FAQ
Questions, answered in plain language
If a sentence here and a sentence on the warranty page ever disagree, the warranty page wins. Both are drafts until counsel reviews them.
When does the 100-night trial start?
The day the carrier marks the mattress delivered. The first month is for your body to adjust. You can still send it back after that, any time before night 100.
How does a return work?
Write to us. In the countries we serve, we arrange a pickup of the mattress. Refunds go to the original payment method after the carrier has it. This preview cannot book that pickup.
What does the warranty cover?
Manufacturing faults, and a visible sag deeper than 2.5 cm under normal use on a proper base, for 10 years. It does not cover stains, burns, a bent base, or a cover that has simply aged.
How does the mattress arrive?
Compressed, rolled, and boxed, to the door. It is not white-glove, and we do not take the old mattress away. Plan on a few hours for it to finish expanding.
Where do you ship?
The preview lists the United States, the United Kingdom, Germany, Austria, France, and Israel. Israel is quoted in USD until a shekel price list exists. A carrier is not contracted yet. The target, once one is, is 3–8 business days.
Can I pay over time?
Not yet. The checkout has a slot for a financing partner. Until that partner is connected, the only honest statement is that pay-over-time is not available.
Are the certification badges real?
No. Foams and covers are specified toward CertiPUR-US and OEKO-TEX Standard 100. The badges are labeled pending until a certificate is issued to Thaw. Do not read them as current marks or as awards.
How do I wash the cover?
Unzip the Airveil cover, wash it cool, and hang it to dry. Wash it before the bed is heavily slept on for the first time if you like, and then as you would a sheet you care about.
What base do I need?
A solid platform, a foundation made for an adult bed, or slats no more than about 7 cm apart. The floor works. A sagging frame will not, and it is not a warranty claim.
Do you have stores?
No. Thaw is sold direct, in a box, so the price is not carrying a showroom. A place to lie down on one is a later project, not a promise.
Is financing, or a review count, hidden somewhere?
No. We do not publish a star average or a review total until there are verified reviews. Sample sentences on the site are labeled as samples.
How does a retailer edit the catalog?
Prices, SKUs, supplier names, and an optional partner URL live in the product catalog file. Wording lives in the language files. The README in the project names both.