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Mattress Warranty Claim Form
Dear valued customer,
We take great pride in the quality of the products we sell and appreciate hearing from you. Please read the enclosed manufacturer’s warranty process information designed to help you understand your warranty, and if necessary how to gather the needed information to process the warranty claim. Once you have completed the necessary information, return it to us for processing.
E-mail to: mattressone@windstream.net
The warranty form must be filled out in its entirety and must include all necessary information to be processed by the manufacturer. An incomplete package may delay the process. Along with the claim form and photographs, you will need to include a copy of your original proof of purchase.
NOTE- Any stained or soiled area on the product WILL void the manufacturer’s warranty. If a stain is not visible in photographs and becomes evident at the time of the exchange, the claim will be denied and the product will not be replaced. The original law tag and model tag must be attached to the product. Removal of these tags will void the manufacturer’s warranty. Also, please be aware that the following conditions are NOT covered under warranty:
Once we receive your completed package, we will immediately begin processing your warranty claim with the manufacturer. Please allow 10 business days for processing and determination of the warranty claim.
If a product is deemed defective, only the defective pieces will be replaced with a comparable model. There is no guarantee that the replacement will match the existing piece. If your product is to be replaced, we will notify you of the next steps and what the transportation charge will be for your delivery. Our local transportation fee is $35 plus tax.
2 HOW TO MESURE BODY IMPRESSIONS
The images below demonstrate how to take a measurement for sagging and/or body impressions on a mattress. This same technique is also used for foundations (if needed).
NOTE- Be sure to include all necessary photographs. Failure to do so may delay the warranty process.
1. Remove all linens, covers and mattress pads from the mattress and/or the foundation. Take a photograph of the top of the mattress standing at the foot end. Also take a picture of both sides of the mattress while standing at the foot end.
2. Take photographs of the law tag and model tag (as shown in the Customers Home Inspection Report section).
3. Lay a straight edge (such as a board or broomstick) or a weighted string across the
depressed area, resting on the top of the pattern design, or highest point of quilted top at the edges of the mattress or foundation. (Vertical, horizontal and across from top corner to bottom opposite corner)
4. Move one end of the string/straight edge horizontally along the mattress surface to visually locate the most depressed area. DO NOT MEASURE IN A STITCH CHANNEL, ONLY IN THE MIDDLE OF A QUILT PATTERN. Take a photograph of the straight edge on top of the mattress without the ruler as it sits on top of the most depressed area. Example below.
3 5. Lean a ruler perpendicular (vertical) to the straight edge, keep it upright. DO NOT put the
ruler to the quilt pattern stitching or press down on the ruler- measurements should be taken on the top of the quilted areas. Take photographs of the ruler as it sits next to the straight edge, both close up and from a distance.
6. Note the measurements from the bottom of the ruler to the point where it intersects with the bottom of the straight edge or string. This is the depth of sagging/body impressions. Note the measurement on the Customer’s Home Inspection Report below.
7. Take these measurements in the sleep areas on the TOP of the foundation (if needed). NOTE: When measuring foundations, press lightly on the surface of the filler cloth panel to locate the true height of the wire/grid assembly (directly under the filler cloth). The filler cloth can be under such tension (stretched) that it can easily hide any depressions or sags located underneath and the sag cannot be detected visually.
Important things to note…
IS YOUR FAME OFFERING PROPER SUPPORT?
If a frame is not properly supported, it could cause the mattress to sag and not perform as it was intended to. The mattress must be sufficiently supported by the foundation (or other foundation system such as a platform unit) and frame to maintain warranty coverage. Be very detailed on the report about what type of foundation and frame is being used, especially if it is anything other than a traditional foundation. Include the number of rails, slats, feet and center supports.
Example: Slat bed- if the foundation is made up of numerous strips of wood going from side to side, be sure to indicate how much space is between each slat, if it appears to be supportive, if the slats are sagging or whether there is a support leg on the slats.
IS THE PROBLEM NOT A BODY IMPRESSION?
If the issue that you are experiencing is not related to a body impression, please describe in detail the issue. Be sure to include photographs that you believe will support your claim. The more information you provide, the easier it will be to process your claim.
4 Questions? If you have any questions, please don’t hesitate to give us a call. We are here to help.
5 Customer Signature______________________________ Date___________
