Hi thefastlife,
That’s certainly unusual and very much outside the norm.
I would give them a call because it’s usually much more effective to talk with a manufacturer in person when you are trying to decide what your best options may be. Emails are great for simple questions that can be answered in a single sentence but with anything more complex that you may need to “talk through” or that has an “it depends” in the answer (which is most mattress questions) a phone call or live chat is much more effective (see post #4 here).
Phoenix