Mattress Guides

The Fine Print: Breaking Down the Puffy Mattress Warranty

Puffy offers a Lifetime warranty. But what exactly does it cover, and what qualifies as a “lifetime?”

By Megan Griffith

Puffy is a bed-in-a-box mattress company that crafts memory foam and hybrid beds. The Puffy mattress, the Puffy Lux mattress, and the Puffy Royal mattress all boast Climate Comfort memory foam top layers for excellent temperature regulation and pressure relief. And every bed comes with Puffy’s generous Lifetime warranty. Let’s dig in so you know what’s covered, what isn’t covered, and other helpful facts. 

Not sure which Puffy mattress is best for you? Read our Puffy mattress review, Puffy Lux Hybrid mattress review, and Puffy Royal Hybrid mattress review or put all three side by side in our Puffy mattress comparison.

How Long Does Puffy Warranty Period Last?

Puffy’s Lifetime warranty is non-prorated, which means that Puffy covers the full cost for mattress repair or replacement as long as the original owner has the bed. But if you bought your Puffy second-hand or were gifted it by a friend, the Puffy warranty isn’t valid. 

There are no warranties longer than Puffy’s. Compared to the more common 10-year warranty or prorated Lifetime warranty—a warranty where you eventually pay a fee to repair a defect—the Puffy warranty is undoubtedly generous.

What is Covered by the Puffy Warranty?

Body Impressions or Visible Sagging >1.5” 

Most sleepers want a mattress with gentle contouring for comfort and pain relief. But did you know that the way comfort layers conform to your body becomes somewhat permanent over time? Just like a new shoe molds to your foot shape, a mattress’s top layer saves your body impression. 

The good news? Minor dips typically don’t disrupt sleep, and some people even enjoy the glove-like fit. But excessive indentations or sagging are uncomfortable and can cause poor alignment and back pain. If your Puffy bed stays depressed by more than 1.5” when you get out of it, that’s a material defect.  

Foam or Spring Defects

If you experience foam splitting, cracking, or crumbling that isn’t due to user damage or misuse, the Puffy warranty covers the defect. Similarly, faulty springs that pop through the side qualify you for a new or repaired Puffy mattress. 

Problems With the Zipper

Every Puffy mattress comes with a zipped mattress cover. If your mattress arrives and the zipper is already defective, Puffy will replace it. But if the zipper breaks during normal usage, Puffy might claim it resulted from “improper or overuse of zipper,” which the warranty doesn’t cover.  

Fabric Defects

If you receive your Puffy mattress and the cover is damaged, that’s a covered defect. Additionally, fabric issues like unraveling stitches that occur over time may qualify as a defect. But if your dog scratches a hole in the fabric, that’s a user error. 

What the Puffy Warranty Does Not Cover

Gradual Change In Firmness Level

It’s normal for the top foam layer to lose some of its firmness over time. On the 1–10 firmness scale, you might notice your mattress dropping a point or two after five or 10 years. For instance, a medium-firm bed might turn into a medium firmness mattress, while a medium-soft mattress becomes quite plush. No matter how high-quality a mattress’s constituents, they won’t feel exactly the same after a decade. 

While some back sleepers and side sleepers may enjoy the extra cushion at their pressure points, stomach sleepers need sufficient core support for proper alignment. Unfortunately, firmness changes happen with every mattress. As such, the warranty doesn’t cover gradual softening.  

Sleep Preferences

Thanks to Puffy’s 101-night sleep trial, you don’t have to keep the Puffy unless you love it. The thing is, your perfect mattress can change with time. 

Say you’re a combination sleeper, so you buy one of the hybrid Puffy models for the bounce that comes from an innerspring support layer. But then you get into a relationship and your partner complains about motion transfer. Your best mattress may then change to a memory foam mattress for superior motion isolation

Puffy won’t replace or repair the mattress because it no longer fits your needs. If this happens, it may simply be time to shop for a new one.  

Helpful Tip: You might consider adding a mattress topper if you want a slightly different feel. Depending on the topper you buy, it can bring added softness or even a bit more responsiveness. Head over to our roundup of the Best Mattress Toppers for some ideas. 

Lingering Off-Gassing Odor

Bed-in-box mattresses come with one major downside: off-gassing. This is when a new mattress releases small chemicals into the air, creating a smell. The temporary scent can cause headaches, but you don’t need to worry about any dangerous health effects because the Puffy bed contains CertiPUR-US certified memory foam and polyfoam

Rest assured that this scent is temporary. But if you find the odor too much, you can return the Puffy bed during the 101-night trial period. Puffy sends a local charity to pick up the mattress, so it won’t go to waste. Just keep in mind that nearly all foam beds have this scent when they first arrive. 

For little-to-no odor, opt for one of the all-natural beds on our Best Organic Mattresses roundup.  

Sagging Caused by Poor Support

You can’t just place your Puffy mattress on anything and expect it to hold up. You want a foundation that’s the right size and sufficiently supportive. Widely spaced slats, an old box spring, or placing the mattress on the floor aren’t great ideas. Over time, improper support may cause sagging, and Puffy won’t cover damage caused by using the wrong base. 

Not sure which base is best? Puffy offers an adjustable base, bed frame, and foundation that deliver sufficient support.   

Damage Caused by You or Your Family

Did your dog rip off a piece of the foam after you accidentally spilled something tempting on the surface? Or did you use too large of a knife when unboxing the mattress, slicing a sizable gash into the soft foam? Unfortunately, this type of damage isn’t a material or craftsmanship defect, so Puffy won’t fix it.  

What Could Void My Warranty?

  • Using an unsupportive foundation or bed frame
  • Burns, tears, spills, or other damage caused by you
  • Mold, bed bugs, or other infestations
  • Buying the Puffy mattress second hand
  • Buying the Puffy from anyone other than Puffy or an authorized Puffy distributor
  • Moving outside of the United States

How Does the Puffy Warranty Measure Up? 

The Puffy non-prorated Lifetime warranty is more generous than the typical warranty. Most mattresses have a 10-year warranty. And if a bed comes with a longer warranty, you might be responsible for a portion of the cost for a covered defect after five, 10, or 15 years. But with the Puffy warranty, you have full coverage against defects for as long as you own the bed. 

Our only qualm is that Puffy won’t approve a claim for body impressions until the sagging exceeds 1.5”. While 1.5” is fairly common, some companies repair or replace a mattress when an indentation is just 0.75” or 1” deep.

Filing a Warranty Claim With Puffy

Puffy makes filing a warranty claim easier than many companies. Here’s how to get a claim started. 

What you’ll need: 

  • The first and last name of the person who ordered the Puffy
  • A photo or video of the defect
  • A description of the defect
  • Your order number (optional) 

Next, put all of the above information into an email and send it to support@puffy.com. Within a week, a Puffy representative should contact you and tell you the next steps. 

Caring for Your Puffy Mattress

  • Use a suitable foundation: Be sure that the box spring, adjustable base, or bed frame that you use is strong and sturdy. Ask a Puffy representative if you aren’t sure about your current foundation. 
  • Cover with a mattress protector: We recommend that you use a waterproof mattress protector on every bed. You never know when an accident, spill, or even flood damage may harm your mattress.
  • Rotate your mattress: To minimize body indentations, rotate your Puffy mattress from head to foot every six months.

FAQs About the Puffy Warranty 

Do I pay for shipping if Puffy deems my mattress defective?

If Puffy deems your mattress defective, you do not need to pay anything to have it replaced or repaired. Puffy covers the shipping cost along with the mattress cost, even after 10, 20, or 30 years. 

Do Puffy bases and bedding come with Lifetime warranties? 

Puffy is one of the few companies that backs every product with a Lifetime warranty. Whether you buy Puffy sheets, pillows, a mattress topper, or an adjustable base, they all have defect coverage for as long as you own them.