SUPPORT 2017-11-01T22:59:34+00:00

FREQUENTLY ASKED QUESTIONS

Welcome to Kiss Mattress Support. Our FAQs below should have most of the answers you need. But, feel free to reach out to us at support@kissmattress.com for anything you need.

DIFFERENCE

The Kiss Mattress is a “hybrid” mattress. The Kiss combines a high-performance base foam, with our new float memory foam, and topped off with talalay latex. The breathable latex top combined with our new fast responsive float foam combines pressure relief and support unmatched in the mattress industry. After two years of testing, we found the perfect balance of each of our ingredients and designed the mattress to be as comfortable as possible.

The three main complaints about memory foam are that it lacks support, traps the sleeper in uncomfortable positions, and sleeps hot. Because the top layer of memory foam is not supportive, you sink into the base layer of foam underneath. This causes the memory foam to envelope and trap you into one position making it difficult to turn. It also traps your body heat in there with you – and that makes the night pretty miserable.

The top layer of breathable, supportive latex completely eliminates all three of the disadvantages of memory foam. But we didn’t stop there. We needed a memory foam that would recover faster to be more in-sync with the latex. This goal was achieved with Kiss “float” foam. Why did we name it that? Try it out and you’ll see.

Latex foam is known for being breathable and supportive and the best material for pressure relief in low densities. The only drawback is the high cost of an all latex mattress. The Kiss mattress is 1/3 the price but gives you the feel of a $2500 all latex mattress when combined with our unique Float memory foam.
Call us crazy, but we believe you shouldn’t have to spend a fortune to find a comfortable mattress with high quality components. We streamlined the business model and cut out anything that didn’t contribute directly to you having the Best Night of Your Life. Now you can have an amazing quality mattress at a quarter of the cost.

SHIPPING

Your mattress will be built and shipped within 2 working days from order placement. We ship UPS ground and transit time depends on where you live, but is usually between 5-7 days.
We ship UPS Ground from our three facilities, Southern, CA, Phoenix, and Georgia. Here are some estimated transit times based on UPS service maps:

1-2 business days to California and the southwestern states
3-4 business days to the Pacific Northwest, the central states and the Midwest
4-6 business days to New England and other East Coast locations
6-7 business days to Hawaii and Alaska locations

While we’re unable to schedule specific dates or times for delivery, we’d love to help with custom delivery instructions as best as we can. Just let us know after you place your order, and we will work with UPS to try to arrange this once your mattress has.
Unfortunately, we cannot ship to Canada.
We are not currently shipping internationally. Drop us a note via email or follow our social media profiles, and we’d be happy to let you know when we do.
Send us an email right away and we will work with UPS to track down your package. In the case that the carrier misplaced or delivered your package to the wrong address, it may take up to 2 business days for them to complete their investigation with the driver.

We will continue to work with UPS to get you your mattress as soon as possible.

We do not update the order status until your mattress has shipped. Once your mattress has shipped you will receive an email with the shipping details. If more than a week has passed, please send us an email at support@kissmattress.com or let us know by phone at (877) 266-0800 so we can further assist.
You can view all of the shipping info on our Buy Now page. Check it out here.
Due to increased shipping costs, we can only ship within the continental US. This does not include Alaska and Hawaii.
The size of the shipping box varies depending on the size of the mattress. Our mattress will ship in these size boxes:

Twin: 58″ x 15.5″ x 15.5″
XL: 58″ x 16″ x 16″
Full: 58″ x 16″ x 16″
Queen: 58″ x 16″ x 16″
King: 58″ x 19″ x 19″
Cal King: 58″ x 19″ x 19″

We ship our Kiss mattress via UPS Ground so we’re unable to expedite the shipping or offer expedited shipping options. You can check out estimate transit times to your location after your mattress ships here. Send us a message. Call Us At: 877-266-0800

RETURNS

If you decide that the Kiss Mattress is not for you, then just let us know so we can send you information on which charities in your area are approved to donate your mattress to. Once your mattress is donated, mail us  the original donation receipt and the mattress tags and we’ll process your refund in full. Send the donation receipt and mattress tag to 904 N Scottsdale Rd, Tempe AZ 85281. We’re experts at finding donation locations. If you’re unsure of where to donate or need help, just let us know by phone, or email support@kissmattress.com; we’d be happy to help! NOTE: If you recently received your mattress, we recommend allowing 1-2 weeks of use before initiating your return. It can take a little bit of time for your mattress to break in, and for you to become acclimated to it.
We recommend keeping the plastic to make donations or recycling easier. Instead of shipping it back to us, we work together to donate the mattress to a nearby charity. Get a list from us of approved local charities, then send the original donation receipt and the mattress tags to us in the mail to 904 N Scottsdale Rd, Tempe AZ 85281 and we’ll process your full refund.
Once we receive your proof of donation, our system processes the refund within 24 to 72 hours. If you do not see it back in your account within 3-5 business days, contact your bank or financial institution for further information.
So you’re a softie, eh? Well you’re in luck. We offer a pillow-top layer you can put on top of the mattress that makes it even softer! Just contact us via email (support@kissmattress.com) or telephone (1-877-266-0800).

WARRANTY

Kiss Mattress warranties any damages in the cover due to defects in materials and workmanship when used normally for a period of 10 years from the date of original purchase. However, should your cover become soiled a replacement cover can be purchased. Shoot us an email or give us a call if you have any concerns.
This is unlikely to happen for at least 7-10 years. We consider increased softness such as body impressions or permanent indentations to fall under our 10 year warranty. If you observe a visible indentation greater than 1 3⁄4 of an inch (about the length of your thumb, from tip to knuckle) please let our team know so that we can help you replace the mattress.
Warranties that are more than 10 years are generally prorated, which means for every year you own it, you would receive less and less credit. The reality is, other companies make it extremely difficult to prove damage and redeem the warranty. Kiss Mattress warranty is backed by a company in business for 39 years and we help honor our customers loyalty by acting in good faith. That means transparency, honesty, and accuracy in our pricing, and in our warranties. Send us some photographs, we’ll help diagnose the issue, and we’d be happy to send a replacement per our warranty.
Your Kiss Mattress is covered by warranty for 10 years against defects.. If you discover a defect in your Kiss Mattress, just email us support@kissmattress.com or give us a call at (877)266-0800 to let us know what’s going on, and we’ll go from there. A couple pictures may help illustrate your concern, so please include those when possible.
We believe that you have to spend more than a few minutes on a mattress to know if it’s right for you. That’s why we offer the 100 night sleep trial. If you don’t like it, we’ll take it back with no questions asked (though feedback is always appreciated).
Our sleep trial is 100 nights because it takes time for your body to get used to a new mattress. We want you to have plenty of time with the mattress to decide. Also, we aren’t like my old algebra teacher Mrs. Turnbuckle. We don’t care if you are a couple days late with your return; it’s really not a huge deal. We begin counting 100 days based on when your mattress was delivered to you, not when you purchase it online.

CARE

You can, but you should always use sheets (and ideally a protector too). You’ll get the most out of your Kiss mattress by washing or changing your sheets weekly.
With all mattresses, there is a chance of mildew when it lacks airflow, especially over an organic (e.g. cotton rug, plywood) or moist surface. If you live in a humid climate, we recommend that you use a bed frame that lifts the mattress off the ground.
You won’t need to air the mattress.
No need to flip your Kiss Mattress. The mattress has been designed to have a specific top and bottom, and you keep the zipper side down.
Don’t machine wash or dry the mattress cover; it may shrink. Instead, unzip and remove the cover and spot clean with a mild detergent – gently dabbing the cover rather than rubbing it. Make sure the cleaned area is 100% dry before replacing the cover or placing sheets and blankets back on the mattress. Should you wish to replace your cover, you may purchase a replacement cover at reduced cost. Email us. We are eager to help you.

ABOUT THE KISS MATTRESS

When first unpacking any compressed mattress there might be a slight odor, but don’t worry. It will be gone soon. Initially, we suggest letting the mattress air out by removing any sheets or mattress protector that cover it. You can leave our fabric cover on. The smell comes from the freshly new foam being packaged during transit and not from any harmful chemicals. Your Kiss mattress is Certipur Certified, and ready to sleep on the first night you receive it.
It’s a common question and we shouldn’t feel awkward in asking. The Kiss mattress is a great sleeping surface as well as everything else you can do during the Best Night Of Your Life.
The foam we designed currently has a density of 2 lbs for our base 4 lbs for the float memory foam later and 20 ILD in the Talalay latex layer. When shopping for a foam mattress, be sure to look for higher density foam. We recommend something above 1.8 lbs. Additionally, when looking for memory foam you’ll want something even denser like 4+ lbs.
Our base core foam is 2 lbs density and has been tested to be safe by CertiPur standards and is long-lasting because of its density.
It is a high quality rayon and polyester performance fabric.
Our fire barrier is essentially a fabric blend. It’s mostly rayon, blended with small amounts of polyester and silica. When it’s blended like that, it’s inherently flame retardant. This fabric blend fits on the mattress like a sock, underneath the cover, and there are no chemical flame retardants in our foam. Our fire barrier is TB 117 compliant.
Unfortunately, we are not able to provide samples of our mattress. Our foams have been tested by CertiPUR-US for off-gassing, formaldehyde, and a host of other toxins. Feel free to read more about that here: http://certipur.us/pages/
Our product team designed our mattress to fit the most people with the most comfort, by first providing proper support. We then addressed relieving pressure points by blending in just the right thickness of latex and “float” memory foam. A common reaction from customers is, “it feels like a $3,000 all latex bed”.
Our mattress is designed to be plush on top while remaining supportive. On a scale from cotton ball to solid rock, we’d say we’re somewhere around perfect. We’ve designed our foam to work with those who like soft mattresses, as well as those who like firm, so we encourage everyone to give us a try regardless of your preference. If you’re not 100% satisfied, you can always get a full refund and help a good cause. What’s that you say? Check out our return policy!
Our mattress is designed with traditional square edges and corners and finishes 10″ in height. Our smooth white stretch cover allows your body to reap the contouring benefits of latex. Check out the Buy Now page to see photos from all sides of the mattress.
The KISS Mattress is 10 inches thick and matches the following standard mattress dimensions.

Twin: 38″ x 75″ x 10″
TwinXL: 38″ x 80″ x 10″
Full: 53″ x 75″ x 10″
Queen: 60″ x 80″ x 10″
King: 76″ x 80″ x 10″
Cal-King: 72″ x 84″ x 10″

ACCESSORIES

Kiss mattresses are designed to be compatible with most options such as a slatted frame, platform frame, box spring, hardwood floor or synthetic carpeted floor.
Platform Bed Frame – Platform bed frames come in a variety of styles, and they either feature horizontal slats (think planks, usually wooden) or a solid platform for the mattress to rest on.

Slatted Bed Frame – A slatted bed frame is another way of saying platform frame and gets its name from the characteristic horizontal slats that support the mattress.

Slats – Slats are the planks that are usually placed horizontally on a slatted or platform frame. Their purpose is to support the mattress and their function is analogous to that of a box spring.

Metal Bed Frame – Sometimes called a Hollywood bed frame, the metal frame is a traditional bed frame that supports a box spring + mattress.

Box Spring – Traditionally featuring a wooden frame and springs, most modern box springs are, in fact, slatted or solid foundations. Their purpose is to provide even support under the mattress, and they work with either a metal bed frame or a platform bed.

Solid Foundation – A solid foundation provides the support of a platform frame or slats, though it looks very much like a box spring and is used the same way: metal frame + solid foundation + mattress. Most modern box springs are solid or slatted foundations.

Standard bed sheets will fit your Kiss Mattress. We have found that when the fitted sheet has very strong elastic sewn all the way around, they fit nicely. Here are a couple we like:

Northern Nights for the Home
Restoration Hardware
Other brands and stores we’ve had good experiences with include Eddie Bauer, TJMaxx, Target, or Ikea

We have been in the mattress business for 39 years and the one thing that annoys us more than anything is the constant “phony sales” that are advertised to create urgency and prod the consumer to buy “now”. This industry is already full of discount programs that deceptively inflate prices and trick people into thinking they are getting a deal. We believe that everyone should get the same price—The absolute lowest.
Twin – Best for average height adults and children. This size typically fits trundle and bunk beds.

Twin XL – Recommended for taller youth and adults. This size is commonly seen in college dorms. Two Twin-XL side by side will equal a King size.

Full – A spacious, comfortable sleeping space for a single adult, but a tight sleeping space for two.

Queen – The most popular size for two sleepers.

King – The most space available width-wise. Great for two sleepers that like to spread out, or for sleeping with kids or pets.

California King – The most space available length-wise. Great for two sleepers, or for sleeping with kids or pets.

Because our mattress cover is not water resistant, we suggest using a mattress protector to extend your mattress’ life by protecting it from spills, dirt, or allergens.
There are three basic types of mattress protective covers: encasement, fitted-sheet and pad. The encasement protector completely covers the entire mattress. The sheet style protector fits your mattress like a fitted sheet. Both styles of protector are popular with people who suffer from allergies. Mattress pads are the most minimal and typically have elastic straps at the corners to secure it to the mattress. We offer all three types of protectors/pads here at Kiss Mattress
The short answer is no. We like platform or slatted frames because they have a great aesthetic. It isn’t necessary to purchase a box spring if you don’t already have one, but you can use one if you’d like to.
The Kiss Mattress cannot be folded in half. The foam is too thick to fold properly and it can potentially damage the foam.
The Kiss mattress will support up to 500 lbs per person, for a total of 1000 lbs on a two sleeper mattress. Weight per sleeper over 300 lbs will shorten the useful life of the mattress.
Position your mattress on top of your bed frame, and carefully cut the outside layer plastic off your mattress using scissors. There are a few layers of plastic, but you’ll know when you start to get to the end.

Roll the mattress out, then cut off the remaining plastic and watch it expand. Let it expand 2-3 hours and your mattress will be ready for sleep.

Check them out here! We promise they’re all genuine reviews by actual satisfied customers!
Our showroom is at 904 N Scottsdale Rd. Tempe, Arizona, just 2 miles from Arizona State University. Showroom is opened Monday thru Saturday 10AM to 6PM. But you can buy online and have it delivered anywhere in the country, and try it out for a full 100 days! It would be a little weird if you spent that much time in the showroom…
The Kiss mattress is a perfect fit with any adjustable bed. Our customers have given us great feedback regarding adjustable bed frames with the Kiss mattress.
Yes, you can use our KISS mattress with a heating pad. If you find that a particular heating pad works really well for you, we’d love it if you let us know so we can suggest it to our other customers!
As soon as your Kiss mattress arrives, we suggest you schedule a Salvation Army pickup using: http://satruck.org or work with your local Saint Vincent de Paul Society. We’ve also worked with local churches and homeless shelters to pick up the old mattresses. Please call or e-mail us if you need some donation location suggestions and we’d be happy to help.
We don’t recommend stacking the Kiss mattress on top of another mattress. Not only is it unsafe, but we designed this bad boy to work on a firm foundation like a floor, slatted frame, or boxspring. Anything different would, well it would mess up the calculations that Kevin, our mattress guru, spent a lot of time on! And that would break Kevin’s heart. Don’t break Kevin’s heart.
We’re currently unable to offer any custom sizes, but stay connected because that may change in the future.
Our mattress is tested by CertiPur, a 3rd party foam certifier, to be free from known harmful chemicals and gasses. More specifically, our mattress is tested to be free from ozone depleters, PBDE flame retardants, heavy metals, formaldehyde, phthalates, and low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million). For more information, check out CertiPur’s website here.