FAQs
Questions can vary based on what you need help with—whether it’s an order, payment, or Marriott Bonvoy points. Browse the topics below to find the most relevant information:
- Existing Orders (tracking, cancellations, address changes)
- Product Warranty (coverage and claims)
- Payment Options (accepted methods and billing)
- Points Redemption (using Marriott Bonvoy points)
- Points Earn (earning points on purchases)
- Marriott Bonvoy Program (account and membership help)
- Other (general product questions)
- Contact Us (get in touch with our support team)
If your question isn’t answered below, please visit our Contact Us page or call +1 (833) 761-0968.
Existing Orders
Can I track an order I placed?
You can track your order at any time using the Track Your Order link in the website footer.
Can I cancel an order after I place it?
Orders are processed quickly to ensure fast delivery, so most orders cannot be canceled after they are placed.
If your order includes a mattress you may request a cancellation within 48 hours by:
- Calling Customer Support, or
- Visiting the My Orders section of your account
Any non-mattress or furniture items must be returned in accordance with our return policy.
Can you support an address change after I place my order?
Once an order is placed, the shipping address cannot be changed because it is immediately sent to our fulfillment partners.
For mattress orders, address updates within the same ZIP code may be possible. Please contact Customer Support to confirm.
I ordered a product that was lost or stolen upon delivery. What do I do?
Please contact Customer Support at +1 (833)-761-0968 for assistance.
Product Warranty
Do you offer a warranty on any of your products?
Yes. Mattresses include a manufacturer warranty for up to 10 years from the date of delivery (or until ownership changes).
If a repair or replacement is approved, the original warranty period still applies.
What is the process of submitting a mattress warranty claim?
To start a warranty claim:
- Submit a request through our Contact Us form, or
- Call Customer Support
Our team will provide a claim form for you to complete. All claims are reviewed and approved by the manufacturer.
What does the mattress warranty cover?
The warranty covers manufacturing defects such as:
- Loose, broken, or protruding coils
- Fabric tears around handles
- Pulling or damage to stitching
- Excessive body indentations or sagging
It may also cover structural issues with box springs, including broken or weakened support components.
Payment Options
What forms of payment do you accept?
We accept:
- Visa
- Mastercard
- American Express
- Discover
- Marriott Bonvoy points
Can I use a Marriott Bonvoy Gift Card?
Not at this time. Please check back as we continue to enhance our payment options.
What taxes and duties do I have to pay?
Taxes and applicable fees are calculated at checkout based on your location and the items in your order. Please contact our support team if you have a tax exemption.
Points Redemption
To earn or redeem points, you must be logged into your Marriott Bonvoy account.
Log in can be found by clicking the Account icon on the upper right-hand side of the site.
Can I pay for products with Marriott Bonvoy points?
Yes. You can toggle between cash and points on the product page to view the point value before adding items to your cart. The points value of shipping and tax will be applied after items are added to the cart.
Can I pay with a mix of “Cash” and Marriott Bonvoy points?
Not at this time. Orders must be paid entirely with either points or cash.
What if I don’t have enough points?
You can:
- Choose a different payment method, or
- Purchase additional points through the Marriott Bonvoy Buy Points page
Please note that Marriott Bonvoy terms and conditions apply.
How long after a return or cancellation will it take for my Marriott Bonvoy points to be added back to my account?
Please allow 7-10 business days for points to be returned to your account.
Points Earn
To earn or redeem points, you must be logged into your Marriott Bonvoy account.
Log in can be found by clicking the Account icon on the upper right-hand side of the site.
Can I earn Marriott Bonvoy points when I make a purchase?
Yes. Members earn 5 base points per $1 USD spent on eligible purchases.
Please note:
- Taxes, shipping, and certain fees are not eligible for points
- Points are awarded after all items in your order have shipped
- Orders paid with points do not earn additional points
Points are typically added to your account within 40 days of shipment.
Will I earn points if I use a Marriott Bonvoy credit card?
Yes. Points earned through your credit card are in addition to points earned from your purchase.
How long does it take for points to post to my account?
Points are typically added within 40 days after your order has shipped.
Marriott Bonvoy Program
Do I need to be a Marriott Bonvoy member to purchase an item?
No, membership is not required to place an order.
How do I sign up for Marriott Bonvoy?
You can create a free account on the Join Marriott Bonvoy page.
I need help with my Marriott Bonvoy account or points balance. What should I do?
For account support, please visit the Marriott Bonvoy Help page or call 800-627-7468.
Other
Do you still offer subscriptions?
We do not currently offer new subscription programs.
Customers with active subscriptions purchased prior to June 24, 2025, will continue to receive service. For questions, please contact Customer Support.
Are these used products from our hotels?
All products are brand new. They are designed to reflect the same level of comfort you experience in our hotels.
Are these products commercial grade?
Yes, many of our products are experienced by millions of our guests every year. Our products are made with higher quality materials and tested to withstand increased usage and washes.
Contact Us
How can I contact Customer Support?
Our Customer Support team is available 7 days a week:
- Visit our Contact Us page
- Call +1 (833) 761-0968