Company Policies

Return Policy:

• No merchandise may be returned without prior approval.
• No merchandise may be returned after 7 days of the pickup or delivery date.
• We reserve the right to refuse the return of any merchandise.
• Merchandise that’s damaged, soiled, or emitting odor from customer use is non-returnable.
• Special order merchandise is any item we did not have on our show floor. Upon approval, returned goods will incur a restocking fee of 50%.
• Merchandise that is marked clearance, as-is, discontinued, used, or close-out is not returnable.
• Returned merchandise will be refunded in the same manner as it was paid. Financing will be refunded through the finance company. Credit cards will go back on the original card used. Cash or check will have a check mailed to the original purchaser within 30 days.
• Delivery charges, labor charges, and other services are not refundable.
• It’s the customer’s responsibility to return approved return merchandise back to the location it was purchased from. Pick up is available for a fee.
• Merchandise that has been removed from its original display packaging is not returnable. I.E., bed pillows, sheets, and mattress pads.

Customer Pick-up and Delivery Policy:

• Merchandise must be paid for in full prior to pick-up or delivery.
• Merchandise without prior approval, not delivered or picked up within 6 months, will be considered abandoned.
• Customer pick-ups, we will load the merchandise into your vehicle. It is your responsibility to secure the load. Frizzell Furniture Gallery accepts no responsibility for the condition of merchandise after it leaves our property.
• Customer pick-ups, we will not load any merchandise on top of any vehicle (even if it has luggage racks) or into any vehicle we deem unsafe to transport merchandise.
• Delivery times are an estimate, we will make every effort to contact you if we are outside of your delivery window.
• The delivery area must be safe for delivery people. Roads, driveways, walkways, and stairs must be free of snow and ice. Entryways, hallways, and rooms must be cleared of any obstacles or tripping hazards. Pets and children need to be kept away from the delivery team. If delivery personnel deem the delivery unsafe or unready for delivery, the delivery will be rescheduled, and a second delivery fee will incur.
• Delivery personnel are not allowed to handle furnishings that are not listed on the delivery documents. This includes moving existing furniture from room to room unless noted on the paperwork.
• Delivery personnel are not allowed to install any new merchandise that requires holes put into the wall. This includes hanging mirrors or pictures.
• Delivery days and times may be canceled due to weather conditions.
• Customer delivery reschedules are required by 12pm (noon) the day before original delivery day.
• Delivered merchandise must fit through doorways, hallways, and the room it goes in. It is the responsibility of the customer that merchandise fits. Delivery charges are not refundable due to an inability to fit merchandise into the home.

Warranties and Limitations Policy:

• Manufacturer warranties apply to the original purchaser only.
• Clearance, as-is, discontinued, used, or close-out merchandise has no warranty unless specifically specified.
• Commercial usage will void any warranty unless specifically specified.
• Proof of purchase is needed for any warranty issue.
• Delivery charges, labor charges, shipping charges, and transportation charges are not covered by any manufacturer warranty and are the responsibility of the customer.
• Merchandise that has been abused, burned, damaged, soiled, or unsanitary has no warranty.
• All warranties are subject to availability of parts.
• Moving merchandise outside of our trade area releases us from any obligation of service or warranty.
• Warranty claims for merchandise and mattresses are repaired or replaced at the discretion of the manufacturer.
• Warranty claims for adjustable bases are handled directly by the manufacturer. 1-800-821-6621.

Mattress Comfort Guarantee Policy:

• Customer must participate in our body pressure mapping diagnostic tool, Support Report.
• A new foundation or power base must be purchased and used with the mattress.
• A new mattress protector must be purchased and used with the mattress.
• Proper support of the foundation is required. Twin, TwinXL, and Full size sets need at least 4 support legs to the ground. Queen size sets need at least 5 support legs to the ground. One of which must be in the center of the bed. King size sets need at least 6 support legs to the ground. Two of which must be in the center of the bed.
• Getting used to a new mattress may take time. Just like a pair of shoes. We ask you to sleep on the new mattress for 30 nights before you make a decision on how well you’re sleeping. If, after 30 nights, you are not 100% satisfied please let us help you refine your choice.
• Customer will get a one-time reselection of a different model within 120 days from the date of pick up or delivery. A different model must be selected. No returns are allowed. Delivery of the reselection is available for a charge.
• Any price difference between models is the responsibility of the customer.
• If mattress is damaged, soiled, or emitting odor from customer use is non-returnable.
• Odd size mattresses do not qualify for a comfort guarantee. Twin, TwinXL, Full, Queen, and King (not Cal-King) are the only permitted sizes available for a comfort guarantee.
• Clearance, as-is, discontinued, used, or close-out mattress do not qualify for a comfort guarantee.
• Comfort guarantee, available only on mattresses starting at $999.

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