FAQs

We ship to the lower 48 states.

Please allow 1-2 days for building and processing your mattress. Your mattress may take 1-5 business days to arrive once shipped.

UPS or FedEx will leave your mattress by the door. Since your mattress is bagged and boxed before pickup, your mattress will never be touched during delivery.

We are so confident that you are going to ❤ your mattress, you can try it for 120 days. If it is not right, we will exchange it for a different mattress or pick it up for a refund. It is that easy!

We will take care of any defects for the lifetime of the mattress.

We think you are going to ❤ your mattress, but if after 30 days of sleeping on it you want to exchange for a different model, we allow a one-time exchange per household.

Pillows by Malouf have a 5-year warranty, adjustable bases have a 10-year limited warranty, and metal frames have a 5-year limited warranty.

It generally take a few weeks for the human body and mattress to adjust to each other. Your body is used to a different sleeping surface that may not have had the right support. Now the body has to get realigned to a proper supportive mattress. Your new mattress also needs some time to break in and fit to you, just like a good pair of jeans.

We recommend that your mattress rests on a firm, stable surface. This includes, a platform bed, slats that are no more than 3" apart, a bunkie board, adjustable base or a foundation.

Yes, it will. All Hope Mattress models work with an adjustable base.

You could but we do not recommend it for a couple of reasons. First, to ensure your mattress stays clean and in the best condition over the years you will want to use proper bed coverings. Second, if you do not use a cover on your mattress you run the risk of voiding your warranty coverage… our mattresses are built very well, but we do not cover stains or spills that can affect the integrity of the mattress foam.

100% of the foam we use is CertiPUR-US® Certified. This means the foam in our mattresses is made without ozone depleters, PBDEs, TDCPP, TCEP (”Tris”) flame retardants, formaldehyde, any phthalates regulated by the CPSC, or mercury, lead, or other heavy metals. And our foam has been tested to be less than 0.5 parts per million for VOC’s.

New memory foam may initially have a slight odor; this is both very normal and completely harmless. It will dissipate quickly after the mattress has fully expanded. For any Malouf pillows, if needed, you can expedite odor dissipation by removing and washing the cover and by placing the pillow in a dry sunny location.

Yes, they are. All our layers and materials are hypoallergenic and CertiPur certified. If you have allergies, we do recommend you use a full encasement zippered mattress protector that you can periodically remove and wash. These types of protectors prevent any dust or pollen that may be in the air from penetrating through and becoming lodged in your mattress during use.

No, you do not want to flip your mattress as the stiffer support layers are near the bottom. Instead, we recommend rotating your mattress 180 degrees every 6 months to wear the mattress evenly over the years.

State law in California, Connecticut, and Rhode Island requires retailers to collect a recycling fee on each mattress and box spring that is sold. The fee funds the state’s mattress recycling program and provides for collection, transportation and recycling of old mattresses and box springs. The amount of the fee is the same statewide and is not controlled by individual retailers. More than 50,000 mattresses a day are discarded in the United States and more than 75 percent of a mattress can be recycled into new consumer and industrial products. The recycling program diverts valuable materials from landfill and helps keep bulky waste like mattresses and box springs out of the waste stream.

For more information: click here for greater detail on the Mattress Recycling Fee

No, there are no late fees if you miss a scheduled payment.

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

If your refund amount is less than the amount remaining on your Shop Pay Installments balance, then you can expect one or both of the following:

1.) A smaller payment balance on the final payment

2.) Less future payments on the remaining loan balance

If your refund amount is more than the amount remaining on your Shop Pay Installments balance, then you can expect to receive the difference as a refund to your original debit card or credit card payment method within 3 to 10 business days.

The installments option on Shop Pay is available on debit and credit cards.

For questions about installment payments on Shop Pay, visit shop.affirm.com/help.

For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.