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Ordering and Delivery FAQs
Due to insurance policy reasons our couriers are only permitted to deliver your item(s) to the front door of your building. Every Memosence mattress is delivered vacuum-packed in order to be as easily maneuvered as possible.
What happens if I'm out when my Memosence mattress is delivered?
The courier will leave a card at your house with the consignment number and a contact telephone number. You must call within 24 hours to re-arrange delivery at a more convenient time, free of charge. If you fail to make contact with the courier the items will be shipped back to MattressDirect Unfortunately you will be charged again for re-delivery.
What if I'm not at home when the courier attempts to deliver?
If you aren't available to take delivery of your foam mattress on the delivery date, the courier will leave a card that details the consignment and instructions for arranging re-delivery or collection from their depot. In these cases we advise contacting the depot within 24 hours of delivery, as the consignment will be sent back to MattressDirect..ca.
Will the courier call me prior to delivery or me an ETA?
Unfortunately we are unable to ask the courier to call you, but we do provide an email and SMS (if a mobile number is provided at the checkout stage) on the evening prior to delivery. These contain the telephone number of the courier and the consignment number of the delivery, as well as a parcel-tracking link for FedEx Or UPS website.
What happens when I place an order online?
We have made every effort to make the online order process as simple and convenient as possible.
When you complete your online purchase you will receive an automatic email receipt.
Once your purchase has been fully confirmed, you will receive another email from MattressDirect .ca that confirms the delivery time frame.
What happens when I place an order over the phone?
We know that online ordering isn't convenient for everyone, so we have made it just as easy to place orders over the phone. Our order line is available at 1-855-696-9494.
When placing an order over the phone, the same confirmation processes apply as ordering online. However, the order will not be processed and confirmed for up to 24 hours, so the delivery and confirmation emails will be delayed slightly.
Why do you compression pack your mattresses?
Your new memory foam mattress will arrive boxed, and very compact. All of our mattresses are compressed, vacuum sealed, rolled and boxed. We use the very latest technology in this process ensuring this will in no way compromise or damage your mattress. We also find this packaging process considerably reduces damage that can often be caused to a full size mattress when in transit or dispatched for delivery via third party courier.
What do I do when it arrives?
We advise that you open the box and remove the mattress, as this makes it easier to carry the mattress to the room you plan to use it in. If you plan to open and install your mattress at a later date, we recommend keeping it compression packed for a maximum period of 4 weeks from initial delivery.
(Removing the mattress from the box makes it easier to carry and maneuver around your home.)
It is advisable to take the mattress into the room it is to be used in prior to opening the clear, plastic cylindrical packaging. (Once this is removed, the mattress will unfurl and become more difficult to carry.) Please take great care in opening the plastic mattress packaging, if using a knife or sharp implement it is important to ensure you do not cut or nick the mattress itself.
Once you have removed the first layer of plastic packaging the mattress will unfurl. On opening the second layer of vacuum-sealed packaging, the mattress will immediately start the process of recovering to its natural depth and shape.
Can I use my mattress the same day it is delivered / opened?
Yes. The recovery process will take a maximum of 4-12 hours, and the mattress is fine to use the same day it is first unpackaged.
Why is there a distinct odor coming from my new mattress?
Whilst for some this can be a little unpleasant, it is entirely safe, normal, and to be expected. It is also amplified to some degree, as the mattress has been vacuum-sealed and packaged. This is however one of the major factors in MattressDirect being able to provide such a high specification mattress at a very competitive price. Newly manufactured visco-elastic foam has a distinct odor that will dissipate over a short period of time when exposed to air. To expedite this process you can remove the outer cover and machine wash whilst airing the mattress for a day or two prior to use. We find however that the majority of customers will use their new mattress on the first evening of receiving it.
Caring for your mattress FAQs
Do I ever have to turn an memory foam mattress?
Standard sprung mattresses need to be turned to prevent and delay the sagging that occurs through time. Like all memory foam mattresses, our memory foam mattresses are manufactured to be laid one side up only, to achieve the body-molding performance for which they are designed. We recommend rotating your mattress 180 degrees every 3-6 months.
How do I keep my memory foam mattress free of dust mites or 'bed-bugs'?
Bed-bugs, or dust mites, feed off discarded skin cells and can be rife in the interior of mattresses. Standard sprung mattresses have a hollow core, which provide what amounts to a breeding ground for the bugs. Memory foam mattresses have a solid core, with layered materials that offer a far-less attractive place for dust mites and other foreign matter.
Can I wash an Memory foam mattress?
Due to its complex composition, we don't recommend washing an memory foam mattress. However, the deluxe removable Jacquard outer cover is fully machine-washable.
Should I rotate the Mattress?
We recommend that you rotate your mattress (top to bottom) around every three months, in order to aid longevity of the memory foam performance.
Warehouse Hours for pick up
Monday-Friday 9am -5pm