Most Commonly Asked Questions
What materials are used in the Recore™ mattress?
The top layer of Recore™ is engineered with synthetic latex foam, which gives you the supportive benefit of latex without the allergens. The second layer is a transitional layer of Vortex® cooling gel foam followed by a third layer of high-density support foam. The cover is a blend of polyester, spandex, poly-viscose, and SilverCharged® thread.
Is Recore CertiPUR-US® certified?
Yes. Recore’s layers have been certified by CertiPUR-US, which means they are:
• Low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million)
• Made without ozone depleters
• Made without PBDEs, TDCPP or TCEP (”Tris”) flame retardants
• Made without mercury, lead, and other heavy metals
• Made without formaldehyde
• Made without phthalates regulated by the Consumer Product Safety Commission
Why does Recore™ use silver in its cover?
Silver has been known for centuries to have antimicrobial properties. When infused into certain fabrics, silver keeps those same benefits. Recore’s™ SilverCharged® cover inhibits the growth and spread of bacteria and other microbial cultures on the surface of your mattress. This not only helps keep the top cover from degrading, it also keeps it more clean and odorless.
How do I set up my mattress when it arrives?
Setup is easy and fast. Simply carry the box with a friend or family member to the intended room. Open the cardboard box, lay it on its side, and slide out the vacuum-sealed bag. Place the bag on the foundation or boxspring and carefully cut away the outer plastic wrap. Unroll the flattened mattress in its intended position. Cut the inner plastic wrap and pull it away. The mattress will now begin to decompress.
Provide at least 30 minutes for mattress decompression before your first night; however, full comfort will be attained after 24 hours. Keep the plastic bag until your 120-night sleep trial is complete as the mattress will need to be placed back in the bag for return pickup.
How does the 120-night trial work?
The 120 night trial is our guarantee that comes with the purchase of your mattress. From the day of arrival, you have 120 nights to ensure the Recore™ mattress meets your needs. If you decide that it is not for you, we will arrange for it to be picked up and issue you a full refund.
It does take time to get used to a new sleep surface, and we want to make sure you experience the full effect of your mattress before making a final decision. We ask that customers sleep on their Recore™ for a minimum of 21 nights before initiating a return.
What kind of foundation do I need? Do I even need one?
Acceptable foundations include: adjustable bases; solid untreated wood platform beds; horizontally slatted systems with gaps no more than 3 inches apart and slats no less than 2 inches wide; non-flexing box springs that are in good repair; foundations specifically designed for memory foam or latex beds.
For queen, king, and California king mattresses, platform beds and slat systems require at least one centre support beam. Platform beds and adjustable bases made of wired metal are not acceptable.
If you do not wish to use a foundation, your mattress can be placed directly on the floor; however, this option is not suggested if there is a risk of moisture build up (i.e. on a concrete floor).
Who will remove my mattress if I decide to return it?
We have a network of local movers, charities, and community organizations across Canada who will pickup your mattress from your home.
Do I need to use a mattress protector during my trial?
While not necessary, we strongly recommend you use a protector as we will not accept returns of mattresses that have been damaged or stained.
What are the shipping costs?
Shipping is free to most locations throughout Canada. For some remote areas, we do charge a shipping fee. Should you have concerns regarding your location, please reach out to our customer care team.
Why can't I return the mattress sooner?
It is common for some sleepers to take extra time to adjust to their new mattress. Because of this, we require that customers take at least 21 days to try their mattress before initiating a return.
Do I have to pay for the return?
Will I receive a full refund after the mattress has been returned?
Yes; however, we will not refund extra shipping fees or fees we incur when picking up your mattress from an address that is different than the original shipping address.
Do you offer financing?
Yes, interest-free financing is an option at checkout.
Is there off-gassing?
Most customers report little to no off-gassing upon unboxing their Recore mattress; however, a small percentage might notice a faint odour at first. This scent will dissipate within 24 hours after unboxing. Recore’s layers are CertiPUR-US® certified. They contain no harmful chemicals or heavy metals, nor do they negatively affect air quality.
How often should I rotate my mattress?
On average, we suggest rotating your mattress every 4 to 6 months. The mattress may need to be rotated more often (about every 3 months) should there be a significant weight difference between individuals sharing the bed. Remember, don’t flip the mattress; only rotate it 180 degrees.
Is there an adjustment period?
It can take up to 30 days to adjust to a new mattress, and that is why we ask our customers to sleep on the mattress for at least 21 nights before initiating a return. Should you wish to speed up the break-in process, our customer care team can offer some helpful tips.
I’m allergic to latex. Is there any latex in this mattress to trigger my allergies?
Not to worry! We use synthetic latex in our mattress, which is allergen free and CertiPUR-US® certified.
What is the weight limit for the Recore™ mattress?
Our mattress can hold up to 500 lbs. total.
Where in Canada is the Recore™ made?
Our head office is located in Edmonton and our mattresses are manufactured and shipped from Montreal.
Will I need another person to lift or set up the mattress?
Though it may be possible for some individuals to move, unbox, and set up smaller mattress on their own, we recommend having a second person on hand especially for Queen and King sizes. For additional information, please refer to the dimensions section on the product page.
How do I clean my Recore™ mattress?
Recore™ comes equipped with a removable, machine-washable top cover. Simply unzip and remove the top cover, wash it on a gentle cycle, and either tumble dry it on low or leave it out to air-dry.
To spot-clean the bottom cover of your mattress, we suggest using a mild fabric cleaner or baking soda. The bottom cover should never be machine washed, as the size of it will be difficult to fit safely in a household washing machine. If cleaning is necessary, please take it to your local dry cleaner.
My mattress got more firm the day after I unboxed it. Is this normal?
This is common across all compressed mattresses. The foam layers need roughly 24 hours to fully expand and settle.
Purchase, shipping and delivery
Is there anywhere I can try out Recore™ before purchase?
The best place to try our mattress is in the comfort of your bedroom. We are online only and offer a 120-night in-home trial. This lets you experience the full effect of your Recore™ at your own pace, without any of the outside influence or sales pressure you might find in a retail store.
Are returns free?
Yes, returns are free within the 120-night trial. We do ask that you sleep on your Recore™ for at least 21 nights before initiating a return.
Accessories & Adjustable Beds
These items are subject to product-specific return fees as outlined in our in our Purchase Policy. Unopened accessories can be returned within the timeframe listed in this policy. Returns are not available for pillows, mattress protectors, or adjustable beds once their packaging has been opened.
How do I initiate a return?
Contact us between nights 21 to 120 of your sleep trial. We will arrange for your Recore™ to be donated wherever possible. Once removed from your home, we will provide a full refund. The return timeline can vary depending on your location and what local services are available. To get started, simply log into your account, email us, or call our customer care team with your order number in the subject line. We will respond within 1 or 2 business days to arrange the return.
Where does my mattress go when I return it?
We do not restock or resell returned mattresses. Instead, we pay it forward to your local community by donating returned mattresses to a charitable organization wherever possible. Should we not be able to do this due to municipal or provincial restrictions, our mattress is fully recyclable, and we will have a trusted recycling partner come and pick it up.
How long does it take to get a refund?
Once the mattress has been removed from your home, your refund will be requested within 2 business days. Once processed, it can take 2 to 5 business days for it to be reflected on your banking records (depending on your financial institution). We can issue your refund only to the original payment method.
When should I place my order if I’m moving?
It can take up to 5 business days for us to process your order, plus another 1 to 5 business days for it to travel to you (depending on your location). For information regarding shipping times to your location, please reach out to our customer care team.
Do I need to be home to accept my delivery?
In most locations, a signature is not required and you do not have to be home to accept your order. To find out if there are any exceptions that apply to your location, please contact us.
What should I expect on delivery day?
It’s the day you’ve been waiting for! Your new Recore products are on their way and will be delivered to your building today. The drivers will leave your package(s) right at your door if they feel it’s safe to do so. In the event that delivery is not possible, the driver will attempt redelivery or will leave your package(s) at your local pick up center for you to collect at your convenience. Please remember to follow all instructions on any shipping note or delivery notice left on your door or in your mailbox. Drivers will not be able to carry your new Recore products up flights of stairs or to your bedroom nor will they be able to unbox your package(s) for you.
What should I do if my product arrives damaged?
It’s normal for the mattress box to arrive with signs of wear and tear. Even small punctures to the cardboard are normal, though this typically does not affect the mattress, which is protected inside the box with additional packaging. However, if you discover that the mattress itself has arrived damaged, contact our customer care team immediately.
Do you ship to PO boxes?
Due to the oversized nature of our packages, Douglas cannot guarantee delivery to PO boxes. If you require shipment to a PO box, please contact our customer care team for assistance.
Recore™ is protected under one of the most generous and comprehensive mattress warranties in Canada.
Risk-free, and we mean it. Returns are fast, free, and full. We will also arrange to pick up the mattress.
Made in Canada
Recore™ is entirely designed and assembled in Canada, made from many local materials by veteran mattress makers.
Champion Customer Care
Expert knowledge, readily available. Our Canadian-based support team is always ready to help you.
Maximum Comfort for Peak Performance
Ships From Canada
Convenient Payment Options