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Yes. Prima offers Free Delivery for eligible orders according to its current policy, based on Delivery Area, Mattress Size, and Order Status.

Before shipping, the Prima team will reconfirm Product Information, Delivery Address, and a suitable Delivery Appointment.

Delivery time depends on the mattress model, size, stock availability, and delivery area.

For the Ho Chi Minh City area, readily available orders are usually delivered within 1–2 business days. For other areas, Prima will confirm the delivery time after the customer places an order.

Possibly, if the order has not yet been processed for delivery. Prima can assist with Mattress Size Adjustments, Delivery Information, or Free Gifts depending on the order status and stock availability.

Customers should contact Zalo OA early so that the Prima team can check before the order is moved to the shipping stage.

Currently, Prima does not support mattress exchanges or returns after the product has been delivered and the order completed.

Because lying comfort depends on Sleeping Posture, Weight, Rest Habits, and Bedroom Size, Prima encourages customers to experience the product at the Showroom before placing an order.

Prima Showroom: 208 Ly Long Tuong, Phu My Hung, Tan Hung Ward, Ho Chi Minh City

Customers can pay directly through the Payment Gateway on the Website using the Shopify Checkout process.

Zalo OA is used for Customer Support, Product Consultation, Order Checking, and providing processing instructions when needed. The main payment method remains as displayed at the Checkout step on the Website.

The DETENSE Arcticsilk® Advanze Aire Flex™ is covered by a 10-Year Mattress Warranty Policy under Prima's current warranty conditions.

The Warranty focuses on Manufacturing Defects and Material Defects when the product is used as directed. Issues arising from misuse, placement on an unsuitable surface, deep water saturation, or external force will be evaluated on a case-by-case basis.

Customers need to provide their Phone Number and intact Warranty Certificates to receive support according to the Warranty Policy.

Prima recommends that customers purchase products from Authorized Distributors to avoid goods of unknown origin and to ensure their post-purchase rights.

Upon receiving the product, customers should check the packaging, mattress surface, dimensions, and overall condition before confirming the delivery completion.

If any abnormalities are found, please take photos/videos and contact Prima via Zalo OA. The Prima team will verify the order information and provide appropriate handling instructions.

The Warranty does not apply to cases such as:

• Mattress deformation due to Excessive Compression or sustained pressure over a long period.
• Mattress stained with Liquids, Sweat, Stains, Odors, burns, damage from insects, pets, or the environment of use.
• Mattress placed on an Unsuitable Bed Frame, with a sagging surface, weak structure, or excessively spaced slats.
• Improper use such as Jumping on the Mattress, prolonged sitting on the edge of the mattress, or applying excessive concentrated force.
• Body impressions/indentations within the allowable range, up to approximately 1.5 inches / 38 mm.
• Size variations within the technically allowable range, approximately ±2 cm in width or length.
• Normal wear and tear on the Cover Fabric, Handles, Piping, or Surface Quilting.
• Products sold as Display Models, As-Is, or sold without warranty as agreed upon.
• Failure to comply with the Mattress Care and Maintenance Guide.

Popular sizes include Queen, King, Square King, and Super King. Some common dimensions are 160 x 200 cm, 180 x 200 cm, and 220 x 200 cm.

Specific sizes will be displayed for each Mattress Model on the Website.

Use a Mattress Protector to limit dust, sweat, and stains from directly contacting the mattress surface.

Keep the bedroom Well-ventilated, lightly vacuum the surface when necessary, and avoid deeply wetting the inner layers. Do not place the mattress in a humid environment for extended periods as this may cause mold, odor, or affect the product's structure.

Yes. Customers should rotate the mattress 180° from head to foot approximately every 3 Months / Time to ensure more even use of the surface.

There is no need to Flip the Mattress if the product is designed for single-sided use. When rotating or moving the mattress, handle it gently and avoid excessive folding.

Your mattress should be placed on a Firm, Breathable, and supportive flat surface that covers the entire mattress area.

Avoid placing the mattress on a Sagging Bed Frame, an uneven surface, or Slats That Are Too Far Apart, as this can affect your Sleeping Experience, Durability, and warranty conditions.