FAQ

Do you have questions? Here are some of our most frequently asked questions. If you need further information, come on in and talk to one of our salespeople

General questions

Is it possible to make a purchase without having to move me in store?

Of course. You can call us for more information or place your order online directly on our site.

What is a body impression? Is this a defect?

The mattresses are designed with cushions and padding conforming to the shape of the body. So that’s normal, it shows that your new mattress adapts to your body shape to provide maximum support and contour where you need it most.

Is it normal for my new mattress to smell “bad”?

There may be a “new bed” smell, but it will go away quickly.

Why is it advisable to put on a mattress cover?

The human body loses an average of 1/2 liter of fluid in the form of perspiration at night. Hence the importance of using a good mattress protector and a good pillow protector to adequately protect your bedding.

The mattress cover provides protection for your mattress by protecting it from the moisture your body gives off while sleeping. The format to choose must be identical to that of your mattress.

About the warranty

How long is the warranty for my mattress?

It depends on the model of mattress you have. Most have a 20 year warranty, but they can vary. You can check in your warranty slip or on your invoice copy.

What does my warranty cover?

Mattress level: Loose or broken springs or steel wires, springs or steel wires that tear a fabric, body impressions of 1.5″. Or more (for soft and ultra soft mattresses), 1″ or larger body (for firm and semi-firm mattresses), sag.

At the bedsteads: The compression of the modules, the stapling of the modules, the unstacking of the modules and the sagging.

Is there anything specific that my warranty does not cover?

Surfaces and coatings (stains, stains or burns), handles, perimeter rods twisted after the assembly has been moved or bent, structural damage resulting from the use of a bed base or box spring inappropriate, body impressions less than 1.5 ” on one side (for soft and ultra soft mattresses), body impressions less than 1 ” on one side (for firm and semi-firm mattresses) , sets sold ” As Is ”, comfort preferences (see the 120 Night Comfort Guarantee section), fitted sheets, damage resulting from improper use and transportation costs.

What are the conditions of your 120-night comfort guarantee?

To ensure that you have made the best possible choice, Matelas Dauphin offers you a trial period of up to 120 days. A minimum 60-day trial is mandatory. Following this test, if you are not satisfied, Matelas Dauphin will exchange your mattress.

This exchange is applicable on the mattress only, of equal or greater value, and of the same size. All you have to do is come to the store to make the exchange. Please note that in the event that the retail price of the new mattress purchased is higher than the retail price of the old one, you will have to pay the difference at the time of exchange.

Each customer is entitled to one (1) 120-night trial per purchase, per mattress. The 120-night trial period cannot be transferred and all returns require proof of purchase.

What should I do if I suspect a warranty issue?

We invite you to read your warranty leaflet to understand the warranty limits or to consult our Warranty section for more information. If you have any further questions, you can contact our customer service department at 1-888-832-3636.

What are the circumstances that could lead Matelas Dauphin to refuse my warranty?

Certain warranties become void if the mattress is soiled, if certain labels are removed, if you no longer have the receipt, or if the mattress is used with a defective or non-compliant box spring or bed base. In addition, for products from other manufacturers but which you have purchased by Matelas Dauphin, we will be happy to help you in your process, but the warranty is offered by the manufacturer.

Why doesn't the manufacturer replace the set if I have a problem?

In cases where the mattress or box spring has a manufacturing defect, only the defective part will be repaired or replaced. Occasionally, the original replacement part has been discontinued and is no longer available. The manufacturer will replace the new part with a replacement part of equal or better quality. This will not affect the functionality of the product or future warranty claims.

If I receive a new mattress or box spring as a result of a warranty claim, does the warranty period start again?

No, your warranty period is determined by the date of your original purchase, it does not reset if you get a warranty replacement.

How can I contact your customer service?

You can contact us by phone at 1-888-832-3636 or by email at service@matelasdauphin.com

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