Help & Support

Customer Support Channels

Contact Us:

Email Support (24-48 hour response):

• General inquiries: support@wakeufresh.com

• Warranty claims: warranty@wakeufresh.com

• Returns & refunds: returns@wakeufresh.com

• Delivery issues: delivery@wakeufresh.com

• Payment problems: payment@wakeufresh.com

• Privacy concerns: privacy@wakeufresh.com

Telephone Support (Monday-Friday, 9 AM - 6 PM IST):

• Customer Service: 1-800-WAKEUFRESH

• Toll-free from any operator

• Have your order number ready

WhatsApp Support (24/7):

• Send message: +91-XXXXXXXXXX

• Response within 2-4 hours

• Share photos for delivery or damage issues

Live Chat (Website, 10 AM - 8 PM IST):

• Available on www.wakeufresh.com

• Real-time support from our team

• Click "Chat" button on any page

Social Media:

• Facebook: www.facebook.com/wakeufresh

• Instagram: www.instagram.com/wakeufresh

• Twitter: www.twitter.com/wakeufresh

• Direct message for support

Frequently Requested Help Topics

Account and Login Help

Q: I forgot my password. How do I reset it?

A: To reset your password:

1. Go to www.wakeufresh.com/login

2. Click "Forgot Password?"

3. Enter your email address

4. Click "Send Reset Link"

5. Check your email (including spam folder)

6. Click the reset link (valid for 24 hours)

7. Create a new password (minimum 8 characters)

8. Login with new password

If You Don't Receive Email:

• Check spam/junk folder

• Verify email address spelling

• Wait 5 minutes and retry

• Use an alternate email if registered

• Contact support@wakeufresh.com for manual reset

Q: How do I update my account information?

A: To update your account details:

1. Login to your Wakeufresh account

2. Click "My Profile" or "Account Settings"

3. Edit the following information:

• Name and contact details

• Email address

• Phone number

• Password

• Preferences

4. Click "Save Changes"

5. You'll receive confirmation email

Note: Some information may be restricted from changes (historical records).

Q: I want to delete my account. Can I do that?

A: To delete your Wakeufresh account:

1. Email: support@wakeufresh.com

2. Include: Account email, full name, reason for deletion

3. We verify your identity

4. Account deleted within 5 business days

5. Your data will be retained as required by law

Before Deletion, Consider:

• Active subscriptions will be cancelled

• You'll lose access to order history

• Warranty claims may be affected

• Loyalty rewards will be forfeited

Ordering and Purchase Help

Q: I want to track my order. Where can I find my tracking number?

A: To track your order:

Online:

• Visit www.wakeufresh.com/track

• Enter order number or email

• View real-time tracking updates

Email:

• Check order confirmation email

• Shipping confirmation contains tracking link

• Click link to view live tracking

Account:

• Login to your account

• Go to "My Orders"

• Click order to see tracking info

SMS/WhatsApp:

• Tracking link sent automatically

• Check messages from +91-XXXXXXXXXX

Phone:

• Call 1-800-WAKEUFRESH

• Provide order number

• Receive tracking information

Q: My order hasn't arrived within the estimated timeframe. What should I do?

A: If your order is late:

1. Check Tracking: Verify actual delivery date online

2. Contact Logistics: Call our support team with tracking number

3. File Complaint:

• Email: delivery@wakeufresh.com

• Include: Order number, tracking number, expected vs. actual date

4. Resolution Options:

• If over 15 days late: Eligibility for refund or replacement

• Emergency expedited shipping for critical delays

• Partial refund or discount on future order

Timeline for Response: 3 business days

Q: I need to change my delivery address. Can I do that?

A: Address changes depend on order status:

Before Shipment (Best Option):

• Contact support@wakeufresh.com immediately

• Include: Order number, new address

• Typically approved within 2 hours

• No additional charges

After Shipment:

• Contact delivery@wakeufresh.com

• Provide new address before delivery attempt

• Delivery driver may redirect (if possible)

• Additional delivery charges may apply

After Delivery:

• Arrange your own forwarding with courier

• Contact us for re-delivery options

• Charges will apply

Q: How can I cancel my order?

A: Order cancellation depends on order status:

If Not Yet Shipped:

1. Contact: support@wakeufresh.com

2. Include: Order number, reason for cancellation

3. We'll cancel within 2-4 hours

4. Refund processed within 7-10 business days

5. No cancellation fee

If Already Shipped:

• Cannot cancel, but can return using 100-night trial

• Initiate return within 100 days

• Free pickup and return

• Refund upon receipt and inspection

If Delivered:

• Use return process within 100 days

• Free pickup and refund

Payment and Billing Help

Q: I received an error during payment. Will I be charged?

A: Don't worry! Error charges are handled as follows:

1. Check Your Account:

• Wait 24 hours

• Check bank statement

• Look for duplicate charges

2. Contact Support:

• Email: payment@wakeufresh.com

• Include: Transaction ID, error message, amount

• Attach bank statement showing charge

3. We Investigate:

• Verify with payment processor

• Confirm if charge actually processed

• Check order status in our system

4. Resolution:

• If duplicate: Full refund within 3-5 business days

• If charge didn't process: Can retry payment

• If system error: We refund immediately

Q: Can I modify my payment method for an order already placed?

A: Payment method changes depend on payment status:

If Not Yet Processed:

• Contact support@wakeufresh.com within 1 hour

• Provide new payment details

• We can retry with new method

• No additional charges

If Payment Processed:

• Cannot change payment method

• Proceed with refund if needed

• Place new order with preferred payment method

For EMI Orders:

• Contact your bank for EMI modification

• Changes require bank approval

• Wakeufresh will not change processed EMI

Q: Is my payment information secure on Wakeufresh?

A: Yes! We use industry-standard security:

Security Features:

• SSL encryption for all transactions

• PCI-DSS compliant payment gateway

• Card details NOT stored on our servers

• 3D Secure authentication required

• Fraud detection systems

• Regular security audits

Your Protection:

• Your card details are never shared with us

• Payments processed through secure gateway

• You receive encrypted confirmation

• Most cards include buyer protection

Safe Practices:

• Never share your password or OTP

• Verify website URL (www.wakeufresh.com)

• Don't enter payment info on public WiFi

• Check account regularly for unauthorized charges

Delivery and Shipping Help

Q: What delivery options are available?

A: We offer several delivery options:

Select your preferred option at checkout.

Q: How do I prepare my home for mattress delivery?

A: Follow these preparation steps:

Before Delivery:

• Ensure someone 18+ is home

• Clear pathways to bedroom (minimum 4ft width)

• Remove obstacles from stairways

• Have flat, clean space ready for mattress

• Notify building security of delivery

During Delivery:

• Verify mattress size and model

• Check for visible damage

• Have delivery person place mattress in room

• Keep packaging materials for warranty proof

• Sign delivery confirmation

After Delivery:

• Allow 48-72 hours for mattress expansion

• Remove all plastic and packaging

• Don't remove the mattress label (warranty proof)

• Take photos for warranty registration

• Break in mattress over next 2 weeks

Q: My mattress arrived damaged. What are my options?

A: If your mattress arrives damaged:

Immediate Steps:

1. Take clear photos of damage and packaging

2. Document damage on delivery receipt

3. Contact support@wakeufresh.com or call 1-800-WAKEUFRESH

4. Do this WITHIN 24 HOURS of delivery

Information Needed:

• Order number

• Delivery date and time

• Clear photos of damage

• Description of damage

Resolution:

• Damage verified within 24 hours

• Immediate replacement arranged

• Or full refund if replacement not acceptable

• Free pickup of damaged mattress

• Replacement delivered within 5-7 days

• No additional charges

Returns and Refunds Help

Q: How do I start a return?

A: To initiate a return within 100 days:

1. Contact Us:

• Email: returns@wakeufresh.com

• Phone: 1-800-WAKEUFRESH

• Online: www.wakeufresh.com/returns

• WhatsApp: +91-XXXXXXXXXX

2. Provide Information:

• Order number

• Reason for return

• Current mattress condition

• Preferred contact method

3. Confirmation:

• We confirm eligibility (usually within 2-4 hours)

• Arrange convenient pickup time

• Receive pickup confirmation via SMS/email

4. Pickup:

• Driver arrives on scheduled date

• Inspect mattress condition

• Provide receipt for return

• Mattress removed from home

5. Refund:

• Mattress inspected at facility (3-5 days)

• Refund initiated upon approval

• Funds credited to original payment method (5-7 days)

• Confirmation email sent

Q: What if my mattress doesn't meet the return condition requirements?

A: If your mattress has stains, damage, or is in poor condition:

Potential Issues:

• Large stains or permanent marks

• Tears, holes, or seams separation

• Bad odors or persistent smells

• Evidence of misuse or damage

• Heavy soiling or discoloration

Options:

1. Partial Refund: We may offer partial refund (minus cleaning/repair costs)

2. Warranty Claim: If it's a manufacturing defect, file warranty claim instead

3. Negotiation: Contact our team to discuss specific situation

4. Cleaning Before Return: Clean mattress thoroughly before pickup

What's Acceptable:

• Minor wear and surface marks

• Normal body impressions

• Light discoloration from regular use

• Small stains from body moisture (if minor)

Contact our team for specific condition assessment: support@wakeufresh.com

Q: How long does the refund process take?

A: Typical refund timeline:

1. Return Initiation: Day 1 (once approved)

2. Pickup: Days 2-3

3. Return Receipt: Day 4-5

4. Inspection: Days 5-9

5. Refund Processing: Days 10-11

6. Bank Transfer: Days 12-18

Total: Approximately 2-3 weeks from return approval

Tracking Refund:

• You'll receive SMS/email at each stage

• Check bank account for deposit

• Refund shows in account as "Wakeufresh Refund"

• Contact support if refund missing after 15 days

Warranty and Support Help

Q: How do I register my mattress warranty?

A: Warranty registration must be done within 20 days of delivery:

Online Registration:

1. Visit www.wakeufresh.com/warranty-register

2. Enter order number and email

3. Upload photos of mattress and invoice

4. Submit form

5. Instant confirmation

Email Registration:

1. Email: warranty@wakeufresh.com

2. Include: Order number, photos, delivery date

3. Confirmation within 24 hours

Phone Registration:

1. Call: 1-800-WAKEUFRESH

2. Provide: Customer name, order number, delivery date

3. Receive: Instant confirmation

Benefits of Registration:

• Faster warranty claims processing

• Proof of purchase on record

• Warranty card issued

• Exclusive member benefits

• Easy future claim filing

Q: How do I file a warranty claim?

A: To file a warranty claim:

1. Document Issue:

• Take clear photos showing defect

• Note when you discovered the issue

• Gather invoice and warranty card

2. Contact Warranty Team:

• Email: warranty@wakeufresh.com

• Phone: 1-800-WAKEUFRESH

• Online: www.wakeufresh.com/warranty-claim

3. Submit Claim:

• Order number

• Photos of defect (multiple angles)

• Description of issue

• Date you received mattress

• Contact information

4. Claim Review: (1-3 business days)

• Our team reviews submission

• May request additional photos/info

• Communicates next steps

5. Inspection: (3-7 business days)

• If needed, technician inspects mattress at home

• Takes photos and measurements

• Provides assessment report

6. Decision: (1-2 business days)

• Claim approved or denied

• You receive decision via email

7. Resolution: (if approved)

• Replacement mattress arranged

• Free pickup of old mattress

• New mattress delivered (5-7 days)

Q: What's the difference between warranty claim and return?

A: Key differences:

Choose based on your situation:

• Mattress has defect → Warranty claim

• Unhappy with mattress → Return

• In warranty period with defect → Warranty claim

• Within 100 nights and want refund → Return

General Support Help

Q: How do I contact customer support?

A: Multiple support channels available:

Email: (24-48 hour response)

• support@wakeufresh.com (general)

• warranty@wakeufresh.com (warranty)

• returns@wakeufresh.com (returns)

• delivery@wakeufresh.com (delivery)

• payment@wakeufresh.com (payment)

Phone: (Mon-Fri, 9 AM - 6 PM)

• 1-800-WAKEUFRESH

WhatsApp: (24/7, 2-4 hour response)

• +91-XXXXXXXXXX

Live Chat: (10 AM - 8 PM)

• www.wakeufresh.com (click Chat)

Social Media: (24 hours)

• Facebook: facebook.com/wakeufresh

• Instagram: instagram.com/wakeufresh

• Twitter: twitter.com/wakeufresh

Mailing Address:
Wakeufresh Customer Support
Miraj, Maharashtra, India

Q: What's your customer service response time?

A: Response times by channel:

Peak Hours: Response times may be longer during 2-5 PM IST

Q: Can I request a specific support agent or representative?

A: Our support team is rotated for efficiency, but:

• You can include preferences in contact message

• Specific needs may be assigned to specialized team

• Complex cases assigned to senior representatives

• You may request follow-up from same agent for continuity

Email your preference: support@wakeufresh.com

Feedback and Suggestions

We'd Love Your Input!

Your feedback helps us improve. Share your thoughts:

Survey:

• Post-purchase survey via email

• Rate your experience (1-5 stars)

• Written feedback section

• Takes 2-3 minutes

Review:

• Product reviews on website

• Ratings on marketplaces (Amazon, etc.)

• Google reviews

• Third-party review sites

Direct Feedback:

• Email: feedback@wakeufresh.com

• Phone: 1-800-WAKEUFRESH extension 5

• Online form: www.wakeufresh.com/feedback

Social Media:

• Comment on posts

• Direct message

• Tag @wakeufresh

• Use #WakeufreshReview

Your Rewards:

• Feedback survey prize: Monthly ₹500 voucher drawing

• Detailed reviews: 5% discount code

• Constructive suggestions: Feature consideration + recognition

• Quality testimonials: Referral rewards

Additional Resources

Blog Articles:
Visit www.wakeufresh.com/blog for tips:

• Sleep science and research

• Mattress buying guides

• Sleep improvement tips

• Product care instructions

• Customer success stories

Video Tutorials:
YouTube channel: youtube.com/wakeufreshofficial

• Unboxing and setup

• Mattress care videos

• Sleep position guides

• Product demonstrations

Sleep Assessment Tool:
Free assessment: www.wakeufresh.com/sleep-assessment

• Identify ideal mattress type

• Answer sleep questions

• Get personalized recommendations

• Special offers for assessment completers

Community Forum:
Join our online community: www.wakeufresh.com/community

• Connect with other customers

• Share experiences

• Ask questions

• Read success stories

Business Hours

Customer Support:

• Monday - Friday: 9:00 AM - 6:00 PM IST

• Saturday: 10:00 AM - 4:00 PM IST

• Sunday: Closed

• Holidays: Closed

WhatsApp & Social Media:

• 24/7 available

• Response within 2-4 hours (average)

Urgent Issues Outside Hours:

• Email support@wakeufresh.com (will respond first thing)

• Emergency line available for damage/delivery issues

• Auto-reply received with support ticket number

QUICK REFERENCE SUMMARY

Key Policies At A Glance

CONTACTING WAKEUFRESH

Corporate Address:
Wakeufresh
Miraj, Maharashtra, India

Email Support:

• General: support@wakeufresh.com

• Warranty: warranty@wakeufresh.com

• Returns: returns@wakeufresh.com

• Delivery: delivery@wakeufresh.com

• Payment: payment@wakeufresh.com

• Privacy: privacy@wakeufresh.com

• Feedback: feedback@wakeufresh.com

Phone Support:

• Customer Service: 1-800-WAKEUFRESH

• Monday-Friday: 9 AM - 6 PM IST

• Saturday: 10 AM - 4 PM IST

WhatsApp Support:

• +91-XXXXXXXXXX (24/7)

• Response: 2-4 hours average

Live Chat:

• www.wakeufresh.com (click Chat)

• 10 AM - 8 PM IST daily

Social Media:

• Facebook: facebook.com/wakeufresh

• Instagram: instagram.com/wakeufresh

• Twitter: twitter.com/wakeufresh

Last Updated: November 2025
Version: 1.0