Frequently Asked Questions (FAQ)

ORDERS

Is it available to order for non-member?

You may order through Navien Mate website, without signing in.

Where can I check my order history?

You can check your Order history after sign in to your account.

Cancellation & Return

How do I cancel my order?

You may cancel your order before shipping. To cancel your order please contact Navien Mate Customer Service Center (1-877-689-1541).

Can I return?

We offer a 30-night risk-free trial so you can experience the benefits with confidence. If you’re not fully satisfied, you may return or exchange your product within 30 days of delivery.

To initiate a return or exchange, proof of purchase is required. Products should be returned with all original components included. Normal use during the trial period is expected; however, items showing excessive damage or misuse may not qualify for a full refund.

Returns requested after the 30-day trial period may not be accepted.

Additional Information:

  • Customers in Alaska and Hawaii are responsible for return shipping costs
  • Original shipping and handling fees may apply where applicable

For more detailed information, see ‘Terms of Sales’ page.

Shipping

How do I change my shipping address when I place an order?

It is not possible to change the shipping address. If you would like to change it, please contact Navien Mate Customer Service Center ( 1-877-689-1541 ).

I want to know the current location of the product being shipping.

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

Member/Service

How do I register?

Click on the SIGN IN button at the top of the homepage, select Sign Up, and enter your name, e-mail address, and password to register. > We will send important order information to the e-mail address you entered, so please be sure to enter correct your information. > For more secure information protection, please set passwords that cannot be easily guessed.

Are there any age restriction for sign-up?

You must be 18 years or older to become a member.

I can not remember my password.

If you enter your registered e-mail address when you sign up through our password assistance, we will send you an e-mail with a link to change your password.

I tried to find my password by E-mail, but I can not find it.

Message may be sent to spam. Please check your spam folder or check if Navien Mate e-mail address (info@navienmate.com) is listed as blocked. > If you don’t receive e-mail by the above method, please contact Navien Mate Customer Service Center (1-877-689-1541).

Service

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 1-877-689-1541 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.

What is the standard A/S?

Only those who registered their product through the WARRANTY page of this website after purchasing will be free of charge for the A/S cases caused by defects in products within 2 years. However, if damage occurs due to installation or consumer negligence after installation, it is not eligible for free service even if it is a free warranty period.

Others

For more information about our products and additional questions, please refer to the section below.
Does Navien Mate emit an Electromagnetic Field (EMF) like an electric blanket?

There is no EMF on Navien Mate mattress but the EMF from the heating unit is minimal compared to an electric blanket. You will be safe from EMF if you place the heating unit under the bed or no closer than 12-inches away from where it’s operating.

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 counterclockwise 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 boiler 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.

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.

For Navien Mate Cushion model (EQH-20WUS/40WUS): Cushion model(EQH) is only available in Fahrenheit mode and does not support Celsius mode.

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 99°F.

Water is leaking.

Navien Mate conducts pre-inspections of all products before launch, but if there is a leakage problem on your product, discontinue use and contact Navien Mate Customer Service Center (1-877-689-1541).

What is 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.