LumaSleep FAQ

Want quick answers? Look no further.


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Most Popular Questions

Do I need a new foundation?

 

• As long as your current foundation system is undamaged and functioning properly, all Luma Mattresses will perform upon it; you should not need to replace it.
• If you choose to replace your foundation, please check out Luma accessories and see the wood slatted foundation ideally designed to support our Luma mattresses, or contact a Luma Customer Service Advocate at support@lumasleep.com or 1.813.956.3765 and we can assist you in finding a solution for your foundation needs.
• If you are uncertain, you should replace your mattress foundation.

 

Do you offer financing?

 

Luma Sleep offers 0% APR for 6 months through PayPal Credit. Select “PayPal” at checkout to complete the application process.

 

How can I contact a real person at Luma Sleep?

Luma Customer Advocates are available, EST, on M-F 9am-8pm and Sat-Sun 10am-6pm

You can contact one of our team by:
  • Calling us at 813.956.3765, or
  • Chatting with us online through Luma’s website (www.lumasleep.com), or
  • Emailing us at info@lumasleep.com
 

 

How do I ship to an apartment or condo?

 

  • UPS/FedEx will deliver to the entry of your residence/apartment/condo.
  • White Glove delivery is coordinated with you; someone authorized needs to be present at the time of delivery.
  • When shipping to an apartment or condo community where large packages are not delivered directly to your residence, it is essential that you alert the office, front desk, or doorman ahead of delivery that you are expecting a large shipment. This will prevent your delivery from inadvertently being refused and returned to sender through UPS/FedEx.
  • Luma Sleep is unable to reverse a refused delivery/return to sender. If this happens, please contact us as soon as possible.

 

How does the 100 night trial work?

Luma’s post-purchase, risk-free 100 night trial serves as our return policy. Your original form of payment will be refunded 100 percent. If you decide the Luma mattress is not for you, we’ll send a courier over to remove the mattress from your home and either donate it to a local charity or have it recycled.

How does the comfort exchange program work?

 
  • Luma’s comfort exchange is a free one year program for customers who purchase one of our Slumber Systems. Luma offers several choices of comfort (firmness) with our two-piece Slumber Systems. If the firmness you choose when you purchased a Slumber System is not feeling ideal after you have slept on it a few weeks, contact a Luma Customer Advocate at support@lumasleep.com or call us at 1.813.956.3765.  We will work with you to better understand what doesn't feel quite right and get you a plusher or firmer version of the comfort layer insert that is is more suitable for your needs. 
  • We ask that you return the unused comfort layer insert for recycling. We will provide a suitable box and shipping label at no cost to you.
  • Because of its one-piece design, free Comfort exchanges are not available for the Luma Mattress

 


 

Is there sales tax?

Where applicable, based on the location of Luma offices and operations, sales tax is calculated on all sales items and included in the final price. At this time, sales tax applies only to CA and FL.


 

When can I expect to receive my Luma products?

Our beds typically ship out of our facilities via UPS Ground in 3-4 business days after you place your order. Once your bed ships, you’ll receive a shipping confirmation email with a tracking number. Once shipped, beds take 1-5 business days in transit to arrive at your door.

Where can I see reviews of Luma?

You can read real customer reviews in a few places:

 

Product Design

Cleaning your Luma Mattress

 

Luma strongly recommends the use of a high-quality mattress protector for all Luma Mattresses. A luxury Tencel mattress protector is included with each Luma Slumber System.
  • We do not recommend removing the cover for washing. If you choose to do so, dry clean or hand wash the cover, do not attempt to wash/dry the mattress cover in a washer/dryer.
  • For spills and stains, spot treat the area with mild detergent and cool water – blotting and dabbing gently rather than scrubbing or applying direct force.
  • Your mattress cover can be removed and replaced if damaged. Just contact us and we will arrange for you to purchase a new replacement cover at a nominal cost based on its size.
 

 

Do I need a new foundation?

 

• As long as your current foundation system is undamaged and functioning properly, all Luma Mattresses will perform upon it; you should not need to replace it.
• If you choose to replace your foundation, please check out Luma accessories and see the wood slatted foundation ideally designed to support our Luma mattresses, or contact a Luma Customer Service Advocate at support@lumasleep.com or 1.813.956.3765 and we can assist you in finding a solution for your foundation needs.
• If you are uncertain, you should replace your mattress foundation.

 

How do I choose the right comfort firmness for me?

Mattress firmness is a personal choice of comfort. Luma mattresses are specifically designed to adapt to your preferences. After sleeping on a Luma product for a few weeks you find the firmness is not ideal, you have the option to exchange it at no cost. Luma’s free exchange option is available to you for up to 365 days (1 year) from the date of delivery.

Our Slumber Systems unique 2-piece design allow you to change the firmness after the one year trial period at a nominal cost. This allows you to adjust the feel of your bed if your needs or preferences change over time. The firmness finder found on our product detail pages can help you make your initial selection.

What are the dimensions and weights of a Luma mattress?

Luma Mattresses and Slumber System are available in all standard US mattress sizes.* Height and Weight vary by model 

 

Luma Mattress™        
Size Width Length Height Weight
Twin 39 75 11 50
Twin XL 39 80 11 53
Full 54 75 11 65
Queen 60 80 11 85
King 76 80 11 105
CA King 72 84 11 105

 

 

Luma Latex Mattress         
Size Width Length Height Weight
Twin 39 75 10 106
Twin XL 39 80 10 106
Full 54 75 10 140
Queen 60 80 10 156
King 76 80 10 200
CA King 72 84 10 200

 

 

Luma Comfort Layer         
Size Width Length Height Weight
Twin 39 75 3.5 44
Twin XL 39 80 3.5
46
Full 54 75 3.5
52
Queen 60 80 3.5
64
King 76 80 3.5
70
CA King 72 84 3.5
70

 

 

Luma Topper         
Size Width Length Height Weight
Twin 39 75 2.5 30
Twin XL 39 80 2.5 30
Full 54 75 2.5
38
Queen 60 80 2.5
42
King 76 80 2.5
48
CA King 72 84 2.5
48

 

* Luma mattresses comply with the ISPA (International Sleep Products Asso.) voluntary guidelines for US mattress industry dimensions


What environmental certifications do you have?

Environmental certifications apply to several of the components used in the Luma Slumber Systems:

  • The HD fabric cover is certified per Okeo-Tex® Standard 100
  • The polyurethane foams used in the mattress core are certified per Certi-PUR-US standards
  • The Talalay latex foam used in the comfort layer is certified per Okeo-Tex® Standard 100

What is Talalay latex?

Talalay is a manufacturing process used to make high quality latex foam that is ideal for mattresses and pillows. Talalay latex is characterized by a lighter, more bouyant feel than that found in standard latex foam. It is available in array of densities from super plush to extra firm.   Unlike memory foam, it instantly responds to your movements without needing the body heat in order to conform to your unique shape.  In addition it is an open cell foam, allowing it to “breathe” to keep you exceptional cool and comfortable.

What is the difference between Talalay latex and memory foam?

Talalay Latex and Memory Foam are very different materials in both how they are made and, most importantly, their physical properties.

1) Latex is a naturally derived from rubber tree sap while Memory foam is a type of polyurethane foam.

2) Talalay latex is made with a "batter" of raw latex and water that is "baked" in individual molds and then washed five times in fresh water. Memory foam is poured in very large cubes and cures through a chemical reaction.

3) Talalay latex is an open cell foam, which allows air to pass through it and so you sleep cooler. Memory foam is a very dense form of polyurethane foam, that only softens under heat and pressure, typically leading to warmer sleep environment.

4) Latex is a two-dimensional material; it is both supportive and pressure relieving, where memory foam is a one-dimensional pressure relieving. The easy way to think about I is you sleep ON latex rather than sleeping IN memory foam.

What makes Luma Mattress products a great value

Luma Mattresses are made with the highest quality, top performing materials used in luxury mattresses. Both Talalay Latex and individually wrapped pocket coils have been proven to provide the exceptional comfort, pressure relief, support and breathability that you expect from a luxury mattress. Luxury mattresses use these materials as their primary components are typically priced well above $2,000 (queen size). In addition, Luma Sleep has simplified the design and eliminated the costly fillers and fluff used to make beds look better in a store. Finally, without the cost of retail store operation, Luma is able to offer its luxury mattress products at a significantly lower cost than found at traditional retail stores. 

What type of frame or foundation works best with a Luma Mattress

Choosing the right surface that supports a mattress can affect the way it feels. The Luma mattress is designed to deliver its signature feel lying on a firm, flat, and sturdy surface. Below are the best options to support your Luma.

Option 1: a solid base
There are 3 ways to achieve this:
-  A solid platform
-  A solid box spring / foundation
-  A Bunkie board on a traditional box spring

Option 2: a slatted base
Slats in a modern style traditional bed should be solid with no give. For the optimum feel, slats should be no more than 3 inches apart. (Avoid curved slats that do not adequate support)

 

Where are Luma Mattress Foundations made?

The slatted wood foundation Luma provides is made in Phoenix, AZ by Ironwood KD Foundations. Luma Sleep chose to partner with Ironwood based on the quality of the wood and the integrity of the Ironwood foundation design. The foundation comes in a separate box and is an read-to-assemble (RTA) design. It should take only 5-10 minutes to assemble and cover your new foundation. Ironwood foundations are extremely durable and are warranted to last as long as your Luma mattress – 15 years.

 

Why are there 2 pieces in Luma’s Slumber System mattresses?

The unique two-piece design of the Luma Slumber Systems is made to provide you with choices of firmness before you purchase and give you the option to adjust the firmness of your mattress if your needs or preferences change in the future. Separating the comfort layer from the base mattress lets you easily change feel (firmness) of your bed anytime... even years after your original purchase. This can be done for a fraction of the cost of a new mattress and is far less disruptive and time consuming the replacement. 

 

Materials and Components

What is Talalay latex?

Talalay is a manufacturing process used to make high quality latex foam that is ideal for mattresses and pillows. Talalay latex is characterized by a lighter, more bouyant feel than that found in standard latex foam. It is available in array of densities from super plush to extra firm.   Unlike memory foam, it instantly responds to your movements without needing the body heat in order to conform to your unique shape.  In addition it is an open cell foam, allowing it to “breathe” to keep you exceptional cool and comfortable.

What is the difference between Talalay latex and memory foam?

Talalay Latex and Memory Foam are very different materials in both how they are made and, most importantly, their physical properties.

1) Latex is a naturally derived from rubber tree sap while Memory foam is a type of polyurethane foam.

2) Talalay latex is made with a "batter" of raw latex and water that is "baked" in individual molds and then washed five times in fresh water. Memory foam is poured in very large cubes and cures through a chemical reaction.

3) Talalay latex is an open cell foam, which allows air to pass through it and so you sleep cooler. Memory foam is a very dense form of polyurethane foam, that only softens under heat and pressure, typically leading to warmer sleep environment.

4) Latex is a two-dimensional material; it is both supportive and pressure relieving, where memory foam is a one-dimensional pressure relieving. The easy way to think about I is you sleep ON latex rather than sleeping IN memory foam.

Orders & Shipping

Do you offer financing?

 

Luma Sleep offers 0% APR for 6 months through PayPal Credit. Select “PayPal” at checkout to complete the application process.

 

How can I contact a real person at Luma Sleep?

Luma Customer Advocates are available, EST, on M-F 9am-8pm and Sat-Sun 10am-6pm

You can contact one of our team by:
  • Calling us at 813.956.3765, or
  • Chatting with us online through Luma’s website (www.lumasleep.com), or
  • Emailing us at info@lumasleep.com
 

 

How do I ship to an apartment or condo?

 

  • UPS/FedEx will deliver to the entry of your residence/apartment/condo.
  • White Glove delivery is coordinated with you; someone authorized needs to be present at the time of delivery.
  • When shipping to an apartment or condo community where large packages are not delivered directly to your residence, it is essential that you alert the office, front desk, or doorman ahead of delivery that you are expecting a large shipment. This will prevent your delivery from inadvertently being refused and returned to sender through UPS/FedEx.
  • Luma Sleep is unable to reverse a refused delivery/return to sender. If this happens, please contact us as soon as possible.

 

How do I unpack and set up my Luma?

“Unboxing” a Luma Mattress can be a fun experience. Luma Sleep mattresses use substantial materials; we strongly recommend having 2 people involved in the unboxing and set-up of all full size or larger Luma Mattresses and Luma Latex Hybrid Slumber Systems. Follow these three (3) easy steps and enjoy!

 
Step 1: Prep
Carry the box to your bedroom, lay it on its side, open the top of the box with a box cutter or similar, slide the rolled mattress out of the box and place it on the solid base, foundation or platform you are using to support your new Luma Mattress
 
Step 2: Unroll & unpack
* Unroll the outer plastic, then unroll and unfold the mattress and place it into position
* There is excess plastic on one side of the mattress. Carefully cut the plastic on this edge taking care not to cut the mattress cover. You will hear the air rush in and the springs decompress into place as the mattress takes shape.
 
Step 3: Experience Luma!
* Try it out! The Talalay latex and individually wrapped coils that make up a Luma mattress are designed to instantly respond once opened.
* You can lie on your Luma mattress immediately, it will fully decompress within an hour
* Your mattress will feel great right away, later it will feel amazing.

 

What if I need to make changes in my shipping after I order?

  • Most changes can be made, but please contact us as soon as possible.
  • If your mattress is within 1-2 days of delivery, if may not be possible to change your order without a fee.
  • You can also make the changes yourself by contacting UPS/FedEx with your tracking #.
  • Call: 1-813-956-3765 or Email: orders@lumasleep.com

What is White Glove Delivery?

  • White Glove Delivery is a 2-person team who will deliver your Luma mattress to the room of your choice, set it up on your own bed frame, and dispose of any unwanted packaging. 
  • White Glove Delivery is an optional service we provide for an additional cost of $99 for Luma Mattresses and Luma Hybrid Latex Slumber Systems. 
  • White Glove delivery is included FREE with All Latex Luma Mattresses and All Latex Luma Slumber Systems. 
  • If you choose the White Glove Delivery service, we can remove and recycle your old mattress for a fee of $50.
  • White Glove delivery and old mattress removal options are non-refundable once the shipment has been started.
 

 

What size box do Luma Mattresses ship in?

  • Luma Mattresses ship in an 18” x 18” x 46” box.
  • Luma Comfort Layer, pillows and mattress protector ships in a 16” x 16” x 44” box
  • All Latex Mattress ship in and 18” x 18” by 60-82” box
  • All box sizes have fold-in handles for maneuvering around your home.

 

 

When can I expect to receive my Luma products?

Our beds typically ship out of our facilities via UPS Ground in 3-4 business days after you place your order. Once your bed ships, you’ll receive a shipping confirmation email with a tracking number. Once shipped, beds take 1-5 business days in transit to arrive at your door.


Do I have to pay for shipping?

•   Standard UPS/FedEx ground shipping is FREE within US; add $100 for shipping to Alaska or Hawaii.
•   Luma Hybrid Latex Slumber System has a White Glove delivery upgrade option for $99.
•   All Latex Luma Mattress and All Latex Slumber Systems include White Glove delivery.
•   Old Mattress removal is available for $50.00 with White Glove delivery service. 

 

Do I have to return my Luma Mattress in the original box?

No, it will not fit in the original box. Our pickup team will retrieve your Luma mattress no matter where you are with no additional effort or cost on your part.

How do I unpack and set up my Luma?

“Unboxing” a Luma Mattress can be a fun experience. Luma Sleep mattresses use substantial materials; we strongly recommend having 2 people involved in the unboxing and set-up of all full size or larger Luma Mattresses and Luma Latex Hybrid Slumber Systems. Follow these three (3) easy steps and enjoy!

 
Step 1: Prep
Carry the box to your bedroom, lay it on its side, open the top of the box with a box cutter or similar, slide the rolled mattress out of the box and place it on the solid base, foundation or platform you are using to support your new Luma Mattress
 
Step 2: Unroll & unpack
* Unroll the outer plastic, then unroll and unfold the mattress and place it into position
* There is excess plastic on one side of the mattress. Carefully cut the plastic on this edge taking care not to cut the mattress cover. You will hear the air rush in and the springs decompress into place as the mattress takes shape.
 
Step 3: Experience Luma!
* Try it out! The Talalay latex and individually wrapped coils that make up a Luma mattress are designed to instantly respond once opened.
* You can lie on your Luma mattress immediately, it will fully decompress within an hour
* Your mattress will feel great right away, later it will feel amazing.

 

How do you ship my Luma Slumber System?

 

All Luma Sleep products are delivered for free to your door through either UPS or FedEx. For Luma Slumber Systems, there is also the option for you to have a White Glove Delivery for installation of your Luma and removal of your old mattress for an additional charge depending on what you need.

 

How long can your mattress stay in the box?

The Luma mattress is made of very strong and durable materials; a mattress is OK in the box for up to 90 days.
Returns

 

Is there sales tax?

Where applicable, based on the location of Luma offices and operations, sales tax is calculated on all sales items and included in the final price. At this time, sales tax applies only to CA and FL.


 

What if I need to make changes in my shipping after I order?

  • Most changes can be made, but please contact us as soon as possible.
  • If your mattress is within 1-2 days of delivery, if may not be possible to change your order without a fee.
  • You can also make the changes yourself by contacting UPS/FedEx with your tracking #.
  • Call: 1-813-956-3765 or Email: orders@lumasleep.com

What is the mattress recycling fee?

 

  • Recent laws in California, Connecticut and Rhode Island require retailers to collect a small fee at sales check-out for each mattress and foundation sold. The fees are then transferred to the state to fund their recycling efforts. The collection of fees is mandated by these new laws.  Fees range from $9-$11 per piece.
  • The Mattress Recycling Council (MRC), a non-profit organization established by the mattress industry, created and manages the program. The MRC utilizes a network of organizations to effectively pickup, transport and recycle old mattresses within the new government regulations. To learn more about the initiative, visit mattressrecyclingcouncil.org.
  • As special convenience to our customers in CA, CT and RI, Luma Sleep pays the Mattress Recycling Fee on your purchase, where applicable.

 

What is White Glove Delivery?

  • White Glove Delivery is a 2-person team who will deliver your Luma mattress to the room of your choice, set it up on your own bed frame, and dispose of any unwanted packaging. 
  • White Glove Delivery is an optional service we provide for an additional cost of $99 for Luma Mattresses and Luma Hybrid Latex Slumber Systems. 
  • White Glove delivery is included FREE with All Latex Luma Mattresses and All Latex Luma Slumber Systems. 
  • If you choose the White Glove Delivery service, we can remove and recycle your old mattress for a fee of $50.
  • White Glove delivery and old mattress removal options are non-refundable once the shipment has been started.
 

 

What size box do Luma Mattresses ship in?

  • Luma Mattresses ship in an 18” x 18” x 46” box.
  • Luma Comfort Layer, pillows and mattress protector ships in a 16” x 16” x 44” box
  • All Latex Mattress ship in and 18” x 18” by 60-82” box
  • All box sizes have fold-in handles for maneuvering around your home.

 

 

When can I expect to receive my Luma products?

Our beds typically ship out of our facilities via UPS Ground in 3-4 business days after you place your order. Once your bed ships, you’ll receive a shipping confirmation email with a tracking number. Once shipped, beds take 1-5 business days in transit to arrive at your door.

Why are Luma Mattress so much less than mattresses at retail stores?

 

  • Luma Sleep does not have the costs of retail stores or retail salespeople. Luma passes this cost savings along to its customers.

 

Will I need help to set up my new mattress?

 

•  The Luma Mattress™ is an easy set-up for 2 people. It comes compressed in a 18x18x46 box delivered to your door.
•  A White Glove delivery service is available for a cost of $75. This service schedules your delivery, installs your mattress and takes away all the packaging materials. Removal of your old mattress is available for an additional $50.

 

Will you remove my existing mattress

If you would like a delivery team to take your old mattress and/or foundation away from your property, then select the White Glove delivery service option plus Mattress removal on the shopping cart page during your purchase. The fee for the White Glove delivery is $75 and the additional fee for a mattress removal is $50.

Returns & Exchanges

15 Year Warranty details

Luma’s one year Guarantee and 15 Year Limited Warranty are both voided if you are not the original owner of if you Luma mattress is re-located outside of the United States.

Download the complete warranty

 
 

 

Do I need to keep the shipping boxes?

No need to keep the boxes your order came in! We use large industrial machines to compress and pack the mattress; it won’t fit back into its original package.

How does the 100 night trial work?

Luma’s post-purchase, risk-free 100 night trial serves as our return policy. Your original form of payment will be refunded 100 percent. If you decide the Luma mattress is not for you, we’ll send a courier over to remove the mattress from your home and either donate it to a local charity or have it recycled.

How does the comfort exchange program work?

 
  • Luma’s comfort exchange is a free one year program for customers who purchase one of our Slumber Systems. Luma offers several choices of comfort (firmness) with our two-piece Slumber Systems. If the firmness you choose when you purchased a Slumber System is not feeling ideal after you have slept on it a few weeks, contact a Luma Customer Advocate at support@lumasleep.com or call us at 1.813.956.3765.  We will work with you to better understand what doesn't feel quite right and get you a plusher or firmer version of the comfort layer insert that is is more suitable for your needs. 
  • We ask that you return the unused comfort layer insert for recycling. We will provide a suitable box and shipping label at no cost to you.
  • Because of its one-piece design, free Comfort exchanges are not available for the Luma Mattress

 


 

What is the return and refund policy?

 

  • If you return your Luma Mattress or Slumber System within 100 days of purchase, you will receive a full refund for the original purchase amount after Luma has received your mattress return.  
  • We recommend sleeping on your Luma for at least a month. This allows your body time to adjust to the feel and support of your new Luma Sleep system.
  • We’re confident you’ll love your Luma Sleep System, but if you don’t, you have up to 100 days to let us know that you want to return it.
  • We’ll arrange a free pickup from your home so you do not have to worry about fitting your Luma back in the box or return shipping costs. Luma will then we refund your purchase.
  • Luma Sleep cannot process returns from Alaska & Hawaii Customers.

 

Product Certifications

What environmental certifications do you have?

Environmental certifications apply to several of the components used in the Luma Slumber Systems:

  • The HD fabric cover is certified per Okeo-Tex® Standard 100
  • The polyurethane foams used in the mattress core are certified per Certi-PUR-US standards
  • The Talalay latex foam used in the comfort layer is certified per Okeo-Tex® Standard 100

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