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csr@mlilyusa.com
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Every MLILY mattress comes with a 10-year limited manufacturer's warranty that covers defects in materials and workmanship, plus free shipping when you buy directly from mlilyusa.com. MLILY adjustable bases are also covered for 10 years, toppers for 5 years, bedding for 3 years, and pillows for 3 or 5 years depending on their materials and cover. To file a claim, have your proof of purchase, photos of the product, its law tags and the issue, and a short description ready, then email MLILY's U.S.-based customer care team at csr@mlilyusa.com or call 877.475.7768.
At MLILY, we want everyone to live life well rested. That means building great sleep products and standing behind them with caring, responsive support. Here is exactly what MLILY's warranty covers, how to file a claim and how to reach our team.
Key takeaways
- MLILY mattresses and adjustable bases carry a 10-year limited warranty. Toppers carry 5 years, bedding carries 3 years, and pillows carry 3 or 5 years depending on materials and cover.
- The warranty covers defects in materials and workmanship, not normal wear or comfort preference.
- The same MLILY warranty applies whether you buy online or from an authorized retailer.
- Keep your receipt, leave the law tags attached, use a supportive foundation and unpack your product within 300 days of purchase.
- MLILY's U.S.-based customer care team is reachable by phone, email or live chat, and claims are processed within about five business days.
How long is the MLILY warranty?
MLILY's manufacturer's warranty runs from the date of purchase, and the length depends on the type of product.
| Product | Warranty |
|---|---|
| Mattresses | 10 years |
| Adjustable bases | 10 years |
| Sleep systems (PowerCool) | 10 years on the mattress and the base |
| Pillows | 3 or 5 years, depending on the pillow's materials and cover |
| Bedding | 3 years |
| Mattress toppers | 5 years |
What the MLILY warranty covers, and what it doesn't
What's covered
- Defects in materials or workmanship, such as a broken zipper, splitting seams or a manufacturing flaw in the foam or coils. MLILY will repair or replace any product that proves to be defective, and you can upgrade a warranty replacement by paying the difference in cost.
- Replacement covers. Most MLILY product covers can be replaced. Contact customer service for details.
- Shipping damage. If your MLILY product arrives damaged, contact customer service right away to open a claim and receive a replacement.
What's not covered
- Misuse or abuse
- Fabric stains or damage from things like inks, cosmetics or bleach
- Damage from an unsupportive foundation, such as slats more than 2" apart
- Products bought secondhand. The warranty applies only to the original purchaser.
- Products with the law tags removed
For the full list of exclusions, see the MLILY Manufacturer Warranty.
The MLILY warranty is a manufacturer's warranty. It does not include any additional coverage a store or other seller may offer separately.
How to file an MLILY warranty claim
- Gather your proof of purchaseA receipt or invoice showing where and when you bought your MLILY product, plus your contact and shipping information. A photo or scan of the receipt works.
- Take clear photosPhotograph the product, the defect, the law tags (along the top edge or seam of the mattress) and your foundation or base, if applicable.
- Write a short descriptionExplain what the issue is and when you first noticed it.
- Submit your claimEmail csr@mlilyusa.com with your contact information and the details above. You can review the terms on the MLILY warranty page.
- Hear back from our teamOnce your information is processed, a member of MLILY's customer care team will contact you to discuss your claim. Please allow up to five business days for processing.
Lost your warranty information? Contact a customer service specialist at 877.475.7768 or csr@mlilyusa.com and we will help you find what you need.
Tips to protect your warranty
- Keep your receipt. Save a photo or scan in case the paper copy fades or gets lost.
- Leave the law tags on. They identify your product and are needed to process a claim.
- Use proper support. Use a firm, flat foundation, such as a platform bed with slats less than 2" apart, a foundation box, a semi-flex box spring or an MLILY adjustable base.
- Unpack it promptly. Open and fully expand your MLILY product within 300 days of purchase. Products left packaged longer are not covered.
- Register your product. Register your MLILY product so your purchase details are on file.
- Use a mattress protector. Stains are not covered, and a waterproof mattress protector keeps your mattress clean. See our guide to keeping your mattress fresh.
- Buy from MLILY or an authorized retailer. Use the MLILY store locator to find one near you. On sites like Amazon, Wayfair and Overstock, buy only from MLILY USA to make sure you receive a genuine MLILY product.
How to contact MLILY customer support
| Method | Details |
|---|---|
| Phone | 877.475.7768 |
| csr@mlilyusa.com | |
| Live chat | Available on mlilyusa.com |
| Contact form | MLILY Contact Us page |
| FAQs | MLILY FAQs on warranty, shipping, returns and setup |
MLILY's customer care team is based in the U.S., which means the person helping you with a warranty claim works for the same company that made your mattress. We empower our team to find real solutions. For example, when one customer reached out about a broken zipper on his mattress cover, we sent him a brand-new mattress within days.
What makes MLILY different
- We make what we sell. MLILY develops and pours its own patented foams, with manufacturing in the United States.
- Expert partnerships. MLILY partners with the International Chiropractors Association, and the ChiroPro Tri-Zoned Hybrid was developed with the ICA.
- Free shipping on all MLILY products bought directly from mlilyusa.com, delivered by FedEx. MLILY ships to all 50 states, with additional shipping costs for Hawaii and Alaska.
- Same warranty everywhere. Your coverage is the same whether you buy online or at one of more than 1,500 retailers.
Frequently asked questions
How long is the MLILY mattress warranty?
Every MLILY mattress comes with a 10-year limited manufacturer's warranty that covers defects in materials and workmanship.
How long is the warranty on MLILY adjustable bases?
MLILY adjustable bases carry a 10-year warranty, including the base in the PowerCool Sleep System.
How long is the warranty on MLILY pillows?
MLILY pillows are covered for 3 or 5 years, depending on the pillow's materials and cover. Check your pillow's product page or warranty card for its exact coverage.
How long is the warranty on MLILY bedding and toppers?
MLILY bedding is covered by a 3-year warranty, and MLILY mattress toppers are covered by a 5-year warranty.
What do I need to file an MLILY warranty claim?
Your contact information, proof of purchase, photos of the product, its law tags and the defect, photos of your foundation or base if applicable, and a written description of the issue.
Does the MLILY warranty cover shipping damage?
Yes. If your MLILY product arrives damaged, contact customer service right away to open a claim and receive a replacement.
Is the warranty the same if I buy from a retailer?
Yes. The same MLILY warranty applies whether you buy online at mlilyusa.com or from an authorized MLILY retailer.
How long does an MLILY warranty claim take?
Allow up to five business days for your claim to be processed. A member of MLILY's customer care team will then contact you to discuss it.
Does MLILY accept returns?
MLILY accepts returns only on products bought directly from mlilyusa.com that have not been opened. See the MLILY return policy for details. If you bought from a retailer, please check with that retailer about its own return policy. Product defects are covered by the MLILY warranty.
How do I contact MLILY customer service?
Call 877.475.7768, email csr@mlilyusa.com or use live chat on mlilyusa.com.
Sleep easy with MLILY
Try MLILY in person at more than 1,500 retail locations nationwide, with the same MLILY warranty wherever you buy.
