Customer Service

What is your return policy?

Mattress, toppers, pillows, etc. are kind of like underwear and cannot be returned. All sales are final. No returns. Exchanges are done only under a manufacturer’s warranty.

Why don’t you offer a comfort exchange?

In our 106 years (and counting) of business we have never offered a comfort exchange for a very simple reason – manufacturers do not take beds back from the retailers who sold them just because their customer thought it was too hard or too soft. Since none of us would want to sleep on a bed that someone else has slept on for 30 or 60 or 90 days, we don’t think our customers would want to either. (That and it’s just plain gross!) We make every effort to help our customers find the right bed for them and will spend as long as it takes to do so.

What’s the difference between a defect and normal wear and tear? What should I do if I’m having a problem with my bed?

If a manufacturing defect is going to occur, it’s most likely to happen during the first year or two of normal home use. Usually after that, it tends to be normal wear and tear but hey, anything is possible. Examples of defect would be a spring popping through the top of the mattress (ouch!) or a sag of more then 3 inches* deep. (*Please note that each manufacturer has their own guidelines for what is considered a true sag so please refer to the specific warranty that came with your bed.) Normal wear and tear would be a body impression where you sleep every night or that hump (no, not that kind of hump, get your mind out of the gutter!) that happens in the middle of queen and king beds where nobody ever sleeps. Whatever the case, if you feel you have an issue with your bed or if you just want to say hi! call us! We are here to help!

How do I care for my new mattress?

If you have a two sided-flippable mattress, it should be turned/rotated (one move per time) at least every four months. The more you do it during the first year, the happier you will be. After the first year, four times a year is best. Alternating as follows making only one move at a time: 1- rotate from head to foot, 2- flip it like a pancake (no rotation here), 3 – rotate it from head to foot, 4 – flip it like a pancake (no rotation here), go back to step one again. This schedule should be done every two months during the first year of use and then every four months there after for the life of the bed. If you have a one sided non-flip mattress then is should just be rotated from head to foot once every four months. Of course, please always refer to the documentation that came with your mattress as this is a general guideline and not specific to any one mattress. Always use a mattress pad or barrier and keep liquids away from your bed.

Hurray! I just bought a weekend home and I am a loyal customer. Can you deliver my favorite bed to me so I can sleep just as well at my new place as I do at my other one?

In a word, yes! In a second word, congratulations! We deliver to the Hamptons, the Jersey Shore, Vermont, The Cape, Florida and anywhere else in the world that you might like to have a second, third or fourth home.

Ok, so you deliver everywhere, do your delivery guys have a lot of frequent flyer miles?

As much as they would love for us to send them to London, France or insert any other place on the globe to deliver a bed, much to their chagrin, they remain local. We do however, have a great source of tried and true delivery services that we use for our far away (across the country or across the globe) deliveries that we can arrange for in home, curbside or warehouse delivery with.

Whoa, I only have one place what’s the scoop with your local deliveries?

Our local and tristate area deliveries are generally made in our own vehicles and by our well trained and experienced delivery teams. All of our delivery men are employees of Long’s Bedding and some have been with us as long as 20 years! We will deliver and set up your new bed (sofabed, chair, headboard, ok really we will set up whatever you buy from us), wrap your old mattress in the plastic bag from the new one and take it down to the refuse area of your building or to the curb if it is a trash pick up day. We do not take away your old bed as we do not mix old and new on our trucks. (Whew! I’m so glad I just read that! I was worried about that!) We deliver Monday-Friday and some Saturdays by prior arrangement. You won’t have to sit home all day waiting for us to show up like the phone and cable companies make us all do. We generally require a 3 hour (of your choice) window for delivery (hey, we can’t control traffic though we really wish we could!) either in the morning or afternoon. We can also accommodate first or last stop requests upon availability.

This doesn’t look like an e-commerce site, how do I place an order with you if I can’t make it into your shop?

Sometimes it’s nice to talk to a human being, rather then point and click, right? We are glad to take your order over the phone (212.873.1752) or by email. You just need access to email, a fax machine or scanner to sign and return the paperwork. We even accept orders via snail mail if that’s your preference.

What forms of payment do you accept?

We accept most forms of payment – MasterCard, Visa, American Express, Debit, cash or check. Sorry no bitcoins. We are not that hip and trendy.