Customer Happiness

FAQ / Help

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Step 1 - Your Order is Placed

Congratulations! You've just placed your order with PerfectSense. You’re destined for many years of an upgraded sleeping experience! Our customer service team will receive your order and send you a confirmation email.

Our warehouse typically processes orders within a business day or two. Your mattress, foundation, and/or other bedding products will ship out from our distribution centre as soon as we have them packed and prepped. 


Step 2 - Your Order is Processed & Your Products are En Route

Once our warehouse has processed your order and your product(s) are in our courier’s possession, we will provide you with a tracking number to keep you up to date on your order status.

Please note: The estimated shipping date we provide is our best estimate as to when your order is likely to arrive. However, shipping is sometimes delayed or accelerated by circumstances we can’t control. We recommend that check your order status once or twice with the shipping updates you can access via your tracking number. 

As this is an estimate, we suggest you minimize interruption to your daily routine to receive your order. Many of our customers have their products shipped to their workplace for convenience. If your order includes multiple items, you may receive each item on different days. Each item will have its own tracking number in the rare case where your order needs to be split up due to product availability. We do our best to ensure you receive what you ordered in a timely, accurate fashion. 


Step 3 - Your PerfectSense Products are in Transit

A better night’s sleep is on its way! Once our delivery service provider has your order in their vehicle, we will update you via email. 

Our shipping partner will attempt to complete your delivery between 9 am-7 pm at your home address and will leave your package only if it’s safe to do so. If you’ve requested delivery to your workplace, those hours may vary. 

If the courier is concerned about the safety of leaving your product unattended, they will make a second delivery attempt the following business day. 


Step 4 - Your Products are Delivered and Received

Your PerfectSense mattress, foundation, and/or bedding has arrived at your home in a white and purple box. 

There is no need to delay—unbox your products and get comfortable! We recommend you wait to unwrap your mattress until you are in your bedroom, with enough room for it to uncoil without knocking into your other bedroom furnishings. It simply makes for easier movement.

Adjusting to a new mattress takes some time for both you and your mattress. But fear not! We give you 100 nights to get acquainted in your bedroom to ensure it’s the perfect match.

If for any reason you aren’t completely satisfied with your PerfectSense mattress, give us a call or send us an email. We’ll make arrangements for our delivery partner to pick up the mattress. We’ll give you a full refund, with no questions asked. 

We are so confident that you will be thoroughly satisfied with your PerfectSense mattress, we are willing to provide you with extra peace of mind. 


The PerfectSense Mattress

As our valued customer, you are eligible for one (1) 100 Night Trial for their first order placed on PerfectSense.ca, with a maximum of four (4) PerfectSense mattresses are eligible for the trial. 

We define “the same customer” by considering orders placed using the same:

  • Credit card;
  • Email address; 
  • Billing or shipping address.

If you aren’t sure whether your order qualifies for the PerfectSense 100 Night Trial, please contact our Customer Service team. They will be happy to determine your order’s eligibility for our 100 Night Trial.

Should you make a return within your 100 Night Trial, you can’t initiate another trial on the same product. The 100 Night Trial is non-transferable. All returns require proof of purchase. We encourage you to save and/or print your order confirmation email. Any PerfectSense products you order through any other channel, meaning another website or retailer, you are not eligible for the 100 Night Trial.


Shipping is free in all of the Canadian provinces

No-charge shipping is available to destinations in any Canadian province. There is, however, as non-refundable shipping surcharge for shipments to the Yukon, Nunavut, or the Northwest Territories due to the increased shipping costs for the Northern Territories. 

You won’t need to pay any additional fees or deductibles to be paid for product returns during the 100 Night Trial term. Transportation of any replacement is free to any provincial street address in Canada.

If you make a non-standard delivery arrangement with PerfectSense’s delivery provider, the delivery contract is no longer between you and PerfectSense. It is solely between you and the delivery company. PerfectSense can’t continue as your primary point of contact for subsequent shipping inquiries should you arrange other shipping terms or scheduling. 


Size Exchanges

If, after receiving your mattress, you determine you ordered the wrong size, a one-time size exchange will be permitted within the terms of our 100-Night Trial. This must be communicated to PerfectSense within the first 100 nights after receiving your mattress. 

We strive to minimize our impact on the environment. With this in mind, PerfectSense treats a size exchange as completion of the 100-Night Trial. We strongly recommend you are as certain as possible about the correct size for your needs before your order is completed. Please ensure your bedroom will accommodate the dimensions of the mattress which is listed in the product description. 

Should you arrange for a replacement of your PerfectSense mattress, we need to receive the original mattress as soon as possible. Once the replacement product has been received, if you fail to ship us back the original mattress, we will assume you authorize us to charge your credit card for the price of the item we shipped as a replacement.


Returns

If you return a certain type of product, such as a mattress, you will not be eligible for additional mattress trials. Our mattresses have consistent quality and form, so a second 100 Night Trial would not be reasonable. 

If we discover that damages to the mattress were caused by avoidable environmental conditions that the mattress was exposed to while in your care, it will disqualify you from the ability to exchange or return the PerfectSense product. 

Any mattress, either in its original packaging or out of it, can only be returned within the 100 Night Trial. In the event of a return, the pickup address can differ from the original delivery address. But it must be a valid street address within any Canadian province.


Returns of Multi-Mattress Orders

You may return a maximum of four (4) PerfectSense mattresses per initial order (meaning the order must have been for at least four mattresses), validated by the order number, customer name, and/or shipping address. Please try a small number of our products first before ordering in large quantities. We appreciate large-volume orders as much as any company, however we would prefer you to experience a PerfectSense mattress before ordering a large quantity. 

Once you request a return and provide the necessary information, you will be contacted directly by our transportation partner nearest you to schedule an appointment.

In most cities, a local PerfectSense transportation partner will contact you within 2-5 business days. In rural areas, it may take 2-3 weeks for pickup logistics to be arranged. 

Our delivery service partners strive to arrange for convenient return times, yet pickups are subject to their availability during the delivery partner’s standard operating hours (generally weekdays only). 

You must schedule the pickup of the mattress by our transport partner within 3 weeks of being contacted by their representative. Otherwise, your return request will be voided. If your return request is not scheduled within the trial period you will not be eligible to make another return request.

Once the pickup has been completed and confirmed, your refund will be processed back onto the payment card you used to make the original purchase. This typically occurs within 5 business days of the return. Standard processing time for the funds to be posted by your bank is 3-5 business days. PerfectSense can only be held responsible for returning the funds to our payment service provider.

Your new PerfectSense Mattress is covered by a 10-year Limited Warranty. For 10 years following your PerfectSense Mattress purchase, if you experience a manufacturer defect covered under our warranty, we will offer a one-time replacement or repair of the original mattress size purchased. This includes all components of the mattress. There is no fee or deductible required. If the warranty claim happens during your 100-night trial period, the trial will be paused during shipment of the replacement mattress and the trial will resume upon delivery of the replacement PerfectSense.


This Limited Warranty covers the following during normal wear and use:

  • Degradation, which causes the mattress to have a visible indentation greater than one (1) inch, not associated with an improper foundation.
  • Any physical flaw in the mattress that causes foam material to split or crack, despite normal usage and proper handling.
  • Any defect or flaw in the zipper assembly of the mattress cover. PerfectSense may decide to repair or replace the cover that wraps the PerfectSense Mattress.

This Limited Warranty does not cover:

  • A normal increase in softness of the foam after long-term use.
  • Comfort preference or mattress height preference.
  • Any stains, burns, tears, cuts, or liquid/moisture damage resulting from use by customer or their environment.
  • Damage due to use with an inappropriate foundation.
  • Product that is sold by an unauthorized retailer or product that is in any way sold as “used” or any other similar wording indicating the product is not “new.”

Except for the terms provided above, PerfectSense will not charge the purchasers to repair or replace a purchaser’s mattress if it is deemed defective during the length of this 10-year Limited Warranty. No new warranty will be provided for the replacement product. Any warranty claim is only applicable within the country of original delivery, to the same customer name.

Send us an email at support@perfectsense.ca and we’ll help coordinate the return.

Popular Topics

We've priced our mattresses to be affordable and competitive. Mattress prices vary according to size: 

  • Twin - $299.99 CAD
  • Full - $399.99 CAD
  • Queen - $499.99 CAD
  • King - $599.99 CAD

Prices are subject to change without notice (as of 26/11/09)

Open the Box

  • Nailed it!
  • You're almost done.
  • Good work.
  • Note: It may look like a Swiss roll but please don't eat it, it doesn't taste good.

Unroll

  • Pull the plastics flap to unseal the mattress. 
  • Unroll and place on your bedframe or foundation.

Unwrap

  • We've provided a cutting tool in the box.
  • Use it to remove the protective wrap around the mattress.  
  • Note: Be careful not to cut the mattress cover!

Watch it Expand

  • Watch the magic!
  • Your PerfectSense will expand back to its regular size and will be ready to sleep on right away! It will reach perfect comfort in about a week.

Love Sleep

  • Enjoy a great night's sleep. 

We suggest the following:

  • Eat breakfast in bed
  • Build a pillow fort
  • Hit snooze (repeatedly)

The PerfectSense Mattress is a medium-firm mattress designed to reduce pressure to your back and hips for optimal comfort.


The perfect firmness of our mattresses is engineered by the combination of proprietary PerfectSense Foam layers:

  • The top PerfectSense Comfort Foam layer has a unique open-air cell structure which acts as individual shock absorbers, contouring the foam to your body by releasing air independently as pressure increases. This technology also reduces motion transfer, meaning you can change sleeping positions throughout the night without waking your partner.
  • The middle foam layer is essential in providing support so you never feel like you are stuck within the softness of the comfort-focused top layer. This meticulously crafted transition foam gives the mattress bounce while providing a gradual transfer of energy, making it ideal for all sleeping positions.
  • Lastly, the high-density bottom layer keeps sleepers properly supported creating a perfectly balanced sleep experience.

Importantly, unlike traditional memory foam which changes firmness depending on seasonal temperature, PerfectSense Foam is temperature insensitive. This means it maintains a consistent comfortable feel through every Canadian season.

People of different body types and shapes will feel firmness differently. Our mattress is designed for optimal comfort for individuals under 250 pounds with a total capacity of 500 pounds.

It’s common for brand new products to have a moderate scent after unboxing. We like to think of this as a “new car smell”. Should your PerfectSense mattress have a slight odour after unboxing, it will dissipate over a short period of time.

At PerfectSense, we ensure our products are safe for the environment and safe for you. All PerfectSense foams are CertiPUR-US® certified. This means that the foams we use are free of formaldehyde, phthalates, and flame retardants, as verified by an independent third party organization.

However, if the odour is bothering you, allow your mattress to air out for 24 hours, at which point the odour should subside. If there are any fans in the room, turn them on to increase air circulation.

To keep your PerfectSense mattress in the best condition possible, you should place it on a proper foundation and not use it directly on the floor.

Using a proper foundation will help prevent damage that can be caused by moisture accumulating underneath the mattress. This is more of a risk in damp environments, but can also occur where dormant spores are present in the flooring.

You can rest easy by using our recommended setup, which includes using your PerfectSense mattress on a traditional frame with boxspring, or using it directly on a slatted frame. Both of these options will provide support while encouraging air flow, creating the optimal foundation for your PerfectSense.

Yes, the PerfectSense Mattress is hypoallergenic, latex free, and CertiPur-US certified.

The PerfectSense Mattress is not organic as it's made of different types of CertiPur-US certified polyurethane-foam. We do ensure that our mattresses are certified to have low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million). CertiPur-US® is a non-profit organization that performs independent lab testing to verify a foam's compliance with their specifications.

For more information, look at their website: http://certipur.us/

PerfectSense's foam layers are made of safety certified materials. CertiPUR-US ® is a third party non-profit organization that grades foam products to ensure they’re safe. This means that all foam used in making PerfectSense products doesn’t contain harmful chemicals found in other foam products: no formaldehyde, phthalates, or flame retardants.

Yes, the PerfectSense Mattress is Vegan! We use polyurethane foam, which is a synthetic, petroleum-based material. Hence, no animals are harmed or used in the manufacturing or testing of our mattress.

  • PerfectSense mattresses follow standard North American sizing:
    • Twin – 39” x 75"
    • Full - 54" x 75"
    • Queen - 60" x 80"
    • King - 76" x 80"
  • All PerfectSense Mattresses are 10" thick.

Our mattress is designed for optimal comfort for individuals under 250 pounds with a total capacity of 500 pounds.

Proudly Canadian-designed, the PerfectSense Mattress is made with proprietary PerfectSense Comfort Foam. PerfectSense’s foam has a unique open air cell structure that provides the perfect balance of comfort and support, plus temperature control, pressure relief, and reduced motion transfer. Importantly, PerfectSense foam is not like traditional memory foam.

While memory foam mattresses sink in the summer and feel firm as a rock in the winter, PerfectSense foam is temperature insensitive. This means it maintains a consistent feel through every Canadian season, no matter the temperature. Plus, the foam’s open air cell technology enhances breathability and cooling throughout the night.

Every size of our mattress is 10 inches in height.

With the properties of our foam, the mattress prevents the transfer of movement in order to keep you and your partner sleeping restfully.

The polyurethane foams we use are designed to withstand years of sleeping without any deformation. In the highly unlikely event that a dent does form, our 10-Year Limited Warranty covers it.

We have worked to design a mattress that will help keep you cool as you fall asleep. Our foam's top layer uses open cell technology which allows heat to dissipate from the body faster, providing a cooler sleep.

 

If you're looking to place a bulk order, simply email us at support@perfectsense.ca and include the number and size of products needed, plus the organization you are looking to make the bulk order for and we’ll give you a quote.

Our bulk orders require a minimum purchase of five mattresses and when using the bulk discount, the trial for the items in your purchase would be void. If you haven’t tried PerfectSense before, we also suggest ordering one to test it out before placing a bulk order.

Yes, we do carry a Single Size and a Double Size Mattress.

At PerfectSense, we call a Single mattress a Twin mattress, with the same dimensions of 39 inches wide and 75 inches long. We call a Double mattress a Full mattress, with the same dimensions of 54 inches wide and 75 inches long. This is standard mattress sizing for North America.

Rest assured, if you are looking for a Single or Double mattress size you have come to the right place.

Please note that only one (1) promo code can be used per transaction and that discount codes cannot be combined with PayBright financing. As PerfectSense considers 0% financing to be a promotion, any financing option cannot be combined with any other promotional discounts.

Please email your request to support@perfectsense.ca and our team will do their best to set up a custom shipping solution for you (shipping fees will apply).

Our current shipping partners do not deliver to the Canadian Territories but we do look into using alternate shipping services to accommodate requests from our fans up north! Orders are accepted on a case by case basis only, as we are not always able to find a suitable solution. The shipping surcharge for a mattress starts at $150 and will be non-refundable. If we are able to accept your order, the applicable trial and warranty will still be offered.

Currently we are not able to accept orders for King and California King sized PerfectSense Mattresses in the Territories due to weight restrictions, limiting the alternate partners available. If you are interested in the Queen sized PerfectSense Mattress or smaller, or want to inquire about purchasing other PerfectSense items, please send us your full delivery address as well as the product/size/quantity you'd like to order and we will look into your request. 

If you'd like to be kept in the know of any future updates to our shipping options for the Territories, we'd be happy to add you to our mailing list!

No, the payment method cannot be changed on an order once the order has been placed.

If a change in payment is required, please reach out to us at support@perfectsense.ca and our Customer Experience Team will be more than happy to assist you in cancelling the original order. Please note that a change in payment method requires a new order to be placed, and therefore may delay your order shipment.

Yes, a different billing address can be used.

Please note that the billing address much match the address associated with your card. Your billing address will not affect your shipping address. If you are unsure as to what your billing address is, please check your credit card statement, or contact your card issuing company or financial institution.

Yes, please feel free to place an order on behalf of another person.

Please be aware that you should provide proof of purchase to the receiver for trial and/or warranty purposes. Returns and Warranty claims are non-transferable and a claim must be made by a name associated with the order and must be found in the original shipping and/or billing address.

A billing address is an address that is registered under your credit card, or the address your credit card statements are sent to.

To ensure that your billing address is correct, please check your credit card statement, or contact your card issuing company or financial institution. Please note that if you are moving and you have changed your billing address recently, it may not be reflected immediately. We may contact you to verify your billing address for security reasons.

It is standard practice for online retailers to require that the correct billing address is entered when making your purchase as a security measure that helps avoid unauthorized use of your card.

We love when you tell your friends and family about us! When they purchase a mattress through your *unique referral link*, they'll get $55 off their purchase of any size PerfectSense Mattress, and you'll earn $55 toward a gift card.

We always want to keep you in the loop, so if there are any delays in processing time or stock, we’ll make sure to have this posted on our PerfectSense website.

Processing delays are most often seen during the holiday season, so make sure to place your order early if you’re gifting PerfectSense to a lucky friend.

If delays occur during shipment, you can usually see a reason and notice of delay on your tracking number. The estimated delivery date listed on your tracking number is not a guarantee and can change based on volume or issues during transit. If you continue to have shipping problems, please reach out to our Customer Care Team at support@perfectsense.ca and we’d be happy to look into your shipment for you.

Our warehouse is pretty speedy, but with several orders coming in they do need to time to accept your order, ready the stock, and print a shipping label for you.

Once that is done, the order is picked up by our shipping partner and you’re sent a shipping confirmation email with a tracking number to track the package in transit. Orders are shipped on a first placed, first shipped basis and processing time is generally 1 to 3 business days. If there are any expected processing delays, we’ll have that listed on our website and during checkout.

Items are processed in our warehouse before they're picked up by our shipping partner. Processing time usually takes about 1 to 3 business days, and you’ll be notified of the current estimated processing time during checkout. 

Estimated Time in Transit (after the order is processed and shipped)

British Columbia, Ontario, Quebec: 1 to 2 business days

Alberta, Saskatchewan, Manitoba, New Brunswick, PEI, Newfoundland, Nova Scotia: 3 to 5 business days

Please note that some areas do have longer than usual transit times, including remote areas outside of urban centres, First Nations Reserves, and areas that require access by ferry. You can check out this article for more details about some of those locations.

We recommend placing your order as soon as possible with delivery to your current address, to take along with you when you move.

Our shipping times are estimates, so an exact delivery date cannot be scheduled. Ordering ahead of your move will ensure you receive your products before you move to a new address. Our products come in compact packaging, making them easy to take with you if you leave them in the box. Even the king sized PerfectSense Mattress comes in a package the size of a hockey bag! Contact the PerfectSense Customer Care Team for help estimating the delivery date for your address.

If you do not have time to receive your products at your current address before you move, we recommend ensuring you have a backup (second mattress, air mattress etc.) just in case your delivery does not arrive on your move-in date.

Once your order is placed you can expect the below post-purchase communication and statuses.

After your order has been placed, our warehouse will typically process the order in 1-2 business days before sending out for delivery.

Once our warehouse has processed your order and it is in the hands of our courier, we will provide you with a tracking number to keep you up-to-date. Please note: The estimated shipping date we provide is the date that your order is most likely to arrive. For reasons beyond our control, however, shipping is sometimes delayed or accelerated. We recommend you keep a close eye on your package, via your tracking number for shipping updates. As this is an estimate, we don't recommend staying at home to wait for your package. If your order has multiple items you may receive each item on different days as each item will have its own tracking number.

Once FedEx picks up your order on their truck, we will send you an email update. Delivery attempts will occur between 9am - 7pm for residential addresses and will leave your package if it’s safe to do so. During peak seasons, delivery times extend to as late as 9pm. If they deem the location unsafe, they will make a second delivery attempt the following business day.

Congratulations you are onto a better night’s sleep with PerfectSense!

1) Order is Placed

You've just placed your order with PerfectSense! As soon as your order has been placed, we’ll send you an email to confirm receipt. From there, our warehouse will typically process the order in 1-2 days before sending out for delivery.


2) Processed & En Route

Once our warehouse has processed your order and it is in the hands of our courier, we will provide you with a tracking number to keep you up-to-date. Please note: The estimated shipping date we provide is the date that your order is most likely to arrive. For reasons beyond our control, however, shipping is sometimes delayed or accelerated. We recommend you keep a close eye on your tracking number for shipping updates. As this is an estimate, we don't recommend staying at home to wait for your package. If your order has multiple items you may receive each item on different days as each item will have its own tracking number.


3) Out For Delivery

You're this close to a better night’s sleep! Once our shipping partner has your order on their truck, we will send you an email update. Our shipping partner will make a delivery attempt that day between 9am - 7pm for residential addresses and will leave your package if it’s safe to do so. If they deem the location unsafe, they will make a second delivery attempt the following business day. 


4) Delivered

Your PerfectSense Mattress has arrived at your home. Go ahead—unbox and get comfy!

PerfectSense ships free to all 10 Canadian provinces, coast to coast. 

Shipping to the Canadian Territories is on a case by case basis and extra charges may apply. For details please contact our Customer Care Team for ordering to the Canadian Territories.

When calculating business days, a good rule of thumb is to consider only Monday through Friday, excluding holidays. Holidays and weekends are not considered business days by our shipping partners.

For help estimating arrival of your order, please contact our Customer Care Team!

We do not offer order pickup as we do not have any retail locations and sell exclusively online via our website.

In some cases you will be able to pick up your order from our shipping partner if requested. For the larger products such as the PerfectSense Mattress, pickup from UPS is only available at the nearest hub/UPS Customer Centre. Most PerfectSense products are too large to be held for pickup at UPS Access Points. For those locations where courier service is used instead of UPS, pickup will not be an option.

To inquire if you will be able to arrange pickup with UPS for your order, please contact our Customer Care Team.

We will do our best to accommodate requests to change the shipping address, but cannot guarantee the change will be possible.

Our warehouse picks, packs and ships orders as quickly as possible, so our team might not have time to update your address before it is processed for shipping. If you need to correct or change your shipping address, you should contact us as quickly as possible (phone or chat is recommended).

Once your order has been picked up by our shipping partner, changes to the address can be attempted only, and will likely delay delivery by at least one business day.

If your order is being delivered via UPS and has already been shipped, we recommend sending address change requests directly to our Customer Care Team to request on your behalf. Making changes with UPS directly could incur fees. Please note, if you choose to use "UPS MyChoice" to change any details of your shipment, we will no longer be able to intervene on your behalf. This service is not recommended.

Your PerfectSense will be brought directly to your door by our delivery partners.

Our delivery partners will do their best to bring your package to your door, but they are not able to bring it inside your home or apartment for insurance reasons.

If you need help to carry and set up the mattress, please plan accordingly with a friend or a neighbour.

Please contact us right away at support@perfectsense.ca if you have received a delivery notification but can’t locate the package at your address.

Sometimes UPS will deliver to a pickup location (such as an access point) if there is no one at home when they attempt delivery. This is usually only the case for smaller packages such as our Pillows and Sheet Sets. We can check your tracking for you to verify if your order has been delivered to a pickup location.

If we find the package shows delivered to your correct address, we will ask that you check with your neighbours in case they have accepted the package for you or received it in error. You should also check your back door, garage or other areas where it may have been left by UPS to keep it safe in the event they’ve left it for when you weren’t home.

If the package cannot be located, we will open an investigation with UPS. Not to worry, your package is ensured for loss or damage, so we’ve got you covered!

Due to restrictions with our current shipping partners, we are not always able to accept orders shipping to the Territories, however we will do our best to find a custom shipping solution for you (shipping fees will apply).

We do not have shipping partnerships with the nationwide carriers that typically deliver to the Territories (such as Canada Post) as most of our products are over their weight limit. Therefore it can be difficult to find ground service carriers that also accept overweight items.

Orders shipping to the territories are accepted on a case by case basis only, as we are not always able to find a suitable solution. The shipping surcharge for a mattress starts at $150 and will be non-refundable.

Please email your request to support@perfectsense.ca and our team will do their best to set up a custom shipping solution for you (shipping fees will apply).

Our current shipping partners do not deliver to the Canadian Territories but we do look into using alternate shipping services to accommodate requests from our fans up north! Orders are accepted on a case by case basis only, as we are not always able to find a suitable solution. The shipping surcharge for a mattress starts at $150 and will be non-refundable. If we are able to accept your order, the applicable trial and warranty will still be offered.

Currently we are not able to accept orders for King and California King sized PerfectSense Mattresses in the Territories due to weight restrictions, limiting the alternate partners available. If you are interested in the Queen sized PerfectSense Mattress or smaller, or want to inquire about purchasing other PerfectSense items, please send us your full delivery address as well as the product/size/quantity you'd like to order and we will look into your request. 

If you'd like to be kept in the know of any future updates to our shipping options for the Territories, we'd be happy to add you to our mailing list!

Processing time is the time from when you place your order to when your order leaves our warehouse. Our team will receive your order and can usually pack and ready it for shipping from our warehouse within 1 to 3 business days, though this varies depending on the volume of orders.

Transit time is the time from when your order ships out to when it arrives to you. This varies depending on your shipping location and ranges between 1 to 7 business days. Feel free to contact our Customer Experience team for a better-estimated transit time.

Processing time varies depending on our volume, but don't worry, we'll have a note during checkout if there is a longer-than-usual delay. Once your order ships, the transit time ranges between 3 to 7 business days depending on your shipping location. Please allow extra time for shipping to remote areas.

We ship to all of Canada's 10 provinces, coast to coast. If you are looking into shipping to the Canadian Territories, please send a note to support@perfectsense.ca for a custom delivery solution.

No, we do not offer the service to remove old/previously owned mattresses.

Our delivery partners do not have the capability to remove a fully opened mattress and store it upon delivery. Our delivery partners are also unable to pick up old mattresses to ensure the hygiene and cleanliness of the new mattresses being delivered. If you do require assistance on the removal of your old mattress, please contact us at support@perfectsense.ca for a few suggestions depending on your location.

You can sleep on your new PerfectSense shortly after unpacking it from the box. PerfectSense's core stabilizes in a couple of days and will maintain its integrity for the life of the mattress.

Within 48-72 hours after unboxing, your PerfectSense will reach its full firmness.

Once PerfectSense is out of the box and unwrapped, it will not fit back inside.

Here are some quick reminders as you wait for your PerfectSense:

  • No need to take time off work to wait for your PerfectSense!
  • We can leave your PerfectSense right at your door, so it will be waiting for you when you get home.  Contact Customer Care if you would like more details.

Shipping concerns? We have a direct line with our shipping partners.

  • Our shipping partners make every effort to ensure your package arrives safely.  If you have any questions please call our customer service.

Sign up for our Newsletter!

  • Stay up-to-date on the latest news and promotions from PerfectSense.
  • Check out our blog and social media channels.
  • Bed-spiration starts here! Read through our blog and give us a follow on Facebook, Instagram, and Twitter.

The PerfectSense Duvet will feel great from your very first night. Although we do suggest that you wash your duvet before using, it’ll be safe to sleep on if you choose not to.

The PerfectSense Duvet Cover is machine washable in cold or warm water with like colours. Do not use bleach and make sure to tumble dry low. If ironing is necessary, make sure to use low temperature. 

The PerfectSense Duvet will feel great from your very first night. Although we do suggest that you wash your duvet before using, it’ll be safe to sleep on if you choose not to.

Yes, the PerfectSense Duvet is machine washable using cold water on gentle cycle and tumble dry low with laundry balls. We recommend washing it every 2-3 months for general upkeep. Please make sure duvet is thoroughly dried prior to usage.

You can care for your mattress properly and limit the overall wear and tear by following our guidelines below:

Protect

We highly recommend that you use a mattress protector to prevent damage to your PerfectSense. Check out the PerfectSense Mattress Protector; it's both water-resistant and temperature regulating so you can stay cool, and sleep comfortably while your mattress stays clean. If you'd like to source your own, we recommend protectors with breathable or cooling features, and to choose a water-resistant protector for the best protection.

Clean

It is best to use a mattress protector with your PerfectSense mattress, allowing you to remove and wash the protector as needed. If you aren't using a protector, you can remove the fabric cover of the mattress by the zipper and spot clean with a mild detergent and water. This cover is also machine washable in warm water (40°C), then we recommend letting it air dry. Make sure you wash your cover alone to avoid colour transfer or pilling from other fabrics. The foam of the mattress can be damaged by any liquids, including cleaning products.

Maintain

To care for your mattress over time, we recommend a rotation of 180 degrees at least once every six months. Some softening throughout the lifespan of your mattress is normal, so regular rotations will help keep your mattress feeling even across the full surface. Don't flip the mattress over, as it has been designed with a specific top and bottom layer.

For any specific care questions, please get in touch with our Customer Care Team for tips and advice.

The PerfectSense Mattress Protector should be washed and dried on low-to-medium heat, separately or with items of a similar colour. High-temperature modes should be avoided, as this may damage the integrity of the mattress protector.

The PerfectSense Sheets are designed to become softer after every wash. We recommend washing the PerfectSense Sheets roughly once a week on a normal cycle in warm water (<40°C). The PerfectSense Sheets can be tumble dried at medium heat in a normal cycle. To finish, the PerfectSense Sheets can be ironed using a medium setting (<150°C).

The cover is machine washable. We recommend washing your pillow cover in warm water, and hanging to dry. The inner foam core cannot be washed.

Yes, we recommend washing The PerfectSense Sheets before first use.

PerfectSense 10 Year Warranty

Your new PerfectSense Mattress is covered by a 10-year Limited Warranty. For 10 years following your PerfectSense Mattress purchase, if you experience a manufacturer defect covered under our warranty, we will offer a one-time replacement or repair of the original mattress size purchased. This includes all components of the mattress. There is no fee or deductible required. If the warranty claim happens during your 100-night trial period, the trial will be paused during shipment of the replacement mattress and the trial will resume upon delivery of the replacement PerfectSense.


This Limited Warranty covers the following during normal wear and use:

  • Degradation, which causes the mattress to have a visible indentation greater than one (1) inch, not associated with an improper foundation.
  • Any physical flaw in the mattress that causes foam material to split or crack, despite normal usage and proper handling.
  • Any defect or flaw in the zipper assembly of the mattress cover. PerfectSense may decide to repair or replace the cover that wraps the PerfectSense Mattress.

This Limited Warranty does not cover:

  • A normal increase in softness of the foam after long-term use.
  • Comfort preference or mattress height preference.
  • Any stains, burns, tears, cuts, or liquid/moisture damage resulting from use by customer or their environment.
  • Damage due to use with an inappropriate foundation.
  • Product that is sold by an unauthorized retailer or product that is in any way sold as “used” or any other similar wording indicating the product is not “new.”

Except for the terms provided above, PerfectSense will not charge the purchasers to repair or replace a purchaser’s mattress if it is deemed defective during the length of this 10-year Limited Warranty. No new warranty will be provided for the replacement product. Any warranty claim is only applicable within the country of original delivery, to the same customer name.

We know it can take some time to adjust to a new mattress, so we give you plenty of time to have it in your sleep environment and ensure you love it. If for any reason it's not working out, we'll come pick it up from you and give you a full refund, no questions asked.


The PerfectSense Mattress

Each customer is eligible for one (1) 100 Night Trial for their first order placed on PerfectSense.ca. Only first orders placed on PerfectSense.ca with a maximum of four (4) PerfectSense mattresses are eligible for the trial. Any orders placed using the same credit card, email address, billing address or shipping address will be considered as being placed by the same customer. If you are not certain that your order qualifies for the PerfectSense 100 Night Trial, contact PerfectSense’s Customer Service team, who will determine your order’s eligibility.

Once a customer has made a return within their 100 Night Trial, they are not eligible for another trial on the same product. The 100 Night Trial is non-transferable and any returns require proof of purchase. Any PerfectSense products ordered through a third-party website or provider are not eligible to the 100 Night Trial.


Shipping

Free shipping is available to the 10 provinces in Canada and there is a non-refundable shipping surcharge for orders shipping out to the Canadian Territories. There is no fee or deductible required for the product, and transportation of any replacement is free to any provincial street address in Canada.

Should you choose a delivery service or option provided directly through one of PerfectSense’s delivery providers, the delivery contract at that point will be directly between you and the delivery partner, not PerfectSense. PerfectSense will no longer be able to act as your primary point of contact for shipping inquires.


Size Exchanges

If the incorrect size is ordered, a one-time size exchange will be offered within the 100-Night Trial. This must be communicated to PerfectSense within the first 100 nights. To limit the impact on the environment, PerfectSense will treat a size exchange as completion of the 100-Night Trial. It is strongly recommended to confirm the correct size required before an order is placed.

Once the replacement product has been received, failure to return the original product will be considered authorization to charge your credit card for the price of the item.


Returns

Any returned product type will not be eligible for additional subsequent trials (i.e. if you return a Mattress, you will not be eligible for another 100-night trial on future mattress orders).  

Any environmental and/or customer-inflicted damage will disqualify the ability to exchange or return the PerfectSense product. Additionally, to ensure that mattresses can be donated to charities, all returns must be in good condition and free of stains and/or damage.

The product, opened or unopened, can only be returned within the 100 Night Trial. In the event of a return, the pickup address can differ from the original delivery address, however it must be a valid street address within any of the Canadian provinces.

Customer may return a maximum of four (4) PerfectSense mattresses per initial order, validated by the order number, customer name, or shipping address. Please try our products first before ordering in large quantities.

Once a return is requested and the required information has been provided, you will be contacted directly by our pickup partner for your area to schedule an appointment. In urban centers, a partner will usually contact you within 2-5 business days. In rural areas, it may take up to 3 weeks for a suitable pickup partner to be arranged.

While our partners will do their best to accommodate your requested times, pickups will ultimately be subject to their availability, and will occur only during their operating hours (generally weekdays only).

You must accommodate pickup by the partner we selected within 3 weeks of being contacted by this partner, or your return request will be voided. If you are outside of the trial period you will not be eligible to make another return request.

Once the pickup has been completed and confirmed, your refund will be processed back onto the original card used for the purchase. This typically occurs within 5 business days of the pickup. Standard processing time for the funds to be posted by your bank is 3-5 business days.


Billing

Promotional codes or offers cannot be combined and promotional codes cannot be used in combination with the financing option available through PayBright.

We may modify these terms at any time

You agree that PerfectSense may, at its sole discretion, suspend or terminate your access to all or part of its website and resources for any reason, including, without limitations, breach of this User Agreement. This includes that there may be change these Terms at any time. If the changes are material, we’ll let you know by email or posting a notice on the site before the changes go into effect. The notice will designate a reasonable amount of time (the “Notice Period”) after which the new terms will go into effect for all users.

Any suspected illegal, fraudulent, or abusive activity may be grounds for terminating your relationship and may be referred to appropriate law enforcement authorities. Upon suspension or termination, your right to use the Resources we provide will immediately cease, and we reserve the right to remove or delete any information that you may have on file with PerfectSense, including any account or login information.

When returning an PerfectSense Mattress within the 100-night trial, the refund will be processed by our Billing Team within 1-2 business days of the pickup being confirmed.

To help us process your refund as quickly as possible, you can request a receipt from the onsite pickup team. Email us a photo of the receipt, as well as a photo of the mattress being loaded onto the pickup vehicle, and we’ll get started on your refund as quickly as possible.

Otherwise, the pickup confirmation will be provided to us by our pickup partner within 3-5 business days of the mattress being collected.

If you request a return of an PerfectSense sleep accessory (PerfectSense Pillows, Duvets, Duvet Covers, Mattress Protectors, Sheets sets, and Pillow Case sets) within the 60-night trial, we will issue you a return label to have the product shipped to our donation partner. The refund will then be processed by our Billing Team within 3 business days of the item being received. Pre-paid shipping labels for the return of all accessory products must be issued by PerfectSense.

All refunds are processed to the original method of payment, and a refund receipt will be emailed for your records. Standard processing time for the funds to be posted by your bank is 3-5 additional business days.

If you have placed your order using PayBright financing, there may be a longer processing time experienced through the third party lender. This can take up to 15 business days.

There will be no re-stocking fees in the event of a return within the trial period.

If you aren’t satisfied with the comfort of your PerfectSense mattress and would like to return it, we will be happy to arrange the pickup of your mattress through one of our charitable partners in your area. We will donate the mattress to someone in need in your community (where available), or send it to recycling. 

Once the pick-up is confirmed, we will refund you the full amount using the initial form of payment within the next couple weeks.

You do not need to keep the original packaging the mattress was shipped in. Please contact us at support@perfectsense.ca and we will coordinate your return for you.

You may exchange your mattress during the 100-night trial period. We'll help you process the price difference and ship you the right sized PerfectSense Mattress. Please note that exchanging your mattress voids the 100-night trial for your second PerfectSense Mattress.

If you say goodbye to your PerfectSense mattress, we will do our best to relocate it to a new home through our registered charity partners across Canada. For some areas where donation is not available, the mattress will be recycled or disposed of according to municipal requirements. We work hard to ensure all returned mattresses are either donated or recycled.

Send us an email at support@perfectsense.ca and we’ll help coordinate the return.

We're committed to reducing our environmental impact through innovative production, storage and delivery solutions. We also stand by our mission of providing a better sleep for all Canadians by donating our mattresses through registered charities from coast to coast.

At PerfectSense, everything we do is focused on creating phenomenal customer experiences. Our team is built around a culture of high-performance, deep learning, and creative intelligence. We use data and design thinking to solve problems for our customers and create massive value. As a lean, fully integrated vertical eCommerce company we're ushering in a new era of work and productivity, while reinventing the Canadian mattress industry.

Our careers page is coming soon so you can see opportunities to join the dream team!

Our success truly starts with our mattress. We've found that bypassing traditional bricks and mortar retail for online ordering and front-door delivery allows us to be agile and focus our efforts on creating a truly amazing mattress. Once we had the mattress, all we had to do was tell Canadians about it. With over 50,000 mattresses sold across Canada and more than 4,000 5-Star reviews, our customer feedback has played an integral role in our growth. We take pride in always putting our customers first, making sure their experience is positive from first click to checkout, delivery, and beyond.

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