Mattress Knowledge

The HEKA AI Mattress uses built-in sensors to understand how your body is positioned during sleep. It automatically adjusts its support—softening or firming where needed—to keep you comfortable and aligned all night long.

No — HEKA doesn’t lift or tilt the bed frame like a traditional adjustable bed. Instead, it uses built-in sensors to adjust support inside the mattress, responding to your body in real time — no remotes, no preset angles, no manual input.

You might feel a subtle shift when you're awake — a gentle, quiet adjustment. But once you're asleep, it's unnoticeable. HEKA works continuously to support you, without disturbing your rest.

Yes. HEKA continuously adapts to your body’s weight, shape, and sleep position — even as they change over time. Whether you gain muscle, lose weight, or go through other life stages, the support adjusts with you, automatically.

The app is only used for initial activation. After that, HEKA adjusts on its own. No remote, no ongoing app control — just effortless, intelligent support every night.

Each HEKA version offers a distinct level of responsiveness, comfort detail, and sensing precision — but words and numbers can only go so far. To truly understand how they feel, we recommend trying them in person. Your body will know the difference.

If you're located in Hanoi, our team will help you with setup during delivery to ensure everything is ready to use. For deliveries outside Auckland, our support team is available online for step-by-step guidance via video call. In both cases, make sure to place the mattress on a flat, supportive base before powering it on.

The best way to clean a HEKA mattress is to vacuum it regularly, spot-clean stains with a damp cloth and mild solution, avoid harsh chemicals, and air it out frequently.

Yes, you can use an electric blanket. We recommend using it on a low or medium setting and avoiding direct contact with the sensor zones.

For Hanoi orders, delivery typically takes 3–7 business days. For other regions in Vietnam, please allow 7–14 business days depending on your location. Our team will contact you to confirm the delivery date once your order is processed.

Yes. Once your order is dispatched, you’ll receive a confirmation email with a tracking link. For Hanoi customers, our team will also be in touch directly to coordinate delivery and setup.

HEKA mattresses come with a 90-night risk-free trial. If you’re not fully satisfied, you can return the mattress within the trial period. Returns must meet our return conditions—please refer to our return page or contact our support team for full details.

HEKA applies a 15-year global warranty for the HEKA AI mattress, followed by lifetime support after the 15th year. The specific warranty policy is outlined below: Year 1: Full replacement if a defect occurs within the warranty coverage (defects not caused by the user). Years 1–2: Free repairs, including materials, labor, and shipping. Years 3–15: Free labor and shipping; replacement parts will be charged at a maximum of 11% for the AI Intelligent Pillar and 15% for the AI System. From Year 16 onward: Continued lifetime support with repair costs capped at a maximum of 25% for the AI Intelligent Pillar and 55% for the AI System.

To make a warranty claim, simply contact our support team via email or online form. You’ll need to provide your order number, a brief description of the issue, and supporting photos if possible. Our team will assess your case and guide you through the next steps.

Our support team is here to help. For any issues or questions, you can reach us via email or the contact form on our website. We aim to respond within 1–2 business days.