Frequently Asked Questions

  • Orders and Payment
  • What methods of payment do you accept?

    We accept PayPal, Visa, MasterCard, American Express (for Canada only), MasterCard Debit and Visa Debit. Please note that we do not accept Discover, prepaid cards or international cards.

  • What is the billing address?

    The billing address is the address that you have registered with the bank on your credit card. To ensure you have the correct billing address please refer to the address on your credit card statement or simply contact your bank to confirm. If you have recently moved, your new billing address may not be updated yet and one of our customer representatives may call you to verify for security reasons.

     

    It is standard practice for online retailers to confirm that the billing address matches in order to protect you from unauthorized use of your card.

  • Do you offer a financing plan?

    We offer 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

     

    The total of your order will be divided up into 6 equal payments financed on a 0% interest rate loan and repaid over 6 months. If you are interested in our financing plan, please send us an email at [email protected]

  • Do you offer Military/Veteran discount?

    Active members, veterans and retirees can take advantage of a 5% discount on our entire site. To get this discount, please email us at [email protected] with a copy of your Military / Veteran ID (you must include both sides of the document) as well as the military branch information. Once we have reviewed the details provided, we will send you an email with the promo code which you can use during checkout.

  • How do I apply for First Nation people's Sales Tax Exemption?

    To apply for First Nation people’s tax exemption please make sure you meet these requirements:

     

    • You are entitled to sales tax exemption under the Indian Act
    • The product is delivered to a reserve
    • All Federal and Provincial tax exemption requirements are adhered to

     

    After you have confirmed you have met the above requirements, please send us an email at [email protected] with your contact information and a copy of one of the following documents:

     

    • Certificate of Indian Status (CIS) if the order is for personal use (you must include both sides of the document), or
    • Status Indian Band Certificate if the order is for band use (you must include both sides of the document).

     

    One of our customer service representatives will reach out to you once we have reviewed the information and help you to complete your order.

  • Will I have to pay customs, duties or brokerage fees?

    Not at all. US orders are shipped direct from Massachusetts and Canadian orders are shipped from Toronto - so your mattress never has to go through border patrol.

  • How do I cancel my order?

    To cancel your order, contact us as soon as possible before your order has shipped via chat, email at [email protected] or phone at 1-855-777-0033. We’ll do our best to assist you.

     

    Please note that the process and cancellation time may vary depending on order status, but keep in mind we need at least 24 hours notice.

     

    • If your order has shipped, we cannot guarantee that we can cancel it in time 
    • If your order has already been delivered, please do not open the package

     

    We will issue your refund once we have received the returned item at our warehouse.

  • Shipping and Delivery
  • How long will it take for my order to arrive?

    Transit time of your order depends on the location of the final destination. It will usually take 1-3 business days for your order to be processed at our warehouse before it is shipped to your address with times varying based on where you live. Please note that the only exception is our custom mattress, which can take 2-3 weeks to be processed as they are made to order. Estimated shipping times by region are listed below. Once your order is processed you will receive an email with your tracking number. Please note that outstanding issues may cause an increase in shipping wait times.

     

    Canada:

    ON: 2-3 business days
    MB, QC: 2-4 business days
    BC: 5-6 business days
    AB, SK, NB, PEI: 4-6 business days
    NS, NL: 5-6 business days
    YT, NT, NU: 7-9 business days

     

    USA:

    North East: 2-4 business days
    Central: 3-6 business days
    South East: 3-6 business days
    North West: 4-6 business days
    South West: 5-7 business days
    Alaska and Hawaii: 7-9 business days

  • How do I ship to my apartment/condo?

    We advise you to notify your concierge, front desk, doorman or property management office that you are expecting a large shipment ahead of time. This will help minimize the chance of the shipment being refused or returned to sender.

     

    We will also need to have your buzz code so that our delivery driver can notify you once they are at your building. Please note that we cannot guarantee that our couriers will be able to call you when the shipment arrives, and they will not be able to bring the shipment to your unit.

     

    If you’re experiencing a problem with your delivery, send us an email right away and we will be there to help.

  • What courier service is used to ship the mattress?

    We will ship your package using various courier partners (FedEx, UPS, CanPar, private couriers, etc.). 

  • Do I need to be home to sign for my delivery?

    In Canada:
    Your signature is not required for delivery by default. If you would like to be at home to receive your package please contact us at [email protected]

     

    In USA:
    We ship via UPS Ground service and your signature is not required.

  • What happens if I miss my delivery?

    Don’t worry if you missed your delivery (if you asked for signed delivery) because our courier will make three attempts and will redeliver the package to you the following 2 business days. If you are still not available after 3 attempts you can choose to pick it up at the local depot or schedule an appointment for the final attempt. For unsigned deliveries, our couriers will place the shipment in front of your place of residence, or in the designated area for packages (if you live in an apartment/condo).

  • How much is shipping?

    Canadian Provinces: We offer free shipping to all provinces.
    Canadian Territories: A non-refundable nominal shipping charge will be added at the check-out.
    Contiguous USA: We offer free shipping to 49 states and District of Columbia.
    Alaska and Hawaii : A non-refundable nominal shipping charge will be added at the check-out.

  • Will all my items arrive in the same shipment?

    Your order may arrive in multiple shipments due to the fact that some items may come from different warehouses or be too large to be packaged together. A shipping confirmation email will be sent out for each shipment.

  • What should I do if I need to change my shipping address?

    Don’t worry, it happens! To update your shipping address, please email us at [email protected] within 24 hours after placing your order. We’ll do our best to assist you.

  • Can I schedule my delivery to arrive on a certain date or time?

    Unfortunately, we can’t schedule a specific delivery date or time, but we will do our best to coordinate a delivery during a window of 3 business days that works best for you. However, please note that we cannot guarantee your order will be delivered within those days.

  • What is your white glove service?

    If you live in Toronto, we offer a White Glove service, which includes the delivery and set-up of your new mattress and bed frame, as well as the removal of your old mattressand yes, even if it isn’t from Silk & Snow. However, it does not include the removal of bed frames as those do not come in standard sizes and cannot be accounted for. 

     

    As soon as your order ships out, our delivery partner will send you an email to schedule the date of the White Glove service. They will provide you with a list of their available dates and three-hour times frames to choose from. Please keep in mind that sometimes the scheduling email may get sent to your junk/spam folder, so be sure to check there once in a while to make sure you don’t miss us. The cost of this service: $75 + tax. 

  • Returns and Exchanges
  • What is your mattress return policy?

    S&S Mattress, S&S Hybrid, S&S Organic, and RV Mattresses

     

    We offer a 100-night risk free trial period. We know that it takes more than a quick touch and feel of a mattress to know if it’s the right one for your body. For this reason, we ask you to try our mattress for at least 30 nights.

     

    We’re sure you’ll love our mattress (just as much as we do) but if it’s ‘just not right’, we’ll gladly help you return it and offer you a full refund. Your comfort is what we care about most. Please note that we allow only two mattress returns per initial order.

     

    Custom Mattresses

     

    Our custom mattresses are not eligible for return under our typical 100 night sleep trial, due to the fact that they are custom built for the customer’s unique preferences. As such, please keep in mind that they are final-sale items. However, our custom mattresses are still covered under our 15 year warranty, so if for any reason you have an issue with your Silk & Snow custom mattress, please reach out to us at [email protected] and we’d be more than happy to assist you.

     

     

  • How long will it take to process my refund?

    Refunds are generally issued within 2 business days after the returned product has been received and verified. Refunds are applied to the same form of payment used for the original purchase. Refunds can take up to 14 business days to be reflected on your financial records.

  • What is your mattress exchange policy?

    To initiate an exchange, email us at [email protected] and our team will gladly walk you through the process. Please note that we only accept exchange requests via email. 

     

    We want to make sure you always have a mattress to sleep on. That’s why we will wait until you have received your new mattress before making arrangements to have your first mattress picked up at no cost to you. 

     

    Once the mattress pickup has been confirmed, we will then process your refund for the cost of the mattress. 

  • What is the return policy of your bed frames?

    We offer a 30 night trial period with all of our furniture, giving you the opportunity to try it out and see if it's to your liking. We want you to love the furniture you decorate your space with. During your trial period if you find that any of our furniture just isn't right for you, we'll gladly accept a return for a refund.

     

    To initiate a return, please email us at [email protected].

  • What is your accessories return policy?

    We offer a 100 night risk free trial on all of our accessories. We're sure you'll love them, but if they're 'just not right', we'll gladly help you return it and offer you a full refund.

     

    Any box will do for a return. But if you have the space, feel free to hold on to the original packaging, as it might be the easiest way to get the accessories back to us. To initiate a return, please email us at [email protected].

  • Do I need to return the mattress in the original box?

    Once your mattress is decompressed from the box, it won’t fit back into the box. So rather than have you stress about that, we make returns just as painless as the purchase – we’ll make arrangements to have your mattress picked up by one of our charitable partners.

  • Setup and Care
  • What type of foundation or base should I use with my mattress?

    The support underneath your mattress is just as important as the mattress itself. It’s important to place your S&S Mattress, S&S Hybrid, or S&S Organic on a stable, firm surface to ensure that the mattress will perform as designed. This is true for all mattresses.

     

    We recommend a rigid base like a traditional bed frame with foundation, a platform bed or a slatted bed (make sure slats are not bowed and are equally spaced, no more than 3” apart and no less than 2” wide). Since Queen, King and California King Mattresses are wider, platform beds and slat systems require at least one centre support beam.

     

    If you have questions relating to the suitability of the bed frame for any of our Silk & Snow mattresses, please do not hesitate to send us an email at [email protected] for more information.

  • How can I clean my mattress?

    S&S Mattress:

    We didn’t want to make cleaning your mattress a chore, so we designed a mattress cover that easily zips off when you need it to.

    Wash the cover with cold water and mild detergent and allow the cover to hang dry before placing back on mattress. Don’t use bleach or harsh stain remover, and do not dry-clean the cover or place it in your dryer for optimal longevity. Do not lie or sleep on the mattress without the top cover being on the mattress and zipped fully.

     

    S&S Hybrid Mattress and S&S Organic Mattress:

    We recommend spot cleaning the mattress but before you spot clean, remember to dab up as much of the liquid as possible – wiping or scrubbing could spread your stain. Use a cloth or sponge rather than paper towels which can disintegrate. Another note is to use cold water because warm water may set the stain permanently.

  • Do I need to flip my mattress?

    No, all Silk & Snow mattresses are designed to have a specific top and bottom for optimal comfort. However, we do recommend that you rotate your mattress every 3 months to ensure that the mattress gets evenly used, which will increase the longevity of the mattress overall.

  • How do you set up the mattress?

    When you receive your Silk & Snow mattress, here are a few pointers to set it up:

     

    Step 1 - Prepare for the unboxing of your new Silk & Snow mattress. Your mattress will come compressed in a box and depending on the size of the mattress you ordered, the weight of the mattress could range from 50 to 115 lbs. The mattress may be too heavy to carry by one person, so we suggest that you ask a partner for assistance when bringing it to your desired location in your home.

    Step 2 - Unbox and remove the sealed bag. After you remove your new Silk & Snow mattress from the box, place the mattress, while still in its plastic covering, lengthwise on your foundation, platform bed or other supportive surface. Cut the plastic bag surrounding the mattress, but be careful not to cut to the mattress itself.

    Step 3 - Let it decompress and expand. Once the plastic covering of the mattress is cut, the mattress will start to decompress and expand. It is important that you let the mattress naturally conform to its new environment and allow the foam to adjust to room temperature especially if purchased in cooler months. Letting it lie flat for 72 hours will help in its full recovery from shipping. It may take up to 72 hours for your mattress to return to its full dimension and firmness. However, you may sleep on it right away.

  • How long can I leave the mattress in the box?

    We recommend that you unbox your new mattress within three weeks. If you are planning on moving, we would suggest that you order ahead of time so that we can hold your order and time your shipment to arrive after your move-in date. Please contact us at [email protected] for more details on how to coordinate your delivery date if you are moving.

  • The Mattress
  • Can I try your Silk & Snow mattresses before I make a purchase?

    We spent many, many nights trying out different mattresses on the market, so you don’t have to. And since we did all the R&D first hand, our mattresses are human tested and human approved.

     

    The Silk & Snow mattresses have been designed to provide you with the best sleep ever. We want you to be absolutely certain that you love it, that’s why you get 100 nights to sleep on it, risk free. If you don’t like it, we’re happy to help you return it at no cost to you.

     

    Oh, and you are welcome to test our products in person before making a purchase online. Please visit our Contact Us page to find your nearest showroom. Click here.

  • Where are your mattresses made?

    All of our Silk & Snow mattresses are made by local companies that value sustainability and quality in the same ways that we do. We’re picky about who we partner with, which is why all of our mattress manufacturing partners have decades of experience and are located in Canada and the U.S.A. All of the foams, latex, and fabrics used in the creation of our mattresses are also Canadian or American made.

  • Do your mattresses sleep warm?

    Traditionally, memory foam mattresses sleep a little warmer. However, our S&S Mattresses and S&S Hybrid Mattresses are made using innovative open cell memory foam infused with cooling gel, which allows for greater breathability and lower heat retention when compared to older generations of memory foam.

    Our S&S Organic Mattress is made using latex, which is naturally more breathable than memory foam, and does not possess the same heat retentive qualities. For this reason, the S&S Organic Mattress is the coolest mattress we offer, and we recommend it for sleepers that tend to sleep hot.

  • Does your mattress smell or will your mattress have an odour?

    You might notice a new mattress smell, but it will be minimal. It goes away quickly and is not from any harmful chemicals.

     

    Our foams are CertiPUR-US certified, which means our foams are:

     

    ✓ Made without ozone depleters
    ✓ Made without PBDEs, TDCPP or TCEP (”Tris”) flame retardants
    ✓ Made without mercury, lead, and other heavy metals
    ✓ Made without formaldehyde
    ✓ Made without phthalates regulated by the Consumer Product Safety Commission
    ✓ Low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million)

     

    Additionally, our Organic Mattress is made using 100% GOLS Certified organic latex, meaning it will not have any odours associated with lower-quality memory foam.

  • What are the dimensions of the mattress?

    Choosing the perfect size mattress for yourself is not an easy task. We offer a wide selection of sizes for you to choose from. The dimensions are as follows:

     

    S&S Mattress:

    Size Dimensions
    Twin 38” X 75” X 10”
    Twin XL 38” X 80” X 10”
    Full 54” X 75” X 10”
    Queen 60” X 80” X 10”
    King 76” X 80” X 10”
    California King 72” X 84” X 10”

     

    S&S Hybrid Mattress:

    Size Dimensions
    Twin 38” X 75” X 12”
    Twin XL 38” X 80” X 12”
    Full 54” X 75” X 12”
    Queen 60” X 80” X 12”
    King 76” X 80” X 12”
    California King 72” X 84” X 12”

     

    S&S Organic Mattress:

    Size Dimensions
    Twin 38” X 75” X 12”
    Twin XL 38” X 80” X 12”
    Full 54” X 75” X 12”
    Queen 60” X 80” X 12”
    King 76” X 80” X 12”
  • What is the weight of your mattress?

    S&S Mattress:

    Size Weight
    Twin 43lbs
    Twin XL 48lbs
    Full 65lbs
    Queen 76lbs
    King 91lbs
    Cal King 95lbs

     

    S&S Hybrid Mattress:

    Size Weight
    Twin 55lbs
    Twin XL 58lbs
    Full 83lbs
    Queen 92lbs
    King 110lbs
    Cal King 115lbs

     

    S&S Organic Mattress:

    Size Weight
    Twin 55lbs
    Twin XL 58lbs
    Full 83lbs
    Queen 92lbs
    King 110lbs

     

  • What is the weight capacity for the mattress?

    The Silk & Snow Mattress is designed to support up to 300 lbs per individual and the Silk & Snow Hybrid is designed to support up to 500 lbs per individual. There is no weight limit for the Silk & Snow Organic Mattress.

     

    If you or someone you know is looking to buy a mattress to support a heavier body weight, consider our coil-based mattressesthe S&S Hybrid and S&S Organicwhich were designed with heavy people in mind. If you’d like to learn more, click here.

  • Sales And Promotions
  • What are the conditions of your promotions?

    1. Promotions will be in effect as long as supplies last.
    2. For any complimentary product promotions, the size of the complimentary product will match the mattress, bed frame, or bedding size ordered if applicable. If you have multiple various sizes in your order, the pillow will match the largest size. If you wish to have this changed, please e-mail us at [email protected] and we will do our best to accommodate your request.
    3. Complimentary product cannot be exchanged or substituted for a different product.
    4. If you decide to return your order, the complimentary product must be returned. If you wish to keep the product, you will be able to keep them at a discounted price, which will be deducted from your refund total.
    5. As we offer a price match guarantee, price matching this promotion can only be done within the limited time frame of our promotion. You must be within your trial period and have not already price matched a previous offer. If you miss the chance to price match this offer, you will be able to price match future promotions within your trial period.