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Orders & Shipping
What is Vaya?
At Vaya, we believe everyone deserves to sleep in pure comfort. By keeping things simple, we can offer people better sleep for less.
Why Did You Start Vaya?
And we thought everyday Americans deserved a simple mattress that offers pure comfort — without the high price tag. So we created the Vaya Mattress using the perfect blend of our two light and fresh Vaya Foams.
Where Are You Based?
The Vaya headquarters is in Scottsdale, Arizona.
Where is the Vaya Mattress made?
The Vaya Mattress is designed and manufactured in the USA. We believe in a simpler approach to better sleep. And the Vaya Mattress perfectly blends two foam layers to deliver pure comfort — without the high price tag.
How is Vaya different from memory foam?
Vaya Foams use an open-cell design. This means they are more breathable than traditional memory foam. And it also means they bounce back to their original shape faster. That way you won’t feel “stuck” if you move around during the night.
Also, other mattress brands use fancy names and complicated layers to justify charging high prices. But at Vaya, we believe in a simpler approach to better sleep. Using the perfect blend of just two Vaya Foams, we deliver pure comfort at an affordable price.
How long will it take for me to adjust to my new Vaya Mattress?
Most Vaya customers enjoy pure comfort and better sleep from their very first night. But for some sleepers, it may take 30 to 60 days to fully adjust to your new mattress. (This is why we require our customers to keep their mattress for a minimum of 30 nights before making a decision on returning. And for any returns within the first 30 days, we charge a $99 non-refundable early-processing fee.)
Chances are that you have been sleeping on your current mattress for years or decades. After so much time, your body is accustomed to the way your current mattress feels. And that means any change can cause you to lose sleep — even if you’re getting better support from your new bed.
So we recommend you give yourself at least a month to adjust to your new Vaya mattress. But don’t worry, you’re always protected by our Pure Comfort Promise. If you don’t love your Vaya mattress after the first 30 nights, just let our friendly support team know and they will help you find the right comfort solution or give you a fast and full refund.
What beds can I use to support my Vaya Mattress?
We designed the Vaya Mattress to work with most mattress foundations. You may use a flat base, slatted base, or adjustable bed.
Can I use a box spring with my Vaya Mattress?
Yes, but you need to lay a flat piece of moisture-resistant plywood that is at least 0.75 inches thick on top of the box spring and under the mattress. This provides more even support for the mattress and helps prevent moisture from accumulating. (Note that using a box spring without the added plywood may void the mattress warranty.)
Does the Vaya Mattress emit harmful gas?
No, our light and fresh Vaya Foams are certified by CertiPUR-US® to be free of harmful chemicals, ozone-depleters, and toxic materials.
I tend to get hot when I sleep. What can I do to stay cool?
The Vaya Mattress is designed to keep you cool all by itself! Our Vaya Foams use an open-cell design that is more breathable than traditional memory foam. This wicks away warm air to keep you cool.
If your Vaya Mattress is still too warm, the first thing we recommend is checking the thickness of your sheets and mattress protector if you have one. Heavy sheets and a dense mattress protector can trap heat all by themselves, and get in the way of the cooling features of your Vaya Mattress.
How do I take care of my Vaya Mattress?
Unlike spring mattresses, you do not need to flip or rotate your Vaya Mattress. Our durable Vaya Foams are designed to last and won’t sag or develop soft spots.
Also, while the Vaya Mattress’s cover does come off, it is best to spot clean your mattress with warm water and gentle soap. Machine washing won’t work with the cover and dry cleaning can be problematic with getting the entire cover off and on again.
How long is the Vaya Mattress warranty?
The Vaya Mattress comes with a 10-year warranty. It provides a full replacement for covered defects for the entire warranty period. While we may cover the cost of a new replacement mattress, the customer may be responsible for labor and shipping costs. Additionally, we do not provide haul-away services for the defective mattress.
What does the Vaya Mattress warranty cover?
The Vaya Mattress warranty covers defects in materials and manufacturing, including sagging greater than 1” inch.
Where is the Vaya Pillow made?
The Vaya Pillow is designed and manufactured in the USA. We believe in a simpler approach to better sleep. And by wrapping our Vaya Foam Blend in a breathable cover, we can deliver pure comfort — without the high price tag.
How is Vaya different from memory foam?
Vaya Foams use an open-cell design. This means they are more breathable to keep you cool. And it also means they bounce back to their original shape fast, so our pillows don’t go flat.
What sleep positions is this pillow good for?
The Vaya Pillow offers soothing head and neck support for all sleeping positions. The plush and responsive Vaya Foam Blend molds itself to your head and shoulders. So whether you sleep on your back, stomach, or side, it will keep your spine aligned for deep, restful sleep.
How long will it take me to adjust to my new Vaya pillow?
Most Vaya customers enjoy pure comfort and better sleep from their very first night. But for some sleepers, it may take time to adjust to your new pillow.
Chances are that you have been sleeping on your current pillow for years. After so much time, your body is accustomed to the way your current pillow feels. That means any change can cause you to lose sleep — even if you’re getting better support from your new pillow. So, we recommend you give yourself a few weeks to adjust to your new Vaya Pillow.
I tend to get hot when I sleep. What can I do to stay cool?
The Vaya Pillow is designed to keep you cool on its own. It features our plush Vaya Foam Blend, which offers the breathability and contouring support of foam. Its design allows warm air to escape so you don’t overheat.
How do I take care of my Vaya Pillow?
The entire Vaya Pillow is washing-machine safe, so you can toss it straight in the wash without any problem. Due to its size though, you may want to wash it separately from other items. After washing, set the pillow out to air dry. Alternatively, you may tumble dry it on a gentle setting without heat. Before putting on any pillow protectors or covers, please make sure the pillow is completely dry.
For extra freshness, you can also deodorize your pillow every so often by sprinkling it with baking soda and vacuuming its surface.
Please note: Heat may damage the shredded foam filling inside of the Vaya Pillow, and heat damage is not covered by our pillow warranty.
What pillowcases can I use with the Vaya Pillow?
Our Queen/Standard and King pillow sizes both use standard dimensions. So every Vaya Pillow should fit in any commercially available pillowcase. But to be safe, you can compare the size of your pillowcase to the size of our pillows to be certain.
How long is the Vaya Pillow warranty?
The Vaya Pillow comes with a 10-year warranty. It provides a full replacement for covered defects for the entire warranty period.
What does the Vaya Pillow warranty cover?
The Vaya Pillow warranty covers defects in materials and manufacturing, including stitching that comes loose and the foam filling going flat.
How much do you charge for shipping?
We offer free shipping on all Vaya mattresses and pillows delivered within the lower 48 states. For shipping to Alaska and Hawaii (as well as all international orders), shipping will need to be coordinated with a freight forwarder and managed by the customer.
How long will it take for my order to arrive?
Your order will usually leave our facility within 3-5 business days. From there, it will arrive at your home via FedEx with curbside delivery within 1-5 business days.
What payment options do you offer?
We accept all major credit or debit cards. You may also pay with a direct bank transfer by calling our customer support team at (888) 430-6608. We don’t offer financing options right now.
Will it damage the mattress or pillow if it stays compressed for too long?
No, compressing the mattress or pillow for shipping does not cause any damage. The foam can remain compressed for up to three months without any problems. And you can trust your Vaya Mattress and Vaya Pillow are built to last, because they’re backed by our 10-year warranty.
What happens if I need to change or cancel my order?
You can only make changes to your order if it has not yet shipped. If you need to change your order, please call our support team as soon as possible at (888) 430-6608. We will do everything we can to update your order before it leaves our facility.
You can cancel your order at any time. But it may take longer to receive your refund if your order has already shipped. Start by giving our friendly support team a call at (888) 430-6608 or email email@example.com. We will notify FedEx to stop the shipment and return the mattress to our shipping facility. And then once we get the mattress back, we’ll process your refund.
What are your return policies?
Our hybrid and memory foam mattresses are eligible for a free return during your 100-night sleep trial. However, we require that you sleep on your mattress for at least 30 nights to get through the initial adjustment period first before requesting a return. If you’d like to still process a return within your first 30 nights, you will incur a $99 early processing fee.
All other non-mattress items including the pillow and platform bed are final sale. These items are not eligible for returns or refunds.
How do I check my order details and shipping status?
We recommend you create an account now or after completing your order. This will let you track and manage your order on your own. You can also contact our customer support team at (888) 430-6608 or by emailing firstname.lastname@example.org.
If I order more than one item, will my order arrive in separate packages or shipments?
Orders with more than one item may come in separate boxes and have separate tracking numbers.
Will I have to sign to receive my packages?
Accessories and mattresses typically do not require a signature for delivery.
Do you haul away old mattresses?
At Vaya, we are only able to offer haul away services for our customers in California. We cannot provide haul away services to other locations at this time. We proudly participate in California AB-187, which means customers in California may schedule a free pickup of their old mattress within 30 days after they've received their Vaya mattress. Call (888) 430-6608 to schedule your free pickup. Note that old or used mattresses that are contaminated or a health and safety risk are ineligible for haul away services.