FAQS

Find the answers here

1. Can I return the mattress?

No returns, refunds, or exchanges (Our team strongly believes in maintaining hygiene and avoiding refurbished mattresses. Our mattresses are 100% new and custom-made just for you!).

When we say 'No Returns', we also say no to restocking fee, return pickup fee, and pre-owned mattress as part of clearance or mega sale.

2. What is the mattress made of?

Made with special ultra dense foams (CertiPUR-US Certified) to provide resilient and maximum support while still keeping the required softness intact. We seamlessly merge the foams during the manufacturing process to create a single, cohesive mattress for as long as 8 to 12 years.

**Note**

We do not use glue or any other harsh chemicals on our foams
We do not use fiberglass
We do not use spring or coil

3. Does your mattress contain thin layer of cotton padding?

No, we do not use any layer of cotton padding in our mattresses. As research shows, cotton mattresses or thin layer of cotton padding tend to sag, shift, flatten, or develop indentations very soon.

In contrast, our mattresses come with quilted 100% cotton encasement, providing a perfect blend of softness, breathability, and temperature control. Our 100% foam mattresses are more durable, maintaining their shape and support for a significantly longer period.

4. Do new mattresses need to be broken in?

Yes, a new mattress does need to be broken in. Regularly sleeping on your new mattress not only helps break in the materials faster but helps your body adjust. As you sleep on the mattress and apply pressure, the materials will adjust to your body’s contours.

This process can take a few weeks to a few months. During this time, you might experience changes in comfort and support as the mattress conforms to your body.

5. How long does it take to break in a mattress?

Transitioning to a new mattress is not an overnight process. It takes time for the materials to adjust and conform to your body's unique contours and sleeping patterns. It may take your body 60-90 days to adjust to the support of a new mattress.

6. Where is the mattress made?

All our mattresses are made in the U.S.A.

7. Which mattress is better for back support and long lasting (Foam vs Cotton)?

Foam mattresses provide superior back support by contouring to the body's shape and relieving pressure points that can lead to poor spine alignment. This makes them ideal for those with chronic pain or individuals who need extra support. Also the firmness lasts twice as long as cotton mattresses and are hypoallergenic (resistant to dust mites).

Cotton mattress is prone to sagging and lumping over time. It requires regular fluffing and tufting to maintain its shape. It easily captures dust and may attract dust mites.

8. Is the mattress encasement/cover waterproof?

No, the mattress encasement is not waterproof. Hence, we advice every customer to invest in a Mattress Protector which are specifically designed to be waterproof.

9. How long does it take to process the order and shipping?

You should receive the order 10-12 business days from the time the order is placed. Although depending on FedEx service or shipment size, it may take less or more time. All mattresses will be delivered to the front door of the address you submitted in the form.

10. Do you offer expedited shipping?

Currently we do not offer expedited shipping.

11. I have received the package. What should I do next?

Please open the compressed package (if it is box packed) as soon as possible upon receipt. If you leave it unopened for more than 7 days, it may damage the mattress since it is tightly compressed.
Please allow 48-72 hours, after opening, for the mattress to fully expand prior to using it.
Please keep the mattress away from humidity like steamer, iron, etc or water/snow.
Highly Recommended - 360 coverage waterproof Mattress Protector

12. The mattress I received is defected. What I do next?

Step 1: Kindly email us the photos, invoice copy, and detailed description of the defect you are observing within 7 calendar days from the delivery date.

Step 2: Our team will evaluate the above. If the defect is approved, kindly follow the below. If the request is not approved or valid, we will not be able to process a refund/exchange.

Step 3: If your request is approved, we will replace/exchange at no cost with free delivery and the customer will have to return in our possession within 14 calendar days. Like all major companies, the customer is required to return the mattress/cushion to our nearest location or we do provide pick up for a fee of 40$ in Austin/San Francisco locations. We source our mattresses from a highly reputed and reliable third-party manufacturer which operates under the same policy.

13. Will my custom mattress/cushion be of the exact dimensions shared?

As skilled as our manufacturers are, it is impossible to construct an upholstered mattress/cushion to match the exact dimensions. Hence, please keep a 0.1 - 1.5 inches size variance (on each side) into consideration. In most cases, our sizes is as close to perfection as possible. These manufacturing restrictions do exist and are unavoidable, and it is completely normal for any mattress/cushion to finish slightly smaller or larger.

14. What type of bedframe is best suited for this mattress?

We highly recommend using a bedframe with slats which has no more than 3 or 3.5 inches gap between each vertical/horizontal slat. This will help increase the lifespan of your mattress, air circulation. and avoid sagging/sinking due to the slats being spaced too far apart.

15. Can I wash the mattress?

Please do NOT wash the mattress or the mattress zipper cover.

16. What payment methods do you accept?

We accept payments via PayPal or Zelle ONLY. For security reasons, we do not accept credit or debit cards or any of your financial information.

17. How to Haul-Away old mattress in Central Texas?

Here are some options:

Leander: Bag Tag Program with Clawson Disposal or call 512-930-5490 - https://www.leandertx.gov/517/Garbage-Recycling (4.99$ only - refer to the 'Brush and Bulky pickup' section)
Round Rock: One free bulk pick-up per year. Call Republic Services at 512-255-4980 one week before your regular collection day to schedule your annual bulk pick-up (FREE)
Cedar Park: https://www.cedarparktexas.gov/276/Bulk-Trash or call 512-401-5300 (FREE)
Pflugerville: https://www.pflugervilletx.gov/793/Bulk-Pickup-Service or call call 512-990-6100 (FREE)
Liberty Hill: https://www.republicservices.com/residents/recycling-and-solid-waste/bulk-waste
All cities: https://exmattress.com (Paid) or contact your city bulk disposal department

**Subject to change

18. Warranty

We offer 2 years warranty from the time the mattress is delivered.

Covered: Our warranty covers manufacturing defects of an increase in body impressions of 2 inches or greater on the mattress (i.e. Sagging).

Not Covered: Our warranty does not cover slight size tolerances, mattress cover, body impressions less than 2 inches, or cracks/splits/chips caused by accidents, physical misuse, abuse, stains, pests, resizing, or reshaping or slight change in Foam color from air and light contact (i.e. natural occurrence).

Evaluation Process:

To file a warranty claim, kindly email us the photos, invoice copy, and detailed description of the bodily impression defect you are observing. Our team will evaluate the defect and get back to you within 48 hours.

Once the warranty claim is approved, we send a brand new replacement mattress with Free Delivery. If the warranty claim is denied, we will not be able to process a refund/exchange, and the customer is responsible to pick up the same mattress from us.

At our company, we take quality and customer satisfaction seriously. Due to the nature of foam products, a proper evaluation process is necessary before approving warranty claims.

Full Expansion Period – Once the mattress is returned to our facility, we allow it to fully expand for 24 hours on a flat surface. This ensures the foam returns to its natural shape for an accurate inspection.
Body Impression Assessment – After the expansion period, we carefully measure the surface to check for any body impressions. A valid warranty claim requires an indentation of 2 inches or greater.