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 to Ontario take approximately 2-4 days while orders from the rest of Canada take approximately 4-8 days through our logistics (e.g. FedEx, UPS, Canpar).

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 
• Landline: +1 647 699 2977 (available only in English)
• 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 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• Landline: +1 647 699 2977 (only available in English)
• 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 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 
• Landline: +1 647 699 2977 (only available in English)
• 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 good nights' sleep in order to make that decision. We also encourage a minimum 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 10AM to 8PM EST, Monday-Friday, through our available channels:

• Email: support@emma-sleep.ca 
• Landline: +1 647 699 2977 (only available in English)
• 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 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 
• Landline: +1 647 699 2977 (only available in English)
• 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. The 365-night trial starts on the day that you receive your product. From then, you have 365 nights to try out your mattress.

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

• Email: support@emma-sleep.ca 
• Landline: +1 647 699 2977 (only available in English)
• 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.

All Emma Mattresses have a 365-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 
• Landline: +1 647 699 2977 (only available in English)
• 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 
• Landline: +1 647 699 2977 (available only in English)
• 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.

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 
• Landline: +1 647 699 2977 (only available in English)
• 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 10AM to 8PM EST, Monday-Friday, through our available channels:

• Email: support@emma-sleep.ca 
• Landline: +1 647 699 2977 (only available in English)
• 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.

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 
• Landline: +1 647 699 2977 (only available in English)
• 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.

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

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 
• Landline: +1-844-906-3662 (available only in English)
• 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 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 
• Landline: +1 647 699 2977 (available only in English)
• or speak directly with an agent using our live-chat feature on our website.

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 
• Landline: +1 647 699 2977 (available only in English)
• or speak directly with an agent using our live-chat feature on our website.

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 
• Landline: +1 647 699 2977 (available in English only)
• 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 10AM to 8PM EST, Monday-Friday through our available channels:

• Email: support@emma-sleep.ca 
• Landline: +1 647 699 2977 (available only in English)
• or speak directly with an agent using our live-chat feature on our website.

We got your back! Shipping and return costs are free for all our products. However, additional fees or exclusions may apply to the Canadian Territories.

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

Orders to Ontario take approximately 2-4 days while orders to the rest of Canada take approximately 4-8 days. 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 
• Landline: +1 647 699 2977 (available only in English)
• 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 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 
• Landline: +1 647 699 2977 (available only in English)
• or speak directly with an agent using our live-chat feature on our website.

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 
• Landline: +1 647 699 2977 (available only in English)
• or speak directly with an agent using our live-chat feature on our website.

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  
• Landline: +1-844-906-3662 (available only in English) 
• 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 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 
• Landline: +1-844-906-3662 (available only in English)
• or speak directly with an agent using our live-chat feature on our website.

The return process starts with getting in touch with our Customer Care agents to initiate a return (Note, please prepare your Order Number). We will then schedule a free pick-up of your mattress for disposal and process your refund once accomplished. Please bear in mind that the refund may take up to 5-10 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 
• Landline: +1 647 699 2977 (available only in English)
• or speak directly with an agent using our live-chat feature on our website.

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

Once you’ve initiated a return with our Customer Care Agents, we will schedule a pick for your mattress which may take a maximum of 1 week. After such, we will process your refund which may take 5-10 business days.

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 
• Landline: +1 647 699 2977 (available only in English)
• or speak directly with an agent using our live-chat feature on our website.

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.