Within 3 business days of your purchase, you’ll receive a confirmation email from our shipping team. This message will include:

• Your ship date
  
• An estimated delivery date range
  
  

Please note:

• City Mattress cannot schedule the delivery date on behalf of our White Glove partners.
  
• Specific delivery dates cannot be guaranteed without approval from the Shipping Department.
  
• Any additional charges to guarantee a specific date will be the responsibility of the customer.
  
• Orders must be paid in full before the order can ship

1. White Glove / Premium Delivery
Our most comprehensive delivery experience.

• A two-person crew will bring your new items inside and place them in the room of your choice.
• Includes unpacking, full setup/assembly, and packaging removal.
• Does not include disassembly of existing furniture or attachment of headboards.
• If installing an adjustable base into an existing bed, you must remove the current support system beforehand.
• Haul-away of old furniture is not included but may be available for an additional charge—please inquire.
• The delivery company will contact you to schedule your appointment.

2. Residential Driveway Drop-Off
A convenient option if you prefer to receive your order at home.

• Ships directly to your residential address
• The carrier will contact you to schedule a delivery window.
• Delivery is to the driveway only; no inside placement.
• Freight arrives boxed and on a pallet—driver will not unpack or remove packaging.
• You are responsible for moving, unpacking, and setting up your order.
• Someone must be on site to receive and sign for the delivery.

3. Business-to-Business (B2B) Delivery
Ideal if you’re working with a moving company or have a commercial receiving location.

• Ships to a commercial address (not residential).
  
• A delivery appointment will be coordinated between the carrier and the receiving business.
  
• Location must have a loading dock or forklift—please let us know if not.
  
• Freight arrives boxed and palletized; the driver will not unpack or remove packaging.
  
• Someone must be on site to receive and sign for the delivery.
  

Once your order is on its way, you’ll receive a second email from us with the following details:

• When your White Glove delivery team is expected to receive your order.
• Their contact information so you can follow up directly, if needed.

What to expect next:

• Delivery typically occurs within 1–3 weeks of the ship date.
  
• The White Glove delivery company will contact you within 48 hours of receiving your order to schedule your delivery
  
  
• While we do our best to ensure timely delivery, please note that shipping delays can occur and are sometimes beyond our control.
  
  
• If any delays arise, City Mattress will notify you promptly via email.
  

1. Measure Carefully

• Double-check product dimensions with your sales associate or at citymattress.com
  
• Measure doorways, stairwells, hallways, tight corners, and the space in your room
  
• Orders that don’t fit cannot be returned, and additional shipping charges will apply if delivery is refused
  
  

2. Clear the Room

• Remove any existing furniture before delivery day—most delivery teams are not permitted to move or remove your current items.
  
• If furniture removal is needed, it must be arranged before your ship date. Extra charges may apply.
  
• Looking to part with old furniture? Local donation centers or disposal services may be able to help.
  
  

3. Clear the Path

Ensure safe, unobstructed access inside and outside your home by removing:

• Wall decor, accent tables, loose throw rugs that can slip, breakables, and moving boxes.
  
• Snow or ice from driveways and walkways.

Changes to an order must be made prior to the ship date in the confirmation email.

Shipping charges are non-refundable, and additional fees may apply if:

• Changes or cancellations are made after the ship date
• An order is undeliverable or refused (excluding items that are damaged or lost)

Furniture and adjustable bases are subject to a restocking fee in addition to shipping charges.

Special orders cannot be cancelled.

• Shipping charges apply to warranty exchanges.
  
• Shipping charges apply to comfort exchanges.
  
• Shipping charges apply to reselect exchanges (size/height/preference).
  
• Shipping charges apply to returned orders.
  
• A picture of the law tag AND all sides of the product (free of linens) must be emailed to shipping@citymattress.com for each product being returned.
  
• The return/exchange will not be processed until all pictures are received.