RETURNS & EXCHANGES
Change or Cancellation
As soon as your order is placed, our fulfillment process goes into motion. To change or cancel an order, please call or email Customer Service at 1-605-332-4400 ext. 735 or at firstname.lastname@example.org within 24 hours of placing your order. Our Customer Service office is staffed Monday-Friday, 8:30am – 5pm. If you call outside of business hours, please leave a message. If merchandise has already shipped, you may return or exchange it under the policies set forth in this Return Policy.
Returns or Exchanges
We are happy to accept returns or exchanges on any in-stock merchandise that is delivered damaged, defective or if you are unhappy with it in any way. Returns or exchanges on in-stock merchandise must be reported to Customer Service within 24 hours and returned or exchanged within seven (7) days of receipt of merchandise. Merchandise must be in new, unused condition and returned with all accessories and parts securely packed in all original packaging (unless the packaging was removed as a part of our Custom Delivery, in which case, we will pick the merchandise up to be returned and repack it). If you did not receive Custom Delivery, you are responsible for all return transportation of merchandise. You may schedule a pickup with Montgomery’s by calling Customer Service, for which a charge equal to the original delivery charge will apply.
This policy does not apply to special order merchandise, clearance or “as-is” merchandise. Protection plans, delivery charges, gift cards or items damaged through normal wear and tear are non-returnable, non-exchangeable, and non-refundable after receipt of merchandise. Please see our Mattress 1st Return Policy section for rules on returns and exchanges for mattresses.
Special order merchandise is limited to manufacturer defect and warranty services only. Special orders are custom made for you and are non-returnable, non-exchangeable, and non-refundable.
All returns are subject to Montgomery’s approval. All returned merchandise is inspected immediately upon receipt. Any appropriate exchanges, credits or refunds will be issued for the purchase price of the returned merchandise. Any taxes are refunded in accordance with applicable state and local laws. Credits and refunds are made based on the payment method used at the time of purchase. Please allow up to 14 days following receipt of eligible returned merchandise for any credit or refund to display on your credit card statement.
Direct Ship Merchandise
Some merchandise purchased from montgomery’s.com (the “Site”) are made in accordance with direct shipment. This means that the risk of loss and title for such merchandise passes to you upon our delivery to the carrier. We deny any legal liability for the merchandise offered on the Site that is shipped directly to you. If your direct shipment merchandise arrives damaged, you must report the damage to Customer Service within 24 hours and return the merchandise within seven (7) days of receipt of merchandise. For other issues concerning direct shipment orders, call Customer Service within seven (7) days of receipt of merchandise and we will either repair or replace the merchandise. For direct shipment merchandise where a manufacturing defect is discovered after the seven (7) day return/exchange period, consult the manufacturer’s warranty, if any.
Mattress 1st Return Policy
Premium Mattress Sets
Premium sets are eligible for a 120 or 365 Night Perfect Sleep Promise ™ (collectively, “Perfect Sleep Promise”) and if you are not satisfied, you may be eligible for a Perfect Sleep Promise. A Premium set is a queen mattress set with a price listed at $799 or greater. The Perfect Sleep Promise is a one-time only exchange and a delivery charge applies for delivery of the new mattress and pickup of the original mattress. Clearance, floor models, off-site sales, and special order mattresses do not qualify for the Perfect Sleep Promise. A mattress protector must be purchased with the original Premium mattress from Montgomery’s to qualify for a Perfect Sleep Promise, and must be installed on the Premium mattress from time of delivery and remain on the mattress through the time of pickup. Mattresses that are stained or damaged by the customer are not eligible for a Perfect Sleep Promise. No refunds are given in connection with the Perfect Sleep Promise.
Non-Premium Mattress Sets
All other mattresses may be returned only in the event they are delivered damaged or later found to be defective. If your mattress is delivered damaged, contact Customer Service within seven (7) days of delivery. Manufacturing defects that are discovered after seven (7) days may be covered by the manufacturer’s warranty. If any defects are discovered, please contact Customer Service. You are responsible for all charges related to both delivery of your original mattress set and delivery of an exchange mattress set.
Terms are applicable to every mattress or mattress set purchase (including Premium). No refunds are given for any mattress or any mattress set at any time. Pillows, sheets, comforters, mattress protectors and other bedding do not qualify for the Perfect Sleep Promise and may not be returned or exchanged.
All claims for merchandise damage, including concealed damage, must be made within 24 hours of receipt of merchandise. We warrant merchandise to be free of manufacturer’s defects for a period of one (1) year from date of receipt in accordance with manufacturer’s warranty. This warranty does not apply to clearance or “as-is” merchandise, or to conditions of ordinary wear and tear resulting from negligence, accidents, or improper use. Click here to purchase our 5 Year Protection Plan. We will honor all manufacturer’s stated warranties. Contact our Customer Service department with all warranty claims (link). Warranty claims and repairs may be subject to transportation costs and repair fees.
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