Frequently Asked Questions

Frequently Asked Questions

Warranty

 

Soaring Heart Natural Beds takes great pride in our craftsmanship and our products. We stand behind every stitch and tuft. All of our products are warranted against defective materials and/or workmanship for five years from the original date of purchase. If your product is found to have defective material and/or workmanship we will rebuild or replace your product (at our discretion) free of charge.

*Failure to follow Soaring Heart Natural Bed Company care instructions voids the Soaring Heart Guarantee and any subsequent warranty.

20 year Warranty

Soaring Heart warrants your new latex or innerspring mattress to be free from defects in materials and workmanship for 20 years from the original date of purchase. This warranty extends only to the original purchaser.

Should your mattress fail during the warranty period, Soaring Heart Natural Bed Company, at its option, will replace or repair the mattress or foundation at no charge other than transportation costs. Soaring Heart Natural Bed Company reserves the right to substitute materials or models of equal value and quality. Repair or replacement of the mattress does not extend the original warranty period.

Years 1-10 of this warranty are non-prorated and years 11-20 are prorated. Within the prorated period, Soaring Heart Natural Bed Company will repair or replace the mattress at a prorated cost of use of 1/20 of the original purchase price per year from the original date on the bill of sale.

To qualify for this warranty, the original purchaser must be using a Soaring Heart Mattress Pad, present proof of purchase for validation, and the law label and trade labels on the defective product must be intact. The mattress set must also be free of stains, soiling and tears. Please note, if you plan to use your Soaring Heart Natural Bed Company mattress on an existing slat foundation, slats must be at least 2" apart to validate the warranty. This distance provides optimal airflow and support of the mattress.

The warranty does not apply to:

          • Normal body signatures of 1½" deep or less.*

          • Firmness preference.

          • Allergies or sensitivities.

          • Cover (fabric).**

          • Stains or soil.

          • Burns.

          • Floor models or models sold “as is.”

*Normal body signatures are not a suggestion of structural failure. Rotating your Innerspring head to foot monthly will minimize the appearance of body signatures. Soaring Heart Natural Bed Company is not liable for incidental or consequential damages arising through the use of this product.

**The mattress cover is warranted for two (2) years against structural defects in the material or workmanship. Loose threads, pilling, normal body contouring, and stretching of fabrics are considered cosmetic flaws and are not covered.

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30 Day Comfort Guarantee

 

Soaring Heart Natural Beds' 30 Day Comfort Guarantee is an exchange program, not a return policy. You have 30 days from time of delivery to modify your mattress into a more suitable sleep system of equivalent or lesser value. Modifying your sleep system above the value of original purchase will incur additional cost of materials. 30 Day Comfort Guarantee is contingent upon the purchase of a Soaring Heart Mattress Pad in order to protect the mattress. Any stains or damage to mattress voids the 30 Day Comfort Guarantee. Fees will apply for any additional materials or restocking.

          • 30 Day Comfort Guarantee does not apply to discounted products, items sold "as is", or custom products.

Returns

          • Soaring Heart cannot accept returns on bedding unless damaged or defective.

          • Returned products are subject to a 30% restocking fee.

          • Customer is responsible for shipping charges on all returned items.

Rebuilds

Rebuild Services on Soaring Heart mattresses, futons, shikibutons, and toppers are available. Rebuild services for mattresses, futons, shikibutons, and toppers that are defective or under warranty are free, however cost of materials may be charged. For products not under warranty a labor charge of $60/hour plus all material costs will be applied.

All product rebuilds covered under warranty or otherwise are subject to inspection. Toppers and futons have an expected life of approximately ten (10) years before needing rebuilding. For proper care please see Soaring Heart Futon and Topper instructions. Click Here for more information on scheduling a rebuild.

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Shipping, Delivery & Mattress Removal

Free Shipping

Free shipping only applies to orders $300.00 and above and covers standard ground transit, typically a one week to ten day delivery period. Free shipping does not apply outside of the continental US, to Canada, or other to international destinations. Please call us for specific quotes to those destinations, we are happy to help find the most efficient way to deliver to your door!

National Carriers
 
Most twin & full beds, wool toppers, and smaller items ship via FedEx and FedEx will drop the package off at your door.

 

Most queen & king beds, all innerspring mattresses, Foundations and furniture ship via Seko WorldwideSeko Worldwide will call you once your purchase has arrived in your area to set up a delivery time. 

 

Local Delivery & Mattress Removal

Delivery within the Seattle area is provided by Soaring Heart Natural Bed Company. Our delivery team will contact you when your order has been completed to set up a delivery time and date. Delivery appointments can be up to a week out depending on schedule. Free local delivery is for curbside only. To have your order brought into your home or to have your order assembled, please choose In Home Delivery or White Glove Delivery.

Soaring Heart can remove your old mattress for a fee of $100.00 if you live in the Seattle area. If you do not choose the Local Mattress Removal option at check out the delivery driver can only accept cash payment. This service is for the SEATTLE AREA ONLY.

*Soaring Heart Natural Bed Company is not responsible and does not cover individual property or building restrictions and fees. Please contact your landlord or the necessary people for information pertaining to deliveries in your building or neighborhood.

Other Shipping & Delivery Options

You can request white glove* or inside delivery**options when you check out at additional cost. Frame Shipping is necessary for all orders that include frames or furniture.

*White Glove includes bringing your order into house and appropriate room as well as opening your packages and removing garbage (not old mattress). Assembly is only included if delivery is local.

**In Home Delivery includes bringing your order inside the door & does not include opening of packages, garbage removal, or assembly.

Receiving Your Purchase

When you receive your purchase, please inspect the packaging. If you see any rips in the plastic or cardboard or see any other shipping-related problems, please describe what you see on the bill of lading before you sign it, ask the driver to sign it, then call us immediately.

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Caring For Your Mattress

 


Always use a 100% natural fiber mattress pad

All Soaring Heart organic mattresses, organic futons, and organic shikibutons, require the use of a Organic Cotton Mattress Pad. The average person loses about a pint of moisture a night. Mattress pads absorb body oils and moister, preventing them from soaking into your mattress. One of our protective and washable mattress pads will double the life of your mattress, keeping it clean and dry for years to come.

Our 100% cotton mattress pads are absorbent and sturdy enough to last you for years while our Organic Wool Mattress Pads have the unique ability to absorb and disperse water vapor, wicking it away from the body while actively repelling liquid, so your bed will be doubly protected.

For use in cribs, toddlers' beds, for people with pets who sleep on the bed, or for customers who enjoy eating in bed, we recommend using both an organic wool mattress pad and a cotton mattress pad to protect against accidents. The cotton absorbs the spill as the wool repels what passes through.

Wash your mattress pad every other week or whenever you wash your sheets.

Air Circulation

Tatami Bed FrameTatami Bed Frame with Tatami Mat

All Soaring Heart mattresses must be kept on a slatted frame or foundation. Slatted frames and foundations allow for proper ventilation, creating air flow underneath the mattress, evaporating moisture, and avoiding condensation. Our bodies warm up our beds at night, but solid surfaces, such as floors, solid plywood or boat berths do not warm up at the same rate, which results in accumulation of condensation that cannot fully dry out. This not only leads to compaction, shortening the life of your mattress, but to the possible growth of mold and mildew.

Another option is the Tatami Bed Frame and Tatami Mat set up. Tatami Mats are made of compressed rice straw and woven rush grass and have been used for centuries in Japan as a durable, solid, breathable surface for traditional futons. They are particularly well-suited for use with organic shikibutons, as a single shikibuton can be uncomfortable on a slatted frame.

All mattresses, even the newer "no flip" mattresses, do in fact, need to be flipped. Flipping a mattress increases its lifespan and sustains its comfort. If a mattress is never flipped, the area of the bed where you sleep will compress and form body impressions over time. When not flipped, a mattress that is supposed to last for 20 years will only be comfortable for 5-10.

This is the reason we are so against mattresses with sewn on mattress toppers or pillow tops. A mattress topper needs to be flipped even more than a standard mattress due to its soft fibers and materials (which makes them less resistant to compression). Often when people have a mattress that is no longer comfortable, it is because the top layer has compressed; the actual mattress is still perfectly fine.

Organic Mattress


Mattress Toppers

Flip your mattress topper every other week or whenever you change your sheets. This will allow it to wear evenly and resist body impressions.

Organic Latex Mattress

The latex portion of your mattress, what we at Soaring Heart Natural Bed Company refer to as the "support layer", is very resilient and long lasting. Latex doesn't compress as fibers do, so there is little reason to worry about body impressions. Because of this, your latex support only needs to be flipped and rotated every six months to allow the cotton ticking underneath your mattress topper to have equal time exposed to air.

Organic Innerspring Mattresses

Innerspring mattresses need to be flipped once a month. Steel springs compress very slowly, but over time and with constant use, the springs will lose some of their resistance. Flip your mattress so that it can wear evenly.

To make sure your organic futon or shikibuton wears evenly, flip and rotate your bed once every week to two weeks. This will discourage body impressions and increase the life of your mattress.

Put your organic futon or shikibuton in the sun once or twice a year. Sunlight does an amazing job of reinvigorating the cotton and wool in a natural bed - wool especially regains a lot of springiness when it sits in the sun - as well as killing dust mites and mildew spores. Put your futon out on a sunny day with as much air circulating around it as possible (suspended over several chairs, on a hammock, or on a picnic table). Never leave your futon out overnight.

We've said this before, but it's worth mentioning again: do not put your futon directly on the floor for extended periods of time. Even if you don't see mildew or mold forming, it can be happening inside the mattress. Moisture exposure also accelerates compaction, reducing the lifespan of your organic futon or organic shikibuton.

Spot Cleaning/Sanitizing Accidents

Rubbing Alcohol

Sometimes accidents happen. When the unforeseen occurs, the best thing to do is spot clean the case with water and mild detergent. Then liberally saturate the soiled area with rubbing alcohol and allow it to dry. The alcohol will sanitize the area, and it will help evaporate the spill faster than it can penetrate the mattress.

About Mold and Mildew

Mold and mildew—mold, in particular—have the potential to cause a number of health problems and can affect each person differently. Allergic reactions are most common, but mold can also cause asthma attacks and severe illness in sensitive individuals.

Mold or mildew can grow in a bed if that bed does not have proper aeration, thus leading to moisture accumulation. To make sure your mattress is properly aerated, keep mattress on a slatted frame or foundation. Slats allow air to flow underneath the mattress, reducing condensation and allowing any moisture to evaporate. Using a Soaring Heart Mattress Pad will also reduce any moisture buildup.

Unfortunately, once mold or mildew is present, it's often too late to fix. However; if there's just a trace of mildew or mold starting to appear, there are several steps you can take to try to save your bed. Click here for some tips on removing mold or mildew.

Combatting Dust Mites

Dust mites are one of the most common sources of household allergens. They are microscopic creatures that live in any soft material, (upholstery, carpet, or stuffing) and survive by eating dead skin cells. The mites' excrement contains proteins that can cause allergic reactions. Dust mites love beds where they have a warm, damp environment and plenty of food.

Latex and wool are both unsuitable environments for dust mites. Any mattress you purchase from Soaring Heart that contains wool or latex will be naturally dust mite resistant. For all cotton futons or for people who are particularly sensitive, we recommend frequent vacuuming with a HEPA filter-equipped vacuum cleaner. Making sure your home environment isn't too humid, and removing cloth items from your bedroom will also go a long way towards reducing dust mites. Finally, regularly wash your sheets in hot water.

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What is a Futon?

Organic shikibuton and organic futon

What is a futon? It sounds like a simple question, but there is still some confusion about what constitutes a futon. Is the futon a couch? Is it a folding sofa frame? Is it just a bed without springs?

The answer to that question is actually fairly simple: the Japanese word for a traditional bed is futon, so, technically, futon simply means "bed". The parts include the shikibuton - the mattress; the kakebuton - the comforter; and the makura - the pillow. The shikibuton is the ancestor to what Americans call a futon. Traditionally, the cotton-filled futon is only about three inches thick, which makes a good firm bed, though they are generally too firm for side sleepers.

The common American idea of a futon is a sofa that doubles as a guest bed. This along with construction are what differentiates a futon from a standard mattress. Futons are made up of compressed layers of material, such as organic cotton, wool, and latex. These layers are then tufted in place to keep all the batting secure and insure a long lasting product. Being made of mostly natural fibers and with little latex, if any, futons require more maintenance, and need to be flipped at least once every other week. A futon mattress is generally on the firm side of the mattress spectrum and with proper care should last between 8 and 15 years.

We handcraft both shikibutons (the traditional Japanese style thin futon) and classic futons with various organic fills right here in our Seattle workshop. We make our futons with only the finest, locally sourced, organic and natural fibers; organic cotton, Eco-Wool, and natural and organic latex. We use no synthetics and no chemicals of any kind and the reason is simple, organic materials are better. A futon made with resilient organic cotton, wool, and latex will outlast the cheaper synthetic models by years, while maintaining their comfort and support.

Some companies offer futons with spring cores. These futons generally do not last very long as springs don't hold up to the riggers of folding and unfolding a futon set-up. If springs are desired, we recommend buying a traditional innerspring mattress, such as the Soaring Heart Signature Mattress, the Aspen, which is built to much higher standards and with superior organic and natural materials.

Finally, we will caution you that a futon is not a cheap substitute for a couch or a bed. Futons have earned a bad reputation as a cheap alternative to real furniture. As with everything else, you get what you pay for. Over 100 hours of artisan craftsmanship goes into every one of our organic futons, from the organic carding mill to our builders and they make great mattresses or couches. They are not cheap, but they will provide you with long lasting comfort and support.

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