Disclaimer:
All information on the www.palmettomattress.com web site is intended for informative and educational purposes only. This information is not intended for the purpose of replacing or substituting professional medical treatment. There is no content on this web site that provides professional medical advice in relation to any physical pain or sleeping disorders. Because of such, we strongly advise always seeking the advice of a medical professional regarding personalized medical issues in relation to our products. While exploring this web site, do not misinterpret broad recommendations as solutions to specific, personal issues. For example, interaction with the content of this web site should not be considered an alternative to the diagnostics and prescriptions provided by a personal medical professional. Therefore, the commentary on our web site provided by medical professionals is not directed at resolving individual medical issues, but rather, exists to provide a more accurate description of the benefits of our products. Palmetto Mattress emphasizes that there is no replacement for personal medical treatment and advice from personal physicians.
Warranty Information:
The manufacturer is responsible for all warranty issues. Palmetto Mattress will help facilitate dialogue between the manufacturer and the client regarding warranty issues, but is not directly responsible for the warranty given by the manufacturer. A claim can be filed by phone (1-877-268-9675) or by email (sales@palmettomattress.com). If the product purchased is manufactured by Palmetto Mattress, then we will work directly with our clients to to resolve claims. Pictures may be required for proof of damage. Palmetto Mattress is not responsible for any shipping or freight charges associated with warranty replacements. Warranties are not transferable.
Filing Warranty Claims:
To file a warranty claim please send email to sales@palmettomattress.com with the name and address the order was placed under. Please include a description of your claim in detail. In almost every case we will require photo evidence of the claim. You may either include attached photos with your e-mail or mail to 1205C Ashley River Rd. Charleston SC 29407.
Shipping, Returns & Exchanges:
Shipping:
All eligible packages will be shipped by Fed-Ex or UPS ground. Any package exceeding the weight and size limit for ground services will be shipped by freight. For example, all king sized mattresses exceed the standardized UPS weight limit and must be shipped by freight. All Fed-Ex and UPS ground shipments will require an indirect signature.
1) From someone at the delivery address.
2) From a neighbor, building manager or someone at a neighboring address.
3) The recipient can sign a FedEx door tag authorizing release of the package without anyone present
If UPS or Fed-Ex delivers a product and no one is home to receive it, they will leave a door tag. This door tag can be signed as a replacement for physical acceptance. This tag releases Fed-Ex, UPS and Palmetto Mattress of all liability for lost, stolen, or damaged products. All freight shipments require physical acceptance of the purchase. If a no-signature shipment is desired, we must receive a written request prior to order placement. This request must recognize that Palmetto Mattress takes no responsibility for lost, damaged, or stolen goods during shipment.
Returns and Exchanges:
Palmetto Mattress has created one of the most innovative and eco-efficient return policies in the industry today. Our ability to partner with manufacturers and shipping providers allows us to ship all items in our store to our clients absolutely FREE!
Our revolutionary shipping and 90 day in-home trial policies have enabled Palmetto Mattress to eliminate virtually all risk to our clients!
We offer a 90 Day In-Home Trial on all mattresses. During this time we offer two Guarantees:
1. During days 1-89, post-purchase, our clients may elect to simply return the mattress and receive a 100%, no questions asked refund. Clients are responsible for paying all costs associated with mattress returns. Most people incur grandiose restocking fees and pick-up charges from their local mattress supplier. However, the interconnected nature of Palmetto Mattress' network has enabled us to eliminate these costs. There is NO re-stocking fee or other hidden charges. Mattresses must be returned in a clean condition, and contain no exterior blemishes. All returned mattresses are donated to good will or the salvation army. If the client prefers, Palmetto Mattress will facilitate the return shipping of the mattress (this includes packaging). We do not require mattresses to be packaged in the original box/bag, as other companies do. |  |
There is no fine print; Palmetto Mattress utilizes simplicity and fairness as a foundation for all of our policies and procedures.
2. During days 1-89, clients can, for any reason, request a "Mattress Swap". Palmetto Mattress will compile our clients' feedback from their 1st mattress and use this information to make a recommendation on a 2nd mattress. If the client so desires, the first mattress and the recommended mattress (or a mattress the client personally selects) may be swapped. Any difference in the price of the first and second mattress will be charged or credited to the clients account. Additionally, a $50 "Swap" fee will be applied to the clients account. This fee allows us to route returned mattresses to the appropriate charity.
Please contact our Customer Service Department at 1-877-268-9675 to obtain an RMA (Return Merchandise Authorization) for ALL returns.
FREE Shipping Guarantee:Palmetto Mattress' free shipping guarantee is only applicable to the 48 U.S. states located on the North American continent, south of the border, plus the District of Columbia. The guarantee excludes Alaska, Hawaii, and all off-shore U.S. territories and possessions. For off-shore shipping quotes please call: 1-877-268-9675 or e-mail: sales@palmettomattress.com
Itemized Returns: All mattresses in our store can be returned within 90 days of receipt, for a full refund. All other product, must be returned within 45 days of receipt. Only unopened sheets and linens are able to be returned. All clients are responsible for return shipping costs. Please contact our Customer Service Department at: 1-877-268-9675 to obtain an RMA (Return Merchandise Authorization) for ALL returns.
Return Shipping Costs:Select items may be eligible for Fast Forward Shipping. This program allows clients to ship their return item directly to another customer that has ordered the return item. Products that are damaged or broken are not eligible for this program. Clients that qualify will not be responsible for any return shipping costs.
Credits:Accounts will be credited immediately. Within 48 hours we will process the refund. Depending on our clients bank account, it can take up to five business days for relevant funds to be available.
Order Cancellation: Most orders are processed and shipped within 24 hours. Prior to shipping, orders can be cancelled at no cost to our clients. However, after items have been shipped, our client may refuse delivery but still assumes all return shipping costs.
Order Tracking:All orders are assigned a tracking number. Clients may obtain tracking numbers by logging on to the account
here.
5 Simple Steps of Product Returns: - Call Customer Service (1-877-268-9675) to request an RMA.
- Place the mattress into a plastic mattress bag and secure it with packing tape.
- Place the mattress in a cardboard mattress box (these can be purchased at U-Haul or online) and securely tape the box.
- Write the return address and order number on the mattress box.
- Call our toll free number (1-877-268-9675) and we will arrange the pickup of your mattress.
Damaged Products: Our products very rarely are damaged during the shipping process. All of our mattresses are bagged in air-tight water proof mattress bags and securely boxed. For damaged product inquiries and assistance, please contact Customer Service at: 1-877-268-9675, and we will immediately process a replacement.
Restocking Fees:We do NOT charge any type of restocking fee.
Delivery Refusal:If our client refuses delivery on a non-damaged package, the item will be returned to Palmetto Mattress and the client will be responsible for round-trip shipping costs. HOWEVER, if the package arrives overtly damaged, we request that our client REJECT the delivery and contact Palmetto Mattress immediately at: 1-877-268-9675.
Privacy Information:Simply put, any information given to Palmetto Mattress will remain secure and confidential. For more information elaborating the thoroughness of our security policies, please read below.
Information we collect and how we use it:
Information you provide: When a client registers with Palmetto Mattress, we ask for personal information such as our clients: name, email address and account password. |  |
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| For certain services, such as our advertising programs, we also request credit card or other payment account information. Payment information is NOT maintained on our servers. We may combine account information submitted by client with information from other Palmetto Mattress services or third parties, in an effort to provide our client with a better experience and to improve the quality of our services. For certain services, we may give our client the opportunity to opt out of combining such information. Cookies: When a client visits our Palmetto Mattress web site, we send one or more cookies (a small file containing a string of characters) to our clients computer. A cookie uniquely identifies our clients browser. This characteristic enables us to use cookies to improve the quality of our services by storing user preferences and tracking user trends, such as how people search. Palmetto Mattress' advertising services also utilizes cookies to help advertisers and publishers serve and manage ads across the web. When clients visit a web site and view/click on an ad supported by Palmetto Mattress’s advertising services, a cookie may be sent. Log Information: Our servers automatically record the information sent by our clients browsers whenever they visit a web site. These server logs may include information such as: web requests, Internet Protocol addresses, browser type, browser language, the date and time of our clients request, and one or more cookies that can uniquely identify browsers. User communications: When a client contacts Palmetto Mattress, we may retain those communications in order to process customer inquiries, respond to specific requests, and improve our services. Links: Palmetto Mattress may present links in a format that enables us to keep track of whether these links have been followed. We use this information to improve the quality of our search technology, customize content and advertising. For more information about links and redirected URL's, please see our FAQ's. Other sites: This Privacy Policy applies to Palmetto Mattress services only. We do not exercise control over over any other web sites, including the sites displayed as the result of searches, or the links from within our various services. Other sites retain the ability to place their own cookies or other files on computers, collect data or solicit personal information. Because of such, we recommend all of our clients be cautious when working with other web sites. For all questions and concerns, please feel free to contact Palmetto Mattress by phone: 1-877-268-9675 or by e-mail: sales@palmettomattress.com. |
