Support

FAQ

Is there a warranty on my mattress?

Yes.

Our warranties protect you from the date that you receive your product. We warranty all our mattresses for 10 years pro-rated, minus the comfort layers. Different comfort layers last differently depending on use and size of the individual. Again our designs allow you to simply replace any component. The majority of our mattresses will last longer than 15 plus years, but we warranty them for 15 years.

More information can be found: https://www.vonviva.com/support/#warranty

What is your return policy?

Because of the nature of our modular mattresses, making adjustments rarely requires replacing more than a single component or section. Most of the time we ship new components at cost of material plus shipping.

Note: New deliveries should be inspected before drop off, and any outside damage should be documented and reported to the delivery company before they leave. If any mattress is damaged in shipping, we will work with you to find the right solution; whether it be replacing the damaged component or providing a refund.

For whatever reason, if you are not fully satisfied you can return your mattress to us for 75% refund, minus shipping costs. Shipping is included in our mattresses prices, but with returns the shipping and return back to us will be the customers responsibility. We will assist on shipping, but it will need to be repackaged accordingly. Please feel free to contact us on shipping before you order if this is a concern.

We stand behind our products and our goal is to provide you with a perfect sleep and the best service you’ll find. If you have any concerns or questions, please contact us at 1-833.244.6288.

Do you ship to XYZ?

We ship across USA and Canada. Shipping is included on most items. If your shipping exceeds allowances we will let you know. Areas that require Ferries, Hawaii and Alaska are quite often more.

What is your exchange policy?

The majority of our mattresses can be simply tweaked because of the nature of our modular mattresses, making adjustments rarely requires replacing more than a single component or section. Most of the time we ship new components at cost of material plus shipping.

Spoiler title

Von is of Germanic origin and means From or Owner of while Viva can mean Long Life or Long live. We like the idea of Owning Long Life, and believe our mattress materials and design reflect those Ideals

Do you offer custom mattress sizes?

You name the mattress size and we can do it. Various sizes, depths and shapes as well.

Where are your mattresses made?

Our Mattresses are made in our Factory located in Calgary, Canada. Home to the Calgary Stampede, and Calgary Flames.

How can I get an Oversized Mattress in my house?

Our Modular mattress design allows even our biggest of mattresses to ship and fit in any home. Whether we do a Pocket Coil Spring design or an UltraCell foam and Latex design, each component can be simply put into and then zippered together. We have been building and designing mattresses like this for many years and believe it is superior to standard mattresses. Plus if you need a change or upgrade a piece you can easily order it, have it shipped, and install in minutes.

How are your mattresses Delivered?

The majority of our mattresses are Shipped via Truck. Mattress Components are bagged, Cubed on a Pallet, wrapped in Cardboard and Strapped. Normally delivered via curbside drop off. It can be unpackaged and moved by one person.

Is it hard to set up a mattress?

Not at all. No tools required. Our foundations have to be lined up and clipped together. Mattresses come with instructions on where to place components and it is fairly intuitive. Normally the cover is laid down and zipped open, components fit firmly in place from bottom to top. Quilted Cover then zips all components tightly together. Time to set up a foundation and mattress should be less than 45 minutes.

Are there any hidden broker fees for going shipping to the USA?

No. We cover the expenses for the delivery. We have partnered with a Customs broker in the USA that will contact you to be the importer on record. They will require your information but that’s it.

How do you fit me into the right feel?

Everyone has different body shapes, sizes and preferences. We like to have a quick conversation to learn about your Sleep Positions, Height, Weight, and preferences. We then discuss and in consultation with you come up with what we believe is the best Comfort and Support for your needs. This can be quite subjective, but we have been doing this for many years and quite good at getting it right. If we don’t nail it, we will ship new components at cost. (no mark-ups) We want our customers to be sleeping better at the end of the day.

How long does the Top Comfort Layers Last?

This depends on many factors, but we think that Latex toppers should generally last 8-12 years. 5 lb Memory foams will last 7-10 years. The softer the material the faster it will lose its resiliency/elasticity. Most of our components will pop back up into place but the bounce/firmness of the material could be past its expiry. The more you flip and rotate components the better. The bigger someone is generally the faster the material will dissipate. We use the best materials available, but they won’t last forever.

Can I wash the Cover?

No, please don’t. Our covers are quilted have multiple layers stitched together. Our covers can simply be spot cleaned as needed and are much easier to access and clean then standard mattresses. A new cover can be purchased at any time.

How long does it take to get a Mattress?

It can depend on time of year. Regular sized mattresses are normally 2-3 weeks while an Oversized mattress takes about 5 weeks to be delivered. Our production and packaging time is almost 4 weeks but shipping can take up 10-14 days at times.

Why do you use Latex in your mattresses?

We use Latex foam as it is more breathable, lasts longer and feels better than regular and memory foams. We rarely have issues with it and customers love it. We think it is some of the best material you can use for comfort layer.

What about Latex Allergies?

This is rarely an issue. The latex is washed which removes the proteins that some people are allergic to. Latex allergies are normally via touch. Our toppers/Latex Components are in slip covers inside of more covers. That being said, if you have a major allergy and concerns, please contact us. We can send out sample pieces that you can touch and ensure you won’t have reactions. We can simply shift to regular HD or Memory as required.

Shipping

Free Shipping across North America

We offer FREE SHIPPING across North America, based on typical shipping allowances. *

Von Viva mattresses are relatively easy to ship at any size because they are constructed in sections that easily disassemble and reassemble.

We firmly wrap and pack our mattresses into layers of cardboard and fabric, within easily transportable standard sizes. We include simple instructions with each mattress and label each component so you can assemble them within about 15 minutes. No tools are required.

Our mattresses take 3 – 4 weeks to build, and 6 – 12 days to ship depending on your location. Please ask us about a discount if you are able to pick up your mattress in person.

Are you able to pick up the mattress in person? If you come to our store to pick up your products, we will offer you a store credit to account for the approximate savings in our shipping costs.

*If you live in a remote area, and your shipping costs exceed our normal allowances, we will contact you to approve the additional charges, or allow you to cancel your order, if you so desire. North America does not include Hawaii.

Returns

We stand behind our products and our goal is to provide you with a perfect sleep and the best service you’ll find. If you have any concerns or questions, please contact us at 1-833.244.6288.

Von Viva Warranty

We are determined to provide unbeatable service and guaranteed satisfaction.”
Colin Crump, President, Von Viva Mattresses

Our Philosophy hasn’t changed since 1976

We’ve been delivering on the promise of a perfect sleep for over 40 years, using only the best materials to lead the industry in quality and lifetime value. With each new mattress we create, we want you wake up feeling fresh and relaxed. That’s why we take the time to build you the right mattress. In fact, all of our mattresses are all built to order; we don’t try to fit you into existing inventory or provide one level firmness that is supposed to be for everyone.

Sleep better in the first 120 days

We’re completely confident in our service and our products. If you’re not sleeping better in the first 120 days on one of our made to order mattresses, we’ll fix the problem by making adjustments or exchanging components. New components are normally shipped at cost of material and delivery. If concerns persist beyond this, you’ll also have the option to purchase new components unlike other mattress designs.

Spring (Pocket Coil) Mattresses

Our pocket coil mattresses are completely covered or repaired for the duration of the 15 year warranty; specifically for broken, loose or depressed coils. Our warranty covers coils or wires that project through the fabric and loose tape edge stitching. We reserve the right to repair locally or have the mattress repaired at our facility. Similar to other manufactures the shipping is on the customer.

Hybrid (Foam or Latex) Mattresses

Our warranties protect you from the date you receive your product. All our warranties are 15 year Pro-Rated. For example, a $2,000 mattress with a 15 year warranty that has been used for 8 years may mean you receive $1066 towards a replacement mattress or new component.

Zip covers are warrantied for 5 years, however shrinkage due to washing is not covered. Spot clean only as we use Quilted Fabrics for our covers. If there is an issue with cover, we reserve the right to have it fixed locally, or have it shipped to factory for repair. New covers are available to purchase.

We warranty our foams for indentations or sagging greater than 1 inch. All Foam, Latex, and Memory Foam break down and lose resiliency with use. Our warranty covers normal wear. If your mattress becomes very soft in certain spots during the warranty, Von Viva will determine if there is a defect with the foam or whether it is normal wear. We can replace worn sections easily via our component page.

All Von Viva Mattresses

Mattress fabrics are covered from normal wear defects for 5 years from the date of purchase.

We also cover body indentations or sagging greater than 1 inch on a fully made mattress. Most of the time a simple component will need to be replaced.

To lengthen the life of your mattress, it should be flipped and rotated 4 times per year. The more often you flip, the better the longevity.

Please ensure that you use a good foundation along with the proper bed frame. Metal bed frames should have at least 3 support bars, with one in the middle. Queens, Doubles and Singles should have 6 to 7 legs, while Kings should have 8 legs. Wood Slat Foundations should have at least 5 slats with centre support in, at the minimum, the middle slat. We think platform designs are the strongest and most supportive.

Warranty Exceptions

Our warranty does not cover:

Changing comfort preferences, as bodies change over time, and what was once comfortable may not be anymore.
Structural damage incurred from bending or moving a mattress improperly.
Mattress or foundation damage due to abuse.
Soiled or stained mattresses, as this can damage materials and components within a mattress.
Body indentions less than1 inch — we can fix any issues, but labour and parts charges may apply.
Excessive wear — we can replace sections of your mattress if needed; however, we do not cover normal foam breakdown. Depending on the density of foam purchased you should get the specified use indicated in the warranty from your mattress.
We do not cover transportation costs. We will resolve and repair any concerns, however, the item has to be delivered to our workshop.
Due to health reasons, mattresses must be returned clean. Dirty, stained, smelly, smoky or damaged mattresses will not be accepted.