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Saatva Reviews, Complaints & Contacts

Saatva sells made-to-order mattresses and bedding; its Terms of Use name Whitestone Home Furnishings, LLC (dba Saatva) as operator. This page gives Saatva's own 365-night trial, return, warranty and delivery terms, BBB (A+, accredited) and Trustpilot (3.5 from 1,382 reviews) figures as displayed on 2026-10-22, a 2020 NAD decision and federal court records including two class settlements. No published complaint reports are currently linked to this profile.

REVIEWS & COMPLAINTS0none submitted to USAComplaints yet · see external reviews
PHONE1-860-453-5276Sales and order support
WEBSITEsaatva.com
HEADQUARTERSWestport, CT
PROFILE CHECKED2026-10-22

Contacts

Customer service & general contact

Cancel, billing & returns

Show all 9 contacts

Cancel, billing & returns (continued)

Settlements & legal notices

Reference numbers (not support lines)

VERIFIED

Locations

  • Mailing address19-02 Whitestone Expressway, Suite 201 Whitestone NY 11357
  • Headquarters888 Post Rd E Westport CT 06880
EDITORIAL

Is Saatva Legitimate?

Legal name
Whitestone Home Furnishings, LLC
Founded
2010
Business type
Seller of made-to-order mattresses, bedding and bedroom furniture, sold online and through company Viewing Rooms; Saatva.com is operated by Whitestone Home Furnishings, LLC (dba Saatva)
Website
saatva.comSource: checked 2026-10-22
Headquarters
Westport, CTSource: Address shown as 'Headquarters' on the BBB profile 'Saatva, Inc.', checked 2026-10-22

Saatva's Terms of Use name Whitestone Home Furnishings, LLC (dba Saatva) as the operator of Saatva.com, with notices to an address in Whitestone, NY. BBB shows a profile named 'Saatva, Inc.' as accredited with an A+ rating, and Trustpilot shows 3.5 from 1,382 reviews (both as displayed on 2026-10-22; see the complaint-record section). The sections on this page cover one NAD decision from 2020 and federal court records, including two class settlements, a dismissal of a Made-in-USA suit and a pending putative class action over 'nontoxic' and 'eco-friendly' marketing (allegations only).

Dispute terms. The Terms open with a notice that they 'require the use of arbitration to resolve disputes, rather than jury trials or class actions.' Section 17 requires an individualized written notice of dispute (to [email protected] or the Whitestone, NY address) that includes the claimant's name, address, email, telephone number, order number if applicable, the facts and legal basis, 'the specific relief sought' and 'the claimant’s personal signature'; the parties then attempt informal resolution for at least 60 days, during which the Terms say any limitations period is tolled. Section 17(n) says any claim 'must be commenced within one (1) year after the Claim arises, or within the minimum period required by applicable law if a one-year period is not enforceable' and that claims not commenced in time are 'permanently barred'. Unresolved disputes go to individual arbitration administered by JAMS (New York County for in-person hearings unless otherwise agreed), with small-claims court allowed for qualifying claims. Section 17 also contains a class-action waiver and a staged procedure for 25 or more similar demands within 180 days. Section 17(o) says you may opt out of the arbitration requirement by written notice within thirty days 'after you first accept these Terms or first purchase a product from the Site after these Terms are posted, whichever occurs first'; the notice must include your name, address, email address, telephone number, order number if applicable and a clear statement that you want to opt out of arbitration. Opting out does not affect other provisions, including the class action waiver and jury trial waiver. Section 11 limits Saatva's liability to the amount paid for the products or services giving rise to the claim, except as an applicable written warranty or law provides. Section 16 selects New York law.

Policy pages. The Trial page, the Warranty page and the Terms are separate documents; where they differ (for example the refund wording quoted in the first section), each is quoted separately.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBSaatva, Inc.', Westport, CT (headquarters listing)
3,533 reviews · 92 complaints · BBB business grade A+ · average customer rating 4.93 / 5
1,382 reviews · TrustScore 3.5 / 5
EDITORIAL

Complaint record: BBB and Trustpilot

BBB (profile 'Saatva, Inc.', Westport, CT), as displayed on 2026-10-22: BBB Accredited Business, BBB Rating A+. The complaints tab shows 92 complaints in the last 3 years and 30 in the last 12 months. The first ten complaints displayed (dated 06/08/2026 to 09/30/2026) were typed Product Issues (7), Service or Repair Issues (2) and Delivery Issues (1), with statuses Answered (7) or Resolved (3). The complaint dated 09/30/2026 is typed Service or Repair Issues and lists a $149 amount paid; complaint texts are consumers' statements, not findings. BBB notes that the displayed text may not represent all complaints filed. The reviews tab shows 4.93 out of 5 stars, an average of 3,533 customer reviews. BBB's page data (raw JSON) gives accredited since 2011-05-12, file opened 2011-05-11 and business started and incorporated 2010-05-06; BBB does not say what the 2010 date represents.

Trustpilot (www.saatva.com), as displayed on 2026-10-22: 3.5 from 1,382 reviews. The profile is shown as claimed since Feb 2026 with a paid Trustpilot subscription. Trustpilot states that it does not fact-check reviews, that the company 'hasn't invited customers recently, so reviews may not be representative', and that the company 'Replied to 27% of negative reviews' and 'Typically replies within 2 weeks'. Trustpilot also shows an AI-generated review summary, which we do not repeat.

The two sources are shown separately and are not added together or averaged; they measure different things (BBB shows complaints filed with BBB and reviews collected by BBB; Trustpilot shows star reviews). No published complaint reports are currently linked to this profile.

Had an experience with Saatva? Tell other people what happened.

Submit a Complaint
EDITORIAL

Saatva complaints: returns, refunds, warranty and delivery

This page was checked on 2026-10-22 against Saatva's own Trial, Warranty and Delivery pages, its Terms of Use, BBB, Trustpilot, BBB National Programs and federal court dockets. Steps on this page are paraphrased or quoted from Saatva's pages; BBB and Trustpilot figures are in the complaint-record section.

  • Start a return or exchange. The Trial page says to enter your order number and email in the Order Tracker (or log in to your account), open the order, click 'View Details', click 'Request a return or exchange', select the product and the reason, and submit; 'one of our sleep guides will contact you within 24 hours to complete your return.' It lists a '365-night home trial on all mattresses & furniture*' with 'No mandatory minimum trial period', and says Saatva Viewing Room locations cannot accept returns or exchanges; call, email or chat instead.
  • What the return costs. The Trial page says 'You’ll only pay a $99 processing fee for the pickup' on mattress returns and, in the rug section, on rug returns (rugs have a 45-night trial, not the 365-night mattress trial), and says returns of mattress toppers (180-night trial) and of bedding, crib mattresses, lamps and dog beds (45-night trial) are free. Terms of Use section 5 says Saatva will 'issue a refund for the purchase price (taxes excluded) to your original method of payment' with a $99 processing fee, and that shipping, handling, delivery, setup, haul-away and removal charges and promotional value are not refundable unless required by law. The Trial page says 'full refund'; the Terms add the tax exclusion. Both are quoted here, and the wording on the order page you accepted governs your order.
  • Exceptions. The Trial page says Saatva adjustable bases are not eligible for returns or exchanges and nightstands have a 45-night trial. Returned bundle items are refunded only for the item or items returned. The Terms say refunds go to the original payment method unless Saatva or the payment provider determines another method is appropriate.
  • Exchanges. The Trial page says mattresses can be exchanged for a different item within the 365-night trial with 'a $99 processing fee for delivery and pickup'; rugs can be returned for a full refund or exchanged for a different style within a 45-night trial, with a $99 processing fee for the pickup.
    More detailShow less

    Bedding returns carry 'No restocking fees', but Saatva asks that used products be washed before returning because returned bedding items are donated to local charities. There is no exchange policy for toppers, bedding, crib mattresses, lamps or dog beds, which are returned and re-purchased.

  • Delivery and cancelling delivery. The Delivery page says mattresses are made to order and delivered within an estimated 9-21 days (furniture and rugs 3-4 weeks) within the continental U.S., that a local delivery partner schedules a 4-hour window the day before, and that 'If you need to cancel or reschedule your delivery, you won’t be charged a fee.' Terms section 4(c) says shipping and delivery dates are estimates only. Terms section 2 (Order Acceptance and Cancellation) covers Saatva's right to refuse or cancel orders and says 'If we cancel an order after your payment method has been charged, we will issue a refund or credit as required by applicable law and our applicable policies'; it does not describe a customer cancellation procedure, so use the phone and email on this page. The Delivery page says its delivery partners 'can hold your merchandise for up to 30 days' and that a longer delay should be requested by placing the order over the phone. It says Saatva does not ship directly to Hawaii or Alaska but a sleep guide can arrange delivery through a freight forwarder in Seattle or California; free old mattress or foundation removal is selected at checkout, and Terms section 5 makes haul-away and removal charges non-refundable.
  • Warranty claim. The Warranty page says consumers 'must notify Saatva in writing of any warranty claims' and that sleep guides can be reached 24/7; details are in the company-background section. Terms section 5 sends defective-product returns to the product warranty.
  • Contact. The saatva.com header and Delivery page show 1-860-453-5276; Terms sections 5 and 6 give 1-877-672-2882 and [email protected] for returns and warranty questions; the Customer Help Center has a 'Submit a request' form. Both phone numbers are published by Saatva; this page does not say which one is staffed for which request.
  • If it is not resolved. You can file a complaint with BBB, the FTC (reportfraud.ftc.gov) or your state attorney general, and your card issuer has its own dispute process. Terms section 17 requires a written notice of dispute and a 60-day informal period before arbitration (see the legitimacy section).
EDITORIAL

Advertising self-regulation decision (NAD)

BBB National Programs' National Advertising Division (NAD) is an industry self-regulatory body, not a government agency. NAD's release dated June 1, 2020 concerns 'Whitestone Home Furnishings, LLC d/b/a The Saatva Company'; the challenger was Casper Sleep Inc.

More on regulatorsShow less

On the question of four named mattress-review websites, NAD's release says it 'found that there was insufficient evidence in the record to establish' that Saatva has a material connection to the challenged websites or that their statements constitute advertising by Saatva. The release says Saatva disavowed any ownership, control or connection that could affect the sites' editorial independence, and that Saatva maintained it has an affiliate relationship with the websites but affirmed that the relationship does not influence or give it control over their content (Saatva's statements as reported by NAD). NAD administratively closed that part of the challenge under its Policies and Procedures, which limit its jurisdiction to 'national advertising'; this was a closure for insufficient evidence and jurisdiction, not a clearance. On Saatva's website claim 'America’s best-reviewed luxury sleep brand', NAD recommended discontinuing it to the extent it is based on review sites that are not representative of the whole luxury mattress category, on metrics irrelevant to a reasonable consumer, or on undisclosed material connections. In its advertiser's statement Saatva agreed to comply with NAD's recommendations.

The U.S. Consumer Product Safety Commission recall dataset downloaded from saferproducts.gov on 2026-10-22 (10,053 records) contained no record that mentions 'Saatva' or 'Whitestone Home'. That search does not cover CPSC warnings, SaferProducts.gov consumer incident reports or the company's own safety notices.

EDITORIAL

Court cases

Court records were read on 2026-10-22 on CourtListener (RECAP copies of PACER dockets, which may be incomplete) and in the orders linked from them. Allegations are the plaintiffs' statements, not findings, unless an order says otherwise.

Douglass v. Whitestone Home Furnishings, LLC d/b/a Saatva (W.D. Pa. 2:25-cv-00460). A putative class action under the Americans with Disabilities Act over the accessibility of saatva.com for blind and visually disabled users. Saatva's own notice says it 'denies all liability'. On September 15, 2025 the court entered an order, dated September 11, 2025, certifying a national settlement class and granting final approval of a class settlement; Saatva agreed to make its website and mobile applications meet WCAG 2.1 Levels A and AA and to follow accessibility procedures. The notice posted by Saatva says the class representative could receive a $1,500 incentive award and that class counsel could seek fees and costs up to $50,000 (plus up to $15,000 for each of two optional extra years). On October 16, 2025 the court granted a joint motion and dismissed the action with prejudice, retaining jurisdiction to enforce the settlement.

Robertson v. Whitestone Home Furnishings, LLC d/b/a Saatva (W.D. Mo. 6:23-cv-03184). A class action alleging that Saatva collected more sales tax than the Missouri use tax rate on website orders shipped to Missouri from out of state. The December 18, 2025 order granting final approval says the class (purchases on saatva.com between June 21, 2018 and June 18, 2024 meeting the order's definition) had about 6,300 members, that none objected and two opted out, and that the settlement provides cash payments to class members; the plaintiff's motion describes a fund of about $246,000 from a Missouri Department of Revenue refund, paid out pro rata after notice costs and awards. The court awarded $82,155.72 in fees and costs and a $2,500 incentive award, and entered final judgment on July 9, 2026.

More on the lawsuitsShow less

Samberg v. Whitestone Home Furnishings, LLC (N.D. Cal. 3:25-cv-10767). A putative class action alleging that Saatva misleadingly advertised its mattresses as 'Made in the U.S.A.' The court granted Saatva's motion to dismiss the first amended complaint (order of May 11, 2026), and on October 13, 2026 granted its motion to dismiss the second amended complaint and denied leave to amend. The order says the California Business & Professions Code section 17533.7 claim failed because the plaintiff did not allege she relied on the labeling, and that the remaining claims were barred by the statute's safe harbor because she did not plausibly allege that imported parts exceeded five percent of the mattress's final wholesale value. Judgment was entered the same day; the docket as retrieved shows no notice of appeal.

Cantwell v. Whitestone Home Furnishings, LLC (E.D.N.Y. 1:24-cv-05359). An individual disability-access action filed July 31, 2024 (nature of suit 'Civil Rights: Americans with Disabilities - Other'). The docket shows a notice of settlement on November 6, 2024 and a notice of voluntary dismissal on December 24, 2024; the case was terminated January 13, 2025. Settlement terms are not shown.

Williams v. Whitestone Home Furnishings, LLC (E.D.N.Y. 1:25-cv-01527). A putative class action filed March 19, 2025. The complaint (Doc. 1, read 2026-10-22) is brought by the plaintiffs 'on behalf of themselves and others similarly situated' over what it calls misleading and deceptive marketing, alleging that Saatva markets its products as 'nontoxic', 'safe', 'natural' and 'eco-friendly'; these are the plaintiffs' allegations, not findings. The docket entries show a motion to dismiss fully briefed in April 2026; no ruling appears in those entries.

Other dockets naming Saatva's operator. The CourtListener listing for the name also shows Levin (E.D.N.Y. 1:25-cv-05812, filed October 16, 2025; a motion to dismiss filed March 25, 2026), Aronson (W.D. Wash. 2:25-cv-02202, filed November 5, 2025; notice of voluntary dismissal April 13, 2026) and Howitt (E.D.N.Y. 1:25-cv-02874, filed May 22, 2025; an order dismissing the case on September 30, 2026). The docket entries do not state the claims in these three cases, and this page does not characterize them. The listing also shows older dockets (2019, 2023 and 2024).

PUBLIC RECORD

Court & Public Records

Douglass v. Whitestone Home Furnishings, LLC d/b/a Saatva

Settled

U.S. District Court for the Western District of PennsylvaniaDocket 2:25-cv-00460Source ↗

Settled

On October 16, 2025 the court dismissed the action with prejudice, retaining jurisdiction to enforce the settlement.

Case details: Douglass v. Whitestone Home Furnishings, LLC d/b/a SaatvaShow less

Putative class action under the Americans with Disabilities Act over the accessibility of saatva.com. The court's order (signed September 11, 2025, filed September 15, 2025) certified a national settlement class of blind and visually disabled users of the site and granted final approval of the class settlement; the settlement requires website and mobile-app accessibility to WCAG 2.1 Levels A and AA and accessibility procedures. Saatva's posted notice says it 'denies all liability'.

Robertson v. Whitestone Home Furnishings, LLC d/b/a Saatva

Settled

U.S. District Court for the Western District of MissouriDocket 6:23-cv-03184Source ↗

Settled

The plaintiff's motion describes a settlement fund of about $246,000 from a Missouri Department of Revenue refund, distributed to class members.

Case details: Robertson v. Whitestone Home Furnishings, LLC d/b/a SaatvaShow less

Class action alleging that Saatva collected more sales tax than the Missouri use tax rate on website orders shipped to Missouri from out of state. The court granted final approval of the class settlement on December 18, 2025 (about 6,300 class members, no objections, two opt-outs; fees and costs of $82,155.72 and a $2,500 incentive award) and entered final judgment dismissing the action on the merits on July 9, 2026.

Samberg v. Whitestone Home Furnishings, LLC

Dismissed

U.S. District Court for the Northern District of CaliforniaDocket 3:25-cv-10767Source ↗

Dismissed

No notice of appeal appears in the docket entries we read; later events are not verified.

Case details: Samberg v. Whitestone Home Furnishings, LLCShow less

Putative class action alleging misleading 'Made in the U.S.A.' advertising of Saatva mattresses. The court dismissed the amended complaint on May 11, 2026 and, on October 13, 2026, granted Saatva's motion to dismiss the second amended complaint and denied leave to amend, with judgment entered the same day. The order says the section 17533.7 claim failed for lack of alleged reliance and the other claims were barred by that statute's safe harbor (imported parts not plausibly alleged to exceed five percent of final wholesale value).

Williams v. Whitestone Home Furnishings, LLC

Filed

U.S. District Court for the Eastern District of New YorkDocket 1:25-cv-01527Source ↗

Filed — no final outcome recorded

The docket entries read show a motion to dismiss fully briefed in April 2026; no ruling appears in those entries, and the docket could not be re-checked on 2026-10-22.

Case details: Williams v. Whitestone Home Furnishings, LLCShow less

Putative class action. The complaint says it is brought by the plaintiffs on behalf of themselves and others similarly situated over misleading and deceptive marketing, alleging that Saatva markets its products as 'nontoxic', 'safe', 'natural' and 'eco-friendly'. These are the plaintiffs' allegations, not findings.

Cantwell v. Whitestone Home Furnishings, LLC

Dismissed

U.S. District Court for the Eastern District of New YorkDocket 1:24-cv-05359Source ↗

Dismissed

Settlement terms do not appear in the entries we read.

Case details: Cantwell v. Whitestone Home Furnishings, LLCShow less

Individual action filed July 31, 2024 under nature of suit 'Civil Rights: Americans with Disabilities - Other'. The docket shows a notice of settlement on November 6, 2024 and a notice of voluntary dismissal on December 24, 2024; the case was terminated in January 2025.

EDITORIAL

Who operates Saatva

Saatva's Terms of Use say they apply to purchases through Saatva.com and any other website 'operated by Whitestone Home Furnishings, LLC', and direct notices to 'Whitestone Home Furnishings, LLC dba Saatva, 19-02 Whitestone Expressway, Suite 201, Whitestone, NY 11357' or [email protected]. The privacy policy page that hosts the Terms shows 'Last Updated: Jul 15, 2026'; the Terms section itself carries no separate date. The About Us page says 'Since its founding in 2010' (company statement) and describes Saatva as an omnichannel retailer of made-to-order mattresses and bedding, with mattresses 'crafted when you order it, right here in the U.S.' and 'Viewing Rooms' in several cities. Saatva says it is the 'Official Mattress and Restorative Sleep Provider of Team USA and the LA28 Olympic and Paralympic Games'.

BBB lists a profile named 'Saatva, Inc.' (Westport, CT, shown as headquarters; type of entity Corporation) and a separate listing named 'Saatva' in Chicago, IL. This page does not state that 'Saatva, Inc.' and Whitestone Home Furnishings, LLC are the same legal entity; the BBB listing is cited under its own name.

More company historyShow less

Warranty (Warranty page). The 'Friends for Life' mattress warranty covers defects in workmanship and materials 'for as long as you, the original purchaser, own it'. For a defective mattress, Saatva says it will replace it at no charge for the first 2 years; from year 3 it will 'repair and re-cover' it for a $149 processing fee. A separate 'Fairness Replacement Option' lets the owner keep the original mattress and buy a new one at 50 percent (years 3 to 5), 60 percent (years 6 to 10) or 80 percent (years 11 to 15) of the original retail price plus a $99 processing fee, usable once per customer; the replacement is final sale with no new trial. The page says body impressions greater than 1.5 inches are covered, that coverage is valid only within the continental United States and only for the original purchaser, and that the warranty does not apply to a mattress that has been 'stained, burned or otherwise abused'. It sets frame and foundation support conditions (for example, a center support for queen and larger sizes and slats spaced less than 4 inches apart on a platform bed), so read those before a claim: for a standard frame the page says the warranty is void if the foundation is not supported by a 5- or 6-legged bed frame on queen or larger sizes. The page also says it does not provide warranty coverage or ship warranty replacements outside the continental United States. Adjustable bases carry separate Leggett & Platt or BedTech warranties described on the same page.

EDITORIAL

Frequently Asked Questions

How do I return a Saatva mattress?

Saatva's Trial page says to enter your order number and email in the Order Tracker (or log in), open the order, click 'View Details' and 'Request a return or exchange', choose the product and reason, and submit; a sleep guide is to contact you within 24 hours. The page lists a 365-night home trial on mattresses and furniture with no mandatory minimum period and a $99 processing fee for pickup; adjustable bases are not eligible.

What does the Saatva mattress warranty cover?

The Warranty page says the 'Friends for Life' warranty covers defects in workmanship and materials for as long as the original purchaser owns the mattress: replacement at no charge for 2 years, then repair and re-cover for a $149 processing fee, plus an optional Fairness Replacement Option at 50, 60 or 80 percent of the original price depending on the year. It says body impressions greater than 1.5 inches are covered, claims must be made in writing, and coverage is valid only in the continental United States.

How long does Saatva delivery take and can I cancel it?

The Delivery page gives an estimated 9-21 days for made-to-order mattresses and 3-4 weeks for furniture and rugs within the continental U.S., and says 'If you need to cancel or reschedule your delivery, you won’t be charged a fee.' Terms section 4(c) says delivery dates are estimates only.

Which phone numbers and email addresses does Saatva publish?

The saatva.com header and Delivery page show 1-860-453-5276. Terms of Use sections 5 and 6 give 1-877-672-2882 and [email protected] for returns and warranty questions; legal notices go to [email protected]. The Warranty page gives 1-866-984-5185 for Saatva Adjustable Base warranty help outside the base makers' business hours.

Who operates Saatva?

Saatva's Terms of Use say the site is operated by Whitestone Home Furnishings, LLC (dba Saatva), with notices to 19-02 Whitestone Expressway, Suite 201, Whitestone, NY 11357. The About Us page says Saatva was founded in 2010 (company statement). BBB lists a profile named 'Saatva, Inc.' in Westport, CT; this page does not state that it is the same legal entity.

What does BBB show for Saatva?

As displayed on 2026-10-22, the BBB profile 'Saatva, Inc.' (Westport, CT) shows BBB Accredited Business, rating A+, 92 complaints in the last 3 years (30 in the last 12 months) and a 4.93 out of 5 average from 3,533 customer reviews. BBB's page data gives accredited since 2011-05-12 and file opened 2011-05-11.

What does Trustpilot show for Saatva?

As displayed on 2026-10-22, Trustpilot shows 3.5 from 1,382 reviews for www.saatva.com, a claimed profile with a paid subscription since Feb 2026. Trustpilot says it does not fact-check reviews and that the company has not invited customers recently, so reviews may not be representative.

Does Saatva's Terms of Use require arbitration?

Terms of Use section 17 requires a written notice of dispute, at least 60 days of informal resolution, then individual arbitration administered by JAMS, with a class-action waiver and an exception for qualifying small-claims cases. It says any claim must be commenced within one year after it arises (or the minimum period applicable law requires), with the limitation period tolled during the 60-day informal period, and that you may opt out of arbitration by written notice (with your name, address, email, telephone number and a clear statement) within thirty days after you first accept the Terms or first purchase after they are posted, whichever occurs first; opting out does not remove the class action or jury trial waivers.

Has Saatva been sued in class actions?

Federal dockets name Whitestone Home Furnishings, LLC d/b/a Saatva in an ADA website-accessibility class settlement (W.D. Pa., final approval September 2025), a Missouri sales-tax class settlement (W.D. Mo., final approval December 18, 2025, judgment July 9, 2026) and a Made-in-USA putative class action dismissed on October 13, 2026 (N.D. Cal.). A further putative class action, Williams (E.D.N.Y. 1:25-cv-01527), alleges that Saatva's 'nontoxic', 'safe', 'natural' and 'eco-friendly' marketing is misleading; these are allegations, a motion to dismiss was fully briefed in April 2026, and no ruling appears in the docket entries as of 2026-10-22. Details and outcomes are in the court-cases section.