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Yes. Prima offers free shipping for eligible orders according to current policies, applicable based on Delivery Area, Mattress Size, and Order Status.

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

Delivery time depends on the Mattress Model, Size, Stock, and Delivery Area.

For Ho Chi Minh City, available orders are usually delivered within 1–2 Business Days. For other areas, the delivery time will be reconfirmed by Prima after the customer places an order.

Potentially, if the order has not yet been processed for delivery. Prima may be able to assist with adjusting the Mattress Size, Delivery Information, or accompanying Gifts, depending on the order status and product availability.

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

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

Because sleeping comfort depends on Sleeping Posture, Weight, Resting Habits, and Room 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 instructions for resolution when needed. The main payment is still carried out using the method displayed at the Checkout step on the Website.

The DETENSE Arcticsilk® Advanze Aire Flex™ mattress is covered by a 10-year warranty, subject to Prima's current warranty conditions.

The warranty focuses on manufacturing defects and material defects when the product is used according to instructions. Issues arising from misuse, placement on an unsuitable surface, deep water damage, or external impact 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 Official Distributors to avoid products of unknown origin and to ensure their post-purchase rights.

Upon receiving the delivery, customers should check the Packaging, Mattress Surface, Size, and overall condition before confirming completion of the delivery.

If any abnormalities are found, please take Photos / Videos and contact Prima via Zalo OA. The Prima team will check the Order Information and guide you through the appropriate resolution steps.

Warranty does not apply in cases such as:

• Mattress deformed due to Excessive Compression or prolonged pressure.
• Mattress stained with Liquid, Sweat, Dirt, Odors, burns, damage from insects, pets, or the use environment.
• 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.
• Indentation / body impression within the allowable range, maximum approximately 1.5 inches / 38 mm.
• Size deviation within the technically allowable range, approximately ±2 cm in width or length.
• Normal wear and tear on the Fabric Cover, Handles, Edging, or Surface Quilting.
• Products sold as a Display Model, As-Is, or sold without warranty as agreed upon.
• Failure to comply with Mattress Care and Maintenance Instructions.

Popular sizes include Queen, King, Square King, and Super King. 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 prevent dust, sweat, and stains from directly contacting the mattress surface.

Keep the bedroom Well-Ventilated, lightly vacuum the surface when needed, and avoid deeply wetting the inner layers. Do not place the mattress in a damp environment for extended periods as this can cause mold, odors, or affect the product's structure.

Yes. Customers should rotate the mattress 180° (head to foot) approximately every 3 months so that the sleeping surface wears more evenly.

There is no need to flip the mattress if the product is designed for single-sided use. When rotating or moving the mattress, do so gently and avoid over-bending it.

Mattresses should be placed on a Firm, Breathable, Flat Surface that can support the entire mattress surface.

Avoid placing the mattress on a Sagging Bed Frame, uneven surfaces, or Widely Spaced Slats, as this can affect Sleeping Comfort, Durability, and warranty conditions.