Honestly, I was very reluctant to order this item online. I read the reviews and bought it. After 2 nights on it now, it is so comfortable and I would say it's medium in support. Just perfect for my back/ side sleeping. No sag, no hard spots! Just pure heaven to sleep on. It said 13" deep, but is almost 12" deep and the top is plain white. That's fine, as I have it in a zippered mattress encasement. It has a 2 year warranty and I'm sure I'll definitely order again after that. It did smell, so I let the VOC's and formaldehyde odor gas off . Once I tore the plastic open, it quickly flew out and instantly expanded to full size. So just beware of that part! It is heavy, so it helps to have a friend to set it up. Delivery was fast, Thank you!