RETURNS

HOW DO I CANCEL MY ORDER?

You may cancel your order before shipping. To cancel your order please contact Navien Mate Customer Service Center (1-844-865-9273).

CAN I RETURN MY PURCHASE?

Returns must be made within 15 days of delivery provided the product is un-opened, unused and in its original packaging and condition. To complete your return or exchange, we require a receipt or proof of purchase. Only regular priced items may be refunded or exchanged. Unfortunately, sale items cannot be refunded or exchanged. A 20% restocking fee will be applied to products returned in new condition in original packaging. Original shipping and handling fees will be applied where the consumer refuses the product at delivery, once shipped. For more detailed information.

SHIPPING

HOW DO I CHANGE MY SHIPPING ADDRESS AFTER I PLACE AN ORDER?

Shipping address cannot be changed after an order is place.

I WANT TO KNOW THE CURRENT LOCATION OF THE PRODUCT BEING SHIPPED?

Once the tracking number is registered for delivery, we will send you an e-mail confirming that the product has shipped. The location of the product can be found with the tracking number included in the e-mail.

HOW MUCH IS SHIPPING?

Standard shipping is free with all Navien Mate products.

Service Level Cost Delivery Time
Standard Free 4-7 Business Days
Express $75 2-3 Business Days

WARRANTY

WHAT IS THE WARRANTY?

We provide a 2-year limited warranty on defects or malfunctioning products. We will repair or exchange the product for free. The warranty does not cover consumer negligence or misuse of the product. Consult the Navien Mate User Manual for troubleshooting, and please contact customer service at info@navienmate.com or call 1-844-865-9273  if the issue still occurs.

Product registration is required for service. You can register your Navien Mate products at our website(navienmate.com). For more detailed information, please visit our Warranty page.

PRODUCT

HOW DO I REMOVE WATER WHILE NOT IN USE?
  1. Prepare a bucket to receive water.
  2. Open the inlet cover of the heating unit and turn the stopper counter-clockwise to open.
  3. Hold the inlet cover and tilt the heating unit forward to remove the water inside.
  4. To remove the remaining water from the heating unit outlet / return connection port, press the protrusion at the center of the connector to drain the remaining water.
WHERE SHOULD THE HEATING UNIT BE LOCATED?

It is recommended that the height of the heating unit and mat are leveled for smooth water circulation in the early stages of use and installation. In case of using it afterwards, if the height of the bed is less than 1m(3ft), you can place the heating unit lower than the mat. 

CAN I USE A SLIM TYPE MAT ON THE FLOOR?

The slim type mats are very thin, less than 2mm in size, so you can feel the cushioning feeling of the mattress when you use it on the bed. When using the product on the floor, it is recommended to use a thick mat or blanket to prevent heat loss.

IS THE HEATNG UNIT NOISY?

No. In the first three minutes of operation you might hear a little noise, but it will be very quiet afterward to ensure a peaceful night’s sleep.

HOW CAN I CHANGE THE TEMPERATURE MODE TO FAHRENHEIT?
  1. Press the Timer and Sterilization button at the same time for three seconds with the heating unit powered off (however the heating unit must be plugged into an electrical source). Check the left display window, and the window should show St and the right display window should show 1. Next, press the + button on the right-hand side to change the number to 2 and press Timer button once again.
  2. Check the right display window. The display should show a country code. Afterwards press the + button to change the country code to US. Now your system is in Fahrenheit mode. If you ever want to change the setting back into Celsius you can. Select Celsius mode by pressing the  button to change the country code to CO.
  3. After you have finished your settings, press the Timer button once again to leave the temperature mode process.
I WANT TO HEAT THE LEFT AND RIGHT SEPARATELY?

Navien Mate is a bed warming mattress topper that provides warmth for comfort. Dual temperature control is possible by individually adjusting the left and right temperature in 1°F increments.

The separate heating function is optimized for use at temperatures (shown below) recommended. The recommended water temperature for each mat type is 95°F (35°C) above the cushion mat and 91°F (33°C) above the slim mat.

If you set the temperature to be lower than the recommended water temperature, when using separate heating, the mat temperature may be affected by your body temperature (98°F/37°C).

 For Navien Mate Slim model (EQM301-SSUS/QSUS/KSUS)

  1. Touch the – / + buttons on the left / right screen display window to set the left / right temperature of the mat.
  2. When setting the temperature higher than 37°C, touch + button once more after setting 37°C and ‘UP’ will be displayed on the screen. When the ‘UP’ display is blinking, touch + button again, and you can set high temperature setting.
  3. To turn off, touch the – button once more at 25°C and the display will show OFF and the heating will be terminated.
HOW CAN I DISTINGUISH THE LEFT/RIGHT SIDE OF THE MATTRESS FOR DUAL TEMPERATURE CONTROL?

Navien Mate recommends placing the heating unit at your feet. The head of the mat is the side without a hose and the foot is the side connected to the hose and heating unit. When you look at the mattress topper from the foot of the mat, you can see the left and right label.

▸ For Navien Mate Slim model (EQM301-SSUS/QSUS/KSUS)
The label attached to hose indicates left and right side.

HOW DO I USE STERILIZATION MODE?

By heating the heating unit and the water inside the mat at high temperature, it can sterilize bacteria and microorganisms, so you can rest assured without worrying about harmful bacteria. It is recommended to use sterilization mode once a month. Do not lie on the bed warmer pad during sterilization mode.

  1. Touch and hold for 2 seconds the sterilization button on the control panel of the heating unit. The sterilization lamp will light, and sterilization mode will be activated.
  2. The sterilization mode is 30 minutes long, and the power is automatically turned off after the sterilization mode is completed.
HOW LONG DOES IT TAKE TO WARM UP THE MAT?

The first time you install the unit, it will take 15-20 minutes. After that, it usually takes 5-10 minutes for the temperature to reach 37°C.

WHAT KIND OF WATHER SHOULD I USE?

You can use drinking water or tap water instead of distilled water. We recommend using purified water as much as possible.

HOW SHOULD I KEEP THE HEATING UNIT AND MAT?

Remove the water according to the instructions in the user manual, and store it according to the following method.

  1. Heating Unit
    Keep the heating unit dry in the shade, ventilated and out of direct sunlight. (It is recommended that you save the residual water removal kit and instructions together to prevent loss.)
  2. Mat
    If you do not use the Navien Mate, please spread the mat and keep it in a room as it is, or fold and keep it in a comfortable place according to your preference. If any stains are found, rub lightly, then wipe with a soft cloth. Use of washing machine is prohibited.
    If you use the storage bag provided at the time of purchase, you can keep it clean and convenient.
  3. Cover
    The cover can be used as a bed pad throughout the year after being separated from the mat. The cover is 100% cotton. Please place the cover in a laundry net bag before machine washing cold on a delicate cycle. Please use a neutral detergent. Hang dry. Do not tumble dry.
HOW OFTEN SHOULD I CLEAN THE WATER HOSE?

The sterilization mode will briefly boil the water in the heating unit and in the hose to quickly kill germs. We recommend doing this once a month. Do not lie on the bed warmer pad during sterilization mode.

WATER IS LEAKING?

Navien Mate conducts pre-inspections of all products before leaving the factory, but if there is a leakage problem on your product, discontinue use and contact Navien Mate Customer Service Center.

WHAT OTHER SAFETY FEATURES DOES THIS SYSTEM OFFER?

The connector guard prevents contact with hot components. When the heating unit is tipped, the balancing sensor automatically turns the system off and the overflow prevention filter prevents water spilling. The heating unit will automatically shut down after 15 hours of continuous use. When room temperature drops below 41°F (5°C), the system will automatically activate to prevent water from freezing in the system.    

HOW OFTEN SHOULD I REFILL THE HEATING UNIT?

Refill time varies depending on the indoor environment (temperature and humidity) and customer use (temperature setting and hours of use). In general, if the system is set at 99°F (37°C) and used for 8-10 hours per day. Water should be filled higher than medium level bars for continuous and safe heating. Do not overfill.

THE WATER SHORTAGE ERROR LIGHT KEEPS COMING UP?
  1. Touch the hose connector bracket (white plastic case) of the mat to check warmth. If the connector is not warm, reconnect the mat and hose connections until you hear “click” sound.
  2. If the cushion type mat is folded in the same shape for a long time, the hose may partially stick to each other, and then the water circulation may not be smooth. However, it can be restored naturally after 1 to 2 days of use. Please refer to Tip below to help restore hose faster.
    Tip for faster hose restoration
  • Set the heating unit and mat to the same position horizontally and set to the maximum temperature.
  • Use the residual water removal kit provided to inject air.
    1. Disconnect the connector from the heating unit, then insert the kit.
    2. Insert the pump into the non-heating side and inject air about 10 times.

If you use other equipments, such as a bicycle pump, not supplied, and inject air, the mat can be damaged.

WHAT ARE THE SMALL GRAINS ON THE RAWGANIC COVER?

Because material of the Rawganic cover is 100% organic cotton, fine cotton seeds remain on the fabric. This is 100% natural, so it does not affect the softness, absorbency or texture of the fabric.

Because material of the Rawganic cover is 100% organic cotton, fine cotton seeds remain on the fabric. This is 100% natural, so it does not affect the softness, absorbency or texture of the fabric.

How do I clean the mat?

After removing the cover, wipe with a damp cloth then dry. Do not handwash or machine wash.

How do I clean the cover?
  • Remove the cover from the mat.
  • Machine wash cold, delicate cycle.
  • Use a laundry net bag.
  • Use neutral detergent.
  • Hang dry.
  • Do not tumble dry.
WHERE CAN I GET ANOTHER OWNER'S MANUAL?

You can download the Navien Mate User Manual from DOWNLOAD page.

Others

WHERE CAN I FIND OFFLINE STORES?

You can find the information at the STORES page on the website.