Committed to your satisfaction - our customer service team is here for you.
I'm missing a product from my order, what do I do?
We apologize for the inconvenience of a missing product from your order. Please contact our customer support team by sending an email to firstname.lastname@example.org or by filling out the Contact Us form on our website. Please include your order number and a detailed description of the missing item(s) in your message, and our team will assist you with resolving the issue as soon as possible.
How long does shipping take?
Shipping typically takes between 5-7 business days via FedEx or UPS Ground. Please note that during holiday periods and in areas impacted by severe weather, shipping times may be extended. If you have any concerns about your shipment, please don't hesitate to contact us for more information.
What do I do if I need to cancel my order?
We understand that plans can change, and we want to make sure you're happy with your purchase. If you need to cancel your order, please contact us as soon as possible. We'll do our best to accommodate your request, but please keep in mind that once an order has been shipped, we may not be able to cancel it. For more information, please refer to our Return Policy - button below - to learn more and how to initiate a return after an item has shipped.
I forgot to add a promo code or referral credit. What should I do?
If you forgot to add a promo code or referral credit to your order, don't worry! We're happy to retroactively apply it for you. Simply reach out to us in writing by emailing email@example.com with your name, order number, order date, and the code you wanted to use. We'll verify the code and process a credit back to your method of payment for the amount of the discount generated by the code within 2 business days. Please note that it may take longer for the credited funds to appear in your account, usually 7-9 business days.
What do I do if I need to change my order?.
If you need to change your order, please contact us as soon as possible. We'll do our best to accommodate your request, but please keep in mind that once an order has been shipped, we may not be able to cancel it. For more information, please refer to our Return Policy to learn more and how to initiate a return after an item has shipped.
PRODUCT & STOCK
How do I know which firmness level is right for me?
We offer a variety of firmness levels to suit different preferences and sleep positions. You can refer to our firmness guide for more information or contact our customer service team for guidance.
Are your products covered by a warranty?
We offer best in class warranties with extensive coverage and support on everything we make:
What are the benefits of the hemp or copper infusion in your gel memory foam products?
Our gel memory foam products are infused with hemp and/or copper, which have a variety of potential benefits. Hemp is known for its potential to reduce pain, anxiety, and inflammation, while copper is said to have anti-inflammatory and antimicrobial properties. These infusions can potentially provide additional therapeutic benefits when compared to traditional memory foam products.
What is the difference between your infused gel pet beds and regular pet beds?
Our infused gel pet beds are specifically designed to provide therapeutic benefits for your pet. They are made with gel memory foam that is infused with hemp and/or copper, which can help alleviate pain, reduce inflammation, and promote relaxation. Regular pet beds may not have these special infusions, and may not have the same therapeutic benefits.
Can I use my own mattress foundation or bed frame with this mattress?
Yes, you can use any standard bed frame or foundation with our mattresses.
Can I wash the mattress cover?
The mattress cover is not machine washable, but it can be spot cleaned with mild detergent and a damp cloth.
The optional cover for the mattress toppers is machine washable <gentle cycle, mild detergent>.
How do I know if the hemp or copper infusion in the mattress is working for me?
The effects of hemp and copper infusion may vary for each individual, it may take some time for you to feel the effects. However, many customers report improved sleep quality, pain management, and other therapeutic benefits.
How do I set up my new mattress?
Setting up your new mattress is easy! Simply remove the packaging and allow the mattress to expand fully. It may take a few days for the mattress to fully expand and reach its full size.
Are your pet beds also infused with hemp or copper?
Yes, our pet beds are also infused with hemp or copper and are designed to provide similar therapeutic benefits for pets.
What is the filling inside the adjustable fill infused gel memory foam pillow?
The filling inside the adjustable fill infused gel memory foam pillow is a combination of gel-infused memory foam and shredded foam. The gel-infused memory foam provides pressure relief and support, while the shredded foam allows for adjustable firmness and customization to fit your individual sleeping needs. Please note that our foam does not use microfiber, but we do ship a medium sized bag of extra foam along with every pillow to give you the option to add more filling if needed.
What are the benefits of gel-infused memory foam in terms of keeping me cool while sleeping?
Gel-infused memory foam is designed to keep you cool while you sleep by regulating your body temperature. The gel particles within the foam absorb and distribute heat away from your body, providing a cooler sleeping surface than traditional memory foam. Additionally, the open-cell structure of gel-infused memory foam allows for better airflow and breathability, helping to dissipate heat and improve overall temperature regulation. This can result in a more comfortable and restful sleep.
Can you explain what fiberglass is and why some mattress companies use it in their products? Additionally, can you explain why Ergo-Pedic Sleep chooses not to use fiberglass in their mattresses?
Fiberglass is a type of glass made from extremely fine fibers of glass, it's often used as an insulator in various industrial applications. Some mattress companies use it as a layer in their mattresses because it is lightweight, durable, and provides a fire-resistant barrier. However, Ergo-Pedic Sleep does not use fiberglass in their mattresses. This is because fiberglass fibers can cause skin irritation, respiratory problems, and other health issues. Ergo-Pedic Sleep uses other materials that are safe and comfortable for their customers, such as gel-infused memory foam, plant-based foam,, and natural organic cotton and hemp fibers.
RETURNS AND EXCHANGES
What is your return policy?
We understand that buying a new mattress is a big decision, and we want you to be completely satisfied with your purchase. That's why we offer a 90-night sleep trial, giving you ample time to adjust to your new mattress and make sure it's the perfect fit for you. If after the first 30 days, you find that you're not completely satisfied, we're happy to offer a full refund for your mattress, minus a $99 pickup fee. This fee covers the cost of retrieving the mattress from your home. However, if the return is due to our error, such as receiving the wrong item, we'll cover the return shipping costs or pickup fee.
If you haven't opened the mattress, you can still return it for a full refund, but you will have to pay for the return shipping costs.
If you change your mind before it ships, you can cancel your order for a 100% refund.
We want you to have the best sleep possible, and we'll do everything we can to make sure you're happy with your purchase.
What do I do if I receive a defective item in my order?
We apologize if you have received a defective item in your order. Please contact our customer support team immediately by sending an email to firstname.lastname@example.org or by filling out the Contact Us form on our website. Please include your order number and a detailed description of the faulty item(s) in your message, and our team will assist you with resolving the issue as soon as possible. Depending on the nature of the issue, we may ask you to provide pictures or videos of the faulty item, and we will work with you to find the best solution, whether that is a replacement, repair or refund.
How does your 90-Day Sleep Trial Work?
We want you to have the best sleep possible, that's why we offer a 90-night sleep trial on all of our mattresses. Try out your new mattress for 30 days, and if you're not completely satisfied, you can return it for a full refund minus a $99 pickup fee. We'll even cover the return shipping costs if the return is due to our error. Click the "Learn More" button below to read more about our 90-day sleep trial program and the process for requesting a return.
Please note that pet beds are excluded from our 90-day sleep trial offer.
How do I check on the status of a refund?
To check on the status of a refund, please contact our customer support team by emailing email@example.com with your name, order number, and the date of your refund request. Our team will be happy to provide you with an update on the status of your refund and an estimated time of arrival for the credited funds to appear in your account. Please note that it may take 7-9 business days for the refunded funds to appear in your account once processed by our team.