Customer Help: Silk and Snow

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. When you buy 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 few minutes 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 Silk&Snow ’s risk-free trial period?

Silk&Snow offer 100 night risk-free trial period for its mattresses.

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

Silk&Snow recommends you try the mattress for 30 days before initiating a return.

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

Once the mattress is decompressed, it won't fit back into the box. You can dispose of or recycle the packaging or boxes once you set up the mattress.

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

Silk&Snow make arrangements to have your mattress picked up by a charitable partner.

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

Silk&Snow mattress doesn't resell your returned or exchanged mattress. Your returned Silk&Snow mattress is donated to a charitable trust or a donation center.

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

Once your mattress return is received and verified by Silk&Snow, you will receive your refund within two business days.

• Q.8) Can I exchange a Silk&Snow mattress?

Silk&Snow only accepts exchange requests via email. To initiate an exchange, You can send an exchange request to hello@silkandsnow.com, and a team will walk you through the process.

Shipping & Delivery (Questions: 9)

• Q.1) Does Silk&Snow offer free shipping on orders and returns?

Silk&Snow offers free shipping to 49 US states, the District of Columbia, and all Canadian provinces. You need to pay extra shipping fees for shipping to Alaska, Hawaii, and Canadian territories.

• Q.2) Does Silk&Snow offers shipping to Canada?

Silk&Snow offers shipping to Canada for additional fees.

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

Silk&Snow does not ship to any other country besides US and Canada.

• Q.4) What shipping partners Silk&Snow currently uses?

 Silk&Snow will ship your package using various courier partners (FedEx, UPS, CanPar, private couriers, etc.

• Q.5) How soon Silk&Snow delivers products after ordering?

It usually takes 1-3 business days for your order to be processed at the Silk&Snow warehouse before being shipped to your address. The time may vary based on where you live. The delivery time of your order depends upon the location of the final destination.

• Q.6) Does Silk&Snow charge any fees for return shipping?

Silk&Snow does not charge any fees for return shipping.

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

Silk&Snow offer a white glove delivery service in Toronto. This service includes delivery and set-up of your new mattress and bed frame and the removal of your old mattress.

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

Silk&Snow white glove delivery service costs $75+tax.

• Q.9) Where does Silk&Snow offer white-glove or In-home delivery and set-up services?

Silk&Snow offer its white glove delivery across Toronto.

Warranty (Questions: 5)

• Q.1) Does Silk&Snow offers warranty for mattresses?

Silk&Snow warrants each of its mattresses against any defects in workmanship or materials for 15 years.

• Q.2) Who this Mattress Warranty extends to?

The Silk&Snow warranty shall be valid only for the original purchaser from the original date of purchase of the original mattress purchased from Silk&Snow and is non-transferable.

• Q.3) What does Silk&Snow ’s warranty covers in terms of defects?

Silk&Snow mattress warranty cover:

• Deterioration of the mattress with a visible permanent indentation greater than one (1) inch is not associated with an indentation due to improper foundation.
• Any physical flaw in the craftsmanship of the mattress causes permanent damage to the memory foam despite proper set-up and regular use.
• Any manufacturing defect present in the zipper assembly or the fabrics of the mattress cover.
• Q.4) What defects are not covered under Silk&Snow ’s warranty?

Silk&Snow mattress warranty does not cover:

• An expected increase in softness of the memory foam can occur during regular use.
• Personal comfort preferences.
• Body indentation of less than 1-inch.
• Physical abuse or damage caused to the structure and/or cover material of the mattress, including but not limited to cuts, burns, tears, soiling, or liquid damage & stains.
• Damage because of using an improper bed frame, foundation, or platform bed.
• Non-compliance with washing instructions and handling of the cover, resulting in damage to the cover or zipper.
• Height of bed due to purchaser's bed frame or headboard.
• Fitting of bed sheet.
• Q.5) What is the remedy if a defect is found?

For 15 years, if you have a defect in your mattress covered under warranty, Silk&Snow will replace it or repair it. Your Silk&Snow mattress will be repaired or replaced at no additional cost within the first ten years of usage and the cost of 75% of the original purchase price between the eleventh and fifteenth years.

Payment & Financing (Questions: 3)

• Q.1) What forms of payment Silk&Snow accepts?

Silk&Snow accepts Visa, PayPal, MasterCard, MasterCard Debit, American Express (for Canada only), and Visa Debit. Silk&Snow does not accept Discover, prepaid cards, or international cards.

• Q.2) Does Silk&Snow offer financing?

Silk&Snow offers a simple 0% financing plan without any hidden fees. Approval is subject to the following:

• All orders must be at least $400 (pre-tax)
• A soft inquiry credit check
• Q.3) How do you apply for financing?

Select the "financing" option at check-out to apply for financing. The total of your order will be divided up into six equal payments financed on a 0% interest rate loan that will be repaid over six months.