Free mattress delivery in Toronto

Mattress and Product Purchase Policy

Making a
Comfort Guarantee?

Submitting a
Warranty Claim?

Returns & Exchanges

All Dozy products are eligible for a full refund upon return within 30-days of purchase provided the product is unopened and in its original packaging. The original sales receipt and/or invoice must be presented. Opening the original packaging voids your ability to return the merchandise, this includes unrolling any rolled mattress.

NOTE: At Dozy, we offer trials of our mattresses in-store 7 days/week and so it is the responsibility of our customers to ensure the mattress is comfortable for them. As such, we do not offer refunds or returns on any used and/or opened mattresses. See our 125-night comfort guarantee below for options related to any used and/or opened mattresses.

Mattress

125-Night Comfort Guarantee

If at any point within 125-nights from the time your mattress is delivered you realize that the mattress is too soft or too firm, Dozy will exchange your mattress with one that fits your needs. Approval of a comfort guarantee is up to the sole discretion of the Dozy service team and not based on customer interpretation of our comfort guarantee policy.

If you decide you want a different mattress model, we are happy to assist with a straight exchange. If you exchange for a different model that is more expensive, you’ll just pay the difference. Likewise, if you exchange for a different model that is less expensive, we’ll be happy to refund the difference. There are no additional fees provided you are located in Toronto or the GTA. Additional shipping charges apply to customers located outside Toronto or the GTA. No discounts apply to models you are exchanging into, the model will be exchanged based on its regular retail pricing regardless of any sales or discounts.

If you decide you want a mattress that is softer or firmer, we are happy to assist with the exchange at no extra charge provided it is within 125-nights from your initial delivery and after the 60-night break-in period. This offer only applies to the Original and Legacy lines (the Express line is excluded from firmness customizations).

Our 125-night comfort guarantee applies to Dozy mattresses only and is offered at no extra charge up to a maximum of 2 times. Some exceptions apply.
NOTE: Our 125-night comfort guarantee does not apply to foundations and bases, or accessories including pillows, mattress protectors, and sheets. Custom size mattresses may not be covered under this policy.

NOTE: Our 125-night comfort guarantee does not apply to size exchanges (this includes product size and height or thickness). We highly recommend measuring your space and accessories to ensure you are purchasing the correct size.
*You can still return or exchange any product that is unused and unopened in its original packing (see RETURNS AND EXCHANGES above).

60-Night Break-In Period

Experiencing discomfort on a new mattress is relatively common as your body often needs time to adjust from what it was used to. Additionally, a new mattress is like a new pair of shoes, it is the firmest it will ever be when you first get it home and needs some time to break-in. Over time the pressure from your body will relax the foam and soften it to its baseline. After this initial break-in period and with proper rotation every 3-6 months, your mattress should age gracefully and give you many years of comfortable sleep.

At Dozy, we recommend all our customers sleep on their new mattress for at least 60 nights before processing a comfort guarantee to give the mattress a chance to break-in and ensure that the discomfort you’re experiencing is not related to this initial newness.

NOTE: If you contact our service team before this 60-night break-in period, it is likely they will suggest you wait before proceeding to ensure an exchange is right for you.

Warranty

All new Dozy mattresses come equipped with a 5 or 10-year limited warranty depending on the product. No fee or deductible will be charged for any repair or replacement of a mattress that qualifies for a warranty claim unless you are located outside of Toronto or the GTA. Additional shipping charges apply to customers located outside Toronto or the GTA. No new warranty will be provided on any replacement or repaired product. Approval and resolution of a warranty claim are up to the sole discretion of the Dozy service team and not based on customer interpretation of our warranty policy.

The limited warranty covers any of the following:

  1. An indentation greater than 1.5” (5 cm) with no direct pressure applied to the mattress surface provided you
    are using an adequate and correctly assembled support surface (foundation and frame, platform base, or
    adjustable base)

    NOTE: Using your mattress on an uneven surface or incorrectly assembled support system will
    void the warranty

  2. Seam splitting greater than 2” (5 cm)

  3. Degradation of the mattress that causes foam to split and crack or coils to shift

  4. Broken or exposed coils in any area of the mattress that are clearly visible or felt when direct pressure is applied to the mattress surface

    NOTE: Any damage or degradation that occurs from improper use will void the warranty this includes using your mattress as a trampoline, punching bag, or dinner table.

The limited warranty does not cover any of the following:

  1. Normal increase in softness that is expected to occur from usage for any period of time

  2. Personal change in mattress preference including comfort, type, style, or size

  3. Damage resulting from transport upon pick-up or after initial delivery

  4. Damage resulting from modifications to product *warranty will be voided

  5. Damage related to stains, soiling, liquid or moisture, burns, cuts, or tears resulting from customer use or their environment *warranty will be voided

    NOTE: Mattresses are not washable and cannot be cleaned with any liquid cleaners or detergents. Do not get your mattress wet!

  6. Damage associated with use of an inadequate or improperly assembled support system *warranty will be voided

  7. Exterior irregularities that do not affect functionality or usability or are due to regular use including panel separation, pilling of the exterior fabric, undoing of cosmetic stitching

    NOTE: Use a mattress protector and rotate your mattress to prevent these exterior irregularities.

The Express Line
All mattresses in our Dozy Express line (The Essential and The Osgoode) come equipped with a 5-year limited warranty. The Express Line, comes rolled as a standard, due to this the Osgoode mattresses can have tears on the underside of the mattress due to the compression of the coils. These tears do not affect the mattress in anyway and a patch can be provided to cover the tear, if the tear is larger than the patch we will replace the mattress free of charge.

The Original Line
All mattresses in our Dozy Original line (The Davisville, The Summerhill, and The Richmond) come equipped with a 10-year limited warranty.

The Legacy Line
All mattresses in our Dozy Legacy line (The Rosedale and The Forest Hill) come equipped with a 10-year limited warranty.

Mattress Care

In order to qualify for a warranty claim, your mattress must meet specific criteria. The mattress must be clean and in good condition in order to be brought back to our factory for servicing. The mattress must also be used properly with an adequate and correctly assembled support system.

TIPS:

  1. Use a mattress protector (check out our mattress protector here)

  2. Use an adequate and correctly assembled support system including foundation, frame, platform base, or adjustable base

    *Slat spacing on a platform base should not exceed 3” (7.6cm)

  3. Rotate your mattress 180-degrees every 3-6 months to ensure even wear

    *Do not flip your mattress, the bottom is not a sleep surface

NOTE:

There is no way to wash the exterior of a mattress and any stains or soiling will void the warranty on your mattress. Any improper use will also result in the warranty being voided. Your mattress is a long-term purchase meant to last so we highly recommend following our mattress care tips to ensure you get the most out of it.

Foundations & Bases

Warranty

All Dozy foundations and bases come with a 5 or 10-year limited warranty depending on the product. No fee or deductible will be charged for any repair or replacement of a foundation or base that qualifies for a warranty claim unless you are located outside of Toronto or the GTA. Additional shipping charges apply to customers located outside Toronto or the GTA. No new warranty will be provided on any replacement or repaired product. Approval and resolution of a warranty claim are up to the sole discretion of the Dozy service team and not based on customer interpretation of our warranty policy.

The limited warranty covers any of the following:

  1. Parts not included in packaging upon delivery (legs, screws, tools, etc.)

  2. Bent or broken parts in packaging upon delivery

  3. Damaged or defective parts with proper use and assembly

    NOTE: For missing or damaged parts upon delivery, customers are responsible for contacting our service team within a timely manner. Replacement parts will be provided at the discretion of our service team.

The limited warranty does not cover any of the following:

  1. Damage related to stains, soiling, liquid or moisture, burns, cuts, or tears resulting from customer use or their environment

  2. Damaged or defective parts with improper use or assembly (including jumping, climbing, or laying directly on support surfaces, and use on an inappropriate surface/placement)

    NOTE: All Dozy foundations and bases must be used with a compatible mattress and must be placed directly onto a levelled floor

  3. Parts lost or misplaced during regular use or customer transportation

  4. Style or aesthetics that do not affect functionality (fabric, stitching, colour, etc.)

  5. Squeaking without clear structural damage

The Foundation
The Foundation comes equipped with a 5-year limited warranty.

The Basic Frame
The Basic Frame comes equipped with a 5-year limited warranty.

The Platform Base
The Platform Base comes equipped with a 5-year limited warranty.

The Adjustable Base
The Adjustable Base comes equipped with a 5-year limited mechanical warranty and a 10-year limited structural warranty.

Accessories

Warranty

All Dozy accessories come with a 1-year limited warranty. No fee or deductible will be charged for any replacement of accessories that qualify for a warranty claim unless you are located outside of Toronto or the GTA. Additional shipping charges apply to customers located outside Toronto or the GTA. No new warranty will be provided on any replacement or repaired product. Approval and resolution of a warranty claim are up to the sole discretion of the Dozy service team and not based on customer interpretation of our warranty policy.

The limited warranty covers any of the following:

  1. Manufacturing defects

  2. Craftsmanship issues

The limited warranty does not cover any of the following:

  1. Normal decrease in loftiness or filling that is expected to occur from usage for any period of time

  2. Damage incurred due to improper laundering

  3. Damage related to stains, soiling, liquid or moisture, burns, cuts, or tears resulting from customer use or their environment

  4. Loss of foam or filling as removed by customer

  5. Slight colour changes due to regular usage

  6. Comfort, size, or aesthetic preferences

  7. Damage resulting from modifications to product

  8. Damage resulting from transport upon pick-up or after initial delivery

    *If product remains unused and unopened, see RETURNS AND EXCHANGES above

The Essential Pillow
The Essential Pillow comes equipped with a 1-year limited warranty.

The Original Pillow
The Original Pillow comes equipped with a 1-year limited warranty.

The Mattress Protector
The Mattress Protector comes equipped with a 1-year limited warranty.

The Sheet Set
The Sheet Set comes equipped with a 1-year limited warranty.

Submissions

Requesting a Comfort Guarantee?

In order to process a comfort guarantee, our service team will require a few pieces of information including a photo or copy of the original invoice (hard copy or electronic), an explanation of the problem, and photos of the product in its current condition.

Send an email with the above information to contact@dozysleep.ca or reply to your emailed invoice and our service team will get back to you as soon as possible between Monday-Friday. Call us in-store here for more information on how to start this process.

Making a Warranty Claim?

In order to process a warranty claim, our service team will require a few pieces of information including a photo or copy of the original invoice (hard copy or electronic), an explanation of the problem, and photos of the product in its current condition.

Send an email with the above information to contact@dozysleep.ca or reply to your emailed invoice and our service team will get back to you as soon as possible between Monday-Friday. Call us in-store here for more information on how to start this process.

Taking Photos for a Comfort Guarantee or Warranty Claim?

Our service team will request photos of the product in its current condition. These photos should be taken as follows:

  1. Product should be clearly visible with good lighting and no obstructions including mattress protectors, sheets, blankets, other household items, or people.

    NOTE: We do appreciate any photos with items used for scale including measuring tapes, rulers, or levels to show indentation, etc.

  2. The Product should be photographed from multiple angles including top and side views

  3. The Product should be photographed with no direct pressure applied to the surface including body weight or any other weighted objects

NOTE: Dozy does not keep individual customer information or order details longer than 365 days, your purchase details are your responsibility.

TIP: We recommend keeping your hard copy invoice under your mattress so you’ll never lose it! If you make your purchase online, we recommend saving the email or downloading and printing out your electronic copy to be kept in a safe place.

User
Agreement

Limitation
of Liability

FAQs

  • All Dozy products are eligible for a full refund upon return within 25-days of purchase provided the product is unopened and in its original packaging. The original sales receipt and/or invoice must be presented. Opening the original packaging voids your ability to return the merchandise, this includes unrolling any rolled mattress

  • All Dozy products are eligible for a full refund upon return within 25-days of purchase provided the product is unopened and in its original packaging. The original sales receipt and/or invoice must be presented. Opening the original packaging voids your ability to return the merchandise, this includes unrolling any rolled mattress. If the product you want to return satisfies all of the above criteria, reply to your original emailed invoice. For more information, send us an email at contact@dozysleep.ca or call us in-store here to find out how to proceed.

  • At Dozy, our 125-night comfort guarantee is what we call a trial period. If at any point within 125-nights from the time your mattress is delivered you realize that the mattress is too soft or too firm, Dozy will exchange your mattress with one that fits your needs. This may include exchanging your current mattress for another Dozy mattress model or exchanging it for the same Dozy mattress model with a customized firmness. Some exceptions apply. Check out our policy page here for more details or get in touch with one of our sleep experts here.

  • Experiencing discomfort on a new mattress is relatively common as your body often needs time to adjust from what it was used to. A new mattress is like a new pair of shoes, it is the firmest it will ever be when you first get it home and it needs some time to break-in. The pressure from your body will relax the foam and soften it to its baseline firmness. This break-in period usually takes about 30-60 days depending on the type of mattress you purchase. With all this considered, we recommend all our customers sleep on their new mattress for at least 60 nights before processing a comfort guarantee to give the mattress a chance to break-in and ensure that the discomfort you’re experiencing is not related to this initial newness.

  • All new Dozy mattresses come equipped with a 5 or 10-year limited warranty depending on the product. Check out our policy page here for more details or get in touch with one of our sleep experts here.

  • All Dozy foundations and bases come with a 5 or 10-year limited warranty depending on the product. Check out our policy page here for more details or get in touch with one of our sleep experts here.

  • All Dozy accessories come with a 1-year limited warranty. Check out our policy page here for more details or get in touch with one of our sleep experts here.

  • In order to process a warranty claim, our service team will require a few pieces of information including a photo or copy of the original invoice (hard copy or electronic), an explanation of the problem, and photos of the product in its current condition. Send an email with the above information to contact@dozysleep.ca or reply to your emailed invoice and our service team will get back to you as soon as possible between Monday-Friday. Call us in-store here for more information on how to start this process.

  • In order to process a comfort guarantee, our service team will require a few pieces of information including a photo or copy of the original invoice (hard copy or electronic), an explanation of the problem, and photos of the product in its current condition. Send an email with the above information to contact@dozysleep.ca or reply to your emailed invoice and our service team will get back to you as soon as possible between Monday-Friday. Call us in-store here for more information on how to start this process.

  • At Dozy, we do our best to relocate your exchanged mattress to a new home through our registered charity partners. Where donation is not available, the mattress will be recycled or disposed of according to municipal requirements.

  • At Dozy, we offer a 125-night comfort guarantee. Check out our policy page here for more details or get in touch with one of our sleep experts here.

  • All Dozy mattresses are available to be tried at one of our in-store locations. Check out this page to find a showroom near you!