FAQ

We understand it can take time to adjust to a new mattress that is why at Naptime we offer a 30-night guarantee. If you’re not completely satisfied within 30 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 30 night's 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 30 days whether this mattress is right for you.

By offering a 30-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, you will have to contact other local charities that may pick up from your area.

If all avenues have been exhausted, you will have to take your mattress to a local 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 30 night's after delivery of your mattress. Please note: All refunds will be completed once the nominated charity has collected the following mattress. The 30-night trial is also limited to the Naptime 2.0 mattress only – the base, topper and protector are not included.  

COVID Lockdown - Please note, if your state is taken into a lockdown our partnered charity, The Salvation Army will NOT be collecting mattresses until the lockdown is over. 

We are pleased to say you can sleep on your new mattress within 3 hours 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 7-14 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 its 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 too, 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

Driven by the belief that everyone deserves the perfect sleep. Naptime is a 100% Australian owned and operated sleep store. 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. Designed by Australian's for Australia.

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

Single - W92cm x L188cm x D26.5cm

King Single - W107cm x L203cm x D26.5cm

Double - W137cm x L188cm x D26.5cm

Queen - W153cm x L203cm x D26.5cm

King - W183cm x L203cm x D26.5cm

If you decide that your Naptime Mattress isn’t quite right for you within 30 night's, you have the option to return it.

To return an item please get in touch at support@naptime.com.au. For products (excluding, clearance and sale products, products sold as seconds, floor stock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product) that have been dispatched, in addition to the rights granted by applicable statute (including the Australian Consumer Law), if you change your mind you may return the product (at your cost and at your arrangement) within 7 days of the date received provided that the product is returned in its original condition, is in its original unopened and sealed packaging, and is accompanied by emailed proof of purchase (the sales receipt or another acceptable form of proof of purchase). The customer remains responsible for returning the items to our warehouse where it will be inspected. Once your item has been inspected we will then be able to process a refund of your purchase price.

What if I get a faulty product?

If within the 30-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.

This policy is limited to one (1) mattress to be returned per household. Please contact us directly no later than 30 nights after delivery of your mattress. Please note: All refunds will be completed once the nominated charity has collected the following mattress. The 30-night trial is also limited to the Naptime 2.0 mattress only – the base, topper and protector are not included.

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 30-night offer only applies to the mattress – the base, topper and protector are not included. 

For products (excluding, clearance and sale products,  products sold as seconds, floor stock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product) that have been dispatched, in addition to the rights granted by applicable statute (including the Australian Consumer Law), if you change your mind you may return the product (at your cost and at your arrangement) within 7 days of the date received provided that the product is returned in its original condition, is in its original unopened and sealed packaging, and is accompanied by emailed proof of purchase (the sales receipt or another acceptable form of proof of purchase). The customer remains responsible for returning the items to our warehouse where it will be inspected. Once your item has been inspected we will then be able to process a refund of your purchase price.

No, you do not need to keep any of the packagings if you are returning the mattress under our 30-night trial. However, if you change your mind on our Bed Base or Topper these will have to be in their original packaging for a return. 

ORDERS & SHIPPING

For a limited time enjoy FREE* Metro Delivery within metro areas of QLD, NSW and VIC (excludes regional areas and surrounding islands).

For our dreamers in WA, SA, NT and TAS we offer a low cost delivery fee of $120 at checkout within the metro areas of each state. 

We are proud to offer same/next day dispatch on all in stock items. Under normal circumstances, delivery times average within 1-14 business days depending on your location. No need to worry about missing our drivers or waiting around, we have authority to leave on all items and will send you tracking information via email. 

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

Our "Free Delivery Promotion" is for Metropolitan areas only within QLD, VIC and NSW and is valued up to the sum of $100. All regional areas or other delivery orders that incur $100 or more will be contacted via email to inform of your options for the delivery of your item/s. 

We use third party courier services nationally to deliver our Naptime products, don’t worry, you will receive tracking information so you can track the journey of your order.

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, please contact us for a delivery quote. Delivery times are usually average 4-12 business days*. We use a third party courier service nationally to deliver our Naptime products so don’t worry, you will receive tracking information so you can track the journey of your order. For more information please contact us.

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 30 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.