Frequently Asked Questions
Q. My antique bed cannot accept a mattress that is too thick. Can you make a thinner mattress?
A. We can easily adjust the height of a mattress set by making a thinner foundation. A standard box height is 8 inches, and we can decrease that to as low as 3 inches. If you need a mattress only, and want it to be less than the minimum thickness of 8 inches for an innerspring mattress, we suggest you consider one of our foam options. These can be constructed at 4 inches and above.
Q. Can you accommodate special design features?
A. There are a variety of known circumstances that are easily accommodated –oversized, undersized, increased radius curves, notched corners, different box size and mattress size, to name but a few. If you have an unusual request – call us. We have successfully engineered almost every type of special request.
Q. I have already decided what size I want my mattress, can you make it as requested?
A. Yes, simply tell us exactly what size you want it to be. Please note there may be a ¼ - ½ inch tolerance, this generally comes from materials settling during shipping.
Q. How long does it take to manufacture a custom mattress?
A. It takes approximately 10-14 days to process through manufacturing. Expedited processing is available.
Q. How do I measure my bed?
A. Please refer to our instructions in the menu selection " Measuring a Custom Mattress".
Q. How exact should my measurements be?
A. We make every effort to get as close to your measurements as possible. When making a custom mattress we generally deal in increments of ½ inch - anything smaller than that, particularly on innerspring mattresses, is difficult to achieve.
Q. How much room do you allow?
A. When you provide us with the exact measurements of the opening where your mattress set will sit, based on our experience, we normally deduct ½ inch on the width and approximately 1-1 ½ inches on the length of your foundation and/or mattress. This allows the set to slip into the frame easily and also provides room for blankets and bedding.
Q. I have already decided what size I want my mattress, can you make it as requested?
A. Yes, simply tell us exactly what size you want it to be. Please note there may be a ¼ - ½ inch tolerance, this generally comes from materials settling during shipping.
Q. Can I make changes to my order?
A. If a change is necessary it must be done within 1-2 days of placing an order. Once manufacturing has started the measurements are set.
Q. Are there any additional fees or charges?
A. All fees are discussed at the time you place an order. Quotes include: faundation (matress only), all custom work, and shipping to your door (curbside). There are generally no additional fees – the only exceptions being New York City and Washington, DC. There is a $75.00 surcharge applied by the freight lines for delivering to these cities.
Q. Does my mattress have a warranty?
A. Yes. The warranty periods vary from mattress to mattress. Refer to the web page with your mattress information to determine the length of your warranty. For details of the warranty itself, go to the right side page menu and click on the link: "Mattress Warranty & Purchase Policy". Please note, transportation costs are not covered under the warranty – you are responsible for packaging and shipping it to the factory. If it is determined to be a warranty issue we will repair/replace as necessary. We can assist you with this process if you are not familiar with using freight services.
Q.What if it doesn't fit?
A. We build the mattress to your measurements. If the mattress and or foundation meets these mutually agreed upon specifications, with a ½ inch tolerance up or down, we have met our responsibility. If we make an error and do not build it to the agreed upon measurements, it is our responsibility to replace the product.
Q. How do you ship?
A. We ship via motor freight carrier – shipping time varies from region to region. The following are average shipping times for different regions, these can vary depending on the time of year, holiday schedules and carrier: Northeast: 2-4 days, Southeast 1-3 days, Midwest 3-5 days, West Coast 5-6 days?
Q. Will the freight lines deliver to my residence?
A. In most cases the freight company can deliver right to your door. If you have unusual circumstances, or live in an area that freight lines cannot get their big trucks into, please let us know. In most cases we can make arrangements with a local delivery service and for a " small fee ", and have it picked up at the freight terminal and delivered to your door.
Q. Does delivery include set-up?
A. The freight company will bring the shipment to your curbside, but they will not bring your new mattress in and set it up. Freight lines provide delivery-to-the-door service only. White glove service is available in most areas, and will be quoted on an individual basis.
Q. Do you ship out of the country?
A.Yes, we ship anywhere. If you require shipping to Hawaii or Alaska; quotes can be provided. If you wish to ship out of the country, (including all international destinations, the Commonwealth or Canada) a freight forwarder is required and each case will be quoted individually.