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Store Policies

PRIVACY POLICY/SECURITY:

For detailed information on Excel Distributors polices please review the following page:  Privacy Policy

 

SHIPPING POLICY:

We ship most items via DHL, UPS, or FEDEX.  Large and/or bulky orders may also be shipped via freight carrier.  All items available for free shipping are clearly identified within our store.  When shipping charges apply, the amounts are calculated based upon the final destination (zip code) and total weight of the order.  All rates reflect standard Ground charges and fees.

Standard transit times vary between 2-7 days depending on the final destination (zip code) for the shipment.

Additional shipping charges will apply for orders going to Alaska or Hawaii.

At this time we do not accept international orders.

We do not ship to PO Boxes or APO/FPO addresses.

We do not currently ship to Canada or other international locations.

RETURNS/EXCHANGES:

30 Day Return/Exchange Policy

To return or exchange an order please give customer service a call toll free:  888-691-6801 within 30 days of receipt of your order.

We will only accept returns of mattresses unopened in the original shipping container.  Please note that we have unique machinery that allows us to package mattresses in boxes shipped via DHL, UPS or FEDEX.  Once the mattress is removed from the box it cannot be repackaged in the same box without damaging the mattress.

All returns must have a clearly printed RMA number on the outside of the box.  Our customer service will be able to provide this number after a brief phone call to our toll free # 888-691-6801.

Please reference the RMA number in the Attention line of the shipping label.  If this number is not listed on the return box our warehouse will not be able to process the return and the box will be sent back to you.

Shipping charges to return the box to our warehouse is the customer's responsibility.  Returns for refunds will incur a 15% restocking fee, refused items will incur a 20% fee, exchanges will be processed without restocking charges.  The 15% restocking fee covers both outbound shipping charges and handling/repackaging costs once received back at our warehouse.  The 20% restocking fee covers both outbound and return shipping charges as well as the handling/repackaging costs.

 

WARRANTY:

Excel Distributors honors all manufacturer warranties.  Warranties for Pioneer Electronics, XM Radio, Sirius Satellite, Tripp Lite, and Phillips & Temro are handled by each of the manufacturers respective service repair centers. 

Mattresses, mattress overlays, foundations, and bed frames, are covered by a 10 YEAR LIMITED WARRANTY against defects in materials or workmanship.  This warranty extends only to the original purchaser. 

*In the normal course of mattress use body impressions will appear.  This is not a structural defect covered by this warranty.  It is simply an indication that the upholstery layers are settling and compacting as you first use your new mattress.

The warranty does not cover the following:

  • Damage in shipping or installation
  • Normal wear and tear
  • (Normal wear and tear may include but is not limited to: discoloration of cover or components, foam compression or cover quilt compression,)
  • Damage from stains or soiling
  • Damage from tampering or opening the product
  • Damage from misuse and/or abuse
  • Damage from laundering, dry-cleaning, or chemical solutions

The warranty is void if:

  • Item has been damaged due to tampering or opening
  • Item has been damaged due to misuse or abuse
  • Item has been sold or transferred to a secondary user (warranty valid to original purchaser only)
  • It is Excel Distributors sole discretion to refuse a warranty claim based upon the condition of the item when returned to Excel's warehouse.
  • Warranty is valid only within the United States, and is non-transferrable.

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