Frequently Asked Questions

Popular Questions

DO YOU HAVE A SHOWROOM?


We believe that half an hour visit to the showroom will not be able to determine that our mattress is suitable for you. Therefore, we designed the 60 nights trial for you to experiment at the comfort of your home.However, if you would like to physically try out Snoorza mattress, please Whatsapp us at 8256 3941 to make an appointment before coming down to our showroom.d a new question go to app settings and press "Manage Questions" button.




HOW DOES THE 60 NIGHTS TRIAL WORK?


The 60-Night Sleep Trial is to ensure that you have the full experience of our mattress at your own pace in the comfort of your own home. We strongly recommend you to sleep on the mattress for at least 30 days before you decide to return it. In the event that you don’t enjoy it, simply email us before the 60 nights trial expires, stating why you don’t enjoy it (so we can take in your feedback for future improvements) and we will collect the mattress from you without any charges. You do not need to keep any of the packaging boxes, please dispose of them in a responsible manner. However, you may wish to keep the protective covers in the event when you do make a return within the 60 days trial.




IS SHIPPING FREE?


Yes it is 100% free along with any purchase.




DO YOU PROVIDE DISPOSAL SERVICE FOR MY OLD MATTRESS?


Yes, we can help to dispose your old mattress at a flat fee of $50 up to 2 mattresses.
For houses with stairs we do charge $15 per level per mattress.
*This is only valid for customers who bought a mattress from Snoorza.




WHAT ARE THE PRECAUTIONS TO TAKE WHEN UNWRAPPING THE MATTRESS?


We strongly advise you to unbox the mattress with the assistance of someone else help. Please place and position the mattress on your bed frame before cutting the plastic layer. *Please be careful when cutting the plastic layers during the unwrapping of the mattress as it is very heavy. The mattress might “pop out suddenly” as it has been compressed for a period of time accumulating pressure.




WHAT ARE THE PAYMENT METHODS?


We accept Mastercard, Visa, and Amex.





Delivery

HOW DO I CHANGE MY DELIVERY ADDRESS/DATE/TIME AFTER I MADE MY ORDER?


Do email us at support@snoorza.com to inform us of your order reference number and updated address. The changes may be modified at any time prior to delivery. However, there will be additional charges of $50 if changes are not made before delivery.




CAN I SELF-COLLECT MY ORDER?


Yes, of course! Our warehouse address is 61 Kaki Bukit Ave 1 #02-24 Shun Li Industrial Park Singapore 417943 Tel: +65 67414500 *Do inform us 1 working day in advance so we can prepare the order.




CAN I ORDER TODAY AND ARRANGE DELIVERY ON A LATER DATE?


Sure! We will hold your mattress for a maximum of 1 month.




DO YOU SHIP INTERNATIONALLY?


No, we don’t. However, we hope to expand our business in the future to other countries.




HOW LONG WILL IT TAKE FOR MY ORDER TO BE PROCESSED AND SHIPPED OUT?


Typically within 24 hours after your order before 5pm (excluding weekends & public holidays)





Returns & Refund

HOW DO I CANCEL MY ORDER AND GET A REFUND?


To cancel your order, please email us at support@snoorza.com or Whatsapp us at +65 8256 3941 with your order number.




HOW DO I RETURN MY MATTRESS?


To ensure that the returned mattress remained clean and undamaged during transportation, the product must be fully protected with its original plastic or any other plastic that can serve the same purpose. Failing to do this, Snoorza will charge $100 as a form of cleaning fee which will be deducted from the refund amount. Therefore, please ensure that the mattress is clean and ready to be passed on to someone in need. You may wish to email us at support@snoorza.com with your reference number to request for refund.




WHAT HAPPENS TO THE RETURNED MATTRESSES?


Mattress returned to us are never resold to our customers. In the rare occasion where we receive a return, our team goes through a stringent inspection process on the mattress to determine its condition. We donate these refurbished mattresses to the needy if they are still in good condition, and responsibly dispose of mattresses that are no longer fit for use.





Snoorza Mattress

HOW LONG DOES IT TAKE FOR THE MATTRESS TO EXPAND?


Allow for approximately 2mins for the mattress to magically expand. The mattress can be used immediately, although we recommend waiting up to 1 day for the product to reach its optimal form and comfort.




MATTRESS SIZING


Disclaimer: It requires 2 people to unbox queen and king mattress.




WHERE ARE YOUR MATTRESS MADE?


Snoorza’s mattress is designed in Singapore and responsibly manufactured in China adhering to the highest quality standards in the industry. All materials are STANDARD 100 Certified by OEKO-TEX and REACH Certified (the EU equivalent of CertiPUR in the United States). Moreover, our foams have been inspected and tested by SGS, one of the world’s leading agencies for quality and compliance.




WHAT IS THE FIRMNESS OF ALURA & NORMA MATTRESS?


ALURA: 7.5/10
NORMA: 7/10
*From a scale of 1-10 with 1 being extremely soft and 10 being extremely firm.




HOW DO I MAINTAIN THE MATTRESS?


The outer cover of the mattress is not removable. Therefore, if you would like to protect against spills and dirt, we would recommend the use of a mattress protector. However If necessary, you may wish to go through some of the suggestions provided by us below: - Spot cleaning the desired area with a damp cloth - Spot cleaning the desired area with stain remover (E.g. mild detergent) - Please ensure the cleaned area is completely dry before adding your mattress protector or sheets.




CAN I MODIFY MY ORDER?


Your order may be modified or cancelled at any time prior to delivery. Please reach out to our support team by email at support@snoorza.com as soon as possible in order for us to assist you with any changes you would like to make.





Snoorza Pillow

WHAT IS THE DIMENSION OF THE SNOORZA PILLOW?


The dimension is 60 x 40cm. We have designed the Snoorza pillow to suit most Singaporeans based on the structure of our pillow.




HOW TO FLUFF MY PILLOW?


Please watch our video for a more detailed explanation.




CAN I WASH MY PILLOW?


The outer and inner covers are the only washable items. We do not recommend washing the diced memory foam as it will destroy the structure of the foam.




HOW DOES THE 7 DAY FREE-RETURN WORK?


The 7 Day Return Policy starts from the date you receive your pillows. We strongly encourage you to try out the different customisations of fillings to your preference. It will take some trial and error before finding your sweet spot. However, if you still choose to return the pillow, do drop us an email at support@snoorza.com or whatsapp us at 8256 3941 with your order No. before returning the Product in person at Snoorza’s showroom located at: 61 Kaki Bukit Ave 1 #02-24 Shun Li Industrial Park Singapore 417943 Your returned product will likely be donated to charity. Rest assured that the returned pillows are never resold. The items are required to be in good condition and we cannot accept torn or damaged pillows Terms & Conditions: Please take note of sizing and measurements. We will not accept returns based on unfavourable specifications.) The Pillow must be packed securely using the original packaging in order to avoid the product from getting dirty or damaged during transportation. Pillows that have stains or damages caused by improper use, cleaning, maintenance, treatment, storage, transportation or otherwise will void your trial eligibility. Alterations or modifications, tampering, cutting, or where the product is used in an abnormal manner and not for its intended purpose will void your trial eligibility. You will be charged 15 – 30% penalty fee on the purchase price for damages or stains (including stains or damages during transportation due to the failure of securely packing the Pillow). The amount will be deducted from the refund amount. Only paying customers are eligible for returns of Joey Products. Proof of purchase is required to be presented upon return request. There is a minimum 30-day product usage before a return can be initiated. The 99-night is limited to one product type (eg. 1 unit of Mattress, 1 unit of Pillow) per household address at any time. An exchange for any reason (eg. Size) will be considered a return. As such, following purchases will not be eligible for the 99-night trial.




WHAT DOES YOUR 1 YEAR WARRANTY INCLUDE?


Any deformity or physical flaw of the cover material (cracks or splits). Any manufacturing defect in the pillow cover (torn, unraveled stitches) and zipper assembly.

This Limited Warranty does not cover:
Changes to your pillow that are caused by or result from normal wear and use. Nor do we cover commercial use, or changes caused by or resulting from circumstances or uses that go beyond the ordinary, intended maintenance and household uses of a pillow—namely, sleeping. This Warranty does not cover your Product if you use it in a manner incompatible with that intended design and use. Imperfections that do not prevent ordinary use and enjoyment of the Product by a reasonable person are not considered to be defects. For example, surfaces may not be perfectly even, and corners may not be perfectly shaped or symmetrical. These are not “defects” for which you can seek a remedy under this Limited Warranty. A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product. Individual comfort preferences relating to firmness, design, materials and feel. Any minor manufacturing flaws to the packaging including, but not limited to, cosmetic flaws such as dented/dirty carton boxes.