Mattresses, Frames and Adjustable Bases: We will be shipping your bed through a local company in your area. They will perform a full service set up. This will include setting up your mattress and adjustable base or frame. All packaging materials will then be removed. Generally, the local delivery company’s hours are Monday through Friday from 9am-5pm, however most companies can accommodate Saturday or after hour deliveries for a fee. When you place your order, please let your Sleep Wellness Consultant know if you need a delivery outside of normal hours or on a Saturday and they can get you a quote.
When will you receive your order? Our goal is to have your new Intellibed delivered to you quickly, but the delivery time will vary depending on the destination. You will receive an email from Intellibed as soon as your mattress ships. Average delivery time is 14 business days from that date. If you have any questions about your order or shipping times, please call our Customer Service Team at 801.716.2888.
Delivery Pricing: We offer a flat rate delivery charge of $199 for any non-adjustable unit and a flat rate delivery charge of $199 for any adjustable unit to any of the contiguous United States. If you reside in Alaska or Hawaii, please call one of our Customer Service Team at 801.716.2888 for shipping to your area.
Exchange Process: Once you have called and initiated an exchange, the Customer Service team can provide you with a case number. In the event of an exchange, you are responsible to pay any upgrade fee, as well as the shipping of your new mattress. Intellibed will cover the cost of shipping to get your current mattress back to us. Balances due for upgrades or shipping charges are due at the time the exchange is requested. You will also receive an email to confirm the exchange, and you must reply agreeing to the policy and terms. Exchanges are deemed final sale, and there will not be a second 90 night trial.
Exchange Shipping: Shipping times for exchanges are consistent with shipping times for your initial purchase. The local company will bring your new mattress and remove the old one. The packaging materials from the new mattress will be used to ship your previous mattress back to us at Intellibed. Once we receive the mattress back, we will inspect it for any stains, rips, tears or odors. If the mattress is found to be in like new condition, we will process the exchange. In the event a refund is due, please allow 10-15 days from the time the mattress arrives at our location for the credit to show on your account.
For Help with Exchanges Call Our Customer Service Team 801.716.2888
Acclimation Period: We ask that you take at least 30 days to allow your body to adjust to the proper sleep posture that only an Intellibed provides. If you decide to return your Intellibed at any point before the required 30-day acclimation period, you will be responsible for the return shipping.
Return Process: Once you have called and initiated a return, the Customer Service team can provide you with a case number. Intellibed will send out packaging materials if needed, as well as a request to have a local company in your area contact you to set up pickup. They will package the items for you. This generally occurs about seven business days after the initial return request. From there, your mattress is shipped back to Intellibed. This process generally takes around 14 business days. Once we receive the mattress back, we will inspect it for any stains, rips, tears or odors. If the mattress is found to be in like new condition, we will then start the refund process. Please allow 10-15 business days from that time to see a credit on your account. The entire process of a return takes about four to six weeks. Please feel free to call our Customer Service Team at 801-716-2888 for updates on your refund.
*Please see below for additional details and a list of non-returnable products.*
Mattresses: You must purchase a mattress protector and use it on your Intellibed during the trial period in order for the mattress to be eligible to be returned. Government regulations require that personal products such as mattresses must be protected if the product is to be returned. A returned Intellibed cannot be resold as “new” and must be inspected. Your Intellibed must be returned in the original packing materials and must be free from stains and odor, including cigarette smoke.
Toppers: The return shipping for all toppers is the customer’s responsibility.
Non-Returnable, Non-Refundable, and Non-Exchangeable Items: Adjustable bases, box springs, bed frames, mattress protectors, pillows, sheets, other accessories, shipping and delivery charges, and any other service charges are not returnable, refundable, or exchangeable. Custom made orders are also not returnable, refundable, or exchangeable. Demo or floor model mattresses sold at a discount are also non returnable, refundable, or exchangeable. In the event you received promotional items, discounts or compensation, such as accessories or shipping, the cost of those items are removed from the refund as well. Please see the original sales order sent to you for the invoiced price of your mattress. This will give you an estimated refund amount.
*Please note: if you placed your order with an authorized retail, your purchase is subject to the return and exchange policy of that retailer.
For Help with Returns Call Our Customer Service Team 801.716.2888
MATTRESS WARRANTY OVERVIEW
The following warranty information only applies to mattresses purchased directly from Intellibed in the U.S.A. If you purchased a mattress from one of our authorized retailers, please contact them for their warranty policy.
Note: Normal wear and tear is not covered under the warranty
Prorated 30 year warranty – The first 10 years are full warranty and years 10-30 are prorated. Unless the customer is using an adjustable base with their mattress, then it is a 20-year warranty and prorated after the first 10 years. The mattress must sag at least 1.5 inches or more to qualify as a warranty concern.
Prorated 30 year warranty – The first 10 years are full warranty and years 10-30 are prorated. Unless the customer is using an adjustable base with their mattress, then it is a 20-year prorated after first 10 years. Mattress must sag at least 0.75 inches to qualify as a warranty issue.
Full 20 year warranty – The mattress must sag at least .75 inches or more to qualify as a warranty concern.
Prorated 20 year warranty – Prorated after 10 years. Adjustable base drops the warranty to a full 10 year warranty with no proration period after the first 10 years. Requires 1.5 inches of sag if purchased prior to Aug 2010. After Aug 2010, it needs to sag .75 inches or more to qualify as a warranty concern.
We recommend purchasing a base or box springs from your Intellibed dealer. If mattresses are placed on a “platform” or “slat” bed, slats must be at least two inches wide and no more than two inches apart. Additionally, there must be a center support that runs down the center of the mattress vertically and horizontally. INADEQUATE BOX SPRINGS OR A FRAME THAT DOES NOT PROPERLY SUPPORT YOUR PRODUCT WILL VOID YOUR WARRANTY.
Intellibed offers a 90-night trial for all mattress purchases made through Intellibed directly (does not include mattresses purchased through a wholesale partner). A mattress protector is required for any returns, exchanges, or warranty claims. When switching to Gel Matrix® from a traditional or memory foam mattress, it can take some time to break in and fully adapt to your sleeping style. Because your body needs a chance to acclimate to a new surface and break in the material, it’s recommended to keep your mattress for at least 30 days before filling for a return or exchange. You may file for a return or exchange anytime between the 30-to-90-day period. After the 90-day period you will no longer be able to receive a return or exchange. See our warranty policy for what to do if you believe your mattress has a defect. If your return or exchange is accepted.
Intellibed will pay for return shipping and send someone to pick up the mattress. Once the mattress is back in the warehouse, you will receive a refund for the amount shown on the invoice of your original purchase for the mattress; accessories, foundations, delivery fees, etc. will not be included in the refund. If you wish to return your mattress before the 30-day period, you will be responsible for return shipping as well as a $200 restock fee. The trial period for a mattress topper is only 60 days. Customers are responsible for return shipping on all toppers.
Your Responsibility and Acceptance of These Terms
An account is not required to make a purchase from the Site. However, if you do set up an account, you are responsible for maintaining the confidentiality of your account and password as well as restricting access to your computer. You agree to accept responsibility for all activities that occur under your account and password.
Information We Collect
Personally Identifiable Information
The term “personally identifiable information” means information that you voluntarily provide to us and which personally identifies you, such as your name, phone number, mailing address, credit card information and any other data or information that would allow someone to personally identify you. We collect personally identifiable information from you when you place an order, register with our site, or fill out a form. But you can anonymously visit our site. To make a purchase, we require you to supply us with personally identifiable information. If you supply us with personally identifiable information, you may later access, update, and modify any inaccuracies. Please note, we generally keep on file any personally identifiable information you provide for our records. If you would like to review or change your personally identifiable information, you may do so at any time by accessing your account. You may also choose not to provide personally identifiable information at the point of collection; however, you will not be able to purchase products. In some areas of the Site, you may have the ability to post or publish personally identifiable information. You should take care to avoid posting or publishing personally identifiable information.
Non-Personally Identifiable Information
The term “non-personally identifiable information” means information that you voluntarily provide to us or which we collect electronically, but which does not personally identify you. To register for an account, we require you to supply us with your email address. Your email address does not inherently identify you personally but is a means for us to contact you. You may later access, update and modify any inaccuracies. Please note, we generally keep a copy of your previous email address(es) for our records. You may also choose not to provide us with your email address; however, you will not be able to create an account or purchase products. Whenever you visit the Site, non-personally identifiable information, such as navigational and clickstream data is automatically collected. As you browse, we may install cookies (tiny text files stored on your computer, which record your preferences) in your browser. Cookies cannot harm your computer and they do not contain any personally identifiable information. You must accept cookies to shop through the Site. If you prefer, you can choose to have your computer warn you each time a cookie is being sent or you can choose to turn off all cookies in your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders over the telephone or by contacting customer service.
Why We Collect Information
Personally Identifiable Information
We collect personally identifiable information in order to supply you with the products or services you request, process payment, communicate with you and comply with any requirements of law. Any of the personally identifiable information we collect from you can be used in one of several ways, including but not limited to the following: Processing a transaction, Sending periodic emails, Running a contest, survey or other site promotion
Non-Personally Identifiable Information.
We collect non-personally identifiable information in order to operate, develop, and improve the Site, its functionality, and our products and services. We collect non-personally identifiable information in order to provide you with personalized recommendations for products advertised on or sold through the Site. Non-personally identifiable information is collected in the aggregate to, among other things, determine the total number of users of the Site, prepare utilization reports, diagnose and correct compatibility problems or other problems with the Site and perform statistical analyses to enable us to build a higher quality, more useful online service. We also collect non-personally identifiable information to perform statistical analyses of user behavior and characteristics in order to measure interest in and use of the various aspects of the Site. By supplementing our records, this information helps us learn things like user preferences, popular search terms and categories, click-through rates, what kinds of offers users like to see, and in general, how to improve the functionality and relevancy of the Site.
Disclosure of Information
Personally Identifiable Information
Non-Personally Identifiable Information
We do not sell or rent non-personally identifiable information to third parties. We may disclose non-personally identifiable information to our staff and to third parties involved in the completion of your transaction, the delivery of your order, and the analysis and support of your use of the Site. We may disclose non-personally identifiable information to trusted third parties whom we have engaged to process non-personally identifiable information for us. We may disclose non-personally identifiable information, if necessary, to protect our legal rights, if the information relates to actual or threatened harmful conduct, or we have a good faith belief that such action is necessary to (1) conform to the requirements of law or comply with governmental orders, court orders, or legal process served on us, or (2) to protect and defend our property or other rights, the users of the Site, or the public. We may disclose non-personally identifiable information to our affiliates and third parties in order to provide you with personalized recommendations for products advertised on or sold through the Site.
Third Party Advertising
We may engage third-party advertising companies to advertise products or services to you online. These companies may employ cookies and action tags (also known as single pixel gifs or web beacons) to measure advertising effectiveness. They may also use this technology to serve specialized or relevant advertising content and/or recommendations to you on the Site or on a third party’s website. Any information that these third parties collect via cookies and action tags is completely anonymous and does not contain any personally identifiable information. If you would like more information about this practice and your choices, including how to opt-out please e-mail us at cs@Intellibed.com. Also, if you would like to opt out of Intellibed using cookies for interest-based advertising purposes, please e-mail us at cs@Intellibed.com.
Protection of Information We Collect
We offer the use of a secure server. All sensitive information is transmitted via SSL technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential. After a transaction, your private information is not stored on our servers. We offer secure web pages to collect certain kinds of user information and we store certain kinds of data in encrypted form. We follow reasonable technical and management practices to help protect the confidentiality, security, and integrity of data stored on our system. While no computer system is completely secure, we believe the measures implemented by our Site reduce the likelihood of security problems to a level appropriate to the type of data involved. Our servers use Secure Sockets Layer (SSL) and encryption technology that works with Microsoft Internet Explorer, Google Chrome, Firefox, Safari, and many other web browsers, with the objective that only we can read a customer’s personally identifiable information. We employ physical, electronic, and procedural safeguards in connection with the collection, storage, and disclosure of any personally identifiable information.
Length of Time We Keep Information
We generally keep user data on our servers or in our archives for as long as we reasonably need it (for instance, for taxation or insurance purposes, or in case orders may give rise to claims). We may alter this practice according to changing requirements. For example, we may delete some data, if needed, to free up storage space. We may keep other data for longer periods if the law requires it. In addition, information posted in a public forum could stay in the public domain indefinitely.
Third Party Websites
The Site may contain links to third-party websites. We are not responsible for the privacy practices or the content of such websites even if you access those using links from our Site. Your use of these third party websites is entirely at your own risk and we recommend that you check the privacy and/or security policy of each website you visit. Clicking on a third party link will essentially take you to a third party’s website. We make no representation or warranty as to the effectiveness, quality, legitimacy, or data protections of any third party website.
California Online Privacy Protection Act Compliance
Because we value your privacy we have taken the necessary precautions to be in compliance with the California Online Privacy Protection Act. We, therefore, will not distribute your personal information to outside parties without your consent. As part of the California Online Privacy Protection Act, all users of our site may make any changes to their information at any time by logging in to their accounts.
Children’s Online Privacy Protection Act Compliance
We are in compliance with the requirements of the Children’s Online Privacy Protection Act. We do not collect any information from anyone under 13 years of age. Our website, products, and services are all directed to people who are at least 13 years old or older. If you become aware that your child has provided us with information without prior verifiable parental consent, please contact us and we will use reasonable efforts to promptly remove such information from our files.