Customer Help: Molecule

Trial, Return & Exchange (Questions: 8)

• Q.1) Why do mattress manufacture’s offer free trial period for online purchase of mattresses?

Whether you purchase a mattress in a store or online, you make a long-term decision that could impact your sleep health. While purchasing a mattress in a store after lying on a few mattresses, listening to sales pitches, and getting some great deals, you ignore how you and your partner's body will react to the mattress. Any new mattress has a break-in period (adjustment period), and your body needs time to adjust to a better feel. Lying on a mattress for a short time in a store setting does not provide insight. Buying a mattress online further compounds the fact that you never got to touch or feel the mattress before you purchase. That's why mattress manufacturers offer an extended trial period to try the mattress in a comfortable home setting without any pressure and then make the call whether to retain or return.

• Q.2) What is the duration of Molecule’s risk-free trial period?

Molecule offers a 365-night risk-free trial for its mattresses. The trial period will begin on the day of delivery.

• Q.3) What is the minimum period you need to try Molecule mattress before initiating a return?

If you decide to return it, you must wait 30 days before initiating a return. This break-in period allows your body time to adjust to a new bed and the mattress time to break in fully.

• Q.4) Do I need to keep any of the packaging or boxes?

No, you can recycle the box and packaging.

• Q.5) Do I need to make my own arrangements for shipping product back to Molecule?

The Molecule does not deal with a traditional return process. Email support@onmolecule.com, and they will provide you with details.

• Q.6) What happens to returned or exchanged products?

Molecule never takes the returned mattress; instead, they will ask you to donate your mattress to a verified 501(c)3 charity.

• Q.7) When can I expect a return for my refund?

You will be refunded for the mattress cost (less any discounts) as soon as the mattress is taken from your home by an authorized party from Comfort DTC and Molecule receive a photo of the donation receipt.

• Q.8) Can I exchange a Molecule mattress?

The Molecule doesn't offer an exchange, but You may request a return of your mattress after sleeping on it at least 30 to 365 nights from the delivery date.

Shipping & Delivery (Questions: 7)

• Q.1) Does Molecule offer free shipping on orders and returns?

Molecule offers free shipping and returns in 48 US states. There are extra costs for shipping to Alaska and Hawaii.

• Q.2) Does Molecule offers shipping to Canada?

Currently, Molecule doesn't ship to Canada.

• Q.3) Does Molecule ships to any other country besides US?

At this time, Molecule only delivers to all 50 US states. There are extra costs for delivering to Alaska and Hawaii.

• Q.4) What shipping partners Molecule currently uses?

Molecule uses FedEx to deliver its product to you.

• Q.5) How soon Molecule delivers products after ordering?

Your molecule mattress delivery can take around 7-10 days to ship to you from the date of your order.

• Q.6) Does Molecule charge any fees for return shipping?

The Molecule doesn't charge any fees for return shipping. All returns are free.

• Q.7) Does Molecule offer white-glove or In-home delivery and set-up services?

At this time, the Molecule doesn't offer a white glove delivery service. The Molecule does offer a free Mattress Haul Away option for California Residents under California Law.

Warranty (Questions: 4)

• Q.1) Does Molecule offers warranty for mattresses?

A limited lifetime warranty covers molecule mattresses.

• Q.2) What does Molecule’s warranty covers in terms of defects?

Molecule limited warranty cover:

• Applicable indention or sag of the foam mattress greater than one (1) inch is not an outcome of improper use, an improper bed, bed base, or foundation.
• A manufacturing flaw with the zipper in the cover. It does not include zipper breakage resulting from improper or overuse of zipper.
• A physical flaw in the cover's construction, such as fabric tearing or stitch unraveling that does not result from improper use.
• Q.3) What defects are not covered under Molecule’s warranty?

Molecule limited warranty doesn’t cover:

• Normal wear and tear.
• Any improper use of the mattress.
• Minor imperfections such as slight cosmetic flaws.
• Stains, tears, burns, soiling, liquid damage, and/or discoloration occur over time and/or are caused by you.
• Indents, sagging, or body indentations less than one (1) inch deep.
• Individual opinions or preferences regarding the softness, firmness, or attributes of a mattress, including the average increase in softness of the mattress over time.
• External damage to the foam mattress caused by you.
• Allergies or sensitivities to fabrics or materials.
• Damage caused by animals, rodents, or children.
• They are naturally occurring odors from foam, cotton, or other materials.
• Q.4) What is the remedy if a defect is found?

If Molecule determines that your claimed defect is covered under this Limited Warranty, your exclusive remedy, instead of all incidental, special, or consequential damages, including for negligence, is limited to repair or replacement of your Molecule Mattress or the component deemed to be defective under the terms and conditions stated in this Limited Warranty. Your mattress with being replaced with a comparable size and model mattress. If your size and/or model is discontinued, we will provide the most comparable Molecule Mattress product available as a replacement at the brand's sole discretion.

Payment & Financing (Questions: 5)

• Q.1) What forms of payment Molecule accepts?

Molecule accepts the following payment options:

• Debit card
• Credit card
• Paypal
• Shop Pay
• Google Pay
• Q.2) Does Molecule offer financing?

Molecule offers financing through Klarna.

• Q.3) How does Klarna work?

Klarna’s Pay in 4 plan lets you divide your balance into four interest-free installments to be paid every two weeks. The first payment is due at checkout.

• Q.4) How do you apply for financing from Klarna?

To qualify for financing, click on the Klarna link on any product pages or select Klarna Monthly Payments at checkout. After clicking the link or proceeding to Klarna at checkout.

• Q.5) Does financing from Klarna will affect my credit scores?

Klarna does a soft credit check which does not affect your credit score. It will not be visible to other lenders when: Deciding to Pay in 4—preferring to Pay in 30 days.