FAQ's

Most Popular Questions

WHEN CAN I EXPECT TO RECEIVE MY LUMA ORDER?

Luma Mattress Systems typically ship out of our factories via FedEx Ground in 4-5 business days after you place your order. When will receive shipping confirmation email with the tracking number(s). FedEx Ground takes 1-5 business days to arrive at your residence based on your distance from our factories. In-home delivery service adds another 1-2 days. All other Luma Sleep products ship in 1-3 business days directly from our supply partners.

Do you offer financing?

Luma Sleep offers Financing through Affirm, PayPal and Katapult. Depending on your credit and the total value of your purchase, you may receive an offer of 0% APR for 3-18 months. https://lumasleep.com/pages/financing
PayPal has an option of 0% for 6 months from PayPal Credit through through the PayPal portal. Katapult provides No Credit Lease-to-Own financing as an option for consumers that do not receive a financing offer from Affirm or PayPal or simply want to make progress payments over time. Please contact Luma at 800.982.9846 if you have any questions

How can I contact a real person at Luma Sleep?

Luma Customer Advocates are available, EST, on M-F 10am-7pm and Sat-Sun 11am-6pm.

You can contact one of our team by:
Calling us at 1-800-982-9846, or
Chatting with us online or,
Emailing us at info@lumasleep.com

How do I ship to an apartment or condo?
  • UPS/FedEx will deliver to the entry of your residence/apartment/condo.
  • In-home set up delivery is coordinated with you; someone authorized needs to be present at the time of delivery.
  • When shipping to an apartment or condo community where large packages are not delivered directly to your residence, it is essential that you alert the office, front desk, or doorman ahead of delivery that you are expecting a large shipment. This will prevent your delivery from inadvertently being refused and returned to sender through UPS/FedEx.
  • Luma Sleep is unable to reverse a refused delivery/return to sender. If this happens, please contact us as soon as possible.
How does the 100-night in-home trial work?

Luma’s provides a full refund based 100-night in-home trial for mattress system purchases as part of our return policy. Customers wishing to initiate a return of a Luma mattress system within 100 nights of delivery should complete the return form accessible in the customer assistance section at the bottom of any page on Luma's website https://lumasleep.com/pages/returns-form. Mattress shipment delivered to Canada are non-refundable. In-home delivery/removal service fees are non-refundable

All other products have a 30-night in-home trial that serves as our return policy. Return shipping for non-mattress purchases is a customer expense. If you decide the Luma mattress is not for you, we’ll send a courier over to pick up the mattress from your home and either donate it to a local charity or have it recycled. Your original form of payment will be refunded.

How does the FREE comfort exchange program work?

Luma’s Free Comfort Exchange is a free one-year program for customers purchasing one of our Mattress Systems with a separate Pillow Top Layer. Luma provides three (3) choices of comfort (firmness) with our two-layer mattress designs. If the firmness you chose when you purchased a Luma Mattress system is not ideal after you have slept on it from 1-12 months, you can exchange it for a different firmness for free.  To initiate a comfort exchange, simply complete the Comfort Exchange form.  https://lumasleep.com/pages/comfort-exchanges-form, contact a Luma Customer Advocate at support@lumasleep.com, Chat with us online or call us at 1-800-982-9846. We will work with you to better understand what doesn't feel quite right and get you a plusher or firmer version of the latex foam insert in your pillow top that is is more suitable for your needs.

Returned latex inserts are recycled. Luma will provide a suitable box and shipping label at no cost to you. Because of its one-piece design, Free Comfort Exchanges are not available for the Luma Mattress.

Is there sales tax?

Where applicable, based on the location of Luma's corporate offices and operations, sales tax is calculated on all items at checkout. At this time, state sales tax applies only to FL.

DO I NEED A NEW FOUNDATION?

As long as your current foundation system is less than 12 years old, undamaged and functioning properly, you should not need to replace it. If you are uncertain, you should replace your mattress foundation. For replacement options, check out our foundations specifically designed to support your Luma mattress. You can also contact a Luma Customer Service Advocate at support@lumasleep.com or 1-800-982-9846 for assistance in finding a solution for your needs.

Where can I see reviews of Luma?

You can read real customer reviews in a few places:

 

Product Design

Cleaning your Luma Mattress

Luma strongly recommends the use of a high-quality mattress protector for all Luma Mattresses. A luxury Tencel mattress protector is included with each Luma Slumber System.

We do not recommend removing the cover for washing. If you choose to do so, dry clean or hand wash the cover, do not attempt to wash/dry the mattress cover in a washer/dryer. For spills and stains, spot treat the area with mild detergent and cool water – blotting and dabbing gently rather than scrubbing or applying direct force. Your mattress cover can be removed and replaced if damaged. Just contact us and we will arrange for you to purchase a new replacement cover at a nominal cost based on its size.

Do I need a new foundation?

As long as your current foundation system is undamaged and functioning properly, all Luma Mattresses will perform upon it; you should not need to replace it.

If you choose to replace your foundation, please check out Luma accessories and see the wood slatted foundation ideally designed to support our Luma mattresses, or contact a Luma Customer Service Advocate at support@lumasleep.com or 1-800-982-9846 and we can assist you in finding a solution for your foundation needs.

If you are uncertain, you should replace your mattress foundation.

How do I choose the right comfort firmness for me?

Mattress firmness is a personal choice of comfort. Luma mattresses are specifically designed to adapt to your preferences. After sleeping on a Luma product for a few weeks you find the firmness is not ideal, you have the option to exchange it at no cost. Luma’s free exchange option is available to you for up to 365 days (1 year) from the date of delivery.

Luma Mattress system's unique 2-layer design allow you to change the firmness after the one year trial period at a nominal cost. This allows you to adjust the feel of your bed if your needs or preferences change over time. The firmness finder found on our product detail pages can help you make your initial selection.

What are the dimensions and weights of a Luma mattress?

Luma Mattresses and Slumber System are available in all standard US mattress sizes.* Height and Weight vary by model 

Luma Mattress™        
Size Width Length Height Weight
Twin 39 75 11 50
Twin XL 39 80 11 53
Full 54 75 11 65
Queen 60 80 11 100
King 76 80 11 125
CA King 72 84 11 125
Luma Latex Mattress         
Size Width Length Height Weight
Twin 39 75 10 106
Twin XL 39 80 10 106
Full 54 75 10 140
Queen 60 80 10 156
King 76 80 10 200
CA King 72 84 10 200
Luma Pillow Top/Topper         
Size Width Length Height Weight
Twin 39 75 3.5 26
Twin XL 39 80 3.5 28
Full 54 75 3.5 35
Queen 60 80 3.5 40
King 76 80 3.5 50
CA King 72 84 3.5 50
Luma Topper         
Size Width Length Height Weight
Twin 39 75 2.5 30
Twin XL 39 80 2.5 30
Full 54 75 2.5 38
Queen 60 80 2.5 42
King 76 80 2.5 48
CA King 72 84 2.5 48

* Luma mattresses comply with the ISPA (International Sleep Products Association) voluntary guidelines for US mattress industry dimensions.

What environmental certifications do you have?

Environmental certifications apply to several of the components used in the Luma Slumber Systems:

  • The Tencel fabric cover is certified per Okeo-Tex® Standard 100
  • The 1" polyurethane foam layer used under the 8" Pocket coil array in the base mattress is certified per Certi-PUR-US standards
  • The Talalay latex foam used in the comfort layer is certified per Okeo-Tex® Standard 100

 

What is Talalay latex?

Talalay is a manufacturing process used to make high-quality latex foam that is ideal for mattresses and pillows. Talalay latex is characterized by a lighter, more bouyant feel than that found in standard latex foam. It is available in array of densities from super plush to extra firm. Unlike memory foam, it instantly responds to your movements without needing the body heat in order to conform to your unique shape. In addition, it is an open cell foam, allowing it to “breathe” to keep you exceptional cool and comfortable.

What is the difference between Talalay latex and memory foam?

Talalay Latex and Memory Foam are very different materials in both how they are made and, more importantly, their physical properties.

  1. Latex is a naturally derived from rubber tree sap while Memory foam is a type of polyurethane foam.
  2. Both Dunlop and Talalay latex is made with a "batter" of raw latex and water that is "baked" in individual molds and then washed five times in fresh water. Memory foam is poured on a belt conveyor, expands a very large block and cures through a chemical reaction.
  3. Latex is an open cell foam, which allows air to pass through it (it breathes) allowing our body heat to dissipate. Memory/Gel Memory foam is a high-density form of polyurethane foam, that softens under heat and pressure, and reflects your body heat typically leading to warmer sleep environment.
  4. Latex is a two-dimensional material; it is both supportive and pressure relieving, where memory foam is one-dimensional pressure relieving. An easy way to think about it is you sleep ON latex and you sleep IN memory foam.
What makes Luma Mattress products a great value?

Luma Mattresses are made with the top quality, high-performance materials used in luxury mattresses. Both Talalay and Natural (Dunlop) Latex along with individually wrapped pocket coils have been proven to provide the exceptional comfort, pressure relief, support and breathability that you expect from a luxury mattress. Luxury mattresses use these materials as their primary components are typically priced well above $2,000 (queen size) in a retail store. In addition, Luma Sleep has simplified the design and eliminated the costly fillers and fluff used to make beds look better in a store. Without the cost of retail store operation, Luma is able to offer its luxury mattress products at a significantly lower prices than those found at traditional retail stores.

What type of frame or foundation works best with a Luma Mattress?

Choosing the right surface that supports a mattress can affect the way it feels. The Luma mattress is designed to deliver its signature feel lying on a firm, flat, and sturdy surface. Below are the best options to support your Luma.

Option 1: A Solid Base

There are three ways to achieve this:

  • A foundation/box spring
  • A solid wood platform
  • A bunkie board or a wood box build-up

Option 2: A Slatted Platform Base

Slats in a modern style traditional bed should be solid with limited flex/give. For the optimum feel, slats should be no more than 3 inches apart. Avoid curved slats.

A Queen or King foundation/box spring/platform must have a supported center beam to distribute the weight evenly across the surface.

Where are Luma Mattress Foundations made?

The slatted wood foundation Luma sells is made in Phoenix, AZ by Ironwood Bed Frames. Luma Sleep chose to partner with Ironwood based on the quality of the wood, craftmanship and the integrity of the Ironwood foundation design. The Slatted Wood foundation comes in a separate box and is a ready-to-assemble (RTA) design. It takes approx. 15-20 minutes to assemble and cover your new foundation. Ironwood foundations are extremely durable (rated to 1200 lbs.) and are warranted to last as long as your Luma mattress – 10 years- when purchased with a Luma Mattress System.

Why are there 2 layers in Luma’s Hybrid and Slumber System mattresses?

Luma's unique two-layer design is made to provide you with choices of firmness before you purchase and give you the option to adjust the firmness of your mattress if your needs or preferences change in the future. Separating the comfort layer from the base mattress lets you easily change feel (firmness) of your bed anytime... even years after your original purchase. This can be done for a fraction of the cost of a new mattress and is far less expensive and time consuming the replacement.

Materials and Components

What is Talalay latex?

Talalay is a manufacturing process used to make high quality latex foam that is ideal for mattresses and pillows. Talalay latex is characterized by a lighter, more bouyant feel than that found in standard latex foam. It is available in array of densities from super plush to extra firm. Unlike memory foam, it instantly responds to your movements without needing the body heat in order to conform to your unique shape. In addition it is an open cell foam, allowing it to “breathe” to keep you exceptional cool and comfortable.

What is the difference between Talalay latex and memory foam?

Talalay Latex and Memory Foam are very different materials in both how they are made and, most importantly, their physical properties.

  1. Latex is a naturally derived from rubber tree sap while Memory foam is a type of polyurethane foam.
  2. Talalay latex is made with a "batter" of raw latex and water that is "baked" in individual molds and then washed five times in fresh water. Memory foam is poured in very large cubes and cures through a chemical reaction.
  3. Talalay latex is an open cell foam, which allows air to pass through it and so you sleep cooler. Memory foam is a very dense form of polyurethane foam, that only softens under heat and pressure, typically leading to warmer sleep environment.
  4. Latex is a two-dimensional material; it is both supportive and pressure relieving, where memory foam is a one-dimensional pressure relieving. The easy way to think about I is you sleep ON latex rather than sleeping IN memory foam.

Orders and Shipping

Do you offer financing?

Luma Sleep offers 0% APR for 6 months through PayPal Credit. Select “PayPal” at checkout to complete the application process.

How can I contact a real person at Luma Sleep?

Luma Customer Advocates are available, EST, on M-F 9am-8pm and Sat-Sun 10am-6pm.

You can contact one of our team by:
Calling us at 1-800-982-9846, or 

Chatting with us online, or
Emailing us at info@lumasleep.com

How do I ship to an apartment or condo?
  • UPS/FedEx will deliver to the entry of your residence/apartment/condo.
  • In-home set up and old mattress removal is coordinated with you; someone authorized needs to be present at the time of delivery.
  • When shipping to an apartment or condo community where large packages are not delivered directly to your residence, it is essential that you alert the office, front desk, or doorman ahead of delivery that you are expecting a large shipment. This will prevent your delivery from inadvertently being refused and returned to sender through UPS/FedEx.
  • Luma Sleep is unable to reverse a refused delivery/return to sender. If this happens, please contact us as soon as possible.
How do I unpack and set up my Luma?

“Unboxing” a Luma Mattress can be a fun experience. Luma Sleep mattresses use substantial materials; we strongly recommend having 2 people involved in the unboxing and set-up of all full size or larger Luma Mattresses and Luma Latex Hybrid Slumber Systems. Follow these three (3) easy steps and enjoy!

Step 1: Prep

Carry the box to your bedroom, lay it on its side, open the top of the box with a box cutter or similar, slide the rolled mattress out of the box and place it on the solid base, foundation or platform you are using to support your new Luma Mattress

Step 2: Unroll & Unpack

  • Unroll the outer plastic, then unroll and unfold the mattress and place it into position
  • There is excess plastic on one side of the mattress. Carefully cut the plastic on this edge taking care not to cut the mattress cover. You will hear the air rush in and the springs decompress into place as the mattress takes shape.

Step 3: Experience Luma!

  • Try it out! The Talalay latex and individually wrapped coils that make up a Luma mattress are designed to instantly respond once opened.
  • You can lie on your Luma mattress immediately, it will fully decompress within an hour.
  • Your mattress will feel great right away, later it will feel amazing.
What if I need to make changes after I order?

Most changes can be made, but please contact us as soon as possible. If your mattress is within 1-2 days of delivery, it may not be possible to change your order without a fee. You can also make the changes yourself by contacting UPS/FedEx with your tracking #. Email support@lumasleep.com or call 1-800-982-9846.

What is In-Home Set Up Delivery?

During the checkout process, you will have the option to add in-home set up and old mattress removal services. In-Home set up is an add on service by a 3rd party that moves your Luma mattress to the room of your choice, sets it up on your bed frame, and disposes of any unwanted packaging. This service occurs after your mattress has been delivered. It is an additional cost of $100.

You can also have your old mattress removed and recycled for a service fee of $125. If you opt for both in-home set-up and old mattress removal, the fee is $200. In-home delivery set up and old mattress removal services are non-refundable once the service has been started.

What size box do Luma Mattresses ship in?

Luma Mattresses ship in an 19” x 19” x 46” box. Luma Pillow tops and toppers ship in a 15” x 15” x 30” box. All Latex base mattresses ship in and 18” x 18” by 60-82” box. All box sizes have fold-in handles for maneuvering around your home.

When can I expect to receive my Luma products?

Our beds typically ship out of our facilities via UPS Ground in 3-4 business days after you place your order. Once your bed ships, you’ll receive a shipping confirmation email with a tracking number. Once shipped, beds take 1-5 business days in transit to arrive at your door.

Returns and Exchanges

15 Year Warranty Details

Luma’s one year Guarantee and 10 Year Limited Warranty are both voided if you are not the original owner or if your Luma mattress is re-located outside of the United States.
Read more about our warranty.

Do I need to keep the shipping boxes?

No need to keep the boxes your order came in! We use large industrial machines to compress and pack the mattress; it won’t fit back into its original package.

How does the 100 night trial work?

Luma’s post-purchase, risk-free 100 night trial serves as our return policy. Your original form of payment will be refunded 100 percent. If you decide the Luma mattress is not for you, we’ll send a courier over to remove the mattress from your home and either donate it to a local charity or have it recycled.

How does the comfort exchange program work?

Luma’s comfort exchange is a free one-year program for customers who purchase a Natural Latex Hybrid Mattress or either of our two Slumber Systems. Luma offers several choices of comfort (firmness) with our two-layer Mattress systems. If the firmness you choose when you purchased one of these mattress systems is not ideal after you have slept on it a few weeks, contact a Luma Customer Advocate at support@lumasleep.com or 1-800-982-9846. We will work with you to better understand what doesn't feel quite right and get you a plusher or firmer version of the pillow top layer insert that is is more suitable for your needs.

We ask that you return the unused latex insert for recycling. If needed, we will provide a suitable box and shipping label at no cost to you.

Because of its one-layer design, free Comfort exchanges are not available for the Original Luma Mattress.

What is the return and refund policy?

If you return your Luma Mattress or Slumber System within 100 days of purchase, you will receive a full refund of the original product purchase price after Luma has received your mattress return. We recommend sleeping on your Luma for at least a month before making the decision to return it. This allows your body time to adjust to the feel and support of your new Luma Sleep system. We’re confident you’ll love your Luma Sleep System, but if you don’t, you have up to 100 days to let us know that you want to return it. We’ll arrange a free pickup from your home so you do not have to worry about fitting your Luma back in the box or return shipping costs. Once the product has been returned, we will process your refund.

Please note, Luma Sleep cannot process returns from customers in Alaska, Hawaii or Canada. These purchases are non-refundable.

Product Certifications

What environmental certifications do you have?

Environmental certifications apply to several of the components used in the Luma Slumber Systems:

  • Tencel fabric covers are certified per Okeo-Tex® Standard 100
  • 100% Natural latex foam is certified per Eco-Institut &  ISO 14001
  • Talalay latex foam is certified per Okeo-Tex® Standard 100 &  Eco-Institut
  • Polyurethane foam used below mattress coils is produced by factories certified per Certi-PUR-US standards