Holiday Doorbusters! Details

Placing Orders, Returns & Exchanges

What will happen after I place my order?
After you place your order, you will be contacted within 24 hours (M-F, 9-5pm) to confirm availability of your order, and either schedule a delivery or confirm shipping information and costs.

How will I find out when I can get my furniture?
Within 24 hours (next business day if order is placed over the weekend or on a holiday) of placing your online order, a Bernie & Phyl's Customer Care Specialist will contact you to schedule the shipping or delivery of your furniture.

Can I place special orders on the website?
At the current time, we cannot accept special orders online, although we're working to change that. If there is an upholstered item that you wish to order with another fabric or leather, please print the product page from the web site and bring it with you to any Bernie & Phyl's Furniture Showroom, and a trained Sales Consultant will be able to show you available fabric and place your special order for you.

What is your cancellation policy?
If you change your mind on stock merchandise, please contact us within 72 hours of purchase to cancel your order prior to delivery. We will happily transfer your deposit to other merchandise of your choosing.

If you find that this is not the right time for you to purchase, we will either hold that money on account for a future purchase or refund your deposit to you by way of Credit Card refund or Company check based on the manner in which you paid.

If you need to cancel anytime after 72 hours of purchasing we will happily transfer your deposit to other merchandise of your choosing or keep it on account for a later time to be used at any one of our stores. Please contact the store from which you made the purchase, call (800) 244-9350 or email us at customerservice@bernieandphyls.com as soon as possible.

What is your return policy?
Bernie & Phyl's wants all of their customers to be 100% happy with their furniture purchases.

If you wish to return merchandise (other than special orders and mattresses/bedding) and receive a refund, you must return the merchandise within 72 hours of delivery in "like new" condition.

The condition of the goods will be determined by the driver at the time of pick up.

Any returns beyond the 72 hours must be approved by our Customer Care department and will be in the form of store credit only.

Please Note: Refunds or store credits will be issued for the total amount of your sale, less the original delivery charge and equivalent pick up charge. Special order merchandise cannot be returned unless defective.

How do I return or exchange an item?
Bernie & Phyl's wants all of their customers to be 100% happy with their furniture purchases.

If you wish to return merchandise (other than special orders) and receive a refund, you must return the merchandise within 72 hours of delivery in "like new" condition.

The condition of the goods will be determined by the driver at the time of pick up.

Any returns beyond the 72 hours must be approved by our Customer Care department and will be in the form of store credit only.

Please Note: Refunds or store credits will be issued for the total amount of your sale, less the original delivery charge and equivalent pick up charge. Special order merchandise cannot be returned unless defective.

Can I return or exchange an item at a store location?
Once you have been given authorization from a Customer Care Specialist to return or exchange an item of furniture, if you prefer to return it to the store you may do so. We do ask that you notify the store as to when they will be making the return or exchange to ensure that this process can be handled smoothly and expeditiously.



Bernie & Phyl's Comfort Exchange Policy

When purchasing a new sleep set, there are a couple of things to be aware of. A new sleep set will be firmer on delivery than the floor model that you tried. All new mattresses will soften a bit in the first 30 days or so. Secondly, it may take several weeks for you to acclimate to a new sleep surface. Most people have been sleeping on the same sleep set for years and it’s only natural that it might take a while to get used to your new bed.

We ask that you sleep on your new sleep set for at least 30 days, to allow the bed to break in and to give your body time to adjust to the new sleep surface. Comfort exchanges cannot be offered less than 30 days after delivery. We will allow you up to 90 days, after delivery, to take advantage of a comfort exchange.

If, after sleeping on your new sleep set for a minimum of 30 days, you are not happy with the comfort that the set provides, you may reselect any other mattress, of the same or higher value, within 90 days of delivery. One comfort exchange per customer. You will receive a credit for the full price of your original mattress purchase, less any original delivery charge to apply towards your reselection. A redelivery/ removal fee of $99 will be assessed on your reselected mattress.

If you take advantage of your one-time comfort exchange and you reselect to a different brand, you may exchange your foundation. There will be an additional $50 redelivery/removal fee assessed.

Adjustable bases are not covered by our comfort exchange policy and may not be returned or exchanged.

We will not exchange any mattress that is stained in any way whatsoever, due to state and federal laws designed to protect public health.

We will not exchange mattresses or foundations due to height issues. Your sales consultant will be happy to measure the thickness of your new sleep set and show you how to measure its height on your new bed, if you are purchasing one from us, or on the bed you currently own.

We recommend a low-profile box spring with all new mattress sets and we offer low profile bed frames as well. The height of the bed is an important issue which some customers overlook. Please be careful to select the correct combination of mattress, foundation, and bed frame to achieve your desired height.

Our Comfort Exchange policy applies to all King mattresses costing $849.99 or more, Queen mattresses costing $549.99 or more, Full mattresses costing $539.99 or more, Twin mattresses costing $469.99 or more and Twin XL mattresses costing $569.99 or more.

*Any defects in the workmanship or materials (not to be confused with comfort issues) on any sleep set you purchase from Bernie & Phyl's Furniture are covered by the manufacturer’s warranty. If you have any questions about the manufacturer’s warranty on any sleep set you are interested in purchasing, please ask you sales consultant for a copy of the appropriate warranty statement.

**Comfort exchange period for Serta iComfort and Serta Hybrids is 120 days.

Important Information About Your New Sleep System

  • There is an initial break in period. All mattresses and foundations are made to order from all new materials. The mattress set may feel slightly different from the floor model for that reason.
  • All new foams, fiber, and fabric may have a slight odor that will dissipate over a few days. There may be an adjustment period for your body to adjust to the new comfort level of the product.
  • Today’s mattress products are designed to provide optimal support, conformance, and motion separation. Like a fine pair of leather shoes, the mattress may conform to the body and body impressions of up to 1 ½” are possible and normal. This is caused by the compression of the foam and fibers. Impressions greater than 1 ½” would be covered under the warranty.
  • Please review the warranty card that will be attached to your new purchase. It will outline what is covered under the terms of the warranty. It is recommended that you take your warranty card and store receipt, place it in a Ziploc bag and slip it between your mattress and foundation.
  • Please take proper care of your new sleep set. Mattresses in an unsanitary condition will void the warranty. That includes stains and soiling.
  • If a foundation is used under your new mattress, it must be the matching foundation from the manufacturer. All other foundations will void the warranty. Mattresses on a platform bed are covered under the Manufacturer’s warranty.

Mattress Care Tips

  • Proper Installation - Ensure that your new mattress and box spring are properly installed on a sturdy bed frame with a center support for queen and king size mattress sets. Improper installation can damage a new sleep set. If you choose to transport and install your new sleep set yourself, carefully review all installation instructions.
  • Rotate It - You should rotate your new mattress from end to end every two weeks for the first three months and then once every six months.
  • Use a Protective Mattress Pad - In order to keep your new mattress fresh and free from stains, you should use a quality, washable mattress pad. Stains and soiling will void the manufacturer’s warranty.
  • Let It Breathe - If you detect any odors from your new mattress, you should let the mattress “air out.” Most odors dissipate within a week.
  • Don’t Dry Clean - The chemicals used in dry cleaning agents and spot removers may be harmful to the mattress fabric or underlying materials. Vacuuming is the only recommended cleaning method. Never soak a mattress or box spring.
  • Don’t Remove the Tag - It’s not “illegal” to remove the tag, but the information on the label will assist in identification should you have a warranty claim in the future.
  • Save Original Receipts and Warranty Papers - Please be careful to save your original sales receipt and warranty information for any potential future use.
  • It’s Not a Trampoline - Don’t allow children to jump on your new sleep set. It could damage the interior construction and void the warranty.

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