Once the mattress arrives at your location, please aim to open it within one week. Leaving it compressed for an extended period may cause damage, so we recommend unpacking it as soon as possible.

Since the Nellify mattress is compressed and delivered using specialized equipment, it cannot be re-compressed once unpacked.

We do not have a fixed showroom, but instead offer a 365-day trial period during which you can try our mattresses at home.

It's very simple, with just 4 steps:

1. Open the box.
2. Take the mattress out of the box.
3. Slowly remove the plastic packaging.
4. Unroll the mattress.

It takes about 24 hours for the mattress to fully expand. While you can use it on the day of unpacking, please note it may take some time to reach its specified size.
Please use the mattress with a bed frame. Placing it directly on the floor may cause mold or other issues.

The Nellify mattress is designed to be simple to use. Since it’s a pillow-top mattress, the top side should always face up and can’t be flipped. However, you can use it in either direction for the head and toe. To keep it in great condition, we recommend rotating it (head to toe) every 6 months to 1 year.

To maintain cleanliness and prolong the life of your mattress, we recommend using sheets.

Using a mattress pad (such as a waterproof protector) may affect the mattress's breathability. However, from the perspective of preventing stains, such as from children's bed-wetting, we do recommend using one.
If you use a mattress pad, we advise removing it approximately once a week to allow the surface of the mattress to be exposed to air. This helps maintain its excellent breathability.

The Nellify mattress is highly breathable, making it less prone to mold compared to general mattresses.

To keep it even cleaner, we recommend standing the mattress upright against a wall and airing it out about once a month. This will help maintain its freshness and prevent mold growth.

We offer the following payment options:

Credit Card Payment (Visa, Mastercard, American Express, Discover, Diners Club debit cards, Diners Club credit cards)
Paypal
Google Pay
Buy Now Pay Later (Affirm)

Shipping is free nationwide, except for Hawaii and Alaska.

For shipments to Hawaii and Alaska, an additional shipping fee of $200 (tax included) will be charged.
Please note that the shipping fee will be automatically added when you enter the shipping address during checkout. Please be sure to confirm the total amount.

Delivery is typically possible within 3–4 days of purchase, but it may vary depending on your location.
Please refer to the "delivery date" displayed on the purchase screen for more specific information.
*Delivery timelines apply only if the item is in stock.
*Please note that weather or traffic conditions may impact the ability to deliver at the specified time. Thank you for your understanding.

No, you will never receive a mattress that has been returned by another customer or any opened product. Rest assured, all items delivered are brand new, unopened, and unused.

If you wish to cancel your order, please contact our customer support team via the chat service.
*Depending on the delivery status, cancellation may not be possible. Thank you for your understanding in advance.

If you wish to return your mattress within the 365-day trial period, please follow the steps below.
*Returns are only accepted after you trying the mattress for at least 14 days.

Please note that once returned, you cannot repurchase a Nellify mattress in a different size.

Step 1: Contact us via the Return Request Form
Even if you purchased multiple mattresses, you may return only a portion of them if desired.
Returns for reasons unrelated to comfort, such as ordering the wrong size or unexpected color differences, will not be accepted.
If you decide to return the mattress, please note that future purchases of the same mattress, even in a different size, will not be possible.

Step 2: Receive a Survey from Customer Support
Our customer support team will send you a survey regarding your return request.
If you do not respond to the survey within 1 month of receiving it, your return request will become invalid.

Step 3: Complete the Survey
The survey will ask for:
-Your preferred mattress collection date.
-Questions related to your experience with NELL.
*Please schedule the collection date within 1 month of submitting your survey response.

Step 4: Mattress Collection
A staff member will come to collect the mattress. Please hand it over at your entrance.

Important Notes:
-Packaging material (e.g., boxes or plastic coverings) cannot be collected, so please dispose of them yourself.
-Staff cannot enter your home to collect the mattress.
-Since re-compression of the mattress is not possible, please return it in its original size.
-If the mattress cannot be removed from your home during collection, returns and refunds will not be possible.

Step 5: Refund Process
After the mattress has been successfully collected, we will process your refund.

Additional Notes:
-Return shipping is free nationwide (covered by Nellify).
-However, the shipping fee for deliveries to Hawaii/ Alaska (200USD) is non-refundable.

We apologize for the inconvenience, but we are unable to process returns or exchanges unless the product itself is damaged. Thank you for your understanding.

The trial policy applies to each product individually. Therefore, if you purchased multiple items, you can choose to return all of them or just a portion of your order.

The 365-day trial period refers to the time from the delivery date to the return request date.

Even if the actual mattress collection date exceeds 365 days from the delivery date, as long as your return request is submitted within the 365-day period, you are eligible for a return and refund.

※ Please note that if you do not respond to the return survey within 1 month of receiving it, your return request will be canceled. In such a case, you will need to submit a new return request within the 365-day trial period.

Products purchased using a coupon or during a sale are also eligible for the free trial. Please rest assured!

We kindly ask you to contact us via email. When reaching out, please take photos clearly showing the defective area, and send them to us.

If the mattress is moved to an undeliverable area, such as overseas, we will be unable to collect the mattress. As a result, the free trial and lifetime warranty will no longer apply, and we will not be able to process returns, refunds, or exchanges.

Thank you for your understanding.

Nellify mattresses do not come with a physical warranty card. For warranty claims, we verify your information using the purchaser's name and purchase details.

Please feel free to contact us, and we will assist you accordingly. Rest assured that your warranty is valid.

For detailed information about the warranty coverage, please refer to our Lifetime Durability Warranty.

If you have specific concerns, feel free to contact us for clarification!

If more than 2 business days have passed since your inquiry and you have not received a reply, we kindly ask you to contact us again. We apologize for the inconvenience and appreciate your understanding.