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.
Due to exceptionally high, industry-wide demand and raw material shortages, new orders could take as much as 4-6 weeks to process and ship, depending on your product selection. In addition, some items may unexpectedly run out of stock after an order has been submitted leading to a backorder situation. Rest assured we’ll work to deliver your order as quickly as possible and notify you if any delays are expected beyond what is posted at the time of purchase. Unlike other retailers, we will retain your order and not autocancel. We will fulfill your order once items return to stock in the order in which it was received. Due to inventory levels some items may ship separate than others. We will keep you posted to any/all changes and updates as they occur. We appreciate your patience and understanding.
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 email@example.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 firstname.lastname@example.org. Occasionally, chat and email are answered outside our regular retail store hours. Click here for locations and more contact options.
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.
°Thoroughly inspect all of your new items. Ensure proper function of features.
* 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.
The Back Store : Customer Care:
11am – 5pm CST