WEBVTT

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At Purple,
we're committed to improving lives

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through high-quality innovative products.

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If your mattress isn't up to quality
standards, we want to make it right.

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All Purple mattresses have a 10-year
limited warranty that covers product

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quality defects such as
indentations greater than one inch.

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If you feel your mattress may qualify
for a warranty, we're here

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to help you every step of the way.

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Before getting started,
we recommend you assess your

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mattress for damage like tears,
stains, cuts, or a missing law tag.

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These mattress conditions
may void your warranty.

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Now that you have ruled out any
of these conditions, let's get started.

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First, we will need some
photos of your mattress.

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Accurate and detailed photos will allow
our team to confirm your warranty

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eligibility without delay.

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You will need a few tools to be
successful: a piece of paper and pen,

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a high-quality camera,
your phone should work, a broomstick

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or level, a ruler, and a friend.

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First, handwrite your name, order number,
and today's date on your paper.

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We'll call this your
personal information paper.

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The paper with your handwritten
information will need to be

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clearly visible for each photo.

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Next, remove all pillows, blankets,
sheets, and protector from your mattress.

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Do not remove the mattress cover
as this could void your warranty.

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Place your personal information
paper on the mattress.

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Now take a few steps back so you can
see your entire mattress and bed frame.

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Take a photo from this viewpoint.

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It's important that the entire mattress
and base are visible in this photo.

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Next, have a friend lift one corner,
allowing you to take

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a clear photo of the base.

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Find the law tag on your mattress.

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Take a picture of the full law tag,
including the manufacturing date and your

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personal information paper.

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Lastly, let's get a photo
of the area of concern.

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Lay your level or broom handle
across the length of the mattress.

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Without applying pressure,
place the ruler vertically on the area

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you would like to highlight.

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Don't forget to include your personal
information paper where

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it can be easily seen.

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You will need two photos with this setup,
one showing the entire mattress,

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another up close at mattress level.

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Feel free to take any additional
photos you feel would be helpful.

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Now that your mattress is finished
with its photoshoot,

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you can begin your warranty claim.

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Start your warranty
claim by going to 

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purple.com/warranty and clicking
Start mattress claim.

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Fill out the form provided.

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Once you submit the form,
you will receive an email confirmation.

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Carefully read the email and reply
with the photos you have taken.

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A warranty specialist will
then take it from here.

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They will review all the information you
have submitted and reach out via email

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if they have any additional questions.

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It may take a few days for a warranty
specialist to respond,

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but don't stress, we've got your back.

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If the warranty claim is approved,
a warranty specialist will work with you

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to arrange delivery of the new
mattress and removal of the original.

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Do not dispose of your original mattress.

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It's important that Purple makes all
arrangements for delivery and removal.

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We encourage you to read through
the entire mattress warranty

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policy on our website at 

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purple.com/warranty.

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If you have any questions,
check out the FAQ page on our website.

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We know your time is valuable, so we hope
this video helps simplify the process.

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At Purple, we stand by our commitment
to provide unmatched innovative products

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that keep you sleeping better
and waking up rejuvenated.

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And as always, feel free to reach
out to our customer care team.

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And sweet dreams.