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Yes. Prima offers Free Delivery for eligible orders according to the current policy, applicable based on Delivery Zone, 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 reconfirm the delivery time after the customer places an order.

Possibly, if the order has not yet been processed for delivery. Prima may be able to assist with adjusting mattress size, delivery information, or accompanying gifts, depending on the order status and stock availability.

Customers should contact Zalo OA early so 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 completed.

Since the sleeping sensation 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 Tracking, and processing guidance when needed. The main payment will still be made according to the method displayed at the Checkout step on the Website.

DETENSE Arcticsilk® Advanze Aire Flex™ is covered by a 10-Year Mattress Warranty in accordance with Prima's current warranty policy.

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

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

Prima recommends that customers purchase products from Official Distribution Channels to avoid products of unknown origin and to ensure their post-purchase rights.

Upon receiving the goods, customers should check the Packaging, Mattress Surface, Dimensions, and overall condition before confirming the completion of 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 provide appropriate instructions for resolution.

Warranty does not apply in cases such as:

• Mattress deformed due to Excessive Compression or prolonged pressure.
• Mattress soaked with Liquids, Sweat, Stains, Odors, burnt, damaged by insects, pets, or the environment of use.
• Mattress placed on an Unsuitable Bed Frame, with a sagging surface, weak structure, or excessively spaced support slats.
• Improper use such as Jumping on the Mattress, sitting for extended periods on the edge of the mattress, or applying excessive concentrated force.
• Body impressions/indentations within the permissible range, up to approximately 1.5 inches / 38 mm.
• Size deviations within the technically permissible range, approximately ±2 cm in width or length.
• Normal wear and tear of the Cover Fabric, Handles, Piping, or Surface Quilting.
• Products sold as a Display Model, As-Is, or sold without warranty as agreed upon.
• Failure to comply with the Mattress Care and Maintenance Guide.

Common sizes include Queen, King, Square King, and Super King. Some frequently encountered dimensions are 160 x 200 cm, 180 x 200 cm, and 220 x 200 cm.

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

You should 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 needed, and avoid deeply wetting the inner layers. Do not place the mattress in a damp environment for a long time as it can cause mold, odor, or affect the product's structure.

Yes. Customers should rotate the mattress 180° from head to foot periodically, about once every 3 months, so that the surface is used 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, handle it gently and avoid over-folding it.

The mattress should be placed on a Firm, Breathable, Flat Surface capable of supporting its entire area.

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