Customer Service

How It Works

We know you'll love your Essentia mattress, but we also want you to rest assured that in the event you want to make a change, you have the flexibility to do so.

The 120-Night Sleep Trial is applicable to the Tatami, Stratami, Classic REM5, Dormeuse REM9, and Grateful Bed Jr mattresses only. Many Essentia sleepers fall in love from night 1, but some sleepers need a bit more time to adjust to their new mattress. This is dependent on the type of surface you are transitioning from, the body and spine do take some time to fully adjust to the new sleep surface. In fact, as your body is realigning and you experience proper back support you may actually have a few aches and pains during this time but we promise it will be worth it! Your 120-Night trial begins on the day that your new mattress is delivered, we do require you to sleep on your new mattress for a minimum of 30 nights before deciding to return or exchange your mattress.

If after 30 nights of sleeping on your new mattress, you are sure that you need a different Essentia model or want to return your mattress simply contact us and a member of our customer care team will be happy to coordinate this for you. All mattresses must be returned in good condition, free from stains and damage. Unlike other companies, we do arrange to have your mattress picked up and brought back to us for donation or recycling. We do not ask you to pack your mattress up, as it is quite heavy and cannot be rolled once unpacked. This is why we arrange to have a team pick up the mattress from your home. All returns are subject to approval based on the condition of the mattress. Once approved our customer care team processes your refund minus the nominal return fee representing 9% of the listed retail price of the mattress plus any applicable taxes.

Mattresses that are in amazing condition get a brand new GOTS certified organic cotton cover and are donated to amazing charities that we work with via our Betterhood program.

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.

* 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. If you have purchased an UrthSleep Mattress by Essentia the return fee is $99 plus any applicable taxes. Maximum of 2 returns or exchanges per client.

PILLOWS, FOUNDATIONS, ADJUSTABLE BASES, TOPPERS, CUSTOM ORDERS, PROCOR P1, CRIB MATTRESS, STINKY PAD, SHEETS, BODY GUARD, DREAMWEAVER, or KINGSTON DOG BED.

Given the custom or 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. 

Essentia mattresses are compressed and rolled for shipping. It is incumbent on the consumer to unpack the mattress within 30 days of receiving the mattress. Failure to do so will void your warranty. A Mattress that is compressed for a prolonged period can have structural damage and/or condensation from being packaged for an extended period of time.

Please note, there may be certain instances if you live in a remote location, that our carrier will be unable to pick up your return mattress. Should this occur, our customer care team will help you find a suitable charity to donate your mattress to.

Organic Exchange Mattress Inc. warrants our models including: Classic REM5, Dormeuse REM9, Stratami, Tatami, Grateful Bed JR, Bionda, Stay Well Mattress, Classic Skinny, Classic 8, Energie Opus, Eluxe, Beausommet, Dormeuse, Dormeuse Fior, and ProCor P1 mattresses for a period of twenty (20) years prorated warranty and the 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. 

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. 

Essentia mattresses are compressed and rolled for shipping. It is incumbent on the consumer to unpack the mattress within 30 days of recieving the mattress. Failure to do so will void your warranty. A Mattress that is compressed for a prolonged period can have structural damage and/or condensation from being packaged for an extended period of time.

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 Classic REM5, Dormeuse REM9, Stratami, Tatami, Grateful Bed Jr, Bionda, Classic Skinny, Classic 8, Energie Opus, Eluxe, Beausommet, Dormeuse, Dormeuse Fior, Stay Well mattress and ProCor P1.

- 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 & Zero Gravity Toppers
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 is warrantied by original manufacturer. Click the link below to read the full warranty.

After delivery, you must register your product with Rize in order to get warranty service. To register your Rize Adjustable base please visit:
https://www.rizebeds.com/pages/register-your-product

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/

Essentia is proud to offer free shipping on all orders within the contiguous United States. We do not offer free shipping to Hawaii, Alaska, Puerto Rico, or other US territories.

We can deliver Hawaii, Alaska, Puerto Rico or any other international address. You would be responsible for shipping costs, as well as any other fees that may apply

Please note that we must have a full shipping address in order to ship your order. We cannot deliver to post office boxes (PO Boxes) or APOs.

Our free shipping is offered via FedEx and does require a signature upon delivery. You will receive an email to confirm your order has shipped and tracking information. All FedEx deliveries are to your door and do not include set up or scheduling of delivery.

Some orders will also ship for free via a carrier. Which will be noted on your order if your purchase qualifies. This includes the purchase of the Classic REM5 and Dormeuse REM9 10-inch mattress only in king and cal king sizes, as well as the ProCor P1 custom mattress.

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.

Please note, should you live in a remote area there may be an additional charge for shipping. In the event this happens our customer care team will reach out to you prior to shipping.

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.

You can choose to have the team remove your old mattress for recycling, but they cannot remove other foundations or pieces of furniture.

In-Home Delivery Service is $249 per mattress or foundation being delivered.

If you purchase a Rize Adjustable base, you must purchase In-Home Delivery Service with this item.

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.

At Essentia, customer satisfaction is first and foremost. As long as your order has not yet left our GOLS and GOTS certified organic factory, we will be happy to accommodate modifications or additions to your existing order.

Please note, should you be changing your mattress model, this may require production and as such delay the order.

Quality service is our commitment, as long as your order has not left our GOLS and GOTS certified organic factory you may cancel your order.

In the event that your order has already shipped, and has not yet been deliverd to you, your cancellation is subject to a 9% cancellation fee.

If your order is of organic pillows, sheets, or other small accessories and it has already been shipped we cannot accept cancellations.