Ella Jayne Waterproof Mattress Pad - King

Thank you for your feedback, and we’re sorry for the frustration. When cared for properly, this mattress pad is waterproof and is designed to prevent liquid from reaching the mattress. The waterproof protection comes from an inner membrane, and if that membrane is damaged by washing or drying with too much heat, it can compromise the waterproof function. If you reach out to us at support@ellajayne.com with your order details, we can help review what happened and assist further

Thank you for your feedback. We are glad to hear you found the fit and comfort of the Waterproof Mattress Pad to be good. However, it’s important to note that the waterproof protection comes from a thin membrane inside the pad. To keep that membrane intact, the care instructions must be followed exactly in cold wash, gentle cycle, and low tumble dry or air dry. Washing or drying on higher heat can damage the membrane, which will compromise its waterproof ability. When cared for properly, the protector prevents liquid from reaching the mattress as intended. If the instructions are not followed, the waterproof layer can break down over time, leading to the kind of issue described here. For shoppers, please be sure to review and follow the care guide closely to maintain the waterproof function.