Question 1

Will my new Coolvie mattress be delivered in a box?

Accepted Answer

Yes! The Coolvie mattress is shipped rolled, compressed, and vacuum-sealed inside an easy-to-handle box. This makes it simple to carry and maneuver through doorways or up staircases. However, please exercise caution when unboxing: as you open the mattress and remove it from the plastic wrapping, the material may suddenly spring open. Be sure to keep a safe distance and avoid having your face or anyone else close to the mattress during this step, as it could expand quickly and accidentally smack you or someone nearby. A little care during unboxing goes a long way toward a safe and smooth setup experience.

Question 2

What is a mattress in a box, and how long does it take to expand?

Accepted Answer

A "mattress in a box" refers to a mattress that has been compressed, rolled, and tightly packaged inside a convenient, easy-to-handle box — designed to simplify both delivery and setup.  When your Coolvie mattress arrives, all you need to do is remove it from the packaging, unroll it, and place it on your bed frame or directly on the floor. Then, simply let it expand.  While hybrid mattresses like Coolvie are typically ready to sleep on shortly after unboxing, it's important to know that they may take up to 72 hours to reach their full shape, optimal firmness, and intended level of support. During this time, the materials are settling and expanding completely.  For the best possible sleeping experience, we recommend allowing your mattress the full expansion period — though you can certainly lie on it sooner if you wish. Just keep in mind that its true comfort and performance will be at their peak once fully expanded.

Question 3

How do Coolvie mattresses accommodate different sleep positions?

Accepted Answer

Coolvie mattresses are expertly engineered to provide reliable support no matter how you prefer to sleep. By incorporating advanced sleep technology, each mattress delivers targeted support to the key areas of your body — such as your shoulders, hips, and lower back — helping to ensure proper spinal alignment throughout the night.  Whether you're a side sleeper who needs extra pressure relief around the joints, a stomach sleeper requiring a firmer surface to prevent lower back strain, or a back sleeper seeking balanced support from head to toe, Coolvie mattresses are thoughtfully designed to meet your unique needs.  No matter your sleeping position, you can count on Coolvie to help you wake up feeling rested, aligned, and ready for the day ahead.

Question 4

I feel back-pain. How will the Coolvie mattresses work for me?

Accepted Answer

Coolvie's hybrid mattress is thoughtfully engineered to offer the best of both worlds: just the right amount of springiness for easy movement, combined with a contouring effect that conforms to your body's natural curves for targeted pressure relief.  This balance helps relieve tension in key areas like your shoulders, hips, and lower back.  With a medium-firm feel, this mattress provides optimal support for back, side, and stomach sleepers alike. This carefully calibrated level of firmness is designed to evenly distribute your body weight across the surface while helping to maintain proper spinal alignment throughout the night.  As a result, you may experience less risk of back pain and wake up feeling more rested, refreshed, and free from aches and stiffness.  Whether you shift positions during the night or tend to stay in one place, Coolvie's hybrid mattress works with your body — not against it — to promote a truly restful night's sleep.

Question 5

What type of bed frame or base should I use?

Accepted Answer

Coolvie Mattress fits all frames, box springs, wood foundation, etc. even on the floor directly.

Question 6

How do I set up my mattress?

Accepted Answer

Step-by-Step Unboxing Instructions for Your Coolvie Mattress  Step 1: Pull the rolled mattress out of its box and place it directly where you intend to use it. This will save you from having to move it again after it expands.  Step 2: Carefully tear off the first layer of protective film by hand, then gently push the mattress forward as it begins to loosen.  Step 3: Using the Coolvie opener provided (or a pair of scissors with caution), carefully cut away the second layer of protective film. Be sure to avoid cutting too deep to prevent damaging the mattress itself.  Step 4: Allow your mattress time to fully expand. This may take up to 72 hours. Once it has reached its complete shape and firmness, you can begin sleeping on it and enjoying the comfort it was designed to provide.  Important Safety Note: Please use caution when removing the mattress from its plastic wrapping. The material may spring open suddenly during the unboxing process. Be sure to keep a safe distance and avoid having your face or anyone else close to the mattress while opening, as it could smack or injure someone nearby.

Question 7

Does Coolvie mattress have fiberglass?

Accepted Answer

You can rest easy knowing that your Coolvie mattress contains absolutely no fiberglass. At Coolvie, we take customer safety and comfort very seriously.  That's why every mattress we make is thoughtfully designed using high-quality materials that fully comply with rigorous safety standards. Your well-being matters to us — from the inside of your mattress to the peace of mind you feel sleeping on it.

Question 8

What certifications do the Coolvie mattresses have?

Accepted Answer

Coolvie's mattresses are with CertiPUR-US certified foam, meaning all our foams meet the following health and environmental standards:  Low emission (low VOCS) for indoor air quality  Made without prohibited phthalates  Made without ozone depleters  Made without PBDEs  Made without Mercury, Lead and heavy metals  Made without formaldehyde

Question 9

Do you ship internationally?

Accepted Answer

No, we currently ship to US only. Free shipping on all orders.

Question 10

What if I need to cancel my order?

Accepted Answer

If you need to cancel your order, please email us at service@coolviesleep.com as soon as possible! We'll gladly help you cancel the order — as long as your package hasn't been shipped out yet.  Once the item has left our warehouse, we may no longer be able to stop the shipment, so getting in touch with us right away gives us the best chance to assist you promptly.

Question 11

How long does shipping take?

Accepted Answer

Once you place your order, we'll get to work right away. Your Coolvie mattress will be shipped directly from our USA warehouse within 1 to 2 business days.  From there, delivery typically takes another 2 to 5 business days, depending on your location.  As soon as your order is on its way, you'll receive a shipment confirmation email with all the tracking details you'll need. That way, you can follow your mattress's journey from our warehouse all the way to your front door.

Question 12

What methods of payment do you accept?

Accepted Answer

We accept Paypal, Debit/Credit Card, Google Pay and Apple Pay, etc.

Question 13

Do you have a store where I can try the Coolvie Mattress?

Accepted Answer

No, Coolvie does not currently have a physical store in the USA — and there are good reasons for that.  We've intentionally cut out everything unnecessary, including traditional showrooms and salespeople, so we can deliver a high-quality mattress directly to you at a much more affordable price.  By skipping the middlemen and the overhead costs of physical retail spaces, we pass those savings directly to our customers.  Moreover, studies and customer experiences have widely shown that trying a mattress for just a few minutes in a showroom is not an effective way to make a decision — especially when you're expected to test dozens of mattresses in a single visit.  It can feel overwhelming, and a few minutes simply aren't enough to know whether a mattress will truly support you through an entire night's sleep.  We believe the only real way to know if a mattress suits you is to sleep on it — night after night — in the comfort of your own home. That's exactly why we offer a 101-night home trial on all of our products.  It allows you to test your Coolvie mattress in the most natural environment possible: your own bedroom. Let your body — not a rushed in-store test — be the final judge of whether our mattress is the right fit for you.  And if you don't truly love your Coolvie mattress, you can return it for a full refund. No pressure, no hidden fees — just peace of mind.

Question 14

What is the return process?

Accepted Answer

Our friendly customer support team is here to help. We'll walk you through every step of the return process and answer any questions you may have along the way — no confusion, no frustration, just helpful guidance from real people who care about your experience. Simply reach out to us at service@coolviesleep.com, and we'll take it from there.

Question 15

How does the 101 night risk-free trial works?

Accepted Answer

Just like starting a new gym routine or breaking in a new pair of shoes, your body needs a little time to adjust to the proper support that a new mattress provides.  The comfort and alignment benefits may not be fully noticeable after just one or two nights — it's a gradual process as your muscles and joints adapt to a healthier sleeping surface.  That's why we strongly recommend trying your Coolvie mattress for at least four weeks before deciding whether to send it back.  Give your body the time it needs to truly experience the support and comfort we've designed into every mattress.  If, after that adjustment period, you're still not completely satisfied, simply email us at service@coolviesleep.com before your 101st night. We'll help you start the return and refund process as smoothly and hassle-free as possible. No tricks, no fine print — just a fair promise and a good night's sleep, one way or another.

Question 16

When will I receive my refund?

Accepted Answer

Refunds are processed within 5 business days of receiving your return. You’ll receive a confirmation email once it’s been issued.

Question 17

Will I receive order confirmation?

Accepted Answer

Once you have placed an order you will shortly receive a confirmation email. Please check your Junk/Spam folder. If you have not received your order confirmation email please contact the customer support via the website.

Question 18

How do I know you've received my order?

Accepted Answer

Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 60 minutes to arrive in your inbox- so hold tight!  Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.

Question 19

How does the trial sleep phase work?

Accepted Answer

It’s simple. With Coolvie, you can take advantage of our 101-night trial and decide for yourself whether our mattress truly meets your expectations. If, after sleeping on it, you come to feel that Coolvie isn't the right fit for you, just reach out to our customer service team at service@coolviesleep.com. We’ll refund you 100% of the purchase price — no hassle, no hidden conditions.  That said, we believe a good mattress takes time to reveal its true comfort. Your body needs a little while to adjust to new sleeping surfaces, so trying out a mattress for just a few days may not give you the full picture. For that reason, we recommend giving your Coolvie mattress at least four weeks before making a decision. Sleep on it, let your body adapt, and only then decide what feels right for you.

Question 20

Shouldn't I test a mattress first in person before purchasing?

Accepted Answer

We understand that it may be disappointing to hear that we don't have a physical store available at the moment. However, please don't let that worry you — we've made shopping for a mattress completely stress-free. With just one click, a package weighing over 18 kilograms will be delivered right to your door.  We know that not being able to try the mattress in person before buying might feel uncertain, but that's exactly why we offer our 101-night home trial. You'll have plenty of time to truly experience the Coolvie mattress in your own home, on your own terms. And if for any reason you find that it doesn't suit you, simply send us an email, and we will guide you through the refund process — no pressure, no hassle.

Question 21

When does the sleep trial start?

Accepted Answer

Your 101-night trial begins the day your Coolvie mattress arrives at your doorstep. From that moment on, you have more than three months to sleep on it, completely risk-free, and decide whether it's truly right for you.  However, we recommend giving your mattress a little time to settle. Like many high-quality foam mattresses, your Coolvie needs a short period to fully expand and regain its intended shape and support after being compressed for shipping. That's why we suggest waiting 48 hours after unboxing before you begin your proper sleep journey. During this time, the mattress will gradually adjust, ensuring that when you finally lie down on it, you experience the comfort and support it was designed to deliver.

Question 22

Does the mattress have to stay in its plastic wrap during the trial?

Accepted Answer

No, it doesn't. We want you to have the best sleep possible and that should not include sleeping on noisy plastic. The Coolvie mattress is vacuum sealed in plastic and roll packed for delivery to your home.  Upon receiving your new Coolvie mattress, carefully remove the plastic wrap using our handy cutting tool included in your Welcome-package.  A guideline for how to properly unwrap your Coolvie is provided in your package as well. Within a few minutes, your mattress will magically self-inflate and will be ready for you to sleep on.

Question 23

How can I return my Coolvie mattress within the trial time?

Accepted Answer

If you ever decide that your Coolvie mattress isn't the right fit for you, returning it is simple and hassle-free. Just reach out to us at service@coolviesleep.com. To help us assist you as quickly and efficiently as possible, please be sure to include your order number in the email. This will allow our customer service team to locate your purchase right away and guide you through the return process without unnecessary delays. We're here to help, every step of the way.

Question 24

Can I return the mattress if it has quality issues during the trial?

Accepted Answer

Don't worry! We're here to help resolve the issue right away. Coolvie offers a 10-year limited warranty so that you can be confident of our mattress and have time to see if it's right for you. Our warranty covers all manufacturing defects: sagging, dips, waves, bumps, and decompression issues. To start a product quality claim, reach out to our Customer Experience team at service@coolviesleep.com.

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