1-844-475-3378 
Answers to Frequently Asked Questions
MATTRESS QUESTIONS
How do I find the size I am looking for?
All of our available mattress sizes are listed in the drop down menu on product collection pages, or on product pages themselves. If a custom size you need is not listed, please contact us for a custom quote on a custom size mattress. You can reach us at 1 844 475 3378 (1 844 4SLEEP8)
Where is my mattress manufactured?
All of our mattresses are proudly made in Canada, right here in Toronto Canada. The lumber for our boxsprings, the foam for our mattresses, the steel for the coils, all Canadian made. Made in Canada means better regulation on these industries and safer, less toxic products.
We have a few exceptions to this. Our Intellibed series, is made in the USA. Our Kingston & Mackenzie mattress are imported from China.
As for our furniture, our Quagga Brand, Rosemount Brand & Julien Beaudoin is all Canadian Made. Everything else is imported.
What is the Brand name of your mattresses?
Our mattresses are made with identical components to name brand mattresses, just not with the expensive name labels. We use our own name brand labels or no label at all for our mattresses.
What is the minimum thickness I need for a mattress?
Our value foam mattresses start at 5.5" thick. This is the very minimum thickness in foam to support a 250 pound person comfortably without bottoming out the mattress.
The minimum thickness of a mattress does not have to be too thick to do the trick.
Most people like a thicker mattress both for looks and feel, and we do carry mattresses at all different thicknesses. Just read the product description to see the thickness of the mattress you are looking at.
What are the different sizes of mattresses?
Available Sizes
- Twin Size
- Twin XL
- Full Size
- Queen Size
- King Size
- Custom Sizes
Twin (Single)
38 Wide x 74 Long
The Twin Size mattress, also called a single size mattress is perfect for 1 person. All dimensions can vary up to 1.5 inches to allow for bedding.
Twin XL
38 Wide x 79.5 Long
The Twin XL Size mattress, is perfect for a taller person. Two Twin XL mattresss can also add up to a king size mattress. All dimensions can vary up to 1.5 inches to allow for bedding.
Full (Double)
54" Wide x 74" Long
Full Size, also known as Double size is well suited for two sleepers. If all sleepers are less than 6 feet tall, double will work great. If not, you may want to consider a queen size mattress. All dimensions can vary up to 1.5 inches to allow for bedding.
Queen
60" Wide x 79.5" Long
The Queen size mattress is the most popular size mattress for two sleepers together. For sleepers over 6 feet long, and who need room to move around, the Queen size mattress is perfect for you. All dimensions can vary up to 1.5 inches to allow for bedding.
King
78" Wide x 79.5" Long
The King size mattress is the ultimate luxury experience. For two sleepers, you will have plenty of room to move around without the worry of bumping into eachother. All dimensions can vary up to 1.5 inches to allow for bedding.
| Size Name | Length | Width |
RV Size (Queen Short) | 74" | 60" |
3/4 Size (Super Single) | 74.5" | 48" |
Cot Size (Military Single) | 78" | 28" |
California King | 84" | 72" |
RV King | 72" | 74" |
RV King | 72" | 80" |
RV King | 70" | 80" |
Custom Sizes
RV Size, Cot Size, 3/4, Super Single & More
We regularly sell RV size mattresses, 3/4 (known as Super Single), Cot Size & more. If you need a particular custom size not listed, please contact us and we will setup a custom order for you. Please Note We make ALL RV king Sizes for the same price listed
How long will the mattress last?
Different mattresses in our line up will last longer or shorter depending on their durability features. Mattresses will also last longer depending on how you take care of them.
Generally, our Basic mattresses will last 2-5 years, our Premium Mattresses will last 5-10 years, our Elite Mattresses will last 8-20 years. As you can see, you do buy a longer lasting mattress with a higher budget.
Generally speaking, a mattress lasts about 8 years if it is a good quality mattress from our Premium collection. If your mattress is over 8 years old, it is time too think about replacing it.
Here are some ways you can wear your mattress out faster:
(1) Not using a mattress protector. This let's sweat into your mattress and accelerates the breakdown of your foam comfort layers.
(2) Jumping on your mattress.
(3) Sitting on the edge of your mattress for extended amounts of time.
(4) 24/7 use of your mattress (long term care & disability)
(5) Not rotating your mattress and distributing wear evenly.
What is the warranty on my mattress?
Every mattress in our line-up comes with prorated warranty, varying in length depending on the mattress type. Our standard mattresses carry a 1-3 year warranty. Our Premium mattresses carry a 5-8 year warranty. Our Elite Mattresses carry 10-15 or 20 year warranty (Intellibed)
What types of mattress do you carry?
We carry all types of foam mattresses, spring mattresses, gel matrix mattresses and hybrid mattresses. We carry tight top, pillow top, euro top, box top, value, mid-range and high end. We carry soft, firm, medium, medium firm and medium soft mattresses. Everything on our website ships free across Canada if your order is over $499.
We do have some coil spring mattresses available in our store that are not listed on our website.
How do I know what type of sleeper I am?
When you go to bed at night, what is your instinctive position that you start to sleep in? On your back? On your side? On your stomach? Whichever position you instinctively start in, this is your preferred sleeping style.
Many people sleep in all positions, this is okay. If this is your preference, try looking for a mattress that is a side sleeper mattress, since side sleeper mattresses will cover both side and back (or stomach).
How much does a mattress cost?
This is a very common question. Mattresses are a very difficult product to put a price on since you can have a lot of hidden technology in a mattress which might not appear to you expensive, but can indeed be very expensive. Our least expensive mattresses start from $69 for a twin size, $129 for a double size and $149 for a queen size. This is obviously a basic mattress at this price, but it will work for the right situation. Our mattresses can be as expensive as $9,999.88 which is for our Intellibed Mattress.
So you can see! There is quite a range of prices for a mattress. It is best to speak with one of our Sleep Experts who can help guide you to the right mattress for your needs.
How can I tell how firm your mattresses are?
If you look at all of our mattresses, you will find you can pick from different feels. We have soft, medium, plush firm, medium firm, firm, very firm to choose from. You will also find in each one of our product descriptions, we talk about how firm a mattress is and who it is best suited for.
Contrary to modern mattress marketing, there are no "one size fits all" mattress feels. Everybody sleeps differently and needs a different feel in their mattress. Take the time to make sure you are picking the right feel, and if you are unsure make sure you speak with one of our representatives.
DELIVERY QUESTIONS
How much does delivery cost?
All orders over $499 are delivered for free within 5-12 business days. If you would like to pay for upgraded Rush delivery, it is $159.99 If your order is less than $499.88, there is a $69.95 fee.
For all orders located in Canada or the United States, your order will take anywhere from 5-12 business days to arrive. If you pay for upgraded rush delivery, we can get your order to you faster in 1-6 business days.
** For custom orders including special sizes, or custom ordered furniture please add up to 7 Business days to your delivery time.
Is delivery to my door or to my bedroom?
We deliver for free to all of Canada for orders over $499.99. If you are located within 100 km of our store, you will receive your delivery through our personal delivery team. We deliver right to your door for free. If you need your order in a specific spot in your house, our drivers are not instructed to do this, however they may be able to help you if it is not too difficult.
If you are not within 100 km of our store, you will receive your order by FedEx, UPS or CanPar. Your order will arrive to your door the same way you would receive any other parcel. We cannot assist with taking your order into your bedroom, however your order will arrive in convenient sized box(es) to make it easy to carry into your room.
Will I get delivery same day?
We strive to get every order out FAST. We know how important it is to get a good sleep and sometimes, you need it as soon as possible. If you are within 100 km of our store, sometimes, we can even get your order out on the same day. Please call us at (905) 594 1247 to see if it is possible for you.
Most deliveries take anywhere from 3-8 business days. Deliveries within 100 km of our store can be done faster.
Do you remove my old mattress?
Currently, we do not remove old mattresses due to Covid-19 restrictions. We recommend that you book an appointment with your City or Municipality to get a free removal. Each City and Municipality offers free removal, and they responsibly recycle mattresses through a shredder which we do not have the ability to do. Just google "your city" + "large item pickup" to set up an appointment.
I've placed my order, what now?
Once you place an order with Direct Bed, we will call you personally to set up your delivery if you are within 100 km of our store. Your order will be delivered by our own delivery team personally.
If you are outside of this delivery zone, your order will ship through FedEx, UPS or CanPar with a tracking number. Your tracking information will be updated into your order automatically and you will receive an update to your email or through SMS if you choose. Please check your spam folder if you think you should have got this notifaction.
Your order will ship within 3-12 business days.
RETURNS AND EXCHANGES
What is your return policy?
We currently offer exchanges on any regular mattress* in our line up for another mattress of the same size within the first 100 days of purchase. If after day 30 you are not satisfied with your purchase, you can exchange it for a mattress you feel is more comfortable mattress in our line up. It often takes up to 30 days to adjust to a new mattress. You are responsible for all the transportation cost of the exchange. Exchanges are for another mattress only. No store credit is issued. The exchange is limited to one time per order.
Since a mattress is a hygienic product, if you would like to return your purchase within 10 days of receiving your purchase, it must be unopened, still in the original bag or box, no exceptions. You will be responsible for all transportation cost back to our warehouse. You will also be responsible for a 25% restocking fee once returned. Exchanged mattresses can not be returned even if unopened.
If you have opened up your mattress and used it, then you will only be eligible for an exchange for your mattress to another mattress. No refunds will be issued
Directbed reserves the right to change or modify this policy at any time. Directbed.ca reserves the right to refuse an exchange.
*Exchanges on custom made mattresses or mattresses with corner cuts are excluded from the 100 night exchange program.
How do I make an exchange?
If you would like to set up an exchange, please call us at 1 (844) 475 3378, or (905) 594 1247 to set up an exchange. If you are within 100 km of our store, we recommend coming into our store and picking out a different mattress that you are comfortable with. Once we have figured out the mattress that you want to exchange to, we simply credit you for your old mattress and send you the new one. You will be responsible for any transportation cost associated with the exchange. Our standard delivery rate is $49.99 one way within 100 km of our store. For deliveries across Canada, please call us at (905) 594 1247 for a custom shipping quote.
**Please note: In order to exchange your mattress, you must confirm that a mattress protector has been used on your mattress and that the mattress is free of stains, smells or spills.
What do you do with used mattresses that are returned?
We ensure that all mattresses are either sold with a Mattress Protector, or that all customers have used a mattress protector if they want to exchange their mattress. All returned mattresses are returned free of stains, smells or spills and are available for purchase in our floor model and return clearout area at our store. These mattresses are available for purchase at a highly discounted rate, and provide an affordable option for individuals who cannot afford the cost of a brand new mattress.
These mattresses are clearly marked as floor models and returns. Customers are made aware that these mattresses are sold as is, final sale, no returns, no exchange, no warranty.
How long do I have to exchange my mattress?
We offer a 100 Night sleep exchange guarantee. This means that within the first 100 nights, if you are not perfectly comfortable with your new mattress, you can exchange it for a different mattress in our line up.
Since it takes some time to adjust to a new mattress, we recommend taking 30 days to get used to your new mattress. After this, you may exchange your mattress within day 30-100 for a different mattress.
Who covers the cost of transportation?
If you would like to take advantage of the 100 Night Sleep Exchange, you will need to get the mattress back to our warehouse. You may bring the mattress back in your own vehicle or use one of our transporation methods. If you use our delivery team within 100 km of our warehouse, it is $49.99 each way for transportation. If you are outside of our local delivery zone, please call (905) 594 1247 for a custom shipping quote.
PAYMENT QUESTIONS
How can I pay for my order?
We accept Mastercard, Visa, Visa Debit, AmEx through our secure payment processor, Stripe™. We also accept paypal and google pay online. If you are within 100 km of our store, we also accept Payment at the door including Cash, Interac, Visa, Debit, Apple Pay, Mastercard or AmEx. If you come into our store, we accept cash, Interac, Visa, Debit, Apple Pay, Mastercard or AmEx.
We accept Flexiti financing purchases at checkout. We also now accept a large selection of cryptocurrency at checkout as well (Bitcoin, Ethereum, Litecoin, Dash and many more)
Can I pay cash on delivery when the driver arrives?
If you are within 100km of our store, we offer delivery through our own personal delivery team. You can choose to prepay online or pay at the door on delivery. If you choose to pay at the door on delivery, just select pay on pickup at checkout. We offer the choice to pay with cash, interac, visa, debit, mastercard or amex at the door.
Do you offer financing?
Yes. We offer 0% financing through Flexiti Financing. Flexiti Financing powers financing for companies such as Canada Computers, Henry's Photography, Kal-Tire, Ethan Allen and many other large brands.
Financing lets you purchase big-ticket items sooner by breaking up your payments into smaller, affordable monthly payments - all while paying less than a traditional credit card. With Flexiti, the application is quick and simple making it more convenient than ever to finance your purchase.
Financing is on approved credit. If your order is between $500-$1000 you can take 6 months to pay. If your order is between $1000 - $2000, you can take 12 months to pay. If your order is over $2000, you can take 24 months to pay. To pay with 0% financing, just pick "pay with flexiti" at checkout. You can be approved within 3 minutes.
What happens if I am not approved for financing?
Often, customers who are not approved online get approved with a quick phone call to Flexiti financing.
Reach fast, friendly, and reliable customer service when you need it by calling 1-877-259-3745 on Monday to Friday from 9AM to 10PM EST or on Saturday and Sunday from 9AM to 5PM EST.
Order Cancellations
If for any reason you need to cancel your order before it has been delivered you may do so with an email to our customer support. For oders over 12 hours old there is a 5% cancellation fee. For orders that have been shipped already there is a $50 dollar fee or a 25% cancellation fee whatever is greater. For custom orders such as Crate Design Furniture or custom size mattresses we will charge uo to 50% of the order if it has already been produced. If for any reason Directbed.ca cannot fullfill your order we will refund your order in full with no fee applied.
STORE LOCATION QUESTIONS
Where is your store located?
We are located at 43 Teal Ave in Stoney Creek. If you are coming from Niagara, you would exit at Fruitland road and then turn right on the south service road. Drive about 4 minutes until you hit Teal Ave, and you will see our store on the left.
If you are coming from Toronto area or down the Red Hill, you would take centennial north to the south service road and turn right. You will see our store on the right hand side about 2 minutes down the service road.
Are you open to the public?
What are your store hours?
Can I try all of your mattresses out in your store?
Still Have Questions?
- Call us: 1 (844) 478 3375 or (905) 594 1247
- Email Us: support@directbed.ca
- Live Chat: Click the chat bubble below
