Our FAQ page provides answers to common questions about our products/services. If you can’t find what you’re looking for, our customer support team is ready to help.
Yes, we can customize the size that may fit your needs. Please send us a message in the chat box so we can assist you accordingly.
Here are the steps on how to place/create an order:
Mattress standard dimensions are as follows for your reference (Length x Height inches) :
Yes, mattress protectors are available here under mattress category.
We only have standard pillow sizes per model.
All order products here on our website must be placed by the customer itself. Prior to placing orders, there are required personal information from the customer that must be filled out.
Please note that once your order has been submitted, it cannot be altered. If you want to change any details of your order you must submit order cancellation request in our website.
Majority of our seniors customer bought firm comfort level but it will depends on the customer preference.
Please see below details ; Soft, Medium firm and Firm
Please check the item's product page and read Specification or Service. Warranty may vary depending on the product. For mattresses and sofabed, we issue warranty coverage upon date of purchase against manufacturing defects.
The warranty covers the following:
To validate warranty coverage, the original warranty card and the proof of purchase is required. Uratex reserves the right to conduct a series of tests to assess whether the defect is within warranty coverage. The company can deny warranty if the product is in an unsanitary condition such as, but not limited to: traces of body fluid stains or soiling; mould infestation; and liquid penetration from water or any cleaning agent. Replacement of fabric cover and transportation costs are not included.
Please see below instructions found on the warranty card or sticker that you can check and use to validate authenticity:
You may send your warranty claim/ concern on our website chat box or may send it through contact us
Apology, we don't have warranty on our pillows.
Apology, we don't have warranty on our monoblocks
How to request a Return and Refund?
Please be guided that all returns or exchanges must be compliant with the following:
Please see this link reference for Return and Refund Guidelines: https://uratex.com.ph/pages/returns-exchanges
Uratex only allowed returns and refunds. Below are the valid reasons for returns:
Faulty, defective, or damaged product
Wrong item delivered
Item has missing parts or accessories
As a consideration for customers wanting to exchange size, this may be allowed following the guidelines below:
Order cancellation request is allowed if the item is not yet scheduled for delivery.
Here are the steps on how to cancel your order in the system:
Note: All cancellation requests will be for approval, kindly check your email for any possible updates.
We issued refund through Credit back and in the form of Voucher
Uratex will send you a voucher code that you can use for website purchase only. To claim, kindly use the code upon checkout, please ensure to consume all amounts/purchase more than your voucher amount and settle the excess amount during checkout out otherwise it will be forfeited. The voucher is 1 time use only.
Please note that the timeframe below starts when your request has been approved by Uratex.
The actual shipping fee will appear upon check out process. The shipping fee will depend on the dimension and weight of the product. You may check further details on the checkout option.
We apologize but all of our items in Uratex Online store are subject for delivery fee. Shipping fee will depends on the dimensions and weight of the product. The actual shipping fee will appear upon check out process. You may check further details on the checkout option.
Yes, you can schedule your preferred delivery date by reaching out on our customer service in website chat box.
Note : Request delivery date should be after the 3 days standard delivery lead time and excluded all Sundays/ Holidays
Uratex Online Store will temporarily cater order delivery. Store pick up is currently not yet available as of the moment. Walk-in or Store Pick up order will only be available for those who purchased direct through Uratex Showrooms.
The delivery schedule will depend on the model and size of the item you will purchased. The delivery lead time for standard sizes is within 3 business days.
We are currently working on a system that will provide real time updates for easy tracking of deliveries. In the absence of such, you will received a sms notification on the day of the delivery date. You may also reach out to our customer service in website chat box for any delivery follow ups.
International shipment is not yet part of our service. Currently, we only ship in the areas within the Philippines
Apology, we don't have same-day delivery. We are doing our best to pack all the orders that we have received. Rest assured we will arrange the delivery soonest.
Uratex Online Store can only deliver items within Metro Manila and other selected Luzon, Visayas and Mindanao areas temporarily. You may check on the check out option if your address is available for delivery.
Uratex online store accepts international and local credit and debit cards that are supported by Visa and Mastercard.
Yes, we have billease upon check out you may choose it.
For showroom purchases, we accept cash, credit cards and check.We accept installment payments through credit cards. There are 2 ways toavail:
Both payable in 3-12 months terms. Applicable to BDO, BPI and Metrobank credit cards only.
We only have zero credit card installment plans if you purchased through our Showroom stores.
Gcash QR code or Visa/mastercard QR code straight payments only.
Our online store payment method are as follows :
Apology, currently cash on delivery is not yet available for all online purchase.
Yes, as long as the item is not yet on the Ship out status/ not yet handed over with the courier
It is not advisable to wash your mattress since excess moisture can leads to molds. We recommend you remove the cover and wash that one instead. In case you do not have any other option but to wash your mattress, you may (insert simple instructions on how to wash their mattress).
It is not advisable to wash your mattress since excess moisture can lead to molds. We recommend you vacuum it every two months to avoid dust mites and other bacteria growth. In case you do not have any other choice but to do so, you may (insert simple instructions on how to wash their mattress).
Our monoblock care instructions are:
Our classic mattresses are basic or regular ones which consist of foam and fabric cover. Premium mattresses are high end ones that have added features depending on the model.
For classic mattresses, it is Uratex Mattress with Polycotton Cover. For premium mattress, it will be Perfect Serenity Mirage, Senso Memory Original, Orthocare Harmony and Premium Touch Sublime. For monoblock chair, it is our 101 Classic chair.
We recommend that you flip over and/or rotate your mattress at least twice a year to get even wear.
It means that the mattress is treated with sanitize additives that prevent bacteria, odor, dust mites, bed bugs and even asthma.