Support

Obasan mattresses are designed with health, comfort, and longevity in mind. By using natural materials instead of petroleum-based foams, we create mattresses that are breathable, supportive, durable, and free from harmful chemicals. Many of our mattresses are customizable to suit your preferred firmness or configuration, allowing them to adapt over time to your evolving sleep needs, ensuring lasting comfort throughout the years.

Obasan’s only dedicated retail store is located in Ottawa. In addition, we work with select retailers across Canada and the United States where you can purchase Obasan products. You can also experience our mattresses through showroom partners or by booking a personalized consultation with our team, allowing you to see, touch, and try our products while receiving expert guidance.

All Obasan mattresses and bedding are handcrafted in Ottawa, Canada. Using carefully selected organic and natural materials.

Obasan products are made using certified organic and natural materials, including organic latex, organic wool, and organic cotton. We do not use polyurethane foams, chemical flame retardants, or synthetic fillers.

At Obasan, we are committed to providing exceptional products while prioritizing sustainability. All returnable items are subject to a 25% restocking fee, encouraging mindful purchasing and minimizing environmental impact. Only unopened items can be returned or exchanged. Opened items may not be eligible for a return, but we always work with you to find a solution. Please contact returns@obasan.com to explore your options.

Important: Our adult mattresses (Classic, Deluxe, and Grand) are non-returnable, but are covered by our 180-Night Comfort Policy for comfort exchanges. Thank you for supporting our shared environmental goals.

Our 180-Night Comfort Policy applies to our custom adult mattresses; the Classic, Deluxe, and Grand. It allows you to sleep on your new mattress in the comfort of your home to ensure it’s the right fit. We recommend allowing an adjustment period before initiating any changes. If comfort adjustments are needed, our team will guide you through the adjustment of your sleep system by changing the configuration.

Obasan mattresses require a solid and supportive foundation. Suitable options include an Obasan foundation or a solid wood slat base, with slats 1–4 inches wide and no more than 3 inches apart. For Double, Queen, King, and Cal. King mattresses, a center support is required to ensure proper support of the slats. Using an improper foundation may affect comfort and warranty coverage. If you are unsure about your current setup, please consult our customer service team.

We accept major credit cards and other payment options as displayed at checkout. Available payment methods may vary depending on your location and order type.

Certain promotions may not appear on the Shop App due to platform limitations. To make sure you receive the full promotional offer, we recommend shopping directly on our website.

We primarily use FedEx, though the courier may vary depending on your location and the size of your order. We work with trusted carriers to ensure your items arrive safely.

Once your order is placed, you’ll receive a confirmation email with your estimated shipping date. When your order ships, you’ll receive a second email with tracking information. For delivery and in-home installation, our team coordinates directly with you to schedule a convenient date and time.

Lead times vary depending on the product and location. Estimated delivery times are listed on each product page and will also be included in your order confirmation email. Please note that some periods of the year are busier, which may affect delivery timing.

We ship across Canada and the United States. For areas outside Canada or the U.S., please contact us for a personalized shipping quote. Some remote or rural locations may have extended delivery times, so it’s always best to confirm in advance.

Obasan mattresses arrive rolled and packaged in multiple boxes. The number of boxes varies depending on the model and size of your mattress. This ensures safe handling and makes it easier to bring the mattress into your home.

Yes! Our team offers in-home delivery and setup for customers from Montreal to Toronto. This service comes with an additional fee and ensures your mattress is properly installed and ready to sleep on.

At Obasan, we are committed to providing high-quality products while prioritizing sustainability. We aim to make returns and exchanges as straightforward as possible, while encouraging mindful purchasing and reducing environmental impact.

Eligibility for Returns

• Only unused and unopened items are eligible for a return.
• Opened items may not be eligible for a return, but we always work with you to find a suitable solution.
• Returns must be requested within 30 days of delivery. The delivery date is recorded as the date the item is received by the customer.

Restocking and Fees

• All returnable items are subject to a 25% restocking fee.
• If you receive authorization to return an item, return shipping costs will be deducted from your refund.

View Full Return Policy

Our 180-Night Comfort Policy applies to adult mattresses (Classic, Deluxe, and Grand). It allows you to sleep on your mattress at home and request comfort adjustments if needed. Our team will guide you through available options to ensure your mattress meets your needs.

Contact our team at returns@obasan.com. We’ll guide you through the steps and help find the best solution, whether it’s a return, exchange, or comfort adjustment.

No. Promotional items or free products, such as pillows included in certain sales, are not eligible for returns, exchanges, or the 180-Night Comfort Policy.

Yes. Most Obasan mattresses arrive rolled in multiple boxes to make handling and transportation easier. Only crib mattresses and kids’ 6' Twin and Twin XL models arrive rolled in a single box. For all other models, follow our assembly instructions and videos to set up your mattress properly.

Your mattress will arrive either rolled or in multiple rolled sections wrapped in paper. Place it on a solid foundation or approved slat base, remove all packaging, and unroll or unfold any rolled sections. Allow the mattress to settle naturally, and ensure your bed frame meets our support guidelines for optimal comfort and warranty coverage. Follow our assembly instructions and videos to set up your mattress properly.

Obasan mattresses are made with organic materials, which do not require long airing-out periods. Natural materials like organic latex and wool may have a mild, natural smell that dissipates over time. Allowing a few hours for the layers to decompress and settle is recommended.

While optional, a mattress protector is recommended to keep your mattress clean and prolong its lifespan. Protectors guard against spills, dust, and general wear without affecting the natural breathability of the mattress.

To maintain optimal comfort and longevity:

• Rotate the inner layers every six months (north-to-south and east-to-west) to even out the wear of core cubes.
• Rotate the topper monthly for consistent comfort.
• Keep the mattress on a supportive foundation.
• Use a mattress protector to prevent stains and dust buildup.
• Avoid bending or folding your mattress.

Obasan mattresses are designed differently from traditional mattresses. You do not flip the full mattress, but the inner layers should be rotated as described above. The topper should also be rotated monthly to maintain even comfort and durability.

Because our products are made with natural ingredients, it’s important to follow the specific care instructions for each item. You can find these on the product page and in our Care Section. Following these guidelines will help maintain comfort, durability, and the quality of your materials.

Yes! Simply unzip the protector and inner core to add or remove filling. This process can get a little messy, so we recommend doing it over a box, bag, or even outside if the weather allows that way you can catch any stray filling.

Always check the specific care instructions for each product, as not all items are machine washable. Following the instructions ensures your bedding lasts longer and stays comfortable.

Yes! Contact us at hello@obasan.com, and we’ll be happy to send additional filling so you can adjust your pillow to your perfect comfort level.

Wool naturally flattens over time but can regain its loft with some simple care. For pillows or comforters, fluff, punch, or beat them gently to restore volume. A fun trick: place a wool pillow in the dryer with a tennis ball on air fluff for a few minutes to help lift the fibers and restore its natural softness.

Each Obasan product comes with a warranty that varies in length and specifications. Please review the details on the product page or in our detailed Warranty section.

To make a claim, contact customer service at hello@obasan.com with your order details, photos of the issue, and product information. Our team will guide you through the process and discuss repair, replacement, or other available solutions.

No, Obasan warranties are tied to the original purchaser and are not transferable to a new owner.

Warranty claims must be reported within the product’s specified warranty period. Details for each product are listed on the product page or in the Warranty section.

If your product is found to have a covered defect, Obasan will work with you to repair or replace the product, depending on the nature of the issue. Our team will guide you through the available solutions.