FAQ

Shipping and Delivery

What shipping options do you offer?

  • Standard 10-15 business day shipping in Canada. (Free)
  • Express 5-8 business day shipping in Canada. (up to approximately $200 value)                                       

When will my items ship?

Allow for 48 - 72 hours for your items to ship. If for some reason some items cannot be shipped or will take longer we will notify you.

What are your business hours?

Our business hours are from Monday to Saturday, 9:00 am to 5:00 pm Pacific Time (Vancouver, BC).

How will I know when my package has shipped?

We will notify you when your package has been prepared for our shipper and send you a tracking number and shipment notification by email and an automated phone call. You can also login and check the status of your order at anytime.

How do you define "FREE" shipping / delivery?

We offer a standard FREE 10-15 day shipping rate (over $200) to residents in Canada. This means that once your package ships, you should receive your package between 10-15 business days. Please note that the delivery company will deliver to the address stated on the invoice and will have it dropped off outside your door, or curb side. This is important to note as we do offer setup of your mattress. As the components of the mattress are very heavy, please have help to move it from your curb side address into your home & then setup.

Free delivery is not setup

While we offer free shipping to your curb side address, it does not include setting the mattress up, or removing your old mattress.

Do you ship to countries outside of continental Canada and the United States?

Yes, we can and normal shipping rates will apply.

Can I track my package?

Yes, after your items ship we will email you a tracking number. You can also login at anytime after items have shipped to track your package.

Can I cancel my order?

Yes, within 24 hours of your order. Orders are packaged and prepared for shipment within 24 hours after the order has been submitted. Once an item is prepared for shipment (i.e. status is "waiting shipment") there is no way for us to stop it from shipping to you. Once you receive the item you may return it for  exchange for another item (If the item is not the same price we may have to refund additional funds or charge additional funds depending).


Account and Order History

 

What does it mean if an item says it's "Cancelled"?

If an item says it has been cancelled that means we were unable to fulfill that item in your order. The are many possible reasons, but most likely the item went out of stock while you ordered. In that case, we will issue you a full refund for any item that is cancelled.

Why do you save my credit card information and is it safe with you?

We store your card to make the checkout process convenient and quick. You can remove your card at anytime. We use a payment gateway to store your information which meets the most stringent safety requirements known and is fully "PCI Compliant". PCI Compliance is the standard the credit card industry has established for the safety of your information. You also have the option of checking out with PayPal and we will only save the information we need to ship your package to you. If you're concerned about how we'll use your information please see our Privacy Policy.

How do I change my password?

Login to your account and click on the change password link just below your account information. Be sure to choose a strong password that is at least 8 characters, including at least 1 number and 1 special character.

What if I forgot my password?

If you can't remember your password go to the login page and click the "forgot password" link under the login form. Enter your email address and we'll reset your password and send it to your registered email.


Warranties and Policies

How does your guarantee work?

Please go to  "90 Night Guarantee" for the full explanation.

Do you share my information with anyone?

No, we do not share any of your information with anyone without your explicit permission.

Do you offer any price matches?

Yes we do, just email us the original quote or flyer and we will match and beat it by 10%.

Does the mattress come with a cover?

All our mattresses come with a organic cotton zipper cover. It has a velour feel to it and it is also dust mite and allergen free. It has a non-skid bottom and zips 4-ways.

Does natural latex have an odour?

All brand new natural foam latex mattresses have a slight odour remaining from the unique manufacturing process. Latex naturally has an odour which is normal and will dissipate quickly. The slight "vanilla" scent of natural latex is normal and completely harmless as it contains non of the harmful volotile organic compounds (V.O.C.'s) found in systhetically manufactured foam products. except latex products due to the fact it is a natural product, but it is odourless.

Go Rest Products

If I'm still unsure about the correct mattress firmness that's right for me, can I discuss it with an expert?

Selecting the right mattress firmness that's right for you might seem difficult. If you have chatted with us about selecting the correct range of firmness for your weight and preferred sleeping position and still aren't sure, we can discuss your needs directly with you, over the phone. Head over to our appointent booking page and select a time that works for you for us to contact you.

Are your organic covers removable

Yes! Our covers have a top zippered top so that they can beeasily removed and laundered or to allow the layers to be rotated. They are made with an expandable fabric that will stretch so that they fit snuggly.

Are Your Mattresses Canadian?

Go Rest is a Canadian company that sources the latex in its mattresses and toppers from only certified and sustainable grown latex sources. Latex comes from only a handful or sources, but not in Canada or North America. Our latex comes from Sri Lanka, and it is sustainably grown and harvested as well as certified to the highest standards. Rest assured, we will always have the best of the best latex products.

Is Your Latex Made With Dunlop or Talalay Process?

This is a common question and there is always a bit of misunderstanding around which type is better. The short answer is that we only use Dunlop latex because it is the only type that can be certified as 100% organic. Talalay latex contains additional inorganic agents that aid in the curing process. For this reason, Talalay latex cannot be certified as organic latex. It is also a slight bit heavier, which impacts shipping costs. Talalay latex feels slightly different than Dunlop, but both are considered luxurious and the best you can get.