Full Mattress, Holaki 10" New Memory Foam Hybrid Full Mattress in a Box, Cool Individual Pocket Spring for Sleep Supportive & Pressure Relief, Full Size Medium Firm Mattress, CertiPUR-US

Shipping Policy

Thank you for choosing Holaki! We are committed to providing clear and efficient logistics services. Please carefully review the following policies.

Order Processing Time

• It is the time from when your order is placed (and payment confirmed) until we hand it over to the carrier.
• All orders are processed, packaged, and prepared for shipment within 2-3 business days.
• Orders placed on weekends or U.S. federal holidays will be processed on the next business day.
• Our warehouse operates Monday–Friday during standard business hours (excluding holidays).

Shipping Time

• All products ship from our U.S. warehouse.
• Standard shipping takes 5-10 business days (excluding processing time).
• Minor delays may occur in remote areas or during peak holiday periods.

Note: Shipping times are estimates only. Actual delivery may be affected by weather, high shipping volume, carrier issues, or unforeseen circumstances. Total Delivery Time = Processing Time + Shipping Time

Shipping Methods & Tracking

• We partner with reliable carriers including UPS, FedEx, and USPS.
• Once your order ships, you will automatically receive a shipping confirmation email containing your tracking number.
• You can monitor your package’s progress at any time using the provided tracking link.
• Tracking information usually updates within 24–72 hours (may take longer during busy periods or holidays).

Shipping Zones

• We currently ship only to the continental United States (excluding Alaska, Hawaii, Guam, and other U.S. territories).
• If your shipping address is in an unsupported area, we will contact you before processing the order to discuss possible solutions.
• We do not ship internationally at this time. Thank you for your understanding.

Shipping Fees

• Orders over $60: Free shipping
• Orders under $60: Flat rate of $9.90
• No hidden fees or surcharges.

Shipping Delays

Delivery times may be extended due to factors beyond our control, such as:

• Extreme weather or natural disasters
• Carrier delays or operational issues
• Peak shopping seasons (e.g., Black Friday, Christmas)
• Incomplete or incorrect delivery addresses

If your order is significantly delayed, please contact us immediately — we’ll check the status with the carrier and assist you promptly.

Address Changes

• If you need to modify your delivery address, please contact us within 12 hours of placing the order.
• Once the order enters the shipping process (label created), address changes are no longer possible. In such cases, please contact the carrier directly.

Contact Us

For any questions about shipping, tracking, or your order, feel free to reach out: 
Phone: +1 6072308528
Email: support@holaki.co
Address: 6635 S Dayton St, Ste 310
Greenwood Village, CO 80111

We will respond as quickly as possible and help resolve any issues. Thank you for shopping with Holaki!

Refund & Exchange Policy

Welcome to Holaki. We are committed to providing our customers with a clear and transparent return and refund process. Please carefully review the following policy.

1.Returns

We offer a 30-day return policy, meaning you have 30 days after receiving your order to request a return.

To be eligible for a return, the item must:

- Be in the same condition as when received

Be in the original packaging

Include the receipt or proof of purchase.

2. How to Initiate a Return
To return an item, please contact our Customer Support team:
📧 support@holaki.co

Once your request is approved, we will provide you with:

A return address within the United States

Detailed return instructions

⚠️ Items returned without prior authorization will not be accepted.

3. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If your item is damaged, defective, or incorrect, contact us immediately at: support@holaki.co.

In such cases, we will cover the return shipping cost.

We will assess the issue and arrange for a replacement or refund based on the circumstances.

4. Return Shipping Costs
Non-quality-related returns (e.g., change of mind):

Customers are responsible for return shipping costs.

Quality-related issues (damaged, defective, or incorrect items):

We will cover return shipping costs.

Original shipping fees (if applicable) are non-refundable.

5. Non-Returnable Items
The following items are non-returnable:

Clearance items

Gift cards

Custom or personalized products

Perishable goods

Hazardous materials, flammable liquids, or gases

If you are unsure whether your item qualifies for return, please contact us before initiating a return.

6. Exchanges
The fastest way to receive alternative items is:

Please follow the above process to return the original item.

Once your return is approved, place a new order.

7. Refunds
After receiving and inspecting your return, we will notify you of the approval status.

Approved refunds will be processed back to your original payment method.

Refunds will be completed within 10 business days of approval.

Please note that banks or credit card companies may require additional time to complete the refund.

If it has been more than 15 business days since your refund request was approved, please contact us at: support@holaki.co.

Exchange Policy

Thank you for choosing our products. To ensure your shopping experience, we have established the following exchange policy. Please read carefully before requesting an exchange.

1. Eligibility for Exchange

We support exchange requests under the following conditions:

- Exchange request submitted within 14 days of delivery receipt
- Item is unused, uninstalled, stain-free, and undamaged
- Item retains complete original packaging (including accessories, manuals, labels, etc.)

Non-customized items; non-clearance/discounted items

⚠️ Exchanges cannot be processed for items showing signs of human damage or obvious usage.

2. Non-Exchangeable Situations

Exchanges are not supported under the following circumstances:

Exceeding the exchange request period

Customized products / personalized products

Clearance, discounted items, or products labeled “non-returnable/non-exchangeable”

3. Exchange Process

First, contact our customer service team via email:
support@holaki.co

Provide the following information:

Order number

Reason for exchange

Product photos or video (if issues exist)

After confirmation that the exchange meets requirements, customer service will provide the exchange address and instructions.

Do not return the item without prior confirmation, as it may not be processed.

4.Shipping Fee Policy

Quality Issues / Incorrect Items:
We cover all shipping costs for both return and replacement.

Non-Quality Issues (Personal Reasons):

For subjective reasons (e.g., dislike, wrong size/model),
customers are responsible for all shipping costs.

5. Replacement Timeline

After receiving and inspecting your returned item,
we typically ship the replacement within 3–7 business days.

Delivery times for replacement items depend on actual carrier processing times.

6. Important Notes

Replacements are limited to the same product model with different specifications/sizes (if in stock).

If the requested replacement item is out of stock, we may suggest a refund or exchange for an equivalent-value item.

This policy applies to orders placed through our official website.

Contact Us
For any questions regarding returns or refunds, please contact:
📧 support@holaki.co