• Warranty Registration
• Purchases made prior to October 2009
• Purchases made after September 2009
Limited Warranty Questions and Answers
Question: What is covered by Star Furniture’s warranty?Answer: Every item Star Furniture sells is warranted against defects in material or workmanship. Exceptions: T.V. (See Manufacturer’s Warranty)
Question: What is the length of time of a warranty?Answer: The warranty period is twelve (12) months from the date of purchase.
Some manufacturers offer extended warranties on all or certain parts of their products. Claims under these warranties are to be made with the manufacturer. Star Furniture will assist you in this regard upon request.
Question: To whom is the warranty extended?Answer: Original purchaser or person to whom original delivery was made.
Question: What can I expect from Star Furniture?Answer: An item under warranty will be repaired or replaced, at Star Furniture’s option, without charge (see “Delivery Damage” below).
Star Furniture reserves the right to remove a defective item from your home for a reasonable period of time in order to effect necessary repairs in our workshop or by return to the manufacturer.
In cases where Star Furniture determines a warranted item is defective and we can neither repair nor replace the item, our obligation will be limited to the return of the item for full credit.
Question: What about an item delivered damaged?Answer: The customer retains the right to refuse or accept an item in damaged condition. A report must be made to Star Furniture’s Customer Service Office within five (5) business days of receipt in order to be considered delivery damaged.
Question: Where will service be performed?Answer: If the item is small enough to fit in your car, please bring it to the store where it was purchased. For service on larger items, Star Furniture will come to your home subject to our 50 mile delivery and service limit.
After accepting delivery, returns made within 15 days are subject to a 10% restocking fee. Fab Protecting, Leather and Wood charges not refundable. Applicable delivery charges apply.
Sorry we cannot accept returns on custom orders, draperies, televisions (not in original packing), clearance, or “As Is” items, including merchandise from Star’s Clearance Outlet. See our “Sleep Guarantee” regarding mattress returns.
Down payment checks are deposited on the date received. Any refund made necessary by cancellation or credit department rejection can only be made after we have verification that your check has cleared your bank. This process usually takes ten (10) days. Refunds must be initiated by the office associates at the store where you purchased your merchandise. Please contact your store for any questions you may have pertaining to refunds.
Insurance is available upon request.
Life insurance is provided by:
Life Protection Insurance CompanyDallas, Texas
Property insurance is provided by:
Consolidated Texas CorporationDallas, Texas
Your insurance certificates will be completed and mailed to you within thirty (30) days of your sale. Please refer to your certificates for claim procedures and coverage.
Note that approval of your credit application does not require that you purchase insurance.
Hours: Please note our hours for customer pick up are 10am to 7pm Monday through Saturday. 12 Noon to 6pm on Sunday.
Time: Please allow 30 minutes for accumulation of your order. In order to shorten this wait, you may call (281) 492-5424 no more than three (3) hours before your arrival to arrange for a pick-up.
Cartons: Merchandise will be in cartons whenever possible. In some cases this will mean that the merchandise requires some assembly. If you prefer the merchandise to be removed from the cartons and assembled by our staff, please advise by calling (281) 492-5424. Twenty-four (24) hours notice is required for assembly.
Condition of Merchandise: Please inspect your merchandise carefully. Our responsibility for damage ends when you accept the merchandise on our dock. Upon request, we will uncarton the merchandise for your inspection and will then return it to the carton for loading.
Loading: Our staff will assist you in loading your merchandise in your vehicle. We cannot be responsible for damage in transit caused by faulty packaging or inadequately tied-down merchandise. Please secure your items well.
Phone Number: (281) 492-5424
Directions: Take exit No. 750 westbound on I-10 West. Exit is marked “Park 10 Exit.” Proceed on service road. You will see our building on your right (about one mile).
Once at Star, follow signs to “Customer Pick Up” on the west side of the building.
Hours: Please note our hours for customer pick up are 10am to 7pm Monday through Saturday and 12 Noon to 5pm on Sunday.
Time: Please allow 30 minutes for accumulation of your order. In order to shorten this wait time, you may call (512) 346-9400 no more than three (3) hours before your arrival to arrange for a pick-up.
Condition of Merchandise: Please inspect your merchandise carefully. Our responsibility for damage ends when you accept the merchandise on our dock.
Phone Number: (512) 346-9400
Directions: Our “Customer Pick Up” is located behind our store. Please drive behind the shopping center and ring the bell at the “out” door.
Hours: Please note our hours for customer pick up are:
Time: Please allow 30 minutes for accumulation of your order.
Condition of Merchandise: Please inspect your merchandise carefully. Our responsibility for damage ends when you accept the merchandise on our dock. In some cases some assembly maybe required.
Phone: If you have any questions about your pick up, please call (979) 776-4422.
Directions: Our “Customer Pick Up” is on the North side of building, entering off Briarcrest .
Time: Please allow 30 minutes for accumulation of your order. In order to shorten this wait, you may call (210) 558-7800 no more than three (3) hours before your arrival to arrange for a pick-up.
Phone Number: (210) 558-7800
Directions: Our “Customer Pick Up” is located behind our store. Enter parking lot off I-10 feeder or Silicon Drive and ring bell for entry.
• Merchandise purchased in an "As Is" or "Final Sale" condition is not warranted.
• Star has no obligation to service items sold as "As Is".
• "As Is" or “Final Sale” merchandise that has been damaged in delivery can be refused or reported to customer service within five (5) business days of delivery.
• Merchandise that is an Outlet "Special Purchase" or current warehouse stock merchandise will be warranted for twelve (12) months from date of purchase against defects in material and workmanship.
• Claims made on manufacturer’s extended warranties on all or certain parts of their merchandise are to be made with the manufacturer. Star Furniture, upon your request, will assist you with these claims.
• Star reserves the right to remove defective merchandise from your home in order to make repairs in our workshop or by returning it to the manufacturer.
• Where Star determines warranted merchandise is not repairable or replaceable, our obligation will then be limited to the return of that item for full credit.
*See Above
Hours: Please note our hours for customer pick up are 10am to 7pm Monday through Saturday. 12 Noon to 5pm on Sunday.
Cartons: Merchandise will be in cartons whenever possible. In some cases this will mean that the merchandise requires some assembly. If you prefer the merchandise to be removed from the cartons and assembled by our staff, please advise by calling (713) 695-7827. Twenty-four (24) hours notice is required for assembly.
Breaking In Your New MattressJust like a new pair of shoes, a new mattress will conform to your body over time as you use it. As you sleep in the same basic location on your mattress every night, a certain amount of compression of the “comfort system” materials will occur. This is not a defect. The amount of “comfort layers” has dramatically increased in modern mattresses versus those of the mattresses produced in the past. It is not uncommon to see a ridge or hump down the middle on larger sizes since the mattress is not typically used in this area and the padding layers are not compressed. By sleeping in the middle of the mattress, you will compress these padding layers also and reduce the visual signs of a ridge. We recommend you rotate your mattress on a regular basis to break in your mattress evenly throughout the entire surface.
Rotating Your MattressTo increase the comfort and durability of your mattress, we recommend you rotate your mattress on a regular basis. It is recommended for the first two months, you rotate your mattress every two weeks. This will allow an even “break in” period for your mattress. After the first two months, it’s recommended you rotate your mattress once every three months. For your convenience, we have illustrated below the best method.
Body Impressions vs. SaggingA body impression in the mattress may appear as a “sag” - but there’s a big difference. Today’s resilient materials are designed to conform to the sleeper’s individual contours. The appearance of a body impression rarely means there is a structural defect. It simply indicates the comfort layers are settling and conforming, as they should. This may cause the mattress to have the appearance of a slight uneven sleeping surface. New padding layers of modern mattresses start to settle immediately. The resilient materials used in these mattresses are designed to conform to your body’s contours.
The load supporting ability of the comfort layers does not change as a result of this settling process. This is not a structural defect. Nor should it arise concern that your new mattress is defective. Body impressions actually decrease over time when the comfort layers are given time to settle to their normal height.
New Mattress SmellJust like a new car, your mattress may have that new smell. Before putting on your bed linens, let your new sleep set “air” for a few hours upon removal from the plastic packaging.
Frame/Center SupportAlways use a strong stable foundation frame. Today’s beds are heavier and require a center support to provide the proper level of support. Queen and king size beds require a metal bed frame to have a rigid center support to comply with our warranty. Center supports for a queen size should have one leg, while the king size should have two. In beds with wood slats, five slats should be used with the center slat having a support that extends to the floor.
Protecting Your InvestmentYou’ve made a great investment in your purchase of a Serta mattress. The use of a mattress pad/protector may prevent your mattress from becoming soiled or stained, which will void your warranty. The use of a mattress pad/protector is certainly recommended.
Adjustment PeriodNormally it takes your body several weeks to become accustomed with the feel and support of your new mattress set - just as you might expect with a new pair of shoes. Also, the new materials in the comfort layers may take a little time to conform. Because your new mattress is offering proper support, it is not uncommon to experience some back discomfort while your body adjusts to your new mattress.
Mattress Delivery or MovingSo your delivery will go as smooth as possible, please consider doorways, staircase clearance and the size of the room. You can flex the mattress a little, but never fold, curl or bend it. Such actions can damage the inner spring and may cause the comfort layers to shift.
WarrantyCongratulations on your new Serta sleep set purchase. Our goal is to provide the highest product quality and durability, assuring you of the most comfortable and healthful nights sleep. Your sleep product warranty can be found attached to the side of your new mattress. It details the Dos and Don’ts of bedding care as well as a summary of your warranty period. If you feel that you have a warranty issue, please contact Star Furniture Customer Service at (800) 364-6661 ext. 5433.
