F.A.Q.
Learn everything about Lost Horizon and the most frequently asked questions.
The Basics on Us
Basic questions about Lost Horizon
Lost Horizon is the brand that represents a group of active outdoor adventurers. We find ourselves often traveling together, wandering rough terrain, scaling mountains, going for long trips and barbequeing while celebrating the grand outdoors and exploring the unknown.
We then set forth to create a brand that focuses on providing others with quality outdoor gear that you can rely on by making use of high-quality material to ensure you will never have to doubt the quality of Lost Horizon gear.
Shop Pay is an accelerated checkout that lets customers save their email address, credit card, and shipping and billing information. This can save your customers time when they check out, especially if they've already opted in to Shop Pay on any Shopify store.
Shop Pay Installments is a payment option you can find at checkout that allows customers to pay for orders between 50 USD and 3,000 USD in 4 interest-free installments.
As we are only at the beginning of our journey, we have not yet established our physical store. We are actively looking for cooperations and partnerships, so feel free to contact us via our Corporate Inquiry Page, and who knows where our journey will take us
Yes, your purchase is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
Yes, we do. Please see our Corporate Inquiry Page to get in touch with our outdoor experts
Payment, Shipping & Returns
Info on Payments, Logistics and Quality Assurances
Order Placement: Please allow for a day of order processing, then;
Free Shipping: Your order is expected to reach the stipulated delivery address in a time frame of 6 to 14 working days.
Expedited Shipping: Your order is expected to reach the stipulated delivery address in a time frame of 3 to 5 working days.
Please be advised that instances of force majeure, such as natural catastrophes or public holiday traffic peaks, may induce a postponement of your order deliveries
At checkout, there is a designated coupon / discount code box, copy the code you have been provided into this box and press the "Submit" button. This will trigger the discount to automatically apply to your cart items.
We accept all major credit cards, Google Pay, Apple Pay, and Shop Pay.
After your order has been processed and shipped out, you will receive an email from us with tracking ID to keep track of your parcel.
To some extent, yes you can. When checking out, please fill in the "Note Box" with your expected delivery date and we will schedule it accordingly.
Lost Horizon has stock located in warehouses with both Amazon an our own warehousing solutions. Based on the shipping address, stock availability and available staff, Lost Horizon will, at it's discretion choose any available carrier to deliver your order to the intended shipping address
Yes, you can. In the event of a cancellation, we would like to advise you to reach out to our Customer Service Team as soon as possible.
In the event that your item has already shipped out, you may be liable to processing fees as well as shipping and handling fees.
Yes, you can. In the event of of a need for address change, please reach out to our Customer Service Team, they will assist you with changing your address.
Payment, Shipping & Returns
Info on Payments, Logistics and Quality Assurances
Products
Frequent questions about our Products
Our mattresses are made in China.
Our mattresses are made from a primary layer which consists of the three materials:
Upper layer: 30D Stretch Fabric
Bottom layer: 75D Polyester Pongee (Pommel)
Filling: 19 layer solid foam
No it is not. You can make use of the outer bag to inflate your air mattress or purchase our 3-in-1 Portable Air Pump for Airsoft Mattress to inflate your mattress.
Yes, our mattresses are waterproof. However, it is recommended to avoid prolonged immersion in water.
Please ensure the valve of the mattress is set to the correct position before inflation / deflation. If that does not work, please reach out to us via Live Chat or email
We do not recommend inflating your Lost Horizon mattress with any other device.
Yes, it is. Additionally, we tested the 3-in-1 Portable Air Pump for Airsoft Mattresses to be able to inflate the mattress up to 8 times per single charge.
When deflated fully, the thickness is approximately 1.5 inch thick.
User Manuals
Get the latest copy of our Product Manual
Press / Click here to download our Airsoft Mattress User Manual
Press / Click here to download our Tesla Airsoft Mattress User Manual
Press / Click here to download our Portable Mattress Pump User Manual
User Manuals
Get the latest copy of our Product Manual
After Sales
Inquiries after you started using our Products
After you have received your product, please register your item(s) with us on our Warranty Registration Page.
In case you found that your item was broken on delivery, please contact our Customer Service Team whom will be happy to assist you to replace the item
Unfortunately, our service for orders placed on Amazon is very limited. In this case, we would like you to go through the process with Amazon Customer Support.