support

faqs

How long will it take my mattress to ship?

Times vary depending on your location, but it generally takes 5–7 days to arrive at your door.

What is Cold Wire Plus technology?

Our mattresses, pillows and protectors are artfully woven with Cold Wire Plus temperature control yarns that form a soft, cool surface. The Cold Wire yarns create a beautiful quilted pattern, but also serve to wick away body heat and create a cooling effect that's actually cool to the touch.

How does my mattress fit into a box?

Our mattresses are rolled and compressed in sealed plastic to reduce our carbon footprint and cut down on your shipping costs. They are hermetically sealed before shipping to prevent any intrusion of allergens and pests. They arrive right on your doorstep and can be easily unpacked for decompression in your room.

What’s the difference between the soft, medium and firm comfort levels?

Each Muse mattress is constructed from three layers of foam. The second layer of the mattress is our comfort layer that is made from 2" of 4 lb. density memory foam. This layer will differ depending on the firmness you select.

How long will it take my mattress to expand?

You can enjoy your mattress 1-2 hours from the time it is unpacked from the box. If the room that your mattress is unpacked in is poorly ventilated it could take up to 12 hours for full expansion, but the mattress can still be used without damaging the foam.

How do I return my mattress?

In lieu of shipping your mattress back to us, we'll work together to find the best solution depending on your location. While we prefer to donate the mattress to a nearby charity, if that option is not available we will arrange pickup. Our sleep trial is 120 nights. If you recently purchased your mattress, we recommend sleeping on your Muse for 1-2 weeks before returning it. This trial period will allow you to adjust to the mattress and give it time to break in. Note: If you bought your Muse on Amazon you must contact Amazon's Customer Support team to initiate a return.

How do I change my order?

We are happy to facilitate any change to your order. If it is before your product has shipped, simply give us a call to let us know what changes you would like to make, and we will update your order with as little delay to your shipment as possible. If your order has already shipped, please reach out to us once you have received the items and we will assist with the return and exchange of the products in full.

120-night trial

We don't believe there is a one-size-fits all solution to sleep. That's why we invite you to sleep on your personalized mattress for 120 nights (or days) in the comfort of your own home. If you're not completely satisfied, you can return it for a full refund.

If you decide to return your Muse, we'll work with you to either donate the mattress to a local charity or arrange pickup. If a local charity or nonprofit can accept your mattress, email us a copy of your donation receipt and we'll issue a full refund.

MUSE MATTRESS LIMITED WARRANTY

Thank you for purchasing a Muse mattress. You can rest easy knowing that your new mattress is covered by a 10 year Limited Warranty.

Our Limited Warranty (“Warranty”) applies only to the original purchaser of our products and to those products that were purchased from an authorized dealer. Please retain your purchase receipt as it will be needed to make a claim against this Warranty. The Warranty applies only to products that are currently within the continental United States.

Warranty Coverage

This Warranty covers the original purchaser and current owner (“Purchaser”) of a new mattress (the “Product”) that is being used for normal household purposes, and that is purchased from an authorized dealer. This Warranty is non-transferrable. The Warranty Period shall mean a period of ten (10) years from the date of original purchase.

Additionally, this Warranty applies only if the Purchaser has properly handled, used, and maintained the Product in accordance with the care tags that come with the Product and have not handled or used the Product in a manner that would likely cause damage beyond the normal wear and tear of the Product.

The following defects covered by this Warranty include:
  1. Deterioration in the mattress resulting in a greater than normal sagging or bowing of the Product. Greater than normal shall mean an indentation greater than three-fourths (3/4) of an inch. If the mattress is not properly supported or on the correct bed base, this Warranty shall not apply.
  2. Any physical flaw in the Product material that causes the material to crack or split under normal wear and tear conditions.
  3. Any fabric tear or the unraveling of stitching due to a manufacturing defect.
Warrantor’s (defined below) obligations under the warranties contained herein are subject to and conditioned upon Purchaser’s compliance with the following conditions:
  1. Improper installation or maintenance of the Product will void the Warranty.
  2. Any Warranty claim must be registered with Warrantor within five (5) days of the date of the incident giving rise to the claim.
  3. A purchase invoice/receipt from an authorized distributor or dealer must be presented to make a claim.
This Warranty does not apply to damage caused by:
  1. Normal wear and tear,
  2. Above average wear and tear such as physical abuse and damage,
  3. Any use of the Product that is beyond its intended use,
  4. Failure due to Purchaser’s failing to have a proper bed frame or foundation,
  5. Damage occurring during moves between residences, or while in storage,
  6. Smoke, fire, animals, or acts of God,
  7. Damage caused by or resulting from mold or mildew, or
  8. Theft, vandalism or other crimes, or any loss that is covered by an insurance policy.
In addition, this Warranty does not apply to:
  1. Mattresses used commercially, to the sides of mattresses, to mattress foundations, or to mattresses not purchased from the same authorized dealer,
  2. Floor models or “demos”,
  3. Minor imperfections,
  4. Allergy or sensitivities, or
  5. Any personal preference issues with the level of comfort of a mattress.

Continuing to use an obviously damaged Product voids this Warranty. Warrantor reserves the right, in its sole discretion, to void this Warranty for any reason.

How long does the Warranty coverage last?

The Warranty Period shall mean a period of ten (10) years from the date of original purchase. This Warranty shall terminate in the event that Warrantor satisfies its Warranty obligations herein with respect to any claim. Any repair or replacement will not extend the Warranty another ten (10) year. No subsequent claims will be covered.

What will Warrantor do?

If the Product fails as a result of one of the warrantable defects stated above during the Warranty Period, Warrantor will, in its sole discretion, replace the Product with one of comparable quality to the extent possible, but the replacement available at the time may be different in some aspects from the originally purchased model. Should Purchaser decide to upgrade the replacement Product, Purchaser is responsible for the difference in price between the original and the replacement Products.

Warrantor’s replacement obligations hereunder shall not arise unless Purchaser complies with all of the conditions identified herein.

Making a claim

To make a claim, the Purchaser must:

  1. Be the original, and current owner, of the Product,
  2. Have purchased the Product from an authorized dealer,
  3. Have a warrantable defect with the Product as defined above,
  4. Submit a claim in writing detailing the warrantable defect within 5 days of discovering the product issue,
  5. Submit a photo of the defect (if possible),
  6. Provide an address within the continental United States where the Product is currently located, and
  7. Provide a copy of the purchase receipt.

Your failure to comply with any of these terms may void the Warranty.

Warrantor

Muse, is the Warrantor of this Warranty. Please contact us at hello@musesleep.com. Our address is 2923 S. Tryon St., Suite 140, Charlotte, NC 28203.

All claims should be sent to hello@musesleep.com.

Additional Terms

The foregoing express warranties are the sole warranties given by Muse, and shall extend only to Purchaser. For any sales other than to a consumer purchasing for household use, all implied warranties, including but not limited to any implied Warranty of merchantability or fitness for a particular purpose or use, are excluded and disclaimed. In no event shall Muse be liable for incidental, consequential, punitive, or other indirect damages arising from the purchase or use of the Product. The remedies provided herein are the sole and exclusive remedies of Purchaser. This Warranty is non-transferrable. This Warranty shall be interpreted in accordance with the laws of the State of North Carolina, without regard to any authority relating to conflicts of laws. Legal rights vary from state to state. You may wish to speak with an attorney to find out what your specific legal rights are.

Any controversy or claim arising out of the enforceability or validity of the terms of this Warranty shall be settled by mandatory and binding arbitration. The parties shall choose an arbitrator by agreement. If the parties are not able to agree on the choice of an arbitrator, then legal counsel for the respective parties shall choose an uninterested third party who shall select an arbitrator. The parties can use any recognized Rules of Arbitration upon which they can agree. Judgment upon the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.

MUSE PILLOW LIMITED WARRANTY

Thank you for purchasing a Muse pillow. You can rest easy knowing that your new pillow is covered by a 3 year Limited Warranty.

Our Limited Warranty (“Warranty”) applies only to the original purchaser of our products and to those products that were purchased from an authorized dealer. Please retain your purchase receipt as it will be needed to make a claim against this Warranty. The Warranty applies only to products that are currently sold within the continental United States or Canada.

Warranty Coverage

This Warranty covers the original purchaser and current owner (“Purchaser”) of a new pillow (the “Product”) that is being used for normal household purposes, and that is purchased from an authorized dealer. This Warranty is non-transferrable.

Additionally, this Warranty applies only if the Purchaser has properly handled, used, and maintained the Product in accordance with the suggested care tags that come with the Product and have not handled or used the Product in a manner that would likely cause damage beyond the normal wear and tear of the Product.

The following defects covered by this Warranty include:
  1. Any physical flaw in the Product material that causes the material to crack or split under normal wear and tear conditions.
  2. Any fabric tear or the unraveling of stitching due to a manufacturing defect.
  3. Warrantor’s (defined below) obligations under the Warranties contained herein are subject to and conditioned upon Purchaser’s compliance with the following conditions:
  4. Improper care and maintenance of the Product will void the Warranty.
  5. Any Warranty claim must be registered with Warrantor within five (5) days of the date of the incident giving rise to the claim.
  6. A purchase invoice/receipt from an authorized distributor or dealer must be presented to make a claim.
This Warranty does not apply to damage caused by:
  1. Normal wear and tear,
  2. Above average wear and tear such as physical abuse and damage,
  3. Any use of the Product that is beyond its intended use,
  4. Failure due to Purchaser’s failing to have a proper bed frame or foundation,
  5. Damage occurring during moves between residences, or while in storage,
  6. Smoke, fire, animals, or acts of God,
  7. Damage caused by or resulting from mold or mildew, or
  8. Theft, vandalism or other crimes, or any loss that is covered by an insurance policy.
In addition, this Warranty does not apply to:
  1. Pillows used commercially,
  2. Pillows not purchased from an authorized dealer,
  3. Floor models or “demos”,
  4. Minor imperfections,
  5. Allergy or sensitivities, or
  6. Any personal preference issues with the level of comfort of a pillow.

Continuing to use an obviously damaged Product voids this Warranty. Warrantor reserves the right, in its sole discretion, to void this Warranty for any reason.

How long does the warranty coverage last?

The Warranty Period shall mean a period of three (3) years from the date of original purchase. This Warranty shall terminate in the event that Warrantor satisfies its Warranty obligations herein with respect to any claim. Any repair or replacement will not extend the Warranty another three (3) year. No subsequent claims will be covered.

What will Warrantor do?

If the Product fails as a result of one of the warrantable defects stated above during the Warranty Period, Warrantor will, in its sole discretion, replace the Product with one of comparable quality to the extent possible, but the replacement available at the time may be different in some aspects from the originally purchased model. Should Purchaser decide to upgrade the replacement Product, Purchaser is responsible for the difference in price between the original and the replacement Products.

Warrantor’s replacement obligations hereunder shall not arise unless Purchaser complies with all of the conditions identified herein.

Making a claim

To make a claim, the Purchaser must:

  1. Be the original, and current owner, of the Product,
  2. Have purchased the Product from an authorized dealer
  3. Have a warrantable defect with the Product as defined above,
  4. Submit a claim in writing detailing the warrantable defect within 5 days of discovering the product issue,
  5. Submit a photo of the defect (if possible),
  6. Provide an address within the continental United States or Canada where the Product is currently located, and
  7. Provide a copy of the purchase receipt.

Your failure to comply with any of these terms may void the Warranty.

Warrantor

Muse is the Warrantor of this Warranty. Please contact us at hello@musesleep.com. Our address is 2923 S. Tryon St., Suite 140, Charlotte, NC 28203.

All claims should be sent to hello@musesleep.com.

Additional Terms

The foregoing express warranties are the sole warranties given by Muse and shall extend only to Purchaser. For any sales other than to a consumer purchasing for household use, all implied warranties, including but not limited to any implied Warranty of merchantability or fitness for a particular purpose or use, are excluded and disclaimed. In no event shall Muse be liable for incidental, consequential, punitive, or other indirect damages arising from the purchase or use of the Product. The remedies provided herein are the sole and exclusive remedies of Purchaser. This Warranty is non-transferrable. This Warranty shall be interpreted in accordance with the laws of the State of North Carolina, without regard to any authority relating to conflicts of laws. Legal rights vary from state to state. You may wish to speak with an attorney to find out what your specific legal rights are.

Any controversy or claim arising out of the enforceability or validity of the terms of this Warranty shall be settled by mandatory and binding arbitration. The parties shall choose an arbitrator by agreement. If the parties are not able to agree on the choice of an arbitrator, then legal counsel for the respective parties shall choose an uninterested third party who shall select an arbitrator. The parties can use any recognized Rules of Arbitration upon which they can agree. Judgment upon the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.

MUSE MATTRESS PROTECTOR LIMITED WARRANTY

Thank you for purchasing a Muse mattress protector. You can rest easy knowing that your new mattress protector is covered by a 10 year Limited Warranty.

Our Limited Warranty (“Warranty”) applies only to the original purchaser of our products and to those products that were purchased from an authorized dealer. Please retain your purchase receipt as it will be needed to make a claim against this Warranty. The Warranty applies only to products that are currently within the continental United States or Canada.

Warranty Coverage 

This Warranty covers the original purchaser and current owner (“Purchaser”) of a new mattress protector (the “Product”) that is being used for normal household purposes, and that is purchased from an authorized dealer. This Warranty is non-transferrable.

Additionally, this Warranty applies only if the Purchaser has properly handled, used, and maintained the Product in accordance with the care tags that come with the Product and have not handled or used the Product in a manner that would likely cause damage beyond the normal wear and tear of the Product.

PLEASE NOTE: Extra protection for your mattress is recommended for children in diapers, potting training or with a bed-wetting tendency. Additional protection is also recommended for children and adults with a medical issue, like incontinence, that may produce multiple stains. Repeated stains will void this warranty. Our mattress protectors were designed to protect from one-time accidents. If you’re concerned about bed-wetting or incontinence, we recommend adding an additional layer of protection (vinyl or PVC-based) underneath your Muse mattress protector. 

The following defects covered by this Warranty include:
  1. Stains caused by or created by any food or beverage normally consumed by humans.
  2. Any physical flaw in the Product material that causes the material to crack or split under normal wear and tear conditions.
  3. Any fabric tear or the unraveling of stitching due to a manufacturing defect.
Warrantor’s (defined below) obligations under the Warranties contained herein are subject to and conditioned upon Purchaser’s compliance with the following conditions:
  1. Improper installation or maintenance of the Product in accordance with the care tags that come with the Product will void the Warranty.
  2. Any Warranty claim must be registered with Warrantor within five (5) days of the date of the incident giving rise to the claim.
  3. A purchase invoice/receipt from an authorized distributor or dealer must be presented to make a claim.
This Warranty does not apply to damage caused by:
  1. stains caused by non-food related grease, inks, cosmetics, bleach, alcohol, dyes, solvents, corrosives,
  2. damage to the sides of the mattress, linens, foundation, box springs, or mattress not properly protected by the Product through failure to use Product correctly,
  3. normal wear and tear and everyday soiling,
  4. above average wear and tear such as physical abuse and damage,
  5. any use of the Product that is beyond its intended use,
  6. damage occurring during moves between residences, or while in storage,
  7. smoke, fire, animals, or acts of God,
  8. damage caused by or resulting from mold or mildew, or
  9. theft, vandalism or other crimes, or any loss that is covered by an insurance policy.
In addition, this Warranty does not apply to:
  1. mattresses used commercially,
  2. mattresses and mattress protectors not purchased from the same authorized dealer,
  3. Floor models or “demos”,
  4. Minor imperfections,
  5. Allergy or sensitivities.

Continuing to use an obviously damaged Product voids this Warranty. Warrantor reserves the right, in its sole discretion, to void this Warranty for any reason.

How long does the warranty coverage last?

The Warranty Period shall mean a period of ten (10) years from the date of original purchase. This Warranty shall terminate in the event that Warrantor satisfies its Warranty obligations herein with respect to any claim. Any repair or replacement will not extend the Warranty another ten (10) years. No subsequent claims will be covered.

What will Warrantor do?

If the Product fails as a result of one of the warrantable defects stated above during the Warranty Period, Warrantor will, in its sole discretion, either repair or replace the Product with one of comparable quality to the extent possible, but the replacement available at the time may be different in some aspects from the originally purchased model.

Further, if the Product is purchased by an individual consumer for household use at the same time as a new Muse by Muse mattress, and from the same authorized dealer, as evidenced by a receipt showing the purchase of both the Product and a new mattress, and the Product fails to protect the mattress sleeping surface, due to manufacturing defects in the Product, against the warrantable defects above and subject to the Warranty Coverage terms contained herein, then Warrantor will, in its sole discretion, either clean (or have cleaned), repair, or replace the mattress with one of comparable quality to the extent possible.

Should Purchaser decide to upgrade the replacement Product, Purchaser is responsible for the difference in price between the original and the replacement Products. Warrantor’s repair or replacement obligations hereunder shall not arise unless Purchaser complies with all of the conditions identified herein.

Making a claim

To make a claim, the Purchaser must:

  1. Be the original, and current owner, of the Product,
  2. Have purchased the Product from an authorized dealer
  3. Have a warrantable defect with the Product as defined above,
  4. Submit a claim in writing detailing the warrantable defect within 5 days of discovering the product issue,
  5. Submit a photo of the defect (if possible),
  6. Provide an address within the continental United States or Canada where the Product is currently located, and
  7. Provide a copy of the purchase receipt.

Your failure to comply with any of these terms may void the Warranty.

Warrantor

Muse is the Warrantor of this Warranty. Please contact us at hello@musesleep.com. Our address is 2923 S. Tryon St., Suite 140, Charlotte, NC 28203.

All claims should be sent to hello@musesleep.com.

Additional Terms

The foregoing express warranties are the sole warranties given by Muse and shall extend only to Purchaser. For any sales other than to a consumer purchasing for household use, all implied warranties, including but not limited to any implied Warranty of merchantability or fitness for a particular purpose or use, are excluded and disclaimed. In no event shall Muse be liable for incidental, consequential, punitive, or other indirect damages arising from the purchase or use of the Product. The remedies provided herein are the sole and exclusive remedies of Purchaser. This Warranty is non-transferrable. This Warranty shall be interpreted in accordance with the laws of the State of North Carolina, without regard to any authority relating to conflicts of laws. Legal rights vary from state to state. You may wish to speak with an attorney to find out what your specific legal rights are.

Any controversy or claim arising out of the enforceability or validity of the terms of this Warranty shall be settled by mandatory and binding arbitration. The parties shall choose an arbitrator by agreement. If the parties are not able to agree on the choice of an arbitrator, then legal counsel for the respective parties shall choose an uninterested third party who shall select an arbitrator. The parties can use any recognized Rules of Arbitration upon which they can agree. Judgment upon the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.

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