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# Frequently Asked Questions

1. [Topper Dimensions](/content/pages/FAQs#block-1509fd0f-6b31-4e71-9acd-108c469c408e/index.html)

Topper Dimensions

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Select High Density

**View Size Guide**

### 2 inch

**Twin:** 74" x 38" x 2"

**Twin XL:** 79" x 38" x 2"

**Full:** 74" x 53" x 2"

**Queen (RV) Short:** 74" x 59" x 2"

**Queen:** 79" x 59" x 2"

**King:** 79" x 75" x 2"

**Cal King:** 83" x 71" x 2"

### 3 inch

**Twin:** 74" x 38" x 3"

**Twin XL:** 79" x 38" x 3"

**Full:** 74" x 53" x 3"

**Full XL:** 79" x 53" x 3"

**Queen (RV) Short:** 74" x 59" x 3"

**Queen:** 79" x 59" x 3"

**King:** 79" x 75" x 3"

**King Short:** 74" x 71" x 3"

**Cal King:** 83" x 71" x 3"

### 4 inch

**Twin:** 74" x 38" x 4"

**Twin XL:** 79" x 38" x 4"

**Full:** 74" x 53" x 4"

**Queen (RV) Short:** 74" x 59" x 4"

**Queen:** 79" x 59" x 4"

**King:** 79" x 75" x 4"

**Cal King:** 83" x 71" x 4"

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Hybrid Lux

**View Size Guide**

### 3 inch

**Twin:** 75" x 39" x 3"

**Twin XL:** 80" x 39" x 3"

**Full:** 75" x 54" x 3"

**Short (RV) Queen:** 75" x 60" x 3"

**Queen:** 80" x 60" x 3"

**King:** 80" x 76" x 3"

**Cal King:** 84" x 72" x 3"

### 4 inch

**Twin:** 75" x 39" x 4"

**Twin XL:** 80" x 39" x 4"

**Full:** 75" x 54" x 4"

**Full XL:** 80" x 54" x 4"

**Short (RV) Queen:** 75" x 60" x 4"

**Queen:** 80" x 60" x 4"

**King:** 80" x 76" x 4"

**Cal King:** 84" x 72" x 4"

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Active Cooling

**View Size Guide**

**Twin XL:** 80" x 39" x 4"

**Full:** 75" x 54" x 4"

**Queen:** 80" x 60" x 4"

**King:** 80" x 76" x 4"

**Cal King:** 84" x 72" x 4"

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Reflex

**View Size Guide**

### 2 inch

**Twin:** 74" x 38" x 2"

**Twin XL:** 79" x 38" x 2"

**Full:** 74" x 53" x 2"

**Queen:** 79" x 59" x 2"

**King:** 79" x 75" x 2"

**Cal King:** 83" x 71" x 2"

### 3 inch

**Twin:** 74" x 38" x 3"

**Twin XL:** 79" x 38" x 3"

**Full:** 74" x 53" x 3"

**Queen:** 79" x 59" x 3"

**King:** 79" x 75" x 3"

**Cal King:** 83" x 71" x 3"

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Dusk

**View Size Guide**

### 2 inch

**Twin:** 74" x 38" x 2"

**Twin XL:** 79" x 38" x 2"

**Full:** 74" x 53" x 2"

**Queen:** 79" x 59" x 2"

**Queen (RV) Short:** 74" x 59" x 2"

**King:** 79" x 75" x 2"

**Cal King:** 83" x 71" x 2"

### 3 inch

**Twin:** 74" x 38" x 3"

**Twin XL:** 79" x 38" x 3"

**Full:** 74" x 53" x 3"

**Queen:** 79" x 59" x 3"

**Queen (RV) Short:** 74" x 59" x 3"

**King:** 79" x 75" x 3"

**Cal King:** 83" x 71" x 3"

1. [Shipping](/content/pages/FAQs#block-4a196d09-7ac3-4f2d-bef7-27d39aaac955/index.html)

Shipping

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How long will it take to get my order?

We offer Free delivery in 1 - 3 business days. Orders will ship same day if placed prior to 2pm.

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What shipping carriers do you use?

Most Viscosoft mattress topper orders will be delivered by Fedex. We also use Amazon Fulfillment for some products. For these orders the carrier is assigned by Amazon. The carriers assigned are UPS or USPS depending on your area.

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My order shows delivered, but I have not received it, what should I do?

**To locate a missing package, follow these steps:**

1. **Check Tracking Information:** Verify the tracking information on the carrier's website. Look for a photo provided as proof of delivery.
2. **Wait an Extra Day:** If the package is still missing or there's no delivery photo, give the carrier an additional business day, as sometimes errors occur, and packages are marked delivered prematurely.
3. **Contact the Carrier:** Reach out to the carrier first to inquire about the package's location. They may be able to provide assistance or initiate an investigation.
4. **File a Case with the Carrier:** In some cases, you may need to file a formal case with the carrier to investigate the package's whereabouts. This typically needs to be initiated by the receiver.
5. **Contact Customer Support:** If you encounter difficulties filing a claim with the carrier, contact customer support at support@viscosoft.com or by phone at 844-888-4726 for further assistance.

By following these steps, you can increase the chances of locating your missing package and resolving any delivery issues.

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I received the tracking information for my shipment, but there is no movement, what should I do?

Regretfully, some orders can get lost with the carrier. However, we do ask you to wait at least 3 business days to see movement because the shipment still has a chance of being recovered. If it has been no movement on the tracking for more than 3 business days, please reach out to customer support via email or phone.

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Do you ship overseas?

At this time Viscosoft products can be shipped to the 48 contiguous United States only.

1. [Set-Up Instructions](/content/pages/FAQs#block-fd40e89d-7067-47c0-bab2-eec709f8461a/index.html)

Set-Up Instructions

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Mattress Topper Set-Up Videos

View your topper's set-up video for installation tips, care instructions, FAQs and more. Just select your topper's video link below.

[Select High Density](https://youtu.be/T7cmwlu0Ah4 "https://youtu.be/T7cmwlu0Ah4")

[Serene Hybrid](https://youtu.be/ctzVRLVMjx0 "https://youtu.be/ctzVRLVMjx0")

[Active Cooling](https://youtu.be/pQxkFZvg_vU "https://youtu.be/pQxkFZvg_vU")

[Reflex](https://youtu.be/ONNG-FLepUE "https://youtu.be/ONNG-FLepUE")

1. [Product](/content/pages/FAQs#block-0ace04e6-fab4-4c22-b317-f2d4a0d8bcfa/index.html)

Product

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Can I store the topper in between use?

Absolutely. Our toppers can be stored in any cool, dry location. Check out [this video](https://vimeo.com/manage/videos/456293484 "https://vimeo.com/manage/videos/456293484") we made to further describe the process.

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My product arrived damaged; how do I get a new one sent to me?

Please take pictures of the damage and email them to support@viscosoft.com immediately. Once you contact support with the pictures, we will assist you in resolving the issue regarding the damage.

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The product has an odor, what should I do?

It is normal for memory foam to have an odor – or off gas. Typically, an odor the product may have will dissipate within 24 – 48 hours, which is why we recommend airing the product out for this amount of time before placing it on your bed. If the odor does not dissipate within 72 hours at the most, please contact support for further assistance.

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Why is the product a different color than what is pictured on the site?

It is normal for there to be slight variations in color or the pattern of the foam. The color or pattern of the foam will not affect the functionality.

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Are there any harmful chemicals used in the products?

No, there are no harmful chemicals such as formaldehyde or flame retardants used in our products. In fact, all of our mattress toppers are CertiPUR certified, meaning they meet rigorous standards for content, emissions, and durability. This certification ensures that our products are free from harmful chemicals and made with environmentally friendly materials.

[View our CertiPUR Certification here.](https://cdn.shopify.com/s/files/1/0201/1788/0932/files/NanTong-FengSheng-Textile-Co.-Ltd_4.19.2025.pdf?v=1732205206 "CertiPUR Certification")

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How do I file a claim on my product?

If you need to file a warranty claim on your Topper, please call or email support. It is helpful to have pictures of the issue with your product to assist with expediting the warranty claim.

1. [Returns](/content/pages/FAQs#block-780945bd-be3c-4486-8dc0-8f0b8d1a8dea/index.html)

Returns

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How do I return my product if I am unhappy with it?

If for any reason you are unsatisfied, you can return your mattress topper, sheets, protector, pillows, comforters, or blankets for a full refund up to 90 days after purchase. Mattresses are eligible for a full refund up to 120 days after purchase.

To start the return process please visit: [https://viscosoft.com/pages/returns](/content/pages/returns "https://viscosoft.com/pages/returns"/index.html)

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Can I exchange my product?

You would need to follow the return process first and then purchase the new desired item. To start the return process, please visit our return page to fill out a request: [https://viscosoft.com/pages/returns](/content/pages/returns "https://viscosoft.com/pages/returns"/index.html)

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