Customer Service

How It Works

We know you'll love your Essentia mattress, but we also want you to rest assured that in the event you want to make a change, you have the flexibility to do so.

The 120-Night Sleep Trial is applicable to the Grateful Eight, Tatami, Stratami, Classic REM5 Active, Dormeuse REM9 Active, and Grateful Bed Jr mattresses only. Many Essentia sleepers fall in love from night 1, but some sleepers need a bit more time to adjust to their new mattress. This is dependent on the type of surface you are transitioning from, the body and spine do take some time to fully adjust to the new sleep surface. In fact, as your body is realigning and you experience proper back support you may actually have a few aches and pains during this time but we promise it will be worth it! Your 120-Night trial begins on the day that your new mattress is delivered, we do require you to sleep on your new mattress for a minimum of 30 nights before deciding to return or exchange your mattress.

If after 30 nights of sleeping on your new mattress, you are sure that you need a different Essentia model or want to return your mattress simply contact us and a member of our customer care team will be happy to coordinate this for you. All mattresses must be returned in good condition, free from stains and damage. Unlike other companies, we do arrange to have your mattress picked up and brought back to us for donation or recycling. We do not ask you to pack your mattress up, as it is quite heavy and cannot be rolled once unpacked. This is why we arrange to have a team pick up the mattress from your home. All returns are subject to approval based on the condition of the mattress. Once approved our customer care team processes your refund minus the nominal return fee representing 9% for most models except for the Venti which is 20% of the listed retail price of the mattress plus any applicable taxes.

Mattresses that are in amazing condition get a brand new GOTS certified organic cotton cover and are donated to amazing charities that we work with via our Betterhood program.

If your order is shipping outside of the US or Canada, it is not eligible for our 120-Night Sleep Trial and cannot be returned or exchanged.

Refunds are issued once the merchandise has been received and inspected. All Items must be returned in good condition. If you do elect to return your mattress, please call Essentia at 888-764-4116.

* Important: Your mattress must be returned in good condition, with all instructions, warranties or other paperwork. Promotional items received free of charge at the time of purchase will be deducted at full retail price from your refund. Your reasons for returning are required. Returns shall not be accepted if the product has been physically damaged intentionally due to accident or neglect; including but not limited to damage by burns, cuts, water, stains, humidity/mold, bodily fluids or is otherwise abnormally soiled, used or unsanitary. Maximum of 2 returns or exchanges per client.

PILLOWS, FOUNDATIONS, ADJUSTABLE BASES, INCLINE SLEEP KIT, TOPPERS, CUSTOM ORDERS, PROCOR P1, STAY WELL HOTEL COLLECTION MATTRESS, CRIB MATTRESS, STINKY PAD, SHEETS, BODY GUARD, DREAMWEAVER, or KINGSTON DOG BED.

Given the custom or personal nature of these items, all items listed above are final sale, however, some of these products do carry a warranty to protect your investment. 

Essentia mattresses are compressed and rolled for shipping. It is incumbent on the consumer to unpack the mattress within 30 days of receiving the mattress. Failure to do so will void your warranty. A Mattress that is compressed for a prolonged period can have structural damage and/or condensation from being packaged for an extended period of time.

In the event of product damage during delivery, Essentia will facilitate a replacement under warranty. For mattresses, the 120-Night Sleep Trial is applicable only after the replacement product has been delivered. Opting to decline the replacement incurs a 9% fee.

Beyond Location Policy:
If your home is located in an area classified by the carrier as Beyond Location—typically 50 miles outside of the largest metropolitan city of the state, remote, hard-to-access, or off-mainland—the customer is responsible for bringing the item to the nearest metropolitan or mainland carrier hub to complete a return or exchange. Essentia will coordinate the pickup from that hub and continue the return process from there. This ensures safe transport of your mattress and allows us to properly process your return or exchange.

At Essentia, we stand behind the quality and performance of our mattresses. This Limited Warranty is designed to provide clear, fair, and transparent coverage so you can rest easy for years to come. Unlike traditional warranties that lose value over time, ours is designed to stay valuable for the life of the mattress. Even years down the line, you still have real credit toward your next Essentia upgrade.

This warranty applies to the following models: Dormeuse REM9 Active, Classic REM5 Active, Stratami, Tatami, Grateful Eight, Venti, and Grateful Bed JR.

1. Warranty Coverage Period

This mattress is covered by a 20-Year Limited Warranty, beginning from the original date of purchase.

2. What This Warranty Covers

This warranty covers defects in materials and workmanship under normal residential use, including:

• Visible indentation more than 3/4"
• Manufacturing defects in materials or construction

3. What This Warranty Does Not Cover

This warranty does not cover:

• Normal wear and tear
• A normal increase in softness due to normal usage
• Comfort preference changes
• Indentations less than 3/4"
• Damage due to improper use, abuse, or inadequate support
• Stains, burns, cuts, or liquid damage
• Commercial use
• Imperfections that do not prevent ordinary use and enjoyment of the Mattress by a reasonable person are not considered to be defects. For example, surfaces may not be perfectly even, and corners may not be perfectly shaped or symmetrical. These are not defects for which you can seek a remedy under this Mattress Warranty. 
• Mold or mildew. Mold is excluded from warranty coverage as it results from environmental factors such as moisture or poor ventilation, rather than defects in materials or workmanship. To prevent mold growth, ensure proper airflow and maintain a dry environment.
• The mattress cover, which carries its own separate one (1) year warranty against defects in material or workmanship from the date of purchase

4. Warranty Structure

If you are approved for a warranty replacement, your remaining credit is issued as Essentia store credit, ready to use at any time, or apply it immediately toward a new, higher-value Essentia product. We see every warranty replacement as a natural upgrade opportunity for you.

Years 0-3 (Full Coverage)

• Your mattress is eligible for full replacement at no charge

Years 4-20 (Prorated Coverage)

• A 5% annual depreciation is applied starting in Year 4
• The remaining value is issued as a store credit toward a new Essentia product of equal or greater value

5. Depreciation Schedule

• Year 4: 95%
• Year 5: 90%
• Year 10: 65%
• Year 15: 40%
• Year 20: 15%

6. How Warranty Claims Work

To initiate a claim, customers must provide:

• Proof of original purchase. The original invoice or order confirmation is the only acceptable proof of purchase.
• Photos or documentation of the issue as outlined in the warranty claim form.
• Law tag information

If approved:

• Customers will receive a replacement or store credit based on the warranty schedule
• The replacement product must be of equal or greater value

Should this warranty be exercised and your product replaced and/or repaired, the warranty will not be extended or renewed. The warranty period continues from the original date of purchase.

7. Responsible Disposal Requirement

As part of Essentia’s sustainability commitment:

• Customers are required to donate or responsibly dispose of the original mattress
• Proof of donation or disposal must be provided
• Tags must be removed and submitted as part of the claim process

8. Additional Terms

• This warranty is valid only for the original purchaser, as indicated on the original sales invoice
• Warranty is non-transferable
• Essentia reserves the right to repair, replace, or issue credit at its discretion
• Transportation or service fees may apply where permitted by law
• We do not warrant our product as a remedy for any specific medical condition, and do not warrant against any complications resulting from the use or inability to use this product
• We do not warrant individual comfort preferences, sheet fit, or height issues resulting from the purchaser’s bed frame size or headboard style
• If your mattress is located outside of the United States or Canada, please note that other terms and conditions apply.

9. Foundation Requirements

This warranty is valid only when the mattress is used with a proper, supportive foundation or base. The ideal surface for an Essentia mattress is a flat, rigid surface that allows airflow. This can be a slatted bed base or foundation with a flat, rigid, and ventilated surface. If slatted, each slat should be flat and firm with no more than 3 inches of space between each slat. Slats must not be flexible or bowed. 

Essentia’s NoFlex Foundation, Vertebase, and Rize Adjustable foundations meet these requirements.

Use of an improper foundation or base may result in damage to the product and will void this warranty.

10. Unpacking Requirement

Essentia mattresses are compressed and rolled for shipping. The mattress must be unpacked within 30 days of delivery. Failure to do so will void this warranty. A mattress that remains compressed for a prolonged period may sustain structural damage and/or condensation from extended packaging.

11. Accessory Warranties

• Toppers: one (1) year warranty against defects in material or workmanship
• Essentia LaLa Crib Mattress: two (2) year warranty against defects in material or workmanship
• Essentia Pillows: one (1) year warranty against defects in material or workmanship
• Organic Sheet Sets and Body Guard Waterproof Cover: no warranty. These items will only be replaced if deemed defective upon delivery.
• NoFlex Foundation: no warranty. These items will only be replaced if deemed defective upon delivery.

12. Limitations

This warranty replaces all other warranties, expressed or implied, to the extent permitted by law. Terms and service related to this warranty shall be the consumer’s sole and exclusive remedy should the product fail during the timeframe stated herein.

Rize Adjustable is warrantied by original manufacturer. Click the link below to read the full warranty.

After delivery, you must register your product with Rize in order to get warranty service. To register your Rize Adjustable base please visit:
https://www.rizebeds.com/pages/register-your-product

Rize Warranty

For the first five years, full coverage of parts and labor is included and the bed is warranted against any defects in workmanship or materials. Replacement parts, labor, and transportation costs are covered. After the fifth year and up through year 20, any defect in workmanship or the materials in the frame itself are covered. This excludes the cover, side rails, decking and legs, electronic parts, and cords. Does not apply to damage caused to mattresses, fabric, cables, cords, or items supplied by resellers. Applies to Rize adjustable beds purchased on 1/1/2018 and after.

For the full warranty please visit:
https://www.rizebeds.com/pages/warranty/

Essentia is proud to offer free shipping to your door via FedEx on all orders within the contiguous United States. We do not offer free shipping to Hawaii, Alaska, Puerto Rico, or other US territories.

We can deliver Hawaii, Alaska, Puerto Rico or any other international address. You would be responsible for shipping costs, as well as any other fees that may apply

Please note that we must have a full shipping address in order to ship your order. We cannot deliver to post office boxes (PO Boxes) or APOs.

Our free shipping is offered via FedEx and does require a signature upon delivery. You will receive an email to confirm your order has shipped and tracking information. All FedEx deliveries are to your door and do not include set up or scheduling of delivery.

Delivery via FedEx is done during normal operating hours, usually, Monday through Friday 8 am to 7 pm. Essentia cannot request or schedule a specific delivery day or time frame when shipping via FedEx. If you are not available on the first attempt, FedEx will attempt 2 more deliveries. A delivery notice will be left at the door after each attempt to deliver.

IMPORTANT: FedEx Delivery Service does not include delivery to the room or installation. If you would like a team to set up your new mattress, you do have the option to purchase Ryder In-Home Delivery with or without old mattress removal. The Ryder In-Home Delivery upgrade is $299 per mattress and foundation, and the Ryder team will call you to schedule a delivery day and timeframe for your setup. Simply choose this option at checkout if you would like to set up service.Should you live in a building with no elevator access, delivery will be made to the building entrance via FedEx.

Please note, should you live in a remote area there may be an additional charge for shipping. In the event this happens our customer care team will reach out to you prior to shipping.

Essentia offers an In-Home Delivery Service option which includes delivering the products to your room of choice, unpacking, installing and removal of packaging/debris once complete.

You can choose to have the team remove your old mattress for recycling, but they cannot remove other foundations or pieces of furniture.

Ryder In-Home Delivery Service is $299 per mattress or foundation being delivered.

If you purchase a Rize Adjustable base, you must purchase In-Home Delivery Service with this item.

IMPORTANT - You may live in a zone where In-Home Delivery Service is not available. Should this occur, our customer care team will reach out to you with available options.

At Essentia, customer satisfaction is first and foremost. As long as your order has not yet left our GOLS and GOTS certified organic factory, we will be happy to accommodate modifications or additions to your existing order.

Please note, should you be changing your mattress model, this may require production and as such delay the order.

Quality service is our commitment, as long as your order has not left our GOLS and GOTS certified organic factory you may cancel your order.

In the event that your order has already shipped, and has not yet been deliverd to you, your cancellation is subject to a 9% cancellation fee.

If your order is of organic pillows, sheets, or other small accessories and it has already been shipped we cannot accept cancellations.