Customer Help: Novosbed

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. When you buy a bed 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 bed. Any new mattress has a break-in period (adjustment period), and your body needs time to adjust to a better feel. Lying down on a mattress for a few minutes in a store setting does not provide insight. Buying a mattress online further compounds that you never got to touch or feel the bed 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 Novosbed’s risk-free trial period?

Novosbed offers a 120 night risk-free trial for all mattresses. The trial period will begin on the day of delivery.

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

Novosbed recommends a 60-days break-in period for trying out a new mattress. If you are not satisfied, you return the bed after the 30 days expire but before 120 days from the delivery date for a full refund.

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

It would be best if you kept the packaging and boxes; you may need them when you return.

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

You don't have to get the mattress back in the box. For pickups, Novosbed asks you to wrap up the completely expanded bed with a protective plastic to prevent it from getting soiled in transit and have it on the ground floor on pickup day.

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

Whenever possible, Novosbed donates the returned mattresses to local charities. Unfortunately, Novosbed is sometimes required to dispose of returned mattresses because of regulatory requirements. Novosbed does not re-sell used products in any way.

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

Novosbed mattresses give you a full refund within 14 days of receipt, as long as they are in their original, unopened packaging.

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

No, Novosbed doesn't have any exchange offer at this time. You can only return your mattress and get a full refund within 14 days of receipt, as long as the product is in its original, unopened packaging.

Shipping & Delivery (Questions: 7)

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

Novosbed Mattress offers free shipping within the contiguous United States and Canada. Shipping charges may apply for deliveries to Alaska, Hawaii, and remote locations.

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

Yes, Novosbed ship to Canada for free.

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

Novosbed doesn't ship to any other country besides US and Canada.

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

Novosbed delivers its product to you via FedEx.

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

Most Novosbed mattress ships in1-7 days and can take 1-3 weeks to reach your door. The delivery period depends on your location.

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

Novosbed doesn't charge any fee for return shipping.

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

Currently, Novosbed doesn't offer a white glove delivery service.

Warranty (Questions: 4)

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

Novosbed has a 15-year warranty with the first ten years non-prorated (total coverage) and the remaining five years pro-rated (declining coverage based on age)

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

Novosbed mattress warranty cover:

• Any physical flaw in the mattress or the foam material.
• Any manufacturing defect in the zipper assembly or fabrics of the mattress cover.
• Q.3) What defects are not covered under Novosbed’s warranty?

Novosbed mattress warranty doesn't cover:

• Damage from use with an inadequate foundation or frame.
• Damage caused to the cover, foam, zipper, or Comfort+ due to use with more than one Comfort+ layer.
• Mold or mildew is caused by using the mattress on a non-breathable surface.
• Mattress, Comfort+, or foundation damage due to misuse or unsanitary treatment beyond reasonable use. This includes but is not limited to burns, cuts, tears, stains, bodily fluids, or spills.
• Washing any part of the cover other than the removable top portion.
• Non-compliance with washing instructions and handling for the cover resulting in damage to the cover or zipper.
• Q.4) What is the remedy if a defect is found?

For 15 years after you purchase your new Novosbed mattress, when it has a defect covered under warranty, Novosbed will replace or repair it. This includes all parts of the bed. Your Novosbed mattress will be repaired or replaced at no additional cost within the first ten years of usage and the fee of 75% of the original purchase price between the eleventh and fifteenth years. For commercial and institutional orders, your Novosbed mattress will be repaired or replaced at the cost of 25% of the original purchase price within the first five years of usage; at the expense of 50% of the actual purchase price between the sixth and tenth year of use; and the cost of 75% of the original purchase price between the eleventh and fifteenth year of usage.

Payment & Financing (Questions: 6)

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

Novosbed accepts the following payment options:

• Debit card
• Credit card
• Shop pay
• Q.2) Does Novosbed offer financing?

Novosbed offers financing through affirming.

• Q.3) How does Affirm work?

Affirm is a financing alternative to credit cards and other credit payment products. It 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.

• Q.4) Are there any restrictions on Affirm financing?

Down payment may be required. For purchases under $100, limited payment options are available.

• Q.5) How do you apply for financing from Affirm?

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

• Q.6) Does financing from Affirm will affect my credit scores?

On creating an Affirm account, Affirm performs a 'soft' credit check and helps in verifying your identity. It determines your eligibility for financing. This 'soft' credit check shall not affect your credit score.