Question 1

Can I purchase product directly from Dream Serenity?

Accepted Answer

Currently, we do not sell direct to the consumer. Please check our website periodically for updates on this.

Question 2

Where can I purchase extra covers for my pillows or mattress topper?

Accepted Answer

We recommend searching the internet to purchase extra covers for your memory foam products as we do not sell covers directly to the consumer.

Question 3

Can you refund my product purchase?

Accepted Answer

Our limited warranties are managed by our manufacturer, Sinomax USA. These manufacturer's limited warranties cover manufacturing defects only and do not cover things like sleeping comfort, buyer’s remorse, permanent body impressions, etc.  You may email to request a copy of the warranty at consumercare@sinomax-usa.com.  We suggest you contact the place of purchase to inquire about their returns policy.  Neither Dream Serenity or Sinomax have any influence over any retailers returns policy, nor do we provide refunds to the consumer.

Question 4

Warranty Replacements: Are substitutions permissible?

Accepted Answer

If a warranty claim is submitted on a product that is no longer being manufactured and we do not have any inventory available of that product on-hand, we reserve the right to substitute the replacement for a product comparable to the original in value and quality. If a substitution is necessary, we will advise you of such. We strive to make the best possible selection based on your original purchase. If we determine that we do not currently have a replacement that is comparable in both value and quality, we will upgrade the replacement at no cost to you.

Question 5

My product has a manufacturing defect…what should I do?

Accepted Answer

If you feel that your product has a manufacturing defect, please contact us. We have a Consumer Care Center that can handle your warranty claim. The hours of operation are Monday – Friday, 9am – 5pm (CST), excluding holidays. Our prompts will ask specific questions to get you to the right agent. If you call us before or after business hours, during a holiday or any other time that we may be closed for any other reason, you may leave a voice mail message with your full name, telephone number, the product you are calling about along with the issue. We will return your call within 24 business hours. Our contact information is listed above our Frequently Asked Questions section on our website. Please Note: You must provide us with a copy of your sales receipt (or .com email receipt or packing slip) that shows the date of purchase as well as photos showing the defect you are claiming. Once we receive your documents, we will review your claim to validate your claim. If approved, we will proceed with your claim. You will receive an email with the tracking number once your replacement ships. Please allow at least 24 hours for the tracking to show movement on the carrier’s website. If your claim is not approved, we will provide you with the reasons substantiating why.

Question 6

What makes this better than others on the market?

Accepted Answer

As a leading industry expert, Sinomax USA has provided millions of comfort solutions to consumers around the world. We carry an unwavering willingness to deliver products that dramatically enhance comfort and well-being. Our mattresses, pillows and mattress toppers are sold in more than 6,000 stores around the world and made from the finest quality materials and craftsmanship.

Question 7

Can memory foam be washed and/or dried in a machine?

Accepted Answer

Since memory foam is like a sponge, it will soak up any liquid that it comes in contact with. We only recommend spot cleaning the memory foam product with a mixture of mild detergent and water. Be gentle when applying any sort of pressure or friction to the memory foam during the spot cleaning. Do not use excess solution and blot the area with a dry towel and some pressure. Do not cover the memory foam with any bedding for several hours to ensure that it is completely dry. Memory foam should never be dried in a dryer. It should be air-dried only. Putting memory foam in your washer or dryer could cause damage to the machines.

Question 8

Can my cover be washed and/or dried in a machine?

Accepted Answer

If your memory foam product came with a cover, refer to the care tag that is sewn into the cover, usually near the law tag, or care instructions printed on the packaging or insert. The care instructions will provide you with washing instructions. If your cover does not have a care tag, then it is not machine washable or dryable and should be spot cleaned only with a mixture of mild detergent and water and air-dried.

Question 9

How do I edit or remove the “FAQ” title?

Accepted Answer

You can edit the title from the Settings tab in the app.  If you don’t want to display the title, simply disable the Title under “Info to Display”.

Question 10

Can I use an electric heat source with my product?

Accepted Answer

Your body heat is the right temperature to soften the memory foam to a comfortable position. Adding the use of an electric blanket, mattress pad, etc. will further soften the memory foam which could alter its performance. Therefore, we do not recommend the use of any additional heat source on a memory foam product as it may affect the performance of the memory foam which may result in voiding your warranty.

Question 11

Can I roll and/or fold my mattress topper for storage?

Accepted Answer

Our toppers are designed to lay flat on a mattress and not designed to withhold repeated rolling and/or folding for storage. The only rolling and/or folding that the topper should experience is during the manufacturing process and this is done by precise machinery. If you roll and/or fold your topper, you may cause pressure points that may result in the foam cracking or tearing. This will void your warranty.

Question 12

How do you clean the mattress or pillows?

Accepted Answer

We only recommend spot cleaning the foam product with a mixture of mild detergent and water. Be gentle when applying any sort of pressure or friction to the foam during the spot cleaning. Do not use excess solution and blot the area with a dry towel and some pressure. Do not cover the foam with any bedding for several hours to ensure that it is completely dry. Mattress or Pillow foams should never be dried in a dryer. It should be air-dried only. Putting foam in your washer or dryer could cause damage to the machines.

Question 13

Can the mattress, topper, or pillow cover be washed or sanitized?

Accepted Answer

The care instructions will provide you with washing instructions. If your cover does not have a care tag, then it is not machine washable or dryable and should be spot cleaned only with a mixture of mild detergent and water and air-dried.

Question 14

Should my memory foam product have an odor or smell?

Accepted Answer

The “fresh foam odor” that you may experience upon opening a product could be strong since the product was packaged in plastic and the memory foam has open cell technology. This odor is non-toxic and not harmful in any way, however, it can be offensive if you have an acute sense of smell. We suggest removing the product from its cover (if applicable) to allow for a natural flow of air to pass through the foam. Applying pressure or fluffing the product will break any tiny air bubbles (from the open cell technology) that contain odor. To help dissipate the odor, you can spritz the product with a fabric refresher, such as Febreze®.  Repeat a few times and always let the product fully dry before covering it. If the cover can be laundered (please follow care instructions sewn into the cover or printed on the packaging or insert), we suggest doing this before putting it back on the product. To freshen your pillows up, we suggest spritzing them with the fabric refresher periodically as needed.

Question 15

What is “off-gassing”?

Accepted Answer

The term “off-gassing” can be very alarming when you don’t know what your memory foam is made of. Our foam is certified by CertiPUR-US® and is made without ozone depleting substances, free of formaldehyde additive, mercury, lead, heavy metals, phthalates, flame retardants (PBDEs, TDCPP, TCEP (“Tris”), and has low VOC (Volatile Organic Compound) emissions. Our manufacturing facilities in China conform to US EPA regulations. Please visit the CertiPUR-US® website (http://certipur.us/) for additional information.   If the foam odor seems to become more vivid while using the product, we suggest sitting on a pillow and rolling around on a topper prior to sleep to break any tiny bubbles that may have encapsulated the odor during the manufacturing process. Consumer feedback has been very positive resulting in the product having no odor or off-gassing afterwards.

Question 16

I sleep hot! Will I feel a difference with a “cooling" or "gel” product?

Accepted Answer

Sleep temperature, in general, is very subjective to the individual. Some people feel no difference in body temperature when sleeping on memory foam, others do. This includes gel memory foam products as well.   While not all cooling gel products are alike, our pressure-activated phase-changing gel surface material (AquaCHILL and BioFROST for example) has an instant, cool-to-the-touch characteristics due to the nature of the chemistry. The degree or coolness varies by product and will also depend on other ancillary characteristics of the product, such as breathability of the materials, or cooling fabrics (ActiveCHILL) used on the covers. Although gel products (i.e.:  gel memory foam, gel overlay, gel glaze, gel beads, etc.) are classified as a cooler material, sleep temperature varies by the individual and the coolness is very subjective to the user.   Using a sheet set with a high thread count (greater than 250 TC) will diminish the cooling properties as well. We suggest using a low thread count sheet set on any product that has cooling properties.

Question 17

I purchased my memory foam product 3 years ago and just purchased the same product but it doesn’t feel the same even though the name is the same…why?

Accepted Answer

There are several different reasons for this. When memory foam is manufactured, there are various elements that can have an effect on the final product from the high or low percentage of humidity to the extreme heat or cold. The first item you purchased may have been produced in the summer with high humidity while the second in the winter in extreme cold. Although the chemistry is modified somewhat to address these elements, it is not a perfect science. Additionally, the retailer could have requested some modifications to the actual memory foam while keeping the appearance of the product and the packaging the same.

Question 18

Why is my mattress topper cut smaller than my mattress?

Accepted Answer

Some retailers choose to purchase and sell toppers that are smaller in size than the standard mattress measurements for various reasons. This is not a manufacturing defect. Please read the actual dimensions printed on the topper box, not just the description of the size:  twin, full, queen, king or cal king and know the dimensions of your mattress before you purchase a topper. All sizes we manufacture fall within industry standards.

Question 19

How long will the mattress last?

Accepted Answer

Our durable mattresses will offer superior comfort and support for several years to come.

Question 20

Which side of a reversible mattress topper do I sleep on?

Accepted Answer

A reversible topper offers a soft layer of memory foam as well as a supportive layer of memory foam. The two layers will vary in foam type, foam grade and may even be different thicknesses. The two layers will be fused together to allow the consumer to flip the topper and decide which layer is the more comfortable to sleep on. There is no “right side” to sleep on this style of topper. It is your comfort preference. Since comfort is very subjective to the user, we recommend sleeping on either side for a night or two to help you decide which side is more comfortable for you to sleep on and take it from there.

Question 21

Can I use a mattress topper on a sofa bed, roll-away bed, RV or boat mattress?"

Accepted Answer

Our mattress toppers were designed for being used on a flat mattress. Using a topper on a sofa bed, roll-away bed, foldable RV or boat mattress may damage the topper as the topper will be folded unnaturally for long periods of time. This may cause the foam to crack and will void your warranty. You may use the topper on these types of mattresses only if they remain in a flat position at all times.

Question 22

I’m moving. How can I transport my mattress topper or mattress?

Accepted Answer

If you need to transport your topper or mattress because you are moving, cover the topper in a sheet and loosely roll it. The sheet will protect the foam from sticking together. Do not tie the topper as twine or rope may cut into it when it’s being lifted. We also suggest encasing the rolled topper or mattress in plastic to protect it from dirt during transportation. Do not keep the topper rolled for a long period as this may damage it and void your warranty.

Question 23

Can I cut my mattress topper to fit my mattress?

Accepted Answer

Altering or cutting a topper to fit an unusual size mattress, such as an RV or boat mattress, will void your warranty. For safety reasons, we do not recommend that you cut the foam.

Question 24

What is the weight limitation for this mattress?

Accepted Answer

Our durable mattress offerings will support any individual up to 300lb. maximum weight.

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