Shipping policy

At StarSleep, we understand that receiving a large home-care product is an important part of your purchase experience. Our team works closely with freight carriers and local delivery partners to make your delivery as smooth, clear, and reliable as possible.

This policy explains where we ship, how StarSleep beds are delivered, what to expect from Standard Delivery and White Glove Delivery, and what to do if there is an issue with your shipment.

Where We Ship

StarSleep currently ships only to the 48 contiguous United States.

At this time, we do not ship to:

• Alaska

• Hawaii

• Puerto Rico or other U.S. territories

• International destinations

We are currently focused on serving customers within the contiguous United States and do not offer international freight-forwarding arrangements.

Shipping Costs

We offer Free Economy Shipping on orders over $98 within the 48 contiguous United States.

Orders under $98 are subject to a $7 flat shipping fee.

Large products such as StarSleep beds are shipped by freight carrier. Additional charges may apply only when special delivery arrangements are requested or required.

If additional charges are necessary, we will contact you before proceeding.

Order Processing

Orders are processed Monday through Friday, excluding major holidays.

Once your order is prepared and released for shipment, you will receive a shipping confirmation email with tracking information.

Please note:

• Processing time is separate from transit time.

• Freight shipments may require additional coordination before pickup.

• Orders placed during weekends or holidays will be processed on the next available business day.

• Pre-order products follow the estimated availability or shipping date shown on the product page or communicated by StarSleep Support.

Shipping and delivery dates are estimates and are not guaranteed.

How StarSleep Beds Are Delivered

StarSleep beds are oversized freight items and are typically shipped through CEVA Logistics or another approved freight carrier.

After your bed ships:

1. You will receive tracking information.

2. The freight carrier may contact you before delivery.

3. A delivery appointment or delivery confirmation may be required.

4. An adult should be available to receive the shipment.

5. A signature may be required.

Because freight delivery is different from standard parcel delivery, tracking updates may not appear as frequently as UPS or FedEx package tracking.

Standard Delivery

Standard Delivery provides transportation of your order to the delivery address provided at checkout.

Standard Delivery does not include full in-home assembly or setup unless White Glove Delivery has been purchased.

Customers selecting Standard Delivery should be prepared to:

• Receive the freight shipment

• Move the product into the desired location

• Unpack the shipment

• Assemble the bed

• Dispose of packaging materials

StarSleep provides installation instructions and customer support to assist with setup.

If you would prefer professional delivery and assembly, we recommend selecting White Glove Delivery when placing your order.

White Glove Delivery

White Glove Delivery is available in many locations within the 48 contiguous United States.

This service is designed for customers who would prefer assistance receiving, moving, assembling, and setting up their StarSleep bed.

White Glove Delivery typically includes:

• Receiving and coordinating the shipment

• Delivery into the requested room

• Complete bed assembly

• Basic demonstration of bed functions

• Removal of product packaging after installation

White Glove Delivery is arranged through StarSleep-approved local service providers.

After the bed arrives at the local service provider or delivery partner, they will contact you directly to schedule the final delivery and installation appointment.

Additional Scheduling Time

White Glove Delivery may require additional time compared with Standard Delivery because the shipment must be coordinated with a local installation provider.

The exact installation date depends on:

• Product arrival

• Local provider availability

• Customer availability

• Property access

• Location and delivery conditions

We recommend providing accurate contact information at checkout so the delivery provider can reach you easily.

Services Not Included With White Glove Delivery

Unless specifically quoted and approved in advance, White Glove Delivery does not include:

• Removal of an existing bed

• Removal or disposal of an existing mattress

• Furniture removal

• Furniture disassembly

• Moving unrelated furniture

• Special moving or rigging services

• Additional work requested during installation

If you need any of these services, please contact StarSleep before delivery.

In some cases, the local service provider may be able to offer additional services for an additional fee.

Stairs, Apartments, and Special Access

Before selecting White Glove Delivery, please let us know if your delivery location includes:

• Multiple flights of stairs

• No elevator access

• Narrow stairways

• Narrow hallways or doorways

• Long walking distances from the delivery vehicle

• Freight elevator requirements

• Building access restrictions

• Certificate of Insurance (COI) requirements

• Assisted living or senior living facility requirements

Special access conditions may require additional coordination or additional charges.

Providing this information in advance helps us select the appropriate delivery provider and avoid delays.

Accessories May Arrive Separately

Accessories included with your order may ship separately from your bed.

Examples may include:

• Bedding sheet sets

• Waterproof covers

• Pillows

• Bedside tables

• Backup batteries

• Other accessories

These products may be shipped by UPS, FedEx, USPS, or another parcel carrier.

As a result, you may receive:

• Multiple packages

• Multiple tracking numbers

• Deliveries on different dates

It is normal for accessories and the main bed shipment to arrive separately.

Tracking Your Order

Once your shipment has been dispatched, StarSleep will provide available tracking information by email.

For freight shipments, carrier tracking may show fewer updates than traditional parcel tracking.

If you have questions about your shipment or have not received an expected update, please contact StarSleep Support.

Phone: +1 833-500-0960
Email: customers@starsleep.co

Inspecting Your Shipment

Please inspect the exterior packaging when your order arrives.

If you notice significant packaging damage, missing cartons, or visible product damage:

1. Take clear photos of the shipment before unpacking.

2. Take photos of any damaged areas.

3. Note visible damage or missing packages with the carrier whenever possible.

4. Keep all packaging materials.

5. Contact StarSleep Support as soon as possible.

Photos and delivery documentation help us investigate shipping issues and work with the carrier more quickly.

Outer Carton Damage

Minor scratches, dents, tears, or cosmetic damage to the outer shipping carton do not necessarily indicate that the product inside has been damaged.

If you are unsure, please take photos and contact us before discarding the packaging.

Missing or Damaged Items

If you believe an item is missing or damaged, please contact us with:

• Your StarSleep order number

• Your full name

• Photos or video of the issue

• Photos of the packaging

• A description of what is missing or damaged

Our team will review the information and help determine the appropriate next step.

Please do not discard damaged parts or packaging until our support team has reviewed the case.

Delivery Delays

We work with our carriers and local service providers to deliver orders as efficiently as possible.

However, occasional delays may occur because of circumstances such as:

• Severe weather

• Regional freight congestion

• Carrier scheduling

• Holidays

• Road conditions

• Delivery appointment availability

• Building access restrictions

• Incorrect or incomplete address information

• Circumstances outside StarSleep's reasonable control

If a delay occurs, StarSleep will assist with tracking and coordination whenever possible.

Estimated shipping and delivery dates are not guaranteed arrival dates.

Refused Deliveries

Please contact StarSleep before refusing a shipment.

If a shipment appears damaged, we recommend photographing the condition and contacting us so we can help determine the best course of action.

Orders refused without prior authorization may be subject to:

• Return freight charges

• Storage fees

• Redelivery fees

• Carrier refusal fees

• Other related logistics costs

These costs may be deducted from any eligible refund.

Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Before placing your order, please verify:

• Street address

• Apartment or unit number

• ZIP code

• Phone number

• Email address

If you notice an error after ordering, contact us as soon as possible.

Once a freight shipment has been released, address changes may not be possible and may result in additional carrier charges.

Changing or Cancelling an Order Before Shipment

If you need to modify or cancel your order, contact StarSleep as soon as possible.

We will make every reasonable effort to accommodate the request before shipment.

Once an order has been transferred to the freight carrier, cancellation, rerouting, or address changes may result in additional shipping or handling charges.

Pre-Order Shipping

Some StarSleep products may occasionally be available for pre-order.

For pre-order products:

• The expected shipping timeframe will be shown on the product page or provided by StarSleep Support.

• Dates are estimates and may change because of production, transportation, customs, warehouse receiving, or other logistics conditions.

• Tracking information will be provided after the product becomes available and ships from our warehouse.

If there is a significant change to the expected shipping schedule, we will provide an update when available.

Choosing Between Standard and White Glove Delivery

Choose Standard Delivery if:

• You are comfortable receiving a freight shipment

• You have help available to move the bed

• You plan to assemble the bed yourself

• You do not need room placement or packaging removal

Choose White Glove Delivery if:

• You would like the bed delivered into your room

• You want professional assembly

• You would like a basic demonstration after installation

• You prefer the delivery team to remove the product packaging

If you are unsure which option is right for you, please contact us before placing your order.

Need Help?

Our customer support team is available to assist with shipping, delivery, installation, and tracking questions.

StarSleep Customer Support

Phone: +1 833-500-0960
Email: customers@starsleep.co
Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time

We recommend contacting us before ordering if your location has unusual access conditions or if you have specific delivery requirements.