Filing a Warranty Claim
If you're experiencing an issue with your Megsu product that you believe is covered under warranty, follow these steps.
What You'll Need
Before contacting us, gather the following information:
- Order number or proof of purchase
- Date of purchase
- Product name and size
- Law tag number — This is the white tag sewn to your mattress or product. Do not remove it.
- Photos of the issue:
- Close-up photos of the defect
- Full photo of the product
- Photo of the law tag
- If sagging: a photo with a ruler or straight edge placed across the affected area
How to Submit Your Claim
Step 1: Document the Issue
Take clear, well-lit photos of:
- The defect or damage
- The full product for context
- The law tag with visible information
- Any measurement evidence (e.g., ruler showing sag depth)
Step 2: Contact Support
Reach out to our team through any of these channels:
- Email: support@silkandsnow.com (include photos as attachments)
- Phone: 1-888-316-4859
Step 3: Claim Review
- Our team will review your submission within 3–5 business days
- We may request additional photos or information
- You'll receive an email with the outcome of your claim
Step 4: Resolution
If your claim is approved:
- Replacement: We'll ship a replacement product at no cost
- Repair: In some cases, a repair may be offered
- Pro-rated credit: Depending on the product age, a pro-rated credit toward a new purchase may be issued
Frequently Asked Questions
Where is the law tag?
The law tag is a white tag sewn into the seam of your mattress, usually near the foot of the bed. It contains important manufacturing information needed for warranty claims.
What if I removed the law tag?
While the law tag is typically required for claims, contact our team — we may be able to verify your product through other means.
How long does the process take?
Most claims are resolved within 1–2 weeks from submission. Replacement shipping follows standard delivery timelines.
Is the warranty transferable?
No, the warranty covers the original purchaser only and is not transferable.
Tip: Take a photo of your law tag when you first receive your product and store it with your purchase receipt for easy access if you ever need to file a claim.