Product Questions

General Mattress Questions

Do you offer a sleep trial on the Mattress?
Why do mattresses in retail stores cost much more than the HIBR mattress?
Do you have a retail store or somewhere I can try the mattress?
What makes the HIBR Mattress unique?

General Pillow Questions

What’s the difference between the 3 shapes?
Do HIBR pillows come with a pillow cover?
How do I care for my pillow?
When I opened the box, my pillow was flat! What’s wrong with it?
Do you offer a warranty for your pillow or pillow case?
Do you offer a satisfaction guarantee?

Mattress Construction & Specifications

What materials are used to make the HIBR Mattress?
Does the mattress have an odor?
Does the HIBR Mattress transfer movement?
What sizes are available?
What are the dimensions and weights of the mattresses?
What is the weight capacity of the HIBR mattress?

Mattress Compatibility

Do I need a boxspring for my HIBR Mattress?
Will the HIBR mattress work on an adjustable bed frame?
Can I use the HIBR mattress on a sofa bed?
What kind of sheets will fit my HIBR mattress?
Can I use a heating pad on my HIBR Mattress?

Safety & Certifications

What safety tests have been conducted on the HIBR mattress?
Do you use a flame retardant?
What is CertiPUR-US?

Unboxing

How do I open my HIBR mattress?
How long does it take to reach its normal size once I take it out of the box?
How long can I keep the mattress in the box?

Mattress Warranty

What does the mattress warranty cover?
How do I use the warranty if I think my mattress is defective?

How To’s

How can I clean my HIBR mattress cover?
Do I need to let my mattress air out?
Do I need to flip or rotate my mattress?

Order Questions

What is the cost of your Mattress and Pillows?
How long will it take my order to arrive?
Will you send an order confirmation email?
I didn’t receive a confirmation email. Did my order go through?
Will I receive a tracking number for my order?
Can I order by telephone?
How can I cancel my order?

Payment Questions

What forms of payment do you accept?
What is the recycling fee for?

Shipping & Delivery Questions

Where do you ship?
Do you ship internationally or to Alaska and Hawaii?
Do you offer free shipping?
Do you have an option for expedited shipping?

Mattress Shipping

When will my mattress be shipped?
Can I specify instructions for delivery?
Can I choose a delivery date?
My tracking says my mattress was delivered but I have not received it. What’s going on?
Why isn't my order status being updated?
Instead of having it shipped, can I just pick up my mattress?
What are the dimensions of your shipping box?

Pillow Shipping

When will my pillow be shipped?
How will my pillows be shipped?

Return & Refund Questions

What is your return policy?
What if I don’t like the pillow shape I bought?
What if I bought the wrong size mattress?
How can I return my mattress?
If I decide to return my mattress, who will come to remove it?
What do you do with products that are returned?
Does the mattress have to be shipped back in the original box?
How long will it take for me to get my refund?
What is the return process if I ordered through Amazon?

Additionally…

How do you pronounce your name?
Where are HIBR products made?