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Frequently Asked Questions

Top Questions

Tell me more about the Level Sleep mattress

Level Sleep is a TriSupport foam mattress that uses a unique three-in-one surface to relieve pain and support better quality sleep. Instead of a flat mattress surface, the TriSupport foam topper is made to fit the curves of the human body. It is raised to meet the curve of your spine instead of making your body do all of the work. With a combination of soft, medium, and firm foams on top and a high-resilience foam base on the bottom, Level Sleep create the perfect combination of comfort and support during sleep keeping you cradled but lifted at the same time.

Level Sleep is science-based and we do our homework in order to bring you a better night of sleep. We commissioned an IRB-approved, single-blind sleep trial, designed by Clete Kushida, M.D., PhD., in which study participants tested their current mattress against Level Sleep. The results confirmed that the TriSupport concept was doing what it was meant to—participants fell asleep more quickly, woke up with less pain and stiffness, and reported significantly more energy and sleep satisfaction on the Level Sleep mattress. Learn more about our studies and mattress design here.


What materials do you use in your mattress?

Level Sleep is made of high-quality polyurethane foam built for incredible performance. The barrier layer is made of rayon mixed with polyester and silica wrapped around foam. This fits around the foam snugly like a sock.


Do Level Sleep Products smell or off-gas?

It is possible that you may smell an odor for a few hours of a few days after unboxing your Level Sleep mattress, and this is perfectly natural. The good news is that this smell is not due to any harmful chemicals but rather, it is because the foam the makes up a Level Sleep mattress is new and packaged in plastic for shipping.

You can rest-assured that the Level Sleep mattress has been thoroughly tested and found to have low Volatile Organic Compound (VOC) emissions for indoor quality (less than 0.5 parts per million).


How safe are the materials you use? Are they non-toxic?

Level Sleep mattresses, toppers, and pillows are free of PBDE flame retardants, ozone depleters, heavy metals, formaldehyde, and phthalates. They also have a low VOC, as mentioned above. Additionally, Level Sleep’s manufacture has been tested by CertiPur-US, which is a non-profit third party certification body. Learned more about CertiPur seals here.


Does the Level Sleep’s TriSupport work effectively if my spouse and I are very different sizes?

Because Level Sleep’s TriSupport system is meant to fit the human body, the topper works best for those between 4’2” and 7’ in height. As long as both of you fit between these sizes, Level Sleep should work well for you both.


What is the 365 night sleep trial?

While most online mattress companies offer 100 nights to test out their beds, we understand that you need more time to really know if it is a good fit. That’s why you’re able to test Level Sleep for an entire year before fully committing. Test out Level Sleep in every single season at absolutely no risk. If you decide that it’s not what you’re looking for, we’ll come pick it up from you for no additional charge. It’s that simple, really.


What setup do you recommend for the Level Sleep?

Level Sleep works best on a base or bed frame. This allows for optimal airflow to maintain cool temperatures, easier cleaning, and optional storage below your bed. Take a look at the Full Quick Start Guide here.


When can I expect to receive my Level Sleep mattress?

Once you choose Level Sleep, the process moves quickly. Level Sleep ships by FedEx ground and you can expect it to arrive within 1-5 days from the purchase date. If you choose the optional White Glove Delivery Service for an additional cost at checkout, you can also expect your Level Sleep mattress within 1-5 days. Within 1-3 days of your initial purchase, our White Glove Delivery team will give you a call to set up a delivery time and day that works best for you.


How does Level Sleep feel?

Level Sleep is designed with your ultimate comfort in mind. Oftentimes foam mattresses feel like you’re sinking into a marshmallow, but with Level Sleep this is not the case. We’ve carefully constructed the Level Sleep mattress to give you an initial plush, soft, cushioning feel that relieves pressure points in your body, but also gives you the perfect amount of lift and support from the dense bottom layer.


What is the Forever Warranty?

It’s exactly as good as it sounds; it’s a warranty that lasts forever. For as long as you own your Level Sleep mattress, the quality of construction, materials, and durability is guaranteed. Buying a new mattress is a long term commitment, so why settle for a warranty that lasts anything less than forever?


How do I return my Level Sleep mattress?

Returns don’t happen very often but they are simple to do if need be. Contact Level Sleep’s support staff via email, phone, or web chat in order to set up a time and date that works for you to come and pick up the mattress. Level Sleep will do all of the heavy lifting, all at no additional cost to you.


General

What exactly is a Level Sleep mattress?

Level Sleep is the inventor of the TriSupport® Mattress, which is unique in its zones of differential support that are specifically designed to fit the natural curves of the body. This is great news for back and side sleepers specifically because the lumbar support zone is crafted to keep the spine comfortably neutral, relieving points of pressure.

In an IRB-approved, single-blind sleep trial, participants tested their current mattress against Level Sleep and the results were positively in favor of the TriSupport. Study participants fell asleep faster, woke up with less pain and joint stiffness, and reported more overall sleep satisfaction with the Level Sleep mattress.


What is the 365 night sleep trial?

The 365 night sleep trial is exactly as good as it sounds. You can test out the Level Sleep mattress at zero risk for an entire year. If at any point within 365 nights you decide that it’s not for you, you can return it for a full refund, including free shipping on the return.


What setup is recommended for the Level Sleep mattress?

The Level Sleep mattress is able to fit most bed frames, box springs, and bases, and we definitely recommend using something to keep Level Sleep up and off of the ground to allow for maximum breathability and airflow, making it more comfortable to sleep on throughout the night. Keeping your Level Sleep mattress lifted off of the ground will also help when it comes time to clean.


Do you offer financing?

Yes, we offer financing through Affirm, which is an option you can choose at checkout.


When can I expect to receive my Level Sleep?

You can expect to receive your order within 1-5 days from the ship date.


How does the Level Sleep feel?

Level Sleep is soft where you want it and firm where you need it. Our TriSupport system provides excellent lumbar support for your back which helps to decompress spine and reduces muscle soreness and joint stiffness after a night of sleep. Our foam has superior pressure reducing qualities, performs better over a broader range of temperatures, and is stronger and more durable than memory foam or traditional polyurethane.


How do I return my Level Sleep?

We want to make things easy when it comes to returns, which is why we work with you to find a mutually agreeable time pick up your Level Sleep mattress. Your refund will be issued the day that we come and pick up the mattress, and you can set it all up with us via webchat, email, or phone call. A Level Sleep representative will assist you in your return to help make the entire process as simple and painless as possible. All returns on items purchased via financing are subject to purchase agreement terms completed at checkout.


The Difference

Don’t I need to try the mattress?

Purchasing a mattress-in-a-box may be an intimidating decision for many. Testing out a mattress in a mattress store may seem necessary, but it actually gives you very little information about the mattress. This is a large part of why we give our customers a 365 night, risk-free trial period. We understand that purchasing a mattress is a large investment in time and money. This is a piece of furniture you will likely spend 30% of your entire life on. With Level Sleep, you can purchase the mattress, have it sent directly to your door in a compact box, and test it out in your very own home for an entire year. If you don’t want it, it’s no problem. We will come to your house, pick it up, and refund you your money, for no extra or hidden fees. You could go from store to store testing mattress upon mattress for only a minute at a time, or you could try Level Sleep and test it out in your own home for an entire year.


If Level Sleep is such a good mattress, why does it cost so much less than others?

Creating a high quality mattress that is built to last a lifetime does not mean it has to cost a fortune. The reason that many mattress brands are so expensive is because of the retail stores from which they are sold. Level Sleep removes all middlemen in order to bring you the best possible price and, therefore, best value for your money. Markups are unnecessary. We bring you the best quality for the lowest price, because we do it all ourselves.


Where are Level Sleep mattresses made?

Level Sleep mattresses are manufactured in and ship from California.


The Mattress

What kind of material is Level Sleep made from?

The base of the Level Sleep mattress is made from 7” of high quality, durable, polyurethane foam. On top of the base is the performance layer, which is made of 3” of non-toxic, open-cell foam materials that vary in their level of firmness/softness. There is a thin barrier layer that wraps around all of the foam that is made of rayon blended with polyester and silica. The foam that makes up the Level Sleep mattress is made by a Certi-Pur certified manufacturer and is safe for babies.


Can the Level Sleep mattress be folded for transport?

Yes, after the Level Sleep mattress is unboxed and has fully expanded it can be folded for transport. We do not advise leaving your mattress in a folded position for any extended period of time.


Is Level Sleep safe?

Made with a Certi-Pur-US Certification means that Level Sleep is extremely safe, safe enough for babies to sleep on. The materials that make up a Level Sleep mattress are also free of ozone depleters, PBDE flame retardants, heavy metals, formaldehyde, and phthalates. It also has low Volatile Organic Compound emissions, meaning that it is safe for indoor air quality (less than 0.5 parts per million).


Do Level Sleep Products Smell or Off-Gas?

You may notice an odor for an hour or two, even a few days, but it is not caused by any harmful chemicals. The smell comes from fresh new foam (which is inert) being packaged in plastic for shipping.

Additionally, Level Sleep's foams do NOT have the same, often offensive, smell as memory foam -- likely owing to the fact that our foams use fewer chemicals to make the same amount of material. The foam used in Level Sleep products has been rigorously tested by an accredited laboratory to be low VOC (Volatile Organic Compound) emissions for indoor quality (less than 0.5 parts per million).

We recommend letting the mattress air out by removing it from the plastic and not putting any sheets or mattress pad/protector on for a few hours.


Can I clean Level Sleep’s cover?

Yes. We recommend spot cleaning with a safe, mild detergent or hand soap. If necessary, you can remove the cover for washing. Simply unzip the cover, remove from the product and place in a gentle wash cycle with warm water and NO bleach or fabric softener. Once clean, air dry or tumble dry at a very low temperature. Do NOT dry clean. We also recommend using a waterproof mattress protector in order to keep your Level Sleep in the best condition possible for years upon years of future use. We do not recommend immersing your Level Sleep in water or dry cleaning, as this could the your mattress.


How firm is the Level Sleep mattress?

Level Sleep has a soft, medium, and firm zone all in the same mattress in order to allow for some give where you want it and support where you need it. This helps support your spine in order to keep it in its most natural, pressure-relieving alignment.


Does Level Sleep work for people of all sizes?

Level Sleep works well for people of all different sizes and for partners who sleep together. If you and your partner fall between 4’2” and 7’, you will fit comfortably on a Level Sleep mattress.


Will Level Sleep smell of off-gas when opened?

Once you open Level Sleep you will notice a smell for between 1-2 hours or 1-2 days, but this is not due to harmful chemicals. The smell you will notice is due to the new, fresh foam that has been packaged for shipping.


How to position yourself on the Level Sleep Mattress

When you lay on the mattress, the top 22 inch should be the softest and that is where you want your shoulder for side lying. The next 10 inch is the firm lumbar support band which is under the white, ribbed fabric. This should support your torso and lower back. Next, you'll want to make sure your hips are just below this band (whether sleeping on your side or back) which is where the medium firm foam should start. You can typically feel the seams on the side to help orient yourself.


The Pillow

How does the Restore Pillow prevent snoring?

This improved version of the Restore Pillow positions the head and neck in the same position as the one we tested in three clinical tests at Stanford University Center for Sleep Research and during one biomechanical study. This pillow received FDA clearance for snoring and mild obstructive sleep apnea following these tests.


Can I use the Restore Pillow if I sleep on my back?

Yes. Most, if not all, pillows allow the head to come to rest about 1 ½” from the surface of the mattress and the neck is not well supported. The result is that your neck is flattened and your head is bowed forward. Most snoring is a result of the partial closure of the airway behind your tongue (by about 25%), causing a disruption of the laminar flow of the air on its way to your lungs. In the center area of the Restore Pillow there is an adjustable neck support to fit the length and curvature of your cervical spine (neck), so the neck is properly supported. It also has a “valley” in which the back of your head rests that allows it to rest nearly at the level of the surface of the mattress. Together, this means that your head and neck are supported in their natural position as if you were standing in proper posture. This provides maximum opening of the pharyngeal airway, about 25% more than most pillows, and is the reason for reduction in snoring.


Can I use the Restore Pillow if I sleep on my side?

When your head is positioned near the end of the pillow, your ear fits into an ear well. This keeps your ear from being pressed against your skull as you sleep, maintaining blood circulation and avoiding ear pain.As you place your ear in that well, you tend to keep your chin up rather than going into the “fetal position” which would mean bowing your head forward. Again, this helps keep the airway open.


Can I return my Restore Pillow?

In the rare event that you want to return the pillow, we ask that you place it back in its original box (please keep during the 110-Night Better Sleep Guarantee period), and contact our Customer Success Team at support@levelsleep.com.

Before you return your pillow, be sure to try these tips:

Too tall or too firm? Remove the foam inserts from the underside of the pillow to lower the profile and soften up the feel while side sleeping. You can also roll it up a few times to break it in better and soften it up overall.

Uncomfortable while back sleeping? Rotate the pillow 180 degrees to experience the different levels of neck support. If you find your head is falling back too far, unzip the back of the pillow cover and place one of the foam inserts in the middle void of the pillow so that your head does not fall back as far (you can even fold the foam in half to provide more support), increasing the cervical support.

If within the time period of the 110-Night Better Sleep Guarantee, we will accept your return for a refund, regardless of the reason. For pillow returns you will be asked to ship the pillow to our offices, or we will contact you with other arrangements.


Payments & Shipping

What forms of payment are accepted?

We accept a variety of payment forms including American Express, Visa, Mastercard, and Discover. We also offer financing options through Affirm.


Using Your Health Savings Account (HSA) or Flexible Spending Account (FSA) to Purchase Level Sleep Products

Level Sleep has been approved to take payments from most HSA/FSA cards. Additionally, several of our customers have had success receiving reimbursement from their HSA/FSA administrator on purchases of Level Sleep products. In some cases, a letter from your health practitioner may be required.

To use your HSA/FSA debit card, simply select the credit card option at checkout. There is no guarantee that every individual's HSA/FSA card will be accepted for a particular charge - these cards tend to have many rules and regulations attached, so if you have any issues, please reach out to your card's bank/administrator to find out why and don't hesitate to contact us at support@levelsleep.com for assistance.

If your administrator requires a letter from your Doctor, you may refer your practitioner to these sample letters:

Sample Letters for Health Professionals to Provide Patients.


What is the shipping weight of the Level Sleep mattress?

The shipping weight a Queen TriSupport Level Sleep mattress is 71lbs and a King is 86lbs.


Can you ship internationally?

Currently, Level Sleep does not ship internationally, only to the United States.


How much does shipping cost?

Shipping is free within the contiguous United States for all purchases and returns with Level Sleep but there are additional costs for shipping to Hawaii and Alaska.


Do you offer financing?

Level Sleep customers are able to choose financing through Affirm at checkout.


Will Level Sleep help me set up my mattress?

Yes, we are happy to help with mattress setup if you choose the White Glove Delivery Service option.


I live in Alaska/Hawaii, can you ship to me?

Yes, we will ship to Alaska and Hawaii but additional charges will apply.


Promotion codes?

We occasionally offer promotion codes, which are shown on our website and can be applied during the checkout process. Only one promotion code can be used per sale.


Returns & Exchanges

What do I do with my Level Sleep mattress if I want to return it?

At Level Sleep, we make the return process extremely easy. Simply contact our Customer Support Team via webchat, phone, or email, and a representative will work with you to set up the return. Generally, we will send you a survey asking for the most convenient times to come and pick up your Level Sleep mattress. The day we come pick up your Level Sleep mattress is also the day you’ll be issued your refund.


Do you permit exchanges?

As always, if you find that there are any defects or damages to your Level Sleep mattress, reach out to our Customer Service team and we will work with you to correct the issue. Other, traditional exchanges, are handled through the return process, then you can decide if you would like to purchase your replacement before receiving the refund for your return.


Do I need to keep any of the packing materials?

No, you do not need to keep any of the packing materials.


Do I pay for shipping?

If you live in the contiguous United States delivery and returns are completely free. If you live outside of the contiguous United States an additional delivery charge is added at checkout, but returns will always be free.


Level Sleep’s Warranty

What is the Forever Warranty?

Most mattress companies, even online mattress companies, only have limited warranties. With Level Sleep, you can rest easy knowing that you have a warranty that lasts a lifetime. For as long as the original purchaser of the Level Sleep mattress owns it, we guarantee the quality of construction, materials, and durability of the mattress. We understand that purchasing a mattress is an investment. We believe that you should be getting the best value for your money and with our Forever Warranty we hope to prove that.


What if the mattress compresses and forms impressions?

Mattress compressions and impressions are covered by Level Sleep’s Forever Warranty.


Can I get a replacement cover?

Replacement covers are not something that Level Sleep offers, but may be something that we do in the future.


How can you offer a Forever Warranty while other companies only offer 10 or 15 years?

Level Sleep is built with quality materials that are designed to last. From the start, our aim was to make a mattress that withstands the test of time. We don’t believe in cutting corners to give you a product that will lose its shape and luster in 10 years. Our Forever Warranty is our promise to you that Level Sleep should remain up to par for as long as you need it to.


Financing With Affirm

What is Affirm?

Affirm is a financing option that you can choose at check out as an alternative to other credit options.


Why buy with Affirm?

When you purchase a product using Affirm, you can receive financing in real time, within minutes, and not need to pay until later. With Affirm, you have the option to spread out your purchase into monthly payments, which may make it easier to purchase than spending an entire lump sum at once. Keep in mind that some purchases made with Affirm may require a down payment.


How does Affirm work?

Follow these simple steps to get set up through Affirm:

  1. Choose Affirm as your payment method during checkout.
  2. Enter information about yourself including email, phone number, date of birth, etc.
  3. Confirm identity through authorization code sent to your mobile phone.
  4. Within seconds you will be notified of all loan details including: the loan amount you are approved for, the interest rate you will receive, how many months you will have to pay off your loan. You will have the option to choose the number of months you wish to pay off your loan and also the minimum payment needed each month.
  5. Choose “Confirm Loan” if you would like to choose to pay with Affirm, and you’re done!


How does Affirm approve borrowers for loans?

Affirm approves borrowers for loans very quickly and easily. First, they will ask you some personal information to verify your identity such as your name, email, phone number, date of birth, and the last four digits of your social security number. Once Affirm receives this information they will make an instant loan decision that is based on more factors than solely your credit score, which is great news for those that do not have an extensive credit history.


Does Affirm perform a credit check?

Yes, Affirm will perform a soft credit check one time that will not affect your credit score.


Why was I denied financing by Affirm?

Inquiries about financing and decisions against financing can be discussed with Affirm directly by emailing them at help@affirm.com.


How do I make my payments?

To make a payment go through the following steps:

  1. Go to www.affirm.com/account
  2. You will be prompted to enter in your mobile number where you will be sent a personalized security pin.
  3. Enter this security pin into the form on the next page and click “Sign In.”
  4. You’ll now see a list of your loans and payments coming due. Click on the loan payment you would like to make.
  5. You can make a payment utilizing a debit card or ACH bank transfer.

    Before each payment is due, Affirm will send you reminders via email and SMS that will include the installment amount that is coming due and the due date. You can also sign up for autopay so you don’t risk missing a payment. Please follow these steps to make a payment:


Are there any interest or fees associated with Affirm loans (late fees)?

The interest rates through Affirm range from 0%-30% APR and the associated charge is the only fee associated with Affirm loans. There are no hidden or late fees with Affirm because they strive for transparency with clients.


365 Night Trial and Forever Warranty

“The Level mattress is a wonderful experience. Delivery was fast and set up was easy. I’m already sleeping better and noticing the varied support in the mattress provides pain free, relaxed sleep.”

Alex R.

Austin, TX

Doctors Recommend Us, Customers Love Us

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Patented Design Promotes Spinal Alignment While You Sleep

Level’s patented three zone design works together to prevent pressure buildup. Less pressure and reduced pain directly translates to less tossing and turning and better sleep.

Restore Pillow

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  • Natural spinal support to open airways and reduce snoring
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