Frequently Asked Questions (FAQ) |
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Do I need to pay tax on my order?
SpineSoft charges tax as per the federal and provincial government policies.
SpineSoft charges tax on the primary price of the mattress. Primary price is the price which does not take into account any kinds of discounts or promotions offered by SpineSoft.
All discounts or promo codes are applied after the tax is levied on the primary price.
Which Payment methods do you accept?
We accept following payments methods only.
- Credit cards: Visa, Mastercard, and American Express.
- Debit cards: Mastercard debit and Visa debit.
We do not accept any payments in cash or any other kind of money transfers.
How can I use a promo code?
Once you add your chosen Canadian mattress to your shopping cart, you can navigate to checkout page. On the checkout page, you can enter the promo code to avail the discount specific to the promo code.
In most cases, the promo code applies to a single item in the cart, unless otherwise specifically mentioned in the promo code terms.
How can I cancel my order?
We do understand that you can change your mind after placing an order. Once you decide to cancel your order, contact us immediately via email at orders@spinesoft.ca.
Based on the timing of order cancellation, we will try our best to not ship the order.
If the order is already shipped, then we will cancel the order but you will still receive the product.
DO NOT OPEN THE MATTRESS IN THE BOX IF YOU RECEIVE THE MATTRESS AFTER CANCELLING THE ORDER.
Do you offer any custom mattress or size?
We do offer custom mattresses but cannot guarantee all kinds of customizations.
To order a custom mattress, send an email to orders@spinesoft.ca with complete specifications of the customisation.
We will evaluate the feasibility and cost of the custom best box-packed memory foam mattress before we confirm the placement of order.
Do you deliver outside Canada?
SpineSoft mattresses are only delivered within Canada. We don't ship our products outside Canadian borders.
Do I pay for shipping?
Our clients do not pay for shipping charges for any of the SpineSoft mattresses. We do not charge shipping cost for any style, size, or quantity of mattresses ordered.
Do I need to be at home for delivery?
Our delivery team drops the best memory foam mattress in a box at the door and don't require a signature for the delivery.
SpineSoft is not liable for any loss or damage to the package after delivery.
Do you offer in-home mattress setup services?
SpineSoft’s hybrid and foam mattresses are delivered in easy-to-move boxes. Mattress setup is relatively easy and can be comfortably done by any personina normal household.
SpineSoft does not provide any in-house setup or moving services for mattresses.
Will you remove my old mattress?
Unfortunately, SpineSoft does not offer the service of disposing old mattresses.
However, you can dispose your old mattress by following your local city's mattress recycling policies. You can also look for private local mattress disposal companies.
Do you ship to PO Box Addresses?
We would love to deliver at PO box addresses. However, SpineSoft engages third party shipping companies which do not deliver at PO box addresses.
How long does it take for my order to arrive?
The shipping duration pretty much depends on the distance between your location and our mattress store or warehouse facility.
Once we receive the order, we process the order through our billing system which typically takes 1-2 business days.
Once the order is processed, our shipping partner delivers within the timelines below.
| ON: | 2-4 business days |
| MB, QC: | 2-5 business days |
| AB, SK, NB, PEI: | 4-7 business days |
| BC: | 5-7 business days |
| NS, NL: | 5-7 business days |
| YT, NT, NU: | 7-9 business days |
There might be situations when the order delivery could get delayed for different reasons. We will keep you updated about such delays and follow-up action we will be taking to address the issue.
How does delivery work for apartments, condo, or gated community?
Deliveries to apartments, condo, or gated community primarily depends on the rules and policies of such buildings.
We cannot guarantee that mattress will be delivered at your unit's doorstep.
Please include your buzz code with the order and we will try to inform you when we attempt the delivery.
What is your return policy?
SpineSoft offers a 100-night trial for any mattress we manufacture. We believe that from the time you unpack the new mattress fromthe box pack and start using it,your will body take a maximum of 14 days to adjust to the same.
If you are not satisfied with our product within 100-night trial period, we will arrange for a return of the mattress with no additional charges from our customers.
How common is mattress return during trial period?
We manufacture high quality mattress and don't expect our clients to be unhappy with our products.
Until now, our mattress return rate is very low and we work hard to bring it to as low as 0%.
At the same time, we do understand that each customer is different and may want to return the mattress.
How do I schedule my return?
You can email us to schedule your return of mattress and our customer service representatives will help you with the process.
How is return made after I have unpacked the mattress?
We deliver our mattress in compressed and rolled form and it cannot be repacked in a box by a human being.
To make it simple, we arrange for a return of the mattress to our charity partners who will pick up the expanded mattress in most cases.
How are my refunds processed?
Once we retrieve the product, we process the refund within 3 business days.
The refundwill be credited to your bank account within 2 weeks after we receive the product.
We process refund payments using the same payment method through which we originally received the payment during purchase.
How can I create my account?
To create an account, click the 'Log In' link in the header of the site. Click 'Create Account' submenu and fill the details to create an account.
How can I change my password?
To change your password, click the 'Log in' link in the header of the site. Click 'Log In' submenu and click 'FORGOT YOUR PASSWORD?' to reset your password.