FAQs

We currently offer online sales across the United States (excluding Alaska and Hawaii). Offline, HEKA operates retail stores in Australia, Cambodia, Canada, China (Mainland and Taiwan), Israel, Japan, Malaysia, Mongolia, New Zealand, Thailand, the United Kingdom, the United States, Vietnam, and other regions.

Yes, we offer multiple installment plans, including:
• Affirm installment payments
• Shop Pay installments
We also support HSA/FSA payments (via Truemeds).

Yes. We provide complimentary white glove delivery with in-home setup. Our team will also relocate your old mattress to another room if needed.

Delivery time varies by location. In most areas, it takes approximately 7-10 calendar days, excluding remote regions.

Yes. We invite you to visit our retail stores to experience the HEKA AI Mattress in person and see how it adapts to your body in real time. If you are unsure whether a retail store is available in your area, please contact our support team and we will confirm availability based on your location.

Orders can be canceled or modified under the following conditions: For customized products, cancellation is available within 3 days after the order is placed. For all other products, orders can be canceled at any time before shipment. Please contact the HEKA Support Team at support@hekasleep.com as soon as possible if you need to make any changes.

Items must be in their original packaging, accompanied by proof of purchase, and in undamaged, commercially viable condition. Return policies may vary by region. Please contact the HEKA Customer Support Team at support@hekasleep.com to arrange a return.

We offer replacement coverage during the first year, subject to specific terms and conditions. From the second to the fifth year, we provide free repair service. For complete details, please refer to our Warranty page. HEKA AI Mattress is built for long-term reliability and is covered by our HEKA 10-Year Care Promise, which provides long-term support and maintenance.

For full details on coverage, terms, and conditions, please refer to our Warranty page.

Currently, HEKA's warranty is available in the United States (excluding Alaska, Hawaii, Puerto Rico, and other U.S. territories), Australia, Belgium, Cambodia, Canada, China (Mainland and Taiwan), Denmark, Finland, France, Germany, Israel, Italy, Japan, Luxembourg, Malaysia, Mongolia, the Netherlands, New Zealand, Norway, Austria, Switzerland, Sweden, Singapore, Thailand, the United Kingdom, and Vietnam. We are continuing to expand into new regions, so please stay updated.

No, the warranty is included with your purchase at no extra cost. After five years, a service fee may apply. For details, please refer to our Warranty page.

Your warranty begins on the day you activate your HEKA AI Mattress.
The activation date is counted as Day 1 of your warranty period.

Contact our Customer Support Team at support@hekasleep.com with your order number, proof of purchase, and a description of the issue.

Delivery time depends on your location, typically taking 10-15 business days, excluding certain remote areas.

To help maintain long-term performance and keep your HEKA AI Mattress in optimal condition, we recommend using a suitable bed frame and a mattress protector in line with our care and usage guidelines.

HEKA AI Mattress features an advanced AI-driven system that detects your sleep position and dynamically adjusts the mattress support. Elastic Smart Columns provide personalized support, alleviating pressure and maintaining a healthy spinal alignment.

Unlike traditional mattresses that rely on springs or foam, HEKA's AI-controlled technology actively adapts to your body shape and sleep position in real time, delivering customized support.

An electric adjustable bed only lifts the head or legs through manual remote control and cannot sense or adapt to your sleep position. It is mainly suitable for pre-sleep activities or entertainment.
HEKA AI Mattress requires no manual operation. It automatically recognizes your body type and sleep position, providing personalized support that helps protect spinal health and improve sleep quality.

HEKA AI Mattress is unique in that it has no fixed level of "soft" or "firm." Unlike traditional mattresses with preset firmness and a single support structure, it dynamically adjusts to your body's natural curves and delivers just-right adaptive support tailored to you.

Yes! The AI-driven personalized support helps relieve pressure and enhances sleep quality.

Our mattress is designed for all age groups, from children to adults and seniors, ensuring a high-quality sleep experience.

Yes. HEKA AI Mattress automatically adapts to the body changes that occur during pregnancy, adjusting support in real time to ease lower-back pressure, distribute abdominal weight, and enhance overall comfort.

Yes. HEKA continuously adjusts its support to keep your body balanced, which helps reduce the need to toss and turn and supports longer, deeper sleep.

Yes. HEKA AI Mattress automatically recognizes your body type and sleep position, adjusting head-and-neck support to help keep your airway open — which can reduce snoring.

Absolutely! The HEKA AI Mattress independently adjusts each side, providing a customized comfort level for both partners.

Yes. We use sustainable materials such as natural silk, alpaca wool, and Evron antibacterial & anti-mite fabric, prioritizing both environmental sustainability and user health.

Yes, it has passed rigorous safety tests and complies with international quality and safety standards. The AI system operates quietly and efficiently, ensuring an undisturbed sleep experience.

Yes. We use skin-friendly and sustainable materials such as natural silk, alpaca wool, and Evron antibacterial and anti-mite fabric to create a clean and comfortable surface for sensitive skin.

Yes! It is made with natural, eco-friendly materials that offer excellent breathability.

We offer a range of standard sizes and models. Each HEKA AI Mattress also supports online customization of size and firmness. You can select your preferences and place an order directly on the product page. For special customization requests, feel free to contact Customer Support Team at support@hekasleep.com.

The HEKA AI Mattress lasts over 15 years, and with our warranty service, you can use it with confidence.

Yes! The mattress is compatible with most bed frames, including platform beds and slatted bases. For slatted bases, we recommend a gap of no more than 10cm between slats.

Yes, the mattress requires a power supply to operate its AI features. However, it has an extremely low power consumption (12V safe voltage, equivalent to a child's battery-powered toy). The AI system is fully integrated and encased in a secure metal enclosure, ensuring safe usage.

No. The mattress features an Ultra-Quiet Aerodynamic System, ensuring a silent sleep experience.

No. HEKA AI Mattress does not require any manual adjustment. Simply connect it to power and it runs fully automatically.

Its support units are made from aerospace-grade polymer resin and can withstand 500 kg of weight with 300,000 rolling cycles without deformation.

No. HEKA AI Mattress uses a safe 12V low-voltage system (similar to children's toys), and its internal AI system is fully enclosed in a metal shield to block electromagnetic interference, ensuring it is safe and radiation-free.

Yes! Stay updated on promotions by visiting our official website's deals page or subscribing to our email newsletter.

No, once activated during initial use, the mattress operates intelligently on its own when plugged in.

Currently, the HEKA AI Mattress operates independently using its own AI system, with no need for third-party device integration.

If the mattress is not adjusting, please check whether the power is properly connected. If the issue persists, please contact the HEKA Customer Support Team at support@hekasleep.com.

No. Please keep the logo positioned at the lower-right corner of the foot of the bed, and do not flip the mattress. Always keep the top side facing up.

Do not attempt to disassemble the HEKA AI Mattress. Unauthorized disassembly will void the warranty.

The mattress is not washable. Please use a mild detergent and a soft cloth to gently clean the surface. For further assistance, contact the HEKA Customer Support Team at support@hekasleep.com.

1. Always use a bedsheet over the mattress and clean it regularly to maintain a hygienic sleeping environment.

2. The mattress contains an AI regulation module. Do not open or disassemble the internal structure.

3. Avoid high temperatures on the mattress surface. Do not iron clothes or smoke on the bed to prevent fabric damage or fire hazards.

4. Do not use corrosive cleaning agents on the fabric. If necessary, wipe stains with alcohol and allow the area to dry completely.

5. Keep the mattress well-ventilated and dry to prevent mold and dust mites.

6. A slight body impression (within 2.5cm) on the mattress is normal and results from the materials adapting to body pressure.

7. Avoid prolonged exposure to sunlight, as it may cause discoloration.

8. A slight odor may be present in new products. Ensure good air circulation, and the smell will naturally dissipate.

9. Do not jump on the mattress or sit on the edges for extended periods.

10. If the mattress will not be used for a long time, unplug the power cord.

11. Do not use the mattress if the power plug is damaged or the socket is loose.

12. Always handle power connections with dry hands, and keep them away from children to prevent electric shock or injury.

13. The mattress contains natural silk and other delicate materials. Do not use a vacuum cleaner or mattress vacuuming device on its surface, as it may damage or extract the internal materials.

14. Do not use an electric blanket, as it may damage the natural silk layers and AI components.