Frequently Asked Questions
Online Ordering Process
Do I need to set up an account to place an order?
Creating an account on Master is not obligatory. You can use a guest account to checkout without registering. However, an account on our website gives you access to the following benefits:
- Manage your account details, track your order status and review past purchases
- Save your shipping details for future purchases and a faster shopping experience
- Keep track of your past purchases
- Be informed about our latest stock, special online promotions and discounts!
How do I place an order?
Orders can be placed as a registered user or even as a guest. On any product page, select your mattress/size choices (if applicable), choose quantity and then press the “Order now” button. This will open up your shopping cart where you may choose to continue shopping, or head on to checkout. On the checkout page, you may add or confirm your personal and shipping information, select payment options, enter any discount vouchers (if applicable) and review your order before selecting “Place order now”.
How do I know if moltyfoam.pk has received my order?
After you place your order on the website, you will receive an email from moltyfoam.pk to confirm that your order has been placed. This will not, however, indicate that the order has been shipped. That information may be confirmed under “My Orders” in your account dashboard.
If you’re not a Preferred Customer, then you may call our Customer Care Representative with your Order ID for your required information.
Why do I need a verification code sent to my mobile?
After you’ve placed an order of your desired product, a code will be sent to the provided mobile number. After submitting this code, your order will have been confirmed. This process only helps us improve our delivery system.
What if I don’t receive the code?
You should have received an SMS with your code by now, but if due to any technical error you haven’t then you may hit resend. If you still didn’t receive the code, you may have provided the wrong number. If that is the case, you will receive a call from us.
Will my order be placed if I don’t send the code?
Yes, your order has been placed; this process just helps us to provide better customer service. We highly recommend that you submit the code for a faster delivery.
How can I track my order?
As soon as your order is placed, you will be emailed an Order ID, along with your Order Confirmation. This is what will help you track your order(s). You can also check this ID when you sign in to the Moltyfoam website. If you’re not a preferred customer, you may call or email our Customer Care with the tracking number information to find out the status of your order.
How long will it take for my order to be delivered?
All orders will be delivered by our courier service providers within 5-7 working days in Pakistan. If your order has not been delivered in the specified time, please contact our Customer Care Service 111 666 555.
What Payment Methods Are Accepted?
Currently, the following payment methods are accepted:
Cash on Delivery
This option is available for customers throughout Pakistan. Using this option, you can pay cash to the delivery agent upon receipt of your order. Please ensure that you have the exact amount at hand since our delivery agents do not carry change/petty cash.
Credit Card
Our credit card facility is activated.
What if an incorrect/damaged item is delivered to me?
In the very rare case if you have received a wrong, damaged or incomplete product then we are truly sorry for the inconvenience caused to you. You can return the product to the delivery person on the spot as no transaction is made unless you are fully satisfied with the product you receive.
What if an incomplete order is delivered to me?
In the very rare case if you have received a wrong, damaged or incomplete product then we are truly sorry for the inconvenience caused to you. You can return the product to the delivery person on the spot as no transaction is made unless you are fully satisfied with the product you receive.
I want to replace my order, what do I do?
This 14-day exchange policy applies only to online sales of mattresses, and not accessories.In the rare case that you have received a wrong (i.e. mattress model or size other than what you ordered), damaged or incomplete product,please inform the delivery team before they leave, and we will correct the order. The mattress must be unused and returned to the delivery team at that same moment.
In case you are not fully satisfied with the correct product you've ordered, you have 14 days within which you may request a replacement of the mattress, after which the trial period will be over and the mattress will be non-returnable. Our delivery team will collect the mattress. Please remember that we must have received intimation of your expression to replace the item within the 14-day period.
The replacement does not apply to any other part of the mattress or the entire mattress which has been subjected to misuse, neglect, accident, natural calamity or mishandling. To arrange a replacement, please contact us at 111 666 555, or email us at online.help@master.com.pk
Can I get a custom-made mattress for myself?
Unfortunately we do not offer custom-made mattresses to our customers. Please feel free to explore our mattresses with the Mattress Selector to get the mattress most suited to your needs.
I have a comment/suggestion regarding your product/service.
We highly value any and all feedback from our customers and fans! Please don’t hesitate in contacting our Customer Care with your comments and suggestions. You can call us to record your response.
Mattress Shopping
How can I tell if I need a new mattress?
When was the last time you thought about your mattress? Many of us forget that our mattresses are the most utilized piece of furniture we own. In fact, if you sleep eight hours a night, in one year you’ll rack up 3000 hours on your mattress. After ten years, you’ll have logged 30,000 hours on the same bed. Listed below are a few hints that indicate it’s time to start thinking about renewing your sleep surface.
You bought your current mattress over eight years ago.
The average lifespan of a quality mattress is eight to ten years. Mattresses older than that suffer from deteriorating comfort features and diminished support capabilities.
You wake up feeling more tired than when you went to sleep.
Most consumers wait too long to replace their mattresses. If you don’t wake up feeling refreshed and rejuvenated—or if you feel any pain or discomfort—you've definitely waited too long.
The couch feels more comfortable than your bed.
Concentrate on the feel of your mattress. Do you feel coils or bumps? Your body needs a smooth, comfortable sleep surface to get a regenerative night’s sleep. Your mattress should enable you to sleep through the night with minimal tossing and turning.
Your mattress looks worn and uneven.
Inspect your mattress regularly for sags and imprints. If your mattress appears uneven or worn and frayed, maybe it’s time to start shopping. The upholstery layers in all mattresses compress over time. For optimal performance, be sure to rotate your mattress occasionally to extend its durability and renew its comfort. If you "inherited" your mattress from a family member or friend, chances are you need to replace it now.
You’ve taken your mattress for granted.
Mattresses are the most used yet most ignored piece of furniture in the house. Pay attention to your mattress. Do you hear creaks and groans? Do you notice the surface sags or indents in certain areas and not in others? The condition of your mattress may come as a surprise, once you take a close look.
Should I replace my box spring when purchasing a new mattress?
Yes! A good box spring is as important as a good mattress! It acts much like a large shock absorber, taking a lot of the nightly wear and tear, and it contributes to your comfort and support. Don’t put a new mattress on an inappropriate box spring. When you select the mattress, purchase its companion box spring. The two are designed to work best together.
How long should my sleep set last?
The Better Sleep Council advises consumers to buy the highest-quality bedding they can afford, then replace old bedding every eight to ten years. After this many years, even the best bedding may no longer provide the comfort and support you deserve. More information and sleeping tips are available on www.sleepresearchfoundation.com
Why are two similar mattresses so widely different in price?
Chances are they are not as similar as they seem. They might both claim to be predominantly of the same construction – but further investigation will probably reveal different material qualities, densities, amounts, etc. If you want to comparative shop you will need quite a lot of detail to make sure you are comparing like with like.
What should I do with my old mattress?
Most bedding retail stores will assist with the disposal of old bedding as a value-added store service. Ask about this type of service before you purchase!
Can my children use my old mattress?
Children should have a comfortable, supportive mattress to get the deep restorative sleep because their bodies need to grow. If your old sleep set was uncomfortable and lacked support, then it probably won’t help your kids get a good night’s sleep either.
Does a mattress need to be hard in order to be good for me?
No! The ideal mattress offers correct support regardless of comfort level or price.
Why are there so many different quilting designs?
The quilting design on a mattress cover helps determine the firmness or plushness of the sleep surface. If a quilting design is small and close, the bed will tend to feel firmer; if the design is large and spread out, the bed will usually feel more plush.
Which is better – tufted or quilted?
Better quality tufts are well protected by wool or felt pompoms but some sensitive people may be more aware of them than others. A good mattress protector can help. Otherwise, choose a quilted style instead.
Mattress Sizing and Height
Should I be concerned about bedding height?
For consumers who don’t want the extra height that comes with today’s bedding, Master offers a “low profile box spring,” cutting the height of the box spring by up to 4.5 inches! A low-rise bed frame can also reduce the overall height of your mattress surface. In addition, most stores also offer “low-profile frames”, which also reduce overall height.
What are the dimensions of traditional bedding?
These are standard finished product sizes. Actual size may vary by model, generally within a range of ± 1⁄2 inch to 1 inch.
Size Size in feets Size in inches
Single 6'5" x 3'5" 78 x 42 in
Queen 1 6'5" x 5" 78 x 60 in
Queen 2 6'5" x 5'5" 78 x 66 in
King 6'5" x 6" 78 x 72 in
Traditional-size mattresses are not big enough for me. Does Master make non-traditional?
Yes! Master realizes all people have different preferences. Contact your local retailer for non-traditional mattress sizes.
MoltyFoam 14 Days Sleep Trial
WHAT IS MOLTYFOAM'S 14 DAYS SLEEP TRIAL POLICY?
Our 14-day exchange policy applies only to online sales of mattresses, and not accessories. The 14 days mattress trial is not applicable during campaigns, wedding bundle offer, or any other discount offers. In case you are not fully satisfied with the correct product you've ordered, you have 14 days within which you may request a replacement of the mattress, after which the trial period will be over, and the mattress will be non-returnable. Our delivery team will collect the mattress; however, you will be charged for the delivery charges when you claim your 14 days trial. Please remember that we must have received intimation of your expression to replace the item within the 14-day period.
Mattress Care
How do I carry or move my mattress?
Two people should normally carry your mattress flat on its side. It’s easier to handle and less likely to get damaged. Don’t bend your mattress under any circumstances.* Bending may damage the innerspring unit. Flex rather than bend the mattress when going through doorways, and don’t bend the corners when putting on fitted sheets.
How and why do I rotate my bedding? How do I avoid body impressions in my mattress? How do I maintain consistent comfort and feel throughout the life of my bedding?
We recommend that you rotate your mattress on a regular basis to refresh its comfort. Mattresses contain many layers of upholstery padding to increase their comfort life and support performance. Body indentations can be a normal occurrence in new mattresses, and indicate that the upholstery layers are conforming to a person’s individual body contours. To help minimize body impressions, mattresses should be turned occasionally throughout their life.
How do I care for my mattress?
Keep your mattress clean. We suggest using a mattress protector; please visit the accessories section or our stores for more information on mattress pads. Don't allow your mattress to get wet. Protect it from water or other liquids. Don’t use dry cleaning fluid of any type on your mattress. These chemicals could damage some of the comfort and upholstery materials.
I have been told to turn my mattress regularly. Why is this necessary?
On better quality mattresses, particularly with lots of natural fillings, body indentations are a normal characteristic of a mattress working as intended, allowing the springs to move individually while the fillings cradle your body. Regular turning will help the fillings settle and compact down more evenly – although there will still be some visible signs of the mattress settling to the contours of your body. Follow the manufacturer’s instructions, but generally it’s a good idea to turn them from end to end and side to side every week for the first few months and thereafter about every three months. You should rotate a non-turn mattress. If you are going to find it difficult to turn you should ask your retailer to show you mattress options which do not need turning: these are now available in both sprung and unsprung constructions. (Handles are intended to help position the mattress correctly on the base. Handles are not designed to carry the full weight of a mattress.)
What is the difference between non-turn and no need to turn mattresses?
Non-turn mattresses are designed as one-sided mattresses and can only be used on that one side. Rotation is normally recommended to even out wear and tear. No need to turn mattresses can be used either way – but it is not necessary to turn them as regularly as other mattresses (although occasional turning is usually suggested).
How do I clean my mattress?
Vacuuming is the only recommended cleaning method. If you must clean a stain, use mild soap with cold water and apply lightly! Don’t ever soak a mattress or foundation, and don't use dry cleaning fluid of any type on your mattress—these chemicals could damage some of the comfort and upholstery materials.
Your Mattress and Healthcare
What sort of bed should I choose if I have a bad back?
For a long time, it was believed that a hard bed was good for a bad back. Recent research confirms this is not necessarily the case – and could in fact cause more damage. A supportive and comfortable mattress is the best option – it doesn’t matter what type of construction it is. Any reference to bed’s being orthopaedic – or similar medical sounding terms – does not mean that the bed has been professionally assessed or recommended. It is a term loosely used by manufacturers to refer to extra firm models in their range.
What sort of bed is best for sufferers from asthma or other types of allergic problem?
Almost all beds will, in time, attract house dust mites, whose droppings are highly allergenic. Regular cleaning, airing and the use of protective covers will reduce the effect. Some manufacturers are now using anti-dust mite treated fabrics for tickings. Always check details of construction and materials if you suffer from any other allergies. Manufacturers will be able to supply you with details. Read up on our information on FreshGuard.
Do foam mattresses radiate heat?
Mattresses don’t create the heat and people can feel extraordinarily warm on beds of all constructions but foam is a good insulator and the higher the density (i.e. the better the quality) the greater the potential heat retention. If you are the sort of person who feels extra warm in bed (and remember that age, health and medications can all affect your body’s heat control mechanisms), look for foam with an open cell construction which will breathe more easily; make sure the mattress is well ventilated; and use cotton sheets, duvets with lower tog ratings etc. Look out, too, for the new generation of breathable ticking fabrics, and other ways of improving air circulation or introducing the concept of climate control into beds, which are now appearing on the market.
