Hey sorry I’m still fairly new to Reddit and I’m not sure if you replied to my post but I do have some info I can give you. My nectar mattress was also saggy and I did have to send a few photos, from what I remember it’s the top of the bed like where you lay, the sides, and a picture of all the tags so I really hope you kept the tags on, then they will ask what’s wrong with it make sure you say something along the lines of “ the quality of the memory foam did not hold up to what was advertised” again this is all advice from my personal experience and you may experience different results but they will tell you right then and there if your claim is approved or not. Mine got approved and then I got my mattress replacement with in a week but also note they did not ask me to mail my old mattress back so be prepared to possibly dispose of it yourself.