We Have Answers!
What materials are used in the CloudTen® Masterpiece?
The top layer is 3 inches of 4-pound, premium Cool-Gel infused foam. 2 inches of 4-pound latex is where the Seven Zones of Comfort™ is located. The base layer is 7 inches of 2-pound durable support foam. All materials conform to the CertiPUR-US® Certified Components for Healthy Sleep.
Where is the CloudTen® mattress manufactured?
North American materials assembled in North Carolina by industry craftsmen who take pride in the CloudTen product.
How would you describe the mattress?
It has been thoughtfully designed and engineered for our customers to say, “it’s just right, supremely comfortable with a medium firm feel.”
How can I check the status of my order?
FedEx will send shipping and tracking information so you can always see where your mattress is once en route. We generally ship within 3 to 5 business days from your order.
Will my mattress sag or indent over time?
Our warranty offers protection against this issue. Testing indicates the CloudTen Masterpiece will sag less than .75 inches over the warranty period.
What is the refund process?
A return authorization request cannot be submitted until at least 60 days from receipt of the mattress. You must contact CloudTen for a return authorization label and the name of your intended registered 501(c)(3) charitable organization to which the mattress will be donated.
Will I need to flip it?
No. The mattress is specifically engineered with foam as the top layer and features a solid base for stability, therefore the bed should not be flipped.
When do I receive my refund?
Upon receipt of the return authorization form and verifiable donation receipt, your refund will be issued to the credit card used for the purchase.
What if I am allergic to latex?
We understand many people have this allergy, so we have been very careful to embed the latex layer in the middle of the mattress, under 3 inches of premium Cool-Gel infused foam. The latex layer will not come into contact with the skin.
How safe are the materials in this mattress?
We’re concerned about our health and the environment just as you are. That’s why only CertiPUR-US® and non-toxic materials are used to manufacture our CloudTen® mattresses.
Is there a weight limit to this mattress?
There is a 350-pound recommended weight limit per person.
How do I set up the mattress?
Set up is super simple! Place the mattress where you intend to sleep on it on your bedframe or platform. Unbox and unroll the mattress, carefully removing the two plastic layers used to cover it for shipping. Allow a few hours for the mattress to fully expand, and that’s it. Your new CloudTen Masterpiece is ready for your first night of sleep perfection.
Is there an adjustment or break-in period?
We believe most new things take a little getting used to. That is why we have a minimum 60-day in-home trial period. The normal break-in period should be less than 2 weeks.
What is the warranty?
The CloudTen Masterpiece comes with a 15-year warranty: 10-year full, 5-years pro-rated. The warranty requires that it must be returned stain-free.
How can I buy a mattress without trying it?
We want you to try it in your home with your own comfy sheets, pillows, partner, and whatever else makes you happy to make sure it works for you. Ten minutes laying on a mattress in a store can’t compare to 100 nights in your own bedroom. And if you don’t think it’s the best mattress you’ve ever slept on, we have a money back guarantee.
How long will it take to get my mattress?
Every CloudTen Masterpiece is made to order. That means it is manufactured for you and is not stored in a warehouse. Delivery time is shorter the closer you are to North Carolina. Customers on the West Coast can expect delivery in less than 10 business days. All orders will be shipped via FedEx ground, and you can track the delivery once the FedEx notification is received.
Do I pay sales tax?
Colorado sales are subject to sales tax.
Can I have my order held to be shipped at a later date?
We will ship per your request in accordance with FedEx policies. Customized delivery requests require you to call us and not order online.
Can I order by telephone?
Yes. Customer service is available between
M-F: 9 am - 9 pm EST SAT: 10 am - 6 pm EST
What kind of surface or bed frame does the CloudTen Mattress require?
The CloudTen mattress can be used on any hard, firm surface. This could be a platform, slatted, or adjustable bed frame, the floor or your old box springs. Slatted beds should have no more than 3" between slats.