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HomeFrequently Asked Questions
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  General issues
  Orders
  Warranty and Returns
  Shipping issues
  Terminology
 
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Q: Is the item you advertise new?
A: All of our items are brand new and untouched unless otherwise stated.
Q: Do I have to pay sales tax?
A: At this time only shipments made to addresses within the state of FL must pay sales tax. All others are exempt.
Q: How safe is the information I share with you?
A: Our secure servers protect your information using Firewalls and the most advanced technologies. Whenever sensitive information is being transferred between your browser and our servers, we use SSL (Secure Sockets Layer) the highest 256-bit encryption to make sure all your personal information is safe from unauthorized use. When SSL is used, most browsers will show a lock icon in the bottom of the status bar. For more information, please click on the THAWTE logo (on the left side of all our pages) to verify our membership, and our commitment to your security.
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Q: How do I monitor the process of my order?
A: After placing an order and confirming all its contexts, you will be able to monitor the status of your order by going to 'My Account' link located at the top of AirMattressDirect.com home page. Additionally, you will get an email confirming each step of the process, including one when shipped with a link to the tracking number.

Q: What does it mean when my order says: pending, shipped, cancelled?
A: Pending means that you have placed the order and it is now in the processing stage. In this stage we make sure that the item/s you chose are ready to ship, that your method of payment has all the information necessary, that the method of shipping is compatible with the item/s we ship and finally we process your payment.
Shipped means that your order has shipped. At this stage you should have gotten an email with a list of items that shipped and a link to the package tracking number.
Cancelled means the order has been cancelled by a request from the customer or by AirMattressDirect.com. For more details you may email our sales department.
Q: What happens if you don't have my item available to ship?
A: In a case where an order has been placed and there is no availability for the item/s, a sales representative will contact you by email or by phone to inform of the delay and give an approximate date of shipping. The representative may also suggest an alternate product for the ordered one. If only part of an order is not available to ship, the available products will be processed and shipped and the others will be backordered and shipped as soon as new inventory reaches our warehouse.
Q: How do I know if AirMattressDirect.com received my order?
A: As soon as you completed the order process and confirmed its context, you will receive an email of confirmation. Then, within the one business day (excluding Holidays and weekends), and after our sales department had a chance to verify all the information supplied, you will receive an email with payment instructions if necessary. There after we will notify you by email every step of the way.
Q: How long do you keep my order status history?
A: Your order status history will be available for 6 months from the day we ship your order.
Q: Which payment methods do you accept?
A: AirMattressDirect.com currently accepts Visa, MasterCard, Discover and Diners Club. We also accept payments by Google Checkout, Money Orders, Cashier's Checks, bank wire transfers and Western Union.
Q: How can I place an order?
A: Best, fastest and most efficient way is to go directly to our web site and register for an order there.
Q: Can I order by phone?
A: We do not accept phone orders. AirMattressDirect.com is an Internet company and has invested into the latest and most hi-tech resources to make your on-line order processing as easy and as friendly as possible. In order to keep our sales prices as deeply discounted as they are, we only accept on-line orders. Should you encounter difficulties, you may call or email us, and one of our sales representatives will be very happy to walk you thru.
Q: Can I pay by phone?
A: At this time we only accept payments on-line.
Q: I am in your area; can I pick up my order at your place?
A: AirMattressDirect.com is open to the public.
Q: How do I pay with paypal?
A: Once your order is placed, you may select PayPal as your payment option. After we will review your order, we will email you a payment request. Please only make your payment through that link.
Q: Can you ship an order to my work place or to another address?
A: If you pay by Money Order, Cashier's Check, bank wire transfer or Western Union, we will ship to any destination. If paying by credit card, you should have your work address listed as an alternate shipping address with your issuing bank. This is done for security reasons to prevent any fraudulent charges on your card. Orders that are paid via PayPal will only be shipped to the confirmed address that is listed with PayPal.
Q: Can I send an order to someone as a gift and make sure that the price does not show on the packing slip?
A: Yes, you can. You must make a remark with the order of this fact so special packing slip can be inserted.
Q: Can I add or delete items from my order if I change my mind?
A: Yes you can. If you want to change your order, please let us know as soon as possible by email. We will check the status of your order and attempt to make the necessary changes. If your order has already shipped, we will not be able to make any changes and return/exchange policy will go into effect.
Q: What do I do if I want to cancel my order?
A: Contact us right away by email with the request. Orders that have been shipped cannot be cancelled and return for refund policy will take effect.
Q: What happens if there are issues with my order?
A: If there are any issues with your order, you will be contacted by a customer care representative via email or phone call.
Q: I noticed that the price of merchandise that I bought yesterday, went down today, am I getting ripped off?
A: No, you are definitely NOT!! Our advertised selling price is always the same for everyone. Prices fluctuate based on our purchase price.
Q: What is your delivery policy?
A: AirMattressDirect.com will attempt to deliver your package anywhere. We cannot determine exact delivery time. For more specific delivery details, please refer to your tracking number.
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Q: Do I have to pay for shipping if I return the item?
A: Yes, shipping is your responsibility when returning an item. Canadian buyers must ship packages back to us using Canada Postal Service only. In addition, when exchanging an item, the return shipping must be prepaid by the customer.
Q: Why do I need a return authorization number (RA#)?
A: An RA# enables you and us to track the process of your return. Our receiving department will not accept any packages without an RA# noted on it.
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Q: What is the best way to ship?
A: For most packages that are shipped to within the lower continental 48 States, we recommend UPS ground Shipping Services. We also use USPS for certain items and addresses. Please note that we do not offer 3rd party billing or freight collect services.
Q: How much does it cost to ship?
A: We try to make it as simple as possible. You get FREE shipping on all orders when choosing standard ground to the appropriate shipping address.
Q: What type of service do I get with 'Free Shipping' promotion?
A: AirMattressDirect.com offers free shipping. When you purchase any item, we will ship it FREE of charge (including insurance) to any physical address in the 48 States of the continental USA via any of our choice of delivery companies. Note: actual shipping costs will be deducted from any item that will be returned for refund.
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Q: What does 'Open Box' mean?
A: Any item which was opened for inspection, or testing purposes but never actually owned by anyone, can be considered 'open box'. The unit will most likely have been operated at one point, and then repackaged as new in its original box.
Q: What does 'Temporarily Out' mean?
A: Item is not currently available and is on order.
Q: What does 'New Arrival' mean?
A: Item that just became available within the past 60 days.
Q: What does 'Coming Soon' mean?
A: AirMattressDirect.com will show new models which still not released.
Q: What does 'On The Way' mean?
A: A newly released item that will become available for sale soon. You may opt to receive an automatic email notification once the product becomes available for sale.
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