Once the cancellation was processed from our website, it takes a few days for the card company to approve the refund.
However, approval may be delayed by the payment company or the card company, depending on their situation.
Please reach out to the corresponding card/payment company regarding additional issues. 

Please ensure you provide the correct shipping address for your order.

Contact us at customerservice_sg@mongze.com as soon as you want to make any changes before the fulfillment status changes to "fulfilled."
We will do our best to assist you. However, once your order has left our warehouse, the address cannot be modified, and the order cannot be canceled afterward.

Note that delivery address amendments may cause shipping delays. If the courier has picked up your order before we reflect your request, you may incur additional charges for the delivery of your order.

Depending on your order's status, we may be unable to cancel it, and we currently do not support exchanges for online orders.
So, please be careful when you place an order.

If you try editing something on the order, the system may automatically cancel your entire order.
We cannot reprocess the order in this case, so please proceed with a new order.

We recommend contacting us via email during business hours(SGT 8 AM to 5 PM weekdays except for Korean holidays) for immediate assistance with your request.
We can arrange a return process if we cannot cancel your order after the delivery is completed.

Note

We currently accept:
- Any credit or debit card payments from Visa, Mastercard, American Express, Union Pay, Shop Pay
- Apple Pay
- Google Pay
- PayPal

Feel free to contact us at customerservice_sg@mongze.com for other payment methods

All prices on the website are listed in SGD.

You may place an order without creating an account, but keeping track of the previous order history may be unavailable.
Also, keep in mind that the corresponding rewards for the purchases will not be credited, and that we are not responsible for any disadvantages for not creating an account, such as the limits to using a certain discount code.

There is a high possibility that you provided the incorrect email address when creating the account. Please check the Invoice ID or the Authorization key from the receipt that you received, and forward it to the customer service so that we can find the correct email and the order number.

However, please be noted that any disadvantage caused by the incorrect email is the responsibility of the customer.

- Please check your email.
- View your order status via this link
: https://www.sf-international.com/sg/en
- Contact: customerservice_sg@mongze.com

Please contact our Customer Service center as soon as possible. 

customerservice_sg@mongze.com

MONGZE ships to all addresses in Singapore except for restricted locations. If you aren't sure if your location is a restricted area, please see our shipping policy here: https://www.mongze.com/policies/shipping-policy

We apologize for the inconvenience you have experienced.

If your package arrived damaged, please email us right away at customerservice_sg@mongze.com with the 3 photos requested below, as we need to report this to the shipping company:

Also, please let us know if there was a bubble wrap that served for protection! Please be noted that we can only help you within 14 days since the package was delivered. 

We apologize for the inconvenience you have experienced.

In this case, we would kindly like to ask you for photos of all the items and the shipping label that you received, showing that your package is incomplete. Your prompt reply would be appreciated, as we won't be able to offer you compensation if a month has gone by since the fulfillment of the package. Once we receive the picture that you provided, we will forward it to our warehouse and check the video footage whether it was incorrectly packed. Also, please do not open them if you received the items incorrectly. 

The internal meterial of a MONGZE mattress is highly elastic, so it will provide excellent resilience and recovery, resulting in very little to no sagging.

Wash in running water below 30 degrees and let it dry in a well-ventilated area. Avoid hot and humid area when drying. Do not wash it in the washer(washing machine)

Hand wash with mild detergent (wool shampoo) is recommended. Please wash separately from other clothing on a wool course when using a washing machine. (30 degrees or less or cold water)

Select "gentle cycle" for spin-drying. Please set the intensity to "low" and air-dry in a cool place.

Avoid direct sunlight when drying. Exposure to sunlight may cause the fabric to shrink.

Do not dry-clean, boil, iron, or tumble dry.

Do not use bleach or strong enzyme products. Using these may cause discoloration or otitis.

Some shrinkage may occur after washing due to the nature of the fabric, but it will return to the original size within a few days after placing the internal materials 
 
Damage due to carelessness from washing is not acceptable for exchange or return

It is a blend of 90% TENCEL™ and 10% linen. It is made of plant-based materials only, except the zipper and mesh.

Since it is a 3-section mattress, seperate the mattress into three pieces and store them in a storage bag in a well-ventilated area with low temperature and humidity when not in use.

MONGZE mattress has been tested for six different types of radioactive substances, including radon. There is no other additives or adhesives as it is made of a single material.

The internal material seperated by three sections fit perfectly in the cover, so there will be no movement or falling out. You won't feel the seams or have any sagging issues.

You may use the coverV intead of the regular cover. However, since the coverV is a banded type, it may not hold up the mattress pieces tightly together. Therefore, we suggest you use the regular cover first and then add another layer of the Cover V for more cushioning and firmness.

In case there is a defect on the product, we offer you a 1-year warranty. However, if the defect was caused by the customer, extra fee can be charged upon exchange.

There are no restrictions for height but in case you exceed 120kg, it is advisable not to use. If you feel imbalanced, make sure you are aligned in the center. You may feel off balanced if you already have an imbalanced body figure. 

We suggest to use it 1-3 times a day, for less than 30 minutes for each round.

Please start from "step 1", and raise/increase the intensity as you get used to it. If you press the "pressure" button twice, it will be set to level no.1.

A light stain can be wiped off with a dry towel.
However, the cover cannot be purchased separately. If it needs to be repaired, free warranty for repair is available for a year from the date of purchase.

The stretching massager supports voltages in the range of 110-240V. You may use a separate adapter to connect the plug in a different country.

The size of Klug's stretching massager is
ㄴ 57*33 cm when folded (for storage)
ㄴ 57*120 cm when unfolded

MONGZE Deep Sleep Mattress comes with a 120-day trial period.
You will have 120 days at home to see if the MONGZE mattress suits you. (5.5 cm Deep Sleep Mattress only, not Deluxe, cover V and pillow.)
120-day at-home trial will start once we ship your MONGZE mattress to you.
We encourage you to take at least the first 30 days to get to know MONGZE, as it can take about a month for your body to adjust to the support and comfort of MONGZE.

NOTE
- Each household or shipping address can experience the 120-at-home trial for once.
- The trial applies to one mattress(except deluxe) regardless of whether you purchase multiple product quantities.
- Only the mattress is eligible for the free trial. (not bundle product)
- There is no trial for the MONGZE Deep Sleep Mattress Cover V, Pillows, Deluxe. Please experience our products at our offline store first before you purchase.

Your 120 at-home trial will start once we ship your MONGZE mattress to you.

We encourage you to take the at least the first 30 days to get to know MONGZE, as it can take about a month for your body to adjust to the support and comfort of MONGZE.

Each household/individual can experience one time of MONGZE's 120 at-home trial.

NOTE
- The trial applies to one mattress regardless of whether you purchase multiple product quantities.
- Only the mattress is eligible for the free trial. (not bundle product)
- There is no trial for the MONGZE Deep Sleep Mattress Cover V, Pillows. Please experience our products at our offline store first before you purchase.

 If you wish to return the product before the free trial period ends, kindly contact customerservice_sg@mongze.com for guidance on the return process. Please note that Daily&Co has a right not to process returns or refunds after the 120-at-home trial period ends.

  The returned mattress must be in a condition without drooling, stains, bugs, smells, or deformation. We require this to prevent the usage of improper or abusive trials. All components, including the storage bag, must be returned with the mattress.

  The refund will be processed after deducting the round-trip shipping cost for the mattress from the refund amount.

 Also, if the conditions for keeping the complimentary gift are not met after the return, the refund will be processed with a deduction of the amount of the complimentary gift's original price from the refund amount.

For the bundle purchasers, the original price of each item will be deducted for returning the mattress (cover V and pillow).

Return is available for 14 days from the day the order arrived. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please contact the customer service center for the details of the return.To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in the original packaging. Items that were given for free must also be returned. If any item that you want to return arrived damaged or in an abnormal condition, you must let us know before returning them.

Also, if the conditions for keeping the complimentary gift are not met after the return, the refund will be processed with a deduction of the amount of the complimentary gift's original price from the refund amount.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

We only replace items if they are defective or damaged. Unfortunately, we do not have an exchange process for change of mind reasons. If this is the case, please return the items and place a new order. 

Non refundable items 

For all exchanges and returns due to defects, please contact us at customerservice_sg@mongze.com with clear photos or videos of the defective product, and we will be glad to assist you further with more detailed information.

MONGZE
For mattresses and pillows, exchanges due to defects are possible within 1 year from the purchase date, and returns for defects are only accepted within 30 days from the date of receipt.
For covers, exchanges and returns due to defects are possible within 30 days from the date of receipt, applicable only to products that have not been laundered.

Klug
Exchanges due to defects can be requested within 1 year from the purchase date, and returns due to defects are accepted within 30 days from the date of receipt.

To create an account, click the "Person icon" in the upper right corner of the screen. Then select "CREATE AN ACCOUNT", fill out the appropriate fields and then click "create." If you have any trouble, please contact our customer service at customerservice_sg@mongze.com regarding the issue.  

Click the "Forgot your password?" link. Enter your email address when prompted and press Enter. Select "SUBMIT" and a link will be sent to your email address to reset your password. If you don't see a reset your password link come to your inbox, it's possible you originally checked out as a guest and don't have an account activated.

If all else fails, please reach out to our customer service team at customerservice_sg@mongze.com for some help.

You can receive the following benefits as a Daily&Co member:
- Receive member-only discounts & coupons
- Earn and spend D Cash in Daily&Co and our family stores
- Get notified on new product releases and member-only events (marketing acceptance required) 

Becoming a Daily&Co member is quick and simple! If you don’t have an account already, you can sign up here.

D Cash is the currency name of Daily&Co’s Loyalty Program. 100 D Cash is equivalent to 1 SGD, and can be earned by purchasing products in the Daily&Co online/offline store, as well as in our family stores (andar Singapore & MONGZE). D Cash can also be rewarded during limited-time events and promotions.

Follow these simple steps to spend your D Cash:
1. Log into your Daily&Co account.
2. Add items to your cart and proceed to checkout.
3. On the checkout page, you will see your D Cash balance right below the items you added, and the option to redeem your D Cash for SGD.

As easy as that!

*Note that D Cash and any other discounts are calculated from your order subtotal, excluding shipping fees.

There are 2 ways you can check your D Cash balance:
1) In your Account page, you will find your current D Cash balance at the top.
2) During checkout, you will see your current D Cash balance right below the items you added.

If you make a refund, any D Cash spent in the purchase will also be refunded to your account.

Although it should only take a few minutes for you to receive D Cash after a particular action, in rare cases this automated process may potentially take up to a couple of days. If you believe that your D Cash is overdue, don’t hesitate to reach out to us at customerservice_sg@dailynco.com. We’re here to help!

If you made a purchase without applying D Cash, you will have to cancel your order and make a repurchase with D Cash discount applied.
You can contact our Customer Service Center at customerservice_sg@dailynco.com to request an order cancellation. Please note that it may take a few business days for your payment to be successfully refunded to the same payment method you used for your purchase.

There are several reasons why you might have issues applying D Cash:
1) You are not logged in. D Cash can only be used by logged-in Daily&Co members.
2) You do not meet the minimum discount requirement. The minimum D Cash required for a discount is 100 D Cash (1 SGD).
3) Your D Cash expired. D Cash has a lifespan of 1 year from the date they were earned.

Yes, D Cash has a lifespan of 1 year from the date they were earned.

To delete your account, please send an email to customerservice_sg@mongze.com

Email Subject: "Request to Delete Account"
Email Content: Confirm your agreement to the terms of account removal as stated on our website, and express your wish to have your account deleted.

 Be aware that deleting your account will result in the permanent loss of any accumulated rewards, and this action cannot be reversed.

 Account deletion also complies with privacy and data protection laws, ensuring the removal of your personal data from our records and Shopify's systems.

 Please note that this does not include data associated with the Shop app or other third-party data sharing. If you have made any orders in the last six months, there may be a delay in processing your deletion request due to pot

The "Referral Program" is a campaign where you can refer friends to shop at https://dailynco.com/. Both you (the Referrer) and your friend (the Referee) receive rewards for successful referrals.

For every successful referral, you will receive 1,000 D cash (equivalent to $10 SGD discount). The friend you referred will also receive 1,000 D cash upon receiving the referral link and creating a Daily&Co account.

A referral is successful when:
- The referred friend completes a purchase
- It is the referred friend's first purchase.
- The user agent & IP address that clicked on the referral link matches the user agent & IP address that completes the purchase.

A referral may fail if:
- The referred customer clicked the link but made a purchase on a different IP or user agent.
- The referred friend does not complete their first purchase made via the referral link.

Yes, you can refer as many friends as you'd like. However, make sure that the referrals are genuine and meet the criteria for a successful referral.

Yes, the rewards from multiple successful referrals can be accumulated.

Please contact our customer support at customerservice_sg@mongze.com with details of your referral. We will review it and get back to you.

No. Referring yourself, regardless of the method, is not allowed and may result in disqualification from the program