I was told I could remove and wash the cover to the mattress and when I unzipped the mattress cover I found that it was glued to the rest of the memory foam below! So I have the 3 inch foam pad (which the cover is sewn in/onto and then that is wrapped in a netting and then the netting is glued onto the memory foam below! So I’m not sure how to remove and wash the cover (which is cashmere I guess).
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I’d suggest that you bypass the store, and contact the manufacturer, for instructions.
Do you have a pillowtop model (such as the Celebrity or Allura) Tempur-Pedic? On those models, the cover is sewn in and cannot be removed. On any of the other models (ClassicBed, RhapsodyBed, DeluxeBed, SymphonyBed, etc. ) the cover should be able to be removed. I would first try to call your local dealer to see if they can come out and take a look at it for you because unless you purchased directly from Tempur-pedic they are probably going to initially direct you back to them. If you don’t get the response you are looking for from them I would contact Tempur-Pedic directly at 1-888-811-5053.