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You may have them in upside down, even though you see the "This side up" printing on the side rails. You also need to see “This side up” printed on the center of the fabric that connects the two side rails (we call this area the tray). This is common with Advanced and Elegance Series because their rails are connected by fabric. Please remove and flip your foam rails to make sure that you have unrolled the rails properly. You will want the maximum amount of fabric between them. If there is still fabric is folded under the rail it will not fit properly.
Please allow up to 30-60 minutes for full expansion. In order to ship your Personal Comfort mattress efficiently we roll and compress some of the foam components of your mattress.
This is generally caused by air chambers that are misplaced or mis-aligned. You may need to reposition your air chambers. To do so, deflate your mattress to approximately half capacity. Unzip the cover assembly to expose the air chambers and reposition them towards the middle by pushing them together. Make sure they are not constricted by any other foam pieces as well. They should have a very snug fit when properly aligned.
Sometimes the comfort layers will get hung up on each other so you may need to need to readjust them. Please unzip your top panel mattress cover to expose your comfort layers. Readjust the comfort layers so there is an even distribution of material over your mattress. You may have to completely remove them to reposition properly.
You should not be experiencing any air loss from your mattress. In the rare event that a component may cause a leak, you are covered by the 25 year limited warranty. To start diagnosing the issue please check all connections between the air chambers and the air control unit. Disconnect each fitting, examine the black O-ring for any damage. Lubricate with a non-petroleum based lubricant like mineral oil or vegetable oil (DO NOT USE VASELINE). Reconnect the fittings and make sure you hear a “click” sound when the fitting is secured.
To help identify wether the leak is caused by a defective air chamber or defective air control unit, try switching the hose connections at the air control unit. Re-inflate the mattress and take note of which side of the bed (air chamber) deflates over time (please note: it may take a full sleep cycle to determine where the leak resides). If the leak switched to the other side of the mattress (other air chamber) your air control unit may need to be repaired/replaced. If the leak stayed on same side the mattress your air chamber and/or fitting may need to be repaired/replaced. Please call 800-694-4088 ext. 2.
If you would like your mattress to look crisp and new after you get out of bed in the morning, please inflate your mattress to the maximum limit on your controller. If you still feel that your mattress has a body impression and you have fully inflated your mattress please check for leaks (see above). If there are no leaks you may want to unzip and remove the top panel mattress cover and realign the comfort layers (see above) and redistribute the material where you are experiencing the body impression. Compression over time is considered normal wear, please refer to the 25 year limited warranty regarding foam compression.
*The Personal Comfort Mattresses have a lifetime of 25 years. Never Sag™ guarantee ensures that normal foam compression, body impressions and air chamber thickness will not compress to 25% of the overall thickness of the mattress when the air chambers are fully inflated.
If you are sensitive to smells and notice a “New car smell” coming from the mattress, this is normal. Your product is a brand new mattress and it's very similar to that brand “New car smell.” This smell will fade over time. You may wish to unzip your center and/or top panels and let your mattress air out during the day when it’s not in use. After a few days the “new car” smell will dissipate.
Note: A simple trick we’ve learned is to take a few dryer sheets and lay them on top of the air chambers to mask any odor with a fresh laundry scent. Please call us if you have any concerns 888-694-4088 x2.
Disconnect your air control unit from your surge protector. Wait for 30 seconds and plug your air control unit into the surge protector. Then follow the same steps as listed above “One side of mattress is losing air throughout the night”
If you are setting up your bed for the first time and you notice that only one side of the air control unit seems to be air control uniting air then it’s very likely that the hand control or the air control unit may have received damage during shipping. Although this is very unlikely it still can happen, we do not own the shipping company and can not control how they handle your new product. They do the best they can to prevent damage and we hope that you receive a mattress in perfectly working condition. In the rare event this happens, there is a quick fix to get your bed inflated in order to begin sleeping on your new mattress.
Determine which side is pushing out air by simply adjusting the hand control to a higher number. Air will begin to come out of the side of the air control unit that is working. Please use the working side of your air control unit to fill up both chambers, you will have to disconnect the chamber from the air control unit when complete before you can fill up the other chamber. You can even find a good setting and set both sides where you feel is most comfortable.
After you have properly inflated the mattress and found an acceptable setting, we recommend completely unhooking and removing power to the defective air control unit. Please contact our warranty service department after you have completed this quick fix so you can have a replacement part sent out. Our warranty servicing department is open Monday through Friday from 9:00 AM - 5:30 PM Eastern and can be reached at 1-888-694-4088 x5 or email@example.com.
Some slight fluctuations in your sleep setting is normal. For accuracy, always set your sleep setting while you are laying in bed. Temperature changes and atmospheric changes may slightly affect your sleep setting.
Make sure you have power to your surge protector and to your air control unit system. Check to see if the surge protector is plugged into an outlet that has power and not connected to an on/off wall switch. If the electrical outlet is controlled by a switch, make sure the switch is in the ON position. To verify your air control unit system has power the hand control units must be plugged into the air control unit system. Once under power the hand controls will turn on. If the air control unit system still does not turn on please contact customer service by calling 888-694-4088 x2
Make sure you have power to your surge protector and to your air control unit system. If the air control unit system has a fuse, please check the fuse in the back of the air control unit (not all models come with a fuse). If fuse is blown please replace with a compatible fuse. Please visit our F.A.Q. page to learn more about the specifications required for fuse replacement. Make sure the power cord is completely inserted in the receptacle on the back of the air control unit.
Check all hoses from the air control unit to the mattress air chambers for any kinks, twists, or other air flow restrictions. Disconnect each fitting, examine the black O-ring for any damage. Lubricate with a non-petroleum based lubricant like mineral oil or vegetable oil (DO NOT USE VASELINE). Reconnect the fittings and make sure you hear a “click” sound when the fitting is secured.
Check to make sure the hand control wires are connected properly to the air control unit and free of any kinks or pinching. Check to see if the air control unit is responsive by changing the setting on the hand control to a different number. If nothing works, please do a hard reset of the air control unit by disconnecting it from power, wait 30 seconds, then reconnect the power (be sure to use a surge protector). Once powered back up please select the “use” option and try to adjust your mattress. If still no reaction from the air control unit please check both remotes to see if one or the other is working. Sometimes one remote may become damaged during shipping. Our warranty servicing department is open Monday through Friday from 9:00 AM - 5:30 PM Eastern and can be reached at 1-888-694-4088 x5 or firstname.lastname@example.org.
Check to make sure the hand control is properly connected to the air control unit. Inspect all cords to make sure they have not been damaged or cut. Disconnect the non functioning hand control and connect it to the other side of the air control unit. If the hand control continues to be non operational the hand control will need to be repaired or replaced. If the hand control works on one side but not the other, the air control unit may not be functioning properly. Contact customer service at 1-888-694-4088 ext. 2.
In the event of a power outage your air chambers should remain full and your mattress should stay at the same sleep setting.
Once you regain power, you may need to reset your air control unit by unplugging it from the surge protector, wait 30 seconds, and reconnect to reset the system.
In the event of a power outage your hand controls will still remember your memory settings after you have regained power.
The air control unit system is ran by software to control how the air control unit inflates and deflates your air chambers. If the software seems to not react properly to your commands there is a good chance your air control unit has to perform a power cycle. This is very similar to restarting your computer when things start acting up. We recommend you unplug your air control unit from your surge protector, wait 30 seconds, and plug it back in to reset the system.