Frequently asked questions about custom mattresses

Frequently Asked Questions About Custom Mattresses

  • Where can I find prices?
    • On each mattress page, you'll see a toolbar to select "width" and "length". Simply click the "width" toolbar and select your mattress' width from the list. Next, click the "length" toolbar and select your mattress' length from the list.
    • After both are selected, you'll see a price above that section (beneath the mattresses name) that will show the price. Now all you have to do is click "Add to Cart" and complete the checkout process!
  • How long does it take to receive my mattress?
    • Current lead-time for us to build any Cocoa mattress model is around 3 weeks.
    • All our products are handcrafted and made-as-ordered. Although lead-times can fluctuate, we plan to have a mattress shipped around 2 weeks of the order date. *Multiple mattresses and special cuts may take a bit longer.
    • Once the product is built, it is carefully packaged and then shipped via UPS ground. A tracking number will be provided via email. 
  • I'm having trouble measuring, can you help?
    • Absolutely! Please feel free to reach out to us either over the phone or via email on our Contact Us page.  We're happy to help guide you through the process.
    • Also, if your mattress needs a special cut, we have several measuring templates available. Those can be viewed and printed on our Measuring Templates page. 
    • How are mattresses shipped?
      • All mattresses are packaged via the "roll-pack" method and shipped via UPS. We currently ship to all 48 contiguous United States (this would not include Alaska or Hawaii). Normal UPS ground shipping is between 1-6 business days, depending on location. For more information on shipping and unpacking, visit our Shipping page.
    • Can I order a box spring or foundation with my mattress?
      • Yes! We offer a 7" Foundation that is available in custom sizes.  Visit our Custom Size Box/Foundation page for more information.
      • I need a mattress for my RV. Do you make RV mattresses?
        • Yes! The most common size for an RV is a "short" queen, which measures 60" wide by 74 - 75" long. In this case you would select these measurement on the mattress page you would like to purchase. Any of the seven mattress models on this site are available for an RV. If your RV size isn't 60"x75", thats fine! Just input the measurements you want into the toolbars and click "Add to Cart".
      • What should I put my new mattress on?
        • There are a variety of options available to support your new mattress correctly. Click HERE to view our recommendations.
        • I'm looking for an oversized mattress. What's the largest mattress size I can buy?
          • We are currently able to package and ship mattresses up to 78" wide and 84" long.  That is the maximum space that our packaging machine can accommodate. If you're interested in filling a bed frame that is larger than that, it may be worth considering a "split" mattress. We do this quite often for customers that are looking for a size larger than 78" wide of 84" long. 
        • Can you make a mattress with a hinge that folds in half?
          • Yes!  We now make a mattress that has a hinge and folds.  Visit the Hinged Folding Mattress page for all the details.
        • Will my new mattress smell after I open it?
          • Like any upholstered product, all mattresses will have a new smell. Since our mattresses are made-to-order, the materials are still fresh from the factory when you receive delivery. If you do notice a smell after unpacking the mattress, wait a few hours before putting sheets on. This will allow the mattress to breathe and fully expand to its natural shape. *Keep in mind that any smell coming from a new mattress is normal and completely harmless. 
            • How thick are the mattresses?
            • Will my special size mattress be exactly the dimensions I requested?
              • As skilled as our builders are, it is impossible to construct an upholstered mattress to exact desired dimensions for every size variant. If it's a model with individually-wrapped coils, each coil spring has a predetermined diameter that we cannot split into halves or thirds to measure prefect for every size combination. Therefore, we build the mattress to within a 1" variance of requested dimensions. In most cases our mattresses are very close to perfect. However, these restrictions do exist and it is completely normal for your mattress to finish slightly smaller or larger than ordered. On the Cart page, you can request a "slightly undersize" or "slightly oversize" preference when we build. You can find more information about the size variance HERE.
              • Can I choose a different mattress thickness than what is listed?
                • We do everything we can to accommodate your size and comfort preferences. Some of our mattresses can be customized to be slightly shorter or taller, but there are some that cannot. In order to change the height of a mattress, a component or layer is either added or removed, followed by a customization of the border and fabric materials. It is important to keep in mind that this does change the comfort level of the mattress. Feel free to contact us and we can assist in finding the right solution.
              • Once I've placed an order, can I change the size or cancel it?
                • CMM allows changes and cancellations up to 24 hours after the order is placed. After 1 day, we've already started building the custom product and it cannot be changed or cancelled. See additional details about our order changes and cancellation policy HERE.
                • Can you build a mattress that has angled, notched or radius corners?
                  • Yes to all three. In the top menu/toolbar called "Special Shapes", choose the cut you need and send us an email request.
                  • Can you make a mattress for a boat?
                    • Yes we can, as long as the top and bottom of the mattress are the same dimensions. However, there are some shapes that are very difficult to build using our "Quantum Edge" coil design. Please feel free to contact us and upload a sketch/drawing of the mattress. We would be happy to take a look and make a recommendation.
                  • Can you make a crib mattress?
                    • We make standard consumer mattresses and do not market or build mattresses specifically for cribs. Per the CPSC, these require additional testing and licensing which we do not currently hold. If you find a mattress size and model on our website for a non-crib setup, we'd be happy to assist.
                    • Do you make a round mattress?
                      • We can build mattresses to have angled, notched or radius corners. This can be at the head/foot only, or both ends. Due to the current production process used, we do not build perfectly round mattress at this time.
                        • What mattress would you recommend for someone that has a bad back?
                          • All mattresses on this website are designed to correctly align the spine of any average human being. Comfort on the other hand, is a subjective term and differs depending on the individual. If you are used to a softer top mattress that compresses and hugs you as you lay, the Cocoa-Soft Latex or Cocoa-Gel would provide this type of feel. If you prefer a mattress that doesn't compress a lot and doesn't hug you, the Daytona or Cocoa-Firm Latex would be firmer options. We recommend looking at the firmness meter picture that's included on each mattresses page. This shows where that mattress sits in regard to firmness. 
                          • Can I change some of the materials in the mattresses?
                            • The mattresses on this website were designed specifically with the intention of providing comfort and durability for all walks of life. Changing materials inside the mattress can result in a totally different feel and/or decrease in quality. Therefore, we tend to shy away from substituting materials. However, we will do everything we can to accommodate the needs of our customers. There are some restrictions as to what we can and cannot do, but feel free to contact us and we can discuss possible options.
                            • How do your mattresses rank when compared to other manufacturers?
                              • There are many, many different mattress manufacturers out there. Each has its own vision and strategy to sell mattresses. At Custom Mattress Makers, 10 out of our 12 mattress models are "hybrid" (spring and padding) mattresses. We strongly believe this combination yields the best comfort, strongest support and longest life expectancy. When doing an apples-to-apples comparison of hybrid mattresses, our products will well exceed most others in terms of quality. For example, foam density is a great measurement tool when comparing quality. The higher the density of foam, the higher the quality. We are very transparent when it comes to the materials we use in our products and actually list the foam densities (quality level) on each mattress page. Another unit of measurement that can be used is coil count. A mattress with a higher coil count will conform to ones body more effectively than a mattress with a lower coil count. Also, coil gauge is important. Coil gauge is the thickness of the steel wire that makes up the spring. The lower the gauge, the thicker the steel. A thicker steel spring will be more resilient than a thinner steel spring, resulting in improved durability and longevity. If there is a mattress from another retailer you are considering, we strongly encourage finding out the foam density and coil count to do a comparison. 
                            • Can I purchase a bed frame?
                              • At this time we cannot ship bed frames nationwide. We recommend contacting a local furniture store or frame retailer near you to make this purchase.
                            • What are my options if I get my mattress home and it's not what I expected?
                                1. Give it some time. The transition to a new mattress can be somewhat confusing to the body. This is especially true if an under-supportive and worn out mattress was used for many years prior. There is a period of time where the body needs to adapt to the added support of the new mattress. For most, this time can be very short and many even fall in love the first night. For others, the transitional period can last a couple weeks or longer. It's very important to use the mattress for at least 30 consecutive nights before changing/adding to the comfort of the mattress. If you've completed these 30 nights and something still isn't right, move on to #2. 
                                2. Purchase a mattress topper. If the mattress is too soft (compressing too much - lower back discomfort) look for a firm topper. If the mattress is too firm (not enough compression - pressure points in shoulder/hips) look for a soft topper. These can improve comfort significantly without having to purchase a new mattress. If you've tried the topper for at least 14 consecutive nights and are still unsatisfied with the comfort, see #3.
                                3. Take advantage of our "100-Night Satisfaction Guarantee" policy. See all details about this HERE