The Warrany Process
At Modern Mattress we strive to make the warranty process as easy as possible. We know the process can be confusing and stressful.
It depends on your mattress, so please check your warranty card. Most have warranties for about 10 years, but they do vary.
If your claim is approved you will have two options:
1.You can have us order in the current years replacement mattress for you
2. You will have the credit of the amount you paid for the mattress plus the taxes to
come into the store to re-select a new mattress . Please note if the new mattress
chosen is higher in value you pay the difference.
Your mattress warranty is not an indicator of how long your mattress should be used before being replaced; it is designed to protect you against defects related to the mattress design and construction. Mattresses ‘wear out’ over time. After flexing thousands of times, springs lose their ability to rebound and support the body. Also, the microscopic cells in foams can break down over time. Typically, after seven to ten years, the decline in support and comfort becomes significant enough to impair your sleep.
Your warranty covers the following items during normal wear:
Traditional Spring Mattress:
Torn handles, stitches pulled out of the handle where sewn to the mattress, or tears in the mattress fabric where the handles are attached.
Coils or wires that are loose, broken, protrude or rip through fabric.
Body indentations of 1.5" or greater.
Sagging: Your mattress must be continuously supported by a matching box spring, or equivalent, with an appropriate frame. The frame should include a rigid centre support with at least 5 legs or a rigid centre support with at least 5 hardwood cross slats for Queen and King sets. A rigid centre support is equal to a support that extends from the frame to the floor.
Splits in the wood frame.
Squeaks, rattles or noises.
Bent, loose or defective beams and/or centre support rail.
Loose or broken box spring wire.
Stapling of modules.
Sagging: A proper bed frame must continuously support the box spring. For King and Queen sets, a rigid centre support having at least 5 legs or a rigid centre support having at least 5 hardwood cross slats is necessary. A rigid centre support is equal to a support that extends from the frame to the floor.
The manufacturers require certain pictures required to approve or deny a claim. If you don't have the correct images it can delay your claim.
Yes, we make it easy. Take photos and upload from your cellphone to our warranty submission form.
Warranty claim isn't the fastest process but we want to simplify the process. Once all the proper images are submitted to the manufacturer it can take up to 4-6 weeks. Once we receive an update from the manufacturer our warranty team will contact you with the next steps.
You can buy your pieces separately and still have a valid warranty. But if your new mattress is matched to an unstable foundation or defective box spring, the mattress warranty will be voided. They really do function better as a pair.
Today’s mattresses are built heavier and thicker, so it’s possible that some box springs or foundations, whether old or new, won’t be up to the task of supporting the modern loads. Again, that rule of thumb: a mattress and foundation are best matched at purchase.
Frames are very important, so we strongly recommend a new one when you buy a new mattress, especially for today’s heavier-duty mattress sets. You want to set up your mattress for success, with a strong metal frame’s centre support. This means that your bed should have at least five legs (especially CENTER) or five hardwood cross slats.
Items and damages not specifically listed in the “Warranty Coverage” section are not covered, including, for example:
Structural damage from using an improper bed frame. This warranty applies to Queen and King size mattresses or box springs only if they are used on an appropriate frame with a rigid centre support having at least 5 legs or a rigid centre support having at least 5 hardwood cross slats.
Body indentations less than the amount specified on the warranty card. Mattress damage due to an inappropriate box spring/foundation. A mattress is designed for full performance when used in conjunction with a matching box spring as part of a total sleep set.
Replacement of another piece in the sleep set, unless such other piece is also defective.
Mattress or box spring / foundation damage due to abuse
Today’s mattresses are designed with cushioning and upholstery that conform to the shape of your body. As you sleep on your new mattress, you should begin to see body impressions – in the mattress surface, not in your dreams. This is perfectly normal. It shows that your new mattress is conforming to your body’s shape to provide maximum support and contour where you need it most.
First, read your warranty card carefully so you understand warranty limitations. Keep in mind that warranties may differ by model or manufacturer. If you have any questions, you can see our Warranty section for more information about how to do a self-assessment.
In cases where either the mattress or the box spring alone has a manufacturing defect, only the defective piece will be repaired or replaced. Occasionally, the original cover for the replacement has been discontinued and is not available. The manufacturer will replace the new piece with a cover of equal or greater quality. This will not affect the serviceability of the product or future warranty claims.
No, the length of your warranty is determined by the date of your original purchase, it does not reset if you get a warranty replacement. Check your manufacturer’s warranty card to determine the length of your warranty period
The only charge that warranty does not cover is transportation. If you are needing
delivery of the new mattress there is a charge of $69.99 + taxes for in town deliveries
and $99.99 + taxes for out of town deliveries. If you wish to save yourself the extra
charge you are free to pick up the new mattress and bring us back the old mattress. If
you are going to bring back the old mattress you will need to have it bagged up to avoid
any rips or stains. Please let us know if you are needing a bag as we will provide one at
no additional charge.