Answers to Frequently Asked Questions
What is the Brand Name of your Mattresses?
Our Mattresses are manufactured by Divine Sleep Products, an industry leader in Mattress Manufacturing. Our mattresses are made with the same components that well known mattress brands use. Our Premier Product Brand is DreamStar Bedding, one of Canada’s Largest Bedding Manufacturers. Our Accessories are manufactured by Julien Beaudoin.
Where are your mattress Manufactured?
Our Mattresses are manufactured in Canada’s Manufacturing District, Toronto! All of our mattresses are manufactured here in Canada, supporting local economy. Over 95% of our components by mass are manufactured right here in Canada.
Will my order look just like the picture?
All of our products you see on our website are the exact products you will receive when you place your order. We strive to photograph our products exactly as they are so there are no surprises
How can I try the Mattress?
DirectBed now has a retail outlet located at 903 Barton Street in Stoney Creek, Ontario. Even though we make the online mattress selecting experience as helpful as possible, it can be nice to see and feel the mattresses before ordering. Our hours are
Monday – Tuesday : 10-6
Wednesday – Thursday: 10-8
Friday – Saturday: 10-5
Do I Pay Online for My Order?
You do not need to pay online for your order. We only accept your payment upon delivery when you are 100% satisfied with your order. If you prefer to prepay your order, we do accept paypal for your order
If I pay Cash, do I pay Tax?
We charge taxes on all of our orders. Unless we are offering a special promotion that includes taxes then yes, you will be required to pay applicable tax. Cash is simply another form of payment.
Which types of payment do you Accept?
We accept Interac™, Visa, Mastercard or Cash at the door. All Payment is upon delivery via MONERIS secure wireless terminal. We accept all tap-n-go, or flash payments as well. If you are prepaying online, we accept Paypal, the safest way to pay online.
When do I Pay?
Order your mattress online or by email or phone. If you prefer to prepay your order, you can checkout with PayPal for your order. One of the best parts about Direct Bed, is you have the option to pay when your order arrives at the door. Select “Pay on Arrival” at checkout if you would like to pay upon arrival when you are 100% satisfied.
Is Delivery really Fast & Free?
We offer FAST & FREE local delivery on all orders over $249.00. If your order is under $249, delivery is only $28. Once your order is placed online, in store or over the phone, our delivery team will call you to setup a delivery time that works for your schedule.
Can I pick up my order?
We do not allow local pick up. All of our Inventory is stored in unstaffed warehouses thus we are not able to handle customers at our warehouse. Instead place your order with us and we will deliver out to you for FREE. If you are not satisfied with your order, there is no obligation to pay.
Who will be delivering my order?
DirectBed employees will deliver your order straight to your door. Our delivery service is to the door only. At that point, the driver can use their discretion in assisting the customer in bringing the mattress to the bedroom.
What if I don’t like my order when it arrives?
Very seldomly does this happen, however we stand by our guarantee. If you are not 100% satisfied with your purchase, then you do not need to pay. We will pop you a phone call quickly to see what your concerns may be, and help find a better solution for you if we can.
WARRANTY & RETURNS
Do you accept Returns?
We try our best to get you the right product right away. We do have very few returns with our products, however if you do need an exchange and you did purchase Warranty Protector™ we do accept exchanges. Canadian Law demands that Mattresses be sold as New Material Only we can only accept exchanges if Warranty Protector™ was purchased. All items are final sale otherwise.
Does My Purchase come with Warranty?
Our Mattresses, Boxsprings, Bedframes and Mattress Protectors all include Manufacturer Warranty. This means that the Manufacturer will support their product if there is an issue. Each of our Mattresses comes with a Warranty card indicating the terms of the warranty and the length of the warranty. If you do not purchase Warranty Protector™ you will be responsible for all of the costs of getting your purchase to the factory to be repaired or replaced depending on the manufacturers decision.
What is Warranty Protector™
When you purchase Warranty Protector™ you are purchasing a waterproof, breathable, machine washable mattress protector for your mattress. Additionally, you will receive a 100 Night exchange guarantee on your mattress, and if there are any warranty issues with your mattress we will bring a brand new mattress out to you at no additional cost to you.
How do I make a warranty Claim?
If you are making a warranty claim, please go to our website and navigate to “Make a Warranty Claim”. Please carefully fill out all parts of the form and send it off to us. We will require pictures of the warranty issue in question to help evaluate the claim. Please include your Warranty Protector™ Purchase information as well as your invoice number. Once your form is filled out and sent, we will work as quick as possible to have your problem dealt with.