Frequently Asked Questions

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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

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

The 10-year warranty begins as soon as you receive your Emma 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.

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.

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.

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

• The Pillows have a warranty period of 2 years. 
• The Accessories have a warranty period of 2 years.

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.

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!

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

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.

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

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

Because some our products foams have the CertiPUR-US® certification, you can be sure that there are no harmful flame retardants found in our Emma products that have been identified by the Globally Harmonized System (GHS), a global standard by the United Nations for harmful chemicals.

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.

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.

After purchasing your Emma product, please reach out to our Customer Care agents from 6 AM - 9 PM EST 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.

If you would like to cancel your order, our Customer Care agents will be happy to help you. 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.

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.

Shipping and return costs are free for all our products. However, if you select the scheduled delivery with in-home setup, there is a small fee added to the order total.

Additional fees or exclusions may apply to the Canadian Territories.

The Emma Mattress will be vacuum packed in a 17’’ x 17’’ x 44’’ box. We ship throughout Canada directly to your front door using our logistics carriers.

Orders from Ontario take approximately 2-4 days while orders from the rest of Canada take approximately 4-8 days. We also have the option to deliver your order on your preferred schedule. To view your estimated delivery, you may view it in your account on the website under “order.” You may also use the tracking number sent to your email to track your order.

Should you have any concerns, 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.

Each Emma product will be sent separately. You will receive a tracking number and confirmation email for each parcel.

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.

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.

Please do note that we cannot assure an exact delivery date, but we will do our best to have your Emma products delivered within the range of your preferred dates. You may also choose our scheduled delivery with in-home setup to have your order delivered on your preferred date.

The scheduled delivery with in-home setup option is currently only available in selected areas of Ontario. Rest assured that we are working hard to expand our serviceable areas. We will make sure to update our customers and website when it's available to other areas.

Our logistics partner will send you an email after your purchase. Simply reply with your preferred date and time of delivery within 24-48 hours upon receipt of the email so we can book and prepare your orders for shipping.