Frequently Asked Questions
Limited Non-Prorated Warranty
How Long is the Warranty?
The length of the warranty is based on the type of MLILY product purchased.
- Non-Legacy Mattresses : 10 Year Warranty
- Non-Legacy Pillows : 10 Year Warranty
- Protective Covers : 15 Year Warranty
- Mattress Toppers : 3 Year Warranty
- Adjustable Bases : 2 Year Warranty
What Does the Warranty Cover?
This limited warranty covers workmanship, manufacturer’s defects, and materials for a period of years depending on the type of MLILY USA product purchased. Sorry, there is no comfort guarantee expressed or implied through MLILY USA.
Download the Warranty Card
If you have lost the Warranty Card that came with your MLILY product please download another one HERE.
Experiencing an Issue with your MLILY Product?
You can begin a warranty claim HERE. You will be required to provide proof of original purchase from an Authorized Retailer, Premier Retailer, Authorized E-tailer, or MLILY USA. You may also need to supply images of your mattress and a description of the issue you have encountered.
Protect your investment when you shop online. Only MLILY USA is authorized to sell MLILY products online, those not sold directly do not come with a warranty. We recommend buying directly from a local MLILY retailer in your area. Online purchases made through MLILY USA guarantee that you are receiving genuine MLILY products and that your purchase is covered under our manufacturer’s warranty. If you purchase an MLILY product from an unauthorized retailer, your warranty will not be valid.
Buying from a Resller like Amazon, Craigslist, or Ebay?
Please remember: MLILY products purchased from any third party website, including but not limited to Amazon, Craig’s List, Overstock, or eBay are not covered by the MLILY Limited Warranty. The only exception to this is by purchasing directly through www.amazon.com/mlily.
Unpacking & Setup
How do I Setup my Adjustable Base?
Unpack the adjustable base in the room in will be going into if possible. Ensure that all legs are even and fully engaged with the bed frame before flipping the adjustable base over for use. Insert the batteries into the remote and pair it with the base.
How do I Pair the Remote to the Control Box?
Using the remote control push the HEAD UP and FOOT UP buttons simultaneously. While holding the HEAD UP and FOOT UP buttons push the blue pairing button on the pairing box. The pairing box, a small box approximately 1.25 x .75 inches and is located on the cord between the power supply and control box. On some models, it is a pairing oval instead of a box. The base will be paired when you hear a quick beep after holding the three buttons for just a few seconds.
How do I open the Box?
MLILY memory foam and innerspring products are compressed and vacuumed sealed for shipping convenience. Do not use a knife to open the rolled mattress.
Where should I Unpack?
Unpack your mattress in a well-ventilated area such as an open garage or porch, before moving it to your living space. All other MLILY products can be opened and setup in the space that they will be used in.
How Long should I let my Mattress “Air Out”?
An hour or two of fresh air will allow the slight ‘new mattress smell’ to dissipate. We strongly recommend waiting at least one hour before moving the mattress into your home or bedroom. Compressed foam particles need ventilation to expand, and can become trapped in closed spaces.
When will my MLILY product be Ready to Use?
Your mattress should be fully decompressed in about 24 hours, returning to its normal shape and size. Walking on the surface of your mattress, while it is positioned on the floor can speed this process. This is similar for pillows but will only take up to 8 hours. All other MLILY products should be ready to use once setup.
You may notice that the height of your mattress may not perfectly match the height described. All height measurements are based on the layers within and are rounded to the closest half inch. This is due to two factors – the rounded edge on our mattresses and the variation in pattern in the double jacquard fabrics utilized for the cover.
Maintenance & Support
Do I Need to Flip my Mattress?
MLILY mattresses are designed with a single sleeping surface, so there is no need to flip your mattress.
How Often should I Rotate my Mattress?
To promote longevity and even wearing, your mattress should be rotated 180 degrees every 3 months.
How to Clean the Mattress Cover
Most MLILY models feature a removable cover that can be dry cleaned. We do not recommend using an at-home washing machine, as our quilted foams can become dislodged. We recommend hand washing in cold water and hanging to dry for best results. The cover must be 100% dry before being put back on the MLILY mattress.
What Kind of Surface should my Mattress be on?
Your mattress must be supported by a firm flat foundation, such as a foundation box, semi-flex box spring, platform bed with adequate slats, or the floor. If your current box has any dips, sags, or soft spots it is time for a replacement. We recommend platform beds or an MLILY adjustable base to get the most out of your MLILY mattress.
Does MLILY make Box Springs?
No. MLILY does not provide foundations yet. However, any local mattress or furniture retailer will carry a variety of box solutions in stock.
How to Contact Us
How can I get in Touch with You?
We would love to hear from you. Please email us at firstname.lastname@example.org, and you will receive a response within 1 business day.
Do you have Phone Number?
We sure do. You may contact our customer support team at 877-475-7768. If we’re unable to answer right away, please leave us a message. We will return your call as soon as possible.
Terms & Conditions
Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Your Access To and Control Over information
You may opt-out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:
- See what data we have about you, if any.
- Change/correct any data we have about you.
- Have us delete any data we have about you.
- Express any concern you have about our use of your data.
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.
Products purchased directly from MLILYUSA.com, MLILYMATTRESS.com, or products purchased through an independent retailer are not eligible for RETURN. All sales are final, and all individual purchase policies apply only to the retailer where the original sale is made.
Orders are usually processed within 2 business, according to stock availability. Products purchased through MLILYUSA.com and MLILYMATTRESS.com will be shipped via FedEx Ground. Purchaser is responsible for all applicable shipping charges. Shipping times vary but the average delivery time is 2-5 days.