Help & FAQs

Check most frequently asked questions here, if you still need help then please call us at 1-888-DAWNHSE (1-888-329-6473)

Financing

Yes! There's no penalty for paying early.

You can make or schedule payments at affirm.com or in the Affirm app for iOS or Android. Affirm will send you email and text reminders before payments are due.

No - checking your eligibility won't effect your credit score.

Yes - You can return an item bought with Affirm by initialing the return process with us. Please contact Dawn House customer support at 1-888-329-6473.

Yes, you'll need a mobile phone number from the U.S. or U.S. territories. This helps Affirm verify it's really you who is creating your account and signing in.

You can visit their website at affirm.com

How to...

If you have a headboard of your own, it can be used with a universal headboard bracket. The bracket can mount your existing headboard safely and securely to the base. 

We do not recommend using your own bed frame, as using a frame not designed for the Dawn House bed can cause pinch point and entrapment risks. Some key features may also be incompatible. We do offer a Universal Headboard Bracket if you have an existing headboard you would like to use.

First, download the Dawn House app from the App Store (Apple) or Google Play (Android) and then follow the instructions to connect your bed. A Wi-Fi and internet connection are required.

Our free White Glove service includes delivery and assembly of your Dawn House Bed. Any additional assembly needs (such as a personal headboard) are not included.

The Dawn House Bed is easy to operate in any of three ways: the wireless remote, the voice command module, or the Dawn House App. For more detailed instructions, please refer to the product manual.  

Our White Glove service includes both delivery and assembly of your Dawn House Bed. If you choose the option to use your existing headboard, assembly of those items is not included, but our Universal Headboard Bracket is provided and will be shipped prior to your bed arriving.

To order your Dawn House Bed or related accessories, simply navigate to the appropriate page, add items to your cart, and follow the steps for payment. A good place to start is the Dawn House Bed page.  

Ordering

Yes, Dawn House has partered with select retailers across the country if you would like to experience the Dawn House bed in person. Please visit our Store Locator page to find a retailer near you.

Payment & Financing

State law in California, Connecticut and Rhode Island requires all retailers to collect mattress recycling fees on each mattress, foundation or adjustable base sold. The mattress recycling fee is applied if the shipping address is in any of the states listed above. The fee is assigned on a per piece, not per order basis, and is non-refundable.

Yes, we do offer financing through our finance partner Affirm. Details can be found in the purchase details section during checkout. You can read more on the Financing page.  

Dawn House accepts major credit cards (Visa, MasterCard, American Express or Discover), as well as PayPal, Amazon Pay or Affirm (our financing partner).

All data is encrypted and secured. You can read more on our Privacy Policy page.

Returns

Yes, returns are accepted after a required 30 day trial of sleeping in your bed and up to 100 days after purchase for all products.  A 15% restocking fee and return shipping costs are at the customer's expense. 

Yes. If you can’t disassemble the bed yourself, our White Glove service can do it for an additional fee. Please let us know if you will need this service when you contact us about your return.

To cancel or change your order, please contact Customer Service at 1-888-DAWNHSE as soon as possible, as we typically process and ship orders the day after they are placed.

Refunds are processed immediately but may take up to 60 days to appear on your credit card statement.

If any of your items are damaged, you may refuse the shipment or keep the items. Be sure to note any damage or problems on the delivery receipt. If you discover damage after, please contact Customer Service at 1-888-DAWNHSE.

Shipping

Due to the global supply chain issues, ETA for delivery is 6-8 weeks.

When the order is picked up from a Dawn House warehouse, you will receive a courtesy email notification detailing the entire order, ETA and delivery process. The email includes your Pilot tracking number, link to tracking, and PLM contact information. Delivery is normally scheduled via phone call unless the customer prefers contact via email.

You will be contacted by our White Glove delivery partner via phone and email for delivery. When the shipment is picked up, a courtesy email is sent immediately. When the shipment is received by our local delivery partner, a phone call is placed for delivery scheduling. If we are unable to reach the customer, we will send a scheduling reminder email message. Phone calls will be placed once per day for up to three days until delivery is scheduled.

Due to the ongoing global supply chain issues, estimated delivery time for your Dawn House Bed is 6-8 weeks. You will be contacted by our White Glove delivery partner via phone and email to schedule your delivery. Accessories are shipped via FedEx, and a tracking number will be sent once your order has shipped. If you need assistance, contact Customer Service at 1-888-DAWNHSE.

All orders are shipped free of charge.

When the shipment has been picked up, a courtesy email will be sent to you that includes your tracking number. All orders can be viewed using the customer portal for Pilot. Consumer tracking is located at the Pilot website here: https://www.pilotdelivers.com/last-mile-furniture-direct/. Consumers may also click the tracking link in the courtesy email to go straight to their specific shipment.

You should have received a confirmation email after your purchase has shipped that included FedEx tracking information. If you cannot locate it, you can always call Customer Service at 1-888-DAWNHSE for assistance.

The Dawn House Bed is packaged in heavy-duty cardboard and the mattress is sealed inside a plastic bag to protect it from moisture.

Your Dawn House Bed (including mattress) will arrive together via free White Glove delivery. Any accessories or mattresses purchased individually will be shipped via FedEx.

Yes, but we ask that you inform us in advance that you would like your mattress removed. There is a $60 haul away fee for this service. When White Glove delivery and removal service is requested, we will remove and dispose of the same number of like items.  For example, if the delivery consists of a mattress, foundation, and bed frame, our team will remove a mattress, foundation, and bed frame. 

Please add an additional 7 days for delivery to Alaska, Hawaii and the U.S. Territories.

Delivery time will be an estimated 8 to 10 weeks, depending on your location.

Unfortunately, we are not currently delivering products outside of the U.S.

Unfortunately, we are not currently delivering products outside of the U.S., including Canada.

Taxes & Fees

Yes, applicable taxes will be charged for items shipped to any U.S. States and Territories.

State law in California, Connecticut and Rhode Island requires all retailers to collect mattress recycling fees on each mattress, foundation or adjustable base sold. The mattress recycling fee applied to any items shipped to the states listed above. The fee is assigned on a per piece, not per order basis, and is non-refundable.

Warranty

For warranty support please call Customer Service at 1-888-DAWNHSE (1-888-329-6473). You will be given options to reach the proper department:

  • Press 1 for Warranty Registration
  • Press 2 for Warranty Claim

We have a straightforward process that entails the following:

  • Registration of the product warranty with serial numbers of the product(s) purchased
  • A copy of the sales receipt for verification
  • Basic troubleshooting with a technician over the phone
  • And, if necessary, shipping of parts and scheduling a technician visit to repair the bed

You can read more on our Warranty page.
 

Based on the terms of the warranty, parts and service will be provided either at no cost or at a prorated fee.

Warranted parts include the following:
- Head/Foot Actuator
- Massage Motors and Housing
- Control Box
- Remote Control
- Power Cord, Power Supply, and Input Cord
- Mounting Brackets
- Support Struts

You can read more on our Warranty Claims page.

Two-Year Warranty

  • Your Dawn House bed is warranted against defects in materials or workmanship for two years from the date of purchase to the original purchaser. During such time, we will repair or replace any warranted part found to be defective by the manufacturer, at its sole discretion. The technology sensor is warranted by the manufacturer against defects in materials or workmanship for a period of one year from the date of purchase to the original Purchaser.

Five-Year Warranty on Parts

  • During years 3 through 5 from the original purchase date, the manufacturer will replace any part on the adjustable base found to be defective, to the original Purchaser. The manufacturer’s liability is limited to the replacement of the defective electrical/ mechanical parts ONLY with the purchaser responsible for all service, installation, and transportation cost of said parts.

This warranty does not include reimbursement for inconvenience, removal, part(s) installation, bed set up, loss of use, normal wear and tear, shipping or any other costs or expenses not expressly covered in this warranty. In addition, this warranty shall be void in the following circumstances:

  1. Damage resulting from misuse or abuse caused by the Purchaser or any third party.
  2. Damage caused by repairs or parts replacement by an unauthorized person.
  3. Damage caused if the adjustable base has been mishandled (including during shipping), subject to physical abuse or an improper power supply, or by failing to adhere to the Owner’s Manual and this warranty.
  4. Damaged mattresses, foundation cover(s), fabric(s), bedding cables, electrical cords, or accessories supplied by dealers or any third party. Contact your dealer for warranty information on these items.
  5. Modification of the adjustable base without prior written consent by the manufacturer.
  6. Costs for unauthorized service calls to educate the consumer about the adjustable base or locate proper functioning power outlets.
  7. Damage if the recommended weight restrictions are exceeded.
  8. Damage if used in any environment or a commercial setting that was not intended.
  9. Damage to foam shroud by improper handling or misuse.