Politique d'expédition

Shipping policy

All orders are processed within 7 business days (excluding weekends and holidays) after receiving your order confirmation email. An Obasan Customer Experience Specialist will contact you to confirm the details and timeline of your order. Delivery times will be discussed with you at that time, and will depend on the level of customization of your products. You will receive another notification when your order has shipped.

Domestic Shipping Rates and Estimates

Free shipping on all orders over $400, except on Foundations where a $250 flat fee is charged on CDN, and $400 in the USA. We do our very best to keep shipping costs as reasonable as possible, but rising shipping costs are a real challenge. Know that the amounts we charge you only reflect ~50% of how much it costs us. As always, we thank you for your support and for choosing Obasan. 

In-store pickup

You can skip the shipping fees with free local pickup at 155 Colonnade Rd, Ottawa, Ontario. A customer service representative will contact you when your order is prepared and ready for pick up. 

Instructions for the pick-up will be communicated to you by the customer service representative. Please have your order confirmation email with you when you come.

International Shipping

For international shipping, you need to contact our sleep specialist, and do a shipping quote. If you are located in the United States, please make your transaction on this site : https://obasan.com/

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you have any questions regarding your order status, please email us at info@obasan.com with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

Return policy conditions

Please ensure that the item in question is sealed in its original packaging. Contact us within 14 days of receipt in order to discuss the specific details of our return policy further. Please remember that in order to be eligible for a return, certain conditions must be met:

  1. For hygienic reasons, the item in question must be unused, unopened and in its original packaging.
  2. Mattresses are not returnable, but we do have a comfort guarantee policy (obasan.ca). 
  3. Returns can only be considered if brought to our attention within 14 days of delivery. The delivery date is recorded as the date the item was delivered by the third-party shipping company’s system.
  4. Gift Cards, Promotional Items and Shipping costs are non-refundable. If you receive authorization to return an item, the cost of return shipping will be deducted from the total amount of the refund.
  5. Obasan cannot guarantee that we will receive the returned item(s) since we rely on third parties to process these shipments. If an item becomes lost in transit, Obasan cannot be held responsible for this loss. Please contact the shipping company for clarification and resolution.

How do I return an item?

  1. Contact Obasan Customer Service at hello@obasan.com to begin the return process.
  2. Once the specific criteria has been met, our Customer Experience Specialist will provide you with a return shipping label that must be affixed to the item in question. The cost for this return shipping will be communicated at this time and is based on your specific geographic location.
  3. Drop off the item at the approved third party shipping carrier location (Canada Post, Fed Ex, UPS etc.). Take note of the tracking number provided to you.
  4. Once the item is received and inspected at our facility, our Customer Experience Specialist will send an email notification stating the approval or rejection of the refund request.
  5. If approved, a refund will be processed and a credit will be applied to your original method of payment.
  6. If rejected, the items will be either returned to you at your location and cost or destroyed.

Exchanges


Obasan will replace items if they are deemed defective and/or damaged as a result of the manufacturing process. If you would like to discuss a product exchange, please contact us at hello@obasan.com and describe your concerns. A Customer Experience Specialist will help guide you through the process and answer your questions.


Obasan will allow a one-time comfort exchange after up to 180 days of sleeping on your new adult mattress however; we cannot take the mattresses back for hygienic reasons. Please contact our Customer Experience Specialist for more details.


If you have accidently ordered the wrong size, we ask that you follow the return process as listed above in its entirety and re-order the item in the desired size. This helps to ensure a smooth transaction of credit and debits on all accounts.


If the item was marked as a gift when purchased and was shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item was not marked as a gift when purchased, or the gift giver had the order shipped to them to give to you at a later date, we will send any refund to the gift-giver directly.


If you are approved to receive a refund but it has not appeared on your account, contact your credit card company first; it may take several days to one week before your refund is officially posted to your account.


If you have any additional questions or concerns, please feel free to contact us at hello@obasan.com.