Question 1

How will my order be delivered?

Accepted Answer

Your items will be shipped to you via a carrier like FedEx or UPS, and should arrive within 2-5 business days of shipping. If you're expecting multiple boxes, keep in mind that they might arrive separately.

Question 2

Will all of the items in my order be delivered at the same time?

Accepted Answer

We ship each item individually to ensure they arrive in the best condition possible. If you have multiple items in your order, they may arrive on different dates – we'll be sure to provide you with all necessary tracking information, so you'll always be up to date.

Question 3

When can I expect to receive my DreamCloud?

Accepted Answer

Once your order leaves our facility, it will typically take 2-3 business days to arrive at your doorstep.

Question 4

I live in Alaska/Hawaii. Can you ship to me?

Accepted Answer

Yes – we can ship to Alaska and Hawaii (and we do every day!). We simply add a specialized shipping cost at checkout.

Question 5

Can you ship internationally?

Accepted Answer

Unfortunately not. We currently only ship to the contiguous United States, Hawaii, and Alaska.

Question 6

How much does shipping cost?

Accepted Answer

Shipping is always free if you're within the contiguous United States. If you're shopping from Hawaii or Alaska, you'll see an added $350 shipping charge.

Question 7

Will you remove my existing mattress?

Accepted Answer

White Glove Delivery includes the removal of your existing mattress. An additional state mandated fee will be added for orders shipping to California, Rhode Island, or Connecticut. These states have specific laws for recycling regardless of whether or not White Glove Delivery is included. Please note that removal of your existing items is at the discretion of the service provider, and may not be available in some areas due to safety restrictions.

Question 8

Will you remove my old bed frame?

Accepted Answer

Yes, with White Glove Service, we offer like-for-like removal of one old bed frame for each new one delivered. The frame must be disassembled before the White Glove Service Provider arrives, and removal is subject to provider discretion. Certain items (such as hospital beds, water beds, or overly bulky frames) are not eligible.

Question 9

What should I do if I have special delivery instructions?

Accepted Answer

Please communicate any special delivery instructions with your service provider when they contact you to schedule a delivery date.

Question 10

How will I be contacted to schedule my White Glove Delivery?

Accepted Answer

Our local delivery partners will send you an easy scheduling link via email, and will also contact you by phone.

Question 11

Which items in my order are included with White Glove Delivery?

Accepted Answer

If one or more of your products requires White Glove Delivery, all products (excluding bedding) will also be delivered with White Glove. Bedding will always ship separately.

Question 12

What should I do to prepare for my White Glove Delivery?

Accepted Answer

On the day of your delivery, you can expect a call when the local White Glove Service Provider is about 15-30 minutes away. Please make sure that your home is obstruction-free, with any necessary hallways cleared and pets kept in a separate area.

Question 13

How much does White Glove Delivery cost?

Accepted Answer

White Glove Service is $199 and covers up to two items. Need to add more? Each additional item is just $49.

Question 14

What is White Glove Delivery?

Accepted Answer

White Glove Delivery goes beyond standard delivery, with local providers assembling your new products, removal of your old mattresses, and discarding any packaging materials. Sit back, relax, and let us take care of the heavy lifting!

Question 15

Do I need to be home for delivery? Is a signature required?

Accepted Answer

Standard orders ship directly to your door and don't require a signature. If your order includes White Glove Delivery, our local delivery team will reach out to schedule a setup time that works for you.

Question 16

Will the delivery agents help bring my order inside my home?

Accepted Answer

With White Glove Delivery, our team will bring your items inside and set them up exactly where you want them. Without it, your order will ship directly to you and delivered to your front door.

Question 17

How do I add White Glove Delivery to my order?

Accepted Answer

Not sure if White Glove Delivery is available for your order? Just add your items to your cart and enter your shipping address, if your order qualifies, the option will appear at checkout. Availability varies by item and delivery area.

Please note that White Glove Delivery cannot be added after your order has been placed.

Question 18

What delivery method can I expect for my bedroom set order?

Accepted Answer

White Glove Service covers all large items in your order, including mattresses, frames, and furniture. Bedding and accessories will ship separately via FedEx.

Question 19

When can I expect to receive my delivery?

Accepted Answer

White Glove Delivery orders are typically delivered and set up within 10-14 business days. Our local delivery team usually receives your order within 2-5 business days after it ships and will contact you by phone and email to schedule your delivery, normally within 1-3 business days of receiving your complete order.

Question 20

Where do you offer White Glove Delivery?

Accepted Answer

White Glove Delivery is available in most areas nationwide. Availability is based on your delivery location, the items in your order, and provider coverage in your area.

Question 21

What if I need to cancel my order?

Accepted Answer

"Need to cancel your order? Contact our Customer Service Team as soon as possible by phone at +1(833) 237-3269 or via chat. Please note that once your order begins processing, your White Glove Delivery fee is non-refundable."

Question 22

What is the 365-Night Home Trial?

Accepted Answer

With our 365-Night Home Trial, you have a full year to decide if your DreamCloud mattress is right for you. We encourage you to take at least 30 days to get to know your DreamCloud, as it often takes about this long for your body to adjust to a new mattress.If you decide that your DreamCloud isn't the right mattress for you – for any reason, within your first 365 days – our DreamCloud Sleep Concierge will work with you to donate or dispose of your mattress through local organizations within your community. We're proud to offer a trial period that's about 3x longer than the industry standard (and one that applies to our finance customers as well).

Question 23

What is the Forever Warranty™?

Accepted Answer

We believe your DreamCloud should be the only mattress you ever buy. If you've purchased a DreamCloud and it breaks from normal use – ever! – we will replace or repair it at no additional charge. [Read more about our Forever Warranty™](https://www.dreamcloudsleep.com/p/warranty).

Question 24

What is the difference between hybrid and memory foam mattresses?

Accepted Answer

Memory foam mattresses are constructed from layers of different types of foam, including a contouring memory foam layer at the surface. Hybrid mattresses include all of these same layers, but also have coils for added stability and longetvity. DreamCloud hybrids feature individually-wrapped coils, which also improve motion isolation.

Question 25

What bed frames can I use with my DreamCloud?

Accepted Answer

DreamClouds are incredibly versatile, and are compatible with most bed frames (adjustable bed frames included). No box springs needed – a slatted frame is enough! That said, we don't recommend placing your mattress on the floor, nor on any plastic or homemade bed frames.

Question 26

How long does it take for a DreamCloud mattress to expand?

Accepted Answer

Our mattresses can take up to 72 hours to fully expand, but they're ready for sleep in just a couple of hours! Please note: external facors like air pressure, airflow, and room temperature may occasionally affect the expansion timing of your DreamCloud.

Question 27

How much does a DreamCloud mattress weigh?

Accepted Answer

Depending on your specific product and size, DreamCloud mattresses weigh between 41 lbs and 141 lbs. For specific mattress weights, look to the relevant product page.

Question 28

Can you flip a DreamCloud mattress?

Accepted Answer

With expertly engineered layers that combine both pressure relief and support, DreamCloud mattresses should only be used right-side-up. That said, you can rotate your mattress every six months to increase comfort and longevity.

Question 29

Which mattress size is best for me?

Accepted Answer

A great way to find your ideal mattress size is to consider your struggles with the mattress you have now. Feet falling off the bed? Go longer.Don't have enough room to spread out? Look for a wider option.For even more information, [check out our mattress size guide](https://www.dreamcloudsleep.com/p/mattress-size-dimensions-guide).

Question 30

How do I take care of my DreamCloud mattress?

Accepted Answer

We always recommend keeping your mattress safe from spills or messes by investing in a mattress protector. Check out our [Serenity Mattress Protector](https://www.dreamcloudsleep.com/bedding/serenity-waterproof-protector) for a breathable and effective solution.

Question 31

Does Affirm perform credit checks?

Accepted Answer

Affirm performs a 'soft' credit check when you first create your account in order to verify your identity and determine your eligibility. Keep in mind, 'soft' credit checks will not affect your credit score.

Question 32

How does Affirm work?

Accepted Answer

Affirm is designed for streamlined, uncomplicated financing – simply select to pay with Affirm at checkout, fill out the necessary identifying information, and receive your customized loan information. You'll get monthly reminders about upcoming payments and can even set up autopay for the ultimate convenience. Your first monthly payment will be due 30 days from the date we complete processing your order.

Question 33

What is Affirm?

Accepted Answer

Affirm offers customized, real-time financing for many of your online purchases. With Affirm, you can buy now and pay later, with fixed monthly installments from 3, 6, 12, 18, and 24 months. A down payment may be required.

Question 34

What forms of payment are accepted?

Accepted Answer

We accept American Express, Visa, Mastercard, and Discover. We're also thrilled to offer financing options through Affirm.

Question 35

Do you offer financing?

Accepted Answer

Yes! DreamCloud customers can finance their purchase through Affirm. [Explore your financing options.](https://www.dreamcloudsleep.com/p/mattress-financing#scroll-sec-affirm)

Question 36

Shouldn't I try a mattress before I buy it?

Accepted Answer

We absolutely agree that you should try out your mattress before you buy it. But since sleep studies show that it takes about 4-6 weeks to adjust to a new mattress, why not try your DreamCloud in your own home? With an industry-leading 365-Night Home Trial, you can give our DreamCloud a real shot, without the risk. If you want an in-person experience, check out our [Store Locator](https://www.dreamcloudsleep.com/store/store-locator) to find a DreamCloud mattress stockist near you!

Question 37

Do you offer exchanges?

Accepted Answer

Yes! To exchange your mattress, simply follow our returns process and request an exchange. Call, chat, or email our DreamCloud Sleep Concierge, and we'll help you every step of the way.

Question 38

Do I need to keep any of the packing materials?

Accepted Answer

No – you don't need to keep any of the packing materials you receive with your DreamCloud. They won't be necessary for any potential returns or replacements.

Question 39

Do I pay for return shipping?

Accepted Answer

No – DreamCloud returns include free shipping, always.

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