Frequently Asked Questions
Here are the things we are most frequently asked about:
Q: What is your policy on shipping charges?
A: We are very proud that we can deliver to your home at no charge in most circumstances. This applies to most deliveries from our factory in southern California to your address in the 48 contiguous United States. This is for curbside delivery to your address only. (Please note that certain island communities in the contiguous U.S. may need to be charged a nominal shipping fee.)
Some circumstances that may incur shipping charges include, but are not limited to: going up flights of stairs, over balconies or other obstacles, setting up or removing a mattress or navigating unimproved roads. We have delivered in some very unusual circumstances and we'll make every attempt to get your products to you, but please keep in mind that we're only human.
Q: How long does shipping take?
A: We hand-craft each item to order. Shipping times can vary by region and/or if you've requested a special order. For our standard delivery time, please allow 10 business days for non-custom items. Rush delivery is available.
Q: Do you ship internationally?
A: Most customers find the costs associated with shipping to an international country to be prohibitive, however, we are willing to make arrangements to ship to many international destinations.
PAYMENT & WARRANTY
Q: What forms of payments do you accept?
A: We accept Visa and MasterCard, Discover, American Express, and PayPal. If you need an alternative form of payment, call us to see if we can help you.
Q: What are your warranty terms & conditions?
A: We offer the following warranties on our line of products:
All mattresses - 10 years
Latex topper - 5 years
Toppers (excluding latex) - 1 year
Pillows - 1 year
Comforters - 1 year
We warrant that our products will be free from manufacturer defects in materials and production. Warranty dates are from date of original purchase. Warranty is offered to original purchaser only and is not transferable. Warranty is in effect ONLY if products are not abused or damaged/stained by the customer. Acceptable use for mattresses includes, but is not limited to: being used on a consistently flat, horizontal surface that supports the entire structure, providing ample ventilation, and only using it as it was designed to be used.
Q: What is your returns policy?
A: We want you to find the most comfortable sleep possible and we offer an exchange policy only. We don't accept returns. We do, however, offer a one-time comfort exchange within 30 days of receipt of your products. Shipping charges will apply.
Q: Do you offer refunds?
A: We do not offer refunds on our products. However, we will do everything we can to help find the right product from our product line if there is an issue with comfort. A one-time comfort exchange within 30 days of receipt is available. Shipping charges will apply. Please keep in mind that all custom orders may be subject to additional restrictions.
CARE OF YOUR NEW BEDDING
Q: What do I do when I receive my new bedding?
A: You may be excited to go straight to sleep on your new bedding, but it's best to air out your mattress or bedding after removing all the shipping material. Because our materials don't go through harsh bleaching or other chemical processes, the finished products sometimes have a natural scent. This is normal and will dissipate after airing out. The time this takes will vary on your personal taste and environment.
Q: How do I maintain my new mattress?
A: In order to get the longest usage from your new mattress, we recommend one of our mattress toppers. For regular upkeep, it's best to vacuum and air out your mattress periodically. Also, you should rotate and flip your mattress as needed (if you have a layered latex mattress, only turn, don't flip mattress.) When turning or flipping mattress, always make sure you have someone helping you when needed.
Q: How do I wash my new bedding?
A: Because of the nature of our materials, you shouldn't machine wash any of our products. We recommend pillowcases and duvet covers for our pillows and comforters. If you need to spot clean your mattress or topper, we ask that you give us a call to find out about your specific product and health needs.
Q: What is your policy on materials?
A: We pledge to use only natural and/or certified organic materials in the manufacture of our products. We refuse to include materials that use synthetic chemicals; and never use petroleum- or other chemical-based materials either as base or filler products. We are proud of our relationships with materials brokers who source only the purest materials possible.
Q: Where are your materials from?
A: Our Organic Cotton is sourced from American farmers, mostly in California, but sometimes from Texas and Mississippi. Our Organic Dunlap latex is from Sri Lanka and our 100% Natural Talalay latex is from Belgium. As Organic Latex grows in popularity, we plan to partner with domestic producers of latex when it becomes cost effective.
Q: Regarding latex, what is the difference between "100% Natural" and "Certified Organic"?
A: Both designations are similar in that both mean that no man-made chemicals have been used in the growing process. "Certified Organic" simply means an independent 3rd party has inspected and attested to that fact. All the plantations we partner with are in the process of transitioning from "100% Natural" to "Certified Organic", a process that takes at least three years.
Q: What other sustainability measures are in your factory?
A: We are constantly striving to improve our environmental impact here at our facility. All of our foundations and box springs are made with Forest Stewardship Council-certified wood. All of our inner-spring coils are made of recycled metal. We use paper-free invoicing and we recycle paper in our office and factory. Our shipping supplies are recycled and bio-degradable cardboard and recycled plastic. We are a styrofoam-free factory. We partner with the Mattress Recycling Council when removing customers' old mattresses. Our workers all earn a living wage and work in a safe and clean environment.
Q: What should consumers look for when shopping for organic bedding?
A: "Green-washing" or using meaningless terms that SOUND good is a serious problem in our industry. Words like "Eco" or "Green" can be attached to anything without consequences. Many mainstream manufacturers say they sell an "organic mattress" because one layer of the product is organic and the rest is petroleum-based materials. Only individual materials inside a product can be certified at the moment--not finished products. Regarding latex, a manufacturer may legally call their product "Natural Latex" when only 30% of the latex is natural. The rest is usually benzene and styrene. Always look for 100% Natural Latex or certified organic products. Every mattress, by law, must have a tag listing it's component materials. Some terms for synthetic materials you may want to avoid are: acetate, polyurethane, polystyrene, polyethylene, polyamide, rayon, polyester, viscose, synthetic polymers, benzene and styrene.
Q: Do you use any man-made chemicals or petroleum-based materials in your products?
A. No. The Natural Bedroom is strongly committed to a true, natural and organic sleep experience. We never use any materials made from petroleum, polyester, or polyurethanes. Our base materials, our support materials, our threads and piping are all natural and/or organic.
Q: Can you manufacture items to custom specifications?
A: Absolutely! Making custom orders is one of our specialties. In the past, we have made mattresses of all shapes and sizes. We have used materials that are not in our normal menu of options. We have used our organic materials to make pet beds, specialty pillows, items that are designed for medical devices or other unusual configurations. If you have any questions about potential custom orders, we'd be happy to answer your questions about them if you contact us by phone or email below. (Please keep in mind that custom orders may be subject to additional restrictions regarding returns. Refunds are not available on custom orders.)
The contents of this website were written and prepared by a fallible human being who made every attempt to be accurate, truthful and correct. However, The Natural Bedroom reserves the right to attempt to correct any errors that may have occurred in good faith.
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