1. How long do I have to keep the bed before I return?

    • We ask that customers try the bed for a minimum of 30 days before considering a return.  This is important to allow sufficient time for your body to adjust to the new sleep surface.
  2. Why is my refund not the full amount if the website has a 100% refund?

    • By industry standard there are items that are not authorized to return (i.e.: pillows, frames, adjustable bases, mattress protectors, etc…)
  3. Why doesn’t the warranty information come with the delivery agents when they deliver my bed?

    • Our warranty applies to every customer, and can be found online. We can send you a copy if you call and request one.
  4. Can I wash the mattress protector?

    • Yes, you can wash the protector. Air drying the protector is best, but if that is not an option you can dry on low heat. Drying on regular or hot heat will negate the water proof function over time.
  5. How do I clean my intelliBED if something happens if the protector is has been removed?

    • Steam cleaning is preferred.  A hand held clothes steamer, or a cleaning company like Stanley Steamer are both a great way to clean the mattress. You do not want to soak the mattress with water or cleaner. Some have found that any cleaner with “Oxy” in the title works. Again, if you spray or scrub the mattress be careful to not soak it.
  6. Why does my bed feel like a water bed?

    • A small percentage of our customers equate the movement of the innerspring to a wave-like motion. There is no water nor liquid gel in the bed, but that is the best frame of reference people have to the innerspring being “bouncy”, and, especially with the Softer model with the layer of Talalay Latex, the bed does have a motion that is not palatable for all customers. That is why we have Motion Damping options for both our Regular and Softer mattresses.
  7. How do I fix the air chamber in my pillow?

    • The air chamber is not attached to the pillow so you can unzip the cover, and reach through to the other side, and re-adjust the placement if it has slipped out.
  8. Who ships your product?

    • The accessories, protectors, pillows, and toppers are shipped via UPS. The customer will receive an email from UPS when the product has been shipped, and they will be able to track the package so they know which day it will be arriving. We contract the shipment of the beds through Seko. Our warehouse will send the customer an email the morning the bed is set to ship. That evening or the next morning the customer will receive an email from the delivery agency with contact information and their tracking number. The delivery agency will call to schedule the time and date of the delivery with the customer once the product has been received in their area.
  9. Who do I contact if there is a problem with my delivery?

    • Our Customer Service Center is open to assist you Monday – Friday 7AM – 7PM MST. Please call us at 801-716-2888 and one of our customer service representatives will be happy to assist you.
  10. Does intelliBED have the warranty for my adjustable base?

    • No. The current manufacturer of the adjustable bases is Leggett & Platt. Their phone number is (800) 888-3078. They are a Utah based company so they are on Mountain Standard Time. The customer will need to have the serial number that can be found on the remote or the owner’s manual when they call to get help.
  11. How does the warranty with the mattress protector work?

    • The mattress protector warranty is through Malouf. Their phone number is (800)517-7179. We have negotiated a warranty through Malouf that if anything happens to the mattress that the protector should have prevented (while the protector is on the bed) Malouf will cover the cost to clean or replace the product. The customer will need their sales receipt as proof they purchased the protector the same time they purchased the bed.
  12. How often should I rotate my bed?

    • We suggest rotating the bed 180 degrees every month for the first 6 months and then once every 6 month thereafter.
  13. Do you ship intelliBEDs anywhere in North America?

    • We ship intelliBED toppers, adjustable beds, and full mattress sets anywhere in the U.S. and certain parts of Canada.
  14.  Is the gel liquid? Will it leak?

    • No. Gel Matrix is a rubbery material that is not liquid and will never leak.
  15. How long will the intelliBED last?

    • Gel Matrix is very durable. It won’t melt or crumble.  All intelliBED mattresses without adjustable bases are warranted to last up to 20 years. The replacement of the mattress during the first 10 years will be at full replacement value and the replacement of the mattress during the next 20 years will be on a prorated basis. Azure, Sapphire Intellibed mattresses on an adjustable base are warranted to last up to 20 years. Intellibed Mattress Toppers, Kid’s Mattresses and Gellibaby Mattresses are also warranted to last up to 10 years. The gel and other materials are of the very finest quality equaling or surpassing those used in any other mattress product so you can be sure the Intellibed will outlast even the most expensive home mattresses.
  16. What does Intellibed use as a fire blocker to meet Federal Regulations?

    • A silica based fire blocker with a modacrylic fiber and no bio available chemicals. It basically goes on the bed like a sock.