Frequently Asker Questions

Check most frequently asker questions here
Orders Returns & Exchanges Warranty Financing Products
Orders
Is it secure to submit credit card or financing application information online?
Yes. We value your security, so we take measures to protect your credit card information during checkout and your personal information when you apply for KEAM Financing. We use SSL (Secure Socket Layers) to encode your information for transmission to our servers; SSL is an industry-standard protocol to protect credit card information being transmitted over the Internet.
Will you share my information with others?

We respect your privacy, so we treat your information with care.

We do not share:

  • Your e-mail address, except with our own vendors who handle our e-mails for us.
  • Your credit card or other financial information with others. In fact, we do not save that information in our database at all.
  • Information about your orders, except with our own vendors who process and ship our orders or help us market our products.

We share your name and address with other trusted retailers who may send you information about products you may be interested in.

For more information about sharing your information, you can read our full privacy policy here.

What is the credit card verification number?
The verification number is a 3-digit number on the back of your card (or 4 digits on the front of American Express cards). It is used to help increase payment security – the person charging must have the card in their possession to know the verification number.
I’m having problems viewing portions of your site. What should I do?
Please contact us at number +1 (754) 286-8924 or fill out a Contact Us request online here.
Do I need to sign in to shop?
No, you do not need to sign in to shop.
Do I need an account to shop?
No, you can shop, add items to your cart, and even check out without an account.
Why do I need to create an online account?

Creating an online account makes it easier to shop on our website:

  • Save your account information for fast, easy checkout
  • Access your KEAM Financing account easily
  • Receive the latest product news by e-mail or catalog
  • Receive special offers
  • Submit a product review or testimonial
  • Track your shipment after purchase
How will I know that you’ve received my order?
Once you’ve placed your order, you’ll see a confirmation page that shows the products in the order, prices and other charges, and billing and delivery addresses. We encourage you to print this page for your records.
When is my credit card charged?
We charge your credit card when you ordered the products.
Is my credit card information secure?
Yes! You can safely enter your credit or debit card information on our website. Our secure server encrypts all of the information you submit, so it is safely transmitted to us.
What forms of payment do you accept?
We accept major credit cards (Visa, MasterCard, Discover and American Express), Klarna finance options, ShopPay up to 12 monnths installment plan and KEAM Financing.
Do you charge me sales tax?
Yes, by law we must charge sales tax for orders placed in any municipality that requires sales tax.
How do I ship to an address other than my billing address?
During checkout, just indicate the address you want your purchase shipped to. If you create an online account, you can save both default billing and shipping addresses. In fact, you can save multiple addresses in your account; so for example, you can use a different address for each person on your gift list.
How do I view my order status?
You can view your order status here by entering the email associated with your order.
How do I apply a promo code?

Step 1 - Add items you wish to purchase to your cart

Step 2 - When in your cart, click into the "Enter a Promo Code" box and type in your code

Step 3 - Click "Apply" once your code is entered to apply the code to the items in your cart

How do I cancel my order?

If you haven’t started the checkout process or haven't submitted the order successfully, your order hasn’t been placed so there’s no need to cancel it. 

If you have recently placed your order and you wish to cancel or need to make a change, please contact us at number +1 (754) 286-8924

Please note that any offers applied to an order that has already been cancelled will not apply to new orders once the offer expires.

What is your privacy policy?
We respect your privacy, so we protect your personal information. You can read our full privacy policy here.
Returns & Exchanges
How do I start an online return?

We understand your first choice may not be the perfect fit for you. That is why we have a 60-night trial for our mattresses! If you find that your mattress choice is not meeting your preferences, you may return during the 60-night trial with our simplified return process so you don't need to call in. If you'd like to return your mattress within the 60-night trial, all you need to do is fill out our return form linked below and a representative will be in touch soon to discuss further details.

Note: pillows are not a mattress are non-returnable. 

Click Here To Start Your Mattress Return

 

What is the 60-night trial period?

Mattresses purchased through KEAM directly (online, by phone, by KEAM Independent Sales Reps or in a KEAM Store) have a 60-night trial. We recommend trying out your new mattress for at least 30 days to allow it to soften to its true feel. A new KEAM mattress can feel firmer at first since you are the first to lie on the mattress, but over time, it will soften and adapt to your body's weight, shape, and temperature!

If you decide to exchange your product, you pay only $275 shipping plus or minus any price difference on models if you choose an exchange. This shipping fee is non-refundable. If you exchange for a different feel within the same mattress model, it would be an even exchange plus the added shipping fee. If you choose to upgrade to a more advanced model, you would pay the return shipping fee plus the difference in price. Should you choose to swap for a lower priced model, you would be refunded the difference in cost minus the return shipping fee.

After that time if you still need to return your mattress within the trial period, you are responsible for the return shipping/delivery fees associated with returning or exchanging any product to us plus for a restocking fee in the amount of 15% to 20% of the product returned plus tax. If you choose to return for a refund, you would be refunded the amount paid minus the return shipping fee and others fees.

To begin a return or exchange, visit our customer support center. 

Can I return my mattress?

If you purchased from us directly (online, KEAM Stores, by KEAM Independent Sales Reps or by phone), you may return or exchange your mattress within the 60-night trial period. You can give our Consumer Care team a call at 844 4MY-KEAM.

When I return something, will I get my full refund?
When you return an order, you will be refunded the amount you paid for the products you are returning minus any return shipping fees applicable as well restocking fees and taxes if applicable. Any return fees are non-refundable.
I returned my product, when will I receive my refund?
If you have a return shipping label, you can follow the tracking to see if your return has been received or if it is still in transit. Once we receive returned product and the refund has been processed, refunds typically appear in your account within 7-10 business days. 
Warranty
What is the warranty for my mattress?

Please visit our Warranty Terms link here.

When I get a warranty replacement, do I receive a new warranty?
If you are approved for a warranty replacement and you receive an even exchange, you would continue to have the original warranty period from the original purchase. 
What products can I register?
You can register KEAM mattresses online here.
Do I have to register my KEAM mattress for the warranty to be valid?
While it is not a requirement to register your KEAM mattress for the warranty to be valid, we do highly recommend registering! If you need to file a warranty claim at any point, registration can help that process. You can register online here.
How do I file a warranty claim for my product?

We believe in the quality of our products and we build them to last for years. Still, we realize that sometimes things go wrong. To protect you against defects, we include a limited warranty with most of our products. If you find yourself experiencing difficulties and believe it may be due to a manufacturing defect, you can follow the tips below to file a warranty claim to be reviewed by our warranty department. 

 

What You'll Need To File A Claim

Purchase Receipt (copy):

  • Required unless purchased directly from KEAM store or myKeam.com and registered with us.

Registry Number and Manufacturing Date:

  • Located on the mattress law tag, underneath the zip cover on the mattress. 

Photos of the Defect:

  • In order to properly assess the claim, our team requires photos showcasing the defect present in your product. We understand that some issues may not be visible in which case you can work with our team to discuss those issues in further detail. 

When uploading images of your products, be sure to remove any bedding that may cover or pose difficulty for our team to review the images. Showcase your issues in the images and use the description to provide further information about what you are experiencing if need be. In order to properly upload your photos, please attach one photo at a time before hitting the next button. 

If you believe that your product has developed a defect, you may start a claim at the link below. 

Start Claim Here

Financing
How do I apply for financing?
You can click here to apply for KEAM Financing. You can also access the application by clicking on “KEAM Installment Plan“ at the bottom of every page, or on the “Apply for financing“ button during checkout.
I was not approved for financing using Shop Pay option. Do you offer a direct payment plan?
Yes, KEAM offers a direct installment plan to our customers. See if you qualify by clicking here.
Is there an annual fee for financing with KEAM?
No, there is no separate annual fee for KEAM Financing, just the regular interest fees.
What is the interest rate for financing with KEAM?
The interest rate depends on the financing terms we are offering when you make your purchase. You can learn more about our financing here.
Can I finance my purchase?
Yes, of course! We do have financing available for all purchases! Our financing is through Shop Pay in up to 12 monthls or direct with us in up to 24 months and can be used for orders placed online, by phone, or in our KEAM store locations. You can view our financing details here.
Is there a fee to pay off my financing card early?
In our financing direct with KEAM there is no fee for paying it off early. 
Products
Do KEAM® mattresses prevent bed bugs?

Many of the KEAM® mattress and pillow covers are treated to be dust-mite resistant. KEAM® mattresses are produced from 100% new materials and we place the utmost emphasis on product quality and consistency by following a variety of industry standards and conducting proprietary tests to ensure that our products adhere to all local, state, and federal health regulations.

If the mites are actually bed bugs, or an insect similar, they are an insect like a housefly and can be easily introduced into any household environment and make their home in or on almost any surface or household item: carpeting, clothes, etc. Unfortunately, there is very little within the average household that is completely resistant to bed bugs. As a company, we cannot do much for a mattress that has been exposed to mites or bugs. We suggest reaching out to your local pest controller to have the insects identified and see what the best option is to rid your home and mattress of the insects.

Do you sell products on E-Bay? Craigslist?

No, we do not sell products on these sites, nor do we allow our authorized retailers to sell our products on these sites. Please beware of counterfeit products.

Note: products purchased on these sites are not eligible for our warranties and cannot be returned to us if they are defective.

What is the correct position for the infusion mattress?
In order to properly accommodate your new KEAM Infusion mattress, it is important that you place your Infusion mattress on a completely level and firm surface, so as not to cause deformities. If used on a proper surface, you should not have the need to flip or rotate your Infusion mattress.Place your Infusion mattress on your chosen surface or bed frame with the side that has the tiny fingertip like bumps (InfusePlex) facing up. This will allow you to receive a gentle acupressure massage while you rest. The depressions in the InfusePlex contain the magnets and Far Infrared tablets.
What types of technologies are used in the Infusion mattress?
The Infusion mattress contains different types of magnets on select models (Infusion Energy and Infusion Hybrid) and one type of magnet on Infusion X-Flex models.

One type of magnets of approximately 800 gauss intensity (inn all models) and other type of magnets of approximately 3850 gauss intensity (available in Infusion Energy and Infusion Hybrid models only). The Far Infrared tablet pads present in all Infusion mattresses (the quantity and type is different from each model) emit waves of 4-14 microns of infrared rays.

Some models of the Infusion mattress may also contain a vibro-massager, which allows a pleasant and relaxing massage with the built-in electronic massage system. More information on the vibro-massager is available in the Instruction Manual that accompanied your Infusion mattress and in our website www.uskeam.com

In advanced models we included negative ion tablet pads that may boosts energy levels, increases balance, reduces stress and tension and improves mental performance.

Remember the results may vary from person to person and we don’t produce any mattress with therapeutic or medicinal purposes.
Can I use a box spring with my mattress?

Box springs cannot be used with KEAM mattresses. Box springs are designed to "give" in supporting a traditional mattress while KEAM mattresses require a solid base. 

You can place your mattress on a platform frame that is solid and sturdy or you can use a slatted foundation/platform as long as the slats measure to at least 3 inches in wide and are no more than 4 inches apart. 

What is the difference between a Split King and King mattress?
A Split King mattress is comprised of 2 Twin Long mattresses, whereas a King mattress is made from one piece. Split King mattresses allow customers to further customize their comfort by having the option to select a different feel for each side of the bed, or pair with a Split King adjustable base. 
How tall are KEAM mattresses?
Our current mattress models vary in height depending on the mattress. Our KEAM Infusion X-Flex is 10 inches in height, our Infusion Energy model is 12 and our premium Infusion Hydrid model is 13 inches height.
Where is the serial number on my mattress?
The serial number and other product information is listed underneath the barcode located on the law tag! The law tag is a large, white tag that is usually located by the head or foot of the mattress on the underside. Serial number, product name, and other details can be found on this tag and can be useful for registration, warranties, or finding something similar to a product you love. 
Where can I find product details and dimensions?
To see dimensions and details about our product, first you will need to locate the product page. You can find this page by clicking in our menu located in our home page, then clicking on the category that interests you. Once you have selected the product you would like to learn more about, just scroll down toward the bottom of the page until you see the product details and dimensions. 
Do KEAM mattresses contain latex?
No, KEAM® mattresses do not contain latex. Our Infusion® mattresses are produced from 100% new materials with safety, quality, and the environment in mind. KEAM® exceeds all industry standards and conducts proprietary tests to ensure our products adhere to all local, state, and federal health regulations.
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