Top Questions Asked

How do I track my order?

After purchasing your Emma product, please wait for a confirmation email containing your product tracking number and instructions to track your order. Orders from Ontario take approximately 2-4 days while orders from the rest of Canada take approximately 4-8 days through our logistics carriers (e.g. Bolt Logistics, Canpar).

Should you have any concerns, please contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday, through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How do I contact customer service?

We’re always ready to help and appreciate feedback of any kind. If you would like to contact us, please contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
What makes the Emma Original Mattress special?

The Emma Original, with over 75 product awards, is composed of five layers. Its AIRGOCELL® foam technology dissipates sweat and absorbs heat so that you sleep cool and comfortable. Its HALO® Memory Foam has 3 zones that adapt to your body shape and has motion isolation technology so that you get better pressure relief and uninterrupted sleep. Its HRX® Supreme Foam has 5 adaptive cutouts that distribute your body weight evenly so that you get full body support.

How is the Emma Original Mattress constructed?

The Emma Original Mattress consists of 5 different layers:

  • The Plush Emma UltraDry® Original Cover with its temperature-regulating technology allows for a breathable cover and makes mattress maintenance easy.
  • The AIRGOCELL® foam has an open-pore cell structure and enables pleasant air circulation while keeping you cool, even on warm nights
  • Motion-isolating HALO® Memory foam uses 3-zone support to balance out pressure points that will help you get a better night's sleep.
  • The Emma HRX Supreme® Foam is engineered to last for years and serves as the foundational support of the mattress.
  • Emma Edge Support provides a reinforced perimeter that not only helps prevent restless and active sleepers from falling off at night but also helps all sleepers easily sit up in the morning.
How firm is the Emma Original Mattress?

The Emma Original Mattress is considered ‘Medium Firm. To help you out, imagine sleeping in cloudy comfort where we’re soft enough to feel comfortable and cozy while having that firmness to support your body as if someone was cuddling you to sleep.

What are the sizes available for the Emma Original Mattress?

Our Emma Original Mattress comes in 6 sizes– find one that suits you!

  • Twin: 39” x 75” x 10’’ (35 lbs) - Best for children, teens, or anyone under six feet tall.
  • Twin XL: 39” x 80” x 10’’ (37 lbs) - Best for growing children and/or teens.
  • Full: 54” x 75” x 10’’ (48 lbs) - Best for individuals or couples looking for something compact yet 
  • Queen: 60” x 80” x 10’’ (58 lbs) - Best for individuals or couples who want extra space.
  • King: 76” x 80” x 10’’ (72 lbs) - Best for families who sleep together.
  • California King: 72” x 84” x 10’’ (72 lbs) - Best for maximized space and comfort for your family and even pets.

If you’re still undecided on what size to get, we’d be more than willing to help you out. You may reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How do I change/edit my order?

After purchasing your Emma product, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels with your respective information (e.g. address changes, mattress size changes, payment changes, cancellation, or delivery date changes):

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How does the 365-night trial phase work?

We’re glad you asked! When choosing a mattress, it is important to give it a try and decide if everything is right for you. Our risk-free 365-night trial means that you get 365 nights to relax into your Emma mattress and experience the benefits of a good night’s sleep in order to make that decision. We encourage and require a trial period of 21 nights on your mattress so that you and your body can get suited to your Emma mattress.
If you choose to return your mattress within the trial period, please reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Can you explain the Emma Original Mattress 10-year Warranty?

We got your back 100%. The 10-year warranty begins as soon as you receive your Emma Original mattress and covers damages made by factory defects and/or faulty materials. For more information please check our terms and conditions.

Suppose you have received a defective mattress upon delivery. In that case, you may reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Trial & Guarantee

How does the 365-night trial phase work?

How does the 365-night trial phase work?

We’re glad you asked! When choosing a mattress, it is important to give it a try and decide if everything is right for you. Our risk-free 365 night trial means that you get 365 nights to relax into your Emma mattress and experience the benefits of a good night’s sleep in order to make that decision. We encourage and require a trial period of 21 nights on your mattress so that you and your body can get suited to your Emma mattress.

If you choose to return your mattress within the trial period, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Note that the 365-night trial is only applicable to purchases after July 7, 2022. All purchases before this date are subject to the previous 200-night trial.

Should I test a mattress first in person before purchasing?

You don’t need to. We believe that our mattresses provide an exceptional and comfortable sleep experience without pushy sales tactics and high prices. We offer a 365-night trial so that you can experience Emma in the comfort of your own home without the need to go in-store.

When does the 365-night trial start?

The 365-night trial starts on the day that you receive your product. From then, you have 365 nights to try out your mattress

How can I return my mattress within the trial time?

To return your mattress, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
What condition can I return the mattress in?

Products must be in donable condition to be eligible for return (e.g., no stains, tears or other soiling including odors). To know more information, you may view our terms & conditions (Article VIII) here. Should you have any questions, please reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Does the mattress need to stay in its plastic during the trial?

No, it doesn’t. You can enjoy the Emma Original mattress as you normally would any mattress.

Is the 365-Night trial applicable for all products?

All Emma Mattresses have a 365-night trial while other Emma products have a 60-Night trial.

When does the 10-year warranty start?

The warranty begins as soon as you receive your Emma mattress.

Can you explain the Emma Original Mattress 10-year Warranty?

The 10-year warranty begins as soon as you receive your Emma Original mattress and covers damages made by factory defects and/or faulty materials. For more information please check our terms and conditions.

 Suppose you have received a defective mattress upon delivery. In that case, you may reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
I received a defective mattress, what do I do?

We sincerely apologize for the inconvenience we have brought to you. We would love to replace your mattress, free of charge (Note: Terms & Conditions apply). With that, please reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Rest assured, we will attend to this as soon as possible.

Do you have a trial period for other Emma products?

All our products besides mattresses have a 60-night trial period. This means you can have 60 nights to relax and sleep on your new Emma products.

Do the other products have a warranty period?

We offer various warranty periods in case that you receive a defective product. Our warranty periods are as follows:

  • The Original Foam Pillow has a warranty period of 2 years. 
  • The Breathable Mattress Protector has a warranty period of 2 years.
  • The Upholstered Bed Frame has a warranty period of 1 year.

Purchasing Your Emma

What if my discount doesn't work?

If you experience an error when inputting your discount code, you may reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Can I use more than one discount code?

Unfortunately, we can only accommodate the use of one discount code per transaction (i.e. no stacking of discount codes). Although, if you subscribe to our newsletter, you may just get another discount code for your next purchase!

Can I order by phone?

We do not take orders via phone, but our Emma Canada website is convenient and quick. Visit us here: www.emma-sleep.ca.

What payment methods do you offer?

Shopify Payments (any Credit / Debit Card): 
You can pay securely on our website with all major credit or debit cards (Visa, MasterCard, American Express, and Discover). Rest assured, Your credit card data is encrypted via a safe SSL method. 

PayPal:
You can pay using PayPal for all your orders on our website.

Affirm: 
If you choose to pay by installment (i.e. Buy Now, Pay Later), you may pay using Affirm. For more information, see our FAQs on Affirm here. 

Awards & Certifications

What does it mean when products are OEKO-Tex® 100 Certified?

If a product is OEKO-Tex® 100 Certified, you can be assured that every component of this product (i.e. every thread, foam, etc) has been tested for harmful substances and is therefore harmless for human health. You can be assured that Emma products are of top-quality for your safety. For more information, visit the link here.

What does it mean to be certified for Class 1?

Emma Products are OEKO-Tex® 100 Certified Class 1 (16.0.93305) of OEKO-Tex Standard 100. This means that our products are safe for even babies and toddlers (i.e. protection against allergens, etc.). To check for certification, view the label check and enter our label number: 16.0.93305.

How are products tested to be OEKO-Tex® 100 Certified?

OEKO-Tex® 100 has their own independent testing institutes where they conduct their own extensive testing methodologies. For more information, view the link here.

What does it mean when a product is CertiPUR-US® certified?

It means that our mattress foams are made without toxic materials (e.g. formaldehyde, phthalates, flame retardants, and heavy metals). All Certipur-US certified products are rigorously tested and meet strict safety standards. For more information, see here

Why is the CertiPUR-US® certification important?

The CertiPUR-US® certification is important to give you the assurance that our mattress foams are made without toxic materials (e.g. formaldehyde, phthalates, flame retardants, and heavy metals). This means that our Emma Original is safer for you and your family. For more information, see here

If the foam is certified, does that mean it was made without flame retardants?

Because our foams have the CertiPUR-US® certification, you can be sure that there are no harmful flame retardants found in our Emma products that have been identified by the Globally Harmonized System (GHS), a global standard by the United Nations for harmful chemicals.

Your Order

How do I track my order?

After purchasing your Emma product, please wait for a confirmation email containing your product tracking number and instructions to track your order. Orders from Ontario take approximately 2-4 days while orders from the rest of Canada take approximately 4-8 days through our logistics carriers (e.g. Bolt Logistics, Canpar).

Should you have any concerns, please contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How do I change/edit my order?

After purchasing your Emma product, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels with your respective information (e.g. address changes, mattress size changes, payment changes, cancellation, or delivery date changes):

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
What if I ordered the wrong size?

After purchasing your Emma product, please reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels with your respective information (e.g. address changes, mattress size changes, payment changes, cancellation, or delivery date changes):

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How do I cancel my order?

If you would like to cancel your order, our Customer Care agents will be happy to help you. Please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How do I contact customer service?

We’re always ready to help and appreciate feedback of any kind. If you would like to contact us, please contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
What are the shipping/ delivery costs?

Shipping and return costs are free for all our products. However, if you select the scheduled delivery with in-home setup, there is a small fee added to the order total.

How does the Emma Original Mattress get delivered to me?

The Emma Original Mattress will be vacuum packed in a 17’’ x 17’’ x 44’’ box. We ship throughout Canada directly to your front door using our logistics carriers.

How long does delivery take?

Orders from Ontario take approximately 2-4 days while orders from the rest of Canada take approximately 4-8 days. We also have the option to deliver your order on your preferred schedule. To view your estimated delivery, you may view it in your account on the website under “order.” You may also use the tracking number sent to your email to track your order.

Should you have any concerns, you may reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How many deliveries do I get when I order more than one product?

Each Emma product will be sent separately. You will receive a tracking number and confirmation email for each parcel.

Can I change my delivery address?

After purchasing your Emma product, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels with your respective information (e.g. address changes, mattress size changes, payment changes, cancellation, or delivery date changes):

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Can I change the date of my delivery?

After purchasing your Emma product, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels with your respective information (e.g. address changes, mattress size changes, payment changes, cancellation, or delivery date changes):

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Please do note that we cannot assure an exact delivery date, but we will do our best to have your Emma products delivered within the range of your preferred dates. You may also choose our scheduled delivery with in-home setup to have your order delivered on your preferred date.

In which areas is the scheduled delivery with in-home setup option available?

The scheduled delivery with in-home setup option is currently only available in selected areas of Ontario. Rest assured that we are working hard to expand our serviceable areas. We will make sure to update our customers and website when it's available to other areas.

How can I book my preferred delivery date and time?

Our logistics partner will send you an email after your purchase. Simply reply with your preferred date and time of delivery within 24-48 hours upon receipt of the email so we can book and prepare your orders for shipping.

Who is your logistics partner for the scheduled delivery option?

Bolt is our current delivery partner that will bring your Emma products right to your doorstep.

I would like to change the delivery date I have selected earlier, can this still be done?

Let us help you with that request. Please feel free to get in touch with our Customer Care team at 1-855-585-EMMA or email us at support@emma-sleep.ca or use our live chat feature to speak with an agent directly.

I accidentally paid for the scheduled delivery with in-home setup but I rather have the free shipping option, can you still cancel and refund the additional fee?

Should you decide to opt out for this service, please contact our Customer Care team at 1-855-585-EMMA or email us at support@emma-sleep.ca or use our live chat feature so we can cancel this for you.

I ordered multiple items, would the preferred delivery date and time apply to all my items?

Yes, the preferred delivery date and time and fee of $149 will be applicable to all items from your order. Each item will be sent on the date and time that you have selected. Should you need to have some items from your order to be delivered on a different date, you will need to order them separately and choose between our standard free delivery or the scheduled delivery option.

I ordered multiple products, can I choose a preferred delivery date for each product?

Our scheduled delivery with in-home setup option applies to all the items in your order. If you wish to have your items delivered at different dates, please place an order separately and choose between our standard free delivery or the scheduled delivery option.

I wasn’t able to choose the scheduled delivery with in-home setup option upon checking out, is there a way I can have this as an add on?

At the moment, we do not offer this as an add on for existing orders. Please contact us 1-855-585-EMMA or email us at support@emma-sleep.ca or use our live chat feature so that our Customer Care team can check the status of your order and assist you.

What do I do if I haven't received my welcome package?

We hope that every customer receives their welcome package, but we understand that packing mistakes can happen. If you happen to experience this, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
What will I get in the welcome package?

You will receive a plastic cutter to help you with the package and a welcome booklet containing essential information about your Emma Original mattress (e.g. how to unbox, FAQs, etc.).

Is there a right way to unpack my Emma Original Mattress?

The Emma Original mattress is packed with convenience in mind. Just unbox, roll the mattress out, remove the plastic wrap, and you're ready for sleeping! We'd love to see you unravel your sleep potential. Tag us @emmasleep.canada on Instagram and share with us your Emma experience!

How long can the Emma Original Mattress stay in the box?

Customers must open the products within 4 weeks of receiving the order for it to inflate correctly. If the customer does not comply with this recommendation within the above period, Emma reserves the right not to reimburse the customer for the existence of any defect in the product or to send the customer a new product to replace the original one.

After unpacking the Emma Original Mattress, how long does it take for the Mattress to be ready for use?

You can sleep right away but we recommend waiting 30 minutes to an hour for the mattress to become fully expanded.

What if I ordered the wrong size?

After purchasing your Emma product, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels with your respective information (e.g. address changes, mattress size changes, payment changes, cancellation, or delivery date changes):

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Returning Your Emma Products

How does the return process work?

The return process starts with getting in touch with our Customer Care agents to initiate a return (Note, please prepare your Order Number). We will then schedule a free pick-up of your mattress for disposal and process your refund once accomplished. Please bear in mind that the refund may take up to 5-10 business days to process depending on the payment method you used.

How do I start the return process?

If you would like to start the return process, you can start the process by reaching out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How long do the return and refund take?

Once you’ve initiated a return with our Care Agents, we will schedule a pick for your mattress which may take a maximum of 1 week. After such, we will process your refund which may take 5-10 business days.

How do refunds work?

Once the mattress has been picked up from your home, we will start processing your refund. You will be refunded the same way you paid for your product. (i.e. If you paid through PayBright, you will receive your funds from PayBright).

How long does a refund take?

We will process your refund within 5-10 business days. Should you have any concerns, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
What is the status of my refund?

To check the status of your refund, please reach out to our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Accessing Your Account

How do I create a customer account?

You can easily create a customer account by clicking on the “Log-in” found in the navigation bar. By this, you’ll be able to save your cart and sign-in to view your order whenever you want.

How do I retrieve my password?

Please use the "Forgot my password" option located on the login page on our website. It will walk you through resetting passwords.

The Emma Original Mattress

What makes the Emma Original Mattress special?

The Emma Original, with over 75 product awards, is composed of five layers. Its AIRGOCELL® foam technology dissipates sweat and absorbs heat so that you sleep cool and comfortable. Its HALO® Memory Foam has 3 zones that adapt to your body shape and has motion isolation technology so that you get better pressure relief and uninterrupted sleep. Its HRX® Supreme Foam has 5 adaptive cutouts that distribute your body weight evenly so that you get full body support.

How is the Emma Original Mattress constructed?

The Emma Original Mattress consists of 5 different layers:

  • The Plush Emma UltraDry® Original Cover with its temperature-regulating technology allows for a breathable cover and makes mattress maintenance easy.
  • The AIRGOCELL® foam has an open-pore cell structure and enables pleasant air circulation while keeping you cool, even on warm nights
  • Motion-isolating HALO® Memory foam uses 3-zone support to balance out pressure points that will help you get a better night's sleep.
  • The Emma HRX Supreme® Foam is engineered to last for years and serves as the foundational support of the mattress.
  • Emma Edge Support provides a reinforced perimeter that not only helps prevent restless and active sleepers from falling off at night but also helps all sleepers easily sit up in the morning.
What certifications does the Emma Original Mattress have?

The foam used to make the Emma Original mattress is CertiPUR-US® and Class I (16.0.93305) of STANDARD 100 by OEKO-TEX®.

What are the sizes available for the Emma Original Mattress?

Our Emma Original Mattress comes in 6 sizes– find one that suits you!

  • Twin: 39” x 75” x 10’’ (35 lbs) - Best for children, teens, or anyone under six feet tall.
  • Twin XL: 39” x 80” x 10’’ (37 lbs) - Best for growing children and/or teens.
  • Full: 54” x 75” x 10’’ (48 lbs) - Best for individuals or couples looking for something compact yet 
  • Queen: 60” x 80” x 10’’ (58 lbs) - Best for individuals or couples who want extra space.
  • King: 76” x 80” x 10’’ (72 lbs) - Best for families who sleep together.
  • California King: 72” x 84” x 10’’ (72 lbs) - Best for maximized space and comfort for your family and even pets.

If you’re still undecided on what size to get, we’d be more than willing to help you out. You may reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Does the Emma Original Mattress fit on any bed frame?

Yes, the Emma Original Mattress will fit in the majority of the appropriate bed frames.

Is the Emma Original Mattress fire retardant?

Yes, the Emma Original mattress is compliant with the Canadian fire safety regulations and does not use chemicals to meet this requirement.

Does it need a topper or bed cover?

You do not need a topper or a bed cover to use the Emma Original Mattress. However, if you would like to control the softness/firmness of your mattress, our Firm-to-Soft Reversible Topper will help you achieve just that. For more information, you may view our Topper here.

Does the foam smell?

Like all new products, the Emma Original mattress has a slight "new" smell at the start which will wear out over time. However, rest assured, the foams in our Emma Original have passed both CertiPUR-US® & OEKO-TEX® certifications, which mean that those smells are temporary and harmless as we are free of harmful chemicals such as formaldehyde, phthalates, and flame retardants, as verified by an independent third-party organization.

 However, if the odor is bothering you, allow your mattress to air out for 24 hours, at which point the odor should subside. Should you have any more concerns, please reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How firm is the Emma Original Mattress?

The Emma Original Mattress is considered ‘Medium Firm’. To help you out, imagine sleeping in cloudy comfort where we’re soft enough to feel comfortable and cozy while having that firmness to support your body as if someone was cuddling you to sleep.

Is the Emma Original Mattress vegan?

The foam used to make the Emma Original mattress is CertiPUR-US® and Class I (16.0.93305) of STANDARD 100 by OEKO-TEX®.Yes, the Emma Original Mattress is 100 % vegan and does not contain any animal-based materials. Unfortunately, the mattress is inedible.

I have back or neck pain, is Emma Original Mattress the right mattress for me?

We understand that needs vary by individuals so we offer 365 days to test the Emma Original mattress risk-free. That way you can decide if it is best for your situation.

Can I wash my Emma Original Mattress?

You can wash the UltraDry® cover of your mattress. Simply open the zip along the perimeter of your mattress to remove the cover. Wash the cover while maintaining a temperature below 140°F in the washing machine. You can also wash single stains by hand with gentle washing detergent.

Is the mattress considered a medical device?

No, the Emma Original mattress is not a medical device.

How long can my Emma mattress stay in the box for?

The Emma Original mattress shouldn't be left rolled up in the box for more than four weeks after delivery as this may damage your mattress.

Do I need to flip and ventilate it?

No. Flipping your Emma Original mattress is not necessary and the white top-cover and AIRGOCELL® layer should always remain on top. The three layers of foam serve as an especially long-lived function of support, so the usual flipping of the mattress isn’t necessary. The special breathability and open-cell character of the core materials provide a self-contained ventilation system, keeping the mattress aerated.

How do I return my Emma Original Mattress?

You may return your Emma Original Mattress within 365 nights of receiving your product. When you want to return your Emma Original Mattress, please contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Does the Emma Original Mattress have a warranty?

The Emma Original Mattress has a 10-year-warranty upon receipt. For more information on warranty claims, please visit our Terms and Conditions or contact our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

The Emma Hybrid Comfort

What Makes the Emma Hybrid Comfort special?

The Emma Hybrid Comfort mattress is the first in our new range of second-generation mattresses. It is a 13” inch thick, 7 layers, hybrid mattress that has best-in-class support without compromising plush comfort.


An ideal combination of our new Edge-to-Edge spring technology and our high-quality Emma foams to offer optimal support and temperature regulation! The best of both worlds for a deep, comfortable sleep.

This 7-zone ergonomic mattress features memory foam that immediately adapts to the shape of your body, providing firm support for your back, while enveloping the rest of your body in a softer feel. With Emma Hybrid Pro, you can sleep the way you've always dreamed of and wake up full of energy!

How is the Emma Hybrid Comfort constructed?

The Emma Hybrid Comfort consists of 7 different layers:

  • The Pillowtop Cover has climate-regulating and moisture-wicking technology that allows for a breathable cover and makes mattress maintenance easy.
  • The AIRGOCELL® Hypersoft Comfort Layer has an open-pore cell structure and enables air circulation and dissipates body heat so nights only get hot (and steamy) when you want them to.
  • The Contouring memory foam Layer molds to the unique shape of your body for even pressure distribution and provides great motion isolation so you can sleep undisturbed, even with a fussy partner
  • The Supportive HRX Foam supports you with just the right level of firmness, with no dips or bumps.
  • The Ergonomic, 7-Zone edge-to-edge pocket springs are
    individually wrapped pocketed coils designed for the optimum tension and bounce to provide strong enough support for all types of sleepers. With 7 firmness zones it provides optimal support where you need it most. It also enhances airflow for better breathability and a cool night’s sleep.
  • The The Stabilizing Base Layer is a base foam layer that is
    guaranteed to provide support and withstand decades of use.
  • The Anti-slip lower cover with handles prevents layers from shifting, keeping it in place, easy to move around and transport
What certifications does the Emma Hybrid Comfort have?

The foam used to make the Emma Hybird Comfort mattress is CertiPUR-US® certified.

What are the sizes available?

Our Emma Hybrid Comfort comes in 6 sizes– find one that suits you! 

  • Twin: 39” x 75” x 10’’ (35 lbs) - Best for children, teens, or anyone under six feet tall.
  • Twin XL: 39” x 80” x 10’’ (37 lbs) - Best for growing children and/or teens.
  • Full: 54” x 75” x 10’’ (48 lbs) - Best for individuals or couples looking for something compact yet 
  • Queen: 60” x 80” x 10’’ (58 lbs) - Best for individuals or couples who want extra space.
  • King: 76” x 80” x 10’’ (72 lbs) - Best for families who sleep together.
  • California King: 72” x 84” x 10’’ (72 lbs) - Best for maximized space and comfort for your family and even pets.

If you’re still undecided on what size to get, we’d be more than willing to help you out. You may reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Does the Emma Hybrid Comfort fit on any bed frame?

Yes, the Emma Hybrid Comfort will fit in the majority of the appropriate bed frames.

Is the Emma Hybrid Comfort fire retardant?

The Emma Hybrid Comfort is constructed to comply with applicable safety laws. We make sure to keep your safety in mind when engineering our products.

Does the Emma Hybrid Comfort need a topper or bed cover?

You do not need a topper or a bed cover for the Emma Hybrid Comfort. The use of a topper might affect the bounciness of the mattress. However, if you would like to control the softness/firmness of your mattress, our Firm-to-Soft Reversible Topper will help you achieve just that. For more information, you may view our Topper here.

What’s the difference between the Emma Original Mattress and the Emma Hybrid Comfort?

The award-winning Emma Original Mattress is recommended for all sleepers, regardless of your sleeping position. Made with the breathable AIRGOCELL® and HRX Supreme base layer, the Emma Original distributes body weight evenly, relieves pressure and eliminates motion transfer for your best night’s sleep.

The Emma Hybrid Comfort is recommended for sleepers who want extra support, and for those who want to do more than sleep. It combines the award-winning comfort, zero motion transfer, zoned support and pressure relief of our Emma Original with the breathability, bounce and extra support of our Climax® Pocketed Springs. Both Emma mattresses are considered medium-firm, offering the perfect mix of comfort and support.

Does the foam smell?

Like all new products, the Emma Hybrid Comfort has a slight "new" smell at the start which will wear out over time. However, rest assured, the foams in our mattress have passed the CertiPUR-US® certification. This means that those smells are temporary and harmless, as the foams are free of harmful chemicals such as formaldehyde, phthalates, and flame retardants, as verified by an independent third-party organization.

 However, if the odor is bothering you, allow your mattress to air out for 24 hours, at which point the odor should subside. Should you have any more concerns, please reach out to our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
How firm is the Emma Hybrid Comfort?

The Emma Hybrid Comfort is considered to be ‘Medium Firm’, a 6 on a 1-10 scale, 1 being the softest. To help you out, imagine sleeping in cloudy comfort where we’re soft enough to feel comfortable and cozy while having that firmness to support your body as if someone was cuddling you to sleep.

Is the Emma Hybrid Comfort vegan?

Yes, the Emma Original Mattress is 100 % vegan and does not contain any animal-based materials.

I have back or neck pain, is the Emma Hybrid Comfort the right mattress for me?

The Hybrid Comfort is constructed with the Climax® Transition Layer with over 100 supportive points and 5 zoned cutouts that contours and adapts to your body for optimal spinal alignment and pressure relief. We understand that needs vary by individuals so we offer 365 days to test the Emma Hybrid Comfort risk-free. That way you can decide if it is best for your situation.

Can I wash my Emma Hybrid Comfort?

You can wash the Cover of your mattress. Simply open the zip along the perimeter of your mattress to remove the cover. Wash the cover while maintaining a temperature below 140°F in the washing machine. You can also wash single stains by hand with gentle washing detergent.

Is the mattress considered a medical device?

No, the Emma Hybrid Comfort is not a medical device.

How long can my Emma Hybrid Comfort stay in the box for?

The Emma Hybrid Comfort shouldn't be left rolled up in the box for more than four weeks after delivery as this may damage your mattress.

Do I need to flip and ventilate it?

No need for the extra hassle! Flipping your Emma Hybrid Comfort is not necessary and the Pillowtop Cover should always remain on top. The mattress is specially engineered with a specific top to bottom layering to give you zero motion transfer, pressure relief and zoned support for years of comfortable night’s sleep. 

How do I return my Emma Hybrid Comfort?

You may return your Emma Hybrid Comfort within 365 nights of receiving your product. When you want to return your Emma Hybrid Comfort, please contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Does the Emma Hybrid Comfort have a warranty?

The Emma Hybrid Comfort has a 10-year-warranty upon receipt. For more information on warranty claims, please visit our Terms and Conditions or contact our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Upholstered Bed Frame

Is the Upholstered Bed Frame non-flammable?

Yes, it is non-flammable. It has also passed the cigarette test, which means that it does not easily catch on fire.

Is the Upholstered Bed Frame vegan?

Yes, the Upholstered Bed Frame is 100 % vegan and does not contain any animal-based materials, nor is tested on animals.

Can I buy it without the headboard? 

Unfortunately, not at the moment. If you decide not to use it, you can always store it. The Upholstered Bed Frame even offers you enough storage space to place it underneath the bed, if you decide not to use it.

Can I use an electric slatted frame?

No. The slats that are delivered with the bed cannot be replaced by an electric slatted frame due to the construction of the bed.

Do you offer different colors?

At present, we offer only the color grey for the Upholstered Bed Frame.

How durable is the Upholstered Bed Frame?

The Upholstered Bed Frame is highly durable and has gone through several durability tests during its development to ensure its quality. It has been tested to be able to withstand up to 500 lbs of force - meaning it can hold up a lot of weight.

Can I place the Upholstered Bed Frame in the middle of the room?

Yes, but we recommend placing the Emma Upholstered Bed Frame against a wall. This will offer you the maximum amount of stability for your bed frame.

How long is the guarantee?

We have a 60 night-trial and 5 years warranty on the product (excluding the screws).

Can the bed be used without a headboard? Can I use my own?

Yes, the Upholstered Bed Frame may be used without a headboard and you may also use your own headboard. After both boxes have arrived, you can decide whether to use the headboard or not. The Upholstered Bed Frame even offers you enough storage to put it underneath the bed, if you decide not to use it. 

Can I use my own slats for the bed frame?

Unfortunately, no. The Emma Upholstered Bed Frame has its own suspension that is uniquely designed with FlexiSlats® that help provide additional pressure-relief for your back and joints and an AirFlow® bed base that helps maximize breathability.

Do I need to use the Emma Original mattress with it, or would another mattress be fine as well?

You can use the bed with any mattress and any topper. To get the best sleep experience, we would of course recommend using an Emma mattress with your Upholstered Bed Frame. If you want to get the Boxspring bed experience, you can add a topper to it too.

How high is the Upholstered Bed frame?

Our Upholstered bedframe has a maximum height of 43 inches (with the headboard) and a bed height of 14 inches without the mattress and 24 inches with the mattress.

What are the dimensions of your Bed Frames?
Size Length Width Height Weight Full 75.20 in 53.94 in 43.30 in 121 lbs Queen 79.92 in 60.24 in 43.30 in 129.8 lbs King 79.92 in 75.98 in 43.30 in 158.4 lbs California King 83.86 in 72.05 in 43.30 in 147.4 lbs
How do I assemble my Upholstered Bed Frame?

Assembling the Upholstered Bed Frame may take 30-45 minutes. We have a manual and a video to guide you on this. Please view the manual for instructions here. For an instructional video, please view here.

How long does it take to dismantle it? 

The Upholstered Bed Frame can be dismantled in less than 15 minutes.

How do I clean my new Upholstered Bed Frame? 

For small stains, wet a clean cloth with a little bit of soap. For bigger stains, you may use stain removers found in your local store.

How will it be delivered?

The Emma Upholstered Bed Frame will be delivered in 2 packages with separate tracking numbers through our logistics carriers (i.e. Bolt Logistics, Canpar). To track your order, please wait for an email that will contain instructions on how to do so using your provided tracking number. Please wait for both packages to arrive before building your Upholstered Bed Frame.

How long does the delivery take?

Please note that 2 packages will be delivered to your home for the Upholstered Bed Frame. Orders from Ontario take approximately 2-4 days while orders from the rest of Canada take approximately 4-8 days.

Should you have any concerns, please contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Can I assemble the Upholstered Bed frame if only one package has arrived?

No. Please wait to have both packages before assembling the Upholstered Bed Frame.

How do I return my Upholstered Bed Frame?

You may return your Upholstered Bed Frame within 60 nights of receiving your product. When you want to return your Emma Upholstered Bedframe, please contact our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Does the Upholstered Bed Frame have a warranty?

Our Upholstered Bed Frame has a 5-year-warranty upon receipt. For more information on warranty claims, please visit our Terms and Conditions or contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Emma Original Adjustable Foam Pillow

What are the certifications of the Emma Original Adjustable Foam Pillow?

The Emma Original Adjustable Foam Pillow is OEKO-Tex® 100 Certified Class 1 (16.0.93305) of OEKO-Tex Standard 100. This certification suggests a high standard and is even suitable for infants/toddlers up to 3 years old. Check more at their website here.

What is the Emma Original Adjustable Foam Pillow made of?

The Emma Original Adjustable Foam Pillow is made of three adjustable foam layers that provides bespoke comfort for any type of sleeper with a removable Plus UltraDry Cover®. The three layers are:

  • Supportive Visco Foam that conforms to your head and neck for more support.
  • Cool AIRGOCELL® Foam which is our softest layer that allows for breathability and cooling.
  • Visco Memory Foam that distributes weight for optimal pressure relief.
What are the dimensions and weight of the Emma Original Adjustable Foam Pillow?

The Emma Original Adjustable Foam Pillow is weighted at 3.3 lbs with dimensions:

  • Length: 27.56 in
  • Width: 15.75 in
  • Height: 4.72 in
Is the Emma Original Adjustable Foam Pillow vegan?

Yes, the Emma Original Adjustable Foam Pillow is vegan. No animals were harmed, used, or tested in the manufacturing of our pillows.

How is the Emma Original Adjustable Foam Pillow able to adjust to my sleep?

The Emma Original Adjustable Foam Pillow is adjustable for any type of sleeper. The three different layers can be interchanged as you see fit. Its Supportive Visco Foam layer conforms to your head and neck so that your head is cradled and well-supported. Its AIRGOCELL® Foam layer is the softest layer which dissipates sweat and distributes heat for cool and breathable comfort. While its Pressure-relieving Viscose Foam has a slightly softer feel but consistent pressure relief for optimal support.

Does the Emma Original Adjustable Foam Pillow stay cool at night?

Yes it does. The Plush UltraDry® breathable cover has a knit design for optimal airflow and our AIRGOCELL® foam cooling technology dissipates sweat and distributes heat so that you keep a cool and comfortable sleep throughout the night.

Is the Emma Original Adjustable Foam Pillow hypoallergenic?

The Emma Original Adjustable Foam Pillow is a breathable and hypoallergenic pillow perfect for sensitive and hot sleepers.

Can I wash my Emma Original Adjustable Foam Pillow?

Yes, but you may only wash the Plush UltraDry® breathable cover of your Emma Original Adjustable Foam Pillow. Just open the zip and remove the foam layers from the cover. For specific information on washing, you may see their individual wash-label details.

How do I return my Emma Original Adjustable Foam Pillow?

You may return your Emma Original Adjustable Foam Pillow within 60 nights of receiving your product. When you want to return your Emma Original Adjustable Foam Pillow, please contact our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Does the Original Foam Pillow have a trial period?

Yes, the Emma Original Adjustable Foam Pillow offers a 60-night trial for your benefit.

Does the pillow have a warranty?

The Emma Original Adjustable Foam Pillow has a warranty period of 3 years upon receipt. For more information on warranty claims, please visit our Terms and Conditions or contact our Customer Care agents from 08:00 to 18:00 GMT-6, Monday-Friday through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

Breathable Mattress Protector

What are the certifications of the Emma Breathable Mattress Protector?

The Emma Breathable Mattress Protector is OEKO-Tex® 100 Certified Class 1 (16.0.93305) of OEKO-Tex Standard 100. This certification suggests a high standard and is even suitable for infants/toddlers up to 3 years old. Check more at their website here.

How does the Emma Breathable Mattress Protector work?

The Breathable Mattress Protector has Tri-Protect™ Action. Its polyurethane layer prevents unwanted liquid from getting into the mattress. It also uses Purotex® technology which reduces allergens (i.e. dust mites, animal hair) by up to 93.7%, and is made with a breathable material. All these keep your mattress well-protected from stains, allergens, and prolongs the useful comfortable life of your mattress.

What advantages do the probiotic features have?

The Emma Breathable Mattress Protector’s hypoallergenic nature contains probiotics using Purotex® Technology that allows for a natural repellant from allergies for your comfort in sleep. In simple terms, it reduces the likelihood for allergens to affect you during sleep.

How do I put the Emma Breathable Mattress Protector on the mattress?

Putting on the Emma Breathable Mattress Protector is quick and easy. It’s adjustable and flexible. You just need to wrap it around your mattress and you’re good to go. For visual instruction, you may view here.

Does my Emma Breathable Mattress Protector go under my sheets?

Yes. The Emma Breathable Mattress Protector goes under your sheets, if any. To sum it up, the order of layers from bottom to top is

  • Emma Original Mattress
  • Emma Firm-to-Soft Reversible Topper
  • Emma Breathable Mattress Protector
  • Mattress Sheets
Why is the Emma Breathable Mattress Protector the perfect addition to my mattress?

With the Emma Breathable Mattress Protector’s Tri-Protect™ Action, it serves as a protective layer for you and your mattress. By preventing unwanted stains and reducing allergens, and ensuring breathability in your mattress, you are able to prolong the life of your Emma Original Mattress while ensuring a safe sleep environment for you and your family.

Will the Breathable Mattress Protector affect my mattress?

No. The Emma Breathable Mattress Protector is made to complement your Emma Original Mattress. With that, you don’t need to worry about your protector interfering with your mattress benefits.

Does the Breathable Mattress Protector sleep hot?

No. The Emma Breathable Mattress protector is made with a breathable material with a woven design that allows for better air circulation so that you can get a cool and comfortable night’s sleep.

Can I wash my Emma Breathable Mattress Protector?

Yes. For specific information on washing, you may see their individual wash-label details.

How often should I wash my protector?

We recommend washing it once every 3 months.

Is the Emma Breathable Mattress Protector waterproof?

Yes, the Emma Breathable Mattress Protector is waterproof. This means that liquid will not get into your Emma Original Mattress as long as the Breathable Mattress Protector is there.

Is the Emma Breathable Mattress Protector completely stain-resistant?

Yes, the Emma Breathable Mattress Protector is completely stain-resistant. Although, colored liquids may still discolor the protective layer (i.e. red wine); however, these stains can still be washed off in the washing machine at a maximum of 40°C.

How do I return my Emma Breathable Mattress Protector?

You may return your Protector within 60 nights of receiving your product. When you want to return your Emma Pillow, please contact our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.
Does the Breathable Mattress Protector have a night trial?

Yes, however, the Breathable Mattress Protector offers a 60-night trial for your benefit.

Does the protector have a warranty?

Our Breathable Mattress Protector has a warranty period of 2 years upon receipt. For more information on warranty claims, please visit our Terms and Conditions or contact our Customer Care agents from 6 AM - 9 PM EST through our available channels:

  • Email: support@emma-sleep.ca 
  • Landline: +1-844-906-3662
  • or speak directly with an agent using our live-chat feature on our website.

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