I had a somewhat difficult time getting customer support for this order. I think multiple people were communicating with me, but not with each other, and it's also unclear whether my emails were read in full. It took about a week to get a firm answer from them. In terms of my order, I feel strongly the mattress I bought was not as described, I explained my position in detail, but they are claiming no responsibility for that—they say I should've gone in person. So, if you have not the means to get to any of their locations, I would suggest being very cautious about trusting the description and buying online; I would not do that again.