Customer Help: Saatva

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 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 few minutes 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 Saatva’s risk-free trial period?

Saatva offers 180 night home trial for all its mattress.

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

Saatva recommends a 45-days break-in period for trying out a new mattress. If you are not satisfied, Saatva will give you a full refund.

• Q.4) Do I need to make my own arrangements for shipping product back to Saatva?

You don't need to make any arrangements for shipping back the product. Saatva will schedule a pick-up for your mattress.

• Q.5) What happens to returned or exchanged products?

Saatva never resells the returned or exchanged Saatva mattress. Saatva donates them to veterans' shelters or offers them to employees and associates across more than 150 delivery centers.

• Q.6) When can I expect a refund for my return?

Saatva will issue a refund for the purchase price (taxes included) to your original payment method.

• Q.7) Can I exchange a Saatva mattress?

If you decide to exchange your Saatva mattress for another mattress by Saatva during your 180-night home trial, you can call Saatva at 1-877-672-2882. Saatva will schedule a pick-up of your mattress and start the exchange process.

You'll only pay a $99 processing fee for your replacement delivery and mattress pick-up.

• Q.8) Do I need to keep any of the packaging or boxes?

Every Saatva mattress comes with a free White Glove Delivery Service, where professionals deliver and install your bed. No boxes to lug or packaging to discard.

Shipping & Delivery (Questions: 9)

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

All Saatva mattress shipping is free.

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

Saatva will not be resuming shipping to Canada due to covid-19.

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

Saatva currently does not ship directly to Hawaii or Alaska, but their friendly sleep guides can arrange your mattress delivery through a freight forwarder in Seattle or California. If you live in Alaska or Hawaii and need help scheduling delivery, you can contact Saatva at 1-877-672-2882.

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

Loom & Leaf, partnered with FedEx to deliver its product to you.

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

Saatva arrives within 7-15 days of your order. Delivery times are slightly longer in Canada.

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

If you are not satisfied with your Saatva mattress for 45 days, you can return your mattress for free. After 45 days, you will pay a $99 processing fee for pick-up.

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

Saatva provide white glove delivery for all its mattress. You can also avail old mattress removal service at checkout for free.

• Q.8) How much Saatva charges for whiteglove or In-home delivery and set-up services?

Saatva offers free white glove delivery service and old mattress removal with every order.

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

Saatva offers white glove delivery and old mattress removal service to the contiguous 48 us states and Parts of Canada.

Warranty (Questions: 5)

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

Saatva warrants their mattress to be free from defects in workmanship and materials for 15 to 25 years, depending on the mattress.

• Q.2) Who this Mattress Warranty extends to?

This warranty extends only to the original purchaser and shall be void if the bed is burned, abused, or otherwise damaged. Warranty claims should be submitted in writing to the Saatva Company.

• Q.3) What does Saatva’s warranty covers in terms of defects?

Saatva mattress warranty cover:

• Defect in workmanship
• Defect in material
• Body Impressions Greater than 1-inch deep
• Q.4) What defects are not covered under Saatva’s warranty?

Saatva mattress warranty does not cover:

• Wear from regular mattress use (other than body indentations greater than 1-inch)
• Sagging occurs from the use of an improper bed frame or foundation
• Physical abuse, such as burns, stains, or broken coils from jumping or other damaging behaviors
• Differences in comfort level (support, firmness, height, etc.) that result from everyday use
• Damages that occur for buyers other than the original purchaser
• Q.5) What is the remedy if a defect is found?

If your Saatva Classic mattress is deemed defective:

• For the first two years of the 15-year non-prorated warranty, The Saatva Company will replace your mattress with a brand new one for absolutely no charge if deemed defective.
• In years 3-15, The Saatva Company will completely repair and re-cover your Saatva mattress. The only charge to you will be a $99 processing fee each way. Absolutely no other charges.

Payment & Financing (Questions: 5)

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

The following payment options are available with Saatva:

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

Saatva offers financing options through Klarna.

• Q.3) How does Klarna work?

Klarna is a buy now, pay later service designed primarily for online purchases. You can use the Klarna mobile app anywhere online or choose Klarna as your payment option at checkout.

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

To apply for Klarna, select Klarna at checkout and apply with a simple 2-step application for monthly financing to get an instant approval decision.

If approved, you will be presented with your personalized promotional payment plan showing your APR and monthly payment amount. You will have the option to accept your payment plan, and if you do, you'll receive an email confirmation from Klarna and can manage your payments directly through the Klarna app.

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

Klarna only performs a soft credit check when you choose to pay with financing. This check will not impact your credit score or show up as a hard inquiry on your credit report.