Boise Mattress Warranty Guide: Coverage, Claims & Policies

At Boise Mattress, we try and do business with only the best manufacturers so that we don’t have warranty issues. In the event that we do it is the manufacturer who makes all warranty decision their warranties typically cover loose, broken, or protruding wires, as well as sagging or body impressions of 1½” or greater, but only if the mattress has been continuously supported by a matching foundation (or equivalent) and used with an appropriate frame with center support or a minimum of 5 cross slats with center support that extends to the floor.

What is Covered by the Manufacturer’s Warranty?

Your warranty coverage is offered through the manufacturer and will differ across brands. Please review your warranty card for coverage details. The law tags on your mattress will provide a code that you should reference against the warranty card for the length of your warranty period.

What Will Void a Manufacturer’s Warranty?

Blemishes, rips, tears and burns on the item will void your manufacturer’s warranty. Improper support will void your manufacturer’s warranty, for details on what is considered proper support for your mattress please refer to the warranty card received with the delivery of your mattress.

What is not covered by Manufacturer’s Warranty?

However, the warranty does NOT cover the following:

Transportation and inspection costs
Bedding used in hotels, motels, or institutional facilities
Bedding sold “as is” or received as a promotional item
Bedding purchased from non-retail establishments or purchased as floor samples
Bedding height or comfort preference
Corner guards
Bent perimeter border rods due to moving or bending the sleep set for innerspring models
Replacement of another piece in a sleep set unless it is also defective
Damage of the mattress or foundation due to misuse or abuse
Mattress damage due to an inappropriate foundation or incorrect bed frame
Sheet fit
Fabric stains, soiling, fluid penetration, tears or burns
Adjustable foundations (except as noted in the owner’s manual)
Mattress fabric (except as noted for all-foam mattresses)
Zippered mattress cover damage due to improper care
Normal changes in softness and recovery time associated with memory foam and latex materials over time. This does not affect the pressure relieving qualities of these materials.
Body impressions in the mattress that measure less than 1½” for an innerspring mattress, less than ¾” for all smooth top (non-quilted) hybrid mattresses, and all foam model mattresses.
Sagging in the mattress that measures less than 1½” for an innerspring mattress, less than ¾” for all smooth top (non-quilted) hybrid mattresses, and all foam model mattresses.

Why Do You Need Photos of My Frame and Box Springs for a Warranty Claim on My Mattress?

If the product is not properly supported, then damage may occur, thereby voiding the warranty. We encourage you to review the terms and conditions of the limited warranty which provides the required support needed for your product. We are unable to provide warranty assistance for a mattress that is damaged as a result of improper support.

Do I Need My Receipt to File a Warranty Claim?

In most cases, we will be able to locate your receipt in our records. However, it is the consumer’s responsibility to retain proof of purchase to ensure warranty coverage should we be unable to locate it for you.

Mattress Warranty Claim Photo Requirements

To file a warranty claim for your mattress, please follow these steps:

Remove the covers and all bedding: Be sure that all bedding (blankets, sheets, mattress protectors, etc.) have been removed prior to taking any pictures.
Place a straight edge: Place a straight edge, such as a broom handle or yardstick over the affected area.
Use a measuring device: Place a tape measure or ruler into the deepest area of the depression. DO NOT measure into the mattress’s stitching.
Take one close-up photo: Take one close-up photo, showing the measurement clearly.
Take one photo from a distance: Take one photo from a distance, including the measurement and as much of the surface of the mattress as best you can.
Take a base photo: Take one photo of the foundation or base used to support your mattress. Remove the mattress from the boxspring/base/foundation and take one photo showing as much of the surface as possible. IF there is a depression, please take a close up photo showing the measurement.
Take a law tag photo: Take one photo of the mattress law tag, ensuring the text on the tag can be read clearly in the image. The law tag is usually located at the head of the mattress either between the mattress and the wall, or between the mattress and box spring. The law tag will have a manufacture date along with the name of the manufacturer. The base unit/box spring will have a separate law tag.

Procedure Reminders

Do not place any weighted objects, including people, on the mattress while taking the photos.
The photos listed above are required for any mattress, mattress set, or foundation claim request.s

Understanding the Warranty Terms

It's crucial for customers to fully understand the specific terms and conditions of their mattress warranty. This includes the duration of coverage, the types of defects that are included, and any specific actions that could lead to a denial of a claim.

For instance, many warranties cover manufacturing defects for a certain period, typically ranging from 10 to 25 years. Customers should carefully read the warranty documentation to ensure they are aware of what is required to maintain their warranty, such as proper care and maintenance of the mattress.

Steps to Take Before Filing a Claim

Before initiating a warranty claim, customers should take certain preliminary steps to ensure a smooth process. This includes documenting any issues with the mattress and gathering necessary information to support the claim.

For example, customers should take clear photographs of the problem areas, measure any indentations, and ensure that they have their proof of purchase ready. This documentation can significantly speed up the claim process and help in getting a favorable outcome.

Common Questions About Mattress Warranties

Customers often have questions regarding the specifics of mattress warranties, including how long they last, what to do if a warranty claim is denied, and whether warranties are transferable. Addressing these common inquiries can help empower customers to make informed decisions.

For example, many warranties are not transferable, meaning they only apply to the original purchaser. Understanding these nuances can prevent confusion and disappointment later on. Additionally, knowing the typical duration of coverage can help customers gauge whether their issues fall within the warranty period.

How to Maintain Your Mattress Warranty

Maintaining a mattress warranty requires adhering to specific care guidelines set forth by the manufacturer. This often includes using a proper foundation, rotating the mattress regularly, and avoiding excessive weight on the mattress.