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Yes. Prima offers Free Delivery for eligible orders according to current policies, applied 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 Region.

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

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

Customers should contact Zalo OA as soon as possible for the Prima team to check before the order is moved to the shipping stage.

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

As sleeping comfort depends on sleeping posture, body 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 Official Account is used for Customer Support, Product Consultation, Order Status Check, and to guide customers through troubleshooting when necessary. The primary method of payment is still as displayed at the Checkout step on the Website.

DETENSE Arcticsilk® Advanze Aire Flex™ is covered by Prima's 10-Year Mattress Warranty Policy, subject to the current warranty conditions.

The Warranty focuses on Manufacturing Defects and Material Defects under the condition that the product is used as directed. Issues arising from misuse, placement on an unsuitable surface, deep water saturation, or external impact 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 Distributors to avoid products of unknown origin and to ensure post-purchase rights.

Upon receiving the goods, customers should check the Packaging, Mattress Surface, Dimensions and overall condition before confirming the 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 provide guidance on the appropriate handling steps.

Warranty does not apply to 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, a sagging surface, a weak structure, or spars that are too far apart.
• Incorrect use such as Jumping on the Mattress, prolonged sitting on the edge of the mattress, or applying excessive concentrated force.
• Body impressions/sags within the acceptable range, maximum of about 1.5 inches / 38 mm.
• Size deviations within the technically allowable range, about ±2 cm in width or length.
• Normal wear and tear on the Fabric Cover, Handles, Border, or Surface Quilting.
• Products sold as Display Models, As-Is, or sold without warranty by agreement.
• Failure to comply with the Mattress Care and Maintenance Instructions.

Common 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.

You should 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 necessary, and avoid deeply wetting the inner layers. Do not place the mattress in a damp environment for an extended period as this can cause mold, odors, or affect the product's structure.

Yes. Customers should rotate the mattress 180° head-to-toe approximately every 3 Months to ensure more even wear on the surface.

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.

The mattress 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 with Sparse Slats, as this can affect Sleeping Comfort, Durability, and warranty conditions.