Store Policies

Below we have outlined many of our customer satisfaction policies. We believe active communication is the cornerstone of any good relationship. It is our desire at Northern Mattress & Furniture 1st to ensure you experience the best possible home furnishings buying experience. In order to achieve this goal in all areas of our business. for the greatest majority of our customers, we hope you will understand our need to operate within certain policies.

Factory order delivery dates are estimates based off of previous shipments and experiences.

SERVICE CONDTIONS

Canceled orders are subject to a 20% restocking fee. Layaways and special order items, such as mattresses are subject to this restocking fee. Any credit card refunds will not be applied over the phone.

Delivery fees are non-refundable. A delivery fee will occur for a mattress warranty, sleep trials and for services.

We honor all manufacturers’ warranties which cover defective merchandise not including normal wear and tear. Our Maximum Protection Plan also covers most accidental damage for up to 5 years. Please refer to your warranty plan for specific details.

DELIVERY CONDTIONS

Delivery fees are non-refundable. It is the responsibility of the customer to have a clear path of entry for our delivery truck and for our personnel. This includes clearing any snow or ice from driveways, pathways and doorways. Our drivers have the right to refuse a delivery if they feel that the driveway, stairs or house is not safe.

At time of delivery, customers are responsible for inspecting their product before signing the delivery slip. Products can be refused at time of delivery.

Please measure your doorway. If an item does not fit and you re-select, there will be a standard re-delivery fee.

Our delivery team is not obligated to rearrange existing furniture due to liability constraints. Our delivery team is not allowed to remove their shoes for the same reason.

We will remove items identical in size for $30.00 per item. Our delivery team has the right to refuse to remove items that may be soiled, hazardous, dangerous, ect.   

DELIVERY SERVICE

Because we offer delivery service to such a broad area, we must deliver in route. We are unable to give an exact “time of day” for delivery. However. we will give you an estimated delivery time (within a three hour window) the day before your scheduled delivery. Please have the area in your home free and clear of obstructions and ready for delivery. If you cannot be there to take delivery, please arrange to have a responsible person present so that we may rely upon his or her signature as authorized to inspect and accept delivery. If delivery to the designated room involves limited maneuverability because of narrow halls. doorways or stairwells, etc. We cannot be responsible for any damage that could result in attempting placement. If set-up in the designated area is not feasible, delivery will be made to an accessible area. Delivery personnel will not be able to hang items on walls.

DELIVERY SERVICE INCLUDES

1. Free in-Home service to the original purchaser for one year from the date of delivery excluding all Clearance and AS IS MERCHANDISE. This service is for warranted defects and workmanship only. This free in home service is provided to customers living within our normal delivery area. Customers outside our normal delivery area. must return item(s) to our service department.
2. Northern Mattress & Furniture 1st will continue to offer service in accordance with manufacturer’s warranties after the one-year has expired. Any parts needed for warranted defects or workmanship will be provided at no charge. However. after the one year free service has expired, transportation and labor charges /or repairs and/or installation of warranted parts will be charged.
3. The customer will pay for all transportation. parts and labor required after both the one year free service period and the manufactures warranties have expired.
4. After one year there will be a minimum charge of $69.00 for an in-home service call.

PICK-UPS

The customer is responsible for securing all items to their vehicle.  Please report any manufacturer related issues to us right away. Northern Mattress & Furniture 1st is not responsible for any transportation related damages.

MAJOR PURCHASE

Please keep in mind that furniture like any other major purchase such as a car, home, washer, or refrigerator is manufactured in component parts, If a component is defective we will repair or replace it. Most manufacturers do not allow exchanges or replacement of the entire product if a component is defective. For example an auto maker won’t replace your entire car if the hood is scratched. Our skilled service technicians are trained to replace or repair components to factory specs. We do require that any item needing service with component parts that can be easily transported, be returned by the customer to our service department. Examples are: Unattached cushions or pillows, removable drawers, lamps and accessories etc.

SPECIAL ORDERS

A minimum deposit is required on all orders.  Any balance remaining must be paid in full prior to pick-up or delivery (except when financing).

1.) Special orders cannot be cancelled once the order has been been placed. 
2.) Arrival of your order is estimated according to information provided by the factory. Actual delivery may vary from this estimate.
3.) Special order merchandise is not returnable.
4.) Special order merchandise will be repaired and not exchanged or reordered

ESTIMATED ORDER ARRIVAL

We quote the best estimate from information that is provided to us by our vendors . All special orders are subject to manufacturers’ availability. No discounts will be given if merchandise is delayed by the manufacturer. If you are notified of a long delay and your merchandise is not in production, you may cancel your merchandise and receive a full refund on the undeliverable merchandise.

CLEARANCE OR “AS IS” MERCHANDISE:

1) Delivery or pickups must be made within 10 days (no lay a-way). Unless otherwise arranged.

2) Merchandise must be paid in full at time of purchase {unless financed).

3) No hold orders on clearance items.

4) All sales are final and no refund will be given.

5) No “special orders” at clearance prices.

SATISFACTION GUARANTEE:

If following delivery you are not completely satisfied with your selection (‘excluding bedding), you may re-reselect merchandise of equal or greater value or receive a 75% credit if you notify our store within 2 (two) days of delivery and subject to the following conditions: 1.) Merchandise must be in original condition as delivered. 2.) Special orders are excluded from this offer. 3.) If a re-selection is not made at the time the merchandise is returned, we will issue a store credit toward a future purchase. 4.) Only one re-select ion is permitted. 5.) For any re-selection a re-delivery fee will be charged to dispatch our truck 6.) Merchandise in the home longer than 7 days cannot be returned.

REFUNDS

Refund checks are issued within 7 days or after the check has cleared the bank. NO CASH RE FUNDS are given! Refunds on bank cards are credited to the card used as payment. There is a charge for any returned checks.

SLEEP PRODUCT WARRANTIES

Manufactures of sleep products carry their own warranties. We can assure you that we will make every effort to provide prompt and fair service on these products, Mattresses and box springs are warranted against structural defects such as wood frames. springs, and border wires breaking. Ticking or fabrics on all sleep products are warranted for one year. Please note: bedding with multiple layers of padding will display body impressions. This is normal and is not a defect. A service charge will apply for any service required after the one year free service policy expires. Our state law prohibits the resale of used bedding. Accepting delivery of bedding finalizes the sale and no pick-ups. returns or refunds will be made. Warranty replacements must be authorized by the manufacturer. The warranty is between the consumer and the manufacturer. Bedding that is soiled or damaged may not be returned Northern Mattress & Furniture 1st

MATTRESSES

Mattress Warranties cover comfort impressions over 2 inches. In order to reduce these, please rotate your mattress regularly. We recommend you purchase one of our Mattress Protectors to ensure that your mattress’ warranty will be intact, since any sort of stains void the manufacturer’s warranty.

Once a mattress, pillow or mattress pad is purchased and removed from its packaging, it is considered used. Therefore these products cannot be returned.

Our 90 day Sleep Trial is on specific mattresses over $1499 and are not available on floor models. You must sleep on the mattress for 45 days and re-select your mattress and choose your new selection before the 90 days. We charge a $99 service fee plus a 20% restocking fee to process these. Mattress Protectors must be purchased at the time of mattress purchase. Any damages, stains or smells void the sleep trial