FAQs
Mattress
Are the beds in the Club Wyndham The Store sold in department stores?
The BeautyRest® beds in this program are made exclusively for hotels and are not available in retail stores.
Will I need to flip my new BeautyRest® mattress every year?
The new single sided technology from Beautyrest® offers a NO FLIP product. This means you can save your time, energy and quite possibly your lower back from strain.
What is the delivery procedure?
The white-glove delivery of your Beautyrest® bed is handled by a third party delivery service based upon geographic location. The delivery service will be responsible to deliver your order to your residence. This service is solely for residential bedding (not hotels) and is not controlled or operated by the bed manufacturers and consequently it comes with an added cost. This is not included in your bed price. You must add this in when completing the order form. When you are notified of a delivery date, the service generally gives you a four-hour window of time on specific date that they will be at your home.
What is the delivery time?
Due to pandemic and supply chain issues, delivery may take 16 weeks from date of credit approved. The Beautyrest® beds featured are made exclusively for hotels. Each bed is made to order.
How will I know when the bed will be delivered?
Once the bed is ready from the factory (keep in mind each of our beds are custom made on order) you will be contacted 24-48 hours in advance by the delivery company. It is very important that you note a contact telephone on the order form where you can be reached at. The delivery service does not play phone tag! Your email address is also a good idea!
Will my existing bed spread and soft goods fit?
This is a difficult question to answer, because we really dont know what you have on your bed at the moment. Keep in mind that with a taller mattress and box spring, you must consider the extra height when it comes to sheets, traditional bedspreads/ duvets and bed skirts. In particular, fitted sheets purchased for smaller mattresses will be problematic, duvet side-drops and skirt length will shorten up on taller beds. To be safe, you should anticipate and prepare to make the necessary adjustments to your soft goods with these taller beds.
Is there a warranty or guarantee?
Yes, the beds in this offer are covered under a traditional ten-year warranty. The warranty protects you against manufacturing and structural defects under normal usage and conditions. All claims are subject to manufacturer inspection and review. This coverage does not include damage resulting from purposely bending a mattress in order to squeeze it through tight stairwells! Warranty is void if the mattress set is taken out of the contiguous states (US).
Please keep in mind that US Hand-Made Simmons Beautyrest Mattress: May contain small imperfection
All Simmons Beautyrest mattresses in the US are hand assembled. Because each mattress is unique, close inspection may reveal, minor scuffs, blemishes or loose threads that will not affect performance of your Premium Mattress. Clip loose threads; DO NOT PULL THEM.
Per Simmons Beautyrest warranty and US industry standard, mattresses may vary +/- 1/2” from listed dimensions. Storage and shipping will also contribute to mattresses shape.
May I return my bed?
Once delivered, beds cannot be returned unless it has been determined that you have a warranty claim. All beds are otherwise non-refundable, non-returnable.
I have a tight staircase to my second floor bedroom will my new bed fit up the stairwell?
This is a very important note. With these new single sided beds, the mattresses do not bend (not ever so slightly) as they did in the old days. You will need to properly consider your situations to order the right bed, especially if you have difficult access to your bedroom floor. The delivery service staff are nice people, but they know bending a mattress will void its warranty, so please do not ask them!
Is it possible to order split box springs for the mattress (Queen/King)?
Split box springs (foundations) are standard for ALL kings-size beds. A split queen box spring is also available by request and subject to a upcharge.
I live in Canada (or Hawaii, or Alaska etc), can I order one of these beds?
We would love to sell you one of these great beds, but until we can work out pricing and affordable delivery services, the manufacturer has elected not to offer these beds outside the 48 contiguous states of North America.
What amount is added for Tax?
Sales tax is only applied to your order. If you have any questions about your local tax rate, please contact our Simmons Hospitality line at 770-821-0455.
I just need a new mattress without the box spring, is that possible?
Beautyrest® bed sets are sold as complete units and the warranty is based upon performance using specifically matched equipment. Use of different box springs can cause mattress failure and can void your warranty.
Can my bed be held for late delivery?
Sorry, this is not possible. There are no storage facilities built into this affordable pricing. The way this equation works affordably is...once your bed is ready and delivered to the delivery agent, the agent contacts you to schedule the delivery date. They may not have space available to store your order, and may charge you a storage fee as this is not included in the delivery charge. The old days of inventory and warehousing are pretty much gone. Department store however, will treat your bed differently because they do have warehousing, but keep in mind the price you pay retail.
Order Process
Once the order has been confirmed, Club Wyndham will submit the order to the manufacturer, Simmons Hospitality. Once the order ships from the Simmons plant facility to the delivery agent, the agent will contact you within 48 hours of acceptance to schedule a delivery appointment. The complete order process will take up to 16 weeks.
If you have any questions about your order or delivery status, please contact Club Wyndham at 855-996-3246 or via email at wyndhamathome@sobelwestex.com.
Delivery Issues and Concerns
The charge for delivery includes removal. What if I do not need removal? May I pay less?
No. The delivery fee is set at $150. Simmons offers the removal of the old mattresses at no additional cost as an added service to our customers.
The delivery agent would not take my old mattress away
Agents will not haul away an old mattress if it is determined to be overly soiled.
I want my bed delivered on a Friday afternoon (or Saturday works better for me)...why can you not accommodate my request?
Agents are only in certain areas on certain days and not all provide delivery service on week-ends. Requests are honored whenever possible.
I live close to a Simmons plant. May I not pay the $150 delivery fee and pick up the mattress myself?
No plant pickups are permitted to protect the safety of our customers.
Bedding
Do you ship internationally?
In general, we do not ship internationally due to the high cost of shipping. While we have the ability to ship internationally, we have not found an affordable means to ship such small quantities. We are currently looking into more shipping options. However, if you would like us to quote you on a shipping amount, please email us at wyndhamathome@sobelwestex.com with your postal code, item numbers and quantity to be shipped and we will look into it for you.
Do you have retail locations?
Thank you for your interest in our products! Unfortunately, at this time, our products are not located in any stores. However, please contact us if we can assist you with any information about our products that would help you make your purchase.
What is Gel-Fiber?
Gel-Fiber is an interchangeable term with Micro-Fiber and references the size of the fiber used in the pillow. The pillows are filled with 100% polyester!
How do I take care of my linen or terry products?
Symbols are used rather than a language for international laundry use. Please see the product tag for these symbols. Some examples on your linen or terry tags may be as follows: We can assist you with clarification as to the definition of your specific symbols. Please contact us and we can send those for you!
Can you wash the pillows?
Our pillows are washable. Please see the label on your pillow for either washing instructions or the international washing symbols. If you need additional information regarding the international washing symbols please contact us at wyndhamathome@sobelwestex.com or 855-996-3246.
What pillow should I choose?
Pillows are very subjective and each person's sleep experience is different. Frequently, side sleepers tend toward a fuller softer pillow, while smaller flatter pillows are more regularly enjoyed by back sleepers or stomach sleepers.
What does ring-spun cotton mean?
The term simply means that the fiber that makes up the fabric is sent through a process where it is spun before it is knitted or fabricated into the final product. Spinning the fibers creates a fabrics.
Bath
What does ring-spun cotton mean?
The term simply means that the fiber that makes up the fabric is sent through a process where it is spun before it is knitted or fabricated into the final product. Spinning the fibers creates a fabrics.
Housewares
What does vitrified porcelain mean?
Vitrification is a high-firing process which heats the dinnerware at high temperatures in the firing kiln, creating a glossy, non-porous surface and increasing the strength against breakage and chipping.
How does porcelain compare to other dinnerware materials?
• Bone China: Most expensive, fine dining. Very durable high-fire process, similar to porcelain but thinner and translucent. If you hold up a bone china plate, you can usually see a shadow of your hand through the plate. Commonly sold at high-end retail department stores.
• Porcelain: Vitrified porcelain is arguably the most durable dinnerware. There are varying qualities of construction within a vitrified porcelain, but in general - this is the strongest dinnerware and most resistant to chipping and breaking. Most commonly used for restaurants and hotels because of durability. Sold at high-end retail department stores and used for fine dining restaurants and hotels.
• Stoneware: Fired at high temperatures and has a somewhat vitrified body that is water-resistant. Heavy-weight. Less durable then Porcelain. In a retail market, often sold as "everyday" dinnerware.
• Ceramic/ Earthenware: Less expensive, retail-quality. Often heavier-weight and finished in colors. Inexpensive dinnerware for everyday use.
18/10 Stainless Steel:
Refers to the ratio of chrome (18%) and nickel (10%) added to carbon steel in the stainless steel manufacturing process. This 18/10 stainless steel ratio offers maximum rust-resistance and a beautiful silver-like luster.
Tempered Glass:
• Tempered glass is manufactured through a process of extreme heating and rapid cooling, making it harder than normal glass and 3-5 times more resistant to impact. It is also highly resistant to thermal shock (i.e. rapid temperature change).
• The brittle nature of tempered glass causes it to shatter into small oval-shaped pebbles when broken, rather than sharp shards. This eliminates the danger of sharp edges. Due to this property, along with its strength, tempered glass is often referred to as safety glass.
• The thermal process that cures tempered glass also makes it heat resistant. Tempered glass is used to make the carafes in automatic coffee makers and the windows in ovens. Computer screens, skylights, door windows, tub enclosures and shower doors are more examples of places you will find tempered glass.
• Tempered glass breaks in a unique way. If any part of the glass fails, the entire panel shatters at once. This distinguishes it from normal glass, which might experience a small crack or localized breakage from an isolated impact. Tempered glass might also fail long after the event that caused the failure. Stresses continue to play until the defect erupts, triggering breakage of the entire panel.
Electronics
Return Policy
• Worldmark by Wyndham does not offer cash credit refunds.
• All returns must be authorized by Worldmark by Wyndham. Please call our customer service department for a return authorization (RA) number. 1-855-996-3246 Please have PO#, order number or invoice number ready when you call.
• No returns will be accepted after 30 days.
• Any merchandise that is received, damaged or defective must be reported to Customer Service within 30 days of receipt.
• Merchandise reported defective after the 30 day period can be fixed through the manufacturer's warranty.
• Merchandise reported defective during the 30 day period, a prepaid call tag will be issued, and a common carrier will pick up the item. Upon receipt of defective merchandise a replacement will be shipped unless otherwise notified.
• Merchandise reported damaged, a claim will be filed with carrier. Upon receipt of carriers findings, a replacement will be shipped unless otherwise notified.
• All returns must be packed in the original manufacturer's box and include all original packing materials & accessories.
• Televisions 40" and over, digital camcorders, digital camera's, ipods, and computers cannot be returned. These are factory authorized home repair service only. We will help in any way possible to take care of the problem.
• Return Authorizations will only be issued for damaged items as long as a claim can be filed with the shipping carrier. Merchandise that has been damaged must not be moved from the address it was delivered to.
Truck Deliveries
• The merchandise must be inspected before you sign the bill of lading.
• For obvious damage you must either refuse the delivery or make sure you note the damage or shortage on the bill of lading before you sign it.
• Concealed damage must be reported immediately to customer service, no later than 5 working days.
What kind of sound do the HDTVs feature?
• SRS Theater Sound: Audio enhancement technology for TVs. SRS TruSurround XT provides 3D sound without extra speakers.
• Sound Output (RMS) 10w x 2 sound Output: Sound power and signal emitted from a TVs speaker, as measured via Root Mean Square (RMS).
• Speaker type down firing + full range speakers: Mechanism in TVs that outputs audio. Down firing enhances bass by directing low-end toward ground.
What is AllShare?
It is a feature that wirelessly syncs a PC and other digital devices to a TV for a full screen playability.
What is ConnectShare?
It is technology that enables a user to access camcorder videos and music libraries directly on a TV screen.
What is Anynet+?
It is technology that allows one remote to control all digital devices in a home theater/ entertainment system.
What type of file formats does the Samsung DV300F support?
It supports jpeg (dcf), mpo, exif 2.21, dpof 1.1, PictBridge 1.0 movie clip: MP4 (H.264), audio: AAC 16M: 4,608 x 3,456 / 14MP: 4,608 x 3,072 / 12MW: 4,608 x 2,592 / 10 M: 3,648 x 2,736 / 5 M: 2,592 x 1,944 / 3M: 1,984 x 1,488 / 2MW: 1920 x 1080 / 1M: 1,024 x 768
General
SHIPPING
Shipping to Canada is now available for all Housewares, Sheets, Comforters, Mattress Pads, Pillows, Towels and Robes. At this time we are unable to ship mattresses to Canada. Please contact Customer Service at 855-996-3246 during business hours to get special shipping rates to Canada.
MATTRESS
Shipping
The delivery fee is set at $150. Simmons offers the removal of the old mattresses at no additional cost as an added service to our customers. Agents will not haul away an old mattress if it is determined to be overly soiled.
Agents are only in certain areas on certain days and not all provide delivery service on week-ends. Requests are honored whenever possible.
Delivery
The white-glove delivery of your Beautyrest® bed is handled by a third party delivery service based upon geographic location. The delivery service will be responsible to deliver your order to your residence. This service is solely for residential bedding (not hotels) and is not controlled or operated by the bed manufacturers and consequently it comes with an added cost. This is not included in your bed price. You must add this in when completing the order form. When you are notified of a delivery date, the service generally gives you a four-hour window of time on specific date that they will be at your home.
Due to pandemic and supply chain issues, delivery may take 16 weeks from date of credit approved. The Beautyrest® beds featured are made exclusively for hotels. Each bed is made to order.
Once the bed is ready from the factory (keep in mind each of our beds are custom made on order) you will be contacted 24-48 hours in advance by the delivery company. It is very important that you note a contact telephone on the order form where you can be reached at. The delivery service does not play phone tag! Your email address is also a good idea!
Returns
Once delivered, beds cannot be returned unless it has been determined that you have a warranty claim. All beds are otherwise non-refundable, non-returnable.
Warranty
The beds are covered under a traditional ten-year warranty. The warranty protects you against manufacturing and structural defects under normal usage conditions. All claims are subject to manufacturer inspection and review. This coverage does not include damage resulting from purposely bedding a mattress in order to squeeze it through tight stairwells! Warranty is void if the mattress set is taken out of the contiguous states (US).
BEDDING & BATH
Shipping Policy
All orders will be shipped within 7 business days of being received as long as the items are in stock. Processing hours are from 8am to 5pm Pacific Standard Time.
General Policy for Returns
At Club Wyndham, we offer a 100% customer satisfaction guarantee. Our customers can apply for a return that is easier than ever.
Rule to Follow Your Return
You must request a return for refund within 30 days (45 days for international customers) after the invoice date. No refunds are issued after 30 days.
Each return MUST be called in at 1.855.996.3246. You will need to provide the order number that was given on the packaging slip to the support rep.
One RGA number can only be issued for one invoice. If you have different items from diefferent invoices, then you need to request a different RGA number for each return.
When returning the products, we strongly recommend the use of a carrier that can track packages. You are also responsible for insuring the returned item. Club Wyndham will not be responsible for any shipping loss.
The customer must inform Club Wyndham of any order discrepancy within 7 days of the delivery date. Physical damage to the returned product will void the product's warranty and the RGA policy.
All return(s) must have the original packaging and accessories.
The shipping fee in non-refundable. The buyer is always responsible for paying the shipping costs when returning a product, as well as insurance. Club Wyndham will not reimburse any customer for the shipping cost of a returned product.
Please allow 2-7 business days to process your return if we have stock.
Club Wyndham reserves the right to refuse service that would void the return policy.
Please note that not all items are covered by our return policy.
We suggest you read the complete return policy before you make your purchase.
Return Policy for Refunds
You may return most items sold by Sobel Westex within 30 days from the invoice date for a full refund. Please include a copy of your invoice. If your don't have the invoice, then please include a note with your order number or RGA number. Please note that all items returned for a refund be returned in "as new" condition in the original packaging and include all accessories. A 20% restocking fee may be applied to all returns for a refund if the reason for the return is due to a non Club Wyndham error.
We cannot accept returns of certain items for a refund, including:
Any item that is returned after the 30 day grace period.
Any item that is not in its original condition, is physically damaged, or is missing parts.
Return Shipping Cost
In order to keep our prices low and competitive we are unable to issue a refund for any return postage. You will be responsible for the cost of returning a product to Club Wyndham.
Restocking Fee
A 20% restocking fee will be applied to all returns for a refund if the reason for the return is due to customer error.
Canceled Orders or Address Errors
After you have clicked "Submit Order," your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must call a Customer Service representative. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process, it cannot be changed or canceled.
Return Procedure
You must obtain a Return Merchandise Authorization (RGA) number within the guaranteed return period for the products. All RGA requests must be called in to customer service. Club Wyndham will not accept returns without prior authorization or an RGA number. RGA numbers are valid for 15 days. All RGA numbers should be displayed on the outside of the box your are returning to Club Wyndham.
Customers are responsible for shipping any returned products to Club Wyndham. Customers agree to pay all shipping charges and accept all risk of loss for the product being returned. The customer agrees that all returned products will be 100% complete, in re-saleable condition and will include the original packaging material. Club Wyndham will reject the entire return or may choose to impose additional charges against the customer for replacement of any missing items. The same policy applies if the product has tears, stains, or excessive wear. Please allow 2 to 7 business days to process returns.
All Clearance items purchased from Club Wyndham Collection will not be accepted for returns.
HOUSEWARES
Returns
Unused items in the original packaging may be returned within 30 days of the receipt of your order. Products that have been used are not refundable.
Please note that we reserve the right to reject the return of merchandise for refund if the merchandise is not returned in salable condition due to use and/or inadequate packing during return shipping.
Return shipping is the responsibility of the purchaser. Please contact wyndhamathome@sobelwestex.com for a return authorization number prior to shipping your return.
If you receive a product that was damaged in shipping, please contact wyndhamathome@sobelwestex.com within 48 hours of receipt for a replacement. Defective products may be returned for replacement or merchandise credit only.
Warranties
Whenever possible, we pass along all manufacturer warranties and assist you with claims. Specific products sold by Club Wyndham are covered by manufacturer warranties, and are guaranteed to be free from defect for the specified length of the warranty. Any piece found to be defective under normal use within the warranty period will be considered for replacement or credit by the manufacturer. A manufacturer's limited warranty does not cover defects caused by accidents, abuse, or misuse of the product.
If you have a product under warranty that is defective, please contact our customer service department to assist with a Warranty Claim Request.
ELECTRONICS
Returns
All returns must be authorized by Club Wyndham. Please call our customer service department for a return authorization (RA) number. 1-855-996-3246 Please have PO#, order number or invoice number ready when you call.
Club Wyndham does not offer cash credit refunds.
No returns will be accepted after 30 days.
Any merchandise that is received, damaged or defective must be reported to Customer Service within 30 days of receipt.
Merchandise reported defective after the 30 day period can be fixed through the manufacturer's warranty.
Merchandise reported defective during the 30 day period, a prepaid call tag will be issued, and a common carrier will pick up the item. Upon receipt of defective merchandise a replacement will be shipped unless otherwise notified.
Merchandise reported damaged, a claim will be filed with carrier. Upon receipt of carriers findings, a replacement will be shipped unless otherwise notified.
All returns must be packed in the original manufacturer's box and include all original packing materials & accessories.
Televisions 40" and over, digital camcorders, digital camera's, ipods, and computers cannot be returned. These are factory authorized home repair service only. We will help in any way possible to take care of the problem.
Return Authorizations will only be issued for damaged items as long as a claim can be filed with the shipping carrier. Merchandise that has been damaged must not be moved from the address it was delivered to.
Framed Artwork
Shipping
All framed artwork is shipped by Wendover Art Group, the shipping takes up to 3 weeks from the time the order is placed. Currently shipping is only available in 50 states via FedEx. No signature is required for the framed artwork shipments. If the artwork is received damaged during shipment, please notify customer support so we may order you a replacement.
Returns
All sales are final for framed artwork. There is no returns or refunds on the artwork.
Warranty
There is no warranty on the framed artwork however, if there are any defaults due to poor workmanship Wendover Art Group will replace the piece.