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Frequently Asked Questions

Get Answers to the Most Frequently Asked Questions

Need answers or assistance? Please click on the questions below to view the answers to the most frequently asked questions. Can't find what you're looking for? Call a Synchrony™ Sleep Specialist free at 1-844-718-6717.

Have you already purchased a Thomasville® Synchrony™ Sleep System and are looking for specific Troubleshooting Solutions? CLICK HERE to view the answers to the most common air bed function questions and concerns.

  • General Construction

    Will my new Synchrony™ Sleep System fit in my current bedroom furniture?

    Yes. Assuming you purchase the same size bed you are currently sleeping on, a Synchrony™ Sleep System will fit all standard size furniture.
  • How much weight can a Synchrony™ Sleep System support?

    The Synchrony™ Sleep System is tested to support 1000 pounds. Unlike some other air mattresses that have weight restrictions, there is little danger of having too much weight on a Synchrony™ Adjustable Air Bed.
  • Does the Synchrony™ Sleep System look different from an innerspring bed?

    No. At least on the outside our adjustable air beds look like any other premium quality mattress. Our air beds are tailored to perfection with high profile styling and premium fabrics.
  • Do I need special sheets for my Synchrony™ Sleep System?

    No. Since our air beds are constructed to industry standards, no special sheets are required. However, you may prefer "deep pocket" sheets with our high profile Synchrony™ Sleep Systems. Deep pocket sheets can easily be found at any major department or big box store.
  • Will my air bed look exactly like the picture?

    While we strive to provide the most true to color images and accurate descriptions of our products, the actual color or shade of the item may vary due to the color settings of your computer monitor. Thomasville® Synchrony™ cannot guarantee that the color you view on your monitor will exactly match the product due to the nature of online shopping constrictions.
  • Air Bed Assembly

    Does your air bed require troublesome assembly?

    No. While our Synchrony™ air beds are shipped unassembled in order to to greatly reduce shipping costs, once you unpack the components from the two boxes, assembly usually takes less than 30 minutes and requires no special tools. While we do recommend that a second person be present during assembly in order to assist, one person can easily assemble the air bed on their own. Easy to follow step-by-step instructions are included in the Owner's Manual.
  • Do I need special tools to assemble my Synchrony™ Sleep System?

    No. You will not need any type of tools to assemble your air bed. The only "tool" required to assemble you Synchrony™ Sleep System is a pair of scissors.
  • Once my air bed is set up, can it be moved?

    Yes. Both the mattress and (optional) foundation are light weight and can easily be moved any where there is a 110 volt outlet to plug in the computerized air processor.
  • If I have questions about assembly, is there someone I can call?

    Yes. If you have any questions about assembling your new Synchrony™ Sleep System, you can call a Synchrony™ Sleep Specialist at 1-844-718-6717. They are available 7 days a week for your convenience. CLICK HERE for hours.
  • Air Bed Operation

    How does air get inside the bed?

    A patented "whisper quiet" computerized air processor has been exclusively designed for Thomasville® Synchrony™ and operates from a standard 110 volt outlet. Small tubes connect the processor to to air chambers. Once the air lines are connected to their respective air chambers, a simple touch on the hand controls, which are also connected to the processor, allow you to add or release air.
  • Will my air bed deflate if the power goes out?

    No. Your mattress will retain its firmness even if the power is interrupted. But, to protect your new air bed from power surges, we recommend that you plug your air processor into a surge protector.
  • Can the air chambers be filled so much that they burst?

    No. A special sensor in the hand control automatically shuts off the inflation process once the maximum fill level has been achieved. There is no danger of over-inflation.
  • Can I use both hand controls at the same time?

    No. While two hand controls do come standard with all our air beds only one hand control can be operated at a time. You can only adjust one side of the bed at a time.
  • What if my hand control is adjusting the wrong side of the bed?

    If your Synchrony™ hand control is operating the wrong side of the bed, it is most likely because the left and right hand controls were reversed when connected to the processor. The hand controls are attached to either the "LH" connector or the "RH" connector. As you are standing at the foot of the bed, "LH" refers to the left side of the bed and "RH" refers to the right side of the bed.
  • Thomasville® Synchrony™ and Your Health

    Can I clean the mattress cover of my Synchrony™ Sleep System?

    Yes. Unlike the competition, the covers of the Thomasville® Synchrony™ air beds can be zipped off and removed for professional dry cleaning, ensuring you always have a clean, hygienic sleep surface. Please do not apply stain guard to the mattress cover, as this may cause the fabric to yellow.
  • Can dust mites get in a Thomasville® Synchrony™ bed?

    Thomasville® Synchrony™ constructs each air bed with foams that have been specially treated to resist dust mites and other allergens. However, as with any mattress, some dust mites may still be capable of getting inside your air bed. You can unzip the mattress cover and vacuum the interior of your air bed to remove dust mites and other allergens. You can also professionally dry clean our removable mattress covers and zip off and machine wash and dry the Micro-Pure fabric sleeves that surround the foam comfort layer(s) of the air bed.

    We also recommend you purchase a Purify Mattress Protector with your new air bed. This mattress protector is guaranteed to protect your mattress from dust mites and stains for 10 full years. Miracle Membrane™ fabric is waterproof yet breathable. It acts the same way as human skin. Dust mites and their waste cannot penetrate the Miracle Membrane™, which helps eliminate allergens.
  • What steps have you taken to ensure that mold is not a problem in my new air bed?

    Thomasville® Synchrony™ takes special care to ensure that our mattresses do not transfer moisture due to condensation to the foam components of the bed. We have enclosed our foam edge support system with a friction free safety liner that prevents moisture transfer to the foam and protects the air cores. Our foam comfort layers are also enclosed in a Micro-Pure fabric sleeve with a moisture barrier. The competition has raw, exposed foam, which has raised mold concerns.
  • I experience back pain. Will a Thomasville® Synchrony™ adjustable air bed be beneficial?

    Yes. If you experience back pain, a six-chamber Thomasville® Synchrony™ Sleep System is for you. You can adjust the lumbar section independently from the head/foot section. This allows you to increase or decrease the support in this crucial area to relieve any pain or discomfort you may have.
  • Online Shopping and Ordering

    Does Thomasville® Synchrony™ have a catalog?

    No. All of the products that we manufacture are available for viewing and purchase at ThomasvilleAirBeds.com.
  • Are all of your products available for purchase online?

    We carry our complete line of products on our website. However, if you need replacement parts, you will need to contact a Synchrony™ Sleep Specialist at 1-844-718-6717
  • Can I change my order?

    Yes. If you haven’t started the checkout process, click the “Remove“ link in the Cart. To change the quantity of an item, click on the “Quantity“ field in the cart and select the quantity you want. To add another product to your order, click the “Continue Shopping“ button.

    If you’ve completed checkout, call 1-844-718-6717 to talk to one of our Synchrony™ Sleep Specialists. They will help determine if your order can be changed, based on whether it’s been processed for shipment or not.
  • What if I need to cancel my order?

    Orders placed on our online store are charged and processed quickly. Once we receive your order, we immediately begin to process your order for shipment from our inventory. Cancellations will only be accepted within 24 hours of orders being placed and if your order has not shipped. Call a Synchrony™ Sleep Specialist at 1-844-718-6717 to determine if your order can be cancelled.
  • Can I place an order over the phone?

    Yes. Our Synchrony™ Sleep Specialists will be happy to assist you in placing your order over the phone. Our Sleep Specialists are available by calling 1-844-718-6717 7 days a week. CLICK HERE to view our hours.
  • How do I know you received my order?

    You will receive an email confirmation within 24 hours of placing your order. If you do not receive a confirmation email within 24 hours, please contact us at 1-844-718-6717 to confirm your order.
  • If I live outside the U.S. can I still order from your website?

    No. We can only accept and ship orders from this website to addresses in the 48 contiguous U.S. states.
  • What if I live in Alaska or Hawaii? Can I still purchase an airbed from your store?

    We can only offer free shipping on orders shipping to the 48 contiguous U.S. states. If you live in Alaska or Hawaii, please call a Synchrony™ Sleep Specialist at 1-844-718-6717 to determine if shipping to your location can be achieved for an additional cost.
  • Shipping and Delivery

    What do you charge for delivery?

    Nothing. Shipping is FREE on all items purchased from ThomasvilleAirBeds.com.
  • How is my order shipped?

    We ship all Synchrony™ beds, pillows, accessories, bed frames, and mattress toppers via FEDEX ground. If you ordered an air bed foundation or adjustable base your entire order will ship is via a common freight carrier. You will be contacted by the delivery agent in order to set up a delivery time.
  • What if I receive the wrong item?

    In the event that an item was shipped in error, please contact a Synchrony™ Sleep Specialist at 1-844-718-6717 within 24 hours.
  • If I ordered multiple items, will they all arrive at the same time?

    Most smaller products (pillows, mattress toppers) ship together, so you typically receive them at the same time. Your Synchrony™ Air Bed will ship in separate cartons, so may not arrive at the sames time.
  • What if something I ordered is missing?

    Missing items should be reported to a Synchrony™ Sleep Specialist at 1-844-718-6717 within 24 hours. Please note that if you ordered multiple items, they may be arriving in separate packages.
  • Do you ship to P.O. boxes?

    No. Sorry, we cannot ship to a P.O. box.
  • How long will it take to receive my order?

    In most cases, your order will be processed and shipped within 48 hours. You should expect delivery 7-10 business days or less from ship date. 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 by phone or email if there will be a delay in shipping.
  • Payment

    When am I charged for my order?

    All orders begin processing immediately, so your card is charged at the time you submit your order.
  • What forms of payment do you accept?

    We accept Visa, Mastercard, Discover and American Express.
  • Do you offer financing?

    Yes. Thomasville® Synchrony™ offers financing on purchases totaling more than $500 . Please CLICK HERE to view the details.
  • Can I pay with a check or money order?

    No. Thomasville® Synchrony™ does not accept checks or money orders for online order placement. .
  • Do you charge sales tax?

    Sales tax is charged for in-state deliveries to Missouri and California. Sales tax is collected on the total order amount. Sales tax will be calculated during the check out process.
  • Returns & Refunds

    What is your return policy?

    Thomasville® Synchrony™ offers a 90 day trial period for your new air bed. If, after 30 days, you wish to return or exchange your air bed, you may do so, WITH NO RESTOCKING FEES. Thomasville® Synchrony™ will even pay for the return shipping for TRULY RISK FREE SHOPPING. Please review our complete Return & Exchange policy by CLICKING HERE .
  • Do you charge a restocking fee for returns?

    No. At Thomasville® Synchrony™ we will not charge you a restocking fee for simply returning an item. .
  • If I want a refund, what do I do?

    All merchandise being returned for a refund must be in good condition and be given a "Return Authorization" (RA) number from Customer Service, which will expire 30 days from date of issue. Thomasville® Synchrony™ will arrange for return shipping. The RA must be included with all products returned in order to track your return and promptly process your credit. All refunds will be issued to the original method of payment within approximately 15 business days after all products have been received and inspected at Thomasville® Synchrony™. Products will NOT be issued a refund if any of the following applies 1) mattress found to be damaged beyond normal use expectations 2) mattress is soiled 3) mattress is returned prior to a complete 30 night trial period. Please review our complete Return & Exchange Policy by CLICKING HERE .
  • Privacy & Security

    How do I know my credit card information is secure?

    We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. Our secure server encrypts all of the information you submit, so it is safely transmitted to us. Please review our complete Privacy & Security policy by CLICKING HERE .
  • Do you sell the information you collect online to third parties?

    Absolutely NOT! We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
  • What are Cookies, and does Thomasville® Synchrony™ use them?

    A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. If you would like to view exactly what cookies we collect and how they are used, view our Privacy Policy by CLICKING HERE

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