The company I bought from got the replacement without much issue. The pictures I took apparently spoke volumes. Initially, I was suppose to do the measuring thing as stated in antoher one of the reviews. The first mattress was awful. I now have the replacement, and the smell is awful, I have had it a week now and the smell is still there, but the mattress hasn't collapsed as did the first. I hope that the smell will go away soon, and of course, the mattress will stay supportive for the body longer than three months. I would never, never, never, buy another one.
The company that sold the item to me was top notch in helping me get a new one to try.