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Frequently Asked Questions

Mattress

Our Products

  • Mattress
  • Pillows
  • Sheets & Duvet

General

  • Orders & Coupon Codes
  • Delivery
  • Returns
  • Warranty
  • B2B
  • About Us

Mattress

What certifications does the mattress have?
All our mattresses are certified by OEKO-TEX® Standard 100 and CertiPUR-US® which means each mattress is free of harmful chemicals and materials and is 100% safe for you and your loved ones.
What type of testing has been done on your mattress?
In-house research and lab testing is completed at our R&D facilities in San Francisco, California, while actual sleep tests are completed in Hong Kong to ensure our mattress matches the firmness preferences of Hong Kong sleepers. For more information, please see How We Design Our Products.

In addition, independent third party lab tests for durability show that our mattress does not sag, dip, or get damaged in any meaningful way after a simulated 12 years of use. All Hush Home mattresses come with a 12-year HushCare Warranty. [include link]
Is your mattress hypoallergenic and resistant to dust mites??
Yes, completely. All materials in the mattress are resistant to dust mites and have been developed to have hypoallergenic, antibacterial and antimicrobial properties. You can rest easy knowing you and your loved ones are safe.
Why are mattresses in department stores and retail shops so much more expensive?
Unlike traditional mattress retailers, we sell primarily online. By cutting out expensive showrooms and commission-based sales people, we can offer your a premium mattress at less than ⅓ of the price you would pay in a store.

In addition, our 100-Night Guarantee ensures you’re fully satisfied with your mattress before you decide to keep it.
How do I choose between your mattress and other mattresses sold online?
Choosing a mattress is an incredibly personal decision. If you are considering our mattress and another brand's, we want you to make the right choice. We recommend you consider how you sleep and research your options and email any questions to us at goodmorning@hushhome.com. If you believe our mattress is the right choice for you, you can try it in your own home risk free for 100 nights before you decide whether you're happy. At the end of the day, we want you to sleep better so it's important to us that you make the right choice!

(That said, we are frequently asked how to compare different online mattress brands. We admit it's difficult when different online brands all sell practically the same type of mattress and make the same marketing claims. Although our mattress is primarily sold online (so we can offer you a lower price), we don't consider our mattress to be same type of mattress as these bed-in-a-box brands. Our mattress is featured in hotels and employs premium build techniques such as pocket coil technology, EdgeSupport, and hand-tufted comfort layers. For a snapshot of how our mattress is different, we invite you to check out our Mattress Comparison Guide.)
Will my mattress be delivered in a box?
No, because our mattresses employ premium build techniques such as pocket coil technology, EdgeSupport, and hand-tufted comfort layers, we do not roll the mattress into a box. This is a good thing -- trust us, you’ll feel the difference.

In addition, rather than deliver your mattresses to you via a courier, we use a white-glove delivery service in Hong Kong that will hand-deliver your mattress, install it, and (if requested) remove your existing mattress.
When will my mattress be delivered?
Our mattress can be delivered free as early as the next working day, Monday to Saturday. You may schedule your preferred delivery date and time during checkout.
How does your free white-glove delivery work?
We offer a free white-glove delivery service for your mattress anywhere in Hong Kong. Here’s how it works:

Step 1: When you place an order, we’ll ask you your preferred delivery time. You can schedule any convenient time slot as early as the next working day, Monday to Saturday: 9AM - noon, noon - 3PM, or 3PM - 6PM.

Step 2: Once we receive your order, we’ll give you a call to confirm your delivery time and any special instructions.

Step 3: On your delivery date, we call you in advance to let you know we’re on our way.

Step 4: When we’re at your home, we set up your new mattress for you. We can even remove your old mattress. Voila! You can immediately fall asleep.
Do you deliver your mattress to remote areas in Hong Kong?
Yes we do. There will be an extra charge for delivery to outlying islands, South Lantau and Discovery Bay. Please email us at goodmorning@hushhome.com when placing the order.
Will you remove my existing mattress?
Yes, we offer removal services at cost as part of our white-glove delivery service in Hong Kong.

If your used mattress is in good condition, we will make sure your mattress is donated to a local charity supporting men, women, and children that are in need of a better place to sleep. Otherwise, we will send your used mattress to a professional recycling service.
I don’t live in Hong Kong. Can I still order your mattress?
Currently, we offer our free white-glove delivery only to Hong Kong customers.

If you are interested in ordering a mattress outside of Hong Kong, please email goodmorning@hushhome.com and we will provide a price quotation which includes the cost of delivery. Orders outside of Hong Kong will incur a lead time of 6 to 8 weeks for delivery, and once confirmed, cannot be cancelled or refunded. In addition, our 100-Night Guarantee is unavailable for these orders.
Do you make custom sizes?
Yes, we can custom make your mattress to a specific length and width. Please contact goodmorning@hushhome.com and we’re will be happy to provide a price quotation.

Custom orders will incur a lead time of 6 to 8 weeks for delivery, and once confirmed, your order cannot be cancelled or refunded. Our 100-Night Guarantee is unavailable for custom orders, but our mattress is of course still covered by our 12-year HushCare Warranty.
How do I set up my mattress?
You don't have to do anything! Because we use a white-glove delivery service that will hand-deliver your mattress, set it up in your bed, and (if requested) remove your existing mattress, all you need to do is plop down, get comfortable, and fall asleep.
What type of bed frame or base should I use?
Our BackSupport Mattress is designed to be used with any flat, stable surface.

We recommend either a flat platform bed, box springs, or a slatted base frame with slats no more than 7 cm apart.
Should I flip or rotate my mattress?
Our BackSupport Mattress uses a no-flip design, so no flipping is required. We do recommend that you rotate your mattress every 3 months to increase the lifespan of your mattress.
How much weight can your mattress hold?
We believe in better sleep for everyone. Our mattress has been specially developed to support all shapes, sizes, and weights. Therefore, Hush Home mattresses do not have an upper weight limit.
I have specific medical problems. How will your mattress work for me?
Every medical condition is unique in nature, so it’s difficult to say. We’ve had many, many Hush Home customers notice an immediate relief in back pain, but we’ve also had some report no noticeable difference.

Feel free to speak with a doctor or medical professional about your specific problems.
Can I try the mattress first before purchasing?
Yes, you can visit our stores and try our products hassle-free.
Do you offer a warranty on your mattress?
You can rest easy. Your mattress is covered by our 12-year HushCare Warranty.

Pillows

What certification do your pillows have?
All our pillows are certified by CertiPUR-US®.
What type of testing has been done on your pillows?
In-house research and lab testing is completed at our R&D facilities in San Francisco, California, while actual sleep tests are completed in different international markets to ensure our pillows match the comfort preferences of the majority of sleepers. For more information, please see How We Design Our Products.

In addition, independent third party lab tests have certified our memory foam meets CertiPUR-US® guidelines and are free of harmful chemicals and materials.
How do I choose between the Miracle Pillow and the OnePillow?
It's hard to choose. Both pillows are comfortable and supportive, and both pillows feature a unique combination of memory foam and extra soft microfiber that allow you to personalize your sleep. Sleepers who prefer traditional pillows (such as feather or down pillows) typically choose the OnePillow and sleepers who prefer memory foam pilows typically choose the Miracle Pillow.
Which pillow is best for my sleep position?
Many people move around when they sleep or switch sleeping positions, so it’s often difficult to find the perfect pillow.
The good news is we designed our pillows to adapt to every sleep position. Both pillows include a layer of memory foam that contours around your head and neck to provide proper support whether you’re sleeping on your back, side, stomach, or anything in between. The OnePillow offers an extra level of personalization by allowing you to choose your primary sleep position, although it still works great in your non-primary sleep positions due to its innovative use of an adjustable middle support layer.
We recommend choosing your pillow based on your preference for feel. If you typically prefer traditional pillows, choose the OnePillow. If you typically prefer memory foam pillows, choose the Miracle Pillow.
What is the down-like microfiber you use in your pillows?
We're very proud of our down-like microfiber, which mimics natural down. Whereas natural down uses natural fibers from geese or duck (we use white goose down for our down products), our microfiber uses high-grade synthetic fibers that have been shaved to mimic the texture of down. We use millions of microfibers in our pillows. Each microfiber measures less than 1 dernier in diameter (or 10 micrometers, which is 1/5 the diameter of a typical strand of your hair) to give it that airy weight, downy feel, and soft, silky texture.

Aside from being slightly more affordable than a natural down, our hypoallergnic microfiber is preferred by people with allergies or those who prefer not to purchase products made from animals.
I have specific medical problems. How will your pillows work for me?
Every medical condition is unique in nature, so it’s difficult to say. We’ve had many, many Hush Home customers notice an immediate relief in sleep apnea, snoring, and neck pain, but we’ve also had some report no noticeable difference.

Feel free to speak with a doctor or medical professional about your specific problems.
What is the warranty on your pillows?
All our pillows are covered by our 2-year HushCare warranty.

Sheets & Duvet

What certification does your bedding have?
All our sheets and duvets are certified by OEKO-TEX® Standard 100, which means each item is free of harmful chemicals and materials and 100% safe for you and your loved ones.
What type of testing has been done on your bedding?
In-house research and lab testing is completed at our R&D facilities in San Francisco, California, while actual sleep tests are completed in different international markets to ensure our pillows match the comfort preferences of the majority of sleepers. For more information, please see How We Design Our Products.

In addition, independent third party lab tests have certified our cotton and other fabrics meet OEKO-TEX® Standard 100 guidelines and are gentle to your skin.
Is your bedding really featured in luxury hotels?
Yes, our manufacturing facilities supply to high-end hotels such as St. Regis, Shangri-La, Ritz-Carlton, Park Hyatt, Peninsula, JW Marriot, Intercontinental, Hilton, and Four Seasons. These hotels trust the quality of the cotton, the international manufacturing standards, and the craftmanship and precision of cutting and sewing at our facilities.

Unlike typical bedding manufactured for home use, our bedding is manufactured to be five-star hotel quality. That makes a drastic difference. It means we can provide the true thread count, ply number, and staple length of our cotton as well as guarantee our sheets can undergo a minimum of 300 high-temperature washes.

Moreover, because we take advantage of volume discounts from recurring orders by large luxury hotels, we can offer luxury bedding to you at a fraction of the going rate.
What are the dimensions of your sheets?
Please check our product page for the current sheet dimensions we have in stock.

Duvet covers, flat sheets, and pillowcases are sized to international standards and will fit on most beds around the world. Fitted sheets are sized to bed sizes in your region. If your region is not listed here, please email us at goodmorning@hushhome.com and we will be happy to help you find the nearest-sized fitted or flat sheet.
Are all your sheets white?
Yes. One of the secrets of high-end hotels is their use of all-white sheets. In the 1990s, luxury hotel chains experimented with using all-white sheets and discovered a surprising revelation: white sheets actually helped their guests sleep better. Moreover, from a design perspective, white sheets contrast beautifully with neutral tones and are easy to accessorize with colored pillows and throws.
I've never ordered luxury sheets before. What should I expect?
Luxury sheets made from 100% 1-ply long-staple cotton are different from other sheets you may have purchased in the past. By choosing us, you're experiencing cotton in its purest and most natural form. Unlike polyester sheets or cotton/poly blends, you will be delighted to discover our cotton sheets get better the more you use them. Natural cotton, especially long-staple cotton, softens with use and washing. The natural wrinkles mellow with time. That means each and every night, you'll slip away to increasingly comfortable sleep.
What is the down-like microfiber you use in your duvet?
We're very proud of our down-like microfiber, which mimics natural down. Whereas natural down uses natural fibers from geese or duck (we use white goose down for our down products), our microfiber uses high-grade synthetic fibers that have been shaved to mimic the texture and warmth of down. We use millions of microfibers in our duvets. Each microfiber measures less than 1 dernier in diameter (or 10 micrometers, which is 1/5 the diameter of a typical strand of your hair) to give it a temperature profile almost identical to natural down.

Aside from being slightly more affordable than a natural down, our hypoallergnic microfiber is preferred by people with allergies or those who prefer not to products made from animals.
What is the warranty on your bedding products?
All our sheets are covered by a 2-year HushCare Warranty and our duvets are covered by a 5-year Hushcare Warranty.

Orders & Coupon Codes

What methods of payment do you accept?
We accept all major credit cards as well as Paypal.

Please note we only accept one form of payment per order.
I can't check out. How can I place my order?
If our website is not working properly for you, please feel free to email goodmorning@hushhome.com and we will glady process your order over email or phone.
What if I need to modify my order?
If you would like to change your delivery address or add or remove items to your existing order, please email us at goodmorning@hushhome.com. Because we often fulfill orders on the same day, requested changes are not guaranteed.
What if I need to cancel my order?
If you would like to cancel your order, please contact us at goodmorning@hushhome.com within 30 minutes of placing your order. Because we often fulfill orders on the same day, order cancellation is not guaranteed.
I want to buy pillows or bedding as a gift. Do you offer gift wrapping and will the recipient see the prices of the products?
All of our orders come beautifully packaged with a reusable Hush laundry bag, because we think of all of our products as a gift, whether for you or a loved one.

For prices, yes, international shipping norms require us to declare a customs value. We do our best to follow each country's tax and duty laws while also minimizing any potential taxes.
I want to order your BackSupport Mattress, but cannot check out for some reason. What's going on?
Currently, we offer our BackSupport Mattress only to customers in Hong Kong. We are working very hard to offer the mattress in other countries. If you live outside of Hong Kong but want to experience improved sleep on our BackSupport Mattress, please email us at goodmorning@hushhome.com to inquire about the cost of shipping a mattress to your country.
May I pay in my local currency?
All the prices on our website are in US$ and our payment systems process orders in US$. Any local currency prices on our website are based on real-time reference rates only. The actual conversion to your local currency will be completed by your bank or credit card.
How do I use or redeem my coupon code?
At checkout, click "Enter a coupon code", type your coupon code into the empty field, and select "Apply".
May I use 2 coupon codes on 1 order?
Our automated systems will only allow one coupon code per order. Make sure you use the offer that gives you the best deal!
I previously stayed at your partner hotel, Osaka Hinode Hotel, but forgot the coupon code. What should I do?
Don't worry. Please email us at goodmorning@hushhome.com. We will verify that you stayed at our partner hotel and apply a discount to your order!

Delivery

Do you ship your pillows and bedding products worldwide?
Yes, we are an international website and ship to most countries around the world. We work very hard with our logistics partners to offer low shipping costs to where you live and sleep:

● If you sleep in Hong Kong, shipping is US$5.
● If you sleep in another country in Asia, shipping is US$10.
● If you sleep in the rest of the world, shipping is US$20.

If you you enter your delivery address and no shipping option shows, that means we are still working on integrating your country into our automated system. Please email us at goodmorning@hushhome.com and we can process your order over email or phone.
Why do we ship from Hong Kong?
We chose Hong Kong as our global logistics hub because of the savings we could pass onto you.

Because Hong Kong is the largest shipping port in the world as well as a free port, we take advantage of volume discounts and no-duty regulations -- discounts that we pass straight to you.
When is my order shipping?
For pillows and bedding, as long as all of your items are in stock, you'll receive a shipping confirmation email with tracking information within 1 - 2 business days.

If one of your items is not currently in stock, your entire order will ship when that item is back in stock. If you need part of your order more quickly, please email us at goodmorning@hushhome.com and we'll let you know if there's a way to make that happen!

For mattresses, we offer free white-glove delivery, which can be scheduled as early as the next working day, Monday to Saturday. You may schedule your preferred delivery date and time during checkout.
My order didn't ship yet. May I add an item?
For your own security, we don't store credit card information on file, so the best way to add to an existing order is to place a new order on our website. If we get the order in time, we will try to ship both packages together.
When will I receive my order?
We prioritize all orders and try to deliver them as soon as possible.

For pillows and bedding products, to give you as much information as possible on when you will receive your package, we provide an estimated delivery time at checkout as well as tracking information once your order ships.

For mattresses, we offer free white-glove delivery, which can be scheduled as early as the next working day, Monday to Saturday. You may schedule your preferred delivery date and time during checkout.
I want to change my delivery address. What do I do?
Please email us at goodmorning@hushhome.com. Because we often fulfill orders on the same day, delivery address changes are not guaranteed.
Duties and tax -- how does this work?
We work hard to make sure all duties and tax are are accommodated in the cost of your order while also following the laws in your country. Each country's laws are different and the declared value of your order may differ from the price charged to you at checkout.

The good news is that for the most part, duties and tax are included in your order. If your order requires additional duties and tax to be paid, you will be required to pay them at the time of delivery. Because the addressee is required to pay these additional duties and tax, we cannot grant any requests for returns or refunds based on a customer's refusal to pay these additional duties and tax.

Below is a list of popular destination countries which may require additional duties and tax to be paid:

• Japan
• China
• Indonesia
• Canada
• UK

*For delivery of pillow, sheets and duvet to mainland China, your tax ID might be required for custom clearance.

Returns

How does the 100-Night Guarantee work?
Lounge on your mattress, dream on your pillow, sleep on your sheets -- you can try all our sleep products in the comfort of your home for 100 nights.

Our 100-Night Guarantee is our way to make sure you’re 100% comfortable when purchasing from Hush Home.

If you decide one of our mattresses isn’t for you, we’ll send our team to remove the mattress and donate it to a local charity serving men, women, and children that are homeless or in need.

If you’re not fully satisfied with one of our pillow or bedding products, we ask that you donate the item to your favorite local charity.

Either way, your original form of payment will be refunded minus any applicable processing fees.

Your 100-Night Guarantee will start on your delivery date. We hope you enjoy your sleep!
What is your return process for mattresses?
If you are not fully satisfied with your mattress within the 100-night period, please email us at goodmorning@hushhome.com and we will arrange a pick up from your home. Because a used mattress cannot be resold, we will donate your mattress to a local charity that can provide a clean and comfortable bed to those in need. Your used mattress should be in reasonably good condition and not damaged or stained. Returns of used mattresses will be refunded minus a processing fee of US$39.99. The processing fee covers the pickup fee, storage, and delivery of your used mattress to a local charity.

Any special delivery charges you may have paid at the time of delivery are nonrefundable.

To be eligible for a mattress return, we request that you try your new mattress for at least 30 days before submitting a request, as it can take some time for your body to adjust to a new sleeping surface.

Returns are only applicable on a customer’s first order.

We are also happy to offer you an exchange for size increases or decreases once during your 100-night guarantee.

To be eligible for an exchange, the original mattress must be returned at the same time as delivery of the new mattress. Because your original mattress cannot be resold, we will donate your mattress to a local charity. Your original mattress should be in reasonably good condition and not damaged or stained.

We will refund or charge you any price difference between the two sizes plus a processing fee of US$39.99.

Any products delivered outside of Hong Kong are not eligible for returns or exchanges.

Custom-sized mattresses are not eligible for returns or exchanges.
What is the return process for pillows and bedding?
If you are not fully satisfied with your pillows and bedding within the 100-night period, we are happy to process returns. Because washed and used items cannot be resold, we ask that you donate these items to your favorite local charity so we can ensure another person gets a great night's rest. This is our way to make sure all “returned” items will see a new life helping another person. The donated item should be in reasonably good condition and not damaged or stained. Please email goodmorning@hushhome.com to process your return.

Returns of all items will be refunded minus a processing fee of US$9.99. While we would love to be able to offer free returns for everyone, everywhere, we think it is preferable to charge a small processing fee so we can keep our commitment to you to offer the luxury hotel quality products at low prices.

In the event of a return, shipping and duty charges are nonrefundable.

To be eligible for a return, we request that you try your pillows and bedding for at least 14 days before submitting a request, as it can take some time for you to adjust to a new pillow or bedding.

Returns are only applicable on a customer on a customer’s first order.

Exchanges are processed the same way as returns, although the customer may be responsible for any price difference. Please email goodmorning@hushhome.com to process an exchange.
I love most of the items I ordered but want to return 1 item. Is that OK?
That's perfectly fine! We want to make sure you're falling asleep 100% satisfied. If less than all the items ordered by a customer are returned, the cost of the original order minus discounts will be split proportionately between all items based on each item's list price and the cost of the returned items will be refunded. For example, in a Buy 1 Get 1 promotion where the list price of the items is the same, if a customer returns 1 item, then 50% of the original order minus discounts will be refunded, whereas in a Buy 1 Get 1 promotion where the list price of the returned item is 75% of the list price of the total order, then 75% of the original order minus discounts will be refunded.
Do I need to keep any of the original packaging when I return an item?
Nope, you don’t need to keep any packaging, but please do make sure the returned product is in good enough condition to donate.

Also, the Hush Home laundry bag that shipped with your item is yours to keep.
What happens to returned products?
We never resell a used product.

All returned products are donated to a local charity to ensure another person has a great night’s rest.

Warranty

Are Hush Home products covered by a warranty?
Yes, all our products are covered by our world-class HushCare Warranty, for the periods listed below:

● Your new mattress: 12 years
● Your new pillow: 2 years
● Your new sheets: 2 years
● Your new duvet: 5 years
What are the terms and conditions of the HushCare Warranty?
A. Hush Home warrants its products against the defects in material and workmanship set forth below (“Defects”) for the time period set forth below from the time the product is purchased by you so long as the product is used normally for its intended purpose. For mattresses, normal use means that the mattress has been placed on flat, stable bed base that is structurally capable of supporting the weight of the Mattress and user(s).

B. This limited warranty is valid only for the original purchaser from the original purchase date of a product that is purchased directly from Hush Home and is non-transferable. If the original purchaser sells or relinquishes ownership of the product to another, the subsequent owner accepts the product “as is”. The following are the time periods for which the limited warranty is valid: for a new mattress, 12 years; for a new pillow, 2 years; for a new sheets product, 2 years; and for a new duvet, 5 years.

C. This limited warranty covers the following Defects:
● Physical flaws in the craftmanship of the product that causes permanent damage despite proper set-up and normal use
● For mattresses, a visible indentation or sag of 25 mm or larger when no weight is applied onto the mattress


D. This limited warranty does not cover the following:
● A normal increase in softness or settling of materials, or any normal wear and tear;
● Comfort preferences;
● Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, stains, bending, folding, standing or jumping on the product;
● Damage caused by washing, drying, or high temperature treatment;
● Any product (whether manufactured by Hush Home or not) sold by resellers;
● Minor manufacturing discrepancies or cosmetic flaws, such as uneven stitches;
● Odor (some of the materials used in our products have a natural odor);
● For mattresses, damage caused by using an improper base or foundation to support the mattress; and
● For mattresses, usage outside of Hong Kong.

E. During the limited warranty period applicable to a pillow, sheet product, or duvets, Hush Home will, at its discretion, repair or replace the defective product free of charge. For the first two years of the limited warranty period applicable to a mattress, Hush Home will, at its discretion, repair or replace the defective mattress free of charge. From the third to the twelfth year of such limited warranty period applicable to a mattress, a repair or replacement fee will be charged, calculated by the number of years of ownership multiplied by one twelfth (1/12) of the prevailing retail price of the product. Repaired products, or replacement products, are not subject to the warranty.

During the limited warranty period, transportation costs for repairing the defective product or delivering the replacement will be borne by the customer.

In case an identical product model or material is not available for a replacement, Hush Home reserves the right to substitute a comparable model or material.

B2B

I'm a hotel, resort, co-living space, or nap clinic. Do you sell your sleep products B2B?
Yes, we do. Please direct all inquiries to goodmorning@hushhome.com and one of our sales representatives will be in touch.
I'm an interior designer, contractor, or property developer. Will you be able to offer a discount or other services?
We are proud to offer exclusive trade pricing and services to interior designers, contractors, property developers, and other businesses. To learn more, please contact us at goodmorning@hushhome.com.

About Us

Why are you called Hush Home?
We love falling asleep in the hush (or silence) after a noisy, busy day. That's the moment when you are coddled by your softest bedding and the rest of the world drops away into a comfortable silence. We want all our customers to experience this quiet moment before great sleep, so the name seemed perfectly appropriate!
Is Hush sold in any stores?
Yes, you can visit our stores and try our products hassle-free.

Join our Hush Family!

Enter your email and get $1000 off your Hush Mattress!

Mattress Delivery & Setup

Step 1 of 2
Delivery Date Free white-glove delivery within Hong Kong. Please select your preferred time and we'll call you to confirm!
Delivery Time
Timeslot: 9 am - noon
Next
Step 2 of 2
Do you want us to remove your old mattress?Until August 17, this service is offered for free! If your old mattress is in good condition, we will donate it to a local charity that helps those in need find better places to sleep.
Yes
No
No of mattress: 1
Do you want us to carry the mattress up or down any stairs?
Yes
No
Please specify the number of storiesThere will be a labor fee of US$12.00 per story
Story: 1
Back to previous step