Customer Service

Excel Distributors's customer service goal is simple: We are committed to providing our customers total satisfaction. Every time. Guaranteed. Contact us at via email info@exceldistributors.com or call 888-691-6801 anytime.

Please feel free to drop us a line to share your thoughts on the site, all comments welcomed.

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CUSTOMER SERVICE HOURS:

Website Ordering Available 24/7 365 Days A Year

PHONE & EMAIL HOURS:

Monday - Friday

EST - 10:30AM - 7:30PM
CST - 9:30AM - 6:30PM
MST - 8:30AM - 5:30PM
PST - 7:30AM - 4:30PM

TOLL FREE # 888-691-6801
FAX # 503-691-6802

EMAIL: info@exceldistributors.com

If you don't see what you need online feel free to give us a call or send us an email and we will be happy to help. You can also review our FAQ for quick answers to the most common questions.

 

PRIVACY POLICY/SECURITY:

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

ACCOUNT REGISTRATION:

WHY REGISTER FOR AN ACCOUNT? Make your online shopping faster and easier! Registering will be the only time you have to enter your shipping address and billing information; the information will be securely stored with us for your future use. Using your name and a password of your choice, you may access your account online at any time to add, delete, or change information.

PAYMENT METHODS:

Excel Distributors accepts most major credit cards: Visa, MasterCard, American Express, and Discover. We also accept Paypal payments.

We guarantee that every transaction you make with Excel Distributors will be 100% secure using our 128-Bit encrypted servers.

For orders placed via the mail we will accept checks or money orders, however a 10 day hold will be placed on the order pending confirmation of payment.

We do not accept C.O.D orders.

SHIPPING POLICY:

We ship all items via DHL, UPS, or FEDEX. 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.

ORDER/SHIPMENT TRACKING:

All orders are processed during normal business hours Monday-Friday. Orders placed on Saturday, Sunday, or on a Holiday will be processed the next business day.

Our website allows each customer to login and see up to the minute status of their order being processed. To view your order status simply login to your account and review the (My Account Orders).

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, exchanges will be processed without restocking charges.

WARRANTY:

Mattresses, mattress overlays, foundations, and bed frames, are covered by a LIMITED WARRANTY against defects in materials or workmanship.   The warranty period for each product is listed on each product information page.  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:

The warranty is void if: