Your Eco-Cloud latex mattress has a 10-year non-prorated component warranty. If your mattress develops a body impression of more than 1.5 inches with normal use, we will replace any failed component. Do not allow children to jump on it as that can damage the latex and springs and void your warranty. Do not place your mattress directly on the floor as this could cause the mattress to develop mold. Mattresses placed on old box springs or foundations that flex will not be covered under this warranty. Stains that can be deemed to be unsanitary may also void your warranty. Stitches in the quilting that loosen are not covered under warranty. Zippers are not covered under this warranty. The use of heating pads will prematurely age the latex and void your warranty. If the mattress, foundation, or cover is physically abused, damaged, burned, cut, or torn, this warranty is void. This warranty is valid only for the original purchaser of the product. Replacement of any failed component is the exclusive remedy under this warranty. Replacement of components does not extend its limited warranty or begin a new warranty period. Allergies and comfort are not covered by this warranty. Delivery or movement of material and service calls are not covered under the warranty
Note: Extra soft latex has a 5-year warranty with up to a 2-inch impression limit. This only applies to extra soft mattresses.
Custom non-standard configurations also carry a 5-year warranty with 2-inch impression
Your cover may show a small nesting on the surface as the wool in the quilted top compresses. Your top panel can be unzipped and aired out on a sunny day which will allow the wool to dry and fluff up. Please do not put the cover in in a washing machine as the agitation will felt the wool and it will shrink. We recommend that you flip your top layer of latex annually. When unzipping your cover push down with one hand to release the pressure. Call us for advice on moving & packaging & storage. If you have selected an Eco-Cloud with cotton batting comfort layers you may experience compression of the cotton. This is not covered under warranty. We recommend that you take out the cotton pads and put them in the sun for a few hours annually. This will dry out the perspiration and renew them.
We ask you to try your new Eco-Cloud mattress for 15 days. If you are not comfortable, call us within 60 days of your delivery and we will change the firmness of your top layer of latex one time to your choice of firmness. There is a delivery charge for this service in the bay area. If you live outside of the bay area, we will ship a latex layer to you at our expense and you can ship back to us the layer you are not using at your expense. We will charge you $300 and then refund it to you when we receive your returned layer in sanitary and undamaged condition. If your latex is stained, damaged or abused in any way this comfort exchange option is voided. If you choose our dual firmness option which is available in queen, king or cal king sizes, you will receive two split sized layers.
We offer a one time exchange with 100% store credit toward purchase of another mattress of equal or greater value. Please note that there is a charge for pickup of the old mattress/delivery of the new mattress. There is a 60 test period starting from the day of original delivery.
Bed frames and related furniture items are made to order. Once they are made orders cannot be canceled. There are no returns of furniture after it has been delivered.
Pillows, comforters, toppers and other bedding items, custom sized mattresses, foundations and adjustable bases are not returnable. Full extra-long and split queen or split cal king mattresses are considered custom sized mattresses as are any mattresses or foundations made to order in a special size at your request.
Delivery times are approximate. We will try to be as precise as possible and make your delivery go smoothly. We will call you the night before your delivery to give you a two-hour estimated time frame and we will also call before we leave the stop before you to make sure you are at home. Please have the area clear and free of clutter. Remove pictures, wall hangings and any other obstructions that could be damaged or hinder your installation. Remove linens before delivery. We offer white glove delivery in the bay area within 15 miles of any of our stores.
We sincerely appreciate your positive reviews on Yelp or Google. If you have any issue with your mattress please call us so that we can solve the problem for you. Thank you for shopping at The Natural Mattress Store.
Delivery of replacement materials under warranty will incur a delivery fee
If you think you have a warranty issue with your mattress, please send us a digital pic of the mattress without any bedding with the cover unopened. Place a straight edge or a string pulled taut across the top of the mattress. Send the pic to email@example.com and include your phone number.