Frequently Asked Questions

Looking for answers? You’ve come to the right place.

General FAQs

Do I need shipping insurance? What is Route?

 

Route is shipping insurance that covers lost, damaged, or stolen items. Protect your order for about 2% of the subtotal of your cart. For more information please visit help.route.com
Route+ premiums for items over $100 may decrease or increase depending on seasonality, industry, or loss rate. 
Please be advised that we are unable to honor requests to refund your shipping insurance through Route if your order has been assigned a tracking number. 

How do I know when an item I want is back in stock?

Please reach out to customer service on the product you are inquiring about and we will be more than happy to give you an update on the product you are looking for!

Where are Zinus products manufactured?

We’re glad you asked because it gives us the chance to say, “vertically-integrated company.” What does that mean? It means that we own every part of the design, manufacturing and distribution process.

Right now, our product designers are based in South Korea and our manufacturing factories are in Xiamen, China.

Where can I try out a Zinus mattress or bed frame?

In the U.S., we offer a 100-day trial period so you can test our products from the comfort of your own home.

Unfortunately, we don’t have a retail space that would allow you to come in and try out the goods. However, we have an expert customer service team in California standing by in a warehouse filled with every Zinus product. They can get extremely specific and answer any questions.

Product Questions

Do I need a hybrid or memory foam mattress?

Our hybrid mattresses feature iCoil technology that provides support, allowing you to breakdance on one side of the bed and not wake anyone on the other side. Memory foam offers plush comfort by conforming to your body and cradling you like a cloud. Hybrid technology is the best of both sleep worlds, perfect for those who want it all or want to transition from traditional spring to foam. Find your perfect mattress match by taking our Sleepyheads Quiz.

Can I wash my Zinus mattress cover?

Our mattresses are self-contained wonder delivery systems! Removing the mattress cover could jeopardize that system. The mattress cover isn’t washable, and removing it could inhibit the fire safety barrier, so please always leave the cover on.

How do I know a Zinus mattress is safe? Is your foam CertiPUR-US® certified?

All of our mattresses have been tested and meet the requirements of the Cigarette Smoldering Text (16 CFR Part 1632) and the Open Flame Test (1633-Federal flammability).

Yes Zinus is CertiPUR-US® certfified! Since most people spend so much time in bed, we feel like they should be snuggling on the healthiest of foams.

Certified foam is:

Made without ozone depleting substances

Made without PBDEs, TDCPP or TCEP (“Tris”) flame retardants

Made without mercury, lead and heavy metals

Made without formaldehyde

Made without phthalates regulated by the Consumer Product Safety Commission Low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million)

Can I sleep on my Zinus mattress the first night?

While it may take up to 72 hours for your mattress to fluff up to its full height, it is safe to sleep on the first night. Jumping, walking and sleeping on your mattress actually helps with decompression!

Will my mattress last longer if I rotate it? Should I be flipping my mattress?

Yes, rotating your mattress every season will prevent uneven wear and extend mattress life.

Flipping your mattress might result in all your dreams being upside down, so we can’t recommend it. Our mattresses aren’t designed to be flipped, so flipping should be avoided.

How long can I keep my mattress in a box?

We recommend taking your mattress out immediately (why wait for wondrous sleep?). If you must, don’t wait longer than a week from the date the mattress was delivered.

What is the weight limit for a Zinus bed frame?

We do have weight limits, but they are just suggestions. We’ve read in product reviews that our beds have withstood much greater weights. Here are our guidelines:

Twin: 250 lbs

Full/Queen: 500 lbs

King/California King: 500 lbs

Excluding the mattress

Can I attach a headboard and a footboard to my SmartBase?

You can attach a headboard to all of the Zinus SmartBases using the SmartBase headboard brackets. A footboard is not applicable for this product.

Do I need a box spring with a Zinus platform bed frame?

Box Springs are not required for our bed frames, as our platform beds come with slats.

Do I need any tools to assemble my Zinus platform bed?

All tools required for assembly are included in the box. So you can get to sleeping comfy without the hassle of looking for tools.

How do you fit an entire platform bed with all its part in a single box?

Even our biggest items like platform beds are expertly engineered to fit in one box for delivery using our patented packaging technology. Our slats and other essential parts are all included, for our upholstered platform beds you will find all pieces in the zippered compartments or pockets (and even the headboard).

Will my mattress sit on top of the bed frame or inside the frame?

The slats of our platform beds are at frame level so mattresses sit on top of and not inside the bed frame.

Are the seat cushions for the Zinus sofas and loveseats removable?

Yes, the cushions are removable; however, they cannot be turned around. i.e. back of cushion has velcro or zippers.

How do I clean a Zinus sofa?

Our sofas are made of polyester-linen fabric. The best option for cleaning is to use a mild detergent and damp cloth.

Do I need any tools to set up my Zinus sofa?

No tools are required for assembly. So you can get to sitting comfy even quicker!

How do you deliver a sofa in one box?

All expertly packed of course! We make sure to pack all parts of the sofa into the frame so when you've opened your sofa and think something is missing, go ahead and turn it over to find more components under the seats.

Zinus Warranty Policy

We call our warranty the Zinus handshake.

We strive really hard for perfection, but despite our best efforts, mistakes do happen. In case there are any faults in the materials you receive or any kind of manufacturing defect, we'll make sure you are taken care of as fast as you can say, “There’s a box on my doorstep.” 

If you have any issues with our warranty or questions about your product, give us a shout. Please feel free to submit a request and/or inquiry and we will get back to you shortly.

  

The Zinus Warranty

ZINUS Mattress 10 year Worry Free Limited Warranty

  • Zinus 10 year limited warranty applies to all mattresses purchased as new from an authorized retailer.
  • Proof of purchase is a requirement and you can register your product here.
  • This warranty is void if the product is altered, outer cover and/or mattress tags are removed or if it is improperly used. Removal of the cover will expose the protective fire barrier and may cause exposure to glass fiber. Please follow the Care Instructions on the Law Tags.

Zinus warrants your mattress against defects in workmanship and materials. Please be sure to register your product at www.zinus.com/resources/register to receive up-to-date warranty and product information.  This warranty becomes valid only after the return window of the authorized dealer expires.  Except for the specific limitations contained herein, your mattress will be replaced or you will receive a prorated refund, at our option, should your mattress be found defective because of faulty workmanship or structural defects.  It is understood that warrantable defects do not include the normal increase of softness in the foam that can occur during normal break in, or in the case of visco-elastic memory foam, a lessening of the gradual recover aspect of the foam, of which such lessening, should it occur, does not reduce the continual pressure reducing and pressure relief properties of the mattress.  It is incumbent on the consumer to maintain a proper foundation to provide the appropriate support for the mattress to maintain this warranty. Use of improper foundations, platforms or other bases upon which the mattress is placed, may result in damage to the product. The warranty will be voided if an improper base is used that causes the mattress to fail. This warranty does not cover any deterioration of the foam that results in an indentation of less than 1.5 inches, not associated with a sag in the foundation, box spring or platform or mattress.  If a defect appears during the duration of this warranty, we will, at our option, either replace the mattress or provide a prorated refund. Only the piece or part determined to be defective will be repaired or replaced. This warranty is void if the product is found to have been tampered with or misused by the purchaser beyond reasonable wear, and shall not apply if the product has been physically damaged intentionally or due to accident and/or neglect, including burns, cuts, water damage, mold, stains, or is otherwise abnormally soiled or unsanitary. If a heating pad or electric blanket is used with a memory foam mattress, it will void this warranty.  It is incumbent on the consumer to protect the mattress with a stain resistant pad.

This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product.  The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice. The warranty applies only when the product has been properly used by the original purchaser according to the care instructions.  The Law Tag must not be removed from this product as it identifies the product regarding warranty. Removal of the Law Tag voids this warranty. This warranty gives you specific legal rights, and you may have other rights that vary from state to state.  

 

ZINUS Frame/Mattress Foundation 5 year Worry Free Limited Warranty

  • Zinus 5 year limited warranty applies to all platform beds and bed frames/foundations purchased as new from an authorized retailer.
  • Proof of purchase is a requirement and you can register your product here.
  • This warranty is void if the product is altered or improperly used.

Your new Zinus product comes with a 5-year limited warranty against defects in workmanship and materials.  Please be sure to register your product at www.zinus.com/resources/register to receive up to date warranty and product information. This warranty becomes valid only after the return window of the authorized dealer has expired.  Your product will be replaced or you will receive a prorated refund, at our option, should it be found defective because of faulty workmanship or structural defects other than specific limitations contained herein.  Please read this Limited Warranty carefully. To maintain your Warranty, you will need to comply with the conditions stated here.

Zinus warrants your product against manufacturing defects only and does not cover damages that result from misuse.  Manufacturing defects include circumstances where the product has broken under normal use and no longer provides proper support for your mattress.  Proper support is defined as a smooth, flat, rigid surface. In the event you encounter a manufacturing defect, please stop using this product immediately and call customer service.  The warranty and financial responsibility of the manufacturer applies only to the product itself and does not extend to items that might be used with the purchased product.

This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product.  The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice.

The warranty applies only when the product has been properly used by the original purchaser.  Proper use means using the foundation on a level surface with an equal distribution of weight.  Do not place the foundation on casters or risers. Proper use also means that the product was not abused by the consumer, as defined by the manufacturer, including not exceeding the weight capacity.  The warranty is voided if any structural modification is made to the foundation or any part of the foundation as delivered is removed. This warranty gives you specific legal rights and you may have other rights that vary from state to state.

 

ZINUS Mattress Topper 5 year Worry Free Limited Warranty

  • Zinus 5 year limited warranty applies to all toppers purchased as new from an authorized retailer.
  • Proof of purchase is a requirement and you can register your product here.
  • This warranty is void if the product is altered or improperly used.

Zinus warrants your mattress topper against defects in workmanship and materials. Please be sure to register your product at www.zinus.com/resources/register to receive up to date warranty and product information. This warranty becomes valid only after the return window of the authorized dealer has expired. Except for the specific limitations contained herein, your topper will be replaced or you will receive a prorated refund, at our option, should your topper be found defective because of faulty workmanship or structural defects. It is understood that warrantable defects do not include the normal increase of softness in the foam that can occur during normal breaking in, or in the case of visco-elastic memory foam, a lessening of the gradual recovery aspect of the foam, of which such lessening, should it occur, does not reduce the continual pressure reducing and pressure relief properties of the topper.

The mattress topper is intended to be used on top of a mattress. The warranty will be voided if the topper is not used on a mattress. If a defect appears during the duration of this warranty, we will, at our option, either replace the topper or provide a prorated refund. This warranty is void if the product is found to have been tampered with or misused by the purchaser beyond reasonable wear, and shall not apply if the product has been physically damaged intentionally or due to accident and/or neglect, including burns, cuts, water damage, mold, stains, or is otherwise abnormally soiled or unsanitary. If a heating pad or electric blanket is used with a memory foam topper, it will void this warranty. It is incumbent on the consumer to protect the topper with a stain resistant pad.

This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product. The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice. The warranty applies only when the product has been properly used by the original purchaser according to the care instructions. This warranty gives you specific legal rights, and you may have other rights that vary from state to state.

 

ZINUS 1 year Worry Free Limited Warranty

  • Zinus 1 year limited warranty applies to applicable Zinus products purchased as new from an authorized retailer.
  • Proof of purchase is a requirement and you can register your product here.
  • This warranty is void if the product is altered or improperly used.

Zinus warrants your product against defects in workmanship and materials.  Please be sure to register your product at www.zinus.com/resources/register to receive up to date warranty and product information. This warranty becomes valid only after the return window of the authorized dealer has expired. Please read this Limited Warranty carefully.  To maintain your Warranty, you will need to comply with the conditions stated here. Your new Zinus product comes with a 1 year limited warranty against manufacturing defects. Your product will be replaced or you will receive a prorated refund, at our option, should it be found defective because of faulty workmanship or structural defects other than specific limitations contained herein.  The warranty and financial responsibility of the manufacturer applies only to the product itself and does not extend to items that might be used with the purchased product. This warranty is for manufacturing defects only and does not cover damages that result from misuse. Manufacturing defects include circumstances where the product has broken under normal use. In the event you encounter a manufacturing defect, please stop using this product immediately and call customer service.  This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product. The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice. The warranty applies only when the product has been properly used by the original purchaser. Proper use means that the product was not abused by the consumer, as defined by the manufacturer.  This warranty gives you specific legal rights and you may have other rights that vary from state to state.



How do I claim warranty?

 

We strive really hard for perfection, but despite our best efforts, mistakes do happen. In case there are any faults in the materials you receive or any kind of manufacturing defect, we'll make sure you are taken care of as fast as you can say, “There’s a box on my doorstep.”

If you'd like to start a warranty claim process, please submit a warranty claim request here.

 

Useful Link: Customer Support Request Form

Does Zinus offer financing? Can I pay for my order month by month?

Oh yeah! We’ve partnered with Affirm to provide flexible payment options. Approval is based on a soft credit check. To learn more about buying with Affirm, please visit https://www.zinus.com/pages/financing.

 *Please note that, as of June 30th, 2017, Affirm loans are no longer available to residents of The Hawkeye State (Iowa) due to recent changes in state law.

Do I need to pay sales tax?

Do you live in the Golden State? Close to Myrtle Beach? Sales tax is required for all orders delivered within the states of California and South Carolina.

Return Instructions for a Decompressed Mattress/Topper

For decompressed mattresses, we suggest having the item donated to a non-profit organizations such as the Salvation Army, Goodwill, Habitat For Humanity, the Red Cross, and/or donationtown.org since they do provide free local pick ups. You can also donate to local churches or any non profit organization of your choosing so long as you are able to get a proof of donation or a receipt. Once you have the proof of donation, have it sent to support@zinusinc.com so we can initiate the refund. 

If you are unable to donate the mattress to a non-profit organization or a local church, we advise that you dispose of the item at any local mattress disposal or recycling center in your area. There are some organizations that will provide free pickups for large furniture disposals such as mattresses. Be sure to ask for proof of your disposal receipt with the address and contact number of the place of disposal and/or photos of the item being retrieved from your possession, which you can then forward to support@zinusinc.com to begin the review process.

I purchased one of your products through an online retailer and now I would like to return or cancel my order. Who should I contact?

If you’ve purchased your Zinus product from any one of our approved partner retailers, it’s best to reach out to the retailer directly with any questions for the quickest support. Below, you can find a list of our partners along with contact information to help you get in touch with each of them.

 

USA
Retailer Phone Number Support Website
Zinus 800-613-1225 Zinus.com - Contact Us
Amazon
888-280-4331
866-216-1072
Amazon Tech 800-362-5703
Costco 800-774-2678 Costco - Contact Us
Home Depot 800-466-3337 Home Depot - Contact Us
Overstock 800-843-2446 Overstock - Contact Us
Sam's Club 888-746-7726 Sam's Club - Contact Us
Target 800-440-0680 Target - Contact Us
Walmart 800-925-6278 Walmart - Contact Us
Wayfair 866-263-8325 Wayfair - Contact Us
Macy's 800-289-6229 Macy's - Contact Us
Chewy.com 800-672-4399 Chewy - Contact Us
Hayneedle 888-880-4884 Hayneedle - Contact Us
eBay 866-540-3229 eBay - Contact Us


  

 

What is the Zinus return and exchange policy?

Want to return? Here’s what to do.

We want you to LOVE every Zinus purchase. We know that these things can take time, so we give you 100 days upon delivery to thoroughly test your new Zinus product in the comfort of your own home. If you’re not satisfied within that time frame, you can contact us for a full refund. No sweat. 

To receive your refund, we ask that you please donate or dispose of your item. We’ll require proof (such as a donation receipt or picture of the product disposed) before processing your request. 

When that’s all in order, please submit this form for return authorization. For decompressed mattresses and/or toppers, please click here for special instructions.

Refunds will be generated back to the original form of payment within 2-5 business days. NOTE: This policy applies to mattresses purchased at Zinus.com covered by the Zinus Return and Exchange Policy. If you purchased a Zinus product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

Useful Link: Customer Support Request Form

Cancel Your Order

If you have placed your order via Zinus.com, you can cancel items or orders that haven't entered the shipping process yet by submitting a cancellation request here.

 

Useful link: Customer Support Request Form.

How much is shipping? Can I pay for expedited shipping or request delivery on a specific date? What is your typical delivery timeline?

Shipping is free on all items.

While we’re working on setting up quicker options in the future, we don’t quite offer expedited shipping options or date-specific delivery just yet.

When you place an order on Zinus.com, it typically takes 5-12 business days to reach your doorstep.

 * While shipping may be free, there may be a state-related recycling fee if you are from CA, CT, and RI. Please note, recycle fee applies to both mattresses and box springs.

How long can I try out a Zinus product? What if I change my mind after a month?

No sweat. If you live in the U.S. and you purchased one of our products right here on Zinus.com, you have more than three months! We know that these things can take time, so we give you 100 days upon delivery to thoroughly test your new Zinus product in the comfort of your own home. If you’re not in love with your new home addition, we’re happy to refund your purchase. 

To receive your refund, we ask that you please donate or dispose of your item. We’ll require proof (such as a donation receipt or picture of the product disposed) before processing your request. 

When that’s all in order, please submit this form for return authorization. For decompressed mattresses and/or toppers, please reach out to us for special refund instructions.

A refund will be generated back to the original form of payment within 2-5 business days.

If you purchased a Zinus product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

Useful Link: Customer Support Request Form

Social Media Giveaway Terms & Conditions

Zinus and Zinus-sponsored social media giveaways are open to social media users who reside in the 48 contiguous United States.  Participants must be 18 years or older.  No purchase or fee is required to participate.  Entering a Zinus giveaway binds the participant to these terms and conditions and is a representation that the participant satisfies all eligibility requirements.  Social media users who reside in jurisdictions that prohibit this type of giveaway are ineligible to participate.

The odds of winning depend on the number of eligible entries received.  Multiple entries from the same participant are allowed, but submitted tags must be to real acquaintances and not to celebrities.  A participant who has already won a Zinus giveaway is ineligible to participate in any subsequent Zinus giveaway in order to ensure fairness and a variety of winners.  The caption of each giveaway contains the entrance rules for each giveaway, the official end date, and how the winner will be announced.

Each prize awarded in the form of a product will be gifted “as is”, without a warranty of any kind, and without a 100-night trial.  Winners may not transfer or assign the prize, and may not redeem the prize for cash.  If the prize is a gift card, and a product is purchased using the gift card, the purchase will be covered by Zinus’ warranty, and the 100-night trial will apply.  Gift cards hold no monetary value, cannot be redeemed for cash, and cannot be applied to previous purchases.

If a refund is issued for a product purchased in part using a gift card, then the validity of the gift card expires, and the refunded amount will be the value of the returned product minus the amount of the gift card that was applied to the purchase.  Gift cards are valid for one-time use only. Prizes are subject to availability, and Zinus reserves the right to substitute any prize with a product of equivalent value without giving notice.  Zinus will notify the winner and provide delivery details.  Please allow up to 6 weeks for delivery.

Zinus and our partners reserve the right to cancel or amend the giveaway and these terms and conditions without notice at any time.  Zinus will notify participants as soon as possible of any changes to the social media giveaway.

This promotion is in no way sponsored, endorsed or administered by, or associated with, Instagram, Facebook or Twitter.

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