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Frequently Asked Questions

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gel memory foam mattress queen - Acesleep Mattress

Popular Questions

Hi, I’ve been trying to place an order from your website, but it seems to fail every time, please help!

Hi There, We sincerely apologize for any inconvenience. Here are some steps for the troubleshooting. Thank you for your patience.
1, Please check your credit card balance and make sure it supports USD currency payment.
2, Please do not use anonymous IP when placing the order.
3, Please pay attention to the correctness of your credit card number and expiration date, as well as the CVC or AVS code when making the payment. Please kindly be advised that Stripe will not charge twice for the same order.
4. If your credit card issuer and your delivery address are not in the same country, please contact the card issuer first to obtain the authorized transaction authority.
5. If, after entering all the information needed, as well as the credit card info, it returns to the form you had filled out, not a confirmation page, with a "place order" button. Please don’t worry, it might be because of the risk control of the Stripe Credit Card Acquisition Center or simply a system error due to congestion. You may try again a couple hours later or another day, you can also update your browser to a higher version or pay with a new credit card.
6. Make sure the billing address is the same as your credit card billing address. Do not make repeated payments for more than four times for the same order at the same time.
7. Please kindly be advised that the risk control is provided by Stripe and Klarna, which do not collect any private data.

How many payment methods does Acesleep offer?

1. Stripe credit card acquisition.
2. Klarna zero interest rate installment.
3. You can also initiate your payment to Paypal account:, and notify us of the delivery.

How long does it take for me to get a refund?

Usually, it takes 3-5 days.

Tell me more about Acesleep Mattress

At Acesleep, we aim to make the most comfortable mattress at the best price. Acesleep mattress has excellent softness, support, breathability and durability. 120 nights in home trial, 20 year limited warranty and free shipping. Guaranteed returns give you a risk-free mattress shopping experience.

How does 120-night trial work?

From the date you purchase the Acesleep mattress, the 120-night trial policy comes to effect. You can try the Acesleep mattress at home for 120 nights to figure out if it is right for you. If Acesleep is not your ideal mattress, We’ll remove the mattress from your home and either donate it to a local charity or have it recycled. Either way, your original form of payment will be refunded 100 percent. Please note that with financed orders, interest paid is not refunded. Fewer than 3% of Acesleep sleepers return their mattress.

What setup do you recommend for Acesleep mattress?

The type of support that sits under Acesleep mattress is just as important as the different layers of foam. It can ultimately affect the lifespan and performance of the mattress. It should be put upon a firm and stable platform, such as box spring, flat floor or our adjustable frame. The general rule of thumb is the firmer, the flatter, the better.

When can I expect to receive my mattress?

Once you've placed your order, your original Acesleep Mattress will arrive in about 3 to 5 business days. We ship via UPS or FedEx in random. Upon shipping, we'll send you an email with your tracking information so you can stay up to date on your shipment. We recommend keeping an eye on your spam folder as well!

Don't I need to try Acesleep mattress before I buy it?

We understand your concerns about it. Instead of 20 minutes tests at a retail store, we provide 120-night free-risk in home trial. You can try Acesleep mattress in the comfort of your own home to determine if it is perfect for you.

How do I return my Acesleep mattress?

We have few returns, but if it happens, we make it as simple as possible. Just contact our customer service team. We will work with you to arrange a pickup through a local charity or recycling partner and refund you in full.

The Mattress

Will Acesleep mattress make me sleep hot?

Absolutely not. Acesleep mattress uses natural cool fabric as the mattress cover, making you feel the coolness immediately. Ace-Pur plant based, open-cell memory foam is proven to be much cooler than traditional memory foam. The bamboo charcoal infused memory foam layer and the gel cushioning layer also strengthen the air flow and heat dissipation. We definitely can say Acesleep Mattress is much cooler than other mattresses.

Will the Acesleep Mattress smell when open it?

Acesleep adopt the plant based memory foam which is more eco-friendly than the traditional memory foam, which means less odor. We will put an active charcoal bag in each mattress to absorb any potential smell. And the charcoal bag can be reused in your house. All we did is to make Acesleep more healthy for you and your family.

How long will Acesleep Mattress recover to the shape after open it?

Normally, it takes 3 hours for Acesleep to fully recover its shape. If it doesn’t get fully expand in 48 hours, please contact our customer service team to settle this problem.

Is your foam CertiPUR-US® certified?

Yes, all of our foams are CertiPUR-US® certified, which means they do not contain any harmful chemicals. For more information, visit CertiPUR-US®.

What kind of material does Acesleep Mattress use as fire retardants?

Acesleep Mattress adopt Polymer Fiber as the fire retardants instead of chemical fire retardants. The mattress sample has been tested by STC organization to proved that Acesleep Mattress is fire compliance.

Can I clean the mattress cover?

Yes, Acesleep mattress cover is removable and washable.

How firm is Acesleep Mattress?

We define Acesleep Mattress as a Medium soft mattress. It’s the just right firmness that provides the proper and comfortable support.

What is 20 year warranty about?

After the 120 night in home trial, your mattress is covered for 20 year manufacturing defects. Contact us if you find any manufacturing defects in your mattress, not for improper use.

Payment & Shipping

What kind of payment are accepted?

We accept payment via credit card (Visa, Mastercard, American Express or Discover), PayPal, and we also offer financing through Klarna. 

How much does the shipping fee cost?

We provide free shipping via UPS / FedEx within the contiguous United States.

Why does Acesleep Mattress cost much less than the mattress sold in retail store?

We could have charged you more, but we don’t. We just take what we deserve. Acesleep sell mattress online and directly to customers, cutting out the distributors, commissioned salesman, excessive shipping fee. We’re proud to offer the first-class mattress and customer service to save your time and money.

Do you offer financing?

Absolutely! We have partnered with Klarna to offer financing options for our customers. At checkout, you will be given the option to pay through Klarna. All payment terms are provided up front. Financing through Klarna is issued by WebBank, member FDIC and subject to credit approval.

How much do I need to pay if I select Klarna as my payment method?

For No Interest if Paid in Full purchases, you only pay your order total if it is fully paid within the 6 months promotional period - no interest added! Keep in mind, you still need to make at least your minimum monthly payment as noted on the statement Klarna will email to you. If your No Interest if Paid in Full balance is not paid for within the promotional period, interest will be charged to your account from the transaction posting date at 19.99% APR. For purchases that qualify for monthly planned payments, the monthly and total payment amounts are shown before you complete checkout along with the applicable promotional APR. Your monthly Klarna statement will remind you of your payment amount and due date.

How do I sign up for Pay Over Time?

It’s simple! Just select “Klarna” at checkout to proceed to the application where you will enter simple information to apply. You will know in seconds which payments plan you are approved for, including how much you will pay monthly and in total. Once completed, the merchant will ship your order and Klarna will send you an email regarding upcoming payments. Payments are managed here on <

I need to make changes. How can I update my order?

If you need to make an adjustment to your address, phone number, email address or anything else included in your order, shoot us an email or give us a phone call. We’re here to help!

Returns & Exchange

What should I do to return my Acesleep mattress?

Please email our customer service team at, someone will follow up with you shortly regarding the return.

What is the return process for Acesleep?

The customer service representative will ask for photo of your original purchase. Please note that Acesleep never restock or resell the returned mattress. Then we'll work with you to arrange a pickup through a local charity or recycling partner and refund you in full. Refunds will be credited back to your account within 48 hours.

Is it possible to exchange my Acesleep for a new one?

Is it possible to exchange my twin size for twin xl size?
If a product exchange for a different item is requested, please be advised that this exchange will be processed as return and refund requests as described herein. After donating the product to be exchanged, you may place an order for the replacement product. You may only request one exchange.

Should I pay for return fees?

No, Acesleep provides free shipping and returns.


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