Haven FAQ

Delivery & Shipping

When will I receive my Haven Mattress?

Your Haven mattress will be made fresh to order. We strive to have your Haven shipped within 3-5 business days of your order.  You will receive a Fedex tracking code allowing you to go on-line and check on your delivery. Delivery partners generally will not progress a haven over weekends. Depending on where you live in USA, your Haven will take 1-5 business days to ship after it has been custom-made.
Learn more (16 sec. video)

How much does shipping cost?

Packaging and Shipping expense is on us. We pay the the cost to deliver to the 10 Provinces of Canada! 

Territories require a shipping surcharge. For a custom quote far North, Please email customercare@havensleep.com for a postal code specific quote. We will always work with you to make Havens ultimate sleeping experience easy and affordable.

How will my item(s) be delivered?

All our sleep items are delivered by FedEx up to your front door. For safety (OH&S) reasons they're not allowed to enter your home. If you think you'll struggle with the bigger or heavier boxes, we recommend inviting someone over to help.

Do I need to be home to receive my delivery?

Yes, Due to the high value of Haven sleep products we fully insure each product and require a signature from an adult at your shipping address.

Where do you ship?

We ship to mainland USA. This does not include Alaska, Hawaii, or any other territories under the control of the United States. Not all rural addresses are covered by third party transport partners. If you have had "to door" deliveries in the past, you should be good. For those not on a delivery route, arrangements can be made to have your Haven delivered in its box to a depot near to you for pick-up.  Your address may require a Zip code specific delivery surcharge.

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Do you ship to Yukon and Northwest Territories?

The Yukon and Territories require a shipping surcharge. For a custom quote far North, Please email customercare@havensleep.com for a postal code specific quote. We will always work with you to make Havens ultimate sleeping experience easy and affordable.

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Can you remove my old mattress?

Old mattress removal is available to most Canadian cities. After your Haven arrives we can arrange for a third party removal partner to come and dispose of your old mattress. Add to cart from the website. Landfill fees are included but taxes are extra. We are adding more cities each month. Email customercare@havensleep.com to see if your city is on the list.

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What do I do once my Haven box arrives?

Open the box! We will provide in your Haven box an insert with simple 1, 2, 3 instructions or watch this quick video on youtube. If you have any questions in regards to this process just give us a call +1-844-MYHAVEN and we can walk you though it - easy peasy! 

Even better, Post your pictures or video of you opening your new Haven. Our social channels can make you famous and it's always a joy for us to see and share!

Returns & Exchanges

Don't I have to try Haven before buying it?

We fully understand the need to “try before you buy”. At Haven we are confident that you will be sweet dreaming the nights away during your 100 Night Risk Free Trial. Our belief is that you will find Haven just perfect for you. From the comfort of your own home it will be easier to tell from a few weeks than a few minutes in a showroom. Also by removing the showroom experience we are able to make your sleep dollar go way further. Shop better, Sleep Better.

Do you offer a 100-night risk-free trial?

Yes, we ask you to try the product for a minimum 30 days, this is to give your body adequate time to adjust. If you just can't adjust to your Haven we will come and take it away and refund you fully for the mattress. You will only be refunded the purchase price of the mattress and the taxes. 10" Rejuvenate, 14" Lux and Weighted Blankets are the only products with a 100-night trial (Custom orders and RV's do not qualify). Bed frames, Bedface bedding items are not refundable. 

Haven accepts only undamaged and stain-free mattress in a donatable condition. Please disclose any deficiencies to one of our Customer Service Representatives at 1-844-MYHAVEN.

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If I choose to return my mattress, how do I do this?

We recommend committing to your Haven for a minimum of 30 days. Your body needs time to adjust to a having a firmer and more supportive surface. If you still are not happy, email our support team at customercare@havensleep.com. Or call one of our Customer Service Representatives at +1-844-MYHAVEN and they will arrange for the return with you. We attempt to arrange a reasonable response time to pick-ups but full size mattresses require more time to co-ordinate depending on areas. Allow 2 weeks for pick up.

NOTE* only one mattress return per household.

Rural and Northern returns & exchanges

Remote and rural communities may not be within our charity donation pick up zones. Once authorized with customer service, you may handle the donation independently, and obtain your refund by providing proof of donation.

For Northern deliveries, any areas above latitude will require you to return the mattress to the factory of origin when pursuing a return or exchange within a 100 night sleep trial.

Can I return a 6" Haven Jr. mattress?

We have priced the 6" Haven Jr. to be the most affordable natural mattress in Canada. As a result all sales are final.

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Can I return an 8" Haven Recharge mattress?

We have priced the 8" Recharge to be the most affordable natural mattress in Canada. As a result all sales are final.

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Why can't I return a mattress for the first month?

Moving to a new sleep surface is easy for most but some folks will require an adjustment period. Knowing that your body may feel some aches and pains during this transition we do not process comfort returns during the first 30 days.

 If you consider yourself a fussy mattress person, we recommend shopping only in-stores. We do not re-sell returned mattresses so its wasteful to order on-line unless you have a reasonable chance to be satisfied with a high quality bed.

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Haven has benefits far greater than normal beds?

Our Haven top material was engineered to deliver the best in sleep recovery technology. It has been clinically proven to enhance the quality of rest from sleep, with subjects falling asleep 15 minutes faster on average in a pilot study. Decades of development by leading experts in medicine, physics and biology, as well as a dedicated Scientific Advisory Board, has resulted in a proprietary fibre that adds to your health. Powered by our own metabolism, It recycles and converts radiant body heat into something that gives the body a measurable boost—infrared energy. 

Clinically proven to lower inflammation in the body...Don't believe it? www.celliant.com

Learn more (42 sec. video)

Does Haven have a break-in period?

Depending on the temperature at which your mattress was shipped, it may take several hours to a day to reach room temperature. Other than that the feel of the mattress will be the same from day 2 for years to come, due to the durability. It is advised to give your body at least a month to get used to the feel of any new mattress.

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Is the foam safe?

All foam in your Haven is CertiPUR-US certified, meaning they are:

Made without ozone depletes
Made without PBDE flame retardants
Made without mercury, lead, and other heavy metals
Made without formaldehyde
Made without phthalates regulated by the Consumer Product Safety Commission
Certified to have low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million)
CertiPUR-US is a non-profit organization that performs independent lab testing to verify a foam’s compliance with their specifications.

Does the mattress smell?

Haven are hypo-allergenic and ultra-low scent. We do wrap them in commercial grade plastic for safe transport. There may be a slight scent that will quickly dissipate after unpacking your mattress.

 We use water-based adhesives to bond the foam and latex layers together. Being made to order your Haven may still have a slight degree of dry time required. During that time a slight scent may be detectible. This material is 100% vegan, safe and food grade quality.  

We only use CertiPUR-US certified specialty foams to ensure safety and to minimize the odour of the new mattress.  This third party certification ensures your Haven will feature No Off Gassing. So breathe easy its safe to sleep on right away.

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Is Haven Anti-Inflammatory?

Clinical studies have found that haven is excellent at lower inflammation levels in the body.  This is a critical advantage as we harness the body's natural ability to recover. EVERY HAVEN offers this feature regardless of price. Increased blood oxygen levels aids in cell repair and recovery.

Did you know that Haven is the mattress of choice for Canadian Olympians and athletes ranked as the Fittest on Earth?

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Is Haven mattress bed-bugs and dust mites free?

Many folks prefer the natural materials of Haven for their ability to prevent bed bug nests. The density of our foams and latex make a poor breeding ground for these un-welcomed guests.

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Is there any CFC materials in Haven?

Can I put Haven back in the box?

Your Haven mattress cannot be rolled and compressed again, so unfortunately you cannot place back in the beautiful box. If you are re-locating it, watch our Youtube channel for how-to tips.

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When can I sleep on my new Haven?

If it arrives in Winter, Once your mattress approaches room temperature, you can sleep on your new Haven right away. Sweet dreams!

What type of bed frame should I use / Do i need a boxspring?

Your Haven is designed to work with new box springs, slatted frames, or with it sitting on the floor. Essentially a flat, firm surface is required. 

Haven 10" Rejuvenate can also be used on an adjustable bed frame however, should always be placed in the flat position when not in use.

We also offer a SNAP base system that ships direct to you in a few days. Assembles without tools in a matter of minutes.

Note: The Haven is not meant to sit on a bare metal bed frame without the proper support, and this will cause damage to your mattress.

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Do I have to adjust to my new Haven?

The long-term health benefits of proper spine alignment may require 4-6 weeks to take full effect. Haven was designed with and is endorsed by the Canadian Chiropractic Association. Your body will need time and exposure to having firm support below and contouring softness on top. Some first-time Haven sleepers report initial discomfort during the first few weeks as their body adjusts. These same folks have become some of our most raving fans. For this reason, we do not accept returns during the first 30 days. During this period any discomfort is less about the product and more about the sleepers natural adjustment. Like many things that are good for you, it takes a little short-term pain to experience long-term gain.

Billing & Payments

What payment methods do you offer?

We accept Mastercard, VISA, Amex, PayPal, ApplePay, GooglePay, Interac, Klarna and Sezzle Financing. We operate online, so unfortunately we cannot accept cash.

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Do you offer interest-free finance?

Haven offers a no fine print 0% finance option through our banking partners at Klarna. Select Klarna as a payment option during check-out. Not all promos are stackable with 0% finance. A quick credit check will happen on-line and your order will be processed right away. Your total purchase will be repaid interest free (OAC) over 6 equal payments charged to your credit card

If you do need to cancel your finance contract a $150 bank admin fee is applied. This fee covers the setup and cancel finance contracts at 0% without recouping some of the administration costs.

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Finance cancellation

Our zero percent finance option is financially supported by Haven and administered by a 3rd party lender. As a result, any returns that were financed do have a $150 cancellation fee.

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Why is Haven priced low compared to similar mattresses in retail stores?

Without the overhead expense of warehouses, distribution centres, commissioned salespeople or brick and mortar retail stores through vertical integration Haven is able to deliver direct to you a superior quality mattress at an amazing everyday price.

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Warranty

What warranty is provided for a Haven?

Haven Mattress offers a Limited Warranty. Please see terms and conditions in the warranty section.

Bedface Bedding - No warranty provided.

Snap Base Support System - 4 years parts replacement only.

6" Campus mattress - 4 year limited warranty (no comfort trial period).

10" Rejuvenate mattress 10 year limited warranty with 100 night comfort trial.

14" LUX Hybrid mattress 10 year limited warranty with a 100-night comfort trial.

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What warranty is provided for a Bedface Bedding?

No warranty provided.

What warranty and service is provided for the Reverie 300™?

5-year limited warranty, 90 days: parts and labor, 5 years: steel frame.

What warranty and service is provided for the Reverie 400™?

20-year limited warranty.

1st year: parts, shipping and in-home service. 2-5 years: parts. 6-20 years: mechanical frame parts.

If I'm not 100% comfortable with my Haven, but want to keep it?

Not everyone sleeps the same. That's why we give you 100 nights to try your first Haven out. Some folks have found adding an additional layer of a mattress pad to the Haven allows them to fine tune the comfort (firm or soft).

These currently are offered by other suppliers. In time Haven will offer these tuning layers directly. It is common for your body to develop aches and discomfort as it adjusts to a new level of support. Please give it time. Like all good things, it may take a little effort at first.

Mattress

How do I protect my mattress?

We have engineered the top layers of Haven to be well vented for cooling and comfort. Be careful when selecting a protector to ensure it works with these technologies. Haven engineered protector is in development for launch early 2020.

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Which Haven is best for sex?

Well personal preferences rule the day. All foam type beds tend to be superior for motion transfer isolation. This deadening or dampening can provide a firm resistance. In contrast innerspring mattress have a kinetic advantage. As the spring is compressed it stores energy to be released. That suspension feeling of a coil type mattress offers more bounce and range of motion travel.

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I want to know more about layers in your 10" and 14" mattress...

Building a mattress that can be comfortable and supportive at the same time is a challenge. It takes more than just density to achieve our engineering goals. Our Haven design and engineering team is not a start-up. We have over 30 years of mattress industry expertise designing mattress for some of the most expensive beds sold in stores. 

Here we see how the 3 materials in the top layers react differently when an small load of energy is dropped.

#1 HD core bounces at first and slowly absorbs the weight. This is the support you feel 

#2 The transition layer is ultra- slow response and absorbs the force completely...no bounce

#3 The top layer of natural, vented latex is all about contouring and bounce. 

Most importantly these layers work in harmony to deliver a contouring and comfortable mattress that is very supportive.

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What is a Hybrid mattress?

A hybrid combines the advantages of an all-foam mattress with the feel and spring of a conventional innerspring mattress. Using all natural foams and latex we produce and more natural and healthy product than a traditional coil bed.

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Do you need to flip the mattress?

No, your  Haven mattress is not designed with a top and a bottom side-there are layers of specialty and SleepDeep HD Gel Foam that wouldn’t be taken advantage of if the mattress was flipped. You should however rotate the mattress 180 degrees every six months.

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How much does a Haven 10" Rejuvenate weigh?

Twin 45 pounds.
Full 58 pounds.
Queen 70 pounds.
King 100 pounds.

What kind of materials is Haven made from?

Cover features premium fabric woven in Canada that contains Natural Bamboo content, and STA-Cool Moisture Management Technology. STA-Cool transports moisture away from the body helping you maintain a comfortable body temperature for a more restful sleep.Luxurious and natural content stretch knit cover that has been woven with Celliant. The Phase Changing Material in Celliant regulates your temperature along with the high tech gel infused foams but it is clinically proven to absorb your dispelled heat energy and return it to you in the form of infra red energy. Clinically proven to help you fall asleep faster and gain more REM sleep every night. Celliant - the only thread that works with every fiber of your being.

Talalay latex is used in our luxury Rejuvenate. Natural and derived from the Hevea Brasiliens is tree, Talalay is supportive, cushioning, and highly breathable. Latex toppers offer a pinhole design that allows air to move freely, creating a cooler sleep environment. Further they are flexible, resilient and long lasting. The open cellular structure of Talalay latex is unique, offering optimal ventilation. It directs moisture and heat away from the body, helping you sleep better, healthier and more hygienically. Talalay also provides superior spot elasticity, resulting in optimal support that relieves your body’s pressure points.

SleepDeep HD Gel Foam is used in all of our mattresses. This conforming Visco memory foam combines the finest properties of softness and resilience of superior high density gel infused foam, helping you to maintain body temperature during sleep.

EcoFoam used in all of our mattresses provides resilience’s and long lasting support. Made with soy based gel foam, giving you a comfortable sleep while offering an improved commitment to the environment.

Support Layers The 10' used HD foam for structure, The 14" LUX used 2,400 pocket coils.

What are the dimensions of a Haven mattress?

Twin 38" x 74" ( ideal as a youth bed)

Twin XL 38" x 79" (ideal for a single sleeper or use 2 of them together to replicate a King)

Full 53" x 74" (ideal for a single sleeper + pet)

Queen 60" x 79" (ideal for dual sleepers)

King 76" x 79" (ideal for dual sleepers + pet)

California King 72" x 84" (ideal for tall dual sleepers)

What kind of mattress is Haven?

Haven is a modern specialty foam-based mattress, engineered using contemporary Plant-based memory type foams, Visco memory foam, our 10" Rejuvenate and 14' Lux are also topped with natural Talalay latex, All Havens fitted with a cover made from plush textiles embedded with natural Bamboo content, revolutionary healing fiber and STA-Cool Moisture Management Technology.

In summary, amazing support and the top layer softness to contour and support your shapes.

Should my next mattress be an All-foam or Hybrid type?

Should I go with 10" Rejuvenate or 14" LUX?

Haven is Canada's first on-line retailer to deliver to you your choice of an all-foam or coil hybrid mattress types. 

In general terms, stick to what you know and enjoy. If you love the high-end coil beds of nice hotels pick the 14" LUX. If your best sleeps have come from the enveloped feeling of foam, go with the 10" Rejuvenate.

Learn more (48 sec video.)

How many coils does a Haven 14" LUX have?

Pocket coils have become the industry standard for lowering pressure points and providing good support. The industry average for coil counts in North America is 800 coils in a queen size. 

The Haven Lux 14' is designed to reduce motion transfer and better contour your pointed parts. With a back supporting 2,400 coils. No other on-line mattress compares.

Learn more (80 sec. video)

What layers does a Haven 10" Rejuvenate have?

1" of natural vented Latex, infused with Copper top, 

1" of open cell, Bio-foam with cool gel

3" transition layer of open cell Bio-foam in either Firm -same density head to toe or Zoned with more sink.

5" High Density firm Support layer.

Learn more (57 sec. video)

How firm are these mattresses?

We offer range of firmness and contouring across a range of our most popular mattresses.

 We use High Density Bio foam as it is very firm. This is ideal for additional support that's needed for proper spine alignment for side sleepers and contouring for back sleepers. This works in harmony with the innerspring coils found in our 14" LUX. Our comfort layers are all soft and engineered for contouring, cooling and improving the overall feel of our bed. These layers are designed to give you just enough bounce and flex.

Learn more (65 sec. video)

How do I clean my mattress?

You can spot clean the cover with a mild detergent and water.

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Bedface Sheets

How are you able to offer such high quality at such an awesome price?

Bedface has removed the unnecessary layers in the traditional bedding retail process, working directly with a few select makers. Through this, we are able to pass along the savings to our customers. To learn more, check out our About section.

I noticed I can reserve backordered products, what does that mean?

We never thought our sheets would take off as fast as they did. We have been so lucky, but in this whirlwind we sold sheets much faster than we ever expected. What back-order means is that we have temporarily sold out of that specific size and/or colour. Don't worry though! We already have our sewers making new sheets sets as you read this. When you purchase back-ordered sheets, we are reserving those for you and will be shipping them to you as soon as they land. Thank you for supporting our dream to change the way people sleep, without customers like you we wouldn't exist.

Why do you offer only 3 colors?

We want to provide our customers with a few easy to coordinate colors to choose from, This way your neutral colored Bedface items will complement any decor and won't go out of fashion in time. You need only update the accessories to keep your bed exactly how you want it.

What is the fabric content of Bedface sheets?

All Bedface bedding is designed using our Facetech™ cotton, developed with quality, breathability, comfort, and durability in mind. Facetech™ is made of 100% cotton and has a matte finish. It is slightly thicker and more textured than traditional bedding giving it an artisan quality. You can find out more about Facetech™ in our Fabric section.

How do I wash and dry Bedface sheets?

We recommend washing in cold water and then tumble drying on low heat. Our sheets come prewashed, and ready for sleep.

Where do your products ship from?

Bedface products ship from our Worldwide Headquarters in Kelowna BC, Canada or our Haven mattress production locations in Calgary AB and Mississauga ON.

What sizes does Bedface carry?

Bedface offers bedding sizes to fit: Twin, Twin XL, Full, Queen, King, and Cali King.

When do orders ship once I make a purchase?

All in-stock orders are shipped out within 24 to 48 hours. That gives us just enough time to package it with love.

How long will shipping take?

From the ship date, it usually takes approximately 3-6 business days. You will receive an email with tracking information once your order has shipped. Please note that you will not pay any duties or taxes upon delivery.

What is the thread count of Bedface sheets?

Thread count is largely a marketing ploy and isn't actually the best way to determine the quality of your sheets. That's why we don't include it in our descriptions. To learn more about thread count and what you should look for in your sheets, read our blog post on The Thread Count Myth here.

Adjustable Bed Base

Approximately how long from the order date will it take my bed to be delivered?

Your Reverie Base will ship out usually within 2-3 business days. It does come in a separate box from the mattress and you will be provided a tracking number for your shipment.

What does your Nightstand™ smartphone app do that the remote won’t?

Nightstand, which is available for both iOS and Android, does everything the remote does and more. You can save an unlimited number of favorite bed positions, including massage settings, to supplement what’s on your remote. You can also combine all your favorite settings into one long routine, and save that into one setting that goes off in the morning or at bedtime. Another customer favorite is to set an alarm for the bed to raise, with massage, in the morning for a gentle nudge to wake up. Please note that you must have a Reverie 400 with Bluetooth module in order to use the app.

I have a bed frame I already love. Will the system fit inside?

Probably, but not always. Our sleep systems and power beds are designed to fit within most modern bed frames, depending on the height of the lip and inner bed rails. That is one of the reasons we include modular legs. For a guide on how to measure, click here. If you have any questions at all, call us. Remember that your Reverie Base is not returnable, so you want to be sure of this before ordering. detail as possible for your customers.

Reverie Service Number

If you are having any issues please call Reverie Service number at 1-800-973-8374 between 9:00am and 5:00pm EST

My remote isn’t working

Try fresh batteries in your remote.

My remote won’t connect with the bed

Occasionally the remote will lose connection with your bed, for various reasons, including if you are using the smartphone app. This is easily restored. First, try allowing your remote to go back to sleep by setting it down. When you pick the remote up and wake it back up, it should automatically connect to the bed it was last paired with. To pair (or reconnect) the bed with your remote, hold down the lightbulb icon toward the middle of your remote. If you have a Split King, for each remote, hold it down twice.

My remotes control both sides of my split king bed. How do I separate them?

Sync/pair/connect each remote to its respective side twice. Follow the instructions above for syncing your remote; find the sync button on your control module under the bed and hold it down until the light turns green.

My bed won’t move

See remote instructions and also Q&A above to make sure your remote has working batteries and also synced with your bed. If it is, then first check your power outlet where the bed is plugged in to make sure it is working. A lamp is a great way to test this. If you have power, then check the red light on your bed’s control box to make sure that it is on. If not, then check the fuses (link to fuse replacement instructions) on your bed’s control box to make sure none of them has come loose. If you’re not sure where the control box is located, or need further help, call us at 800.973.8374.

Sustainability

How does Haven offer such a great value?

We offer a direct to consumer distribution channel without the indulgent showrooms, commissioned sales folks, large warehousing and distribution expenses. This saves our Haven customers hundreds and thousands of dollars off of a like quality bed found in retail stores. 

We also offer a price integrity program that ensures regardless of when you buy. Haven products are selling on-line at an everyday low price.

Click here for the comparison guide.

How can Haven be Vegan?

Cruelty-free means that the dies and adhesives we use do not contain animal products or are tested on animals. using plant-based latex and foams has an important impact to off-gassing of a mattress. Also when the life of Haven is over, these materials are much easier to recycle or break down in a landfill compares to 100% polyurethane that dominates the market

As an industry there are very little protections in place as to what manufactures put into a mattress for sale.

Many other mattresses may contain: wool, silk, horse hair, animal filler adhesives . When you know better, you do better.

Learn more (48 sec. video)

Where is Haven made?

Our mattresses are mostly hand made in Mississauga Ontario and Calgary Alberta, Canada by highly skilled craftsmen using top-quality materials that are also sourced in Canada. . We are also careful to keep the raw materials on hand for our fastest selling models. This way we make every Haven fresh, almost to order, not sitting for months dusty in a warehouse.

What is the Haven Sleep Co. mission?

Our driving mission is "to improve the quality of sleep for all". That includes the athlete looking to improve recovery times. It's the family that wants the best for their generation and the next. It also includes those among us, less fortunate that would be trilled to have just a basic bed to call theirs. We all deserve an upgrade.

Haven is the collaboration of industry veterans with decades of experience, individuals with a passion for health and wellness. With a few million (non-Haven) mattresses already in the market sold in retail stores, we took the very best mattress designs and offered them direct to consumers without gimicks. 

Haven is Canada's first wellness mattress company and the first to donate to charity as a social impact company. For each 10 sold you help us donate 1 to charity. All mattress companies donate damaged or returned items to charity when possible. The 10:1 mission goes deeper as these are purpose built for the requirements of a shelter.

Learn more (29 sec. video)

How can I avoid flame retardants?

Havens do not contain chemical fire retardants or the chemical sock required by USA laws.

Learn more (22 sec. video)

What is the #SafeHaven 10 to 1 promise?

For every 10 mattresses that are purchased, we will donate a purpose built mattress to a shelter, registered charity.