Customer Help: Nectar

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 buying a mattress in a store after lying on a few mattresses, listening to sales pitches, and getting some great deals, you are ignoring 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 Nectar’s risk-free trial period?

Nectar gives a 365 days trial period, three times longer than most other trials in the industry. You'll have a full year from the day your mattress is delivered to see if the Nectar is right for you.

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

Nectar encourages you to take the first 30 days to get to know your new mattress, as it can take this long for your body to adjust to the support and comfort of the Nectar.

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

There's no need to keep any packing materials once you have unpacked your Nectar. If you decide that the Nectar isn't quite right for you at any point during your trial, don't worry about getting it back into its original box.

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

No, Nectar works with you to organize a time and date when a local charity can come and pick up the mattress. When a local charity isn’t available, they’ll coordinate with a local recycling center.

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

Nectar doesn’t take the returned mattress back. All returned mattresses are donated. Nectar will help you search for a local donation center for your mattress.

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

Refunds will be issued in the form of the original payment. If the purchase was with an offer code, the dollar value of the offer code would not get refunded or credited back if any or all products were returned.

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

Traditional exchanges are handled by returning the original mattress through Nectar's return process. It's up to you if you'd like to purchase your replacement before receiving the refund for your return. If there is damage to your Nectar, you can contact the nectar support team, and they will coordinate to figure out the next steps.

Shipping & Delivery (Questions: 9)

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

Nectar ships to the contiguous US for free, nectar ships to Alaska and Hawaii for an additional $150 per large item ordered.

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

Currently, Nectar doesn't ship to Canada.

• Q.3) Does Nectar ships to any other country besides US and Canada?

Nectar only ships to the contiguous United States, not including Puerto Rico, the Virgin Islands, Guam, etc. Nectar doesn't ship anywhere outside the US.

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

Nectar ships your mattress to you via FedEx or UPS delivery.

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

Usually, nectar mattress ships in 2-4 business days and reaches your door within 5-7 days from your order. Shipping time depends on your location.

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

Nectar doesn’t charge any fees for return shipping. All returns are free. Return shipping fees for products that have been delivered to an address in Alaska and Hawaii are non-refundable.

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

Yes, Nectar offers white glove delivery for its mattresses; you will have to pay an additional fee for white glove delivery.

• Q.8) How much Nectar charges for white glove or In-home delivery and set-up services?

Nectar offers White Glove delivery for a flat fee of $149. This service includes complete assembly in a room of your choice and removing one old mattress. You'll pay $49 for each additional item you'd like to have removed, such as a box spring. Additional charges apply to customers in California, Connecticut, and Rhode Island due to recycling laws in those states.

• Q.9) Where does Nectar offer white-glove or In-home delivery and set-up services?

Nectar offers white glove delivery in the US, excluding Puerto Rico, the Virgin Islands, Guam, etc.

Warranty (Questions: 4)

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

Nectar mattresses come with a forever warranty. If you experience defects in construction, materials, or quality in the unlikely chance, Nectar will either replace or repair your Nectar mattress.

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

Nectar mattress warranty cover:

• Sagging or body impressions are measuring at least 1.5 inches beneath the surface.
• Additional covered defects include physical flaws that cause the foam layers to deteriorate prematurely.
• Defects associated with the cover assembly. 
• Q.3) What defects are not covered under Nectar’s warranty?

Nectar mattress warranty doesn’t cover:

• Physical damage
• Normal wear and tear
• Q.4) What is the remedy if a defect is found?

During the first ten years, Nectar Sleep will replace any defective mattress at no extra cost to the owner. After ten years, the company will either return or repair and re-cover any mattress for a charge of $100 that covers round-trip transportation expenses. This $100 fee will be waived if the mattress is considered defective.

Payment & Financing (Questions: 7)

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

Nectar accepts American Express, Visa, Mastercard, and Discover. Nectar also accepts Amazon Pay and PayPal. Nectar does not currently accept any pre-paid credit cards.

• Q.2) Does Nectar offer financing?

Yes, Nectar offers financing options through Affirm and Splitit.

• Q.3) How does Affirm work?

Affirm is an alternative option to credit cards and other credit payment products. Affirm offers real-time financing for purchases online. With Affirm, you can now buy and receive your purchase and pay for it in fixed monthly installments from 3 to 24 months.

• Q.4) How does Splitit Work?

Splitit offers to split the total payment using your credit card over several months. This service is free, involves no credit checks or applications, and means you can choose to split your costs anywhere from 3–12 months. The only requirement is a credit card with a sufficient amount of available credit.

• Q.5) Are there any restrictions on Affirm financing?

Down payment may be required if you want to buy with affirmed financing.

• Q.6) How do you apply for financing from Affirm?

Click on the Affirm or Splitit link on any product pages or special finance with Affirm or split at checkout to qualify for financing.

• Q.7) Does financing from Affirm will affect my credit scores?

Affirm does a soft credit check which usually doesn't affect your credit score and isn't visible to other lenders when: Deciding to Pay in 4—preferring to Pay in 30 days.