Free mattress delivery in Toronto
Making 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.
Submitting 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.
All Dozy products are eligible for a full refund upon return within 14-days of purchase provided the product is unopened in its original condition and packaging with all manufacturer tags attached. The original sales receipt or invoice must be presented. Any damage, laundering, or removal of manufacturer tags voids your ability to return the merchandise.
NOTE: At Dozy, we offer trials of our mattresses in-store 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 opened or used mattresses. See our 125-night comfort guarantee below for options related to any opened or used mattresses.
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 our free delivery zone. 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.
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 the mattress has reached its baseline before an exchange is processed.
All new Dozy mattresses come equipped with a 5 or 10-year limited fair-use warranty depending on the model. No new warranty will be provided on any replacement or repaired product. Additional shipping charges apply to customers located outside of our free delivery zone. 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 fair-use warranty covers any of the following:
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
Seam splitting greater than 2” (5 cm)
Degradation of the mattress that causes foam to split and crack or coils to shift
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 fair-use warranty does not cover any of the following:
Normal increase in softness that is expected to occur from usage for any period of time
Personal change in mattress preference including comfort, type, style, or size
Damage resulting from transport upon pick-up or after initial delivery
Damage resulting from modifications to product
Damage related to stains, soiling, liquid or moisture, burns, cuts, or tears resulting from customer use or their environment
NOTE: Mattresses are not washable and cannot be cleaned with any liquid cleaners or detergents. Do not get your mattress wet!
Damage associated with use of an inadequate or improperly assembled support system
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.
Fair-use warranty terms & conditions
All Dozy mattresses come equipped with a 5 or 10-year limited fair-use warranty with the first 2 years being pro-rated if you have a mattress with a 5-year warranty and the first 4 years being pro-rated if you have a mattress with a 10-year warranty.
During the pro-rated period, if the mattress qualifies for a warranty at the discretion of the Dozy service team, the mattress will be picked up and replaced free of charge. However, additional shipping charges will apply if you are located outside of our free delivery zone.
Once the pro-rated period of the warranty expires, the mattress will enter the limited fair-use period. We will calculate the value of the warranty based on the percentage of life left in the mattress warranty.
Ex. If you’ve had your Osgoode mattress for exactly 3 years and submitted a qualifying warranty, you will have to pay 60% of the cost of the mattress to have it replaced at the discretion of the Dozy service team.
Ex. If you’ve had your Davisville mattress for exactly 4.5 years and submitted a qualifying warranty, you will have to pay 45% of the cost of the mattress to have it replaced at the discretion of the Dozy service team.
Ex. If you’ve had your Summerhill mattress for exactly 8 years and submitted a qualifying warranty, you will have to pay 80% of the cost of the mattress to have it replaced at the discretion of the Dozy service team.
NOTE: The examples provided are included for reference and are not inclusive of all individual circumstances. The mattress’ life will be calculated per day and rounded down to the nearest whole number.
The Express Line
All mattresses in our Dozy Express line (The Essential and The Osgoode) come equipped with a 5-year fair-use warranty.
The Original Line
All mattresses in our Dozy Original line (The Davisville, The Summerhill, and The Richmond) come equipped with a 10-year fair-use warranty.
The Legacy Line
All mattresses in our Dozy Legacy line (The Rosedale and The Forest Hill) come equipped with a 10-year fair-use warranty.
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:
Use a mattress protector (check out our mattress protector here)
Use an adequate and correctly assembled support system including foundation, frame, platform base, or adjustable base
NOTE: Slat spacing on a platform base should not exceed 3” (7.6cm)
Rotate your mattress 180-degrees every 3-6 months to ensure even wear
NOTE: 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 that results in damage to the mattress 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.
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. Additional shipping charges apply to customers located outside of our free delivery zone. 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:
Parts not included in packaging upon delivery (legs, screws, tools, etc.)
Bent or broken parts in packaging upon delivery
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:
Damage related to stains, soiling, liquid or moisture, burns, cuts, or tears resulting from customer use or their environment
Damaged or defective parts with improper use or assembly (including jumping, climbing, or laying directly on the foundation or base, and use on an inappropriate surface or incorrect placement
NOTE: All Dozy foundations and bases must be used with a compatible mattress and must be placed directly onto a levelled surface or floor
Parts lost or misplaced during regular use or customer transportation
Style or aesthetics that do not affect functionality (fabric, stitching, colour, etc.)
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.
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. Additional shipping charges apply to customers located outside of our free delivery zone. 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:
Manufacturing defects
Craftsmanship issues
The limited warranty does not cover any of the following:
Normal decrease in loftiness or filling that is expected to occur from usage for any period of time
Damage incurred due to improper laundering
Damage related to stains, soiling, liquid or moisture, burns, cuts, or tears resulting from customer use or their environment
Loss of foam or filling as removed by the customer
Colour changes due to regular usage
Comfort, size, or aesthetic preferences
Damage resulting from modifications to product
Damage resulting from transport upon pick-up or after initial delivery
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 Versaille Collection
The Versaille Collection comes equipped with a 1-year limited warranty.
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.
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.
Our service team will request photos of the product in its current condition. These photos should be taken as follows:
The entire 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.
The product should be photographed from multiple angles including top and side views
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
DOZY 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 CHANGES TO THESE TERMS AT ANY TIME, IF THE CHANGES ARE MATERIAL, DOZY AGREES TO POST A NOTICE TO 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 AND SERVICES WE PROVIDE WILL IMMEDIATELY CEASE, AND WE RESERVE THE RIGHT TO REMOVE OR DELETE ANY INFORMATION YOU HAVE ON FILE WITH DOZY, INCLUDING ANY ACCOUNT OR LOGIN INFORMATION.
Limitation
of Liability
TO THE EXTENT PERMISSIBLE BY APPLICABLE LAW, ALL DOZY MATTRESSES, FOUNDATIONS, FRAMES, OR BASES, AND ACCESSORIES ARE PROVIDED “AS IS” AND THIS WARRANTY AND ANY IMPLIED WARRANTIES ARE YOUR EXCLUSIVE WARRANTIES AND REPLACE ALL OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED. SOME PROVINCES OR TERRITORIES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.
SOME PROVINCES OR OTHER JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, SO THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU. YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM PROVINCE TO PROVINCE AND JURISDICTION TO JURISDICTION.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW AND EXCEPT AS SET FORTH IN THIS LIMITED WARRANTY, IN NO EVENT WILL DOZY OR ITS SUPPLIERS BE LIABLE FOR PROCUREMENT OR SUBSTITUTE PRODUCTS OR OTHER SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR INDIRECT DAMAGES ARISING OUT OF OR RELATED TO ALL DOZY MATTRESSES, FOUNDATIONS, FRAMES, OR BASES, AND ACCESSORIES OR THEIR USE BY YOU OR ANY THIRD PARTY, WHETHER UNDER THEORY OF CONTRACT, TORT (INCLUDING NEGLIGENCE), INDEMNITY, PRODUCT LIABILITY OR OTHERWISE. THIS LIMITATION WILL APPLY EVEN IF DOZY HAS BEEN ADVISED OF SUCH DAMAGES NOTWITHSTANDING THE FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. DOZY’S TOTAL LIABILITY WILL NOT EXCEED THE PURCHASE PRICE PAID FOR ANY DOZY MATTRESSES, FOUNDATIONS, FRAMES, OR BASES, AND ACCESSORIES GIVING RISE TO SUCH LIABILITY.
SOME PROVINCES OR TERRITORIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS AND EXCLUSIONS MAY NOT APPLY TO YOU.
ANY WARRANTY, OR IMPLIED WARRANTY, COVERS THE ORIGINAL PURCHASER OF THE PRODUCT AND IS ONLY VALID FOR THE PERIOD OF TIME THE PRODUCT IS OWNED BY THE ORIGINAL PURCHASER. FOR THE PURPOSES OF THIS WARRANTY, THE ORIGINAL PURCHASER IS THE FIRST PURCHASER OF THE PRODUCT FROM DOZYSLEEP.CA OR AN AUTHORIZED DOZY RETAILER.
ALL DOZY PRODUCTS’ ACTUAL MEASUREMENT SIZE MAY SLIGHTLY VARY. WE ALLOW FOR VARIANCE WITHIN +/- 1 INCH (2.5 CM) AS A RESULT OF VARIOUS ENVIRONMENTAL FACTORS AND/OR THE COMPRESSED PACKAGING PROCESS.