THIS IS A RESOURCEFUL PLACE
We strive to be both knowledgeable & informative when it comes to our products. If you're looking for help with a product registration, have a general product question, or simply want to learn more about our wonderful technologies, we are here to assist.
It is no longer necessary to register your product in order to file a warranty claim, simply retain your sales receipt. Providing a copy of your sales receipt is, and always has been, a requirement when filing a warranty claim. (Hint: we suggest you make a photocopy of your sales receipt since they tend to fade over time).
FREQUENTLY ASKED QUESTIONS
Can memory foam be washed and/or dried in a machine?
Since memory foam is like a sponge, it will soak up any liquid that it comes in contact with. We only recommend spot cleaning the memory foam product with a mixture of mild detergent and water. Be gentle when applying any sort of pressure or friction to the memory foam during the spot cleaning. Do not use excess solution and blot the area with a dry towel and some pressure. Do not cover the memory foam with any bedding for several hours to ensure that it is completely dry. Memory foam should never be dried in a dryer. It should be air-dried only. Putting memory foam in your washer or dryer could cause damage to the machines.
Can my cover be washed and/or dried in a machine?
If your memory foam product came with a cover, refer to the care tag that is sewn into the cover, usually near the law tag, or care instructions printed on the packaging or insert. The care instructions will provide you with washing instructions. If your cover does not have a care tag, then it is not machine washable or dryable and should be spot cleaned only with a mixture of mild detergent and water and air-dried.
Should my memory foam product have an odor or smell?
The “fresh foam odor” that you may experience upon opening a product could be strong since the product was packaged in plastic and the memory foam has open cell technology. This odor is non-toxic and not harmful in any way, however, it can be offensive if you have an acute sense of smell. We suggest removing the product from its cover (if applicable) to allow for a natural flow of air to pass through the foam. Applying pressure or fluffing the product will break any tiny air bubbles (from the open cell technology) that contain odor. To help dissipate the odor, you can spritz the product with a fabric refresher, such as Febreze®. Repeat a few times and always let the product fully dry before covering it. If the cover can be laundered (please follow care instructions sewn into the cover or printed on the packaging or insert), we suggest doing this before putting it back on the product. To freshen your pillows up, we suggest spritzing them with the fabric refresher periodically as needed.
What is “off-gassing”?
The term “off-gassing” can be very alarming when you don’t know what your memory foam is made of. Our foam is certified by CertiPUR-US® and is made without ozone depleting substances, free of formaldehyde additive, mercury, lead, heavy metals, phthalates, flame retardants (PBDEs, TDCPP, TCEP (“Tris”), and has low VOC (Volatile Organic Compound) emissions. Our manufacturing facilities in China conform to US EPA regulations. Please visit the CertiPUR-US® website (http://certipur.us/) for additional information.
I sleep hot! Will I feel a difference with a “cooling gel” product?
Sleep temperature, in general, is very subjective to the individual. Some people feel no difference in body temperature when sleeping on memory foam, others do. This includes gel memory foam products as well.
Can I use an electric heat source with my product?
Your body heat is the right temperature to soften the memory foam to a comfortable position. Adding the use of an electric blanket, mattress pad, etc. will further soften the memory foam which could alter its performance. Therefore, we do not recommend the use of any additional heat source on a memory foam product as it may affect the performance of the memory foam which may result in voiding your warranty.
Can I roll and/or fold my mattress topper for storage?
Our toppers are designed to lay flat on a mattress and not designed to withhold repeated rolling and/or folding for storage. The only rolling and/or folding that the topper should experience is during the manufacturing process and this is done by precise machinery. If you roll and/or fold your topper, you may cause pressure points that may result in the foam cracking or tearing. This will void your warranty.
Which side of a reversible mattress topper do I sleep on?
A reversible topper offers a soft layer of memory foam as well as a supportive layer of memory foam. The two layers will vary in foam type, foam grade and may even be different thicknesses. The two layers will be fused together to allow the consumer to flip the topper and decide which layer is the more comfortable to sleep on. There is no “right side” to sleep on this style of topper. It is your comfort preference. Since comfort is very subjective to the user, we recommend sleeping on either side for a night or two to help you decide which side is more comfortable for you to sleep on and take it from there.
Can I use a mattress topper on a sofa bed, roll-away bed, RV or boat mattress?
Our mattress toppers were designed for being used on a flat mattress. Using a topper on a sofa bed, roll-away bed, foldable RV or boat mattress may damage the topper as the topper will be folded unnaturally for long periods of time. This may cause the foam to crack and will void your warranty. You may use the topper on these types of mattresses only if they remain in a flat position at all times.
I’m moving. How can I transport my mattress topper or mattress?
If you need to transport your topper or mattress because you are moving, cover the topper in a sheet and loosely roll it. The sheet will protect the foam from sticking together. Do not tie the topper as twine or rope may cut into it when it’s being lifted. We also suggest encasing the rolled topper or mattress in plastic to protect it from dirt during transportation. Do not keep the topper rolled for a long period as this may damage it and void your warranty.
Can I cut my mattress topper to fit my mattress?
Altering or cutting a topper to fit an unusual size mattress, such as an RV or boat mattress, will void your warranty. For safety reasons, we do not recommend that you cut the foam.
I purchased my memory foam product 3 years ago and just purchased the same product but it doesn’t feel the same even though the name is the same…why?
There are several different reasons for this. When memory foam is manufactured, there are various elements that can have an effect on the final product from the high or low percentage of humidity to the extreme heat or cold. The first item you purchased may have been produced in the summer with high humidity while the second in the winter in extreme cold. Although the chemistry is modified somewhat to address these elements, it is not a perfect science.
Additionally, the retailer could have requested some modifications to the actual memory foam while keeping the appearance of the product and the packaging the same.
Can I purchase product directly from Sinomax USA?
Currently, we do not sell direct to the consumer. Please check our website periodically for updates on this.
Where can I purchase extra covers for my pillows or mattress topper?
We recommend searching the internet to purchase extra covers for your memory foam products as we do not sell covers directly to the consumer.
Why is my mattress topper cut smaller than my mattress?
Some retailers choose to purchase and sell toppers that are smaller in size than the standard mattress measurements for various reasons. This is not a manufacturing defect. Please read the actual dimensions printed on the topper box, not just the description of the size: twin, full, queen, king or cal king and know the dimensions of your mattress before you purchase a topper. All sizes we manufacture fall within industry standards.
Can you refund my product purchase?
Our limited warranties cover manufacturing defects only and do not cover things like sleeping comfort, buyer’s remorse, permanent body impressions, etc. You may email us to request a copy of the warranty at firstname.lastname@example.org. We suggest you contact the place of purchase to inquire about their returns policy. Sinomax USA has no influence over any retailers returns policy nor do we provide refunds to the consumer.
Warranty Replacements: Are substitutions permissible?
If a warranty claim is submitted on a product that is no longer being manufactured and we do not have any inventory available of that product on-hand, we reserve the right to substitute the replacement for a product comparable to the original in value and quality. If a substitution is necessary, we will advise you of such. We strive to make the best possible selection based on your original purchase.
If we determine that we do not currently have a replacement that is comparable in both value and quality, we will upgrade the replacement at no cost to you.
My product has a manufacturing defect…what should I do?
If you feel that your product has a manufacturing defect, please contact us. We have a Consumer Care Center that can handle your warranty claim. The hours of operation are Monday – Friday, 9am – 5pm (CST), excluding holidays. Our prompts will ask specific questions to get you to the right agent. If you call us before or after business hours, during a holiday or any other time that we may be closed for any other reason, you may leave a voice mail message with your full name, telephone number, the product you are calling about along with the issue. We will return your call within 24 business hours. Our contact information is listed above our Frequently Asked Questions section on our website.
Please Note: You must provide us with a copy of your sales receipt (or .com email receipt or packing slip) that shows the date of purchase as well as photos showing the defect you are claiming. Once we receive your documents, we will review your claim to validate your claim. If approved, we will proceed with your claim. You will receive an email with the tracking number once your replacement ships. Please allow at least 24 hours for the tracking to show movement on the carrier’s website. If your claim is not approved, we will provide you with the reasons substantiating why.