Customer Service

Kingsdown offers over 150 different sleep solutions and we know selecting your new mattress is an important decision.  Take the guesswork out of mattress shopping! 

Our advanced process is designed to gather your unique physical data - such as height, weight distribution and pressure points - and determine the best mattress for your body.  Please use our bedMATCH diagnostic tool to determine what type of Kingsdown is best for you https://kingsdown.com/bedmatch/

Once you have your color (Gold, Green, Red or Blue) we can assist you in finding the best new model to replace your discontinued mattress. 

Each Kingsdown mattress is hand crafted and takes 5-10 business days to create. Once your mattress has been finished, your new mattress will ship to a local final delivery center. Once it is received by the final delivery center, they will contact you to arrange an appointment that is convenient for you. Orders typically take 2-3 weeks to deliver from the time they are placed to the time they are delivered, but we are unable to guarantee a delivery date.

PureCare bedding accessories will deliver to your home in 3-5 business days. If you ordered a PureCare item with your new Kingsdown mattress, your new PureCare item will be delivered before your new Kingsdown mattress. These items ship separately. 

Mattresses:
Each Kingsdown mattress is hand crafted and takes 5-10 business days to create. Once your mattress has been finished, your new mattress will ship to a local final delivery center. Tracking will be emailed to you once your mattress is received by the final delivery center. If it has been over 12 business days since you placed your order please reach out to us and a member of our team will be happy to provide an update.

Accessories
All of our sleep accessories are ready to ship within 5 business days. Tracking will be emailed to you as soon as it is available. If it has been over 5 business days since you placed your order please reach out to us and a member of our team will be happy to provide an update.

While our online assortment features mattresses that fits every sleep profile, we realize you may be looking for something else. Please use our Retail Locator and enter your zip code to find the nearest authorized retailer near you Find a Retailer – Kingsdown Mattress

Our online assortment is only available through our website and select online partners. While we cannot offer the ability to try a mattress in a retail store, we’re certain you’ll love your new mattress. 

We are proud to offer a 100-night sleep trial for all mattresses sold on https://kingsdownmattress.com/ .  If you’re not completely satisfied, you may exchange or return your mattress within 100 calendar days, from the date of delivery, free of charge. To qualify for this offer, all mattresses must be clean and undamaged.  Damage includes, but is not limited to: stained fabrics, punctures, rips, tears, abrasions or burns.  The 100-night sleep trial is only valid on mattresses and is limited to one exchange.  Offer not available on foundations, pillows, sheets or mattress protectors.  

• If you would like to register your new Kingsdown or download a copy of your warranty please visit our Customer Care information Register Your Products 
• All inquiries and questions regarding your Kingsdown warranty will be handled directly by our Warranty Support Team:For US customers: Tuesday - Friday at warranty@kingsdown.com or if you prefer to call, they are available between the hours of 10:00 am - 2:00 pm EST at 1-800-800-1353

We want to be sure that you love the products that you have chosen.  That's why we offer refunds within 30 days of receiving the product.  All refunds are issued at the time we receive the product back to our warehouse and it is inspected to ensure that all returned items are accurate and in the condition described.  You will receive your refund in 5-7 business days.  You will be charges a $15 restocking fee per item will apply. To start the return process, contact our Online Customer Support team by emailing online@kingsdown.com

Currently we only ship our online assortment within the United States.  Shipping is only available to the contiguous U.S., with the following exclusions: Connecticut, Rhode Island, Alaska and Hawaii.

White Glove Service includes transportation and mattress delivery to the room of your choice.  Standard service does not include removal of existing mattress but may be added for an additional fee of $79.  Due to mandated restrictions, we are unable to offer in-home set ups in some cities and states. Our premium white glove service agents will contact you directly to arrange factory-direct shipping to your home.  A certified, professional team will arrive with your new sleep set, and you’ll enjoy the superior service that you deserve and expect from Kingsdown.

Yes! Kingsdown is proud to offer an extensive collections of Innerspring, Foam and Hybrid mattresses that are compatible with adjustable bases. 

Yes! All of the foams are tested with rigorous standards for content, emissions and durability, and analyzed by independent accredited testing laboratories to verify low VOC emissions for indoor air quality.  Made without formaldehyde, ozone depletes, and phthalates. Regulated by the Consumer Product Safety Commission. 

We do not recommend it because the surface on the underside of a one-sided mattress was not designed for sleeping. Sleeping on the underside of the mattress should not cause structural damage to the mattress but you may experience body impressions.

Body impressions up to 1.5” are considered normal and desirable in luxury mattresses. Our mattresses are designed to conform to your body over time while still delivering correct postural support.
To quote the Better Sleep Council on body impressions: “Many of today’s top-quality mattresses use extra-plush foams and fibers to create comfort layers designed to cradle your body and relieve pressure. In the first few weeks you sleep on a new mattress with extra comfort layers, you will likely notice some body impressions on the surface. These impressions are normal. They indicate that the comfort layers are conforming to your body as they are supposed to do, and shouldn’t be considered a sign that something is wrong with your new mattress.”
Please refer to your Mattress Care and Warranty booklet for any rotation instructions that may apply to your Kingsdown mattress.

Materials in your sleep system will settle most within the first weeks of ownership. You should expect some degree of body signature, but deeper impressions should not occur. If they do, please contact the dealer where you originally purchased your sleep system.

The foam that is used in the manufacturing process can produce off-gassing but this should dissipate within a week. This only occurs when the mattress comes straight through production and is sent directly to the customer. Kingsdown does not warehouse inventory, our beds are produced as they are ordered from our retail partners. We recommend airing the mattress out for a few days. If the odor persists, please contact the retailer where you originally purchased your sleep set.

Mattresses wear out on different timetables due to numerous factors such as how the mattress is used (guest room, master bedroom, doubled as a trampoline for the kids, etc.), whether it’s cared for properly and the quality of the mattress itself. Another important consideration is how your personal comfort preferences or lifestyle and body might change over the years. We encourage you to assess your mattress after eight years and, depending on use, care, and your answers to the questions below, consider a replacement:

Are you sleeping better or worse than you did a year ago?
Are you waking up feeling stiff and sore?
Does your mattress have visible signs of wear and tear?
Would a new mattress improve your sleep?

The industry standard is to replace your sleep system every 8-10 years.

We highly recommend purchasing a new box spring with your new Kingsdown mattress. Our mattresses and box springs are made to work together as a cohesive unit. When a new mattress is placed on an old box spring, the old box spring does not allow the mattress to perform to its design capabilities for pressure relief and postural support.

The recommendation is to rotate after the first month of ownership and then four times per year, as the seasons change. Rotating your mattress allows the cushioning and insulation materials to be evenly and properly distributed, providing maximum comfort and longevity. Not all Kingsdown sleep systems require rotation; please refer to your Mattress Care and Warranty booklet for further details.

It’s always a good idea to measure where your new mattress will strike your headboard. However, all quality mattresses are thicker and plusher today to allow for pressure relief and a better night’s sleep. Studies have shown that pressure is the biggest sleep thief at night. If your mattress is cutting off proper circulation and creating pressure points, you will awaken with aches and pain from tossing and turning. Have you ever noticed that your arm was numb or that you hip was still asleep even after you awoke? That’s a good indication that your mattress isn’t supporting or conforming to you properly.

The last thing you want to give up is the comfort and support of your Kingsdown mattress. There are several possible solutions to making your new Kingsdown mattress work:
Use a low profile bed frame that is designed to lower your sleep system approximately 4”
Consider using an extra-low profile box spring
Talk with your sleep professional in the store and he or she may have other solutions they can suggest

We have had some questions regarding heat. Different body chemistries react differently. Our sleep systems can generate some heat but this is due to the fact that our systems conform to your body and you tend to sleep longer in one position without adjustment, which is what you want. We suggest that you purchase a 100% cotton mattress pad or a thermally sensitive pad that will help wick away moisture. Using lighter weight bed linens is helpful as well.

The first thing you should consider after buying a new bed is purchasing new sleeping pillows. This is the most important accessory to your new sleep system, and the smaller the better! A queen or king size pillow, though it may look nice when the bed is made up, is too large of a pillow for most people to sleep with. A big fluffy pillow, in conjunction with your conforming sleep surface, can cause improper postural alignment. We recommend a pillow that supports your neck and head in a natural way, keeping your spine aligned. When you buy a new mattress, give yourself two to three weeks to allow the bed to start conforming to your body, and to allow your body to adjust to proper postural support.

New sleep technology, combined with new foams and fibers, means you no longer have to suffer on a hard, uncomfortable mattress. Kingsdown mattresses support your body properly while also providing a comfortable sleep surface that relieves pressure points.

Motion separation foam is an enhancement to our wrapped coil innerspring systems. It separates the mattress into sleep zones where one doesn’t influence the other. This is especially good at preventing active sleepers from disturbing their partner.

Always carry a mattress flat on its side. It’s easier to handle and less likely to get damaged. If you’re going to be dragging the mattress or moving it from location to location, be sure to wrap your mattress in plastic to prevent dirt and damage. When carrying a mattress through a doorway try to not bend the mattress. Most mattresses can be gently flexed through doorways.

A mattress pad and proper bed frame are the best ways to protect your mattress. Keep it free and clear of any liquids. Read our Warranty for more information.

You will need to make sure that your frame has an extra center support in the middle, with a center leg resting firmly on the floor. This support will help prevent the mattress from bowing and sagging. A center support is required to comply with the warranty.

This is a common characteristic of any king size mattress when there is non-conformity between the two sleep positions.  This is referred to as a king ridge or king crown, and is not a defect of the product. We recommend changing your sleep position to the center of the mattress occasionally to help minimize this occurrence.

Approved Kingsdown dealers set their own retail prices and some of them have pricing online. Please check our retailer locator for a store near you.

Kingsdown offers over 150 different sleep solutions and we know selecting your new mattress is an important decision. Take the guesswork out of mattress shopping!
Our advanced process is designed to gather your unique physical data - such as height, weight distribution and pressure points - and determine the best mattress for your body. Please use our bedMATCH diagnostic tool to determine what type of Kingsdown is best for you https://kingsdown.com/bedmatch/
Once you have your color (Gold, Green, Red or Blue) we can assist you in finding the best new model to replace your discontinued mattress.

When it comes to mattresses, there is no “one-size-fits-all” solution. We are all built differently and have different comfort preferences, so why would the same mattress be “best” for all of us? To determine the mattress that’s best for you, we recommend using our proprietary diagnostic system, bedMATCH™. All Kingsdown mattress are crafted with care by employee-owners, and tested for quality and accurate postural support before they leave our facility.

• If you would like to register your new Kingsdown or download a copy of your warranty please visit our Customer Care information Register Your Products
• All inquiries and questions regarding your Kingsdown warranty will be handled directly by our Warranty Support Team:

The following examples show different types that are compliant with your warranty:

The specific model that you purchase determines your sleep system’s warranty.
Download US Warranty
Download Canadian Warranty
Contact Consumer Relations at 1-800-800-1353, Tuesday-Friday from 10:00am-2:00pm EST.