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Store Policy

Delivery Policy
We recommend that you have your new merchandise delivered by our professional delivery team. We do have standard delivery fees and there will be an additional fee for same day or special delivery arrangements. Our delivery specialists are not allowed to move your personal property and are only insured to set up merchandise purchased at New Look Furniture/Mattress Joe. New Look Furniture/Mattress Joe has the right to refuse delivery of any merchandise to your home if the location or room is not clear and ready for installation of new merchandise. If you feel anything in your home could be an obstruction in the path of delivery, please clear it out before we arrive. Old mattress and foundation removal is limited to special instructions on the original sales ticket. Additional delivery fees will apply to any delivery that is rescheduled or canceled within 24 hours of original delivery date.  These fees will have to be satisfied in full before additional delivery arrangements can be made.

Merchandise Acceptance Policy
Please inspect all merchandise carefully. Our delivery specialists will ask you to sign a Delivery Receipt/Work Order sheet when any merchandise is delivered to you. If any damages occur to your merchandise, personal property, home or business during the course of a delivery, you must note on the delivery receipt before our delivery team leaves the property and report any incidents to our store immediately.  In case of customer pick up, all items should be inspected carefully prior to leaving any of our facilities. Your purchase is under your possession and control as soon as you leave the door of our store or warehouse. If you have a problem, we will gladly inspect it. New Look Furniture/Mattress Joe is not responsible for any damages that are found once you leave the warehouse or store.

Special Orders
Absolutely no cancellations on any special orders. Arrival time on special orders is subject to change. (Some special orders, depending on vendor, may take up to 12 weeks or more for delivery.) A minimum of 50% non-refundable down payment is required on all special orders. Special sizes include but are not limited to Twin or Full Extra-Long, Split Queen, Split King, California King, Split California King, adjustable bases and all other custom sizes.

Layaway Policy
All Layaways must have a 20% non-refundable deposit at time of purchase. Layaways are good for 90 days and must be paid and scheduled for pick up or delivery within 90 days. A 21-day advance notice on all layaway pick-ups or deliveries is required as rotating stock will not be held in storage. If the layaway merchandise is not in stock, you must wait for the next shipment from the manufacturer. Floor models, special purchases, clearance merchandise and accessories do not qualify for the layaway program.

Labor and Service Call Charges
New Look Furniture/Mattress Joe covers labor and service call charges for one (1) year.  A $50 per hour fee is charged on all repairs and service calls after the first year.

Return Policy
Sorry, NO REFUNDS! (But we will gladly offer you an in-store credit.) In situations where items do not match as planned or may not fit your space as planned, we will gladly let you re-select within 48 hours of your delivery at no charge. You will be responsible for a new delivery fee, if applicable. Bedding and merchandise sold as-is is non-returnable.

As-Is Merchandise
No exchanges, refunds, or warranties are given on any as-is or floor sample merchandise.


1)    Cushions: See manufacturer’s warranty or ask your sales associate.
2)    Sleeper Mechanisms: See manufacturer’s warranty or ask your sales associate.
3)    Reclining Mechanisms: See manufacturer’s warranty or ask your sales associate.

Case Goods
New Look Furniture/Mattress Joe warrants all bedroom, dining room, living room, occasional, and accent furniture for one (1) year against manufacturer defects.


Most mattresses are covered by a manufacturer's warranty. Please ask your sales associate/read your warranty card for support requirements. Mattresses that are stained, soiled or damaged may automatically be voided of any manufacturer's warranty. Closeouts, clearance, floor models and as-is merchandise are not covered by any warranties. Please refer to your warranty card or speak with your sales associate for exact details of your warranty. Warranty decisions are made by the manufacturer, not by New Look Furniture/Mattress Joe employees. A delivery fee for any eligible warranty exchange is additional.

Comfort Exchange Guarantee
New Look Furniture/Mattress Joe honors comfort exchange on premium mattress sets, provided the manufacturer has offered a comfort exchange for that model at the time of original purchase. It is mandatory that you sleep on your new mattress for 30 nights to be eligible for a one-time exchange for any other mattress in the store of equal or greater value. It may take several weeks for your mattress to “break in” and for your body to adjust. Comfort exchange must take place within 90 days of delivery. Simply visit the New Look Furniture/Mattress Joe location of your original purchase within the time frame given by the manufacturer and reselect the mattress that best meets your comfort needs. If you select a mattress of greater value, you must pay the difference in price, delivery fee, transportation charge and eligible taxes. A transportation charge of $250.00 will be collected for all comfort exchanges. Special orders, clearance merchandise, "As-is", floor models, adjustable bases, mattress protectors, furniture, pillows, accessories and delivery fees are non-returnable and therefore are not eligible for any comfort exchange or credit. Mattresses that are stained, soiled or damaged are not eligible for any manufacturer comfort exchange.

No warranty or exchanges will be offered or given on any merchandise that is purchased for commercial use or purchased on a commercial account.

We cannot hold merchandise or it's prices beyond 30 days due to limited space and frequent price changes. We appreciate your understanding.

For more information on our service claims process, Click Here.

If you have any questions, please feel free to contact our customer service department at (337) 497-1110.