SHIPPING AND RETURNS
We have Free Shipping to most of Australia, however some delivery exclusions apply in certain areas for bulky Items. Please check out the delivery time on each item in the description on the website with each product.
Please see below for exclusion zones.
**SHIPPING FEES now apply for W.A on orders above $250 For orders under $250 the Free Shipping will still apply. Please Note - Extra shipping fees apply for remote areas listed below. Please contact us if you are in the shipping exclusion zone for a shipping quote.
Item that weighs 22 kg or less will be dispatched with eParcel that is Australia Post’s Internet enabled freight system.
Each parcel will carry a barcoded address label and you will be able to view the location of
your item at various points in the delivery process via Australia Post’s online tracking tool.
When your order is dispatched, you will be given a consignment number.
You can use the number to track your order at the Australia Post Site
The below table is for your reference to Australia Post’s expected delivery time.
|Service||Posted for delivery||Delivery by (business day after posting)|
|Regular parcel||Within metropolitan areas of capital cities,
or within the same city or town or environs
|Between a metropolitan area of a capital city and
|Between country locations||4-5 days|
|Service||Posted for delivery||Delivery by (business day after posting)|
|Regular parcel||Between Melbourne / Sydney;
Melbourne / Canberra;
Melbourne / Adelaide
|Melbourne / Brisbane;
Melbourne / Tasmania;
(between metropolitan areas)
|To other interstate locations||Please ask at your local|
For item that weighs below 22kg with a lower cost than eParcel, the item will be dispatched with Fastway. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched. Fastway provides reliable courier distribution service across Australia. Their comprehensive fleet and professional team will ensure items delivered safely to your door.
Parcels dispatched with Fastway are collected from our premises on a daily basis. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Fastway Website.
A non- PO Box address is required for Fastway’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.
In the unlikely event that your parcel is returned to us, our customer service representative will contact you.Inaccurate address
If there are any address discrepancies with your order the product is returned us, a customer care team
member will be in touch.A re-delivery cost will occur for any products that are returned to us.
If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick
up your parcel in your local Post Office. If your item is delivered by Fastway or Allied Express, arrangement will be made in advance to ensure
your item to arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.
If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent.
The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various
reasons. If you do not receive your item within 10 business days, please contact our customer service team.
Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.
FREE SHIPPING EXCLUDES W.A & QLD AS WELL AS THE FOLLOWING EXCLUSION ZONES - Please get in contact for a quote to your area if your postcode is listed below.
Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details.
Please see Below for areas in which we can NOT deliver to -
|WA||6740||PRINCE REGENT RIVER|
ORDER CANCELLATIONS -
Please be advised, once your order has been placed, we work hard to process your order quickly to ensure a speedy dispatch.
If you wish to cancel your order or layby and it has NOT YET been processed we are happy to do so and a refund will be issued less our 6.8% admin fee of the total order amount. Please contact us if you wish to cancel your order or layby. If however your order has already been processed, we will not be able to provide a refund for you.
We will exchange any faulty / Damaged Item/s or parts, within a reasonable time frame (14 days) from delivery. Please see manufacturers warranty for other exchanges. All of our Mattresses have a 12 month warranty against manufacturer fault for your peace of mind.
We do not however accept return of the following Items,
Bedding including mattresses. Please choose carefully. We will not be able to exchange this Item unless it comes under "Faulty Product" and will be covered in our manufacturer's warranty.
Normal Wear Not Covered
Mattresses are discarded for a variety of reasons, but the main reason not surprisingly is usually related to a loss of comfort and support that occurs through normal wear.
As is true for virtually all product warranties, normal wear is not covered under mattress warranties; only faulty workmanship / materials as defined by the manufacturer are covered. These defects are problems that can be objectively measured or observed, such as sagging depth. Problems not objectively measurable or clearly observable, such as excessive softening or loss of support, are not commonly covered under warranty.
If you feel your mattress is "Faulty" under our warranty conditions, please forward a photo with the ruler / or other to show the fault as well as a 20 second short video to support your claim. We will then forward your email to the manufacturer for assessment. If the manufacturer agrees to a evident fault, we will replace the mattress, refund or part refund depending on the fault / assessment/ claim. If the manufacturer has no reason to support your claim, and you still wish for it to be assessed, you will be asked to return the mattress (at your own cost) to have it Investigated. The cost is $115. (This includes pick up of the mattress). Upon Investigation, if the mattress is not deemed faulty, the customer will be charged an additional $75 to have the mattress returned. If it comes back as being "Faulty" from Investigation then we will send out a replacement to you.
For all "Change of Mind" returns/ refunds (excluding all mattresses and bedding), Customer is liable for all shipping return costs by our assigned courier and any warehouse re-stock fee applicable to the product as well as a 6.8% admin fee. For more Information or to apply for a return/ refund please contact us.
If you receive your goods with broken parts or missing pieces and in otherwise good / undamaged condition, we will ask for an outlined description of the part in question and will replace these at no cost to you. If you would prefer a refund instead please refer to our "change of mind" policy above.