Frequently Asked Questions
HandUp Resale FAQ
What is the best Mattress brand?
That all depends on you and your preferences - do you want soft or firm, coil or foam, and the list can go on and on. Each brand offers different features to provide you with the most comfort. The great news is Handup carries a variety of every changing stock of all the top brands such as: Tempur-Pedic, Nectar, Purple, Helix, Casper, Beautyrest, and DreamCloud.
Can I view mattresses that are posted online in a real store?
Yes, you can. Please come visit our store at 127 W. Rodney French Boulevard, New Bedford, MA 02744. We encourage you to come by and test as many mattresses as you want to ensure it is the perfect one for you.
What are the store's operating hours?
We are open from 9:00am - 5pm Monday to Friday. On Saturdays we are open from 9am - 2pm.
What are the dimensions of your mattresses?
Our Mattresses come in the typical 6 sizes:
- Cribs: 27 ¼” x 51 ⅝” - with a thickness not to exceed 6 inches.
- Twin: 38” x 75”- Best for children, teens, or anyone under six feet tall.
- Twin XL: 38” x 80”- Best for growing children and/or teens.
- Full: 54” x 75” - Best for individuals or couples looking for something compact that fits in smaller apartment sized bedrooms.
- Queen: 60” x 80” - Best for individuals or couples who want extra space.
- King: 76” x 80” - Best for couples who want space or families who sleep together.
- California King: 72” x 84”- Best for maximized space and comfort for your family and even pets.
If you’re still undecided we would be more than willing to help you choose the size that fits your needs.
What is the difference between mattress heights?
The height of a mattress depends on the thickness and the internal construction of the mattress. Mattresses are made with a variety of materials including steel coils, individual pocket coils, and/or memory foam.
Is a box spring required for all mattresses?
No. Not all mattresses require the use of a box spring but it is important that your mattress receives adequate support to provide a good night’s sleep. At HandUp we have box spring options that will fit your needs and budget. If you choose not to use a box spring you may purchase a metal frame from us to support your mattress. All of this is dependent on your bed frame and how high you want your mattress off the floor.
Is an innerspring mattress better than memory foam?
It all depends on you! For example, a steel coil mattress tends to have more 'give’ and is the traditional way in which mattresses were constructed and sold. It also provides a firmer support. On the other hand, memory foam is more dense and tends to feel more solid. Memory foam is designed to conform to your body type and provide weightless support. With that said, we recommend you try out a mattress before you buy.
How does HandUp clean and sanitize mattresses?
Of the thousand of mattresses we receive each month only a very few are selected to be resold. When we decide which ones to resell we look at: 1) age - less than 3 years since it was manufactured, 2) brand - we sell only the best brands, and 3) wear & tear - we only select mattresses and box springs that have minor wear & tear. In fact, less than 5% of all the mattresses we receive are chosen to be cleaned, sanitized, and sold. Of the lucky few, who will end up giving lots more nights of good sleep, many are returns from customers who bought their “bed-in-a-box” online and choose to return their mattress within the manufacturer’s return period (usually less than 100 days).
Once we select the mattress and box springs, for cleaning and sanitizing, our expert team (led by our amazing Digna) gets to work. We use industry-leading standards, while also complying with the State of MA regulations, to thoroughly sanitize and clean each mattress and box spring.
As they say a picture is worth a thousand words so please see this video for more information and be assured you can sleep worry-free in your new bed!
Why are HandUp mattresses cheaper?
The mattresses are more affordable because we sell gently used mattresses at a fraction of normal retail price. It is part of our mission to provide high-quality mattresses and box springs, at a very affordabl price, so that everyone can have a great night’s sleep. And, as a great side benefit, it also happens to be the most effective way to reduce trash going into the waste stream as 100% of the weight of the mattress is “upcycled”.
Do you have delivery?
Yes we do! We offer free delivery to customers who live in New Bedford, MA as they are our neighbors and just down the street.
For other towns, in MA and RI, we can deliver but have to add an additional delivery fee. The delivery fee depends on where you are located, how far from our New Bedford store, and if we have regular mattress pickups in your area. Please let us know where you live and we can let you know how much it will be to deliver to your home.
And, in an exciting new development…we also now offer shipping, of all of our mattresses (except King or California King) to anyone in the contiguous United States (sorry Alaska, Hawaii, and Puerto Rico!). When you are in the checkout area put in your zip code and we can let you know how much it will be to have your mattress shipped directly to your house.
How can I contact Handup Mattress Customer Support?
We look forward to hearing from you! For any questions or help needed, feel free to contact us via email or phone!
Email: info@handupus.org
Telephone: +1 (774) 271-8744
Does Handup have a refund policy?
Returns - if any mattress is defective we will gladly provide a refund or exchange. Just send us a photo so we can see what the issue is and we will work with you to find a solution.
All other returns or refunds depend on how you purchased from us:
- In Store - If you purchased at our retail store, in New Bedford, MA, and picked up directly, we will offer a refund or exchange, if you bring back to our store, within 3 days of purchase, and the mattress or box spring is in the original plastic wrapping.
- Delivery - If you purchased at our retail store, in New Bedford, MA, or on-line and we delivered to you, we will offer a refund or exchange, within 3 days of purchase if the mattress or box spring is in the original plastic wrapping. We will need to charge a second delivery fee, equal to the greater of the original delivery fee or $65, to pick up the refund and to deliver the exchanged products.
- Online - As you can understand, all online sales are final and original shipping charges are non-refundable as it is impossible for us to receive mattresses back once they are removed from the shipping box.
HandUp Mattress Recycling FAQ
How do you recycle a mattress?
- Drop off - You can drop off your mattress or box spring directly at our store located at 127 W Rodney French Blvd., New Bedford, MA 02744 (Mon-Fri 9-5, Sat 9-2) or at our mattress recycling facility located at 100 Duchaine Blvd, New Bedford, MA 02745 (Mon-Fri 8-4). The fee is $35 for each mattress or box spring and can be paid in cash, credit card, debit card, or Venmo.
- Curbside Pickup - We can pick up your mattress at the address you provide to us. We have regularly scheduled service to over 40 towns and cities in MA and also will do special pickups. To see if we offer regularly scheduled service to your town or city, the cost for curbside pickup, and to schedule the day that best suits you, please go to www.handupmattress.com. You can also call us at (774) 271-8744.
Why should I recycling my mattress?
Mattress recycling programs offer many benefits to the community, the state, and the
environment, including:
- Its the law! As of 11/30/2022 MassDEP lists mattresses and box springs as a “banned substance” and no MA landfill is allowed to accept them.
- But its also great for the environment, as it preserves precious landfill space and conserves resources as we harvest between 75% - 80% of the weight of each mattress (i.e. the steel, foam, cotton, and wood) to be reused by downstream markets.
Is it free to recycle a mattress?
Unfortunately no. The value of the materials we reclaim from the mattresses is far below our cost to rent a facility, pay our staff a fair wage, pick the mattresses up, and pay for insurance and all that fun stuff.
With that said, we try to be very fair and only charge $35 to recycle each mattress or box spring that is brought to our store or recycling facility. From what we understand, this is the lowest price available among the State’s certified mattress recycling facilities.
If you need a pickup we have to charge an additional fee, dependent your distance from us, . To find out how much that would be please go to handupmattress.com
What happens to my old mattress or box spring when it is recycled?
The mattresses are deconstructed by hand, by one of our amazing team members. They break the mattress down and are able to harvest various materials:
- Steel - the steel is sent to scrap yards and they grind it up to be resold and reused for thousands of uses.
- Foam - the foam is compacted into 1,000 lb. bales and sent out to be shredded up and then reused to make carpet padding.
- Cotton - the cotton is also compacted into 1,000 lb. bales and sent out to be cleaned and shredded to make stuffing for things like dog beds.
- Wood - the wood is ground up to be used as industrial mulch or for bio-fuel.
Through this process 75-80% of the mattress weight is kept out of our ever shrinking available landfill space.
What types of mattresses/box springs are not eligible to be recycled?
Mattresses or box springs that are excessively wet, heavily soiled, or visibly contain mold and/or bed bugs cannot be recycled. If HandUp determines that a mattress or box springs cannot be recycled, we still offer our customers the ability to have us dispose of it, on their behalf, for an additional fee. Please call us if this is your situation and we will then have our drivers prepared to properly dispose of the mattress or box spring.
Is curbside pickup right for me?
If you have the time, a truck, and can come to our facility, in New Bedford,MA you will sace yourself some money.
If not, then curbside pickup is the best option for you. With curbside pickup you:
- Do not have to be present for the pickup, and
- Can pay in advance and schedule so you do not need to time from your life to deal with this
What form of payment do you accept?
We make payment easy and flexible with many different options including: credit cards, debit cards, Venmo, Apple Pay, or cash.
What time will they come to pick up my mattress?
Curbside mattress pickups happen between 8:00 AM - 5:00 PM on your scheduled ay of pickup. Our trucks typically have 30+ stops, each day, so we cannot give a specific time that they will be by. But the great news is that you can leave out, by the curb or in a visible place, by 8:00 AM and we will come by sometime that day. It is that easy and you don’t need to be home when they come by!
What happens if it rains, will the service be cancelled?
We try very hard not to cancel scheduled pickups because its a hassle for you and for us. So unless it is a serious event - snowstorm, flooding, etc. - we will be there the day that your pickup is scheduled. In the rare cases we do have to cancel the scheduled pickup day, we will give you a call the day before or day of to reschedule.
Now if it rains, we will be coming by, so please don’t put the mattresses or box springs out until the day of pickup to keep them as dry as possible. If you have plastic handy and are able to put it over/around the units we would appreciate it but this is not a requirement.
Is there an additional cost if I forget to leave my mattress outside on pick up day?
Yes, we will have to charge you a “No Show Fee” that is equal to the price you paid to have each mattress or box spring picked up. We have to charge this as we have limited capacity on each truck we send out so if we scheduled space for you, and do not pick up, we cannot fill that space that day. Also, we still need to pay our wonderful team, buy fuel, have trucks, etc. so there is a real cost to us when you don’t have the mattresses or box springs out as we had planned. So please, please don’t forget your pickup day as it makes it better for all of us.
Can I add more mattresses or change the pickup date?
We understand plans change and are happy to adjust as much as we can. If you need to change the pickup date, we require you call us at (774) 271-8744 at least 48 hours before your scheduled pick up date and there is no charge.
If you need to add more mattresses or box springs, please also call us at (774) 271-8744 so we can collect the extra payment and ensure there is space on the truck to pick the extra units up.
Can I cancel my appointment service?
Yes, but as long as you call us at (774) 271-8744 to cancel scheduled pickup no later than 48 hours before scheduled pickup day and we will fully refund your money.
If you cancel within 48 hours of the scheduled pickup day we will have to charge you the fee equal to the price you paid to have each mattress or box spring picked up. We have to charge this as we have limited capacity on each truck we send out so if we schedule space for you, and you cancel within 48 hours of pick up, it is highly likely we will not be able to fill your space for the pickup day. As we still need to pay our wonderful team, buy fuel, have trucks, etc. so there is a real cost to us when you cancel at the last minute. So please don’t cancel within 48 hours of our pikcup day as its better for all of us.
Still have questions?
Don't hesitate to get in touch with us! Our team is here to help.