Frequently Asked Questions
Common Questions and Answers
COVID-19 (Coronavirus) Response
At Douglas by GoodMorning.com, the health and safety of our customers and staff is our top priority. Please read our FAQs below to learn more about the steps we’re taking to ensure that you — and your mattress — are protected. Over the coming months, we will continue to keep an open and transparent line of communication with you.
As a direct-to-consumer manufacturer, our online shop is open 24/7. During this time, we hope to connect with you even more — call us at 1-855-215-9509, email us at email@example.com, or spark up a chat with our Customer Service team on the bottom right corner of the website. We also hope you’ll continue to share your good mornings with us on Instagram, Facebook, and Twitter @GoodMorning.
A good night’s sleep is more important than ever.
What is GoodMorning.com doing to ensure proper health and safety standards are met during this time?
At our head office and manufacturing facilities across Canada, we have instituted increased hand-washing and wipe-down procedures and implemented work-from-home policies where possible. We are following recommendations as they are issued by the Canadian Government.
As for production, minimal contact is involved in the manufacturing process. Our mattresses are machine-packed in airtight, vacuum-sealed plastic prior to shipping, and contactless delivery is standard. We hope your in-home, 120-night Sleep Trial gives you a safe space to decide on whether your new mattress meets your needs.
Will I experience shipping delays during this time?
Due to COVID-19, you may experience delays in shipping and delivery. We’ll work diligently to keep shipping timelines updated on our website, and you’ll be notified as soon as your mattress ships. You can also monitor updates from FedEx as they happen here.
We ask for your patience and understanding as we work together to deliver the best experience we can under these extraordinary circumstances.
Are there any risks associated with accepting deliveries to my home?
Contactless delivery is standard for GoodMorning.com. Our FedEx delivery partner has also announced a Safety Above All policy, and will not be requesting signatures for deliveries made in Canada for the foreseeable future.
As announced by the World Health Organization, the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.
What is contactless delivery?
Contactless delivery ensures the safety of both our customers and delivery partners.
- FedEx will not require your signature for delivery
- Our delivery partner will knock or buzz to let you know your package has arrived
- You do not need to come to the door to accept the delivery. Your order will be left at your front door or building entryway
Will I experience customer service delays during this time?
As efforts to contain COVID-19 continue, we will follow recommendations from Alberta Health Services and the Government of Canada by closing our head office and working remotely.
Response times should not be interrupted; however, should you experience delays, please rest assured that our Customer Service team knows how important it is for you to get a good night’s sleep. We are taking extra special care to serve you during this unique and challenging time.
Will I be able to return my mattress during this time?
To help protect everyone in light of COVID-19, some of our pickup partners have temporarily suspended service. Others have been instructed to adopt social distancing and are no longer permitted to go inside customers’ homes to complete mattress pickups; instead, they kindly request that you leave your mattress outside your door for scheduled pickups until further notice.
We will be honouring in-trial requests for a mattress pickup in a timely manner as soon as we are permitted. We ask for your patience and understanding during this time and look forward to serving you in the future.
What materials are used in the Douglas mattress?
Douglas mattresses are made with Canadian-built foams and fabrics. The top 2” comfort layer is made with ecoLight®️ cooling gel foam, developed to be just as durable as 4lb high-density memory foam while using up to 40% less carbon input. The middle 2” layer is made of Elastex®️ foam to give the mattress just the right amount of bounce. The bottom 6” support foam isolates movement and provides better edge support. The washable cover contains sustainable Tencel®️ fibres.
What kind of foundation or base can I use? Do I even need one?
We recommend using a foundation, but you can use your Douglas mattress directly on the floor provided it is not on floors susceptible to moisture build-up such as a concrete floor, below-grade (basement) floor, or on a floor in a humid environment.
Acceptable foundations include: adjustable bases, solid untreated wood platform beds, horizontally slatted systems with gaps no more than 3″ apart and slats no less than 2″ wide, non-flexing box springs that are in good repair, foundations specifically designed for memory foam/latex beds.
For Queen, King, and California King mattresses, platform beds and slat systems require at least one center support beam. Platform beds and adjustable bases made of wired metal are not acceptable for use with your Douglas.
How does the 120-Night Sleep Trial work?
The 120-night sleep trial is our guarantee that comes with your Douglas mattress purchase. From the day your new Douglas mattress arrives, you’ll have 120 nights to make sure it’s right for you. If you are unhappy with it after trying it for at least 30 nights, you can return it for a full refund. We’ll send a moving company to pick it up and then refund 100% of your money. Refunds can take a few days to appear on your credit card.
What are the shipping costs?
Shipping is free to nearly all Canadians. There may be a remote shipping fee to some remote locations.
How long will it take for my order to arrive?
Always refer to the individual product pages for the most current shipping timelines.
Once a product leaves our facilities, delivery can take 1-6 business days after it has shipped, depending on your location. Timelines are subject to change depending on interruptions with our shipping partners. Please note that business days do not include weekends or public holidays.
Where do you ship to?
We ship everywhere in Canada. Sorry – Douglas is for Canadians only and we do not ship outside of Canada.
Will all my items arrive in the same shipment?
If you have ordered multiple mattresses, they may ship separately. If you have also ordered accessories, these items will ship separately from the mattress and have their own tracking information.
The most current shipping timelines are listed on the individual product pages.
What does the mattress feel like?
Douglas mattresses are medium-firm, with a plush supporting feel. They are perfect for all sleeping positions and all types of sleepers.
How Canadian is a Douglas mattress?
Douglas doesn’t get more Canadian. It is designed, photographed, manufactured, delivered, and warrantied by Canadians in Canada.
What are the mattress dimensions and weight?
Twin: 38” x 75” x 10″, 38 pounds
TwinXL: 38” x 80” x 10″, 40 pounds
Full/Double: 53” x 75” x 10″, 50 pounds
Queen: 60” x 80” x 10″, 65 pounds
King: 76” x 80” x 10″, 80 pounds
California King: 72” x 84” x 10″, 80 pounds
RV Bunk Small: 28” x 75” x 10″, 29 pounds
RV Three-Quarter: 48” x 75” x 10″, 49 pounds
RV Short Queen: 60” x 75” x 10″, 61 pounds
Does my Douglas have an odor or off-gas?
We use high-grade materials that have little to no odor or chemical off-gassing. Our ecoLight®, Elastex®, and support foams are certified by the CertiPUR® program. They do not contain any harmful chemicals, heavy metals, or impact the air quality. There is no need to air out your mattress overnight. Any faint odors or smells will dissipate within a few hours.
Is there an adjustment or break-in period?
You may experience an adjustment or break-in period with your new Douglas mattress. Just like a new pair of shoes, the materials in the mattress need to be physically broken in, so it might feel more stiff than you’d expect in the first few weeks of ownership. We recommend that you give your new Douglas mattress up to 30 days to experience the full effect.
I’m allergic to latex. Is that a problem?
Nope! We don’t use latex in any of our products.
How do I wash my Douglas mattress cover?
Wash the TOP COVER ONLY. Wash with cool or warm water on delicate setting. Hang to dry or tumble dry on low heat. To prevent colour transfer from other laundry, wash the cover in its own separate load.
Purchase, Shipping and Setup
Does Douglas ever go on sale?
The price you see on the website is the best possible price we can offer.
Do you sell to anyone outside Canada?
Nope. Douglas is for Canadians only.
How do I setup my Douglas mattress when it arrives?
It’s easy – open the box, take out your new Douglas mattress, and move it to the desired location. Unroll your Douglas and remove the plastic cover. Watch it expand and enjoy it.
If my Douglas is too firm or too soft, will you ship me a free topper?
No. Some companies send out cheap foam toppers to try to reduce return rates. Most companies have stopped this policy because it doesn’t improve customer experience. Instead of this, we focused on making our Douglas mattresses better, with a longer sleep trial, and don’t recommend ever using a cheap topper. If Douglas isn’t right for you, returns are painless and easy.
What size box does the Douglas ship in and how much does the package weigh?
The Douglas ships in a 18″ x 18″ x 45″ box but the weights vary depending on the size of the mattress.
Twin: 44 pounds
TwinXL: 46 pounds
Full/Double: 56 pounds
Queen: 71 pounds
King: 86 pounds
California King: 86 pounds
RV Bunk Small: 29 pounds
RV Three-Quarter: 49 pounds
RV Short Queen: 61 pounds
Do you ship to PO boxes?
Due to the oversized nature of our packages, Douglas cannot guarantee delivery to PO boxes. If you require shipment to a PO box, please contact our customer care team for assistance.
What should I expect on delivery day?
It’s the day you’ve been waiting for! Your new Douglas products are on their way and will be delivered to your building today. The drivers will leave your package(s) right at your door if they feel it’s safe to do so. In the event that delivery is not possible, the driver will attempt redelivery or will leave your package(s) at your local pick up center for you to collect at your convenience. Please remember to follow all instructions on any shipping note or delivery notice left on your door or in your mailbox. Drivers will not be able to carry your new Douglas products up flights of stairs or to your bedroom nor will they be able to unbox your package(s) for you.
Can you apply promotional offers or discounts to purchases made before the start date of the promotion?
No. Offers are only valid on new orders placed while the promotion is active.
Are returns free?
Yes, returns are free within the 120-night trial. You must sleep on your Douglas mattress for at least 30 nights before you can return it.
Accessories & Foundations
No, these items are subject to product-specific return fees as outlined in our Purchase Policy. Unopened accessories can be returned within the timeframe listed in this policy. Returns are not available for pillows, mattress protectors, foundations, or adjustable beds once their packaging has been opened.
What happens to returned mattresses?
We never resell or restock returned mattresses. In fact, we donate returned mattresses to local charities and community organizations whenever available.
How do I organize a return?
Contact us between nights 30 and 120 of your sleep trial and we’ll arrange for your mattress to be removed by one of our removal partners. Once removed, we’ll issue a full refund. The return timeline can vary dependent on your geography and what local services are available. To initiate a return, email firstname.lastname@example.org. The subject line of the email should read “Return Request – [Your Order #]”. In the body of the email, include the full name on the order and the reason for your return. Within 1-2 business days, our Customer Experience team will respond with next steps to set up a removal date.