KEETSA Mattresses - Frequently Asked Questions | Keetsa Mattress Stores in San Francisco, Berkeley, Los Angeles, New York

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Frequently Asked Questions

  1. How long do I need to wait for the mattress to recover, after it is unpacked?

    When the sealed bag is opened, the mattress will rise up quickly. Upon opening, the mattress will recover 80~90% and the rest will take about 1~3 days to rise up completely. However, you can still use the mattress right away. You will also notice some wrinkles and round corners, which will go away after few days.

    Download mattress care instruction here.

  2. When I open up the mattress, I can smell a scent. What is this scent and is this normal?

    Keetsa strives to make each of our products as comfortable and eco-friendly as possible. In an effort to do so, we utilize natural elements, such as castor oil, extract of green tea, hemp and untreated cotton. Due to the nature of these natural elements, each Keetsa product is unique and thus it is impossible to control the extent of the unique, natural scent of our products. And while each product has a unique scent, it is completely harmless and will dissipate in strength over the course of a few days from removal of its packaging. If your Keetsa product has a strong scent, it is recommended that you remove any outer bedding or covering and allow it to air out, and provide adequate ventilation where possible.

  3. Can we put the used Keetsa mattresses back into the box?

    Keetsa mattresses are not recompressable. Once it is out of the box, there is no way (currently) to put it back into the box. We are hoping to develop a new technology for this!

  4. What kind of mattresses do you recommend for people who want soft feel?

    The level of softness and firmness a person feels are all different. But we suggest The Keetsa Pillow Soft, Tea Leaf Supreme and Tea Leaf Dream for customers who like a softer mattress.

  5. What kind of mattresses do you recommend for people who want a firm feel?

    We recommend The Keetsa Plus, The Keetsa Cloud and Tea Leaf Classic to those who want firm mattresses. These mattresses are firm, but still conform around your body's curves to give comfortable support.

  6. How can you offer FREE SHIPPING on such large mattresses?

    First of all, part of what makes us more eco-friendly is the fact that we use compression technology to make our mattresses fit in to Fedex approved shipping boxes. So, it’s a whole lot easier to ship our mattresses to customers than traditional mattress stores. Since our products can be shipped via Fedex, there is a smaller carbon footprint associated with our deliveries compared to special deliveries of traditional mattresses.

    Secondly, all of us here at Keetsa share two common traits: we are advocates of sustainability AND we value a great night’s sleep. Providing FREE SHIPPING is just another way to get people to act sooner to replace the old, worn-out mattress they sleep on now, with a brand new Keetsa mattress.

  7. How do you make your products fire safe?

    To comply to Federal Fire Regulations, we use a fire barrier that has been safety tested and PBDE free.

  8. Your beds are compressed into a box. Doesn't that damage them?

    On the contrary, it is a real testament to the design and durability of our product. We have subjected some of our competitors mattresses to the same process and they do not endure the process. Our beds are so durable they are able to withstand the pressure and manipulation of the packaging process and spring up to provide a great night's sleep, every time.

  9. What if I am unhappy with my purchase?

    Keetsa believes in being known for legendary customer service. All of our employees are highly trained and educated on our products to ensure that we provide you with the best advice in helping you pick your next mattress. However, no matter how hard we try, you may find that you are unhappy with your product or service. Simply contact your Keetsa representative and we will do whatever it takes to make your experience a great one!

  10. I am physically unable to pick up my mattress. Do you have delivery available?

    We understand from time to time that some customers may be physically challenged or just simply cannot negotiate the package. We have several options available. Contact the store for details.

  11. What is your return policy?

    We strive to provide the most comfortable, durable and affordable sleep products in the market today. Our commitment to you and the environment are the hallmarks of how we do business. Our goal is to make you happy to the best of our ability. We have the following policies in place to ensure a great customer experience:

    Comfort issues: We do not offer comfort guarantees. Sleep is a personal process and it sometimes can take up to 30 nights for your body to adjust to a new mattress. Keetsa offers comfort layers to help make your mattress more comfortable. Please see call us at 1.877.753.3872 so our well experienced Sleep Consultants can assist you in any way.

    Return issues: There is 10% (of returned product value) processing fee for returns. We strongly recommend to consult our Sleep Consultants before making a decision to return a product. We may have a solution that can help you without having to return the item.

  12. Are Keetsa mattresses compliant to the new Federal fire-safety regulations that went in to law in 2007?

    This is a good question. The answer is: YES. All Keetsa mattresses meet or exceed the new Federal fire-safety regulations, 16 CFR Part 1633. This new consumer protection law went in to place mid-year 2007 to make mattresses more fire safe.

  13. How are your products natural or organic?

    Keetsa mattresses are not organic or 100% natural. Keetsa's mission is to deliver a comfortable, affordable and durable mattress in an eco-friendly manner. Many organic and natural mattresses are either uncomfortable, or not within the price range of many consumers. So, we at Keetsa decided to take the most comfortable and durable material to build the most comfortable and affordable mattress in an eco-friendly way.

    Please refer to below link to learn how Keetsa mattresses are eco-friendly.

    About KEETSA

  14. Where are your mattresses manufactured?

    We source our mattresses from an exclusive manufacturer in China. Our manufacturer has been producing mattresses for many large, well known companies and is very well respected in the industry and in the country of China. The facility is a ISO 9001 factory, and provides their employees a fair, clean, well-organized and safe work environment and pays a living wage.

  15. You hear a lot about foam density. What does that mean?

    It is easy to get confused about foam density. It is true that the higher the density, the better the foam will perform, up to a point. It is generally accepted that foams higher than a 1.8 pound per cubic foot will last longer than those of less density. Keetsa utilizes around 3 pound per cubic foot density foams in its product manufacturing.

  16. How is Keetsa green?

    One of the best innovations of all time has been the Toyota Prius. It is affordable, durable and lessens our dependence on gas. Are there vehicles that use no petroleum? Of course, but many times they are not practical or affordable. Much is the same with Keetsa. Our products are less dependent on petroleum both in the manufacturing process and delivery process. We also utilize sustainable, recycled and recyclable materials whenever possible. Much like the Prius, Keetsa is helping to redefine the industry and challenge how mattresses are manufactured, utilized, delivered and ultimately disposed of.

How do I clean my mattress?

KEETSA MATTRESS COVERS ARE NOT REMOVABLE OR WASHABLE - despite the presence of a zipper on some models. If you happen to stain your mattress, it is best to spot clean the area using a small amount of warm water and mild detergent. Use extra caution not to get the foam layer wet; this can damage the foam. Most importantly, make sure the cleaned area is completely dry before adding your bedding. You can use a hair dryer to dry the area off more quickly. If you need to clean a larger area or the entire mattress, please contact a furniture/mattress cleaning professional.

What is "Recycle Fee" and
why am I paying this fee?

California, Connecticut, and Rhode Island State laws require retailers to collect a recycling fee on each mattress and box spring sold.
The amount of the fee was approved by the state and is not set or controlled by individual retailers.
To see the details of the recycling fee in your state click here.

For more information on this mattress recycling program, please visit or

  1. If I don't plan to recycle an old mattress, why do I have to pay this fee?

    The state law requires retailers to collect this fee on any mattress and box spring sale to fund the state's mattress recycling program. Even if you aren't parting with your mattress right now, a mattress doesn't last forever, and will eventually be discarded. The program uses a network of participating cities, towns, retailers, recyclers and other organizations to collect, transport and properly recycle your old mattress.

  2. If I decide to recycle the mattress myself, do I still pay the fee?

    Yes, state law requires retailers to collect this fee on any mattress and box spring sale to fund the state's mattress recycling program. You may receive a modest financial incentive if you drop off your used mattress or box springs at a designated recycling location. Click here to find the location nearest you.

  3. I didn't pay this fee on my old mattress, so will it be accepted for recycling?

    Yes, all mattresses originating in participating states are eligible for no-cost recycling, regardless of when they were purchased.

  4. A retailer didn't take back my old mattress because it deemed it unacceptable. Can MRC or the store refund my recycling fee?

    No, state law requires retailers to collect this fee on any mattress and box spring sale to fund the state's mattress recycling program. Contaminated mattresses posing a health or safety hazard are not eligible for recycling through the program. Contact your city or town for advice on how to dispose of your mattress as solid waste.

  5. Now that we have this new program, what happens to my old mattress or box spring?

    The old mattresses and/or box springs are dismantled and the steel, foam, fabric and wood are separated and used to make new products. Visit here to learn more about mattress recycling.

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