Frequently Asked Questions

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About

To find a local Serta retailer, enter your postal code on our store locator page. The search results will list the Serta products available at the individual retailers near you. Be aware that the mattresses on display and available to test in the store may not fully reflect the entire catalog of Serta products you can purchase from that store.

We recommend calling the retailer you’d like to visit beforehand to be sure they have the Serta mattress model(s) you are looking for.

You can contact us through the contact us form on the website, by e-mailing help@serta.ca or you can call us at 1-888-875-5999. For additional contact information, visit our Contact Us page.

When you place an order through Serta.ca, you are backed by the 100-Day In-Home Trial that may not apply at all places Serta mattresses are sold. We know ordering a mattress online can be intimidating, so we want to take the risk out of it for you with the in-home trial that allows the perfect amount of time to test the mattress in your home and make sure it's right for you. If you decide it is not the right mattress, we make returns easy!

Ordering through Serta.ca also backs customers with our 10-year limited warranty. You can rest easy knowing we stand behind Serta mattresses and materials and, should you have to submit a claim, we offer a hassle-free customer experience.

Orders & Shipping

With changes in technology and materials over time, it’s sometimes difficult to compare the components of an older mattress to a current model. Please call us at 1-888-875-5999 for assistance in finding a comparable option, or you can visit your local Serta retailer for help finding the perfect Serta mattress for your sleep style and comfort level.

Yes! We have partnered with PayBright to offer you a flexible buy-now-pay-later option when you reach checkout. To learn more about how PayBright works please visit this link.

We are working with our carrier partners and we will be offering mattress removal for orders placed on Serta.ca in the near future.

For mattresses purchased through a retailer, please reach out the the retailer directly to find out about their old mattress removal policy.

Once your order ships you'll receive tracking information. If it has been more than 4 weeks since your order please contact us at help@serta.ca or by calling 1-888-875-5999

For orders placed on Serta.ca, if you feel your mattress is damaged upon arrival, you can refuse delivery. If you notice the damage after delivery, we ask that you send photos of the damage to our customer service team so we can have our team take a look and help you troubleshoot as soon as possible.

If a replacement is needed, we will provide new shipping information and details on what to do with the damaged mattress, as well.

We will always try and ship all your items together so you receive them at the same time. However, there is always a possibility some items may ship separately depending on the availability of the items you order.

Product & Warranty

Our mattresses can be used on a variety of foundations. Box springs, platform frames, or adjustable bases all work well. We recommend ensuring any foundation you use is in good working shape, as an issue with the foundation could impact the comfort of your mattress.

We understand that a new mattress is a big purchase and it’s important that you're confident in the mattress you choose to sleep on every night. For that reason, we offer our 100-Day In-Home Trial on all mattresses purchased from Serta.ca. This allows you to try the mattress in your own home for 100 days.

A mattress protector is not required when purchasing a mattress through serta.ca. However, we do recommend using a mattress protector to keep your mattress safe from accidents, spills, liquids, dust, and anything else that could cause it to break down along the way.

To clean your mattress, we suggest applying baking soda to the soiled area and letting it stand for about 15 minutes. Then, vacuum and repeat as needed. It's important that you also air the product out as much as possible.

We do not recommend applying liquids to the product. Applying liquids may stain the fabric and could potentially make the soiled area worse. Moisture or chemicals applied directly to the mattress can cause premature breakdown of the foam and damage the product.

In order to protect your mattress from stains and spills, we recommend using a mattress protector. This will also help with the overall health and lifespan of your mattress.

Your new Serta mattress may have a slight odor upon opening. This is due to odors that may have been trapped in the tight protective packaging being released upon opening. If you notice a smell, we recommend allowing your product(s) to air out in a well-ventilated room for at least a couple of hours before covering with sheets. Our mattresses are CertiPUR-US Certified ensuring no harmful chemicals are used.

Your new Serta Motion Base comes with minimal assembly required. No tools are needed, simply screw on the legs, position in place and plug into power. You remote will not require any pairing before set up and should work right out of the box.

To start a warranty claim, e-mail us at help@serta.ca or call us at 1-888-875-5999. One of our customer service agents can help you out.

Please see our warranty information for the terms and conditions of your Serta warranty.

Returns

To return a mattress bought directly from Serta.ca and (within the first 100 days of your in-home trial), we will work with you to have the mattress picked up and removed from your home. Reach out to us directly at help@serta.ca or at 1-888-875-5999 to schedule a removal.

For mattresses purchased through a different retailer, please reach out to the retailer directly for information about their returns policy.

Any purchase directly from serta.com is covered under our 100-Day In-Home Trial.

Starting on the day of delivery, we strongly recommend that you sleep on your new mattress for at least a few weeks to allow your body to adjust to the new mattress (and the new mattress to adjust to you). If you decide it's not the right mattress for you within the 100-Day In-Home Trial, contact us by phone at help@serta.ca or at 1-888-875-5999 and we can set up your free return.

When you purchase through serta.ca your product comes with our 100-Day In-Home Sleep Trial. In the event you decide to return, we do not charge any fees.

The trial is meant to be a fair opportunity to test the product, so upon completing the return you will be refunded the full amount paid. The only thing that would not be refunded is upgraded delivery charges if they were applicable and you opted for them during your purchase.

This information only applies to items purchase on serta.ca. For purchases from other retail partners, you will need to contact them directly for their specific return policies.