Frequently Asked Questions

Yes, shipping is FREE to anywhere in Malaysia!

We have special arrangements for East Malaysian orders:
For EM, you can choose between two options for Joey Mattress deliveries.
1) MTR (Sea Freight): FREE. Delivers in 25-30 working days.
2) MTR (Air Freight): RM200/mattress. Delivers in 5-9 working days.

All other non-mattress Joey products will be delivered for FREE to EM using GDEX or MTR Air.

We accept all the following payment options:
• Credit card including Visa, Mastercard, and American Express
• Debit/bank card
• FPX (Online banking)
• 0% interest instalments including ShopBack and Atome (Check our "Instalment" page for more info!)
• Touch 'n Go eWallet (Select ‘2C2P’ upon checkout)

Joey tries to be as speedy as possible when it comes to delivering sweet dreams!

West Malaysia
You’ll receive your delivery within 1-5 working days. Scheduled deliveries will receive their orders on their selected time slots.

East Malaysia
1) Joey Mattress orders:
- Air freight: 5-9 working days
- Sea freight: 25-30 working days

2) All other Joey products:
5-10 working days

*Our definition of ”working days” do not include the weekends and public holidays!

Depending on where your address is, your order will be delivered via different courier companies!

Klang Valley:
- Joey Mattress: Joey’s Team
- Joey Topper: GDEX or Joey’s Team
- Joey Pillow: GDEX or Joey’s Team
- All other Joey products: GDEX

Rest of West Malaysia: GDEX for ALL Joey products

East Malaysia:
- Joey Mattress: MTR Sea or MTR Air
- Joey Topper, Pillow, Blanket: MTR Air
- All other Joey products: GDEX or MTR Air

You can check the FAQ below for more information on tracking.

You can check your tracking number through the links below:

Klang Valley:
1) If your order is handled by Joey’s Team,
- There will be no tracking link provided. Rest assured, your order will be in good (and speedy) hands!
- Scheduled deliveries will be fulfilled as per their chosen time slot.

2) All other Joey products: GDEX 
You’ll receive a tracking number via e-mail.
Track your delivery here 
(Select ‘Consignment No.’)

Rest of West Malaysia:
For ALL Joey products
Track your delivery here
(Select ‘Consignment No.’)

East Malaysia:
1) Joey Mattress and Joey Toppers: MTR Air or Sea Freight
Track your delivery here

2) All other non-mattress Joey products: GDEX or MTR Air
GDEX:
Track your delivery here 
(Select ‘Consignment No.’)

MTR Air:
Track your delivery here

Remember— if you need help in regards to your order delivery status, we’re always one message away!

Yes, of course! Customers usually do this when they are moving, renovating, or are away-from-home. Just let us know which date is more convenient for you and we’ll take it from there!
You can find all our contact details here.

If you stay in the Klang Valley, we can deliver to you on Saturdays!
For everywhere else, we currently only deliver between Monday to Friday— but we’re working on bringing you the best service possible!

Yes, please make sure you’re home for delivery, especially for bigger items. Please make sure that you fill in a working Malaysian phone number during checkout, as our deliveryman will call you upon arrival!

If you ordered a Joey Mattress, take note that the mattress weighs around 18 to 35kg depending on size. If you think you’ll struggle with carrying it, we would recommend bringing a trolley or inviting an extra pair of hands to help!

*Our door-to-door service is available to landed properties or buildings with elevators in Klang Valley only.

There will be an additional charge of RM10 per floor - starting from the 1st floor onwards up until the 5th floor. We are unable to deliver beyond the 5th floor without a working elevator. For example: If you live on the 3rd floor, it would cost RM30 to have your mattress brought to your doorstep. This can be paid directly to our driver(s).

Do reach out to us beforehand if your building does not have a working elevator. Our driver(s) reserve the right to turn down the request to deliver to your doorstep if not informed beforehand.

This only applies for scheduled deliveries within the Klang Valley.

No, Joey doesn’t have a showroom! And here’s why:

We cut out all unnecessary things (including showrooms and salesmen) to deliver a great bed directly to you, from our very own factory, at a more affordable price.

It’s been widely reported that trying a mattress for 5-15 minutes in showrooms isn’t effective for consumers. It’s worse when you have to try dozens of mattresses at one go! Ultimately, the best way to know if a mattress really suits you is being able to actually sleep on it.

Joey believes in letting consumers decide on their purchase with full transparency. That’s why we offer a 99-night home trial for ALL our products so that you can try them in the most natural way possible— at home!

If you don’t love our product, you can return it for a full refund. All the information you need can be found here!

Returns are super easy here at Joey! Here’s everything you need to know:

All Joey products come with a 99-night home trial. After trying the product for a minimum of 30 days, you can decide if you would like to keep or return it within the 99-day period.

If you’re in West Malaysia, returns for mattresses and all other Joey products are FREE, and we’ll make shipping arrangements for you.

If you’re in East Malaysia, return costs for mattresses would have to be borne by the customer. Joey can make shipping arrangements for you, or you could choose your own courier.

However, all the other Joey products (like the Joey pillow, blankets, and etc) can be returned completely FREE, nationwide, on us!

Note:
Only one product type can be returned within one household at one time. This means if you buy TWO Joey Mattresses and ONE Joey Pillow, you can return ONE Joey Mattress and ONE Joey Pillow. All products can be returned and refunded if they are not dirty and if they’re damage-free, no worries!

The Joey 99-night trial is a 99-day (3 month) long period where you can try out a Joey in the comfort of your own home. Yes, this means you get to actually sleep, jump, and dream on your Joey and see if it really suits your lifestyle!

Your 99-night home trial will start automatically once you have received your order. And yes, you’ll need to make payment first, either in full or in our interest-free instalments (which goes up to 24 months)— and it’ll be delivered to your house for free.

After trying your Joey for a minimum of 30 days, you can decide if you would like to keep or return it during your 99-night trial. Returns and refunds will be allowed if the product is not dirty or damaged, so no worries! We want you to be 101% happy with your Joey. 

For mattress returns:
You don’t need to keep the big blue box (unless you like it of course!), but you’ll need the big plastic wrapping inside to keep the mattress clean during the return process.

For all other non-mattress products:
Yes, you’ll need to keep the product packaging for returns! You don’t need to keep the courier bag.

If you have lost your packaging, just reach out to our customer service and we’ll guide you through your next steps!

You can initiate the return with our customer service team at support@joeymattress.com. Please provide us your full name, order number and product. If you made your order via Shopee or Lazada, you can provide us your username to ease the process. And don’t worry— we’ll still be friends! ;)

Upon receiving the returned item at the warehouse, Joey will carry out the inspection on the nearest Friday. Your refund will be processed within 7 business days post-inspection!

After going through a hygiene and quality inspection, all of our returned products are either recycled, or donated to those in need through our charity partners. They are never ever resold!

We're happy to help you check on your refund! Please reach out to our customer support team at support@joeymattress.com with your order number in hand.

The Joey Mattress comes with a 10-year limited warranty. It covers sagging defects of more than 1.5 inches or 3.8cm, as well as any physical flaws where the foam material has split or cracked open.

This means that for 10 years, if there’s anything wrong with your Joey Mattress, we’ll repair it for you back at our own factory— subject to inspection approval, of course! The warranty will be upheld as long as the mattress has been used as intended on a properly flat, supportive surface or bed frame, and if you’re the original buyer of the mattress.

If you have more questions about the warranty, just reach out to us and we’ll be happy to help you.

The limited pillow Warranty applies to defects due to faulty workmanship or materials, subject to the limitations described in this Warranty.
The Defects include:
- Severe softening or deterioration of the pillow core, and
- Any other physical flaw or manufacturing defect in the material or workmanship of the product, when used normally for its intended purposes.

The limited Joey Blanket Warranty applies to defects due to faulty workmanship or materials, subject to the limitations described in this Warranty.

The limited Joey Blanket Warranty applies to defects due to faulty workmanship or materials, subject to the limitations described in this Warranty.

The 1-year limited Joey Bedsheet Set warranty applies to defects due to faulty workmanship or materials, subject to the limitations described in this Warranty.

If you believe your product is defective, please let our customer service team know via support@joeymattress.com. We’ve got your back!

Once you take your mattress out of the box, it will expand and be sleep-ready within minutes. For the mattress to fully inflate, it will usually take 48 to 72 hours.
We want to see you enjoy the magic! Tag us in your very own unboxing video @joeymattress on Instagram or TikTok!

When you buy a brand new mattress, it means you’ll be transitioning from an old mattress that you’ve been sleeping on every night for years.

Professionals claim that our bodies actually need some time to adjust to new sleep surfaces— that’s why we also recommend spending at least 30 days with the Joey Mattress before you decide whether to keep or return it!

During this time, observe your sleep quality and take note whether there has been any changes. You can even download sleep trackers to see if your sleep has improved with the Joey Mattress!

The Joey Mattress is made using a modern, in-house engineered polyurethane foam— J-Foam. It’s 10 times stronger than normal foam, with unparalleled breathability, bounciness, and pressure-point relief compared to other conventional mattress materials.

There’s nothing else like J-Foam in the world, because it can only be produced using our formula in our own factory in Sungai Buloh. For more in-depth information about the material and composition, click here.

No, the Joey Mattress is engineered to keep you cool and comfortable. We don't use memory foam or latex, which are typical mattress materials that tend to get warm. Instead, our unique foam features an open-cell structure that increases ventilation for a cooler sleep.

Nope! The Joey Mattress is designed to be non-flip. If you sleep alone on one side of the bed or have a significant weight difference with your sleep partner, then we do recommend rotating the bed 180 degrees once every 3-6 months.

The Joey Mattress is engineered to be ultra-durable and is insured with a 10-year warranty against sagging and sinking, provided that the mattress has been used on a flat surface with proper care.

We use industry-leading foam technology to produce the J-Foam that makes up the Joey Mattress. It’s 10x more durable than regular foam, and has been rigorously tested to ensure longer-lasting comfort and support. 

The Joey Mattress is CertiPUR-US certified! This means it has been rigorously tested to be free from all harmful chemicals. No heavy metals (such as lead or mercury), phthalates and ozone-depleters are used or produced during the manufacturing process.

We recommend spot cleaning using a slightly-damp cleaning cloth, followed by letting it air-dry naturally. You can refer here for more details on how to take care of your Joey Mattress!

Important Note: Please be aware that you should never attempt to dry your Joey Mattress using a hair dryer! Most household mattresses are highly flammable— except those treated with strong flame-retardant chemicals. That’s why we also would not recommend leaving any electrical appliances near your bed for your safety.

To know if your bedsheets will fit the Joey Mattress, you’ll need to check the length, width, and height of your bedsheets.

The Joey Mattress is 9" or 23CM tall for all sizes.

Here are the dimensions of the Joey Mattress for your easy perusal:

You can start snoozing right away once your mattress has expanded. Put your bedsheets on and you’re good to go!

Please unbox your Joey Mattress within one month of receiving it for the best experience. The sooner you unbox your Joey, the quicker it will inflate!

Spot clean using a slightly-damp cleaning cloth, and allow it to air-dry naturally.

Please do not wash the cover, even by hand, as the cover is meant to protect and preserve the latex inside.

With proper care and usage, the Joey Pillow will last you for years. Our pillow comes with a 2-year warranty as it’s constructed using high-density, Grade-A, natural Malaysian latex. The Joey Pillow is also engineered to keep its shape for much longer than traditional cotton-filling/memory foam pillows!

We donate all returned Joey Pillows to our charity partners. Rest assured that the returned pillows are never resold.

We spent more than 18 months researching the Malaysian market and found that a 10 and 12 CM pillow curvature suits just about everyone. This, coupled with the fact that the Joey Pillow’s latex will contour to your unique neck-and-shoulder build, makes it the most people-friendly pillow ever!

We recommend washing the mattress protector before putting it on your mattress. Please note this could take multiple washes as the protector is made of waterproof material!

For best results, we recommend you:
- Hand-wash and line dry in shade; or
- machine wash on warm and tumble dry low. Heat drying could cause delamination and shrinkage.
- Do not bleach, do not iron, and do not dry clean.

The Joey Mattress Protector is designed to be breathable and compatible with your mattress.

It’s made using cooling protective film for ultra-breathability. It's the same material used in premium sportswear to keep athletes cool and dry, guaranteeing you the ultimate breezy bliss.

The Joey Mattress Protector is a thin, breathable, and waterproof layer that protects against all spills and ills.

This is different from a mattress topper, which is an extra layer that you put on top of your mattress (like padding!) that will change the comfort of your bed. While a mattress topper can protect against dust and hair, it is not waterproof.

A mattress protector is a protective layer that should rest between the mattress and the bed sheet.

It serves a different function when compared to the bed sheet, which provides a more comfortable surface for you to sleep on while reducing friction from movement. The mattress protector, on the other hand, shields the mattress underneath it!

This means that a bed sheet is still highly recommended even if you have a mattress protector.

Both the shell fabric and filling are made up of 100% Hypoallergenic Polyester Fibres. It's 300gsm (grams per square metre) and medium weight.

We've found that using polyester is the best way to keep the Joey Blanket affordable without sacrificing its quality or usability!

Yes, definitely. The Joey Blanket was designed to be used both with or without a blanket cover (we mean, look at it. It already looks so good naked!)

On laundry day, follow these simple care instructions:
- Machine wash with cold water
- Tumble dry on low, or reduce your carbon footprint and line dry
- Avoid fabric softeners
- Avoid putting clothing with zips/rough fabric in the same wash cycle (fabric friction can cause pilling issues in the long run)
- Do not use bleach
- Iron on low if you love the "crisp blanket on my bed" look!

If you use a Blanket Cover: Wash the Joey Blanket once every 3-4 months.

If you use the blanket as-is, without a cover: Wash it as needed, or whenever it starts to smell musty. This can be as often as once every 3 weeks.

We donate all returned Joey Blankets to our charity partners. Rest assured that the returned blankets are never resold.

Here are the measurements of the sheets that you can compare with the measurement of your mattress.
(Length x Width)
Single: 91 x 190 CM
Super Single: 107 x 190 CM
Queen: 152 x 190 CM
King: 183 x 190 CM
Height: 35 CM, fits nicely on 9 to 13-inch (23-33 CM) mattresses.

On laundry day, follow these simple care instructions to keep them in the best condition for as long as possible:
- Use a mesh washing bag
- To keep pilling to a minimum, avoid fabric softeners and putting clothing with zips or rough fabrics in the same wash cycle (to reduce fabric friction!)
- Machine wash cold on the gentle cycle
- Tumble dry on low, or reduce your carbon footprint and line dry!
- Do not use bleach
- Iron on low if you want seamless, perfect sheets

We donate all returned Joey Bedsheet Sets to our charity partners. Rest assured that the returned sheets are never resold.

Bamboo is a natural fibre, and natural fibres tend to wrinkle. We did not treat these sheets with anti-wrinkle chemicals because we think that having no chemicals against your skin is more important than having wrinkle-free sheets, and we're sure you share the same sentiment with us.

If you love the "wrinkle-free sheets" look, it can be achieved pretty easily!

Here are 2 ways to minimise the wrinkles on your sheets after you wash them:
- Hang them out to air-dry - This will ensure that the fabric dries straight and minimises the wrinkles that appear
- If tumble-drying, take them out of the dryer 10 minutes before the drying cycle ends and lay them flat/hang them on a line to finish drying. This ensures that the fabric dries flat/straight
Here's a proper guide on how to care for the Joey Bedsheet Set.

Check out our "How to Care for the Joey Bedsheet Care" guide on how to keep your Joey Bedsheet Set pristine-looking.

It's really simple, here's how to do it!
1) Send an email to support@joeymattress.com with your full name, order number and product
2) Our Customer Happiness Specialists will ask you for some additional information to process the return
3) Pack the Joey Bedsheet Set in the blue courier bag
4) Rest easy. We’ll send someone over to pick it up!

Yes! Send an email to support@joeymattress.com with your full name, order number and product. Our Customer Happiness Specialists will gladly assist you with the return.

We only accept Joey Bedsheet Set returns as a set, and do not accept returns of pillow cover(s)/bolster cover/bedsheets separately.
However, we’d love to hear from you at support@joeymattress.com with any concerns you may have about that separate piece. We’ll help you out to the best of our abilities, and that’s the Joey Promise!

We do not sell them as separate pieces right now, but keep an eye out because that’s something we’ll do in the future!