You will find here the most common questions and answers. If you still have questions, do not hesitate to come and consult one of our advisors!
Is it possible to make a purchase without having to go to a store?
Sure. You can call us for more information or place your order online directly on our site.
What is a body impression? Is it a defect?
- The imprint of the body on a mattress can give the false impression that it tends to dig. This is however not the case. The new generation mattresses are designed to fit the curves of your body, ensuring maximum comfort. What might seem like a defect to you is, quite simply, a sign of the adaptation of the fabrics of the mattress to your body.
- In order to minimize the risk of your mattress sagging, you should still take a few precautions. For the first three months after buying your mattress, turn or rotate it once every two weeks. Thereafter, you will only have to do it every eight weeks
Is it normal for my new mattress to smell “bad”?
It is possible that the materials of your mattress give off a certain odor linked to our unique manufacturing process. This odor is completely normal and does not present any health hazard. It will dissipate quickly and completely.
Why is it advised to put on a mattress cover?
The human body loses an average of 1/2 liter of liquid in the form of perspiration at night. Hence the importance of using a good mattress protector and a good pillow protector to protect your bedding adequately. The mattress cover provides protection to your mattress by protecting it from the moisture released by your body while sleeping. The format to choose must be identical to that of your mattress.
How long is my mattress warranty?
It depends on the model of mattress you have. Most have a 20 year warranty, but these can vary. You can check in your warranty sheet or on your invoice copy.
What does my warranty cover?
In Mattresses: Loose or broken springs or steel wires, springs or steel wires that tear a fabric, body imprints of 1.5 in. or more (for soft and ultra soft mattresses), imprints of the body of 1” or more (for firm and semi-firm mattresses), sag. At the level of the bedsteads: The compression of the modules, the stapling of the modules, the unclamping of the modules and the sagging.
Is there anything specific my warranty does not cover?
Surfaces and coatings (stains, soils or burns), handles, bent surround rods after the set has been moved or folded, structural damage resulting from the use of a bed frame or box spring inappropriate, body indentations less than 1.5" on one side (for soft and ultra soft mattresses), body indentations less than 1" on one side (for firm and semi-firm mattresses) , sets sold ''As Is'', comfort preferences (see 120 Night Comfort Guarantee section), fitted sheets, damage resulting from misuse and shipping charges.
What are the terms of your 120 Night Comfort Guarantee?
To ensure 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 required. Following this test, if you are not satisfied, Matelas Dauphin undertakes to* exchange your mattress *(certain conditions and fees apply)
This exchange is applicable on the mattress only, of equal or greater value, and of the same size. All you have to do is go to the store to make the exchange. It should be noted 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 the exchange. Each customer is entitled to one (1) 120-night trial per purchase, per mattress. The 120-night trial period is non-transferable 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 limits of the warranty or consult our Warranty section for more information. If you have any other questions, you can contact our customer service department at 1-888-832-3636.
What are the circumstances that could cause 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 invoice, or if the mattress is used with a defective or non-compliant box spring or bed base. In addition, for products from other manufacturers that you have obtained from Matelas Dauphin, we will be happy to help you with the procedures, 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 product functionality 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 over?
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.
How can I contact your customer service?
You can contact us by phone at 1-888-832-3636 or by email at email@example.com
What do you do with old mattresses?
Matelas Dauphin has developed a complete recycling program.
If the mattress we are taking back in exchange is in good condition and can be reused, we will be happy to donate it to a charity organization. Otherwise, we will direct it to a specialized recycling company.
Do you proceed with the installation if we purchase a bed base from Matelas Dauphin?
It will be our pleasure to proceed with the installation of your bed base. Fees may apply depending on the type of bed base you choose and depending on the region where you live.
Do you have questions about choosing a B.O.F.F Murphy bed? Here you will find the most common questions and answers.
The B.O.F.F. Collection offers beds of what sizes?
Single, double and queen (each of these formats is offered in a vertical or lateral version).
Are there different system or mechanism options?
An option of mechanisms is offered to you in our collection of wall beds. The B.O.F.F. is a smaller, more efficient mechanism with maintenance-free tension adjustment. A metal plate closes and protects the spring-loaded lifting system, ensuring optimal safety.
What guarantee do we offer on these mechanisms?
25 year warranty on parts. Guaranteed installation if carried out by the BOFF team.
Are there several models and materials offered?
Materials: melamine and thermoplastic. By combining more than 30 bed models with a rich choice of colors, numerous door models… the possibilities of customizing yours are almost endless!
How deep is the bed?
The depth is 16 or 20 inches, with the possibility of adding a bookcase head on the 20 inch model.
Is the mattress provided with the purchase of the bed?
Murphy bed and mattress are sold separately. The mechanism must be adjusted to the size and weight of the mattress. It should not exceed 10 inches thick to allow for hassle-free storage, including bedding!
Is it possible for the bed to close on its own?
The effect may be funny in one of the Charlot films, but it is absolutely impossible for this to happen to you since the system (assisted by a spring mechanism) will have been, from the start, adjusted in order to balance the weight of the mattress. and the door. Even with the lighter models, a minimum of physical effort must be expended to raise the door of the bed.
Can I leave my bed open at all times?
It is not recommended to do so because the mechanism (springs under tension) left too long in a static state could wear prematurely.