The Back Store | Shipping & Delivery

Generally, most orders are processed and shipped in 3-5 business days. However, some larger items like mattresses, powered bases, massage chairs, and furniture may take 7-10 business days to process and ship. *See specific items product page for more detailed processing time.

You can expect to receive an automated confirmation email of your order, detailing the products purchased. Larger orders for items such as mattresses, bed bases, massage chairs, and furniture, will be sent an additional follow up email. This email will detail out what you should expect pertaining to the delivery of your item as these types of products would typically ship with White Glove service.

Once your order has been fulfilled, packaged, and assigned tracking, we will send an order update providing this tracking information. This communication is typically sent within hours of its assignment.

Finally, we will send out a confirmation that your order has been completed. This will be sent either when tracking is assigned, or in the case of a White Glove service, when the item has been delivered.

In the unlikely event a product is delayed beyond it’s original estimate or is out of stock and placed on backorder we would contact you immediately.

For more specific, up to date processing times, please reach out to us via text chat located in the bottom corner of this page, call The Back Store Hotline (314) 643-8432, or email us at customerservice@stlbackstore.com. Please be sure to have your order number ready as this will be needed to look up any pending order. Questions regarding availability of product or the status of orders will be answered during regular business hours. These hours vary and are Central Standard time zone. For fastest service outside business hours, use our text chat service located in the bottom corner of this page or email us at customerservice@stlbackstore.com. Occasionally, chat and email are answered outside our regular retail store hours. Click here for locations and more contact options.

We deliver select mattress, base/foundation, and massage chair orders using a White Glove / Full Service delivery team. These items are brought to your home, set up, and packaging materials removed. In addition, select mattress orders include removing your old mattress and box spring at no additional cost.

On Delivery Day

White Glove / Full Service delivery orders require that there be an adult (18 years or older) at home to accept delivery and sign to accept. If no adult is home, delivery cannot be made.

To ensure a smooth and timely arrival of your items, please complete the following steps prior to delivery:

°Clear all walking paths, including sidewalks and hallways.

°Remove decorative items that could obstruct or hinder delivery.

°Secure children and pets in a safe and quiet area.

°Remove all bedding from old/existing mattress.

After delivery:

°Thoroughly inspect all of your new items. Ensure proper function of features.

°Reach out to us at customerservice@stlbackstore.com or call us at (636) 393-8432 with any issues/concerns. Be sure to have your order number ready.

* Please note that delivery teams are not movers. They are there to deliver and set up new product in your home. In addition, they will remove packaging materials and/or haul away 1 mattress set for each mattress set delivered. They do not tear down/assemble existing furniture not purchased/delivered. In addition, removal service is for the removal of a mattress and foundation and does not include the steel bedframe or wood/upholstered bed.

Pillows, linens, toppers, massagers, compressed mattresses, bed accessories, and select furniture are shipped using carriers like UPS and Fed Ex direct to your door. Most items arrive in 5-7 business days after shipment, to locations in the contiguous US. Please note, we are unable to ship to a P.O. Box. Occasionally, mid/large orders of furniture or frames may be shipped using LTL carriers (tractor trailer). These carriers, like small package carriers (UPS & FedEx), provide a curbside delivery of your order. This means they will not enter your home/space to deliver the item. These items will be delivered curbside and require a signature by someone 18 years of age or older.

For information regarding Return Policies and product break in periods, please visit our Return Policy.

QUESTIONS? COMMENTS?

The Back Store : Customer Care:

Monday-Friday

11am – 5pm CST

Email: customerservice@stlbackstore.com
Call: (636) 393-8432

Rev 2021-09-23