Customer Help: Isense

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 purchasing 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 such 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 Isense’s risk-free trial period?

I sense offers 180-night risk-free trial for all mattresses. Your trial date starts the date you receive your mattress.

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

I Sense recommends a 45-days adjustment period for trying out a new mattress. If still unsatisfied, you are free to return the mattress after the 45 days expire but before 180 days from delivery for a full refund.

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

You can recycle the packaging or boxes once opened; there is no need to keep them.

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

I sense will organize for your mattress to be collected; you don't need to do anything for it.

• Q.6) What happens to returned or exchanged products?
Isense work with you to arrange a pickup through a local charity or recycling partner. I sense never resell a returned product.
• Q.7) When can I expect a return for my refund?

Refunds will be credited back to your account within two weeks.

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

Suppose you decide that your isense mattress isn’t right for you after the initial 45 night settling-in period and before the 180 night trial period expires. In that case, isense will help troubleshoot at any time or initiate the return/exchange process within the return window. Don't hesitate to get in touch with isense at 1-866-910-8605 to initiate your return.

Shipping & Delivery (Questions: 8)

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

iSense offers free standard shipping within the contiguous 48 states. If you want your delivery in Alaska or Hawaii, additional shipping and handling fees may apply.

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

No, I sense it doesn't ship to Canada.

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

Currently, I sense it doesn't offer international shipping or outside the US.

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

I sense delivers its product to you via Specialized Freight Carrier.

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

Due to nationwide supply constraints, the current delivery can take around 4 to 6 weeks to reach your home from the order date.

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

I sense doesn't charge you anything if you return the mattress after the minimum required trial period of 45 days. All returns processed before night 45 of the sleep trial will result in a mandatory 25% restocking fee.

• Q.7) Does Isense offer white-glove or In-home delivery and set-up services?

Yes, I sense offers a White glove delivery service for an extra fee.

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

You can choose a white glove delivery service with your order to get a team comes to set up your mattress for an additional fee of $199.

Warranty (Questions: 4)

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

All isense mattresses come with a ten-year warranty period.

• Q.2) What does Isense’s warranty covers in terms of defects?

This mattress warranty covers:

• Deterioration causes the mattress to have a viable indentation more significant than three quarters (0.75) of an inch that is not associated with an indentation or sag, resulting from using an improper or unsupportive foundation or adjustable bed support
• Any physical flaw in the mattress cover causes the material to split or crack, despite daily usage and proper handling.
• Q.3) What defects are not covered under Isense’s warranty?

This mattress warranty does not cover:

• An average increase/decrease in the softness of the material;
• Comfort preferences;
• Damage from an improper bed frame, foundation, or adjustable base;
• Damage to the mattress due to stains, burns, cuts, or tears. 
• The mattress is deemed to be abused, mishandled, or used in any way that contributed to the defect in question
• Damage is natural or acts of God, including but not limited to fire, flood, or lightning damage or damage caused by power surges.
• Q.4) What is the remedy if a defect is found?

During the warranty period of ten years, if any defect is found, the isense will repair or replace the warranted product or part due to defective bedding materials or quality under everyday use and service. Any covered repairs or replacement parts will be at zero cost, along with no shipping costs associated. Depending on the type of material, you may be required to provide a refundable deposit. The deposit gets refunded back in the form of payment within 30 days upon receiving the replacement material. If necessary for the mattress in full to be replaced, shipping or pickup & delivery costs would be determined by isense. 

Payment & Financing (Questions: 5)

• Q.1) What forms of payment Isense accepts?

I sense to accept the following payment options:

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

I sense do offer a financing option with Affirm on $1,000 and above purchases.

• Q.3) How does Affirm work?

Affirm offers real-time financing for your purchase. Affirm let you Pay over 3, 6, or 12 months with financing rates as low as 0%  APR.

• Q.4) How do you apply for financing from Affirm?

You can Pre-qualify for financing or apply for Affirm Financing during checkout. Approvals are at the discretion of Affirm.

• Q.5) Does financing from Affirm will affect my credit scores?

A soft credit check by Affirm will not affect your credit score.