Frequently asked questions

About Jade&I

HOW DOES THE 120-NIGHTS TRIAL WORK?

You have 120 nights to try your mattress. If you’re not satisfied, you can return it free of charge as long as your mattress is intact (like no stains, no cuts, that kind of thing, you know?).

It’s easy. If you don’t like your bed, email info@jadeandi.com or call 1-844-740-5485. We’ll help you find your perfect mattress or simply pick up the mattress and refund your purchase as soon as we receive and inspect your return.

 

HOW CAN I GET MORE INFORMATION ABOUT JADE & I?

There are three ways to get in touch with us:

  • By phone: Call us at 1-844-740-5485
  • By email: Write us at support@jadeandi.com
  • By using our Live Chat

 

DO YOU HAVE A SHOWROOM?

No, we don’t have a showroom. While we fully understand the need to “try before you buy”, we created a mattress selector to help you choose the perfect mattress. We feel confident that you will love your mattress during your 120-night risk-free trial. You get to try out our products in the comfort your own home and determine whether or not they are perfect for you – and it will be easier to tell from your 120 nights than 5 minutes in a showroom!

WHO IS BEHIND JADE&I?

Jade&I is the result of a joint venture between Literie Giddings (a mattress manufacturer) and Orijine (a marketing firm).

WHY ARE JADE&I MATTRESSES SO MUCH CHEAPER THAN RETAIL STORES?

Unlike traditional mattress companies, we don’t waste money on big showrooms, commissioned sales rep, retail chain, and distributor. Instead, we sell our mattresses directly online and pass the savings onto you. Our vertically-integrated approach means your Jade&I mattress is manufactured here in Canada and shipped to you fresh from the factory.

Mattresses

WHERE ARE JADE & I MATTRESSES MADE?

All Jade&I mattresses are handmade in Quebec, Canada. We constantly travel the word seeking for the best materials. All coils are made in Canada.

WHAT ARE THE MATTRESS DIMENSIONS?

At Jade&I, we manufacture the most common mattress sizes :

  • King: 76″ x 80″ 

  • Queen: 60″ x 80″ 

  • Full: 54″ x 75″
  • Twin: 39″ x 75″

DO YOU MAKE CUSTOM SIZES?

At this time we cannot accommodate special requests for custom sizes. Please contact us for more information. We’ll be happy to help you find a solution.

IS THERE AN ADJUSTMENT PERIOD?

Yes, there can be an adjustment period as your body aligns to the new sleep system. We recommend that you give your new JADE&I mattress up to 30 days to experience it properly.

DO I NEED TO FLIP MY MATTRESS?

Flipping the mattress is not recommended.

CAN I CLEAN THE MATTRESS COVER?

All of our mattresses come with a removable bamboo blend mattress cover but 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.

We strongly recommend using a mattress protector to keep the mattress in good shape and protect it from rips, tears, and stains. Spot cleaning with a lightly wet rag or a dollop of club soda should remove small stains.

IS THERE ANY ODOR IN YOUR MATERIAL?

We use high-grade materials that are odorless and have no chemical off-gassing. Our eco-friendly foams are so safe that a baby could sleep on it since there are OEKO-TEX® Standard 100, Class 1 certified. It has been tested and certified to contain no legally banned/controlled substances and is safe for babies and toddlers. It does not contain any harmful chemicals, heavy metals, or high impact of air quality. There is no need to air out your mattress overnight. Any faint odors or smells will dissipate within a few hours.

In order to offer a cool experience to our customers, our SMART pod foam has been infused with orange blossom to help them sleep.

I’M ALLERGIC TO LATEX. WOULD THE PUR POD MATTRESS BE A PROBLEM?

We took this into consideration and designed a product that will not get in the way of your good night’s sleep. Here are a few things to keep in mind. Our latex foams consist of 100% synthetic latex so there are no allergens. In addition, our latex foams are OEKO-TEX® Standard 100, Class 1 certified, which means they have been certified to not pose risks associated with skin contact and ingestion. If your allergies are severe, it’s better to be safe than sorry. We suggest consulting with an allergist before purchasing our mattress.

 

SHOULD I USE A MATTRESS PROTECTOR?

We strongly recommend using a mattress protector to keep the mattress in good shape and protect it from rips, tears, and stains. Spot cleaning with a lightly wet rag or a dollop of club soda should remove small stains. Protecting your mattress with a mattress protector will not only increase product life, reduce the risk of accident and help you benefit from your warranty by keeping your mattress intact.

 

WHAT TYPE OF BED FRAME SHOULD I USE WITH THE MATTRESS?

JADE&I mattresses are designed to be compatible with most options such as a platform frame, box, or even slatted frame (make sure the slats are no more than 4 inches apart!). What you choose to use is entirely up to you.

DAMAGED OR INCORRECT ORDERS?

Drop us a line or call us at 1-844-740-5485 as soon as possible. Let us know what’s happened and we’ll take it from there so you can take care of other stuff of yours!

WARRANTY

Every JADE&I mattress comes with a 12-year warranty, protecting the customer from any defects in the materials or workmanship of the product that develop from normal and reasonable use. For additional details on our warranty, visit the warranty section.

Ordering

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

We will contact you the next open day after your order in order to fix a delivery time at your place. We’re committed to shipping your mattress, beddings, and pillows within 10 business days from the day you place your order. Please note that business days do not include weekend or public holidays. Delivery time for beds may vary from 3-5 weeks.

I NEED TO MAKE CHANGES ON MY ORDER. HOW CAN I UPDATE IT?

Simply contact us at 1-844-740-5485 or support @ jadeandi.com and let us know what changes are needed. We’ll help you along!

HOW CAN I LEAVE A REVIEW OF THE JADE&I MATTRESS?

We’d like to hear from you! Please leave a review on our website at jadeandi.com. 

Shipping

WHAT ARE THE SHIPPING COSTS FOR MATTRESS?

For all Jade&I mattresses are shipped free of charge in Canada.

WHAT ARE THE SHIPPING COSTS FOR BEDS, BEDDING, AND OTHER ACCESSORIES?

Please use our shipping fee calculator to view pricing before ordering. Prices vary by destination, weight and many factors. Benefit from FREE shipping when you buy products and a mattress in Canada. While mattresses are shipped using our own fleet or freight partners, merchandise is shipped via Canada Post or UPS (according to selected option).

WHERE DO YOU SHIP?

For now, we ship only to Canada.

DO YOU SHIP IN USA OR INTERNATIONALLY?

Not yet, but we’re working on it! Stay tuned!

DO I HAVE TO BE HOME TO RECEIVE MY ORDER?

Yes! The goods you purchase at Jade&I matter to you just as it matters to us. In fact, we will contact you the next open day after your order in order to fix a delivery time at your place. We’re committed to shipping your mattress, beddings, and pillows within 10 business days from the day you place your order. Please note that business days do not include weekend or public holidays. Delivery time for beds may vary from 3-5 weeks.

WHAT HAPPENS IF YOU DELIVER MY MATTRESS AND I’M NOT HOME?

Our delivery company will let us know. We’ll set another meeting with you and deliver your products. If you’re not there again, please contact our customer service department for more information. Please note that charges may apply in such case.

Returning

HOW CAN I RETURN A MATTRESS?

You have 120 nights to try your mattress. If you’re not satisfied, you can return it free of charge as long as your mattress is intact (like no stains, no cuts, that kind of thing, you know?).

It’s easy. If you don’t like your mattress, email info@jadeandi.com or call 1-844-740-5485. We’ll help you find your perfect mattress or simply pick up the mattress and refund your purchase as soon as we receive and inspect your return.

CAN I RETURN THE PRODUCTS I PURCHASED?

 If you’re not satisfied with the products you purchased on jadeandi.com, you can return it free of charge as long as their intact (like no stains, no cuts, that kind of thing, you know?). Return shipping is on us if you return the products within 30 days after your purchase. Shipping fees will be billed after 30 days.

It’s easy. Email info@jadeandi.com or call 1-844-740-5485. We’ll let you know about our procedure and refund your purchase as soon as we receive and inspect it.

Financing

DO YOU OFFER SOME FINANCE PLAN?

We offer quick and flexible financing plans through Accord D financing, a Visa Desjardins service.

Call us at 1-844-740-5485 and we’re happy to help.

WHAT IS ACCORD D FINANCING?

Looking for more information about Accord D Financing plans, please visit their website.

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