• Payment and Shipping
  • 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.

    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 (UPS, Canada Post, USPS, Loomis Express, etc.).  They will deliver Monday to Friday during business hours.

  • 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 hello@silkandsnow.com

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

  • Do you offer financing plan?

    We offer a simple 0% financing plan without any hidden fees. Approval is subject to the following:

    • All orders must include a mattress
    • 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 hello@silkandsnow.com

  • Do you offer Military/Veteran discount?

    Silk + Snow deeply appreciates all military men and women for their service.

    Active, veteran, retired personnel are eligible to receive $250 off all mattress purchases. To obtain the discount, please send us an email at hello@silkandsnow.com with a copy of the Military/Veteran ID (you must include both sides of the document) and the Branch information. Once we have completed the review of the information, we will send you an email with the promo code that you can use at 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 hello@silkandsnow.com 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.

  • 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.

  • What size box will the mattress be shipped in?

    S+S Mattress:

     

    Size Dimensions
    Twin 15” X 15” X 43”
    Twin XL 15” X 15” X 43”
    Full 15” X 15” X 43”
    Queen 15” X 15” X 43”
    King 16” X 16” X 43”
    California King 16” X 16” X 43”

     
    S+S Hybrid Mattress:

     

    Size Dimensions
    Twin 16” X 16” X 45”
    Twin XL 16” X 16” X 45”
    Full 16” X 16” X 60”
    Queen 15” X 16” X 66”
    King 16” X 16” X 83”
    California King 16” X 16” X 84”
  • How long will it take for my Silk + Snow mattress to arrive?

    As soon as the order is processed, we will ship your mattress out as soon as we can. Transit time of your mattress depends on the location of the final destination. Estimated shipping times are as follows:

    Canada:

    BC, ON: 2-3 business days
    AB, MB, QC:  2-4 business days
    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

  • 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 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.

  • 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.

  • Returns
  • What is your mattress return policy?

    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 one mattress return per customer/household.

  • 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.

  • What is the return policy of your accessories?

    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 hello@silkandsnow.com.

  • 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.

  • 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 and your S + S Hybrid 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 the Silk + Snow mattress and the Silk + Snow Hybrid, please do not hesitate to send us an email at hello@silkandsnow.com 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.
     
    S+S Hybrid 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.

  • 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 as soon as possible. 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 hello@silkandsnow.com for more details on how coordinate your delivery date if you are moving.

  • The Mattress
  • What certifications does the Silk + Snow mattress have?

    Our obsession with quality means we’re meeting compliance standards with pride and integrity.

    All foam used in the Silk + Snow mattresses are CertiPUR-US® certified. CertiPUR-US® approved foams are made without ozone depleters, PBDE flame retardants, mercury, lead and other heavy metals, formaldehyde , phthalates and are regulated by the Consumer Product Safety Commission. They are Low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million).

    Every quality standard we knock off the list is another testament to our mission and our beliefs: that creating a truly premium foam mattress is possible.

  • 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
  • Can I try the Silk + Snow mattress before I buy it?

    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 mattress is 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.

  • 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 350 lbs per individual.

  • 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 39” X 75” X 10”
    Twin XL 39” X 80” X 10”
    Double 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 39” X 75” X 12”
    Twin XL 39” X 80” X 12”
    Double 54” X 75” X 12”
    Queen 60” X 80” X 12”
    King 76” X 80” X 12”
    California King 72” X 84” X 12”
  • Where are your mattresses made?

    Every Silk + Snow mattress is crafted and assembled by people who are just as obsessed about mattress design as we are. We partner with some of the oldest Canadian & American mattress manufacturers ensuring you’ll receive a high-performance, high quality mattress. All of our foams and fabrics are made are Canadian or American made.

  • 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)

  • Does the Silk + Snow mattress sleep warm?

    Traditionally, memory foam mattresses sleep a little warmer. The Silk + Snow mattresses are designed with a newer generation of open cell memory foam that have many tiny cells that allow air to flow through it, which keeps a mattress cooler than heat-trapping closed cell memory foam. In addition to the open cell structure of the foam, the memory foam used in the Silk + Snow mattresses are gel infused and helps to absorb heat to keep you cool.

  • How come your mattress is inexpensive compared to other retailers?

    It’s no secret that most retailers pass on their brick-and-mortar markups to customers. Since we’re using a direct to consumer model (no show room, no pushy salesperson), we don’t have any of those costs to pass on.

    Our focus is on making premium mattresses available at an accessible price. Without all the gimmicks, there’s no reason to charge a fortune for a good night’s rest.

  • Why are you called Silk + Snow?

    When thinking about names for our new venture, we thought about two things: premium quality and homey comfort.

    Silk is synonymous with luxury and although our product doesn’t contain any silk, we kept the high quality spirit and infamous feel of silk fiber in mind when designing our mattress.

    Snow represents our North American roots — it’s soft, fluffy and there’s an undeniable sense of coziness that happens when you’re watching that perfect snowfall from the warmth and comfort of your own home.