Frequently Asked Questions

Couldn't find what you were looking for? Have a great idea for a new product? We value your feedback and want to hear from you. To let us know how we can improve your shopping experience, or to ask a specific question about your order, find our contact information below or use our Contact Form.

  • Delivery, Shipping & Customer Pickup
  • Order Processing
    • How will I know when my out-of-stock item is available?

      Your Sales Associate or an Online Order Representative will contact you to schedule delivery or in-store pick up when your out of stock item(s)
      arrive to our warehouse.
      Estimated Arrival Status:
      Early Month - First 10 Days
      Mid-Month - 11-20th of Month
      Late Month - Last 10 days of month

    • How will I know if a discount has been applied to my order?

      All discounts and offers will be applied to your online order at the time your order is received. You credit card will not be charged until all adjustments have been made to your purchase. You will receive an updated email invoice confirmation with your new total.

    • Do you offer price adjustments?

      If you can make an identical furniture purchase in our service area (50 Miles from any Art Van Furniture Store) for a lower amount (including local delivery charges) within 30 days of your purchase date, we will refund the difference plus an additional 10% of the difference. See store for details. Excludes custom orders, floor-samples, online purchases and sales tax.

    • How do I cancel my order?

      Contact your Sales Associate, or call us at (888) 427-8826.

  • Payment Options & Financing
  • Warranties, Service & Repairs
    • Do you offer any extended warranties?

      Art Van Furniture provides the opportunity to purchase programs to protect your furniture such as Five-year Complete Care, Leather, Fabric, Wood, Furniture and Mattress protection; as well as Outlet and Floor Sample coverage. More information.

    • How do I receive service on my Art Van Furniture purchased merchandise?

      Art Van Furniture is a factory-authorized service center for the furniture we sell. For one year after delivery, we offer free service on manufacturer's defects for households within our service area (50 Miles from any Art Van Furniture Store.) As your exclusive remedy, we repair the item or, at our option, replace it. Damage from use, such as scratches, tears, wear, color-fastness and/or other types are not covered. Outlet purchases, floor samples, purchases used commercially are excluded from this service option.

      Our Service and Warranty Department can be contacted directly at 800-662-0038. The Service and Warranty Department is open Monday - Friday, 9am-7pm EST and Saturday-Sunday from 9am-4pm EST.

    • What is included in your warranties?

      Mattress Protection Warranty
      Art Van Furniture's 10-year Mattress Protector Program provides protection against construction failure such as, defective materials or workmanship i.e., seam, quilting or skirt fraying or unraveling. Call customer service within 5 days of noticing a defect. If the flaw can not be corrected, Art Van will issue a return up to two replacements. Our 10-year program also provides protection against mattress staining from food and beverages, or human/pet bodily fluids. If a stain occurs, blot and apply baking soda to the wet area. Let the baking soda absorb the moisture, then vacuum. If the stain is still visible, call customer service within 5 days of staining to make a warranty claim. Art Van will authorize a replacement equivalent to the purchase price - up to four incidents - if we are unable to remove the stain.

  • Layaway
    • Do you offer layaway?

      You may reserve the sale price of non-Outlet, regularly-stocked items and delay delivery for up to 60 days. A payment must be made every 14 days to keep the order in good standing or it may result in cancellation of the order. Merchandise on layaway is not physically held so the order may be canceled if the manufacturer discontinues the item(s). Online purchases are not eligible for layaway.

    • What is the required deposit for a layaway purchase?

      25% of the total balance is due at the time the merchandise is put into layaway. An additional 25% is due every 14 days until the 60 days layaway period is met and the balance is complete.

    • Can you make a payment online for your store layaway?

      You must visit a store to make a payment for your merchandise that has been placed on layaway.

  • Returns
    • What is your return policy?

      Furniture
      For furniture, we offer a one-time reselection or a refund within 7 days of receiving your merchandise:
        1.)  If you choose a similar item of lesser value than the one being returned, we refund the difference
        2.)  If you choose an item of greater value than the one being returned, you are charged the difference
        3.)  If you choose a refund, you will be charged a 15% return fee on the total price of all returned merchandise (including fabric or leather protection)
        4.)  Delivery fees apply to reselections and refunds

      Mattresses
      Advanced sleep research has shown it may take several weeks for our bodies to adjust to the proper support of a new mattress. If you have met one of our 3 Total Satisfaction Comfort Guarantee purchase requirements and, after a minimum of 30 nights, you are unable to comfortably adjust to the support of your new mattress, you have up to the 60th day from your original delivery date to make a one-time reselection.

      Outlet
      Our Outlet offers close-outs, discontinued items, special purchases and manufacturers buy-outs all at the lowest price possible. Sorry, we cannot return, exchange or refund Outlet merchandise - all merchandise is final sale. Read our complete Return Policy here.

  • Delivery Checklist
    • Congratulations on your new furniture purchase! In order to provide you with a great delivery experience, please prepare your home prior to the delivery of your new furniture.
      • Remove existing furniture/electronics from the room to make space for your new furniture.
      • Protect flooring by laying down sheets or plastic where the delivery people will be walking. Exception would be stairs. Due to safety, drivers cannot remove their boots.
      • Remove knickknacks, wall pictures or valuables from the delivery path in your home.
      • Be prepared to accept delivery from the very beginning to the very end of the estimated time frame assigned. Time frames will be assigned 24-48 hours prior to delivery.
      • Winter Deliveries – Please have your walkway and driveway cleared of ice and snow.
      • Remove necessary entry and interior doors for large items such as upholstery, case goods and King size mattresses (Check with store for furniture measurements).
      • Make preparations to secure delivery area from children and pets.
      • Questions regarding your delivery? Please call the number of your Art Van Retail Center noted on your invoice.

PureSleep Frequently Asked Questions

  • Popular FAQ's
    • Why purchase a mattress from Art Van Furniture and Mattress?

      At Art Van, we do things different. We combine our knowledge of sleep along with the latest technology to fit you for the right solutions, so you don't make a mistake or over pay. Get the sleep you deserve!

    • How do I know which mattress is right for me?

      The best way to find your perfect mattress is to visit one of our showrooms and be fitted on the Rest Test by one of our experienced Sleep Specialists.

      Wear comfortable clothes and give yourself time to shop, so you don't feel rushed.

      Try the bed for at least 10 minutes on your side using your hip and shoulder to easily compare the difference in comfort and pressure relief.

      If you can't make it to a store, please call or chat with a sleep specialist online. We would be happy to help you browse our mattresses online.

    • What is my delivery option for a mattress purchase?

      We offer free delivery over $699 and next day delivery in certain areas or you can pick up at a store near you.

      We also have options for delivery anywhere in the US and Canada.

    • What is the return policy for mattresses? What if I am not happy with my mattress?

      The current return policy is for mattresses over $499. The guest must purchase ($150) a comfort protection policy. This gives you 30-60 nights to try the bed and re-select if they are not happy. No additional return fees or delivery fees are charged.

      The first 30 nights is a normal adjustment period for the body to acclimate to the new mattress and therefore we do not exchange mattresses before that timeframe.

    • How do I set up my mattress?

      Art Van PureSleep can deliver your mattress, set it up, and even take your old bed away.

    • Does the mattress need a box spring or foundation?

      For proper comfort and support, the mattress should be supported by a matching brand foundation or adjustable power base.

      A platform bed will work, too. If the platform has slats, they should be no more than 4" apart. If so, add a platform board or additional slats for longer mattress life.

    • What is the difference between buying in store and other bed-in-a-box brands on line?

      Unlike most bed-in-a-box brands, you can experience the top name brand mattresses in person by visiting any Art Van Furniture and Mattress or Art Van PureSleep store.

    • Do you offer a financing program?

      Yes. We have several finance options available online and in our retail showrooms. Click here for more information.

    • What is the difference between a mattress protector and a mattress pad?

      Mattress protectors do exactly what their name implies; they protect your mattress from stains from fluids and liquids, and stop allergens from penetrating your mattress. A mattress pad, on the other hand, is a relatively thick piece of quilted material that sits on top of your mattress and below your sheets. The primary reason people use a mattress pad is because they are unhappy with their current mattress and use it as a short-term comfort solution.

    • Will the mattress protector affect the feel of the mattress?

      Our protector is designed to work with your mattress so it doesn't affect the feel or comfort of your sleep surface.

    • What is your mattress protector warranty?

      We offer up to a 10-year warranty that covers your protector against damage and defects. We also guarantee the cleanliness of your mattress. If you mattress gets stained, we will clean it for free. If we cannot clean it, we will buy you a new bed! To read more about our warranty, please click here.