Product Warranty

All mattresses and foundations sold at a Tampa Mattress Makers store are fully warrantied against certain manufacturing and workmanship defects. Please view the warranty information below and feel free to Contact Us with any questions.
*You may see both Tampa Mattress Makers and Custom Mattress Makers mentioned in the product warranty. Tampa Mattress Makers is the physical retail store of Custom Mattress Makers.

Which products are warrantied?

1. All mattresses that were purchased at a Tampa Mattress Makers store.
2. All boxsprings/foundations that were purchased at a Tampa Mattress Makers store.

What is covered under this warranty?

Mattress:

1. Body impressions deeper than 1.5” when measured using the straight edge method, at a non-stitched area of mattress.
   *Proper frame and center support must be used to enforce this warranty. 
   *Body impressions can be measured by laying a straight edge on top of the mattress and then measuring down to the top of the mattress. First, lay a straight edge item on top of the mattress (yardstick, broomstick, etc.). Next, take a ruler or tape measure and measure the depth of the impression to a “non-stitched” area. The distance from the mattress fabric to the bottom of the straight edge will give you the impression depth.
2. Coils or wires that protrude through the top, side or bottom fabric of mattress.
3. Severe separation of the binding tape at either the top or bottom of mattress.

Boxsprings:

1. Impressions deeper than 1.5” when measured using the straight edge method, as listed above.
   *Proper center support must be used to uphold this warranty.
2. Any cracking or breaking of wood construction.
3. Included bolts or nuts that are defective upon delivery.

What is not covered under this warranty?

• Normal body impressions of up to and including 1.5” in depth using the straight edge measuring method away from any stitching. Any impression less than or equal to 1.5″ is considered normal and are not covered under this warranty.
• Shipping costs associated with a replacement mattress or foundation. Any shipping costs of a replacement product are the responsibility of the customer.
• A roll-packaged mattress that has been left in it’s packaging and unopened for more than 30 days following the pickup or delivery date.
• Fabric Cover (loose threads, ticking) is not covered under warranty.
• A product without a “law tag” (affixed or not) will not be covered.
• A product that is soiled, exposed to moisture, stained, burned or abused in any way.
• A mattress that has been used with an unsupportive boxspring/foundation, or platform bed (see below for appropriate support examples).
• Any mattress or foundation that is used with an unsupportive frame or bedstead. This includes frames that lack center leg(s) extending to the floor.
• A mattress or foundation used in a commercial setting (hotel, motel, B&B, institution, etc.) are not covered under this factory warranty.
• Customer comfort is not included with any manufacturer warranty.
  • The softening of a mattress over use time is completely normal and is not considered a structural defect.

Where can I find how long and what type of warranty my mattress has?

• Warranty information is printed on the white law tag(s) affixed to the mattress or foundation. The warranty length is written in YR/YR format.
  • The first number is the length of the non-prorated warranty. For example, 3/0 is a 3 year non-prorated warranty.
  • The second number is the length of the prorated warranty. For example, 5/10 is a 5 year non-prorated and 10 year prorated warranty.
• What is a non-prorated warranty?
  • Non-prorated means full coverage. If there is an accepted warranty issue within the non-prorated timeframe, the product is repaired or replaced at no charge to the owner. This warranty only covers the mattress or foundation itself and not any additional charges or items. *Delivery cost associated with the replacement and any accessory products are not covered.
• What is a prorated warranty?
  • A prorated warranty reimburses the owner in the form of a store credit, based on the amount of value left in the mattress. Under this coverage, the mattress depreciates an equal amount each year until the warranty expires.
    • For example, let’s say that a mattress has a 10 year prorated warranty. If an accepted warranty claim were to arise in year six of the mattress’s life, 60% of its value has been used, therefore 40% of the purchase amount will be credited to the owner. If the claim occurred in year seven, 30% would be credited, 20% in year eight, and 10% in year nine until the warranty expiration date.
    • In this situation, the owner can apply the available credit towards any Tampa Mattress Makers store product of their choosing.
• The warranty coverage period begins on the original date of purchase. Custom Mattress Makers reserves the right to delegate whether a warranty claim requires a repair or replacement. Any accepted warranty claim does not extend the warranty period or begin a new warranty period.

How do I submit a warranty claim?

If after reviewing this document you believe a manufacturing defect exists, and this defect is included in the “What is covered under this warranty” section above, here are the steps to submit a claim:

1. Call or email the Tampa Mattress Makers store via the Contact Us webpage. A staff member will be ready to assist you.
2. Photos may be required to show the extent of the issue. These can be sent via email after receiving instructions from a staff member. 
3. Once received, Custom Mattress Makers will objectively review the claim. A fair and honest determination will be made to either accept or reject the claim, based solely on whether the issue is listed as “covered” in the product warranty.
4. In the event a claim is accepted, Custom Mattress Makers will repair the product, or provide a credit based on the type of warranty attached to that product or model.
   • Under a non-prorated timeframe: A repair will be made at the factory to remedy the issue. This repair is provided to the customer at no charge, excluding any shipping costs.
   • Under a prorated timeframe: The owner will be given a store credit, based on the depreciated value of the mattress. An explanation of this can be found in the previous section. These funds will be available immediately and can be applied to any Tampa Mattress Makers product.

• All shipping/transportation costs associated with a warranty claim are the responsibility of the customer.
• The removal or disposal of any product associated with a warranty claim is the responsibility of the customer and will not be paid for by Custom Mattress Makers.