Help Desk


Hello. What can we help you with?

If you think there’s a problem with your mattress, don’t lose sleep over it. We’ve got you covered. Here’s a simple way to determine the length of your warranty and its terms. Simply match the Warranty Code from your mattress’ law tag with the same code on the warranty schedule below.

I have a body impression. Is that normal?
The vast majority of settling of the components in your sleep system is going to happen within the first weeks of ownership. There should not be any more other than what you have unless your support system deteriorates. You should expect some degree of body signature, but deeper impressions will not occur. If they do, please contact the dealer where you originally purchased your sleep system.
My mattress looks like it’s sagging in the middle.
With James & Owen high-end luxury bedding, body impressions up to 1.5" are considered normal and desirable. Just like shoes that become more comfortable with age as they conform to your unique shape, our systems are designed to conform to your body instead of your body trying to conform to a sleep surface. To quote the Better Sleep Council on body impressions: "Many of today's top-quality mattresses use extraplush foams and fibers to create comfort layers designed to cradle your body and relieve pressure. In the first few weeks you sleep on a new mattress with extra comfort layers, you will likely notice some body impressions on the surface. These impressions are normal. They indicate that the comfort layers are conforming to your body as they are supposed to do, and shouldn't be considered a sign that something is wrong with your new mattress." James & Owen recommends rotating your mattress to eliminate the degree of body impressions.
My bed has an odor, where does this come from?
The foam that is used in the manufacturing process can experience some off-gassing but this should dissipate within a week. This only occurs when the mattress comes straight through production and is sent directly to the consumer. James & Owen does not warehouse inventory, our beds are produced as they are ordered from our retail accounts. We recommend airing the mattress out for a few days. If the odor persists, please contact the retailer where you originally purchased your sleep system.
What can I do if the mattress is too high for my bed?
The last thing you want to give up is the comfort of your James & Owen mattress. After all, what you are buying is the ability to feel great every morning, have more energy than the day before, and simply enjoy life. A thin, hard, boardy mattress will not allow this. There are several possible solutions to making your new James & Owen mattress work:
  • Use a low profile bed frame that is designed to lower your sleep system approximately 5”.
  • Consider using an extra-low profile box spring.
  • Talk with your sleep professional in the store and he or she may have other solutions they can suggest.
How often should I rotate my mattress?
We recommend that you rotate your James & Owen mattress to increase its comfort life and support performance. Body indentations are normal in new mattresses, and indicate that the mattress is contouring to your body contours. However, over time, the mattress tends to remember the contour shapes and tends to preserve them. To help minimize body impressions, mattresses should be turned occasionally throughout their life.
What kind of bed frame do I need?
If your mattress is a queen or king set, you will need to make sure that your frame has an extra center support in the middle. This support will help prevent the mattress from bowing and sagging. A centre support is required to comply with the warranty.
The following examples show different base types that are compliant with your warranty:
What is the best way to carry or move a mattress?
Always carry a mattress flat on its side. It’s easier to handle and less likely to get damaged. If you’re going to be dragging the mattress or moving it from location to location, be sure to wrap your mattress in plastic to prevent dirt and damage. When carring a mattress through a doorway try to not bend the mattress. Most mattresses can be gently flexed through doorways.
How should I protect my mattress?
A mattress pad and proper bed frame are the best ways to protect your mattress. Please read “What kind of bed frame do I need?” section for more details on the ideal bed frame. For the mattress pad, you can visit a local retailer and see the individual benefits of each.
Another way to protect your mattress is be keep it free and clear of any liquids.
What is the best way to clean my mattress?
We always recommend the use of a protective mattress pad—it’s your best way to keep your mattress clean. Should you need to clean it, you can vaccum the surface occassionally. If you must clean a stain, mix a small amount of dish soap with cold water and lightly dab the area. Be sure to not soak any water into the fabric. Soaking stains can lead to damaging the mattress.
Also please, avoid using dry cleaning fluids or any strong stain removal products, such as Magic Erasers on your mattress. The chemicals in these products could further damage the mattress cover as well as be harmful to you.
What is the warranty? What’s covered and how long?
At James & Owen, we make the mattress that makes you more comfortable, and that includes replacing or repairing any sleep set that fails to live to our high standards for quality, materials and workmanship. Please visit our Warranty page for more details about your warranty coverage. There you we’ll show you how to look up your exact length of warranty, coverage, and even how to file a warranty claim.
As a friendly reminder, we strongly urge that you retain a copy of your warranty card and your sales receipt for possible future reference and use.
What is the difference between a plush and a firm mattress?
Firm mattresses offer less “give” than a plush mattress. The feel is simply firmer than its counter part. The feel is also influenced by our own bodies. If you’re heavier set, you would find that a firm mattress offers superior support, for a refreshing nights sleep. We recommend trying both mattresses to see which “feel” you prefer.
Be sure to ask your local sales representative for a recommendation.
What is a pocket coil?
Pocket coil mattresses have become popular due to its ability to distribute the sleeper’s weight and motion throughout the spring system. The individual pocket coils prevent the transfer of vibrations from to another. Pocket coils are great at preventing an active sleeper from disturbing their partner. In contrast, the traditional innerspring mattress distributes the weight of the sleepers equally throughout the spring system. When a person sleeping on an innerspring mattress tosses and turns, his or her partner is likely to feel the transferred motion.
What is motion separation foam?
Motion separation foam is an enhancement to the pocket coil system. It separates the mattress into sleep zones where one doesn’t influence the other. This is especially good at preventing active sleepers from disturbing their partner.
Why is pocket coil better than foam?
Pocket coil systems offer more of the traditional floating feel that most people are more familiar with. They also provide a level of pressure relief and comfort you won’t find in any other coil support system. Pocket coil systems contour to your individual body and don’t minimize motion transfer so you will sleep undisturbed all night long. Pocket coil systems are also long proven and have a longer life than most sleep systems.
In contrast, foam mattresses have only begun to gain popularity and haven’t been proven to last as long. In most cases, low quality foam cores soften faster and create a sinking feeling. This is extremely unhealthy for the sleeper.
Do I need to buy a new box spring when I buy a new mattress?
It is not usually necessary to replace your box spring when replacing your mattress, but if you notice any defects like broken slats, sagging, or even hear a creak, then it is probably not providing your mattress with adequate support. Providing a proper support system for your mattress is key in maintaining its performance, so you may want to purchase a new box spring with your mattress for a “set” price.
When selecting your mattress, please note that it may be higher than your current box spring. As a result, you may want to consider a low profile base. Your mattress should rest at a confortable sitting height.

A mattress is an investment. Protect it.

It’s important to take care of your mattress. It ensures a healthier night’s sleep and protects the mattress from wear and tear. Here are some tips and tricks for caring for your mattress.


Lost your warranty card?

No worries, you can download a PDF of the warranty card below.


51 Stone Ridge Road
Woodbridge, Ontario, Canada
L4H 0A5