To initiate a warranty claim, contact us with your order number, a description of the issue, and clear photos of the product and problem area. We’ll review your submission and may ask for additional details or arrange for a return inspection. Claims must fall within the warranty period and meet all eligibility criteria.

Full instructions: Warranty Page

The Mattress Warranty only covers visible permanent indentations equal to or greater than 1.5” when no weight is applied to the mattress's top. Minor body impressions are a normal part of any mattress. We recommend rotating the mattress head-to-toe once every three months for its lifetime. At the same time, we recommend flipping and rotating the top few layers of the mattress. This makes rotating easier and helps ensure even wear.

(a) minor imperfections and slight cosmetic flaws; (b) minor size discrepancies (less than 1”); (c) minor height discrepancies (less than 1”); (d) natural variances in the latex; (e) normal wear and tear; (f) tears, stains, soiling, burns, and discoloration that occur over time; (g) promotional items, "as is," or "floor models.” (h) dampness, mould or mildew; (i) individual or personalized preferences relating to firmness and comfort; (j) normal body impressions not greater than 1.5”; (k) individual or personalized allergies and sensitivities; (l) naturally occurring cotton, wool, or latex foam aromas; (m) damage to the Mattress cover (including shrinkage) resulting from removing, washing and/or cleaning the cover.

The claim process can take anywhere from a few days to a few weeks.

Improper foundations are the primary cause of problems with latex mattresses. Even a brand-new mattress can have serious performance deficiencies on the wrong foundation. To resolve the issue you're experiencing, we may need to reinforce the foundation, replace layers, or a combination of both.

Latex mattresses perform best on a rigid, breathable surface. We recommend slatted platform beds with slats 1-2.5" apart (no more than 3") or a solid base with ventilation. As a general rule, there should be more support than air, and you should avoid box springs and bowed / flexible slats, which can cause uneven support. Coir Bunkie Boards can bring nearly any bed frame up to the warranty and performance standard.

Read more: Choosing the Right Bed Frame for Latex Mattresses

Yes, you can use an adjustable bed frame. However, they are harder on mattresses than standard frames, will decrease the overall life of the mattress and lead to more issues in general. We recommend thinking of them as medical device as they were intended rather than as lifestyle option as they are now marketed.

More detailed information can be found here: Pro and Cons of Adjustable Frames

No, none of our warranties contains a prorated period. We feel prorated terms are overly complicated and misleading which is why we have a straightforward 10 year Mattress Warranty.

Yes. All warranty related shipping is responsibly of the claimant.

No, we don't require mattress protectors for warranty coverage. Minor stains are a normal part of any mattress and would not void that warranty. However, major staining may call the validity of a claim into question, so some people may want to protect their mattress.