Frequently Asked Questions
General Inquiries
How does the customization work with Mooni mattresses?
Mooni mattresses are designed to provide the ultimate in sleep customization, allowing you to tailor your mattress to your exact comfort preferences.
• The Classic model features two interchangeable 4 cm foam layers on the soft side, each with unique properties that let you adjust firmness, comfort, and support. Rearrange these layers to create your perfect sleep experience.
• The Luxury model offers three premium foam options. You can customize the layers to suit your needs and choose the ideal cover for your preferred firmness, ensuring a personalized and luxurious sleep solution.
How long will it take for my Mooni mattress to arrive?
We offer free next-day delivery to selected areas within Metro Manila for orders placed before 3:00 PM. Orders placed after the cut-off will be delivered the next business day. For areas outside Metro Manila but within Luzon, shipping fees apply and delivery takes approximately 3–7 business days. We currently do not offer direct delivery to Visayas and Mindanao, but you may arrange for pickup at our warehouses located in Cebu RMC BLDG., A.C. Cortes Avenue Cambaro, Mandaue City, Cebu and Davao RMC BLDG., Cor Lakatan St. Cabaguio Ave., Brgy. Wilfredo, Davao City. For coordination and inquiries, please email us.
How long is the lead time for store pick up?
Store pickup orders have a lead time of 3–5 business days.If you need to expedite your pickup, please contact us directly so we
can assist you with faster processing.
For Visayas and Mindanao Pick-up How’s the process?
For orders bound for Visayas and Mindanao, delivery typically takes 30 to 45 days.
To place an order, simply add your items to the cart and proceed to checkout as usual. Once your order is confirmed, our team will handle the shipping process.
If you need to expedite your order, please email us at [email protected] and our support team will assist you with priority processing options.
What does the Mooni mattress warranty cover?
Mooni mattresses come with a 10-year warranty, which includes:
• Sagging or visible indentation greater than 3.5 cm.
• Mattress dimensions shorter than Philippine standards by over 5 cm.
• Failure to fully inflate after 60 days of regular use.
Please note: sagging of less than 3.5 cm is normal over time.
Warranty is void if used on incorrect bed bases, such as flexible slats or adjustable frames.
How often can I swap firmness layers?
You can adjust the layers as often as needed until you find your preferred firmness. However, additional layers are not provided for free, and each firmness level is sent only once.
What weight can Mooni mattresses withstand?
Our mattresses are designed to support up to 400 kg.
Can I recycle the packaging?
Yes! The cardboard box can be recycled via your local curb-side collection.
As for plastic, please check if “LDPE 4” is accepted locally, or drop it off at participating REDcycle locations (e.g., Coles or Woolworths).
Where can I test a Mooni mattress?
Mooni mattresses are available at Hooga, 3rd Floor Uptown Mall BGC, Hooga Libis: 16 Eulogio Rodriguez Jr. Ave, Quezon City, 1110 Metro Manila, Metal-lite Edsa: 516 Edsa cor Liberty Ave, Brgy Socorro Cubao Quezon City.
How should I care for the removable top layer?
The non-quilted covers can be machine washed in cold water on a gentle cycle. Use mild detergent and air dry or tumble dry. The quilted cover can be spot cleaned.
Do I need to flip or rotate my Mooni mattress?
Rotate your mattress 180 degrees every few months to ensure even weight distribution and extend its lifespan. The mattress is designed to be double-sided, so you can flip it for a different firmness if preferred.
How soon can I sleep on my Mooni mattress?
Your mattress will take about 72 hours to fully inflate. However, you can sleep on it within hours of unpacking, and using it will help speed up the inflation process.
How do I change the firmness layers?
Simply unzip the top cover and adjust the foam layers to your preferred configuration.
What if I’m unsure about the comfort of my Mooni mattress?
If you’re uncertain, please reach out to our customer service team. If you’re still not satisfied after 30 nights, you can request an adjustment of the firmness of your mattress as per our terms and conditions.
How firm are Mooni mattresses?
Our Luxury model offers a soft side rated at 3.5/10 and a firm side at 6.5/10. The Classic model has a soft side rated at 6/10 and a firm side at7.5/10. You can customize your mattress firmness according to your preference.
What kind of base should I use for Mooni mattresses?
Mooni mattresses require a flat, solid base for proper support. Slats should be no more than 6 cm apart. They are not suitable for use on flexible slats, sprung slats, or adjustable bed bases.
DELIVERY & TRACKING
Do I need to be home for delivery?
If you’re not home, you may qualify for an “authority to leave” (ATL) for ground-level homes. For security, couriers will not leave items in apartment building foyers.
Can I schedule a later delivery date?
Yes, you can select a preferred delivery date up to three months in advance during checkout if you’re in Metro Manila. You may Email us at [email protected]
How can I track my order?
You’ll receive a tracking link via SMS once your order has been dispatched.
How long will my mattress take to arrive?
You will receive your mattress the next business day (for Selected Metro Manila) or 3-5 days (Outside Metro Manila).
Do you offer inside delivery?
Please Note: Our delivery service is to your door only. For apartment buildings, this refers to the main entrance or lobby, not the unit door. We kindly ask that someone be available to receive the delivery.
As our mattresses are heavy, we recommend having 2–3 people available to assist with carrying the item upstairs or into your unit.
What should I do if my product is damaged during delivery?
If your mattress arrives damaged, please submit an enquiry form on our website. We’ll respond within 24-48 hours.
Shipping Details
Metro Manila:
Free next-day delivery for selected areas.
• Cut-off: 3:00 PM (orders after will be delivered next business day)
Luzon (Outside Metro Manila):
Shipping fees apply.
• Delivery time: 3–7 business days
Visayas & Mindanao:
Direct delivery is not available.
• You may arrange pickup from our warehouses:
Cebu Warehouse: RMC BLDG., A.C. Cortes Avenue Cambaro, Mandaue
City, Cebu
Davao Warehouse : RMC BLDG., Cor Lakatan St. Cabaguio Ave., Brgy.
Wilfredo, Davao City
RETURNS & REFUNDS
Does the 7-night trial apply to returns?
Yes, you can return your Mooni mattress after 7 days from the date of purchase as long as it’s eligible for a return/refund.
Eligibility for Return/refund
- Damaged or defective product
- Product accessory is missing
- Product was not delivered
- Product was proven to be counterfeit
- Product was wrongly advertised
- Wrong product was delivered
Return Process
• Initiate Return: Contact our customer support team at [email protected] or call 88189193 / 09177043895 to initiate a return or exchange. Provide your order number and reason for the
return.
• Return Authorization: Once your return is approved, you will receive a Return Authorization (RA) number and detailed instructions on how to return the item.
• Shipping: If you are using a 3rd party platform to return the item, prepare the package to be shipped and place your name and order number on top of the package for better identification. Ship the item back to our office at #516 EDSA Cor. Liberty Ave., Brgy. Socorro, Cubao, Quezon City.
• Return via Pick-up: If you wish us to pick-up the item, you may send us a request via email or call. We require a handling fee of 1000 within the Greater Metro Manila Area only.
• Inspection and Refund: Upon receiving the returned item, we will inspect it to ensure it meets the return criteria. If approved, a refund will be processed to your original payment method within 15-30 business days upon approval of claim.
How can I be sure I didn’t buy a returned mattress?
We never resell returned mattresses. Once a Mooni mattress has been opened and inflated, it cannot be returned to its original packaging.
Damaged or Defective Items
If you receive a damaged or defective item, please contact our customer support team within 48 hours of delivery. We will arrange for a return, replacement, or refund at no additional cost to you.
Mooni 7-night customization trial
Getting Settled
Adjusting to a new mattress can take some time, and it’s important to give your body the chance to adapt to your new Mooni mattress. Our mattresses are designed to provide a different level of comfort and support than what you may be used to. While most people fall in love with their Mooni mattress after the first night, some might take a little longer to adjust, especially if you’re transitioning from a different type of mattress.
We recommend that you give your Mooni mattress at least 3 nights to settle in. This break-in period allows your body to adjust to the mattress’s gentle firmness, which may take up to a month or more. After this period, you’ll appreciate the benefits of a better night’s sleep.
Important Note: Unfortunately, we cannot accept foam requests before the 3-night break-in period, and all requests must be made within the 7-nights customization trial period. After the 3 nights, if you are still not satisfied, you may request a firmness adjustment.
End of Sleep Trial
By the end of your 7-night customization sleep trial, you may find that you’re sleeping so well that you don’t even realize the trial period is over.
Terms and Conditions
The 7-nights trial begins on the day you receive your mattress.
• To be eligible for the trial, you must provide the original sales invoice.
• The 7-nights customization does not apply to custom-size mattresses.
• The trial is valid for the first 7 nights from the date of delivery.
• If the firmness of your Mooni mattress isn’t to your liking after the 3-night adjustment period, you can request a free foam layer to modify the firmness.
• Requests for the extra foam layer must be made within the 7-nights trial period.
• Shipping for the additional foam is the customer’s responsibility. Once the foam layer is shipped, it will be sent directly to your address.
• The foam layer is designed to be installed easily on your mattress to adjust its firmness. Detailed instructions will guide you on how to add it without disrupting the integrity of your mattress.
• Mooni reserves the right to make the final decision on whether the foam layer request meets the Terms and Conditions. Requests that do not meet the guidelines may be refused.
Mooni 10-year manufacturer's warranty
When does the warranty start?
The 10-year warranty begins on the day you receive your new Mooni mattress.
What does the 10-Year Manufacturer’s Warranty cover?
Our 10-year manufacturer’s warranty is valid for the first 10 years from the date of delivery. It covers defects in materials or workmanship, provided the mattress has been used according to proper care instructions. To make a warranty claim, please contact our customer service team with your sales invoice and photographic evidence of the defect.
The warranty covers:
• Manufacturing defects that are verified by Mooni personnel.
• Permanent sagging or indentations greater than 3 cm in depth caused by manufacturing defects. Normal wear and tear after extended use is not covered.
• Cracks or hollows in the foam that occur due to manufacturing defects, reported within one month of receiving the mattress.
• If the mattress fails to inflate properly after being removed from its vacuum packaging, we will exchange the mattress if it does not meet the required dimensions, based on industry standards (a leeway of 2 cm across length, width, and depth). The mattress must have been allowed to fully inflate over a reasonable period (up to two weeks) before making a claim.
What is not covered under the warranty?
• Stains, dirt, or odors, such as blood, urine, or other marks, will void the warranty.
• Damage from improper use, including use on an unsuitable bed base (such as flexible slats), or damage due to mishandling.
I received a defective mattress, what should I do?
If your mattress arrives defective or develops a fault covered by the warranty, please contact us immediately. We will arrange for a replacement mattress at no extra charge. Simply email us at [email protected] with your sales invoice and photographic evidence of the issue.
