• 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’ll be here to help.

  • What courier service is used to ship the mattress?

    We will ship your package using Loomis Express in Canada and UPS Ground in the US.  They will deliver Monday to Friday during business hours.

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

    In Canada:
    We ship via Loomis Express and your signature is not required for delivery by default. However, if you would like to sign for your delivery, you can check "Yes, I would like to sign for delivery" when you are inputting your shipping information.

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

  • Do you offer financing plan?

    Yes, we are currently offering financing plan on a limited basis. The approval is subject to our credit review and the following:

    • Minimum order of $700
    • Minimum of 50% of order must be paid at the time of purchase
    • The remaining balance will be financed on an 0% interest rate loan and repaid over 6 months
    • Special promotions possibly not accepted when financing. Contact us for details


    For more information on how to purchase with a financing plan, please send us an email at hello@silkandsnow.com. Once your financing plan is approved, your payments will be set up in convenient pre-authorized payments on your credit card.

  • 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 $175 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?

    First, 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).


    Once we have completed the review the information, one of our associates will reach out to you to help you with completing your order.

  • 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 size box will the mattress be shipped in?

    Your mattress will be shipped in a compact box. The exact dimensions is 20”X 20”X 43”.

  • Where do you ship to? 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 as follow:

    Canada:

    YT, NT, NU: 6-8 business days
    BC, AB, NS, NL: 4-6 business days
    SK, NB, PEI: 3-5 business days
    MB, QC:  2-4 business days
    ON: 1-2 business days

    USA:

    North West: 4-6 business days
    South West: 5-7 business days
    Central: 3-6 business days
    North East: 2-4 business days
    South East: 3-6 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 Boston, and Canadian orders are shipped from Toronto — so your mattress never has to go through border patrol.

  • 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.

  • 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?

    Pillow:
    We offer a free 100 day trial on our pillows. We're sure you'll love our pillow but if it's just not right, we'll gladly help you return it and offer you a full refund.

    Mattress Encasement:
    We offer a 100 nights risk free trial on your mattress encasement as long as the product is returned to us in a donatable condition.

    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 encasement or pillows 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 bedframes should I use with my mattress?

    Great question! The support underneath your mattress is just as important as the mattress itself. It’s important to place your Silk + Snow mattress on a stable, firm surface to ensure it will perform as designed.

    A rigid base, like a traditional metal 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) will work just fine.

    Since Queen, King and California King Mattresses are wider, platform beds and slat systems require at least one centre support beam.

    Bed frames and adjustable bases made of wired metal should not be used with your Silk + Snow mattress.

    If you have questions relating to the suitability of the bedframe for the Silk + Snow mattress, please do not hesitate to send us an email at hello@silkandsnow.com for more information.

  • How should I wash my cover?

    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 cover to hang dry before placing back on mattress. Don’t use bleach or harsh stain remover, and do not use dryer or dry clean for optimal longevity.

  • Do I need to flip my mattress?

    Our foam core has been designed to have a specific top and bottom for optimal comfort, so you don’t need to flip the mattress over time.

    However, rotating the mattress every 3 months is a good idea to ensure that the mattress gets evenly used.

  • 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 the foams in the Silk + Snow mattress are CertiPUR-US® certified. CertiPUR-US® approved foams are made without ozone depleters, PBDE flame retardants, mercury, lead and other heavy metals, formaldehyde , phthalates 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).

    The Silk + Snow mattress meets the very stringent burn tests, as governed by 16 CFR 1633 and 1632, required by the US federal government.

    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 inside the Silk + Snow mattress?

    The Silk + Snow mattress is a high quality memory foam mattress comprised of 3 layers.

    • Layer 1 - This layer provides a cooler, more consistent sleep surface every single night. 13x better than conventional memory foam, 16x better than latex.
    • Layer 2 - This transition layer provides the spring and bounce you'd find in latex or coil bed. Unparallelled support, pressure relief and motion isolation that foam beds are famous for.
    • Layer 3 - This premium support layer is the foundation to it all. Strength, support and structure of the mattress starts here.
  • What is the weight of your mattress?

     

    Size Weight
    Twin 50lbs
    Twin XL 56lbs
    Full 70lbs
    Queen 85lbs
    King 106lbs
    Cal King 105lbs
  • 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 mattress has been designed to provide your best sleep ever — and 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.

  • What is the weight capacity for the mattress?

    The Silk + Snow mattress is designed to support individuals up to 300 lbs.

  • 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. All of our mattress our 10 inches in height. The dimensions are as follows:

     

    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”
  • Where is your mattress made?

    All of our mattress materials are manufactured in or sourced from Canada or USA. Call us control freaks, but we find comfort in knowing the higher quality control standard that comes with sourcing locally and ensuring you’ll receive a high-performance, high-quality mattress.

    All Silk + Snow materials pass Canadian and American governmental regulatory requirements.

  • 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?

    Silk + Snow’s design has a top layer that provides a cooler, more temperature consistent surface than conventional memory foam mattresses. The heat reduction of our mattress is 13 times better than conventional memory foam mattresses and 16 times better than latex. So you can enjoy an optimal sleeping temperature every single night.

  • 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.