Frequently Asked Questions
- Billing Address (Name, Address, Phone Number, and E-mail)
- Shipping Address (Name, Address, Phone Number, and E-mail)
- Billing Information (Name on Card, Card Number, Card Type, and Expiration Date)
The shipping address is required in order to ship your order; the e-mail address is used to send your receipt and tracking information; the billing address is needed to verify the identity of the cardholder; and the phone number is necessary so that we can call you if there's a problem with your order.
Note: You DO NOT have to submit your credit card information or make any commitment before seeing and agreeing to your shipping charges.
Note: Any changes made to the delivery addresses after shipment will result in a $13 Correction Fee. If the correction will result in the package going to a different state, customer will be responsible for the Correction Fee plus the cost of Shipping.
Here at the FactoryOutletStore, we not only care about our customer's order experience, but we also care about their safety. Due to the recent COVID-19 outbreak, we will not be accepting returns at this time. However, we are available to answers any questions or concerns you may have regarding your return/exchange. Please feel free to reach out to us at Customerservice@factoryoutletstore.com regarding any return/exchange questions. Thank you for shopping with the FactoryOutletStore & stay safe!
We want you to be happy with your purchase from FactoryOutletStore.com. We strive to provide our customers with the highest level of service possible. From first visit to order delivery, we want you to be completely satisfied with your experience.
You may return or exchange most merchandise for a refund within 30 days from date of purchase.
Due to overwhelming piracy on software including DVDs, CDs, and Pre-Loaded Data Cards, the manufacturer has stated that these items cannot be returned back to FactoryOutletStore.com. For any issues concerning the software (i.e. Defect, Troubleshooting, etc.), the customer is responsible for contacting the manufacturer directly for assistance.
At FactoryOutletStore.com returns are easy. Brand New items may be returned or exchanged within 30 days from date of purchase. Returns are subject to a 15 percent restocking fee plus the actual cost of shipping. This amount will be deducted from the amount of your refund.
Factory Serviced items are exchangeable for a replacement of the same model on defective items only within 30 days from date of purchase.
Bulk Packaged items have a 90-Day EXCHANGE ONLY Warranty from date of purchase. Customer should NOT contact the manufacturer for ANY reason associated with these products.
All returns or exchanges missing or with damage to the original box may be refused or may be subject to a 20% penalty fee (i.e. missing/damaged UPC barcodes, missing/damaged manuals, missing/damaged warranties, tape on the manufacturer’s box, etc.). Ship all returns using a traceable shipping method and a separate shipping box. DO NOT put any courier labels on the manufacturer's merchandise packaging. Doing so requires FactoryOutletStore to pay for replacement packaging. Therefore, additional fees will be charged under these circumstances.
We will not accept items back unless they are returned with the manufacturer's original packaging.
FactoryOutletStore is not liable in any way for returned packages that were lost or damaged during shipment.
NOTE: Due to the fact that FactoryOutletStore ships from different warehouses around the country to expedite your shipping time, the address on your packing slip may NOT be the correct address for handling returns and exchanges. FactoryOutletStore is not liable for packages sent to any address other than our Syosset, NY address listed above and below.
Please include a copy of your receipt along with a description of all problems you had with the packaged components. You should choose a courier that provides tracking and insurance for your package. We do not reimburse shipping and handling costs incurred by FactoryOutletStore while processing your order, or any shipping costs the customer incurs while returning or exchanging your purchase.
Click Here for Return/Exchange Form.
COVID-19 Mattress Return Policy Mandate
Due to the ongoing pandemic, we'd like to ensure the safety of our employees and our customers. Therefore we'd like you to follow this protocol in cases where you are looking to make a return / exchange, you must not be removing your mattresses law tags. If the tags are discarded, the mattress's warranty will be voided, and FactoryOutletStore will not approve a return or exchange. If you are interested in making a return or exchange, please reach out to us at 1(800) 737-4934 or email us at Bedteam@factoryoutletstore.com for further instructions. Thank you for shopping with the FactoryOutletStore & Stay Safe!
Factory Serviced: A product can be designated as factory serviced for several reasons, including:
It was returned: People might return a product for many different reasons. Sometimes they simply don’t understand how to use it. Other times it’s because they received a product as a duplicate gift. Such returns may not be sold as "new" and must be sold as factory serviced.
It required repair: Some products require repair of initial defects. Rest assured we only sell fully-repaired products that operate as new.
When a product has been returned, it is fully examined by trained technicians. They evaluate every detail to be sure it meets all performance specifications. If they determine that the product can be refurbished, it is reconditioned or repaired to factory specifications, then cleaned and tested. Only then is it packaged and presented here for purchase.
Note: Some products may have minor cosmetic blemishes and/or may not include small accessories such as belt clips, wall brackets, carry cases, manuals, etc.
Brand New Items: All brand new items come with at least a 1 year manufacturer's warranty.
Newly Overhauled Items: All newly overhauled items come with at least a 30 day warranty depending on the model.
To learn more about your Factory Protection Plan, please click a link below based on where you live.
Click here if you live in: Alaska, Delaware, Iowa, Idaho, Indiana, Kansas, Louisiana, Maryland, Michigan, Mississippi, North Carolina, North Dakota, Nebraska, Pennsylvania, Rhode Island, South Dakota, Tennessee, West Virginia.
Click here if you live in: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Kentucky, Maine, Massachusetts, Minnesota, Missouri, Montana, New Hampshire, New Jersey, New Mexico, Nevada, New York, Ohio, Oklahoma, Oregon, South Carolina, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, Wyoming.
Toll free: 1-855-661-9129
575 Underhill Blvd
Syosset, NY 11791