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Frequently Asked Questions

Customer Care
  1. What is your return policy?
  2. How does the density of your memory foam compare to others?
  3. Will compressing a mattress damage the cellular structure of the foam?
  4. What is the difference between your density and the Leading Competitors?
  5. Will heavier memory foam last longer?
  6. Why is your mattress so much cheaper than other companies?
  7. Why do you sell only one kind of mattress?
  8. Is there a weight limit on your mattresses?
  9. Do I need a foundation or can I use my existing box springs?
  10. Why are there so many confusing designs and types of memory foam mattresses?
  11. How long will it take to get my mattress?
  12. How much does it cost to ship to an APO?

1. What is your return policy?

BedInABox™ has the easiest and best mattress Return Policy in the entire industry. It is simple and fair and demonstrates our confidence in our product.

BedInABox™ has virtually eliminated any risk to you.

If after trying our mattress for 60 days, you are not completely satisfied with your purchase, you may simply call us for a RMA number (Return Merchandise Authorization number) and we will begin processing your mattress return. You have from the 60th day to the 120th day to request a RMA number. Please take the full 60 days to get used to your new mattress. Note: We don’t accept RMA requests until after a full 60 day trial.

BedInABox™ has sold tens of thousands of mattresses since 2006 and has enjoyed five complaint-free years from the BBB. We have received over 1500 positive reviews against 16 negative reviews during that time. None of our negative reviews have gone unanswered demonstrating our continued willingness to improve. We will do whatever it takes to earn the satisfaction of every customer. We are a Golden Rule company. This is the best and fairest Return Policy in the entire mattress industry!

NOTE: BedInABox.com has never and will never re-sell a mattress which has been returned to us. All of our returns are donated to charity.

The return policy is designed to make sure BedInABox.com delivers a high quality-mattress that will fit your specific needs and help you get a better night’s rest. Ordering the correct size, model, and thickness of a mattress is the responsibility of the customer. Please measure your bed frame or platform and make sure you order the correct size. We do not accept returns for incorrectly ordered mattresses. If you have any doubts, please visit our Customer Care Center and we can help you pick out the correct size mattress.

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2. How does the density of your memory foam compare to others?

(Taken from a recent e-mail to BedinaBox)

"I have been reading reviews of density for memory foam mattresses and many of them say that 4 to 6 lbs of density makes for better quality memory foam and will stand up longer/better. I read on your website about this high density not being as good due to hotter sleep and longer to bounce back. I am a little confused about which way to go. Can you help me out with this? Why is it that yours is 3lbs when just about everything out there on the market is 4-6lbs?"

Our 3lb memory foam cannot be compared to the older technology foams which require more material to be durable. Density is merely the weight of the foam and has absolutely nothing to do with the pressure-relieving characteristics or capabilities of the foam. The older technology foams simply must have more material and hence more weight to be as durable as our newer technology, lighter weight foam created by BASF. Older technology foams require the influence of heat to become softer and more pliable. (That is actually a technological limitation which has been ingeniously marketed into acceptance by other companies) Because they have more material making up the foam, there are fewer spaces between the molecules for air to flow and it takes much longer for the foam to recover once it has been compressed in the "heated-up" state. The result is that a sleeper has to wait quite a long time for the foam to recover from their body impression when they change position. Higher density foam always indicates older memory foam technology. Older memory foam technology is characterized by 5 main limitations:

  • It requires more material to create the memory foam to help it last longer and remain durable-especially under the stress of heavier people.
  • More material in the memory foam causes it to become denser. Density is only the weight of the foam. Higher density foam results in a very heavy mattress which is difficult to move-especially for elderly people.
  • Older technology memory foam has a narrow temperature operating range. The foam becomes more "putty-like" and rigid when the temperature drops below 65 degrees. It then takes "heat" to soften it up. If you are in a cool or air conditioned room with an older technology mattress, when you shift positions, you will be shifting your body onto a harder surface of the mattress then you have been sleeping on and it will take time for your body to heat it up and soften it up. This will wake you up. Also, you then have to wait for the place you moved from to rebound (which takes a long time because the older technology memory foam becomes "gooey" and is slow to rebound once it's heated up). The temperature operating range of older technology foam is approximately 70-90 degrees. Below 70, it starts to get hard. Above 90, it gets gooey and slow to rebound. Our BASF memory foam has an operating range of 40-100 degrees.
  • Older technology memory foam is more expensive to produce since it requires more material.
  • Older technology memory foam is more prone to cell damage from repeated compressions and creates dips in the mattress where you lay. This is especially prevalent with cheaper process memory foams coming from other countries and from companies which use cheaper support foam for support under the memory foam. Our mattress comes with a 10-Year full replacement warranty to protect you against any compression problems which may result in dips in the foam which exceed 1.25 inches during that 10-Year period. Our manufacturer, North Carolina Foam Industries, has been making foam for over 42 years which means our warranty is credible and valuable to you.

Now that we have revealed some important information about the differences between our high technology, modern memory foam and older technology memory foam, it is important that you know the "rest of the story". No memory foam is going to do a good job for a sleeper unless there is high quality support foam foam underneath the memory foam. We have discovered through much testing and experience that the best support foam to use under memory foam is High Resiliency (HR) foam that weighs at least 2.4 lbs per cubic foot. The ILD of the support foam should be at least 27 lbs. (see Density & Softness for more information on ILD) The ILD on our support foam is 32 lbs and is considered well supportive and perfect for the majority of sleepers. We use 2.4 lb HR foam in our support foam. Companies which cut corners use High Density (HD) foam. HD foam is simply not as good as, or as durable as HR foam.

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3. Will compressing a mattress damage the cellular structure of the foam?

(The following question has been posed to us by many prospective customers. Here's the answer)

"I'm in the market for a memory foam mattress , and have been comparing several brands on-line. I'm sold on your lower density CoolRest™ foam, but some manufacturers claim that shipping a foam mattress in a compressed small box could be damaging to the cellular structure of the foam. You did not address this issue on your website. What is your opinion on this?"

All of our testing was conducted after several of our mattresses had been rolled up and left in the box for six months. The manufacturer's 10-Year, full replacement warranty and 20-Year Limited warranty was the result of un-boxing the mattresses and subjecting them to 80,000 static fatigue compressions. This was done with a one foot square indenter plate, compressing the mattress 75%, simulating two people getting in and out of bed 5 times a day for twenty years. Our mattress lost only 1.25 inches where it was folded and only .25 inches away from the fold. It is an astonishingly resilient new memory foam technology, created by BASF, which has been thoroughly tested and which will provide lasting support.

Please note; we recommend uncompressing the mattress before 30 days.

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4. What is the difference between your density and the Leading Competitors?

The density of our memory foam is 3lb. The density of many of our competitor's memory foam is 5 lb. (or 5.3lb). Comparing our advanced, next generation 3lb. CoolRest™ foam with other companies is like comparing apples to bananas or a paper airplane to a Boeing 767. Ok, maybe that's a bit extreme. It is appropriate to say that BASF has once again lived up to their commitment to make the product (in this case, memory foam) better.

Let's take a look at something obvious. Older, traditional types of memory foam are heavier. That doesn't necessarily mean it is better. High density, heavier foam has smaller holes. Air takes longer to go in and out. This means that the mattress can build up heat and take longer to rebound. If you are sleeping and you turn over, higher density foam will take much longer to re-fill with air and return to normal. This problem of slow rebound can wake you up and make you mad.

Click here for more detailed information about Density & Softness.

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5. Will heavier memory foam last longer?

Heavier memory foam has more chemicals in it to make it heavier. It depends on what those chemicals are (and of course, how safe they are) that determines if the foam will last longer. A rule of thumb is that the heavier the foam, the longer it will last. Memory foam, by its nature, is very long-lasting if it is made properly. Most memory foam is designed to perform well for at least ten years and possibly much longer. We offer a full replacement guarantee if our foam loses more than 1.25", at any time during the first ten years from the purchase date! That includes us paying for all shipping. Then, we offer an additional 10-Years on a pro-rated basis. (See our Warranty) It took a lot of work and testing by BASF to create our memory foam. There is a lot of experience and credibility standing behind our warranty.

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6. Why is your mattress less expensive than other companies?

We charge the minimum we can charge to build our business and get our mattresses into the homes of as many people as we can. We run our company as lean as possible using the Internet, low-cost advertising and efficient packaging. According to industry sources, the leading companies spend hundreds of millions in advertising, which naturally drives their prices up. Some sources estimate the cost of advertising to be up to 40% of the cost of goods sold. That means if you pay $2,500 for a mattress, $1000 of it is advertising cost- NOT material. They set the price bar high and others have followed, reaping the benefit of overpricing. We believe that everyone deserves to get a better sleep. We have found a way to get relief from aches and pains with our mattress and we want to share that with everyone. The BedInABox™ mattress by BASF is a truly great mattress that can help people enjoy better health. Every once in a while, a product comes along that is really good, very high quality and at an affordable price. This is one of those times. We are grateful to be able to help people to achieve a better night's sleep.

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7. Why do you only offer one type of memory foam core?

Beginning in January of 2006, our mattress, comprised of BASF memory foam and BASF High Resiliency support foam, was sold to customers in furniture and mattress stores from Tennessee to Texas. Hundreds of people bought this mattress and provided feedback on the feel and durability. With only a few exceptions, people told us that we had created the ideal mattress. "This is what a mattress should feel like" was the overall consensus. There is no better way to make a mattress. We have the finest chemists in the world at BASF available to us to make whatever changes are called for. This mattress is the best we can make, for the greatest percentage of people and we offer it at a fair price.

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8. Is there a weight limit on your mattresses?

No. We designed our High Resiliency support foam to be supportive for all types of sleepers regardless of their weight. Many mattress manufacturers cut corners in the bottom layers of foam and use lower quality base foam. This causes their mattresses to sag and fail prematurely. It may look as though the memory foam on top is failing, but instead, it’s the support foam underneath that is failing. We chose to not cut corners and use the highest quality support foam we could. As a matter of fact, our mattresses use only HR support foam with a rating of 24/32. That means a 2.4 lb density with a 32 IFD. In this industry, most manufacturers will consider our base foam "overkill" in the quality department. We use this highest quality support foam in our mattresses because we know it will last and provide superior support for your body consistently over extended periods of time.

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9. Do I need a foundation or can I use my existing box springs?

All memory foam mattresses are designed to work on a flat, sturdy, non-spring foundation. Memory foam mattresses need more support than spring mattresses due to their conforming nature. (Box springs are usually designed to 'give', allowing the springs to last longer in spring mattresses, this is not ideal for any foam mattress) A bad foundation is the #1 cause for memory foam mattresses not performing to their full potential. A bad foundation will negatively affect the mattress's level of comfort and durability.

We highly recommend purchasing a foundation made specifically for foam mattresses. Using an inadequate foundation will void the mattress warranty. All foundations, platform beds, & adjustable beds we offer are qualified foundations.

If you choose to use your existing box springs, it must be flat, sturdy, and not have spaces wider than 5 inches on the surface. If you can press the foundation down with your hand, it is not sturdy enough. If it is nice and sturdy, but has spacing on the top surface wider than 5 inches, you can use a piece of 3/8 inch plywood on top of your box springs to cover the gaps. Most Lowe's and Home Depot stores can cut the plywood for you if you go this route. Here is a link to our memory foam foundations. If you have any questions please contact us.

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10. Why are there so many confusing designs and types of memory foam mattresses?

Memory foam mattresses are good for people and they are increasing in popularity and demand. Most people have seen a commercial on TV and want to know more. The image of the wine glass sitting full on the bed and not spilling leaves in indelible impression, even on us. Companies are jumping on the memory foam band wagon because there are big profits to be had and the market is huge.

Mattresses have always been a high mark-up item and the challenge of a mattress company is to create high perceived value in order to help you justify spending lots of money. Folks, mattresses just don't cost that much to make, even the good ones. The mark-up is crazy. Anyway, let's get back to the original question, "Why are there so many confusing designs and types of memory foam mattresses"? What are the important differences? Well, heat build-up has been the number one complaint of people who bought older, heavier types of memory foam. That has been a concern for all manufacturers and many have resorted to "clever" ways to combat the problem. They have been seen putting a layer of corrugated foam between the memory foam and the support foam or cutting grooves in the memory foam or punching holes in the foam. These are mostly gimmicks. The chief problem is that higher density foam, especially 5lb. or higher, impedes air flow deep inside the foam. This is due to the smaller air holes which can lead to heat build-up and longer rebound times. We have developed several high quality mattress covers that will provide excellent insulating properties against heat build-up while enhancing the feel (without taking away from the pressure-relieving benefits of the memory foam). The covers are the only real difference in our mattresses and will cause the mattresses to feel slightly firmer or softer.

Many companies have programmed the public to believe that bigger is better. Sometimes it is. They have certainly gone that direction with memory foam. Higher density and more inches of memory foam are not necessarily better. None of the big companies selling "advanced" (and expensive) memory foam have provided any quantitative or qualitative scientific conclusions, (by credible universities or independent research labs) which prove any of their claims.

We hope this information will help you to make a good choice on your next mattress purchase. Please read our reviews to see what our customers are saying about our mattress.

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11. How long will it take to get my mattress?

FedEx & UPS Estimated Shipping Times

Shipping estimates are approximate. FedEx & UPS usually deliver within the designated time periods above. Most orders that have multiple packages, (eg. mattress & foundation) will arrive on the same day. Rarely, the 2nd package may arrive a day later depending on the available space in the delivery truck. Once the items leave our facility they are the carrier's responsibility.

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12. How much does it cost to ship to an APO?

Shipping to APOs.
We are grateful for your service. We offer shipping to APOs, within the guidelines listed here by the USPS. Simply put, we cannot ship anything over 70lbs. Below is a list of mattresses and other items that qualify.

Products that qualify for APO shipment:
1. All Twin, Twin XL, Split Queen, & Split Cal-King mattresses. Full size in PacBed Original also qualify.
2. Memory Foam Contour & Earth Pillows, some covers, & all sheets.

Additional Shipping Charges
Shipping charges to APOs are very expensive ($100 or more in some cases, depending on your location). Unfortunately, we cannot afford to cover the entire cost, but hope we can help make things a little more like home for you without breaking the bank.

All other items that cannot fit into the box with the mattress without exceeding the 70lb weight limit (covers, pillows, sheets, etc.) will be subject to additional shipping charges as well. Please call us at (800) 588-5720 to place your order or get a quote. Contact us by email from our Customer Care Center.
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Vx™ is a registered trademark of North Carolina Foam Industries. Used with Permission.

Inclement Weather Statement

Due to winter storm Pax, Tennessee has declared a state of emergency. Because of the large amount of road closings and unsafe driving conditions, Fedex is not picking up or delivering orders until roads are safe for travel. We have received the orders and will have them ready for pickup as soon as we can. We sincerely apologize for this delay in shipping orders. Please call 1-800-588-5720 if you have any questions or concerns about your order.