Top Questions Asked

How do I track my order?

After purchasing your Emma product, please wait for a confirmation email containing your product tracking number and instructions to track your order. Orders from Ontario take approximately 2-4 days while orders from the rest of Canada take approximately 4-8 days through our logistics carriers (e.g. Bolt Logistics, Canpar).

Should you have any concerns, please contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday, through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How do I contact customer service?

We’re always ready to help and appreciate feedback of any kind. If you would like to contact us, please contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
What makes the Emma Original Mattress special?

The Emma Original, with over 75 product awards, is composed of five layers. Its AIRGOCELL® foam technology dissipates sweat and absorbs heat so that you sleep cool and comfortable. Its HALO® Memory Foam has 3 zones that adapt to your body shape and has motion isolation technology so that you get better pressure relief and uninterrupted sleep. Its HRX® Supreme Foam has 5 adaptive cutouts that distribute your body weight evenly so that you get full body support.

How is the Emma Original Mattress constructed?

The Emma Original Mattress consists of 5 different layers:

  • The Plush Emma UltraDry® Original Cover with its temperature-regulating technology allows for a breathable cover and makes mattress maintenance easy.
  • The AIRGOCELL® foam has an open-pore cell structure and enables pleasant air circulation while keeping you cool, even on warm nights
  • Motion-isolating HALO® Memory foam uses 3-zone support to balance out pressure points that will help you get a better night's sleep.
  • The Emma HRX Supreme® Foam is engineered to last for years and serves as the foundational support of the mattress.
  • Emma Edge Support provides a reinforced perimeter that not only helps prevent restless and active sleepers from falling off at night but also helps all sleepers easily sit up in the morning.
How firm is the Emma Original Mattress?

The Emma Original Mattress is considered ‘Medium Firm. To help you out, imagine sleeping in cloudy comfort where we’re soft enough to feel comfortable and cozy while having that firmness to support your body as if someone was cuddling you to sleep.

What are the sizes available for the Emma Original Mattress?

Our Emma Original Mattress comes in 6 sizes– find one that suits you!

  • Twin: 39” x 75” x 10’’ (35 lbs) - Best for children, teens, or anyone under six feet tall.
  • Twin XL: 39” x 80” x 10’’ (37 lbs) - Best for growing children and/or teens.
  • Full: 54” x 75” x 10’’ (48 lbs) - Best for individuals or couples looking for something compact yet 
  • Queen: 60” x 80” x 10’’ (58 lbs) - Best for individuals or couples who want extra space.
  • King: 76” x 80” x 10’’ (72 lbs) - Best for families who sleep together.
  • California King: 72” x 84” x 10’’ (72 lbs) - Best for maximized space and comfort for your family and even pets.

If you’re still undecided on what size to get, we’d be more than willing to help you out. You may reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How do I change/edit my order?

After purchasing your Emma product, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels with your respective information (e.g. address changes, mattress size changes, payment changes, cancellation, or delivery date changes):

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How does the 365-night trial phase work?

We’re glad you asked! When choosing a mattress, it is important to give it a try and decide if everything is right for you. Our risk-free 365-night trial means that you get 365 nights to relax into your Emma mattress and experience the benefits of a good night’s sleep in order to make that decision. We encourage and require a trial period of 21 nights on your mattress so that you and your body can get suited to your Emma mattress.
If you choose to return your mattress within the trial period, please reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Can you explain the Emma Original Mattress 10-year Warranty?

We got your back 100%. The 10-year warranty begins as soon as you receive your Emma Original mattress and covers damages made by factory defects and/or faulty materials. For more information please check our terms and conditions.

Suppose you have received a defective mattress upon delivery. In that case, you may reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Trial & Guarantee

How does the 365-night trial phase work?

How does the 365-night trial phase work?

We’re glad you asked! When choosing a mattress, it is important to give it a try and decide if everything is right for you. Our risk-free 365 night trial means that you get 365 nights to relax into your Emma mattress and experience the benefits of a good night’s sleep in order to make that decision. We encourage and require a trial period of 21 nights on your mattress so that you and your body can get suited to your Emma mattress.

If you choose to return your mattress within the trial period, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Note that the 365-night trial is only applicable to purchases after July 7, 2022. All purchases before this date are subject to the previous 200-night trial.

Should I test a mattress first in person before purchasing?

You don’t need to. We believe that our mattresses provide an exceptional and comfortable sleep experience without pushy sales tactics and high prices. We offer a 365-night trial so that you can experience Emma in the comfort of your own home without the need to go in-store.

When does the 365-night trial start?

The 365-night trial starts on the day that you receive your product. From then, you have 365 nights to try out your mattress

How can I return my mattress within the trial time?

To return your mattress, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
What condition can I return the mattress in?

Products must be in donable condition to be eligible for return (e.g., no stains, tears or other soiling including odors). To know more information, you may view our terms & conditions (Article VIII) here. Should you have any questions, please reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Does the mattress need to stay in its plastic during the trial?

No, it doesn’t. You can enjoy the Emma Original mattress as you normally would any mattress.

Is the 365-Night trial applicable for all products?

All Emma Mattresses have a 365-night trial while other Emma products have a 60-Night trial.

When does the 10-year warranty start?

The warranty begins as soon as you receive your Emma mattress.

Can you explain the Emma Original Mattress 10-year Warranty?

The 10-year warranty begins as soon as you receive your Emma Original mattress and covers damages made by factory defects and/or faulty materials. For more information please check our terms and conditions.

 Suppose you have received a defective mattress upon delivery. In that case, you may reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
I received a defective mattress, what do I do?

We sincerely apologize for the inconvenience we have brought to you. We would love to replace your mattress, free of charge (Note: Terms & Conditions apply). With that, please reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Rest assured, we will attend to this as soon as possible.

Do you have a trial period for other Emma products?

All our products besides mattresses have a 60-night trial period. This means you can have 60 nights to relax and sleep on your new Emma products.

Do the other products have a warranty period?

We offer various warranty periods in case that you receive a defective product. Our warranty periods are as follows:

  • The Original Foam Pillow has a warranty period of 2 years. 
  • The Breathable Mattress Protector has a warranty period of 2 years.
  • The Upholstered Bed Frame has a warranty period of 1 year.

Purchasing Your Emma

What if my discount doesn't work?

If you experience an error when inputting your discount code, you may reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Can I use more than one discount code?

Unfortunately, we can only accommodate the use of one discount code per transaction (i.e. no stacking of discount codes). Although, if you subscribe to our newsletter, you may just get another discount code for your next purchase!

Can I order by phone?

We do not take orders via phone, but our Emma Canada website is convenient and quick. Visit us here: www.emma-sleep.ca.

What payment methods do you offer?

Shopify Payments (any Credit / Debit Card): 
You can pay securely on our website with all major credit or debit cards (Visa, MasterCard, American Express, and Discover). Rest assured, Your credit card data is encrypted via a safe SSL method. 

PayPal:
You can pay using PayPal for all your orders on our website.

Affirm: 
If you choose to pay by installment (i.e. Buy Now, Pay Later), you may pay using Affirm. For more information, see our FAQs on Affirm here. 

Awards & Certifications

What does it mean when products are OEKO-Tex® 100 Certified?

If a product is OEKO-Tex® 100 Certified, you can be assured that every component of this product (i.e. every thread, foam, etc) has been tested for harmful substances and is therefore harmless for human health. You can be assured that Emma products are of top-quality for your safety. For more information, visit the link here.

What does it mean to be certified for Class 1?

Emma Products are OEKO-Tex® 100 Certified Class 1 (16.0.93305) of OEKO-Tex Standard 100. This means that our products are safe for even babies and toddlers (i.e. protection against allergens, etc.). To check for certification, view the label check and enter our label number: 16.0.93305.

How are products tested to be OEKO-Tex® 100 Certified?

OEKO-Tex® 100 has their own independent testing institutes where they conduct their own extensive testing methodologies. For more information, view the link here.

What does it mean when a product is CertiPUR-US® certified?

It means that our mattress foams are made without toxic materials (e.g. formaldehyde, phthalates, flame retardants, and heavy metals). All Certipur-US certified products are rigorously tested and meet strict safety standards. For more information, see here

Why is the CertiPUR-US® certification important?

The CertiPUR-US® certification is important to give you the assurance that our mattress foams are made without toxic materials (e.g. formaldehyde, phthalates, flame retardants, and heavy metals). This means that our Emma Original is safer for you and your family. For more information, see here

If the foam is certified, does that mean it was made without flame retardants?