FAQ

FREQUENTLY ASKED QUESTIONS

 

How do I track my order?

Once your order is processed and ready to ship out, you will receive an email or text message with your tracking info. 

Do I pay for shipping?

No way!! We offer FREE delivery with the purchase of any of our products. Our goal is to out the savings back in your pocket. 

When will I receive my mattress? 

Our processing time for any order is from 2-6 business days, and once the order ships out via UPS Ground Shipping it will take between 2-5 business days. 

Can I schedule a shipping time?

You can! At the moment you receive your tracking number you can contact UPS to arrange a specific delivery time. 

Do you guys offer express delivery? 

We don't offer express or overnight delivery, it'll cost a fortune!  

How do I start a return or an exchange?

If don't feel comfortable with your mattress and want to start a return or an exchange, please contact us at support@thenewportmattress.com and we will take care of the rest! You won't have to worry about anything. *** Exceptions apply.   

How do I schedule my return?

Once a return request has been made, our non-profit organization partner will contact you to arrange the pick up time/date of your mattress.  

Will my money be refunded?

We won't keep even one penny! At the moment we receive the pick up receipt, your refund will be processed and will be debited back to your account within 12 business days. 

Can I change the mattress I purchase for a different one?

You definitely can! We wouldn't want you to be uncomfortable on your new mattress. If that were the case, you just have to purchase the mattress you desire, and we will arrange the pick up of your old mattress and your refund. 

Do I have to pay for returns?

We will assume any costs to make things easier for you.  

For how long can I try my mattress?

We offer a 100 night trial on every mattress, and you are required to sleep on it for 30 nights due to the fact that it takes time for you to adapt to your new mattress.   

What if I don't like my mattress after the trial period?

That's why we give you a 100 nights for you to try it every way possible. It is unlikely that you will stop liking your mattress after the first month of use. However, if there are any concerns we will never be reluctant to discuss, so reach us at support@newportinabox.com 

In what conditions should I keep the mattress during the trial period? 

Just try to keep it as clean as possible, keeping in mind that if your desire were to return it, it will be donated and you don't want to donate a dirty old mattress. 

Do I have to put a mattress protector on it?

It is totally up to you. Just keep in mind that certain protectors will change the mattress feel. 

What payment methods do you accept? 

We accept most major credit cards, PayPal, Klarna, Google Pay, Apple Pay, Affirm, etc. 

Can I use financing? 

You sure can! You can get a King Size mattress and pay less than 100 dollars a month! We recently partnered with Affirm for 3, 6, 12, or 18 month financing possibilities, or you could split-pay with Klarna with 4 equal payments for any purchase bellow $1,000.00. 

How do I use a coupon? 

You must add the product to the shopping cart, and will enter a coupon code on the Check Out page.

Are there any fees? 

Forget about it! We won't charge you any fees other than the amount of your purchase and corresponding taxes. Forget about those disposal fees, delivery fees, or warranty fees.  

How do I pay using Affirm? 

Does the foam smell?

Any new product can have a mild scent upon unboxing. Should your have a scent, it will dissipate in a few hours in a well-ventilated room. Though our water-based adhesive is more expensive, it eliminates unnecessary chemicals in your bed, which was a very important factor in our design process. 

How long will it take for my mattress to fully expand?

You will be able to sleep on your mattress 4 hours after unpacking it, but it will take about 24 hours to reach its normal size, and for all the properties to start performing better. 

Are the mattresses toxic? 
Never! All of our foams are CertiPUR® certified. This means they are made without formaldehyde, ozone depleters, mercury, lead, and other heavy metals. This certification also requires the foam to have low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million).

 

Where are the mattresses made?

We make our mattresses in our own factory located in Stamford, CT. Each mattress is handcrafted to order, shipped out directly to your door from our packaging machine. 

Can I place my mattress on the floor?

You can put your mattress pretty much anywhere... just make sure it is a surface with support on the area of the mattress. 

How do I know which mattress is best for me?

We have created the mattress shopping made simple. The only thing you have to question yourself is: how do I sleep? According to that, we have a short but effective guide that will help you understand which mattress would better fit you. You can also email us, or chat online with any of our associates and they will assist you, answer your questions and clarify any concerns you may have.  

What mattress sizes you make? 

We make all the standard sizes: Twin, Twin XL, Full, Queen, King, Cal King... but that's not it! Unlike any other, we also make custom size mattresses! It can be heart shaped, a super long mattress, or a small one.. there's nothing we will not do. For inquiries, contact us at support@newportinabox.com 

What certifications Newport mattresses have? 

All the foams in our mattresses are CertiPUR-US® certified.

CertiPUR-US® approved foams are made without ozone depleters, PBDE flame retardants, mercury, lead and other heavy metals, formaldehyde, phthalates regulated by the Consumer Product Safety Commission. They are Low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million).

How much weight can the mattresses hold? 

Our mattresses are made for everyone! So they there is not a weight limit; however, depending on how much weight the mattress is carrying the comfort level may vary. 

Do I need to flip the bed? 

Good news is... you do not need to flip the bed! What we can recommend is that you rotate the mattress 180 degrees at least twice a year. 

How often should I replace my mattress? 

That is a question that we will not answer. It is well known that you should replace your mattress every 10 years, but that depends on use and how well you care the mattress. Newport mattresses are designed for performance and a long term durability. We do recommend you rotate your mattress for even wear. 

Will the mattress heel my back pain? 

We are looking forward to that! If your back pain is caused by any mattress related issues, it is intended to improve your lifestyle. That is why it is important to choose the right mattress. Always keep in mind that the goal for a pain-free sleep is how straight can your spine be while you are on bed.