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What photos do I need to file a warranty claim?

In order for our warranty team to properly assess a warranty claim, we require some information to help understand what product you have and what issues you are experiencing. It is helpful to be as descriptive as possible when filing a warranty claim to help our team understand how to best assist you!

Important: When attaching your photos to your warranty claim, please attach one photo at a time before clicking next. You'll be guided through the required photos one at a time. 

To file a warranty claim you will need the following information:

  • Photo or file 1: Copy of your purchase receipt

    • You can provide a photo of your receipt or you may attach a scanned file of your receipt. This is needed if you purchased from a retail store location and not needed if you purchased directly from Stearns & Foster (by website or phone). If you do not have this, we cannot move forward with the claim. 

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  • Photo 2: A clear and full image of the whole product

    • This image should show the entire product in clear lighting without sheets or bedding.

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  • Photo 3: A view of the affected area (for mattresses, use a broom/yardstick & ruler to measure sagging)

    • This image should focus on the affected area that is believe to be defective. 
    • Use a broom handle/yardstick and ruler to help show the visible indentation or dip.
    • Show the full broom stick end to end with the ruler leaning against the side of the broom in the lowest point of the sag, voiding the tufting/button area of the mattress.

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  • Photo 4: A clear image of your base, foundation, or frame that is supporting the mattress

    • Are you using a metal frame, wooden side-rail bed, power base or platform base? Provide a photo of your frame or foundation and list any details about the foundation/frame in the description.

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  • Photo 5: A clear image of your entire product law tag

      • The mattress/base law tag is usually located by the head or foot of the mattress/base on the underside. Other products usually have the tag on the outside of fabric covers, but could be on the inside of some zippered covers. 

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Helpful tips for capturing your photos:

Remove any bedding and ensure the lighting is bright and clear. For the defective view of the mattress, lie a yardstick or long broom handle across the section that appears to be defective. Place a ruler in the deepest part of the sag or indentation and lean it against the broom/yardstick to be able to visually show how far the indentation dips without weight. You may also use a quarter in place of the ruler to measure how much of an indentation is visible in foam mattresses. Be sure to not push the ruler or quarter into the mattress.

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