Delivery & Return Policy
Delivery Policy for Online Shopping
How to choose my delivery method?
The default delivery method will be to your shipping address. However if you want to get your package shipped please contact at Call Center: +66(0)86 368 9881 Everyday 10am. – 8pm.
At Mattress City Thailand, we aim to keep shipping as cheap and fuss-free as possible. And more importantly, we understand that getting your items quickly is important to you, so we make every effort to process and deliver your orders as soon as we can. Typically as long as we have the item in our warehouse, you can expect to receive your order within 3-10 working days after payment (not including Saturdays, Sundays or public holidays). For items that we have to source externally please allow 3-10 working days for shipping (not including Saturdays, Sundays or public holidays). You can check your items status at member system on website Mattress City Thailand
Do you ship internationally?
Yes, we ship to international locations
Do you offer free shipping?
Yes we do! We offer free shipping all over Thailand except islands.
My items have yet to arrive. What should I do?
Normally, you should receive your item within 1-5 working days depending if we have the item at our warehouse. In the event like this, send us an email at firstname.lastname@example.org or call us at Call Center: +66(0)86 368 9881 Everyday 10 am to 8 pm, with the shipping address and Order ID so that we can check your delivery status with our courier.
Delivery Policy for buy from Mattress City Store
What do I need to do to prepare for the delivery?
1. Take off all bedding, including sheets, blankets, comforters and pillows from your current mattress. You will want your old mattress to be completely bare for its removal.
2. Remove obstructions such as furniture from your front door to your bedroom. Be sure to leave nothing that the delivery people could trip on during the delivery process.
3. You must be home to accept delivery. Your mattress cannot be left on your front step. Delivery service entails having access to inside your home so that the mattress can be properly installed in your bedroom. Typically with a mattress delivery, you chose the delivery time frame. Since you picked the time frame that worked best for you, please be at home for that time period.
How do you deliver my new mattress?
You will be called to arrange the delivery. Your new mattress will be brought into your home, unpacked and set up in your bedroom by our professional delivery team.
How long do I have to wait for the delivery?
Our standard delivery time is approximately 1 week. Fast delivery, at extra charge, will be shipped within 24 hours of placing your order and you will usually receive delivery in 3 business days.
Is delivery free?
Yes we do! We offer free shipping all over Thailand.
Where does Mattress City deliver?
We deliver anywhere in Thailand that is road accessible at free of charge for all mattresses (except promotional items, islands, Yala, Pattani, and Narathiwat provinces) and bedding items.
We can assist in overseas shipping as well.
Please contact our customer service 0622462494 for more information on delivery to islands or overseas shipment.
What is the return policy?
You're eligible for returning bedlinen, duvet, and protector (except for mattress, topper, and pillow) within 7 business days from the day of receipt until the delivery day with the terms & conditions as below:
- 1. If Mattress City delivered the wrong product to customer comparing to customer's order details, Mattress City will take the responsibility to deliver the new product as replacement for customer within 14 business days without any additional charge.
- 2. In case of damage caused by the manufacturing process or transportation.
- 3. The product replacement must be same price or cheaper than the item to be replaced. The company reserves the right to return cash to customer in all cases.
- 4. No return policy to redeem cash back no matter what the case is.
- 5. In case customer wants to change the color or different model/collection, the product must not be damaged by maintaining the original status of brand label, product box, and packaging in the product's package
- 6. If the customer gets wrong size of product, the company will change the right one for customer. The product must be in perfect condition and not being damaged. All the parts including packaging must remain in original status.
- 7. The product cannot be changed if it was ordered to produce with special size or differently ordered from the original product's description.
- 8. All types of damages such as laundry, normal use, or lamb out of the package. The company reserves the right not to return or replace the product.