After purchasing your Emma product, please wait for a confirmation email containing your product tracking number and instructions to track your order.

If you have any concerns, please contact our Customer Care agents from 10AM to 8PM EST, Monday-Friday, through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

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 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

After purchasing your Emma product, please reach out to our Customer Care agents from 10AM to 8PM EST, Monday-Friday through our available channels with your respective information (e.g. address changes, mattress size changes, payment changes, cancellation, or delivery date concerns).

Please note that changing may depend on availability of the product and logistic status, meaning no requests can be guaranteed if your order is already dispatched.

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

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 100-night trial means that you get 100 nights to relax into your Emma mattress and experience the benefits of good nights' sleep in order to make that decision. We also encourage a minimum trial period of 30 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 10AM to 8PM EST, Monday-Friday, through our available channels:

• Email: support@emma-sleep.ca
• or speak directly with an agent using our live-chat feature on our website
• At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

Note that the 100-night trial is only applicable to purchases after April 25th, 2025. All purchases before this date are subject to the previous 365-night trial.

The 100-night trial is not applicable for exchanges due to size preference. However, if your order was delivered in a size different from what you originally ordered, you're fully covered.

We got your back 100%. The 10-year warranty begins as soon as you receive your Emma mattress and covers damages caused 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 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

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 100 night trial means that you get 100 nights to relax into your Emma mattress and experience the benefits of a good night’s sleep in order to make that decision. The 100-night trial starts on the day that you receive your product. From then, you have 100 nights to try out your mattress.

We also encourage a minimum trial period of 30 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 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.
• At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

Note that the 100-night trial is only applicable to purchases after April 25th, 2025. All purchases before this date are subject to the previous 365-night trial.

The 100-night trial is not applicable for exchanges due to size preference. However, if your order was delivered in a size different from what you originally ordered, you're fully covered.

All Emma Mattresses have a 100-night trial while other Emma products (accessories and pillows) have a 60-Night trial.

To return your mattress, please reach out to our Customer Care agents from 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

Products must be in doable condition to be eligible for return (e.g., no stains, ironing marks, tears or other soiling including odors). In case some usage damage is identified, like the ones mentioned above, Emma can refuse the return of the product. To know more information, you may view our terms & conditions (Article VIII) here.

If you have any questions, please reach out to our Customer Care agents from 10AM to 8PM EST through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

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

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 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

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 10AM to 8PM EST, Monday-Friday, through our available channels:

• Email: support@emma-sleep.ca 
• 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.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

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 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

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.

After purchasing your Emma product, please wait for a confirmation email containing your product tracking number and instructions to track your order.

If you have any concerns, please contact our Customer Care agents from 10AM to 8PM, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

After purchasing your Emma product, please reach out to our Customer Care agents from 10AM to 8PM EST, 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 
• or speak directly with an agent using our live-chat feature on our website.
• At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

Please note that changes depend on product availability and logistics. Once your order has been dispatched, we may not be able to accommodate your request.

After purchasing your Emma product, please reach out to our Customer Care agents from 10AM to 8PM EST, 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 
• or speak directly with an agent using our live-chat feature on our website.
• At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

Please note that change requests depend on product availability and logistics. If your order has already been dispatched, we recommend receiving the original item first. Once it arrives, you can return the sealed product for a replacement, and we’ll arrange the pickup.

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 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

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 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

We've got your back! Shipping costs are free* for all our products.

*However, to make sure we can deliver to every corner of the country, a few regions have special delivery fees due to distance and logistics:

• Yukon: $300 CAD delivery fee
• Northwest Territories, Prince Edward Island, and Nunavut: $50 CAD remote area fee
• New Brunswick and Newfoundland and Labrador: $29.99 CAD shipping fee
  

For faster service, we also offer Premium Delivery in Ontario and British Columbia for $50 CAD. We’re working hard to expand this option to more cities soon!

The Emma Mattress is vacuum-packed box measuring approximately 17’’ x 17’’ x 44’’. We ship across Canada with our trusted logistics partners, offering convenient no-contact delivery.

We now offer delivery to Yukon, Northwest Territories, Prince Edward Island, and Nunavut. Please allow 3–10 business days for delivery due to additional logistics. (These regions are subject to the $50 CAD remote area fee)

We offer several delivery options, depending on your location and preferences:

Standard Shipping
Orders ship out within 1–2 business days and typically arrive within 3–5 business days after dispatch.

Premium Shipping
For select locations like Ontario and British Columbia, we offer Premium Delivery. Orders ship out within 1–2 business days and arrive within 2–3 business days after dispatch. A $50 CAD fee applies.

Extended Area Delivery
For customers in remote provinces and territories (including Yukon, Northwest Territories, Prince Edward Island, and Nunavut), a $50 CAD remote area fee applies. Delivery may take a bit longer, but we’ll ensure your order arrives safely.

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 10AM to 8PM, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

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 10AM to 8PM EST, 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 
• or speak directly with an agent using our live-chat feature on our website.
• At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

We recommend requesting changes within the first 24 hours of your purchase. Please note that changes depend on our current logistics status, and if your order has already been dispatched, we cannot guarantee the change. However, we’ll do our best to assist you.

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.

After purchasing your Emma product, please reach out to our Customer Care agents from 10AM to 8PM EST, Monday-Friday, through our available channels with your respective delivery date request.

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

If you wish to have your items delivered at different dates, please place an order separately.

The Emma Mattress is packed with convenience in mind. Just unbox, roll the mattress out, remove the plastic wrap, and you're ready for sleeping! We'd love to see you unravel your sleep potential. Tag us @emmasleep.canada on Instagram and share with us your Emma experience!

Customers must open the products within 4 weeks of receiving the order for it to inflate correctly. If the customer does not comply with this recommendation within the mentioned period, Emma reserves the right not to reimburse the customer for the existence of any defect in the product neither to send the customer a new product to replace the original one. Please review our Terms & Conditions for detailed information.

You can sleep right away but we recommend waiting 30 minutes to an hour for the mattress to become fully expanded before using it. Some mattresses can take up to 24 hours to fully recover and present the correct shape.

If your mattress didn't expand to its full inflating capacity, please reach out to our Customer Care agents from 10 AM – 8 PM EST, Monday-Friday, through our available channels:  

• Email: support@emma-sleep.ca  
• or speak directly with an agent using our live-chat feature on our website. 

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

After purchasing your Emma product, please reach out to our Customer Care agents from 10AM to 8PM EST, 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 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

If you would like to start the return process, you can start the process by reaching out to our Customer Care agents from 10AM to 8PM EST, Monday-Friday through our available channels: 

• Email: support@emma-sleep.ca  
• or speak directly with an agent using our live-chat feature on our website. 

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future. 

Please note that the product must be available for return. For more information, you may review our Terms & Conditions (Article VIII). 

After getting in touch with our Customer Care agents to initiate a return (note: please prepare your Order Number), they will explain the steps to continue with return depending on if the product is packed or unpacked. In some cases we may ask you to proceed with donation of the product.

Please bear in mind that the refund may take up to 15 business days to process depending on the payment method you used.

If you would like to start the return process, you can start the process by reaching out to our Customer Care agents from 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.
• At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

Please note that the product must be available for return. For more information, you may review our Terms & Conditions (Article VIII).

After getting in touch with our Customer Care agents to initiate a return (note: please prepare your Order Number), they will explain the steps to continue with return depending on if the product is packed or unpacked. In some cases we may ask you to proceed with donation of the product.

Please bear in mind that the refund may take up to 15 business days to process depending on the payment method you used.

Once the mattress has been picked up from your home, we will start processing your refund. The refund will be issued through your original payment method (e.g., if you paid by credit card, the funds will be returned to that card)

Please note that, for the refund approval, the product must be available for return. Emma has the right to refuse a refund request if the product is intangible or was damaged due to incorrect usage or manipulation. For more information, you may review our Terms & Conditions(Article VIII).

To check the status of your refund, please reach out to our Customer Care agents from 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• or speak directly with an agent using our live-chat feature on our website.

At the moment, our support is available in English only. We apologize for any inconvenience this may cause and are actively working towards offering assistance in French in the future.

It means that our 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). For more information, see here

Because our 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.

You can easily create a customer account by clicking on the head icon/"Log-in" page found in the navigation bar. By this, you’ll be able to save your cart and sign-in to view your order whenever you want.

Please use the "Forgot my password" option located on the login page on our website. It will walk you through resetting passwords.