Policies

Privacy Policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from https://obasan.ca/ (the “Site”).

PERSONAL INFORMATION WE COLLECT

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

“Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
“Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
“Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.
Other tracking technologies: in order to better understand our users’ needs and to optimize this service and experience, we use other tracking technologies, such as Hotjar and LogRocket. They use cookies and other technologies to collect data on our users’ behavior and their devices. This includes a device's IP address (processed during your session and stored in a de-identified form), device screen size, device type (unique device identifiers), browser information, geographic location (country only), and the preferred language used to display our website. They store this information in a pseudonymized user profile.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

Communicate with you;

Screen our orders for potential risk or fraud;

When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISING

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

DO NOT TRACK

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

DATA RETENTION

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@obasan.com or by mail using the details provided below:

155 Colonnade Road S, Unit 1 Ottawa, ON, Canada, K2E 7K1

Shipping Policy

Why Do We Charge for Shipping?

At Obasan, we believe in transparency. The truth is, shipping is never free. We've decided to be more upfront about this reality. By showing the non-refundable shipping costs associated with our products, we hope guests will be more conscious with their purchase decisions and help us reduce our environmental impact. Thank you for supporting our commitment to honesty and responsible retail.

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. Our mattresses come boxed and are easily transported through standard shipping methods.

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 hello@obasan.com with your name and order number, and we will look into it for you.

Returns and Exchanges

At Obasan, we aim to provide exceptional products while prioritizing sustainability. Please note that all return items are subject to a 25% restocking fee. We believe this policy encourages mindful purchasing decisions and helps minimize our environmental footprint. Additionally, our Adult mattresses are non-returnable but are covered by a 180-day comfort exchange warranty (Classic, Deluxe and Grand). We appreciate your understanding and commitment to making more conscious choices to support our shared environmental goals.

Conditions For Return

Must be unused, unopened and in its original packaging. If opened see exchange conditions below.
Brought to our attention within 30 days of delivery. The delivery date is recorded as the date the item
All return are subject to a 25% restocking fee
If you receive authorization to return an item, the cost of return shipping will be deducted from the total amount of the refund.
Items that were not paid for — such as the two free pillows included in some of our sales — are not eligible for a sleep trial or returns.
Refunds or exchanges will not be processed for items not meeting these standards. Obasan reserves the right to refuse a return or refund if it appears that this policy is being taken advantage of.
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.

Not Included in Return Policies

Adult mattresses
Mattress toppers
Foundations and adjustable beds
Opened and used accessories
Custom items, such as personalized embroidered pillows.
Items that were not paid for — such as the two free pillows included in some of our sales — are not eligible for a sleep trial or returns.

Non-Refundable

Shipping fees and optional in-home setup services.
Gift Cards, Promotional items.

Conditions For Exchange

If you've opened a product and wish to exchange it, please reach out to us. We're committed to finding a solution together that satisfies your needs. Contact Obasan Customer Service at returns@obasan.com

How do I return an item?

Contact Obasan Customer Service at returns@obasan.com to begin the return process.
Once the specific criteria has been met, our Customer Service Representative 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.
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.
Once the item is received and inspected at our facility, our Customer Service Representative will send an email notification stating the approval or rejection of the refund request.
If approved, a refund will be processed and a credit will be applied to your original method of payment.
If rejected, the items will be either returned to you at your location and cost or destroyed.

Obasan Will:

Obasan will replace items if they are deemed defective and/or damaged as a result of the manufacturing process.
Obasan will allow a one-time comfort exchange after up to 180 days of sleeping on your new adult mattress (Classic, Deluxe and Grand) however; we cannot take the mattresses back for hygienic reasons. Please contact our Customer Service Representative for more details.

If :

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 an order is canceled at any point after shipment commences, it will be treated as a return (see conditions above) and associated shipping fees are non-refundable.
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 returns@obasan.com.

Terms and conditions

To read the terms and conditions for the Obasan website, click here.