Helix Sleep Mattress
Customer Help Q & A

Customer Help: Helix Sleep

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. While buying a mattress in a store after lying on a few mattresses, listening to sales pitches, and getting some great deals, you ignore 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 short time in a store setting does not provide insight. Buying a mattress online further compounds 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 decide whether to retain or return.

  • Q.2) What is the duration of Helixsleep’s risk-free trial period?

    • Helixsleep offers a 100-night risk-free trial for all mattresses. The trial period will begin on the day of delivery.

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

    • Helixsleep recommends a 30-days break-in period for trying out a new mattress. If unsatisfied, you can return the Mattress after the 30 days expire but before 100 days from the delivery date for a full refund.

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

    • Once your Helix Mattress regains its shape, you won't be able to roll it back up to fit in its original box. After setting up your Mattress, you can recycle its box and packaging. If you need to return your Mattress, helix sleep will have one of their donation partners pick up the Mattress.

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

    • No, helixsleep pickup partner will collect the Mattress from inside your home and carefully remove it on the day of your appointment. helixsleep ask that you prepare your Mattress for pickup by removing all sheets and bedding and clearing a path for the pickup team to access and remove the Mattress from your home.

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

    • Helixsleep donates lightly used mattresses to charities and housing facilities. When helix sleep is unable to do so due to relevant laws or the state of the Mattress, they enlist one of their removal partners to recycle the Mattress and its materials responsibly. helixsleep only uses their junk removal partners as a last resort.

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

    • Once a refund has been issued, it can take 5-10 business days for the credit to reflect on your original form of payment.

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

    • Helix does not offer a direct exchange program. However, if after the first 30 days you are unhappy with your Mattress for any reason, return it for a full refund.

Shipping & Delivery (Questions: 9)

Warranty (Questions: 3)

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

    • Helix Sleep offers a ten-year limited warranty on its Standard Helix Mattress and 15 years limited warranty for Helix plus and Helix Luxe Mattress.

  • Q.2) What does Helixsleep’s warranty covers in terms of defects?
    • This limited warranty to the following Defects in your Mattress:
    • Deterioration causes the Mattress to have a visible indentation of more than one (1) inch that is not with an indentation or sag, resulting from improper or unsupportive foundation or adjustable foundation bed base. Natural wear requires that a Mattress be constantly supported by an appropriate foundation or adjustable bed base with a proper bed frame sufficient to support the combined weight of the Mattress and foundation. Any foundation, box spring, structure, or another base on which the Mattress is placed that has slats greater than 5 inches apart will be considered improper for your Mattress and will void the warranty.
    • Any physical flaw in the Mattress causes the foam or spring material to split or crack, despite normal usage and proper handling.
    • Any manufacturing defect in the assembly of the Mattress Cover.
  • Q.3) What is the remedy if a defect is found?
    • With defects, Helix's sole and exclusive liability and your sole remedy under this limited warranty will be, at Helix's option, to provide a repaired or replacement Mattress or Mattress Cover of similar or greater value, subject to your fulfillment of "Your Responsibilities" below. Replacement of Mattress Covers may be provided in dissimilar color from the originally purchased Mattress Cover. Mattress replacement may also be a different model than you originally purchased.

Payment & Financing (Questions: 5)