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frequently asked questions

General Questions

How can I contact customer service?

Call our customer service team at (888) 975-8243 between 9am-5pm Mountain Standard Time Monday through Friday

How do I return a product?

We accept returns of any item within 120 days of purchase. Contact customer service with your receipt and/or Order ID number to return.

How do I file a warranty claim?

If you are filing a claim under the specific warranty for your product, contact customer service. You will need a copy of your receipt and/or Order ID number. We may ask you to take photos and send photos of your product in order to process the claim.

Mattresses and Mattress Toppers

What kind of frame would you recommend I use with my mattress?

Because memory foam mattresses are heavier, it is recommended that you use a sturdy frame with a flat, evenly-supported platform. Lucid® folding platforms are a great option, as they provide even support and eliminate the need for a box spring. Similar metal platform foundations work well, as do heavy-duty wooden platforms. A platform with slats will work if the slats are strong and close together.

Do I need a box spring with a memory foam mattress?

No. As long as the bed base or frame you are using provides adequate and even support for the mattress, you do not need a box spring.

What is the smell coming from my new mattress?

Memory foam products release, or off gas, organic compounds when they decompress. This smell lasts one to four days and is safe. The flexible polyurethane foam we use to make mattresses and mattress toppers is CertiPUR-US® certified, which means the foam has been independently tested for content of materials used, physical performance, and environmental stewardship. The flexible polyurethane foam is made without prohibited phthalates, ozone depleters, CFCs, formaldehyde, mercury, lead, or heavy metals and is low emission (VOCs) for indoor air quality.

Are your mattresses and mattress toppers hypoallergenic?

Our foam products are hypoallergenic. We recommend using mattress protectors to help control environmental factors like dust and skin flakes that can contribute to asthma and other allergens.

How long should I wait to sleep on my new mattress?

Lucid® mattresses are rolled and compressed to make shipping and set up easy. Once the packaging is removed, it takes up to 48 hours for the mattress to fully decompress. If your mattress is fully decompressed after 24 hours, it will not harm the mattress to sleep on it.

How do I clean my mattress?

The mattress can be spot cleaned with mild detergent and a damp cloth. Do not soak the mattress or cover. Dab away excess moisture with a dry cloth and allow time to air dry at room temperature away from heat or light. Please review the care instructions for your mattress cover before cleaning. We suggest a waterproof mattress protector to guard against stains from fluids and spills.

How do I clean my mattress cover?

Be sure to read the care instructions for your specific mattress cover. Some covers cannot be removed and/or washed. If your cover does not have a foam insert, the zippered cover can be machine washed with mild detergent in warm water. Tumble dry on low heat below 125 degrees. If your mattress cover has a quilted foam layer, the zippered cover should not be laundered. Doing so will damage the memory foam in the cover and void the warranty.

How can I protect my mattress from spills and stains?

The best way to protect your mattress investment is a waterproof mattress protector. Lucid® offers two waterproof protectors…

How long does it take to adjust to my new mattress?

Changing to any type of new mattress takes a brief adjustment period. Memory foam mattresses are designed to properly align the spine and neck. While the adjustment period is different for everyone, it could take 1 to 3 weeks to adjust to your new mattress.

How long does it take for my mattress to expand?

It is suggested that you open and expand the mattress in the room it will be located in. After removing your mattress from the packaging, place the mattress on a flat surface in a well-ventilated room and allow 48 hours for expansion.

Can I use a Lucid® mattress on an adjustable bed base?

Our entire line of mattresses are great options for adjustable or power base beds.

Can I use a Lucid® mattress on a futon?

Yes, but that will void the warranty if you are folding the mattress for a significant period of time or if there is insufficient support. We do not suggest you use a Lucid® mattress on a futon or sofa bed.

How do I set up my new mattress?

Place the box in the room where it will reside. Remove the outer carton. Place the mattress on a flat surface in a well-ventilated room. Carefully remove the plastic wrapping, taking care not to cut the mattress or cover. Be sure the non-slip side is on the bottom. Allow mattress to expand for 48 hours.

How firm is firm?

The firmness and plushness of a mattress is subjective based on personal preferences. Firm, medium and plush mattress descriptions are based on a comparison scale of all Lucid® mattresses. Memory foam feels different from a traditional spring mattress, and it is not suggested that you expect a plush memory foam mattress to have the same firmness of a plush innerspring mattress.

Can I use a heated mattress pad or electric blanket on my mattress?

Yes, but it could void the warranty and shorten the life of your mattress for example if it goes above 125 degrees.

Does my mattress need to be rotated?

We recommend you rotate your mattress 180 degrees from head to foot (not flipped over) periodically.

Can I put my mattress topper back in the canvas bag?

We heavily compress the mattresses to reduce shipping costs and without a compressing machine it is virtually impossible to get it back into the canvas bag. The handled bag makes shipping and moving the new mattress simpler. The bag is our gift to you, that you can use however you would like.

How do I clean my mattress topper?

Before cleaning your mattress topper, be sure to review the care instructions for your specific topper. In most cases, the mattress topper can be spot cleaned with mild detergent and a damp cloth.  Follow the on-product care tag to clean your mattress topper’s cover, as not all covers are removable and/or washable. We suggest a waterproof mattress protector to guard against stains from fluids and spills.

Mattress Protectors

How do I clean my mattress protector?

Use care instructions - it is machine washable, and tumble dry no hotter 125 degrees.

Can I use a heated mattress pad or electric blanket on my mattress protector?

Yes, but it could void the warranty and melt the waterproof backing if it goes above 125 degrees