Below are answers to some of our most common questions. Need further help? Please contact us.

General FAQ

Does the Stay Well Shop offer free shipping?

What is white glove delivery?

Does the Stay Well Shop ship to any address?

What is the Stay Well Shop return policy?

What is the Stay Well™ Mattress return policy?

Rabbit Air

What type of maintenance is required for my Rabbit Air purifier?

How often do I have to replace the filters in my Rabbit Air purifier?

How do I clean the sensors on my Rabbit Air Purifier?

How does the Rabbit Air come in and out of sleep mode?

Does the Rabbit Air MinusA2 emit ozone?

Stay Well™ Mattress

What is the ideal surface for the Stay Well™ Mattress?

What material is the mattress made of?

How is the 3” quick response Natural Memory foam layer created?

Are there chemical fire retardants in the Stay Well™ Mattress?

What types of adhesives are used to adhere the Natural Memory Foam posture layer to the compressed cotton layer?

How is the mattress delivered?

Where is the Stay Well™ Mattress manufactured?

How should you wash the Stay Well™ mattress cover?

Essentia Pillows

What is Natural Memory Foam?

What If I’m prone To Allergies?

How Do I Keep My Essentia Pillow Clean?

What Is The Warranty On The Pillows?

ScentCube™

How many square feet can the ScentCube cover?

What is unique about the Ascents® Gels?

Are Ascents® Gels included when you purchase a ScentCube™?

How can you control the speed of the fan within the ScentCube™?

How can you control the scent intensity of the ScentCube™?

How do you know when to replace the Ascents® Gel?

Stay Well™ Linens

How often should I wash the Stay Well™ Linens?

Have DreamSkin® treated fabrics been tested for skin sensitivity compared to other linens?

How does the DreamSkin® technology create an environment conducive to healthy skin?

Bed Light 2x by Mylight.me

What is the range of the sensor?

Where should I place the sensor?

What should I do if the sensor does not respond to motion?

What should I do if the adhesive tape does not stick?

How many LED strips can be connected in order to make longer strands of light?

Can the LED strips be shortened to fit smaller installations?

What if the wires are too short?

Why do the LED strips not fully turn off but rather only fade from bright to dim?

Why doesn’t the light turn on when I plug it in?

General FAQ

Q: Does the Stay Well Shop offer free shipping?

We are delighted to offer free ground shipping to the U.S. for all orders over $100.
* Additional fees apply for Alaska and Hawaii

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Q: What is white glove delivery?

White glove delivery is a premium service that Stay Well provides and personally coordinates with you when you purchase a Stay Well™ mattress or foundation. This service is free of charge and includes delivery, full set up and removal of packaging. In addition, removal of your existing mattress is also available upon request. You simply need to select “Yes, please!” for Mattress Recycling when you are customizing the purchase of your Stay Well™ Mattress.

In order to ensure prompt and efficient white glove delivery, please note the following procedures:

  • For optimal set up, the area must be clear and bed linens must be removed. If the area is not clear it will be difficult for the white glove delivery service to set up.
  • Please inspect merchandise prior to the white glove delivery service leaving the residence; you may refuse delivery of defective or damaged merchandise.
  • White glove delivery is complimentary and there will be no additional delivery fees for completion of a partial delivery or replacement of non-conforming merchandise. In the event of a return or exchange, a transportation, pick up and recycling fee will be deducted from your refund.
  • Customer must report any issue arising from delivery to contact@staywellshop.com within 2 days of delivery. If an issue is not reported within 2 days of the delivery, customer waives all rights to any remedy, if any, resulting from such issue.
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Q: Does the Stay Well Shop ship to any address?

The Stay Well Shop cannot deliver to any APO (Army Post Office), FPO (Fleet Post Office) or US Territory address. At this time we do not offer international shipping.

* If you have any shipping questions, please contact us or call 1.888.346.4582.

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Q: What is the Stay Well Shop return policy?

We want you to be fully satisfied with every product that you purchase from the Stay Well Shop. If you are not satisfied with an item that you have purchased, you may return the item within 30 days of delivery for a full refund of the purchase price, minus the shipping, handling or other additional charges.

The item must be returned in good condition, in original boxes, and with all paperwork, parts and accessories to ensure full credit.

To view our Return Policy, please click here.

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Q: What is the Stay Well™ Mattress return policy?

A new mattress can be an adjustment on your body. We ask that you sleep on your Stay Well™ Mattress for at least 30 days prior to considering a return. This will allow your body to adapt to the new mattress and fully experience its benefits.

After 30 days and up until 60 days from date of delivery, if you would still like to return or exchange your mattress and/or foundation, please call a Stay Well Specialist at 1.888.346.4582 and we will be happy to assist you with your return.

Please note that for any mattress return there is a fee for transportation, pick up and recycling, and the costs will be deducted from your refund.

Refunds will be issued within 30 days of receipt of the returned mattress.

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Rabbit Air

Q: What type of maintenance is required for my Rabbit Air purifier?

Based on 24 hour usage and average indoor air quality, we suggest that you clean the permanent Pre-Filter and Air Quality Sensors at least once every 3 months. For more information on Rabbit Air Purifier maintenance, please click here.

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Q: How often do I have to replace the filters in my Rabbit Air purifier?

Based on 24 hour use and average indoor air quality, we suggest that you replace the Medium filter, BioGS HEPA filter, Customized filter and Charcoal-Based Activated Carbon filter once a year. These 4 filters come in our Filter Replacement Kit. The Pre-Filter is permanent and does not have to be replaced.

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Q: How do I clean the sensors on my Rabbit Air Purifier?

To clean your Rabbit Air sensors, please open the particle sensor cover on the right side of your air purifier. Using a damp cotton swab, gently clean and dry the lens and the dust inlets and outlets. We recommend cleaning your particle sensor every 3 months.

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Q: How does the Rabbit Air come in and out of sleep mode?

In order for the Rabbit Air to go into sleep mode, the light sensor must detect a constant period of darkness.  To leave sleep mode, the light sensor must detect enough intensity of light for a set period of time. Whether the Rabbit Air can come out of sleep mode may vary depending on the type of light (natural sunlight vs florescent lighting) and how intense/direct the light is.

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Q: Does the Rabbit Air MinusA2 emit ozone?

The MinusA2 has been tested to comply with the ozone safety requirements set forth by California Air Resources Board, which means the ozone emission concentration limit is less than 0.050 parts per million.

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Stay Well™ Mattress

Q: What is the ideal surface for the Stay Well™ Mattress?

The ideal surface for a Stay Well™ Mattress is a flat, rigid, breathable surface. A slatted bed or a foundation with a flat breathable surface is ideal.  Box springs will interfere with the contouring support our natural memory foam mattresses provide, especially if they have any wear and the surface is not flat.

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Q: What material is the mattress made of?

The Stay Well™ Mattress encompasses 3″ of patented Natural Memory Foam molded quick response layer, 1” of patented Natural Memory Foam posture support layer and 6” of compressed organic cotton.  In addition, the mattress cover features unbleached organic cotton that is durable, breathable and removable for easy cleaning and dovetailed cotton fabric on the bottom to prevent shifting.

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Q: How is the 3” quick response Natural Memory foam layer created?

The 1” of posture support natural memory foam and 6” compressed organic cotton layer are adhered together with GREENGUARD Certified adhesives and placed in the mold.  Next, the foaming machine pours in the high density natural memory foam into the mold, covering the top and sides like icing on a cake.  After a heating process, the mattress goes through a 7 day curing process.

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Q: Are there chemical fire retardants in the Stay Well™ Mattress?

The Stay Well™ Mattress does not contain any flame retardant chemicals.  Instead the Stay Well™ Mattress is wrapped in Kevlar, the same material used in bullet proof vests.

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Q: What types of adhesives are used to adhere the Natural Memory Foam posture layer to the compressed cotton layer?

The Stay Well™ Mattress uses GREENGUARD Certified adhesives by SIMALFA.

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Q: How is the mattress delivered?

The Stay Well™ Mattress is delivered by a white glove delivery service.  In addition to delivering your new mattress, we will, upon request, handle the removal of your existing mattress.  For more information, click here.

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Q: Where is the Stay Well™ Mattress manufactured?

The Stay Well™ Mattress is manufactured in Canada.

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Q: How should you wash the Stay Well™ mattress cover?

The mattress cover should be machine washed in cold water with mild detergent and no bleach.  The cover should be air dried and should not be placed in the dryer.

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Essentia Pillows

Q: What is Natural Memory Foam?

The natural memory foam in Essentia’s pillows is made from natural latex. This proprietary natural latex is made using hevea milk, derived from rubber tree sap. Natural latex is an alternative to typically petro-chemical based memory foam.

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Q: What If I’m prone To Allergies?

Essentia’s latex undergoes a cleaning process that removes many of the proteins that can cause latex allergies, helping to create a less allergy-prone sleep environment.

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Q: How Do I Keep My Essentia Pillow Clean?

You may remove the pillow cover and wash it.

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Q: What Is The Warranty On The Pillows?

Essentia’s pillows have a 3 year manufacturer’s warranty.

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ScentCube™

Q: How many square feet can the ScentCube cover?

ScentCube™ is effective for spaces up to 800 sq ft.

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Q: What is unique about the Ascents® Gels?

Ascents Gels® feature unique essential oils that are suspended in and dry-diffused from an all-natural gel.

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Q: Are Ascents® Gels included when you purchase a ScentCube™?

The purchase of a ScentCube™ does not include an Ascents® Gel.  The Stay Well Shop offers 4 unique Ascents® Gels: Calm No. 34, Sleep No. 91, Energize No. 17 and Focus No. 4.

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Q: How can you control the speed of the fan within the ScentCube™?

You can regulate the speed of the fan with the left sliding switch (continuously adjustable from min. to max. speed).

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Q: How can you control the scent intensity of the ScentCube™?

You can control the scent intensity with the right sliding switch. Interval settings include minimal intermittent operation, middle intermittent operation, maximum intermittent operation and permanent operation.

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Q: How do you know when to replace the Ascents® Gel?

While the appearance of the Ascents® Gels don’t change over time, the aroma gradually diminishes.  After approximately 2 months depending upon usage, you will notice the ScentCube™ no longer gives off an aroma.  At this time please replace your Ascents® Gels. Click here to purchase.

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Stay Well™ Linens

Q: How often should I wash the Stay Well™ Linens?

Wash your Stay Well™ linens as you would wash a normal set of linens. Protx2™ will keep your Stay Well™ Linens fresh between washes. Protx2™ is very durable and has been tested to last through at least 100 laundering cycles.

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Q: Have DreamSkin® treated fabrics been tested for skin sensitivity compared to other linens?

Yes, the testing was carried out utilizing a JIS L 1918 test for primary irritation. Treated fabric pieces covered with DreamSkin® showed over 40% greater cells alive when compared to untreated fabric, showing that DreamSkin® treated garments can protect the skin from external irritant damage.

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Q: How does the DreamSkin® technology create an environment conducive to healthy skin?

The DreamSkin® polymer is based on the same technology used for contact lenses.  The biomimetic copolymer matrix forms a multi-layered membrane around each individual strand of fabric.  This means that every individual strand of fabric in DreamSkin® linens contributes to its ability to encourage healthy and hydrated skin.

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Bed Light 2x by Mylight.me

Q: What is the range of the sensor?

The sensor can detect motion from 12 feet away in an arc of 120 degrees from the eye of the sensor. Bed light sensors are light sensitive and will only turn on in low levels of light or darkness.

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Q: Where should I place the sensor?

Place the sensor where it can best detect motion. There will need to be a clear sight line from the sensor to the area to be illuminated.

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Q: What should I do if the sensor does not respond to motion?

Please check that all wires are connected correctly. The mylight sensor reacts not only to motion but also to brightness. It is possible that the room is not dark enough for the sensor to work. If the situation persists, please contact a Stay Well Specialist.

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Q: What should I do if the adhesive tape does not stick?

Wipe the area you where you want to install mylight with a moist cloth, dry the area, and try to adhere the LED strips again.

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Q: How many LED strips can be connected in order to make longer strands of light?

We do not recommend more than 20 feet of LED coming from a single power supply. Longer lengths will experience dimming at the end of the strand furthest from the power source.

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Q: Can the LED strips be shortened to fit smaller installations?

Yes, there are “cut” lines indicated approximately every four inches on the LED strips. There is also an end cap included to slip over the cut end of the strip for a more finished look.

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Q: What if the wires are too short?

If the wire between LEDs is too short, try to install LED strips closer to each other. If the issue is the wire between the LED strips and the motion sensor, please choose another location for the sensor. 
If the power supply cannot reach the socket, place the sensor as close as possible to the socket where the wire is longest.

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Q: Why do the LED strips not fully turn off but rather only fade from bright to dim?

Occasionally there are sensors that fail. If you are experiencing this problem, the sensor may need to be replaced. Please reach out to a Stay Well Specialist if you are experiencing this issue. Note: There is no need to remove the LED strips; only the sensor needs to be replaced.

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Q: Why doesn’t the light turn on when I plug it in?

When the system is initially plugged in, the sensor will need to calibrate. This can take from 30 to 60 seconds. After that delay, the lights should turn on whenever motion is detected and light levels are low.

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