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Frequently Asked Questions.
Our Sleep Specialists are on call and ready to help. Take a look at our FAQ's, email or call us with questions or concerns, or, since this goes both ways, send over some feedback. We've got you covered.
Product
  • What materials are used in my Helix Mattress?
    Each Helix Mattress is made specifically for you and designed with 3 different components all wrapped in a cover that is custom designed for breathability, comfort, and to give your mattress a sleek aesthetic. The components are Helix Dynamic Foam, Pocketed Microcoils, and High-Grade Polyfoam.

    Helix Dynamic Foam is not memory foam and not latex, but something right in the middle. It's a supremely contouring, reactively comfortable, and uniquely cooling proprietary premium foam.

    Pocketed Microcoils are miniature coils that allow for effective weight distribution, pressure relief, and spring.

    And finally, High-Grade Polyfoam has a wide range of densities, and allows for durability in the base layers and varying firmness in the comfort layers.
  • What are the different mattress sizes and dimensions?
    The mattress sizes we offer and their corresponding dimensions are below. Please note that, due to the handmade nature of our product, mattress dimensions can vary by up to 1” on any given side.

    King: 76" x 80"
    California King: 72" x 84"
    Queen: 60" x 80"
    Full: 54" x 75"
    Twin XL: 39" x 80"
    Twin: 39" x 75"

    All of our mattresses are 10” high.
  • What will my Helix Mattress feel like?
    Each Helix Mattress is designed to provide the feel you desire--whether firm, plush or somewhere in-between--while also ensuring your body has the optimal level of support it needs to keep your spine in alignment.
  • Should I ever flip my Helix Mattress over?
    We do not recommend flipping the mattress, as your personalized construction is built on top of a supportive base layer. The blue fabric should always be the bottom part of the mattress, with the white fabric being the top. The order of the layers in your Helix Mattress is critical to maintaining the integrity of your individual design.
  • Will my Helix Mattress get body impressions or sag over time?
    We chose top quality materials in all of our designs for just this reason. Proprietary Helix Dynamic Foam, steel-forged Pocketed Microcoils and High-Grade Polyfoam work together to provide a resilient, durable product that is built to last, preventing permanent sags or impressions from developing for a very long time.
  • Should I ever rotate my Helix Mattress?
    Because our mattress is built to last, you do not need to rotate the mattress. However, you are welcome to if you’d like! For those with a Dual Comfort mattress, just keep in mind that rotating the mattress will swap the side of the bed that you and your partner sleep on.
  • I’m allergic to latex. Is that a problem?
    Nope! You're in luck. We don't use Latex in any of our products.
  • Do you make custom sizes?
    At this time we are unable to accommodate special requests for custom sizes.
  • Does my Helix Mattress have a weight limit?
    We are currently in the process of performing additional testing on our mattress to determine the exact weight maximums for our different constructions. However, we feel confident that our mattress can support up to 500lbs of combined weight, and up to 350lbs for individual sleepers.
  • Does my Helix Mattress have an odor, or an off-gassing period?
    We use high-grade materials that have little to no odor or chemical off-gassing. Our Helix Dynamic Foam and our High-Grade Polyurethane Foam is certified by the CertiPUR-US® program. It does not contain any harmful chemicals, heavy metals, or high impact of air quality. There is no need to air out your mattress overnight. Any faint odors or smells will dissipate within a few hours.
  • What is Helix Dynamic Foam?
    Helix Dynamic Foam isn’t memory foam (too hot) and isn’t latex (the whole allergy thing) but in that sweet spot right in the middle. With the best of both materials, and none of the downsides, Helix Dynamic Foam is a supremely contouring, reactively comfortable, and uniquely cooling proprietary premium foam.
Technology
  • How does the personalization work?
    We’ve worked alongside some of the world’s leading researchers on sleep ergonomics and biomechanics to develop our cutting-edge personalization technology. We use your Sleep Quiz answers to determine your biological needs in terms of support, pressure relief, and temperature. We then combine that data with your preferences and then run that model through our set of proprietary algorithms to produce the optimal mattress design for you.
  • Is there an adjustment, or break-in, period?
    You will likely experience an adjustment or break-in period with our mattress. This is because most people are not sleeping on a mattress that has been suited for their sleeping needs and preferences, and your body will need time to align to a new sleep system. Also, just like a new pair of shoes, the materials in the mattress need to be physically broken in, so it might feel more stiff than you’d expect in the first few weeks of ownership. We recommend that you give your new Helix Mattress up to 30 days to experience the full effect.
Purchase
  • How can I buy a mattress without trying it?
    We’re changing the mattress shopping experience for the better. Allow us to take your sleeping needs & preferences into account, and we’ll build a mattress design that will suit you best. Then, we'll conveniently ship your personalized mattress directly to your door. We’ve been the customer, so we understand that buying a mattress isn’t easy. That’s why we offer our 100 Night Sleep Trial to ensure that you really get to sleep on it before you commit. We want you to absolutely love your Helix Mattress. If for any reason you don’t, returns are simple and hassle-free!
  • Do I need to pay sales tax?
    Sales tax is applied to orders being shipped to New York and California. Additionally, Canadian orders will incur a customs tax that is applied during checkout. Individual postal code rates may apply.
  • What if I couldn't apply my discount or referral code to my purchase?
    Discount or referral codes can be applied retroactively so long as you bring this to our attention within 48 hours after placing your order. Simply send an email to help@helixsleep.com that includes your Order Confirmation number and the discount/referral code you'd like to use. Please note that no discount code can be applied to orders paid for via Affirm financing. No more than one discount or referral code can be applied at a time.
  • Do you offer financing options?
    We’ve partnered with Affirm to offer customers flexibility in their payment choices. To take advantage of financing options, select "Pay With Affirm" at checkout, follow the prompts, and enter some basic information for an instant loan decision. Affirm loans vary depending on eligibility, ranging from zero APR to 30% APR simple interest. Please keep in mind that you cannot apply discount codes or promotions to your order if you choose to pay with a financing plan.
  • How do you keep your prices affordable?
    Our approach is to make your mattress buying experience simple, convenient and affordable. We've optimized our designs to give you a great night’s sleep. In the process, we've left out all of the unnecessary whatsits, doodads, whatchamacallits, and thingamajigs that do nothing but increase prices. In addition, we ship directly from the factory to your doorstep, cutting out the middlemen and the inefficiency. We’re passing those savings along to you.
Foundations
  • Can I use a box spring?
    Conventional box springs do not meet our requirements for supporting your Helix Mattress because of the space between the slats. If you’d like to use a box spring, be sure it’s designed specifically for foam/hybrid mattresses. Or, if you’d like to use your existing box spring, we recommend putting a sheet of plywood or a “bunkie board” on top of the box spring to provide the mattress with the support it needs. We’re happy to provide recommendations if you email us at help@helixsleep.com!
  • What foundation do you recommend?
    Our mattresses work on many different surfaces: slats, platform beds, a foam-friendly box spring, or even the floor. Just be certain that there are no gaps wider than 4” between the supporting beams/slats of your foundation. In addition, any slats or supporting beams in direct contact with the mattress should be perfectly flat rather than curved or bowed. And if you’re going with the floor as your foundation, just make sure not to use on natural surfaces and occasionally air out the bottom of the mattress, especially in more humid climates where mildew and mold are more common. lf you need further guidance, feel free to email help@helixsleep.com for recommendations.
  • Can I use an adjustable base?
    You sure can! The foams in our bed are durable yet flexible, and the microcoils should not be affected by shifting the head or feet of the base. All-in-all, the bed will bend to incline or recline as needed without damaging the mattress. If your base has two settings (i.e. left and right sides move separately), we are only setup to accommodate a King size platform. In this situation, you should purchase two Twin XL mattresses to fit each side.
Shipping
  • How is my Helix Mattress shipped?
    Your Helix Mattress is gently compressed, rolled, and put in a box that’s about the size of a bag of golf clubs for easy shipping! Packaging dimensions are 16” x 16” x 48”, and we ship via UPS Ground direct from the manufacturing plant to your door.
  • What are the shipping costs?
    We provide free shipping to all US orders! All Canadian orders will incur a shipping fee of C$150, as well as a Customs Tax. These additional fees are applied during checkout.
  • How long will it take for my order to arrive?
    Every mattress is personalized and made-to-order. From the time you place your order, it takes between 4-8 business days for your Helix Mattress to arrive to your home. Please note that business days do not include weekends or public holidays.
  • How much does my Helix Mattress weigh?
    Based on the construction of each mattress, the weight can vary within the following ranges: King (90-100 lbs), CA King (90-100 lbs), Queen (80-90 lbs), Full (70-80 lbs), Twin XL (40-50 lbs), Twin (40-50 lbs).
  • Where is my Helix Mattress manufactured?
    Your Helix Mattress is made in the USA! We produce and ship directly out of our manufacturing facilities across the US.
  • Where do you ship?
    We ship to all 50 states within the United States as well as to all regions of Canada.
  • Can I change my shipping address?
    If you need to change your shipping address, email help@helixsleep.com or call (888) 330-0781 as soon as possible. Once a package has been shipped, you should use the premium UPS My Choice services to update your shipping information and/or redirect a package to a new address.
  • Do I need to be home to receive the package?
    All of our packages are sent via UPS Ground without the need for signature confirmation. However, your UPS driver reserves the right to hold the package until a signature is obtained in the event they are not confident that they can release your package safely.
  • Can I request a specific delivery date?
    Since our beds are made-to-order, we cannot provide exact shipment details until the package has been shipped. If you have specific delivery needs, we recommend registering for UPS MyChoice (www.ups.com/mychoice), a service that gives you control over your delivery arrival dates. You can reschedule delivery times, set notifications, and even see 4-hour delivery windows. Precise delivery windows down to 2 hours require an upgraded account with UPS MyChoice, an optional upgrade that is set up and paid for by the receiver.
  • How do I check my order status?
    You can check the status of your order by visiting the “My Orders” page on our website. Using your email address and order confirmation number, log in to review your order details. If your order has shipped, the tracking information will be updated accordingly. You will also receive a shipping confirmation email once an order ships. If you have not yet received a tracking number, or if you believe you should have received a confirmation and haven’t yet, email help@helixsleep.com and we’ll look into it for you.
  • Do you ship internationally?
    We currently ship to all of the US and Canada. As we grow, so will our reach. Stay tuned!
  • Can you ship to a PO Box/APO/FPO address?
    At this time, we are unable to provide shipping to any of these types of address per regulations with UPS.
  • Do you deliver on the weekends?
    Unfortunately, UPS does not deliver on weekends. If you have specific delivery needs, we recommend you sign up for UPS MyChoice (www.ups.com/mychoice), a free service that gives you control over your deliveries. You can reschedule delivery times, set notifications, and even see 4-hour delivery windows.
Returns
  • How does the 100 Night Sleep Trial work?
    The 100 Night Sleep Trial is our guarantee that comes along with your Helix Mattress purchase. From the day your new mattress arrives, you'll have up to 100 nights to feel the effects of a perfect fit. If, for any reason, you are unhappy with the mattress, you can return it for a full refund within the trial period.
  • Can I exchange my Helix Mattress?
    At this time, we offer exchanges for size changes, but not for design or configuration changes. For instance, if you love your Helix Mattress but ordered the wrong size, or simply want to upgrade to something bigger, contact us at help@helixsleep.com or (888) 330-0781 and a Sleep Specialist will guide you through the process!
  • What happens to returned mattresses?
    We do our best to donate lightly used mattresses to charities and housing facilities. When we’re unable to do so due to relevant laws or the state of the mattress, we enlist our removal partner to recycle the mattress and its materials responsibly.
  • When will I receive my refund?
    Once a refund has been issued, it takes 5-7 business days for the credit to be reflected back onto your original form of payment.
  • What's the return policy and how do I initiate a return?
    The 100 Night Sleep Trial allows you to return your mattress for a full refund if it’s not a fit for you. Be sure to request your return within those 100 nights, and we'll arrange for your mattress to be removed by one of our removal partners. Once removed, we'll issue a full refund. The return timeline can vary dependent on your geography and what local services are available. To initiate a return, email help@helixsleep.com. The subject line of the email should read “Return Request - [Your Order #]”. In the body of the email, include the full name on the order and a description of what’s prompting your return. Within 1-2 business days, our Customer Experience team will respond with next steps to set up a removal date. We never resell or restock returned mattresses. In fact, we do our best to donate returned mattress locally. If we cannot donate it due to relevant laws or the state of the mattress, we'll have a trusted recycling partner remove it from your home.
Setup
  • How long can I keep my Helix Mattress in the box?
    We recommend that you do not keep your Helix Mattress in its original packaging for more than 2 weeks after receiving your mattress. Spending too much time in the packaging can affect the resilience of the mattress, preventing it from re-gaining its full shape. It’s important to note that your 100 Night Sleep Trial begins on the day of arrival, so you won’t want to keep it boxed up for too long!
  • Tell me more about how to setup my Helix Mattress.
    Setup instructions are included in your shipping confirmation email, as well as inside the packaging when the mattress arrives. Once it arrives, simply remove the mattress from the box and set it on your foundation while it’s still encased in plastic. Then, remove the mattress from its plastic wrapping, give it 45 minutes to an hour to regain its shape, and you’re done! The blue fabric side should always be located towards the bottom of the mattress, while the white fabric should face upwards. The embroidered Helix logo indicates the foot of the bed.
  • Is the packaging recyclable?
    All of our packaging materials are recyclable—including the box. Simply break it down and recycle it in the appropriate bins. Feeling creative? Show off your skills. We’ve seen customers make our packaging into rocket ships, bedside tables, even pet mansions. Share your creation and inspire others! Tag us in your photos @helixsleep #napcity
Safety
  • How safe are the materials in my Helix Mattress?
    The High-Grade Polyurethane Foam and Proprietary Helix Dynamic Foam used in our products are certified to be safe for both you and the environment. Our High-Grade Polyurethane Foams and our Helix Dynamic Foam are certified by the CertiPUR-US® program, which guarantees that they are made without any harmful chemicals including ozone depleters, PBDE flame retardants, mercury, lead, heavy metals, formaldehyde, and have extremely low impact on indoor air quality.
  • What safety tests have you done on my Helix Mattress?
    We’ve ensured that your Helix Mattress meets all of the strict safety regulations set forth by the US Federal Government. According to regulations 16 CFR Part 1633 and 16 CFR Part 1632, all mattresses sold in the US must pass an open flame test to evaluate how fire reacts to the bed and its components. Each of our beds contains a fire retardant barrier to comply with regulations. This material, otherwise known as an FR sock, is a fabric that encases our materials. The FR sock contains silica, which smothers and subdues a potential fire from spreading.
  • What is the warranty?
    Every Helix Sleep mattress comes with a 10 year warranty, protecting the customer from any defects in the materials or workmanship of the product that develop from normal and reasonable use. For additional details on our warranty, visit www.helixsleep.com/warranty. Please let us know if you think you need to claim your warranty.
Life With Helix
  • I love my Helix Mattress! How can I spread the word?
    We’re happy to hear that! Take part in our referral program at www.helixsleep.com/referral. Simply spread the good word about our mattress with friends; they can enjoy a $50 discount on their Helix purchase, and you’ll get a $50 Amazon gift card code for each referral who makes a purchase. Please note that Amazon gift codes are sent exactly 30 days after the referee’s order has been placed. We’d also love for you to spread the word on social media. Make sure to tag @Helixsleep so we can see how your Helix is making a difference in your life!
  • Do I need anything else with my Helix Mattress?
    Add your favorite sheets, blanket, and pillow for the perfect night's sleep. We always recommend using a mattress protector to prevent stains, preserve your mattress over time, and protect against dust if you have allergies.
  • Can I clean my Helix Mattress cover?
    Your Helix Mattress has a cover that can be removed, but we strongly recommend that you do not remove it. You can protect it from rips, tears, and stains by using a mattress protector. Do not machine wash or dry, bleach, or dry clean the cover. You can spot clean as needed with gentle soap and cold water. Make sure to air dry completely before putting on fresh sheets!
  • Do you have any favorite sheets, pillows, or mattress protectors?
    Your Helix Mattress needs whatever makes you feel comfortable! But we’re happy to share some of our favorites with you!

    For sheets: Standard sizes will fit your Helix mattress. However, it is recommended that the fitted pocket depth be 1-3” deeper than the depth of the mattress. If you will be using a mattress pad, topper or featherbed, be sure to factor in the height of those additional items. We recommend our friends at Brooklinen (for sheets as well as duvets and comforters). Brooklinen is built to deliver simple, beautiful home essentials at a fair price, including a 60 night risk free trial.

    For pillows: We recommend Pacific Coast. Around since 1884, Pacific Coast has been blending European old-world craftsmanship with modern innovations to bring their customer the fluffiest, longest lasting feather pillows. Worry-free shopping with a 30 night comfort guarantee. Available to purchase on Amazon.

    For mattress protectors: We love Luna (via Amazon). Engineered and fully produced in the USA, their mission and promise to customers is to provide the best mattress cover on the planet -- one that is safe, provides real health benefits, and full protection for the mattress. Their exemplary quality assurance practices provide their clients with quality, worry-free products that are naturally hypoallergenic as well as phthalate, vinyl, and PVC free.
  • I have additional questions.
    Call us at (888) 330-0781, live chat us on our website, or email info@helixsleep.com to reach our Customer Experience team. We're available Monday through Friday between 9:00 AM - 8:00 PM EST, and Saturdays & Sundays between 10:00 AM - 6:00 PM EST.
Helix Sleep Quiz
In order to build your very own customized Helix Mattress, we need to learn a little bit more about you. It usually only takes a few minutes, and all of your answers will be kept confidential.
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