Customer Service Center

120-Night Mattress Sleep Trial & Money Back Guarantee

We are dedicated to leading the charge with innovative patented technologies that enhance sleep wellness. This means every product we make follows our Beyond Organic standards for high-quality, ethically sourced components handcrafted with care in our GOLS and GOTS certified organic factory. We know our products will perform for you, and want you to shop with confidence knowing we stand behind our products.  

MATTRESSES: 

We are happy to offer you a 120-Night Mattress Sleep Trial. This means from the day you receive your Essentia mattress you have 120 nights to sleep on it and decide if you would like to return or exchange your mattress for a different model. We do ask that you sleep on your mattress for 30 nights prior to making this decision. If for any reason you are not 100% satisfied with the purchase of your Essentia mattress, you can call us at 888-764-4116 to begin the return process.  Essentia will arrange to have your mattress picked up and returned to us for recycling or donation. We do not ask you to pack or ship your return mattress. All returns or exchanges require a nominal return fee representing 9%* of the listed retail price of the mattress plus any applicable taxes.

If you're outside of the continental USA or Canada, any charges incurred for returning the merchandise, such as transportation, are solely the consumer’s responsibility in addition to a 5% processing fee.

Refunds are issued once the merchandise has been received and inspected. All Items must be returned in good condition. If you do elect to return your mattress, please call Essentia at 888-764-4116.

PILLOWS, FOUNDATIONS, ADJUSTABLE BASES, TOPPERS, CUSTOM ORDERS, CRIB MATTRESS, STINKY PAD, SHEETS, BODY GUARD, DREAMWEAVER, or KINGSTON DOG BED:

Given the personal nature of these items, returns are only accepted in the event that the product is damaged at delivery or if there is a product defect. All items listed above are final sale, however, some of these products do carry a warranty to protect your investment. 

* Important: Your mattress must be returned in good condition, with all instructions, warranties or other paperwork. Promotional items received free of charge at the time of purchase will be deducted at full retail price from your refund. Your reasons for returning are required. Returns shall not be accepted if the product has been physically damaged intentionally due to accident or neglect; including but not limited to damage by burns, cuts, water, stains, humidity/mold, bodily fluids or is otherwise abnormally soiled, used or unsanitary. If ever the item is deemed defective you will receive a full refund including the 9% return fee. Maximum of 2 returns or exchanges per client.

Defective Products. If you feel you have received a defective product please call us 888-764-4116 or contact us.

Our 120 Night Mattress Sleep Trial only applies to purchases made directly with Essentia.

Essentia Warranties

20 or 10 Year Mattress Warranty


Organic Exchange Mattress Inc. warrants our models including: Stratami, Bionda, Tatami, Classic Skinny, Classic 8, Energie Opus, Eluxe, Beausommet, Dormeuse, Dormeuse Fior and ProCor mattresses for a period of twenty (20) years prorated warranty and the Grateful Bed Jr, Tatami Hybrid, Stratami Hybrid, UrthSleep Hybrid, Grateful Bed (Adult) and Jeanius mattress for a ten (10) years prorated warranty against defects in workmanship and materials, subject to the limitations contained herein.  


If during the twenty or ten year period, depending on the model, from the date of purchase your mattress is found defective because of faulty workmanship or structural defects other than the specific limitations contained herein, it will be replaced or repaired, at our option. Should the mattress be replaced under warranty, your warranty schedule continues as per the schedule of the original purchase.

This warranty does not apply to the normal increase of softness in the foam which can occur during normal breaking in process; a lessening of the gradual recovery aspect of the foam, of which such lessening, should it occur, does not reduce the continual pressure reducing and pressure relief properties of the mattress. This warranty does not include any deterioration of the foam, with an indentation of less than three-quarters of an inch (3/4”) not associated with a sag in the foundation, box spring or platform. 


It is incumbent on the consumer to maintain the foundation and provide appropriate support for the mattress. Substitutions or use of improper foundations, platforms, or other bases upon which the mattress is placed, may result in damage to the product. Should the product be damaged by the use of an improper base by the consumer, this warranty is void. The ideal surface for an Essentia mattress is a flat, rigid surface that allows airflow. This can be a slatted bed base or foundation with a flat, rigid and ventilated surface. If slatted, each slat should be flat and firm and have no more than 3 inches of space between each slat. Slats must not be flexible or bowed. Essentia's Vertebase and Rize Adjustable foundations meet these requirements. 


This warranty does not apply to the cover on the mattress which is warranted for a period of one (1) year from the date of purchase against defects in material or workmanship.  


The optional matching foundation (Vertebase and Zebase) has a one (1) year warranty against defects in material or workmanship, and we will repair or replace at our cost this foundation, based on our assessment of defect or damage. However, this warranty is limited to that particular piece or part determined to be defective. Entire sets will not be replaced unless all pieces are deemed defective. 


The warranties contained herein do not include the costs of shipping and handling, which are to be borne by the purchaser. 


Our representative or designated agent shall make the final determination regarding repair or replacement. We do not warrant our product as a remedy for any specific medical condition and do not warrant against any complications resulting from the use or inability to use this product. We do not warrant individual comfort preferences, sheet fit or height issues resulting from purchaser’s bed frame size or headboard style. 


All warranties herein are void if the product is found to have been tampered with or misused by the purchaser beyond reasonable wear, and shall not apply if the product has been physically damaged intentionally due to accident or neglect; including but not limited to damage by burns, cuts, water, stains, humidity/mold, bodily fluids or is otherwise abnormally soiled, used or unsanitary.


These warranties are valid only to the original purchaser of the product as indicated on the original sales invoice. The law tag must not be removed from the original product as this identifies the product for the purpose of the warranties contained herein. The original invoice is required and is the only acceptable proof of purchase.


In order to provide an optimum sleeping surface, this premium product contains only the finest quality materials. As with all premium sleep products, certain body conformity adaptations will take place as your mattress adapts to your particular body shape and type and any peculiarities in your spinal alignment or bone structure. This is to be expected and is part of the performance of your mattress.


Should this warranty be exercised and your product replaced and/or repaired, the warranty will not be extended or renewed. 


Terms and service related in this warranty shall be the consumers sole and exclusive remedy should the product fail during the timeframe stated herein. We make no warranty beyond those terms and conditions stated. Please retain this warranty and your original invoice for twenty (20) years or ten (10) years based on the model. 


Contact original point of purchase regarding any warrantable issues. 


Prorated warranty schedule:

This prorated warranty schedule applies to our models including Grateful Bed Jr, Bionda, Stratami, Classic 8, Energie Opus, Eluxe, Beausommet, Dormeuse,  Dormeuse Fior, and ProCor.

- Ten-year full warranty
- Eleventh year maximum 50% of MSRP;
- Twelfth year maximum 48% of MSRP;
- Thirteenth year maximum 45% of MSRP;
- Fourteenth year maximum 40% of MSRP;
- Fifteenth year 35% of MSRP;
- Sixteenth to twentieth year maximum 25% of MSRP. 


The prorated warranty for the Tatami Hybrid, Stratami Hybrid, UrthSleep Hybrid and Jeanius is as follows:

- First 2 years full value;
- 3rd year 50% of MSRP;
- 4th year 45% of MSRP;
- 5th year 40% of MSRP and equally for the remaining life of the product.

This guarantee does not apply to Essentia mattresses featuring a quilted top or pillow top.

Essentia Dorm IQ Topper

The Dorm IQ Topper has a one (1) year warranty against defects in material or workmanship.

Essentia LaLa Crib Mattress

The LaLa Crib Mattress has a two (2) year warranty against defects in material or workmanship.

Essentia Pillows

All Essentia pillows have a one (1) year warranty against defects in material or workmanship.

Organic Sheets & Body Guard

No warranty on the organic sheet set or Body Guard waterproof cover. These items will only be replaced if deemed defective upon delivery.

Rize Adjustable Base

See full warranty below. Rize Adjustable is warrantied by original manufacturer. After delivery, you must register your product with Rize in order to get warranty service.

Rize Warranty

For the first five years, full coverage of parts and labor is included and the bed is warranted against any defects in workmanship or materials. Replacement parts, labor, and transportation costs are covered. After the fifth year and up through year 20, any defect in workmanship or the materials in the frame itself are covered. This excludes the cover, side rails, decking and legs, electronic parts, and cords. Does not apply to damage caused to mattresses, fabric, cables, cords, or items supplied by resellers. Applies to Rize adjustable beds purchased on 1/1/2018 and after.

For the full warranty please visit:
https://www.rizebeds.com/pages/warranty/


To register your Rize Adjustable base please visit:
https://www.rizebeds.com/pages/register-your-product

Reverie Adjustable Power Base Warranty

Essentia proudly sells 3 models of Reverie Adjustable foundation. The Limited Warranty on each model begins on the “warranty commencement date” which is the date of purchase for a new unused adjustable power bases. The Limited Warranty extends only to the original purchaser and may not be transferred. You must register your Reverie Adjustable Base after purchase. Please visit this link to register your base:
https://reverie.com/register-your-warranty

Reverie 20 Year Limited Warranty for Reverie R650 and 9T Adjustable Power Bases. View the full warranty by clicking here.

Reverie 5 Year Limited Warranty for Reverie O300 Adjustable Power Base. View the full warranty by clicking here.

Delivery Locations

We provide FREE shipping to almost anywhere within the continental U.S.A and Canada.

Free Shipping is offered for:
United States (48 Continental) and Canada (except for Nunavut, Northwest Territories and Yukon). Not in the U.S.A. or Canada? See our international shipping page.

Note:
We cannot deliver to post office boxes or APOs.

International Shipping

Essentia is pleased to ship its products by courier around the world.


Compressed and rolled our mattresses are boxed in convenient 15x15x62 (queen size) & 15x15x78 (king size) packages. Delivery time and delivery fees depend on country and location. You are also responsible for any taxes, duties, or other fees that may apply once the product has landed in your country.

For International orders:
Call us toll free at 1-888-764-4116 or + 001-450-688-8111 orFill out our contact form and we will respond within 24 to 48 hours.

Note: We cannot deliver to post office boxes or APOs

Order Modifications

At Essentia, customer satisfaction is first and foremost. As long as your order has not yet left the factory we will be happy to accommodate modifications.

Please call us with your order number at 1-888-764-4116.

Payment Options

Online

- Visa - Mastercard - American Express - Discover - Paypal - Financing with Affirm (USA only)

Affirm Financing


How does Affirm work?

We have partnered with Affirm to give you a simple way to make your purchase with no hidden fees.

Easy monthly paymentsProvide some basic information and get a real-time credit decision to split your purchase into monthly payments. Pay over 3, 6, 12 months with rates from 0-30% APR.

Click on the "As Low As" text in your cart above the total to prequalify or choose Affirm as the method of payment during Checkout. Affirm financing is available in the USA only.

In Our Essentia Showrooms

We accept all major credit cards including Visa, Mastercard, American Express, Discover, as well as Debit cards.

Credit Card Processing

Essentia will bill your credit card at the time of purchase. This ensures the item purchased is reserved for you and processed in a timely manner.

Shipping & Delivery

Essentia provides free shipping to your door anywhere within the continental USA and Canada.

Free Shipping

Standard free shipping includes delivery of the mattress to your door via FedEx. All Essentia mattress models sized Twin, Twin XL, Full, Queen, King and California King will ship via FedEx.

Delivery via FedEx is done during normal operating hours, usually, Monday through Friday 8 am to 7 pm. Essentia cannot request or schedule a specific delivery day or time frame when shipping via FedEx. If you are not available on the first attempt, FedEx will attempt 2 more deliveries. A delivery notice will be left at the door after each attempt to deliver.


IMPORTANT: FedEx Delivery Service does not include delivery to the room or installation, should you require this service you may purchase In-Home Delivery Service. While we proudly make all of our mattresses and products in Canada, you can rest assured that there will be no surprise fees, duties or border taxes when items are shipped within the continental USA or Canada.

Should you live in a building with no elevator access, delivery will be made to the building entrance via FedEx.

In-Home Delivery Service

Essentia offers an In-Home Delivery Service option which includes delivering the products to your room of choice, unpacking, installing and removal of packaging/debris once complete.

Unfortunately, delivery teams are unable to remove your old mattress from the home or move your old/existing mattress to another room in the house.

In-Home Delivery Service is $249.

If you purchase a Rize Adjustable base, In-Home Delivery Service is added to your order as a complimentary service.

IMPORTANT - You may live in a zone where In-Home Delivery Service is not available. Should this occur, our customer care team will reach out to you with available options.

Package Details

Essentia roll-packs all mattresses, meaning they are compressed, rolled, then boxed in convenient packages. Here are the dimensions of those boxes:

Twin & Twin XL 42" x 16" x 16"

Full & Queen 62" x 16" x 16"

King & California King 79" x 16" x 16"

Essentia mattress models of all size are delivered via FedEx. Essentia pillows, organic sheets, and small accessories are delivered via FedEx.

The only Essentia mattresses that will ever be flat-packaged are custom build or ProCor models.

Order Processing Times

Orders are processed within 2 to 3 business days and then put into production. Most mattresses are made to order and can take up to 15 business days to produce prior to shipping. Once shipped, please consider transit time which is an additional 3 to 10 business days depending on your location. Small stock items like pillows, sheets, and accessories will ship sooner depending on availability.

Cancellations/Returns

Cancellations

Quality service is our commitment, order cancellations may be done within 48 hours of placing your order. We will not accept cancellations after this time.

Defective Products

If you feel you’ve received a defective product please call us at 1-888-764-4116 or contact us.

Processing and Production Time

All orders are processed within 2 to 3 business days and then put into production. Production time will vary depending on the item.

Please note product times below:

Mattresses: Up to 15 Business Days

Accessories (pillows, sheets, etc): 2 to 4 Business Days

We will make our best effort to combine multiple item orders into one shipment.