Frequently Asked Questions

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Are Personal Touch™ Beds Better Than Sleep Number® Bed Or Tempur-Pedic®?

What Bed Does The Owner of Personal Touch™ Sleep On?

What Is The Estimated Delivery Time?

How Do I Contact Customer Service?

What Are My Payment Options?

Is It Safe To Use My Credit Card?

Does Personal Touch Bed Offer Discounts?

Does Personal Touch Bed have a Referral Program?

Where Can I Enter A Coupon Or Promotional Code?

How Do I Change My Account Information?

Is Shipping Free?

Can I Track My Order?

When Will My Order Be Shipped?

Does Personal Touch™ Accept International Orders?

What Is Personal Touch™ Bed 60 Night Risk Free Trial Policy?

What Is Personal Touch™ Bed Comfort Exchange Policy?

How Do I Return Something?

What About My Privacy?

What Are Cookies? Does Personal Touch™ Use Them?

Where Are Personal Touch™ Retail Stores?

Does Personal Touch™ Have A Catalog?

How Can I Submit Comments And Suggestions?

I think my mattress is leaking, how can I find out?

What if my hand controls stopped working?

Why is my processor running continuously?

My side of the bed will not adjust, what's wrong?

How do I get rid of body impressions?

Q: Are Personal Touch™ Beds Better Than Sleep Number® Bed Or Tempur-Pedic®?

A: The technology that you will find in the Personal Touch™ Bed is patented technology that cannot be copied by Select Comfort® Corporation, Tempur-Pedic® or any other company. PersonalTouchBed.com is a direct-to-consumer fulfillment outlet that makes it more affordable to own a Personal Touch Bed.

Q: What Bed Does The Owner of Personal Touch™ Sleep On?

A: The owner sleeps on the Leonardo bed.

Q: What Is The Estimated Delivery Time?

A: In most cases, Personal Touch Bed™ will ship your order by 5pm eastern during business days, excluding holidays. Your tracking numbers will be provided within 24 to 48 hours from the day your item ships and will be sent immediately to the email address you supplied. You should expect delivery 7-10 business days or less from ship date. 'White Glove' deliveries may take up to 30 business days to arrive. Delivery will be scheduled with you a minimum of 24 hours in advance. Please allow for extra shipping time during peak/holiday seasons.

In rare cases one or more components of a bed may be out of stock. If this happens, the bed will not ship until all components are received and the order can arrive complete. You will be notified if there will be a delay in shipping.

Q: How Do I Contact Customer Service?

A: Customer Service by phone: M-F 9:00 am - 5:00 pm EST: 800-488-5709

Online Support: Send us an email here or chat with us by clicking the 'send us a message' icon on the top of any page.

Q: What Are My Payment Options?

A: We accept Visa, MasterCard, American Express, Discover, Google Payments, PayPal, Financing and you may also pay by Check. For your security please do not send cash.

Note: Financing orders must fill out online form for approval. Only orders that have been approved for financing will be shipped. Please supply your approval confirmation code to this order to bypass administration times and any shipping delays.

Q: Is It Safe To Use My Credit Card?

A: Yes, shopping at PersonalTouchBed.com is safe. Our secure server software encrypts information, ensuring that Internet transactions stay private and protected. We use Secure Sockets Layer (SSL) technology, considered the gold standard in Internet encryption technology, to protect the security of your credit card information as it is transmitted to us.

Q: Does Personal Touch Bed Offer Discounts?

A: We take great pride in offering discounts and sales throughout the year. Be sure to check in with our staff by phone as we may be offering a sale, weekly special or volume discount. We offer additional savings for return customers and on orders of multiple beds.

We also carry past models and on occasion, open box mattresses that are sold at a discount rate. The full factory warranty still applies on open box mattresses, supplies vary, call for details.

Senior Citizen discounts are offered with proof of identification.

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Q: Does Personal Touch Bed have a Referral Program?

A: Yes! If you have referred a past or new customer please contact us. We are very thankful for your interest in our product. On orders of $1,599 or more we will send you and the person you referred a $50 gift certificate.

Q: Where Can I Enter A Coupon Or Promotional Code?

A: Occasionally we offer coupon or promotional codes to our customers. To use one of these codes, please enter the code on the 'Payment' page of our checkout process. If you place your order over the phone, please inform the customer service agent that you have a code. Only one coupon code may be used per order.

Q: How Do I Change My Account Information?

A: To access your private information you will need to sign in with your account name and password. From there you can edit or delete your information through the "my account" page.

Q: Is Shipping Free?

A: We offer fast free shipping & handling. We offer free shipping for all of our customers in the continental United States.

• Free Shipping: Expect your bed in 7-14 business days or less from ship date.
• Upgrade to White Glove* Delivery for an additional cost of $350.
• FREE White Glove* delivery of adjustable beds. In home set-up and removal of existing mattress.

*We DO charge shipping on accessories. An accessory is ANY item other than a Mattress or a Foundation.
*Orders cancelled or refused after shipping will be credited less the freight cost.
*Shipping charges will apply for deliveries outside the contiguous 48 states.
*The weight, delivery to rural areas and an incorrect addresses may delay shipping times.
*White Glove delivery is an optional shipping method where our team will set-up your bed in your home and at your request, remove your old mattress from the room.

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Q: Can I Track My Order?

A: Once your order is shipped, you will be sent a new email with shipping confirmation and your order's tracking number(s). Please be patient as it may take 24 to 48 hours for FedEx to issue tracking numbers even though your item has already left our warehouse. You can then track your order by logging into your account. For White Glove deliveries you will be sent a separate email with the information you need to schedule delivery of your new mattress.

Q: When Will My Order Be Shipped?

A: Same Day Shipping - In most cases, Personal Touch Bed™ will ship your order by 5pm eastern during business days, excluding holidays. Your tracking numbers will be provided within 24 to 48 hours from the day your item ships and will be sent immediately to the email address you supplied. You should expect delivery 7-10 business days or less from ship date.

Q: Does Personal Touch™ Accept International Orders?

A: Currently we only accept orders that ship to the United States, Canada, Puerto Rico, US Virgin Islands, APOs and FPOs. Limited shipments to Europe can be arranged but are required to pay shipping fees, please contact a customer service representative for details.

Q: What Is Personal Touch™ Bed 60 Night Risk Free Trial Policy?

A: At Personal Touch Bed™ we believe a full 60 nights is needed for your body to adjust to its new sleep support system. During any part of the 60 night trial you feel unsatisfied with the overall comfort. Personal Touch will honor our 60 Night Comfort Exchange Policy. We will do our best to supply you with the best night sleep you can receive. On rare occasions, sometimes the air chambers functionality isn’t enough, our Comfort Exchange Policy allows for you to exchange out components of your mattress to help accommodate for a more plush or firm feeling. We will even exchange out your recently purchased mattress for one of equal value.

TRIAL AVAILABLE ON MATTRESS ONLY, ACCESSORIES, ADJUSTABLE FRAMES, FOUNDATIONS, BEDDING ARE AS IS AND NOT RETURNABLE.

LIMIT ONE TRIAL, PER MATTRESS, PER CUSTOMER.

*Our no risk free trial requires you to purchase a mattress protector to be enrolled into our free trial period.

** Accessory items are not returnable. Such as mattress protector, pillows, frames, adjustable bases, sheets.

***Our free trial period is available to all mattress series but excludes the Classic Series models, Robert, Kim, and Scarlett. There are no return shipping fees.  There is however a 15% disposal mattress fee for all returned mattresses.

Credits or charges due will be issued to the original form of payment. Please allow 2-3 weeks, after the item has been received by our warehouse, for your return to post to your account.

Frames and foundations (adjustable or non) and metal bed frames are not returnable. They are not included in our special trial offer. They are universally sized, and not exclusive to a Personal Touch™ mattress.

Please note: All beds must be returned in like-new condition. This means no holes, stains or odors such as cigarettes and cigar to qualify for a full refund or exchange. Adjustable frames, bedding, pillows and accessories are not returnable. *Orders cancelled or refused after shipping will be credited less the freight cost.

Q: What Is Personal Touch™ Bed Comfort Exchange Policy?

A: If you are not happy with your new mattress, it’s ok. Personal Touch Bed has set the industry standard by offering our customers a true no risk buying decision accompanied by our Comfort Exchange Policy.

At no charge to you, we will swap out your mattress with an equal value mattress from our partner company Personal Comfort Bed (learn more here). If you are still not satisfied we will even refund you 100% of the original purchase price of the mattress minus any disposal fees, if you are truly not satisfied to ensure you are 100% satisfied.

Unlike traditional mattress shopping, two great things happen when you purchase from us, you will be happy with your final purchasing decision and most importantly you will have a great night sleep.

If air is not for you, we will allow you to select a mattress from any of our brands. We offer high quality memory foam mattresses, gel memory foam, eco memory foam, latex, adjustable beds and many other mattress options to choose from. Be rest assured, we have the comfort level and quality you are looking for.  If you choose one of our Personal Comfort Beds your trial will extend an additional 120 days.

*Our no risk free trial requires you to purchase a mattress protector to be enrolled into our free trial period.

** Accessory items are not returnable. Such as mattress protector, pillows, frames, adjustable bases, sheets.

***Our free trial period is available to all mattress series but excludes the Classic Series models, Robert, Kim, and Scarlett. There are no return shipping fees.  There is however a 15% disposal mattress fee for all returned mattresses.

Q: How Do I Return Something?

A: If you are not completely satisfied with your Personal Touch™ mattress and wish to return your bed please follow these steps to begin the return process.

In order to qualify for a return you must keep the bed for 30 nights after shipment arrival date of original purchase, or shipment arrival date of comfort exchange. After the initial 30 nights, you will have an additional 30 nights to return your mattress for a full refund. If 60 nights has expired you will give up your rights to return the bed for a full refund minus any disposal fees. Shipping is paid both ways for all mattresses during the 60 night risk free trial. Your trial will start on the delivery date of the product.

We ask that you try out the product for a minimum of forty-five days. It can often take at least this long for your body to adjust to a sleep system that provides proper support and alignment.

• RETURNS AVAILABLE ON MATTRESSES ONLY.
• Accessories, adjustable frames, foundations, bases and bedding are as-is and not returnable.
• Mattresses must be returned in like-new condition. This means no damage, holes, stains or odors (such as cigarettes and cigar) in order to qualify for a full refund, or exchange.
• You must have purchased a mattress protector to be enrolled for free trial period.
• Adjustable frames, bedding, pillows and accessories are not returnable. Orders cancelled or refused after shipping will be credited less the freight cost.
• Frames and foundations (adjustable or non) and metal bed frames are not returnable. They are not included in our special trial offer. They are universally sized, and not exclusive to a Personal Touch mattress.
• Disposal Fee of 15% will be deducted from you return/credit amount after trial period.
• Credits or charges due will be issued to the original form of payment. Please allow up to thirty (30) days after the item has been received by our warehouse for your return process to be completed.
• To begin the return process please click here to download the RMA (Return Merchandise Authorization) request form, complete form and fax back to 800-531-3098 in order to receive your RMA number. Once your RMA request form has been received please allow up to 24 to 48 hours for one of our Return Specialist to call you to verify your information. Once verified, return labels will be sent to the shipping address on your order, once your order has been received by our warehouse a return will be issued to your account. Please allow 2 to 3 weeks for your refund transaction to post to your account.
• We will not accept a return without proper RMA number. If you have any questions, please call 800-531-3098 (ext. 6) M-F 9AM-5PM Eastern for our returns department.
• Limited Time Offer: We'll pay shipping both ways if you are not completely satisfied for a full refund.
• *LIMITED TO ONE TRIAL, PER CUSTOMER.

In the unlikely event you receive incorrect or damaged merchandise, please notify us immediately. We will correct this ASAP.

Q: What About My Privacy?

A: We are committed to protecting your privacy. We use the information we collect on the site to make shopping at www.PersonalTouchBed.com possible and to enhance your overall shopping experience. Visit our Privacy Policy for more information.

Q: What Are Cookies? Does Personal Touch™ Use Them?

A: Simply put, a cookie is a small piece of information that web sites use to remember information about users. Personal Touch™ uses two types of cookies to recognize our members. We use transient cookies to provide continuity from page to page. They do not contain any personally identifying information. Personal Touch™ uses persistent cookies to identify members after their first visit. Learn more about Cookies by viewing our complete Privacy Policy.

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Q: Where Are Personal Touch™ Retail Stores?

A: Personal Touch™ manufactures products that are available to retailers. However if you would like to try one of our products you could take advantage of our 60/30 night risk free trials. We have elected to make our beds available via the Internet in order to make them affordable to everyone. Understanding that it is best to experience a bed in your home, we offer a 60/30 NIGHT IN HOME TRIAL We specialize in custom comfort sleep systems tailored to your unique individual needs.

Q: Does Personal Touch™ Have A Catalog?

A: In order to keep prices low, we choose to show all of our products on the Internet at www.PersonalTouchBed.com.

Q: How Can I Submit Comments And Suggestions?

A: You can email us or call during corporate business hours. Mon-Fri 9am to 5pm EST. Closed on holidays.

Q: I think my mattress is leaking, how can I find out?

A: If you believe your mattress is leaking air, it is important to determine if the source of the leak is originating from the mattress or the processor. Follow the steps listed here to determine the source of the possible leak.

1. Fill mattress to 100%. Unzip cover, pull back the foam comfort layer(s) and press your hand directly on the air core to test the firmness. Both air bladders should feel firm and full of air.
2. Disconnect mattress from processor by disengaging rubber hose from processor by squeezing the grey tab on the quick connect.
3. The mattress will retain air if there is no leak in the mattress. There is a one way valve in the rubber hose that prevents air loss when the mattress is disconnected from the processor.
4. Let the mattress sit for 8-12 hours. Unzip cover and press your hand once again directly on the air core to test the firmness. If the mattress feels the same as when you first filled the mattress to 100%, it has been determined there is no leak in the mattress. Proceed to step 5. If the mattress feels like it has lost air, contact a Personal Touch™ Bed Representative at 1-800-531-3098 to initiate an air core exchange.
5. Reconnect the air hose to processor and fill to 100%. Let the mattress sit for 8-12 hours. Unzip cover and press your hand directly on the air core to test the firmness. If the mattress feels the same as when you first filled the mattress to 100%, it has been determined the leak has not been caused by the processor. If you feel a decrease in air, proceed to step 6.
6. Disconnect the hoses from the processor. Check the black "O" rings on the external air ports of the processor to be sure they are not cracked or missing. If the "O" rings are missing or damaged, contact a Personal Touch™ Bed Representative at 1-800-531-3098. If the "O" rings are in place and not damaged, proceed to step 7.
7. Check all hose connections and sleep on the mattress overnight. If the problem persists, call a Personal Touch™ Bed Representative at 1-800-531-3098 for further assistance.

Q: What if my hand controls stopped working?

A: If your processor or hand controls have stopped operating please take these actions in the order listed.

1. Make sure the processor is plugged into a standard wall outlet and that the outlet is getting power. (Be sure that an On/Off light switch on the wall does not control power to the outlet.)
2. Check to make sure your surge protector is plugged in, the power switch is "On" and surge protector is working properly.
3. Verify that the hand controls are still properly connected to the processor and have not become loose or disconnected.
4. Press the deflate button on either hand control several times to see if you can activate a release of pressure from the air chamber. If successful, continue to release pressure to approximately 50%. The processor should work correctly after this adjustment. If the processor still does not operate, proceed to step 5.
5. Unplug the processor from the outlet for 1 minute. This allows the computer in the pump to reboot. Reconnect and try the hand controls again.
6. If the deflate button on either hand control will still not function allow the processor to rest for 5-10 minutes. There is a safety mechanism built into the processor to prevent possible overheating. This will reset during the rest period.
7. If the above actions are unsuccessful and the problem persists, call a Personal Touch™ Bed Representative at 1-800-531-3098 for further assistance.

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Q: Why is my processor running continuously?

A: If you find that your processor runs continuously and will not turn off, take the following actions in the order listed.

1. Make sure that the hoses are not kinked against the back wall or where your bed has been slipped up against your headboard. If the hoses are not kinked, proceed to step 2.
2. Unzip the cover, straighten out the hoses inside the bed and check for kinks. If you found no twisted or kinked hoses inside the bed, proceed to step 3.
3. Unplug processor from the electrical outlet for 5-10 minutes. This will allow the computer inside the pump to reset. Plug the processor back into the outlet and check to see if this resolves the issue. If not, proceed to step 4.
4. If your processor continues to run despite the above actions, call a Personal Touch™ Bed Representative at 1-800-531-3098 for further assistance.

Q: My side of the bed will not adjust, what's wrong?

1. Only one hand control can be operated at a time.
2. Make sure the hand controls are not reversed. The hand controls are attached to either the "LH" connector or the "RH" connector on the processor. (The permanently connected hand controls, and not the processor, are labeled on the 6003 unit.) As you are standing at the foot of the bed, facing the head of the bed, "LH" refers to the left side of the bed and "RH" refers to the right side of the bed.
3. Make sure the hand controls are securely attached to the processor.
4. Make sure the air hose is not kinked and is properly connected to the processor.
5. Check the connection of the air hose to the processor. Disconnect the hose from the processor and then reconnect. You should hear a "click" when the hose connects properly to the processor. This will verify that a good connection has been made.
6. If the problem persists, call a Personal Touch™ Bed Representative at 1-800-531-3098 for further assistance.

Q: How do I get rid of body impressions?

A: Body impressions in an innerspring bed are an indicator that the spring support system is compressing and breaking down. However, since the Personal Touch™ mattress uses air as its support system, which cannot break down, your mattress and cover should retain its full appearance for years to come.

1. Fully inflate the mattress to 100%. Air cores that are less than 100% inflated will cause the mattress cover to dip and as you are looking at the bed, giving the appearance of a large body impression.
2. Remove the Pure Touch™ cover and shake it to restore loft.
3. Use a vacuum nozzle to fluff the cover in areas where the fiber may have settled from use.
4. If you have any further questions, call a Personal Touch™ Bed Representative at 1-800-531-3098 for further assistance.

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