Mattress Warranty Made Simple.
Not sure if your mattress has an issue? This page walks you through it step by step.
Need help? Email warrantyhelp@modernmattress.ca
Every Mattress Has a Break-In Period
Your new mattress needs time to adjust to your body. This is completely normal and doesn't mean anything is wrong.
Feels Firmer
The materials are brand new. It'll feel firmer than the store model you tried. Give it time.
Starting to Soften
The foams are conforming to your body. You'll notice it getting more comfortable each week.
Fully Broken In
Your mattress has settled. Mild body impressions (under 1.5") are normal. That's the mattress doing its job.
Is It a Defect? Here's How to Tell.
Grab a broom handle and a ruler. That's all you need.
Sagging Where You Sleep
- Strip the bed, remove all sheets, pads, toppers
- Lay a broom handle across the dip
- Measure the gap from the handle down to the deepest point
- Nobody on the bed while measuring
Sidewall Collapse
- Strip the bed, same as above
- Look at the edges from the side. Is it bowing out?
- Place a straight edge along the side, head to foot
- Measure the gap between the straight edge and the wall
Photos the Manufacturer Requires
Clear, high-resolution photos are critical. Blurry ruler or law-tag photos get claims rejected.
Full Mattress
Photo from above showing the whole mattress. All bedding, sheets, pads, and toppers removed.
The Measurement
Straight edge across the dip with a ruler showing the depth. Numbers on the ruler must be readable.
The Law Tag
Small white tag on the side of the mattress. Close up, the model, date, and serial info must be clearly readable.
Foundation / Base. Top View
Photo of the top of your foundation or base with the mattress removed. Shows the surface the mattress rests on.
Foundation / Base. Underneath
Photo from underneath the base looking up. This shows the support structure, the manufacturer requires this.
The Law Tag, Don't Remove It
This little tag is your proof of warranty. Without it, your claim cannot be processed.
Where Is It?
It's at the head of your bed, sewn into the side panel. It's a small white or off-white tag. You may need to lift or tilt the mattress slightly to see it on the side.
What's On It?
The manufacturer name, mattress model, manufacturing date, and materials used. This is how the factory verifies your mattress and warranty coverage.
Why It Matters
No law tag = no warranty claim. The factory requires it to verify the mattress model, age, and whether it's still within the warranty period. Without it, there's no way to process your claim.
Right Way vs. Wrong Way
The factory will reject photos that measure the wrong thing. Here's the difference.
Measuring Quilting Dimples
Those small, evenly-spaced dips on the surface are quilting pattern dimples. They're part of the design. Every mattress has them. The factory will reject this.
Measuring a Body Impression
A body impression is a large, visible dip where you sleep. Lay a broom handle across it and measure the gap. If it's 1.5" or more, that's a valid warranty claim.
The "Hump" in the Middle
That ridge between the two sleep spots? Here's what's going on.
Why It Happens
You each sleep on your side of the bed. Those areas compress over time. The middle. Where nobody sleeps. Stays at its original height. That's why it feels like a ridge.
How to Prevent It
- Rotate your mattress head-to-foot every 3–4 months
- Sleep closer to the centre occasionally to even out the wear
- Use the full surface, don't always sleep on the very edge
- Consider a Split King, two separate mattresses eliminates the hump entirely
Protect Your Mattress From Day One
A few simple things that keep your warranty intact for the full 10 years.
Use a Mattress Protector
This is the big one. Any stain. Even a small spill. Can void your warranty. The factory will reject a claim if they see any staining on the mattress. A waterproof mattress protector prevents this entirely. Put one on the day your mattress arrives and leave it on.
Proper Bed Frame & Foundation
Your mattress needs proper support underneath. A solid platform, bunkie board, or matching foundation is required. Broken slats, old box springs, or no foundation at all can cause premature sagging. And that's not covered.
Rotate Every 3–4 Months
Rotate your mattress head-to-foot a few times a year. This distributes wear evenly and prevents one area from breaking down faster than the rest. Don't flip it. Just rotate.
Never Remove the Law Tag
No law tag = no warranty. Period. It's at the head of the bed, sewn into the side panel. People cut it off thinking it doesn't matter. It does. If it's missing or discarded, your warranty is automatically void.
Stains Void Your Warranty
This is the #1 reason warranty claims get rejected by the factory. Even a small coffee spill or sweat stain is enough to void coverage. A mattress protector costs a fraction of your mattress. And it keeps your warranty valid for the full 10 years. This cannot be stressed enough.
Proper Foundation Protects Your Warranty
The wrong base is one of the most common reasons claims get rejected.
- Solid platform
- Bunkie board
- Matching foundation
- Slats ≤ 2" apart
- Centre support leg
- Slats > 3" apart
- Broken or missing slats
- No centre support
- Old box spring
- Mattress on floor
Not sure if your frame qualifies? Email us a photo of the slats with a tape measure across the gap and we'll check before you claim.
Covered vs. Not Covered
✓ Covered
- Body impressions deeper than 1.5"
- Sidewall collapse (no weight applied)
- Broken or protruding coils
- Manufacturing defects
- Seam separation (not from damage)
✗ Not Covered
- Impressions under 1.5" (normal break-in)
- King size centre hump (normal wear)
- Any stains or spills (even small ones)
- Burns, tears, or physical damage
- Wrong frame or no foundation
- Comfort preference changes
- Missing law tag
Start Your Warranty Claim
Fill this out, hit submit, and your email app opens with everything ready. Attach your 5 photos and send.
Almost Done!
Your email app should be open with your claim details ready.
Attach your 5 photos and hit send.
Didn't open? Email warrantyhelp@modernmattress.ca directly with your details and photos.
Warranty Questions
The full warranty process. From when you submit your claim to a final resolution from the manufacturer. Can take up to 6 weeks. Claims are submitted directly to the manufacturer for review, and their response time drives the timeline. We’ll keep you posted along the way.
The manufacturer verifies warranty coverage against the original purchaser’s name on the order. Even if you’re submitting the claim yourself, we need the name exactly as it appears on the receipt to match the order in our system.
Yes. Purchases can be looked up by the name on the original order and approximate date. The law tag helps too.
The manufacturer rejects a lot of claims simply because they can’t read the numbers on the ruler or the info on the law tag. Blurry photos = rejected claim. Use natural daylight, zoom in close for the law tag and ruler, and make sure the phone is steady.
A replacement will be arranged based on the manufacturer’s decision. You’ll be contacted by email or phone to coordinate the next steps.
A solid platform, bunkie board, or matching foundation with a centre support. Slats must be no more than 2" apart, 3" is pushing it and can void your warranty. Broken slats, sagging frames, or no foundation can cause premature sagging that isn’t covered.
The warranty covers the original purchaser only.
Warranty Support
The full warranty process can take up to 6 weeks. Claims are submitted to the manufacturer for review. Their response time drives the timeline. We’ll keep you posted along the way.
Ready to Start?
File your claim online or reach out directly. The process is designed to be easy.