Frequently Asked Questions
FAQ QUICK LINKS
- Products and Prices
- Purchasing from ScanKomfort
- Deliveries, Self-Collection, After-sales Servicing, Disposal
- Promotions and Events
- Contact us
Do you custom-make mattresses?
Sorry, we do not provide made-to-order services. Our mattresses are only available in standard 3ft, 3.5ft, 5ft and 6ft widths.
Do you provide re-upholstery services?
Sorry, we do not.
What are your showroom opening hours?
Opening hours may differ for each showroom. Please visit our showroom page for addresses, contact numbers and opening hours.
What are your office hours?
Our main office at Sungei Kadut is open Mondays to Fridays, 8.30am to 5.30pm. The main office is also closed on Public Holidays.
What time do your customer service lines open?
Our customer service hotline is open Mondays to Saturdays, 8.30am to 5.30pm. The customer service hotline is also closed on Public Holidays.
What time does your warehouse open?
Our warehouse is open Mondays to Saturdays, 9.30am to 12.00pm and 1.00pm to 5.00pm. The warehouse is also closed on Public Holidays.
Do you handle trade-ins or buying back of mattress previously purchased from ScanKomfort?
No, we don’t.
Do you ship overseas?
We currently only ship to addresses in Singapore.
PRODUCTS AND PRICES
What type of fabric is your mattress made of?
Where can I see your products on display?
How can I find out if a particular item is in stock?
How do I maintain my mattress?
We have prepared some general tips for caring for your mattress HERE.
How do I maintain my covers?
Removable mattress covers are washable up to 60 degrees celsius with mild detergent. They are also dryer safe.
PURCHASING FROM SCANKOMFORT
What modes of payment are accepted at your showrooms?
Our showrooms accept all major credit/debit cards - NETS, VISA, MASTERCARD, AMEX, DINERS, JCB.
For online purchase, only VISA/MASTERCARD payments are accepted at this point in time. Please note that we are unable to process instalments online.
Can I call your showrooms to make a phone order?
Yes, but please note however that the outstanding balance amount on your order will have to be paid in full online (with an additional 1% administration charge), or at any showroom 7 working days before your scheduled delivery date. As a minimum down payment of 50% is required, kindly note that orders without the minimum down payment amount will not be processed for deliveries.
ScanKomfort will never request for your credit card or bank account details via phone, SMS or e-mail. You will only be required to enter your credit card details upon check-out, via our secure check-out page. This also applies to second-payments. Your credit card information will not be saved.
Can I make a partial payment before my items are delivered?
Yes, however please note that the minimum payment amount is 50% of your total purchase amount. The balance amount will have to be paid 7 working days before your delivery date. Partial payments may only be accepted at showrooms.
Do I have to go to your showrooms to make a balance payment?
Balance payment is collected at any of our showrooms, or online. To make a balance payment online, please contact any of our showrooms so that a secure payment link may be sent to your email address. Please note however that balance payments made online will incur an additional 1% (of the balance payment amount) as administration charges.
I have made a purchase, but I would like to cancel one of my items. Can I get a refund?
Yes, however please note that refunds are done in the form of Product Vouchers, which can be used on your next purchase at ScanKomfort. More details about refunds can be found on our buying guidelines page.
Do your items come with a warranty?
Yes, all items purchased their respective manufacturing warranty, which covers manufacturing defects. Damages sustained from usage and/or moving a mattress to a different address are not covered. Please note that moving an item out of Singapore voids this warranty.
DELIVERIES, SELF-COLLECTION, AFTER-SALES PRODUCT SERVICING, DISPOSAL
Do you ship overseas?
Sorry, we currently only ship to addresses in Singapore.
What is your delivery lead time?
In-stock items can be delivered between 1 - 3 working weeks. Please note that the lead time for some items differ. For online orders, please allow us to contact you after your order is placed to arrange a delivery date. If you have a preferred delivery date, you can write it in the comments field during the check-out process.
When do you deliver, and how much are your delivery charges?
All orders are automatically scheduled for weekday deliveries. Standard delivery charges are charged per trip, per delivery address, at S$60 (weekdays) and @$85 (Saturdays).
An additional charge of $20 applies for deliveries to Special Areas such as (but not limited to) Army camps, Industrial areas and Sentosa. This fee will be billed to you in a separate invoice.
In the case of maisonettes or landed housing, our delivery teams might be required to carry items up staircases. An additional manpower cost will be collected by our delivery teams on-site, at $10 per floor, starting from the 3rd floor.
Please note that delivery slots are subject to availability, and we may have to reschedule your delivery if your preferred date is no longer available.
Can you waive the delivery charges?
Yes, we can. Delivery charges are waived with a minimum $2500 nett spend. Please note however that the $20 surcharge to special areas cannot be waived.
Can I indicate a preferred date for my upcoming delivery?
Yes you can, however please note that your delivery will still be subject to your items' delivery lead time. If your preferred delivery date is not available at the time of your purchase, please allow us to contact you for re-arrangements.
How long can you hold my items for?
Purchased items may only be held at ScanKomfort’s warehouse for 6 calendar months from the date of the first order date, and additional storage charges may apply for orders held after the stipulated 6 calendar months.
I have indicated a preferred date for my upcoming delivery. Can I choose a time for my delivery?
To ensure that all customers will be able to receive their purchases on a date of their choice, please allow our customer service officers to contact you via SMS 5 working days before your delivery to advise a delivery time window. As such, we seek your understanding that our sales staff are not able to commit any delivery timing at the point of your purchase.
Can I change my delivery date/time?
As delivery routes and timings are confirmed as early as two to three days in advance, please call our customer service hotline (6368 6793) at least four working days before your original delivery date should you require any changes to your delivery schedule. So that all customers may receive their purchases on the date of their choice, ScanKomfort reserves the right to decline any last minute requests for change of delivery timings. Kindly note that during peak seasons, delivery timings may not be as flexible due to the high volume of deliveries.
Why is my delivery late?
Due to unforeseen circumstances such as traffic conditions, vehicle breakdowns, bad weather, or additional requests at another customer’s home, our delivery team may be slightly held up. Hang tight, and please bear with us. While our delivery teams are constantly striving for punctuality, we also hope for their safety on the roads.
I have an item from ScanKomfort; can you dismantle it and move it to another location?
Sorry, we do not provide such services.
Do you do disposal of mattresses?
Sorry, we do not provide such services. Please contact your Town Council, or private contractor for disposals.
One of my items needs to be repaired. Do you provide such services?
Yes, we do. Please note that depending on the validity of the warranty, charges for transport and servicing may be incurred. Please contact our customer service hotline at 6368 6793 to arrange an appointment. Please also be advised that our customer service hotline is only open during regular office hours. We seek your understanding that we only provide repair services for mattresses purchased from ScanKomfort or Scanteak.
PROMOTIONS AND EVENTS
1. I can’t view your Promotions page.
The promotion may have expired. If there is a product you are interested in, please feel free to contact any of our showrooms.
2. When is your next promotion?
Depending on the nature of the promotion, it may be announced any time between 1 day or a week in advance. To stay updated on promotions, you can like our Facebook page, or subscribe to our mailing list.
1. Who do I call for sales enquiries?
Please feel free to contact any of our showrooms.
2. How do I get in touch with Customer Service?
- Phone call - 6368 6793
- Whatsapp - 9125 2406
- Email - firstname.lastname@example.org
3. Who do I contact for marketing/media/HR enquiries?
Please use our contact form here.