Customer Help: Zenhaven

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 Zenhaven’s risk-free trial period?

Zenhaven offers 180 night home trial for all its mattress.

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

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

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

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

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

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

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

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

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

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

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

If you wish to exchange your mattress for another Zenhaven mattress during your 180-night home trial, you can call Zenhaven at 1-877-672-2882. Zenhaven 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.

Shipping & Delivery (Questions: 9)

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

All Zenhaven mattress shipping is free.

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

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

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

Zenhaven 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, contact Zenhaven at 1-877-672-2882.

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

Loom&leaf partnered with FedEx to deliver its product to you.

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

Zenhaven arrives within 7-18 days of your order. Delivery times are slightly longer in Canada.

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

If you are not satisfied with your Zenhaven 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 Zenhaven offer white-glove or In-home delivery and set-up services?

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

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

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

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

Zenhaven 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 Zenhaven offers warranty for mattresses?

Zenhaven warrants their mattress to be free from defects in workmanship and materials for 20 years.

• 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 Zenhaven Company.

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

Zenhaven mattress warranty cover:

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

Zenhaven 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 Zenhaven Classic mattress is deemed defective:

• For the first two years of the 15-year non-prorated warranty, The Zenhaven Company will replace your mattress with a brand new one at absolutely no charge to you if deemed defective.
• In years 3-15, The Zenhaven Company will completely repair and re-cover your Zenhaven 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 Zenhaven accepts?

The following payment options are available with Zenhaven:

• Debit card
• Credit card
• Paypal
• Google pay
• Q.2) Does Zenhaven offer financing?

Zenhaven 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.