Frequently Asked Questions
Shipping & Returns
Absolutely! For any of the items we make, you will receive a shipping confirmation with your tracking information for your convenience. Please keep in mind that some vendor items ship separately.
Please note that our typical lead time for most products is 7-10 business days, and 1-3 weeks for mattresses. Lead times may very during different times of the year, so please contact us or check our Shipping Page for current lead times.
After this, ground shipping will take 1-8 business days, depending on your location. If we already have your item in stock, it can arrive at your doorstep in as fast as 3-4 days!
Lead time refers to the amount of time it takes to actually build the product. Because we hand make every item we sell, they are most often made to order. This means that once you place your order, our production team will build your product and then ship it straight to you! Check the product pages for specific lead times.
If you’re unhappy with your purchase for any reason, you may return most items for any reason within 30 days of your ship date. We will provide a return shipping label at no charge. Returns must be shipped back in the original packaging. For more information, please read our full return policy
You may request a return by filling out our Return Request Form on our Returns Page. A team member will review your request and then reach out to you via email.
Please double-check your proof of delivery through the tracking number provided to you. Sometimes your package may have accidentally gotten delivered to a neighbor, delivered to a side door, or to an office if you reside in a living complex. Please check all avenues and wait 24 hours before contacting us. Oftentimes, your package is just around the corner!
Sustainability
We believe in letting nothing go to waste. Our scraps are either repurposed for other products, donated, or available for sale on our Raw Materials Page when inventory allows.
Global Organic Textile Standard (GOTS) is a globally recognized certification that has both environmental and social standards. These standards apply to every step of the supply chain, down to the sheep and cotton farms! Read more about it here.
We strive to be as Zero Waste and carbon neutral as possible. As part of this initiative, we reuse any scrap materials and packaging materials received from vendors. We recycle and compost at all of our facilities. We only use chemical-free, natural products in our workspaces, from the trash bags to toilet paper! We refrain from using paper throughout our process, and any paper marketing tools that we do use are printed on 100% natural and recycled, unbleached paper. We source from as local as possible to reduce emissions, and we’ve also upgraded our production facility’s insulation to reduce energy consumption.
Your Order
Most orders ship within 7-10 business days, however, some products like Mattresses will have different lead times. You can view a product's lead time on our larger products on the product page.
Please contact us with any requests for shipping, and we are happy to see what can be done to accommodate your requests. Please note we are not able to accommodate every packaging request.
Please reach out to us at hello@soaringheart.com, or give us a call at 206-282-1717 so we can assist you with canceling or updating your order.
Please keep in mind that we can not change certain things on orders that have already shipped, such as billing or shipping addresses. Please keep in mind that some orders from our vendors cannot be canceled after they have been placed.
If your order has shipped and you would like to cancel it, you must wait until the delivery arrives, when you can either refuse the delivery or submit a Return Request after delivery.
We only charge sales tax on orders purchased or shipped to a location within the state of Washington. That tax is based on the location of the purchase. For any out-of-state purchases, sales tax would not be applied to the order, with the exception of if the customer is picking up the order in Washington.
For customers shopping with us in our Showroom that are tax-exempt, you can submit your receipt to The Department of Revenue.
A status tracker is included in your order confirmation email. If you are unable to locate that email, please contact us at hello@soaringheart.com and we can resend it to you!
You may also use the '?' button in the bottom right of your screen and choose 'Track my order' to get a status update.
We can answer any general product questions you may have, but we are unable to assist you with any orders you placed through one of our wholesale partners. Any questions regarding your order would be answered through the company you placed the order with.
Our Company & Products
Since 1982, Soaring Heart's mission is to provide you with a natural, non-toxic, and organic sleep solution. Each mattress, mattress topper, comforter, pillow, and mattress protector we make is handcrafted with care from certified and trusted organic and all natural ingredients right here in Washington. With more than 40 years of craftsmanship behind us, we stand behind the quality and longevity of everything we make. Find more information on our About Us page.
Customer Service Phone: 206-282-1717
Customer Service Email: hello@soaringheart.com
Customer Service Hours: 10a-6p Monday-Friday PST
Soaring Heart is a woman & veteran-owned small business that strives to provide natural, sustainable, handmade products for every customer and superior friendly customer service. We are transparent with our customers about our materials, production and supply chain, and offer personalized support through every step.
Our aim is always to make our products as affordable as possible, so that as many people as possible can enjoy sustainable, chemical-free comfort. However, there’s a few different factors that go into pricing products.
Our products are made with high quality materials that go through rigorous testing to ensure that they are free from harmful chemicals and chemical processes. We are also a fair wage USA manufacturer that is still considered a small business, as we hand-make our products with a team of less than 20 people. We feel that our pricing fairly reflects the quality of materials, craftsmanship, and time it takes to create them.
You can find our full care instructions on our Product Care page. Each product page will also have care instructions for that specific product.
You can try out our products in person at the Soaring Heart Natural Beds showrooms, located in Edmonds, WA and Seattle, WA, as well as Olympia Bed Store in Olympia, WA.
We also have several wholesale partners that sell our products, so that people across the country can have access to them in person. You can find our wholesale retailers on our Contact Us page.
Our Bestsellers include our Organic Latex Mattress, Organic Latex Topper, Deluxe Organic Wool Mattress Topper, and Royale Organic Latex & Wool Topper. Our Bestselling pillows include our Side Dreamer Pillow, Organic Wool Pillows, Organic Wool Bolus Pillows, and Natural Kapok Pillows.
We primarily use Organic Cotton, Wool, and Latex.
The Organic cotton for our fabric is grown in India, then milled and finished in a GOTS-certified facility in Pakistan.
Our GOTS-certified organic wool is sourced from New Zealand.
The latex we use is GOLS-certified Dunlop Latex and is sourced from Sri Lanka. Read more about Our Materials.
We do not currently offer free samples of our products, however, we do partner with many local nonprofits for donations. If you would like to sign up for our Affiliate Program you can do so here, and a member of our team will reach out to you if our values align!
On our Soaring Heart Natural Beds mattresses, we offer a 20-year Warranty against any manufacturing defects. Always use the proper support for your mattress to make sure your warranty remains valid.
How long a Wool topper will last you depends on personal preferences and the care you take of them. To increase longevity, we suggest rotating the topper head to toe when you change the sheets then flipping it over the next time you change the sheets. The more you rotate and flip the topper, the less compression and wear and tear will occur.
You should not feel the slats under the mattress. If you do, please check to see if the slats are at the correct spacing. If the slats are too far apart, you are likely to feel them or notice a change in the mattress.
For Shikibutons, we recommend using a Coco Mat or Tatami Mat as a layer between the Shikibuton and the slats if you are concerned about the feeling.
Per our warranty, the mattress must be on slats, however, some folks are comfortable adding a tatami mat between the mattress and the slats. The slats are required for proper support.
Miscellaneous
The welcome email code only applies to first time purchases with a first time email subscription. If you are a first time buyer and do not receive the code check your junk, spam, or promotion folder. If you still can not locate it, please contact customer service.
Submit a Custom Order Form with the details of your custom project. We will give you a quote based on labor and materials. Once the product has been purchased, all sales are final on the custom product. Please provide as much information upfront to ensure the process goes as smoothly as possible.
Protect your natural products and call a specialist based on your situation, as we cannot give advice on how to take care of these issues.
Please go to the affiliate link at the bottom of our website. Once you have filled out the form our team will determine if your ideas and values are aligned with ours as a company.
To find out what we have in stock at our showrooms, simply give us a call! You can also call to find out about special in-store only items such as sustainable home goods and baby accessorries.
Seattle Showrom - 206-282-1717
Edmonds Showroom - 425-292-2808