FREQUENTLY ASKED QUESTIONS

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TOP QUESTIONS

If I return my DreamCloud within the 365 Night Trial can I get my White Glove Service refunded as well?

DreamCloud provides free shipping and returns right to your door. While your White Glove Service fees are non-refundable once your order has been received by our warehouse for processing and delivery, we offer a full 365-night trial so you can return your mattress up to a full year, and all other products--if they are unopened--up to 50 days. White Glove Service may be cancelled and associated fees refunded at any point prior to our receipt of your order at our warehouse, which can take anywhere from a few hours up to one business day. Once all items have been delivered and set-up by our White Glove Service provider, if you don’t feel that you’re having the best sleep of your life before your trial period ends, we’ll give you a full refund for the products you purchased.

I don’t understand how the White Glove Fees work with multiple items?

When you use White Glove Service fees will be applied to every eligible item (Mattress, Platform Bed, Adjustable Base, Bed Frame with Headboard) in the cart. If you choose the service, all eligible items will be delivered and set up. The first White Glove eligible item in cart will incur a fee of $149, if other items are added, each additional eligible item will incur an additional cost of $45. For example, if you have a mattress and platform bed in cart, the total White Glove Service Fee will be $194 ($149 + $45). If you ordered any items that do not require setup such sheets, mattress protector or pillows, we'll deliver those free of any additional charge.

How do returns work with White Glove Service?

Help! The tracking number is not to my address?

Don’t worry. Your new DreamCloud ships to our local provider in your area which might have a different zip code than your home address.

It’s been 2 days and I still haven’t heard from White Glove Service?

White Glove Service will receive your order in the 2-3 business day time frame usually quoted at checkout. White Glove Service will then reach out within 1-2 additional days of receiving your items to schedule the delivery only once all the items you have ordered have been delivered. Depending on if your items shipped separately, this can add time to the original delivery estimate. Most customers still receive their items within a 2-3 business day period.

Tell me more about the DreamCloud mattress?

DreamCloud is a 15” luxury hybrid mattress combining the best of latex, memory foam, hand crafted Cashmere, tufting and coil technology to provide the best sleep money can buy. The finest destination for exceptional sleep, there truly is no place like DreamCloud. This mattress is designed for every type of sleeper and arrives backed by our Everlong Warranty, plus a full year sleep trial so you can make sure it is right for you, at no risk. DreamCloud arrives straight to your door and you’ll discover there is no place designed to lovingly cradle every inch of the human body and seduce it into sleep. It truly is like sleeping on a cloud. If you like, we can setup your DreamCloud and remove your old mattress. And if you don’t agree, we’ll take DreamCloud back and refund your full purchase.

What is a hybrid mattress?

A hybrid mattress is one that combines the support of a traditional box spring mattress combined with high density foams that offer supreme comfort. For many people, a hybrid mattress is the ideal choice for a mattress since it’s considered to be the “best of all worlds.” Hybrid mattresses allow sleepers to enjoy the sturdy support of coils and the contouring comfort of foam for a restful night’s sleep. With DreamCloud’s plush hand tufted Cashmere cover, high density foams, heat-treated cotton pad to make sure you sleep cool, and patent-pending encased coils to provide the ultimate support, it means that you won’t just go to sleep, you’ll end up Dreaming on a Cloud.

What is the 365 night sleep trial?

DreamCloud provides you with a full year, 365 nights to enjoy DreamCloud and decide if DreamCloud is right for you. Your 365 night trial begins 30 days after delivery of your new mattress. We do this because studies have found that it takes about 30 days for your body to adapt to a new mattress and we want to give you that time to get comfortable with your new DreamCloud before making a final decision. Once the first 30 days are up, your 365 night trial begins. If you decide for any reason during your 365 night trial period that DreamCloud is not your ideal mattress, we’ll remove the mattress from your home and refund your payment. Our risk free trial is 3 times longer than any other we have seen. Our finance customers also enjoy the benefits of our 365 night trial. Some exclusions apply.

What setup do you recommend for the DreamCloud?

DreamCloud will be the dreamiest, most comfortable mattress you have ever owned and is very easy to setup on a suitable basic frame or box spring. Please note DreamCloud is an extremely plush mattress, so make sure your frame can fit a 15” mattress. If you set your DreamCloud up properly, you will feel like you are floating on a bed of clouds every night. And if you need any help with setup, our White Glove Delivery option can help.

Do you offer financing?

Yes, DreamCloud customers are able to finance their purchase via Affirm. Explore Affirm option

When can I expect to receive my DreamCloud?

Your mattress will ship within 2-3 days of purchase. Delivery typically takes 2 - 5 business days once your mattress has shipped, and could be arriving via FedEx Ground delivery. With the White Glove Delivery Service, delivery times may be extended 2-3 days.

How does the DreamCloud feel?

DreamCloud is a premier hybrid mattress that combines soft cashmere, high density foams, and encased coils to bring you the best of all possible dream worlds. It feels like the perfect combination of plush, luxurious, comfort lovingly cradling your body into a blissful night of perfect sleep. Our customer reviews agree that DreamCloud is “like a dream” and DreamCloud sleepers often refer their friends and family to us, saying that it is the best mattress they’ve ever slept on. The best part? You don’t just have to take our word from it, you can book your 365-night trial period on DreamCloud today.

What is the Everlong Warranty?

We guarantee the construction, materials, quality and durability of DreamCloud for the original purchaser- for Everlong. If you own a DreamCloud and sleep on a DreamCloud we believe DreamCloud should be the only mattress you ever need. We back up DreamCloud’s quality in absolute terms, with no wishy washy legal speak, DreamCloud will last longer than you do if you treat DreamCloud right.

How do I return my DreamCloud?

It is rare for people to want to return their DreamCloud due to it being so plush and dreamy - there really is no place like DreamCloud - but when it happens, we make it easy. The DreamCloud Sleep Concierge will work with you to get the item donated or otherwise disposed-of through local organizations within your community. Refunds usually post back to your account in 2 to 3 business days. Just give us a call and a DreamCloud Sleep Concierge representative will walk you through the process.

THE DIFFERENCE

Don't I need to try the DreamCloud first?

While many people are under the impression that you need to test a mattress in a retail store, this is not accurate - nor the best way to shop for a mattress. We believe that 5 minute sleep tests at a retail store are not the best way to find a mattress you'll sleep on for 30% of your life over the next decade - or forever, with DreamCloud’s Everlong Warranty. Sleep studies show that it takes a body 4-6 weeks to adjust to a new mattress, which means that bouncing around in a store will not allow your body to determine what is the best mattress for you. Our 365 night sleep trial makes sure you can make sure DreamCloud is right for you, at no risk. The best part? You will be trying DreamCloud in the comfort of your home, and bringing the Plush Life to your bedroom - where a sleep trial and DreamCloud experience should be.

If DreamCloud is such a great hybrid mattress, why does it cost so much less than others?

By removing middlemen such as distributors and mattress retailers and by selling directly to you, we can offer you the best pricing possible. It’s crazy to pay thousands of dollars for a luxury quality mattress when you don’t have to. Choosing DreamCloud means choosing value for every dollar you spend.

What is the sleep trial?

The sleep trial is a period of time where you get to test out DreamCloud in your own home. You’re able to try it out for a full year to decide if it’s the mattress for you. If you decide for any reason that DreamCloud is not your ideal mattress, we’ll work with you to donate it or have it disposed-of locally and refund you 100% of your payment. DreamCloud has set the standard in the industry with a risk free trial that is 3 times longer than the average. Now that’s something that dreams are made of.

Where are DreamCloud mattresses shipped from?

DreamCloud typically ships to you in 2-3 business days from one of our distribution centers in the U.S.

How can you offer a Everlong Warranty while other companies only offer 10 or 15 years?

We believe that the best things should be built to last. DreamCloud is built of better quality materials, and on a stronger base than other mattress companies that offer only limited 10 or 15 year warranties. We know that investing in a mattress means that you are investing in a piece of furniture that you will spend ⅓ of your life sleeping on, which makes this one of the most important purchase decisions of your life. We understand this importance, which is why we’ve built DreamCloud to last as long as our customers want to use it. We guarantee the construction and materials of every DreamCloud for as long as you own it, and then some.

THE MATTRESS

What kind of material is DreamCloud made from?

DreamCloud is constructed from 15” of dreamy foam and supportive coils wrapped in the finest cashmere, with double tufted construction. Each plush, supportive DreamCloud EuroTop is hand anchored to a dense foam base by artisan stitchers using true double tufts, a stitch that adds everlasting durability and unmatched finish work. Inside, you’ll find layers of premium foam for plush core stability, high density super soft foam for contouring support and patented spring coils for a unique compression system.

Does DreamCloud sleep hot?

No - like a plush cloud of cooling comfort, DreamCloud sleeps cool. Unlike other hybrid or memory foam mattresses, DreamCloud has additional cooling technology to ensure you sleep cool. That’s possible due to a heat treated cotton pad that works to regulate temperature so you can count on sleeping cool on destination DreamCloud each and every night.

Can the DreamCloud be folded for transport?

DreamCloud is vacuum compressed with roller presses using over 10,000 lbs per square foot in the initial compression process. Because this is a process that can only be done with a machine, DreamCloud cannot be refolded once expanded in order to ensure the integrity of the mattress.

What does CertiPUR-US® certified mean?

When we say that DreamCloud’s foams are CertiPUR-US® Certified, we mean that these foams meet the rigorous CertiPUR-US® standards for emissions, content, performance, and durability. This seal means that DreamCloud foams are
Made without ozone depleters
Made without PBDEs, TDCPP or TCEP (“Tris”) flame retardants
Made without mercury, lead and 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)

How firm is the DreamCloud?

DreamCloud is plush but highly supportive. We rate DreamCloud at a 6.5 on a 1-10 scale, with 1 being a cloud and 10 being a rock. This is a standard sleep scale which places mattresses with optimal support for most sleepers between 6-8. DreamCloud is designed for perfect long term support with true top layer comfort achieved by our artisanal tufted top. We encourage you to try DreamCloud yourself to see if it is right for you. Of course if you are not fully satisfied we will always be happy to take DreamCloud back.

How is edge support on the DreamCloud?

One of the best components of a luxury hybrid is that you have added the support of coils, which means better edge control. In fact, this was a top consideration in our design process. We built DreamCloud to have consistent and firm support edge to edge. Unlike some spring mattresses which sag or low-quality foam mattresses that don’t hold their shape, DreamCloud withstands the test of time. With both spring coils and memory foam - you truly get the best of both worlds.

Will DreamCloud smell or “Off-Gas” when opened?

DreamCloud foams are exceptionally crafted with luxury quality materials, therefore off-gassing is limited or non-existent. If there is any faint opening smell of fresh foam this will dissipate quickly. The good news is that these smells come from new foams being vacuum packed and not from any chemicals. Any smell will quickly leave once DreamCloud is opened and breathing.

Is DreamCloud safe?

Yes. DreamCloud is completely safe to sleep on for you and your family. It is independently certified by CertiPUR-US, a 3rd party global rating standard, as well as five other rating groups. These certifications and ratings mean that DreamCloud is known to be free from harmful chemicals and gases as well as ozone depleters, PBDE flame retardants, heavy metals, formaldehyde, phthalates and Volatile Organic Compounds.

PAYMENT & SHIPPING

What forms of payment are accepted?

We accept American Express, Visa, Mastercard, and Discover and are happy to extend financing options via Affirm.

What is the shipping weight of the DreamCloud mattress?

DreamCloud weighs from 74 lbs (Twin XL) to 135 lbs (Cal King). It may be slightly heavier than other direct-to-consumer mattresses because it’s 15” of premium foams and top of the line coils. Because it is built with better, heavier and more durable materials, it weighs more and might take more care to set up but it’s all worth it once you’re experiencing what it’s like to sleep on a cloud.

Can you ship internationally?

We currently only ship to the United States.

How much does shipping cost?

Shipping is always free within the contiguous United States, whether to purchase or return a DreamCloud. There is an additional $150 charge when shipping to Hawaii and Alaska, but shipping does exclude other U.S. territories such as Guam and Puerto Rico.

Do you offer financing?

Yes, DreamCloud customers are able to finance their purchase via Affirm. Explore Affirm option

Will you remove my existing mattress?

We are happy to set up your new DreamCloud mattress and coordinate the removal of your existing mattress through our White Glove Service Option for only $149. An additional $20 mattress removal fee is an automatic fee for all orders unless ordering from California, Rhode Island, or Connecticut. These states have specific laws for recycling regardless of whether or not you choose the White Glove Service.

Will DreamCloud help me setup my mattress?

As mentioned previously, we are happy to set up your new DreamCloud mattress and coordinate the removal of your existing mattress through our White Glove Service Option for only $149.

Why is DreamCloud so much less than the mattresses sold in retail stores?

Mattresses sold in retail stores have distributors, middlemen, and storefront overhead costs. For each of these add-ons, the customer pays the markup. That’s why DreamCloud and the expensive mattresses in a store usually cost about the same amount to produce if they are using premium foams and hand tufting such as DreamCloud, however DreamCloud cuts out distributors and middlemen and sells online directly to you DreamCloud to you. The result? The best mattress at a better price.

I live in Alaska/Hawaii, can you ship to me?

Yes. We can ship to Alaska and Hawaii and we do every day. There is an additional shipping cost added during checkout.

RETURNS & EXCHANGES

What do I do with DreamCloud if I need to return DreamCloud?

Although it is very rare for someone to want to return DreamCloud, we will absolutely accommodate returns with our 365-night risk-free sleep trial. Our Sleep Concierge will figure out the most convenient way to remove your DreamCloud if it is not the perfect mattress for you.

Do you permit exchanges?

Yes, traditional exchanges are handled by returning the original mattress through our returns process. Call, web chat, or email our customer service team if there is a problem with your DreamCloud and we’ll work with you to coordinate a return or exchange. It’s up to you if you’d like to purchase your replacement before receiving the refund for your return.

Do I need to keep any of the packing materials?

You do not need to keep any of the packing materials once you receive your DreamCloud. If at any point you decide to return your DreamCloud, you do not need to worry about putting it back into its original packaging. Reach out to our Sleep Concierge team via E-mail and we will work with you to get your mattress donated or disposed of locally.

Do I pay for shipping?

Returns of your DreamCloud include free shipping, always.

DREAMCLOUD'S WARRANTY

The Everlong Warranty™

The best warranty in the business. Period. No small type or legal speak. If DreamCloud becomes damaged from normal use anytime during your ownership, we will replace your mattress at no charge. It doesn’t matter if it’s 100 years from now. We designed DreamCloud to outlast heavy long term use, just like quality products should.

What if the mattress compresses and forms impressions?

DreamCloud’s Everlong Warranty has you covered. If impressions are 1.5” or more we will replace DreamCloud.

Can I get a replacement cover?

We don’t currently offer replacement covers for sale, however, that is something we are working on in the future.

How can you offer a Everlong Warranty while other companies only offer 10 or 15 years?

DreamCloud is constructed properly and we spend more on quality products and construction. We can afford to spend more on quality because we have no middlemen and no distributors demanding outsized share of the price of a DreamCloud. Our goals are really simple – a better mattress for the best price and we never cut corners to do so. Try DreamCloud risk free for a full year and see for yourself. Welcome to the Plush Life. Explore our Everlong Warranty further

FINANCING WITH AFFIRM

What is Affirm?

Affirm is a financing alternative to credit cards and other credit payment products. Affirm offers real-time financing for purchases online. With Affirm, you can buy and receive your purchase now, and pay for it in fixed monthly installments from 3 to 24 months. For example, instead of $1,500 up front, pay only $63 a month at 0% APR over 24 months. A down payment may be required.

Why buy with Affirm?

Here is what Affirm offers:

• Buy and receive your purchase now, and pay for it over time. This allows you to split up the price of your purchase into fixed payment amounts that fit your monthly budget.

• If Affirm approves you for a loan, Affirm discloses your loan terms before you make your purchase. You’ll know exactly how much you’ll owe each month, the number of payments you must make, and the total amount of interest you’ll be paying over the course of the loan. Affirm does not charge hidden fees.

• The application process is secure and in real-time. Affirm asks you for a few pieces of information. After you provide this information, Affirm will notify you of the loan amount you’re approved for, the interest rate, and the number of months you will have to pay off your loan, all within seconds.

• You don’t need to have a credit card to make a purchase. Affirm lends to its partners directly on your behalf.

• Affirm bases its loan decision not only on your credit score, but also on several other data points about you. You may be eligible for Affirm financing even if you don’t have an extensive credit history.

• Affirm will send you email and SMS reminders in advance of your upcoming payment. You can also enable “Autopay” to schedule automatic monthly payments on your loan.

How does Affirm work?

Here are the steps in the Affirm loan application process:

1. Select to pay with Affirm at checkout.

2. Affirm will prompt you to enter a few pieces of information – your name, email, mobile phone number, date of birth, and the last four digits of your social security number. Please ensure that all of this information is your own and is consistent information otherwise you may experience difficulty with your checkout.

3. To ensure that you’re the person making the purchase, Affirm will send a text message to your cell phone with a unique authorization code.

4. Enter the authorization code into the application form.

5. Within a few seconds, Affirm will notify you of the loan amount you’re approved for, the interest rate, and the number of months you will have to pay off your loan. You will have the option to choose to pay off your loan over time. Affirm will also state the amount of your fixed, monthly payments and the total amount of interest you’ll pay over the course of the loan.

6. If you would like to accept Affirm’s financing offer, click “Confirm Loan” and you’re done.

Going forward, you’ll get monthly email and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment will be due 30 days from the date we the merchant completes processing your order.

How does Affirm approve borrowers for loans?

Affirm will ask you for a few pieces of personal information – your name, email, mobile phone number, date of birth, and the last four digits of your social security number. Affirm uses this information to verify your identity, and to make an instant loan decision. Affirm will base its loan decision not only on your credit score, but also on several other data points about you. This means you may be able to obtain financing from Affirm even if don’t have an extensive credit history.

Does Affirm perform a credit check?

Yes, when you first create an Affirm account, Affirm performs a ‘soft’ credit check to help verify your identity and determine your eligibility for financing. This ‘soft’ credit check will not affect your credit score.

Why was I denied financing by Affirm?

Please contact Affirm via email at help@affirm.com, Affirm will notify you of the reason(s) for the decision via email.

How do I make my payments?

Before each payment is due, Affirm will send you reminders via email and SMS that will include the installment amount that is coming due and the due date. You can also sign up for autopay so you don’t risk missing a payment.
Please follow these steps to make a payment:

1. Go to www.affirm.com/account

2 .You will be prompted to enter in your mobile number where you will be sent a personalized security pin.

3 .Enter this security pin into the form on the next page and click “Sign In.”

4 .You’ll now see a list of your loans and payments coming due. Click on the loan payment you would like to make.

5 .You can make a payment utilizing a debit card or ACH bank transfer.

Are there any interest or fees associated with Affirm loans (late fees)?

Affirm loans vary between 0% APR and 30% APR simple interest. The corresponding finance charge is the only fee associated with an Affirm loan. Affirm does not charge late fees, service fees, prepayment fees, APR penalties or any other hidden fees for a late payment. They strive to always be more transparent and fair than any other form of financing.

Dreamiest. Sleep. Ever.

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