COVID-19 (Coronavirus) Response
At GoodMorning.com, the health and safety of our customers and staff is our top priority. Please read our FAQs below to learn more about the steps we’re taking to ensure that you — and your mattress — are protected. Over the coming months, we will continue to keep an open and transparent line of communication with you.
As a direct-to-consumer manufacturer, our online shop is open 24/7. During this time, we hope to connect with you even more — call us at 1-833-310-0302, email us at firstname.lastname@example.org, or spark up a chat with our Customer Service team on the bottom right corner of the website. We also hope you’ll continue to share your good mornings with us on Instagram, Facebook, and Twitter @GoodMorning.
A good night’s sleep is more important than ever.
What is GoodMorning.com doing to ensure proper health and safety standards are met during this time?
At our head office and manufacturing facilities across Canada, we have instituted increased hand-washing and wipe-down procedures and implemented work-from-home policies where possible. We are following recommendations as they are issued by the Canadian Government.
As for production, minimal contact is involved in the manufacturing process. Our mattresses are machine-packed in airtight, vacuum-sealed plastic prior to shipping, and contactless delivery is standard. We hope your in-home, 120-night Sleep Trial gives you a safe space to decide on whether your new mattress meets your needs.
Will I experience shipping delays during this time?
Due to COVID-19, you may experience delays in shipping and delivery. We’ll work diligently to keep shipping timelines updated on our website, and you’ll be notified as soon as your mattress ships. You can also monitor updates from FedEx as they happen here.
We ask for your patience and understanding as we work together to deliver the best experience we can under these extraordinary circumstances.
Are there any risks associated with accepting deliveries to my home?
Contactless delivery is standard for GoodMorning.com. Our FedEx delivery partner has also announced a Safety Above All policy, and will not be requesting signatures for deliveries made in Canada for the foreseeable future.
As announced by the World Health Organization, the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.
What is contactless delivery?
Contactless delivery ensures the safety of both our customers and delivery partners.
- FedEx will not require your signature for delivery
- Our delivery partner will knock or buzz to let you know your package has arrived
- You do not need to come to the door to accept the delivery. Your order will be left at your front door or building entryway
Will I experience customer service delays during this time?
As efforts to contain COVID-19 continue, we will follow recommendations from Alberta Health Services and the Government of Canada by closing our head office and working remotely.
Response times should not be interrupted; however, should you experience delays, please rest assured that our Customer Service team knows how important it is for you to get a good night’s sleep. We are taking extra special care to serve you during this unique and challenging time.
Will I be able to return my mattress during this time?
To help protect everyone in light of COVID-19, some of our pickup partners have temporarily suspended service. Others have been instructed to adopt social distancing and are no longer permitted to go inside customers’ homes to complete mattress pickups; instead, they kindly request that you leave your mattress outside your door for scheduled pickups until further notice.
We will be honouring in-trial requests for a mattress pickup in a timely manner as soon as we are permitted. We ask for your patience and understanding during this time and look forward to serving you in the future.
Most Asked Questions
How do I set up my mattress when it arrives?
Setup is easy and fast. Simply carry the box with a friend or family member to the intended room. Carefully cut open the cardboard box, lay it sideways and slide out the vacuum packed bag. Place the bag on the foundation/box spring and carefully cut away the outer plastic wrap. Unroll the flattened mattress in its final intended position. Cut away the inner plastic wrap and slide it off. The mattress will now begin to decompress.
Provide at least 30 minutes for mattress decompression before your first night; however, full comfort will be reached after 24 hours. Keep the plastic bag until your 120-night sleep trial is complete as the mattress will need to be placed back in the bag for return pickup.
How does the 120-night trial work?
The 120-night home sleep trial is our guarantee that comes with the purchase of any GoodMorning.com mattress. Starting the day your new mattress arrives, you’ll have 120 nights to ensure it meets your needs. If you decide that it’s not the right one for you, contact our customer care team and we will arrange for it to be picked up while issuing you a full refund.
It does take time to get used to a new sleep surface and we want to make sure you experience the full effect of your mattress before making a final decision. We ask that customers sleep on their mattress for a minimum of 30 nights* before initiating a return.
*60 nights for Novosbed
What kind of foundation do I need? Do I even need one?
Acceptable foundations include:
- adjustable bases;
- solid untreated wood platform beds;
- horizontally slatted systems with gaps no more than 3 inches apart and slats no less than 2 inches wide;
- non-flexing box springs that are in good repair;
- foundations specifically designed for memory foam/latex beds.
For queen, king, and California king mattresses, platform beds and slat systems require at least one centre support beam. Platform beds and adjustable bases made of wired metal are not acceptable.
Though not ideal, if you do not wish to use a foundation, you can place your mattress directly on the floor providing there is no risk of moisture buildup (i.e. on a concrete floor).
Do I need to use a mattress protector during my trial?
While not necessary, we strongly recommend you use a protector as we cannot accept returns for mattresses that have been damaged or stained.
What are the shipping costs?
Shipping is free to most locations throughout Canada, though we do charge a shipping fee for certain remote areas. Should you have concerns regarding your location or shipping estimate, please reach out to our customer care team.
Why can't I return the mattress until 30 days after delivery?
It is common for some sleepers to take extra time to adjust to their new mattress. Because of this, we require that customers take at least 30 days* to try their mattress before initiating a return.
*60 days for Novosbed
Who will remove my mattress if I decide to return it?
We work with a network of local movers, charities, and community organizations across Canada who will come to pick up and remove the returned mattress from your home.
Do I have to pay for the return?
No. Returns are covered by the 120-night sleep trial.
Do you offer financing?
Yes. Interest-free financing is an option at checkout.
Please note: There is a processing fee of up to $100 should you choose to finance through PayBright.
Can you apply promotional offers or discounts to purchases made before the start date of the promotion?
No. Offers are only valid on new orders placed while the promotion is active.
Who is GoodMorning.com?
The name may be new, but GoodMorning.com is one of the pioneers of the North American mattress industry. (Our full story and company timeline can be found here.) We’ve been selling mattresses online for nearly twice as long as many of our other online competitors. Formerly known as Novosbed Inc., our company has sold over 100,000 mattresses across Canada during the last 10 years. And in this time, we’ve used detailed customer surveys and a decade of data to design a lineup of exceptionally well-made mattresses that continue to deliver unequalled comfort at the best possible prices.
Do your mattresses have any off-gassing?
Most customers experience no off-gassing, the faint odour that sometimes occurs for a short while following unboxing and unpacking a new foam mattress. However, a small percentage of customers still might. This scent will dissipate within about 24 hours. All of our mattresses meet the guidelines outlined by the CertiPUR-US® program. They contain no harmful chemicals or heavy metals, nor do they negatively affect air quality.
How often should I rotate my mattress?
On average, we suggest rotating your mattress every 4 to 6 months. The mattress may need to be rotated more often (about once every 3 months) should there be a significant weight difference between individuals sharing the bed. Remember, don’t flip the mattress; rotate it 180 degrees.
Should I expect a comfort adjustment period?
It can take up to 30 days for your body to adjust to a new mattress, and that is why we ask our customers to sleep on their mattress for at least 30 nights* before initiating a return. Should you wish to speed up the break-in process, our customer care team can offer some helpful tips.
*60 nights for Novosbed
Will I need another person to lift or set up the mattress?
Though it may be possible for some individuals to move, unbox, and set up smaller mattress on their own, we recommend having a second person on hand, especially for queen and king sizes. For additional information, please refer to the dimensions section on the product pages.
My mattress became more firm the day after I unboxed it. Is this normal?
This is common to all compressed mattresses. The foam layers need roughly 24 hours to fully expand and settle, during which the mattress will gradually become more firm.
If my mattress is too firm or too soft, will you ship me a free topper?
Novosbed: Yes. The free Comfort+ kit is available to order after Night 30.
All other mattresses: No. Some companies send out cheap foam toppers from China to try to reduce return rates. Most companies have stopped this policy because it doesn’t improve customer experience. Instead of this, we focused on making our mattresses better from the start, with a longer sleep trial. We also don’t recommend ever using a cheap topper, which may cancel out all of the cooling and comfort benefits of your mattress. If your GoodMorning.com mattress isn’t right for you, returns are painless and easy.
Purchase, Shipping & Delivery
Is there anywhere I can try out a GoodMorning.com mattress before purchase?
The best place to try our mattress is in the comfort of your bedroom. We are an online-only company, and we are able to keep our prices lower than our Canadian competitors by offering a 120-night in-home trial instead of a pricy story experience. This allows you to experience the full effect of your GoodMorning.com mattress peacefully, without any of the disturbances or sales pressure you’d find in a retail store.
Are returns free?
Yes, returns are free within the 120-night trial. You must sleep on your mattress for at least 30 nights before initiating a return.
Accessories & Foundations
No, these items are subject to product-specific return fees as outlined in our in our Purchase Policy. Unopened accessories can be returned within the timeframe listed in this policy. Returns are not available for pillows, mattress protectors, foundations, or adjustable beds once their packaging has been opened.
How do I initiate a return?
Contact us between nights 30* and 120 of your sleep trial and we will arrange for your mattress to be donated whenever possible. Once picked up and removed from your home, we will provide you with a full refund. The return timeline can vary depending on your location and what local services are available. To get started, either log into your account, or call or email our customer care team with your order number in the subject line. We will respond within 1 to 2 business days to organize a return.
*60 for Novosbed
Where does my mattress go when I return it?
We do not restock or resell returned mattresses. Instead, we pay it forward to your community by donating returned mattresses to a local charitable organization whenever possible. Should local municipal or provincial regulations prevent us from doing so, we will have a trusted recycling partner come and pick up the returned mattress. (Yes, our mattresses are fully recyclable!)
How long does it take to get a refund?
Once the mattress has been removed from your home, your refund will be requested within 2 business days. Once processed, it can take 2 to 5 business days to be reflected on your banking records (depending on your financial institution). We can only issue your refund to the original payment method.
When should I place my order if I’m moving?
Always refer to the individual product pages for the most current shipping timelines.
Once a product leaves our facilities, delivery can take 1-6 business days after it has shipped, depending on your location. Timelines are subject to change depending on interruptions with our shipping partners. Please note that business days do not include weekends or public holidays. For information regarding shipping times to your location, please reach out to our customer care team.
Do I need to be home to accept my delivery?
In most locations, a signature is not required and you do not have to be home to accept your order. To find out if there are any exceptions that apply to your location, please contact us.
What should I expect on delivery day?
It’s the day you’ve been waiting for! Your new GoodMorning.com products are on their way and will be delivered to your building today. The drivers will leave your package(s) right at your door if they feel it’s safe to do so. In the event that delivery is not possible, the driver will attempt redelivery or will leave your package(s) at your local pick up center for you to collect at your convenience. Please remember to follow all instructions on any shipping note or delivery notice left on your door or in your mailbox. Drivers will not be able to carry your new GoodMorning.com products up flights of stairs or to your bedroom nor will they be able to unbox your package(s) for you.
What should I do if my product arrives damaged?
It’s normal for the mattress box to arrive with signs of wear and tear. Even small punctures to the cardboard are normal, though this typically does not affect the mattress, which is protected inside the box with additional packaging. However, if you discover that your new mattress has arrived damaged, contact our customer care team immediately.
Do you ship to PO boxes?
Due to the oversized nature of our packages, GoodMorning.com cannot guarantee delivery to PO boxes. If you require shipment to a PO box, please contact our customer care team for assistance.
*Shipping fees may apply for some remote locations.
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