We’re excited to deliver your new purchase—and make the process as smooth as possible.

Here’s what to expect:

• The night before your delivery, you’ll receive a text and email confirming your 2-hour delivery window for the next day.
• On delivery day, we’ll text you again when our team is wrapping up their previous stop—expect us at your door within 30 minutes.
  
  


A few things to prepare:

• If you live in a gated community, please arrange for gate access.
• If your building has a freight elevator, ensure it’s available for our team.
• Clear the room where your new mattress or furniture will go—remove linens and any nearby breakables.
• Pro tip: Have a vacuum nearby for a quick clean before your new item is placed.
  
  

During your delivery:

• Our team will greet you and confirm the placement location.
• If we’re removing an old mattress, we’ll take it out before setting up the new one.
• Purchased an adjustable base? We’ll set it up, test it, and walk you through how it works.
• Once everything is in place, we’ll remove all packing materials and leave your space tidy, so you can enjoy your new purchase right away.

  
  

Track your delivery here

Questions about delivery & service in your area? Call us:

Buffalo & Rochester: 716-681-6742


Florida West Coast: 239-908-2070


Florida East Coast: 561-689-5507


All Other Areas: 585-825-9561


Please note: ‘Online Exclusive’ and 'Direct Ship' items ship separately and may arrive on a different schedule.

Out-of-state deliveries

• Click here to learn more about what to expect for next for your delivery.

Your new mattress is on its way—and so is a whole new level of sleep comfort. Whether you’ve chosen luxurious latex, a hybrid, or classic innerspring, it’s helpful to know that all mattresses need at least 4-6 weeks to break in properly. 


Here’s what to expect once your new mattress arrives:

• It may feel firmer at first: Premium materials like memory foam, latex, and coils often feel firmer right out of the box. With regular use, they’ll soften and contour to your body.
• Your body needs time to adjust: Even if your mattress breaks in quickly, it takes the body 4-6 weeks to fully adjust to a new level of support. This is especially true if your previous mattress was older or less supportive.
• A slight scent is normal: Some mattresses may have a faint “new” smell upon unboxing, especially foam or hybrid models. It’s harmless and should dissipate within a few days—keeping your room well-ventilated can help.
• It won’t feel like the showroom—just yet: The display model you tried has been gently broken in over time. Yours will gradually soften and conform with regular use.
• Your mattress may develop slight body impressions during the break-in period: Don’t worry, that’s completely normal. High-quality foam and pillow-top materials naturally settle and contour to your shape over time, just like a new pair of shoes contours to your foot.  Shallow impressions (up to 1 to 1.5 inches) are expected and indicate that the mattress is adapting to your body. Check your warranty if you notice impressions deeper than the manufacturer’s guidelines or contact your local store. Deep sagging or uneven support could be a sign of a defect.

  
  

Pro tips:

• Use a waterproof mattress protector from day one to maintain like-new condition and protect your warranty.
• Be sure to keep the Law Tag attached and unaltered. Note: Law tag removal voids the 90-Night Comfort Guarantee and the Product Warranty.
• Give it some air: If your mattress was compressed, allow it to expand in a well ventilated room. This also helps dissipate any “new mattress” smell.
• Use your body heat: Memory foam softens with warmth. Sleeping on the mattress nightly will help the foam contour and adapt more quickly.
• Give yourself 4-6 weeks to adjust before considering an exchange.
• Trust the process—better sleep is on the way! Even if it feels a little too firm at first, give your body time to adjust. A new, supportive mattress often feels firmer than your old, worn-out one. 

After a minimum of 30 nights, if you're still not sleeping soundly, you're eligible for a one-time exchange through our 90-Night Comfort Guarantee. See below for details. (Excludes Outlet and Clearance purchases.)

We want you to love your mattress - truly. 
It takes more than a couple of nights for your body to adjust to a new mattress, that's why we recommend giving yourself 4-6 weeks to adjust before considering an exchange. If after 30 days you’re still not sleeping soundly, we’ll work with you to find a better fit.

Here’s how it works:

• One-time exchange only, for a mattress of equal or greater value.
• No refunds will be given.
• Exchange must take place between 31–90 days from delivery.
• Both sleep partners (if applicable) must be present to choose the new mattress in-store so you can find the right match.
• Original mattress must be in like-new condition, free of stains, odors, hair, or damage.
• Law tag and model label must be attached and unaltered. Note: Law tag removal voids the 90-Night Comfort Guarantee and the Product Warranty.
• A waterproof mattress protector is strongly recommended to keep your mattress eligible for exchange.

  
  

Handling Charges apply to all Mattress & Foundation comfort exchanges.

Mattresses

• 1–30 days from delivery: Exchanges not allowed
• 31–90 days from delivery: $199 comfort exchange fee which includes local shipping and delivery fees. Note: additional delivery fees may apply outside of local areas.
• Warranty replacements are not eligible for comfort exchanges.

Foundations & Box Springs

• 1–90 days from delivery: $100 comfort exchange fee which includes local shipping and delivery fees. Note: additional delivery fees may apply outside of local areas.
• Excludes adjustable bases, which are non-returnable and non-refundable.

NOTE: A restocking fee of 50% applies to California King products.

You deserve the best sleep at the best price—and we’re here to make sure you get it. If you find the same item at a lower price within 100 days of your City Mattress purchase, we’ll gladly refund the difference.

How it works:

• Shop confidently at any City Mattress location or on citymattress.com.
• If you find the exact same item for less within 100 days of your purchase, just let us know.
• Bring in or send us the published offer and we’ll refund the difference—simple as that.

• Applies to Mattresses & Furniture, including those purchased during a past City Mattress promotion
  
  

Eligible price matches must:

• Be for the same brand, model, size, color, and quantity
• Be a new, unused item
• Have been purchased within the last 100 days
• Be in-stock and available both at the competitor’s site and on citymattress.com at the time of the price match request

What’s not eligible:

• Floor samples, open-box, Clearance, Hot Deals or Outlet Center items
• Items that are out of stock
• Delivery and installation fees
• Special Orders
• Financing offers
• Prices from third-party sellers, warehouses, or clubs that require membership
• Coupons or discounts applied at checkout
• Closeout priced items
• Pricing errors, taxes, fees, and gift-with-purchase promotions

If you’re unsure, just ask—we’re always happy to help ensure you're getting the best value possible.

Because every order is carefully selected, assembled, or made just for you, we don’t offer refunds—but we’re here to help you get the right fit whenever possible.


Retail Stores

• We do not offer refunds on merchandise. Most mattresses qualify for a one-time exchange through our 90-Night Comfort Guarantee, so you can feel confident finding the right fit.
• Adjustable Bases, Pillows, Sheets, Mattress Protectors, Furniture, Clearance products, Outlet products, As-is products, Floor Samples and warranty replacements are not eligible for returns or exchanges.  


Outlet Stores and Clearance Centers

• All sales are final. No returns, refunds, or comfort exchanges are available.


Special Orders

• Special (or custom) orders are made just for you, which means they can’t be canceled or returned—unless the item is found to be defective by a City Mattress team member.

• Special orders include any furniture item not in stock and all bedding not normally stocked, such as special sizes.

Have questions? Our team is here to help you feel confident in your selection.

We stand behind the quality of every product we sell. Each item comes with a manufacturer’s warranty, and we’re here to help you navigate the process if any issues arise.


Here’s what you need to know:

• Please refer to the manufacturer’s warranty included with your purchase for specific coverage details.
• City Mattress will service your purchase in accordance with the manufacturer’s guidelines. Note: For all Tempur-Pedic purchases, please visit tempurpedic.com for warranty services.
• To keep your warranty valid, avoid soiling or damage—any abuse or staining will void coverage. For mattresses, we highly recommend a waterproof mattress protector.
• Do not remove the law tag from your mattress; it’s required for any warranty claims.
• Floor samples and clearance items are sold “As Is” and are not covered under warranty.
• Warranty exchanges include a pro-rated warranty from the original delivery date.
  
  Questions about your coverage? Just ask—we’re happy to help.

• All special orders require a 50% non-refundable deposit when ordered.
• Special orders include any furniture item not in-stock and all bedding not normally stocked, such as special sizes.
• A restocking fee of 50% applies to California King products
• Special order soft goods (Pillows, Sheets, Mattress Protectors) are not eligible for returns.
• Special orders are not allowed in the Outlet and Clearance Centers.
• Special orders cannot be cancelled or returned unless the product is determined by City Mattress to be defective.