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FAQ

POPULAR QUESTIONS

We understand it can take time to adjust to a new mattress that is why at Naptime we offer a 100-night comfort guarantee. If you’re not completely satisfied within 100 nights, you may return your mattress for any reason.

All good things take time! To be eligible for a return, you must sleep on your Naptime mattress for a minimum of 14 nights. It can take anywhere between 2-4 weeks for your body to adjust to a new mattress. If you are not completely satisfied just contact us within 100 nights of delivery to initiate a return.

We never resell a used mattress! Your original mattress will likely be donated to our nominated charity to help those in need. We are confident you will know within 100 days whether this mattress is right for you.

By offering a 100-night guarantee to our customers also enables us to donate the mattress to a charity. The less time a person has to soil the mattress the better the mattress will be for those really in need. This is a win-win for you and the charity and who doesn’t love winners?!

We strive to make the returns process as easy as possible by providing free pick-ups Australia-wide*. Once you contact us, we will organise a pick-up from one of our partner charities.

Collections may take up to 14 business days and will occur during business hours. However, there are some areas that they may not reach. For areas outside of metro and regional cities where our partner charities may not reach, we will help you contact other local charities that may pick up from your area.

If all avenues have been exhausted, we may ask for your help to deliver to your nearest charity. Once you send in your donation receipt, we will issue your full refund. Please note that, in all cases, the original receipt showing proof of purchase is required.

Any mattress that has mould, dirt, stains, smells, or bed bug infestations resulting from poor mattress care are no longer eligible for a mattress return or replacement. It is at the discretion of the charity if they will accept the mattress or not. If they do not accept the mattress collection no refund will be issued.

This policy is limited to one (1) mattress to be returned per household. Please contact us directly no later than 100 nights after delivery of your mattress. Please note: All refunds will be completed once the nominated charity has collected the following mattress. The 100-night trial is also limited to the mattresses only – the base, topper and protector are not included. 

We are pleased to say you can sleep on your new mattress within the hour of opening. Whilst it can be slept on upon receiving your mattress in-a-box, for the full height to be achieved please allow your mattress 7-10 days. This is only due to its compression technology as it will improve and rebound from the air expanding the materials throughout this period. Like for example: Starting it's life rolled and compressed adds cool elements to the process, but serious compression creases will be gone over time leaving you ready for Lights Out. Zzz

Your Naptime Mattress is covered by a trusted 15 Year Warranty. Our mattresses are built to last, and we proudly stand by this unbeatable warranty as proof of our confidence in the product. This limited mattress warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

This warranty covers the following defects:

A visible indentation or sag greater than 20mm in the foam material. This refers to an indentation that is visible when no weight is applied to the top of the Product. Please note that “normal wear” assumes and requires that your mattress is continuously supported by a proper foundation sufficient to support the distributed weight of your body and the mattress itself. Any physical flaw in the foam material that causes it to split or crack

The limited warranty does not include the following:

Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains; provided, that the defect is caused by such abuse or damage. Please note the warranties for the base, topper and protector differ slightly.

Warrantor

Naptime HQ
2/471 Adelaide St, Brisbane City QLD 4000 

support@naptime.com.au

 

ABOUT NAPTIME

Driven by the belief that everyone deserves the perfect sleep. Naptime is a 100% Australian owned and operated sleep store. We are a proud supporter and manufacture certified Australian Made products. The Naptime Mattress is a high quality, high-performance product made from premium materials such as i-core base foam, i-9 latex and hybrid memory foam to bring you cloud-like comfort for your Naptime. Discover the Naptime difference today.

Wake up to a better night's sleep by purchasing directly from the makers! You will receive the highest level of service and ultimately the best bang for your buck when it comes to sleep products sold and delivered right here in Australia. Made by Australian's for Australia.

The Naptime Mattress contains multiple unique layers of technologically advanced materials. 1. i-core base foam 2. Premium i-9 Latex 3. Cool-gel memory foam. Our new hybrid Naptime 2.0 is our 5 Zone "independent" Pocketed Coil version that consists of micro 2.0 coils. The mattress is then finished off with superior Eco-knit Tencel fabric. 

Single - W92cm x L188cm x D27.2cm

King Single - W107cm x L203cm x D27.2cm

Double - W137cm x L188cm x D27.2cm

Queen - W153cm x L203cm x D27.2cm

King - W183cm x L203cm x D27.2cm

 

RETURNS & EXCHANGES

If you decide that your Naptime Mattress isn’t quite right for you within 100 nights, you have the option to return it.

To return an item please get in touch at support@naptime.com.au. If you don’t love your new Naptime, simply return it for a full refund.

What if I get a faulty product?

If within the 100-night trial you aren't completely satisfied or you receive a fault with your mattress we happily offer an exchange or refund.
You'll need to get in touch, complete an online form and we'll then pass your details onto a local charity who will contact you directly to organise pick up. After the pickup is confirmed, we'll refund your money.

Please note: If our nominated charity is cancelled by a customer or the mattress is not returned to us during this period the refund will not be completed.

We only ask that you give the mattress a minimum of 14 nights before making a decision of returning, as it does take the body a few weeks to adjust to a new mattress.

If you are interested in exchanging a product, please get in touch and let us know at support@naptime.com.au. Please note that the 100-night offer only applies to the mattress – the base, topper and protector are not included.

No, you do not need to keep any of the packagings. 

If within the 100-night trial you aren't completely satisfied or you receive a fault with your mattress we happily offer an exchange or refund.
You'll need to get in touch, complete an online form and we'll then pass your details onto a local charity who will contact you directly to organise pick up. After the pickup is confirmed, we'll refund your money.
Please note: If our nominated charity is cancelled by a customer or the mattress is not returned to us during this period the refund will not be completed.
We only ask that you give the mattress a minimum of 14 nights before making a decision of returning, as it does take the body a few weeks to adjust to a new mattress. do not need to keep any of the packagings. 

 

ORDERS & SHIPPING

Shipping is FREE and we deliver to most areas of Australia.

Aus-wide Metro

We are proud to offer same/next day dispatch totally FREE! Yep, free! on all Naptime orders. Under normal circumstances, delivery times average within 1-7 business days*. Order your Naptime Mattress before 3 pm on a weekday and it will dispatch our warehouse the very same day. No need to worry about missing our drivers or waiting around, we have authority to leave on all items and will send you live tracking information via email. For more information please contact us. 

Aus-wide non-metro

For those dreamers outside of metro areas, delivery is also completely FREE. Delivery times are usually average 4-12 business days*. We use an express overnight service nationally to deliver our Naptime products and don’t worry, you too will receive tracking information so you can track the journey of your order. For more information please contact us. 

Outside area's

Please contact us for far rural or area's outside standard delivery zones. We handle every enquiry/sale with the highest priority to make sure we see no delays.   

Unfortunately, we are not yet able to offer a service to help you set up your Naptime mattress. But you shouldn’t need it! It’s simple! Unbox, unpack and watch it expand. 

Mattress Box Sizes

  1. Single - W32cm x W32cm x L97cm
  2. King Single - W32cm x W32cm x L112cm
  3. Double - W32cm x W32cm x L142cm
  4. Queen - W32cm x W32cm x L158cm
  5. King - W32cm x W32cm x L188cm

Base Box Sizes

  1. Single – W33cm x W28cm x L181cm
  2. King Single - W38cm x W30cm x L196cm
  3. Double - W38cm x W30cm x L181cm
  4. Queen - W38cm x W30cm x L196cm
  5. King - W38cm x W36cm x L196cm

Aus-wide Metro

We are proud to offer same/next day dispatch totally FREE! Yep, free! on all Naptime orders. Delivery times are usually within 1-7 business days. Order your Naptime Mattress before 2 pm on a weekday and it will dispatch the very same day. No need to worry about missing our drivers or waiting around, we have authority to leave on all items and will send you live tracking information via email. 

Aus-wide non-metro

For those dreamers outside of metro areas, delivery is also completely FREE. Delivery times are usually within 4-12 business days. We use an express overnight service nationally to deliver our Naptime products and don’t worry, you too will receive tracking information so you can track the journey of your order.

Please note: During peak season (November - January) deliveries may be delayed. 

Your purchase comes in a printed carton/package which we'll deliver to your front door.

Unfortunately no, our third party couriers are only able to deliver weekdays 9-5pm. However, they will leave the item if you are not home!

If within the 100 night trial you aren't completely satisfied with your mattress we do offer a return and refund.

You'll need to get in touch, complete an online form and we'll then pass your details onto a local charity who will contact you directly to organise pickup. After the pickup is confirmed, we'll refund your money.

We only ask that you give the mattress a minimum of 14 nights before making a decision of returning, as it does take the body a few weeks to adjust to a new mattress.

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