Frequently quacked questions


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See our latest COVID-19 update here.

100 night guarantee


All of our mattresses, pillows and sheets come with a 100 night guarantee. The 100 nights start once the item has been delivered. If you find that the mattress firmness isn’t right for you, we can coordinate a change of firmness free of charge. If you don’t love our mattress, pillow or sheets during the 100 nights, let us know within that period, and you can return it to receive a refund of the purchase price. We cover any expenses involved in the return.

Are there any terms & conditions?

There will be a 3 week adjustment period when you get your new mattress. It takes time for your body to adjust to a new sleeping surface, and for the mattress to adjust to your body's natural contours. This is why you need to try the mattress for at least 3 weeks before you make any firmness adjustments or start the returns process.

The dimensions are important when buying a mattress so please measure your bed frame to ensure the mattress fits (take note of the mattress' width, length and height). If you bought the wrong size and you've unpacked the mattress, you have the option to exchange it for a different size. You'll only have to pay the price difference.

Please note there is one mattress return per household under the 100 night guarantee.

Product exclusions

Please note the Bed Base, Bed Frame and Dog Bed are not included in the 100 night guarantee.

These items can be returned for a refund within 14 days of receipt, if the product is unopened and packaging remains intact.

How does a firmness swap work?

We've re-engineered the traditional mattress to make it modular. The level of firmness can be easily changed by swapping a single layer of foam. If you decide you need a firmness change, email us at or call 1800 667 196. We'll send out your new foam layer.

What do the different foam colours mean?

All our foams come in different colours so that you can tell the difference between them. You can see the colours here.

How does the returns process work?

We understand that the mattress won’t be right for everybody, so if the mattress isn’t right for you please contact us. We will coordinate the collection of your mattress working with one of our charity partners or recycling teams*.

If there are any costs involved with the return, Sleeping Duck will cover them.

The refund will be processed once we’ve received confirmation that the mattress has been collected. You will receive an email notifying you of the refund (please note that all refunds will be processed through the original payment method).

*If you live in a remote area, we may ask that you donate the mattress directly to a local charity.

What happens to returned mattresses and comfort layers?

Most returned mattresses and comfort layers are donated to charity. Where this isn't possible, returned products are professionally recycled (e.g. foams in the mattresses are typically recycled into carpet underlay).

We will never re-sell or send out a returned product.

Delivery service

If in stock, items are usually dispatched from our Melbourne or Sydney warehouse within 1-2 business days. Deliveries take place Monday to Friday between 8am and 6pm.

You will receive a confirmation email once your order has been placed. Once your order has been dispatched from our warehouse you will receive an email with delivery information.

The courier will attempt to make delivery once your order reaches your area. If someone is not home to accept delivery, the courier will leave a card to notify you of the missed delivery. You can then contact the courier to organise delivery for a day which suits you.

Please note couriers are not allowed to enter your residence for OH&S reasons, so delivery will only be made to the front door (or bottom floor if you live in a multi-level building).

What are the estimated delivery times?
  • Melbourne; Sydney - Within 5 business days.
  • Greater Victoria; Greater NSW - Within 7 business days.
  • Canberra; Adelaide - Within 5 business days.
  • Brisbane - Within 6 business days.
  • Perth; Fremantle; Hobart; Launceston - Within 10 business days.

If the delivery is outside these locations, please allow up to 14 business days.

What are the delivery costs?

Delivery is free to all areas we ship to.

Can the courier call me before delivery?

The couriers aren't able to call before delivery or to provide a delivery time. The courier will leave a card if you miss the delivery, you can then call the courier company and arrange a free re-delivery on a day that suits you.

What can I do if someone can’t stay at home the whole day?

If it is safe to do so, you can provide authority for the courier to leave your items in a secure and dry area like around the back of your house, on a veranda or in a garage. If you wish to add these instructions to your delivery please email with your order number and instructions within 24 hours of purchase.

Alternatively, delivery can be made to a neighbour, family member or work address. You can also collect your items from the courier’s local depot.

What does “contactless delivery” mean?
  • In line with World Health Organization recommendations, there should be no direct contact between drivers and customers.
  • Products will still be delivered to your front door.
  • Drivers will still knock on your door or ring your doorbell to alert you they have arrived. They will still ask for and record the recipient’s name.
  • Drivers may take photos of the delivered products rather than obtain a signature from you.
  • Drivers may wear face masks at their discretion.


Mattress in a box

Our mattresses are packaged using vacuum compression technology. This technology compresses the mattress to about one fifth of its thickness. As our mattresses are all made using individual pocket springs, the mattresses are then able to be rolled up without affecting quality. Once opened the mattress will return to its original size and shape within 72 hours of unpacking.

Does vacuum compression affect the mattress quality?

Absolutely not. All mattresses in our product photos were once vacuum sealed. We stand by our products and provide a 10 year warranty and money back guarantee so that you can shop risk free.

I bought a half-half. Which half of my mattress is medium, and which half is firm?

All our foams come in different colours so that you can tell the difference between them. You can unzip your mattress cover and see which half is medium and which half is firm. You can see the colours here.

10 year warranty

We provide a 10 year warranty for our mattress.

The warranty covers excessive body imprints only. In the general course of use, if you find the body imprint you have left on the mattress is larger than 30mm deep then we will assess it as a warranty case.

The warranty is void in the case of incorrect bed base use. Please see section about ‘what bases will void the warranty’ below.

The warranty does not cover:

  • Normal body impression. A mattress has a break in period where it will conform to your body's natural contours and weight. Essentially individualising itself to you. Up to and including 30mm is perfectly normal and is not covered under the warranty
  • Changes in firmness preference. If over the course of use you find you are not sleeping well due to a firmness or feel issue, this is not covered under the warranty
  • General wear and tear
  • Mattress handles and its surrounds that are ripped/ broken or damaged when handling mattress
  • Damage arising from shifting or moving the mattress. E.g. if you tear or rip any of the seams while rotating the mattress, changing the sheets or moving it in general.
  • Damage arising from abnormal use, or abuse
  • Odour (some of the materials used have a natural odour)
  • Sheet fit
  • Soiled mattresses
  • Minor manufacturing anomalies e.g. a small tear that can be fixed with minor hand sewing

Please note that Sleeping Duck reserves the right to fix or replace your product. If the product has been discontinued we reserve the right to offer you a refund or similar replacement.

See full terms and conditions here

Bed bases that will void your mattress warranty

The mattress must be used on a suitable bed base for the warranty to apply. Please see below the section - What base can I use with the Sleeping Duck mattress?

What do I do if I have a problem?

For all warranty related enquiries please call us on 1800 667 196 or email and we'll be happy to assess the situation and give you further instructions on how to proceed.

Will the mattress form indentations or impressions?

All Sleeping Duck mattresses include a comfort layer of hyper-adaptive foam. Due to the nature of this material you may find that body indentations will naturally occur. If you are finding that these indentations feel deeper than they should please refer to our warranty for guidance.

Weight tolerances

The Sleeping Duck has been tested, simulating 10 years of sleep of 2 people up to 140kg each.

How do I care for my Sleeping Duck?


Our bamboo topper can be spot cleaned (with warm soapy water, remembering to dry it out completely afterwards). If you find that the stains cannot be removed, or if it is damaged beyond repair, a new topper can be purchased separately. Please contact our customer service team if you have any questions.

Mattress rotation

While we all have our favourite sleeping position (and side of the bed), rotating your mattress is important. We recommend rotating your mattress once a month for the first 4-6 months, and then just a few times a year from then on.

Every Sleeping Duck has a modular design, so for ease of use the topper can be completely zipped off and the pieces underneath can be rotated at your discretion.

Bed bases

Is the bed frame or bed base included in the 100 night trial?

No, these products are not included in our 100 night trial. Since these are not comfort products, there isn't a standard of comfort that needs to be met. For further information about the trial, please see above.


Our bed frame and bed base come with a one year warranty which covers: faulty workmanship and damage from normal use. The warranty does not cover damage arising from abnormal use, or abuse - for example, incorrect assembly.

Weight tolerances

Our bed frame and bed base are designed for use with up to two people of up to 140kg each, plus the weight of a Sleeping Duck mattress.

What base can I use with the Sleeping Duck mattress?

Our mattress is designed to work on any firm flat surface.

Sprung bases, adjustable bed bases as well as any base that does not adequately support the mattress will void the Sleeping Duck warranty.

The mattress should be strongly supported in both the width and length directions.

Adequate support means the mattress should not sag, bow or bend under the weight of the individuals sleeping on it and the weight of the mattress itself.

You will need to ensure that there is grounded support for the mattress throughout the middle of the mattress and not just the edges so that the mattress is adequately supported.

If using a slatted base, please ensure that the distance between the slats is less than 8cm. The reason for this is that the pocket springs need support in order to function correctly. Gaps wider than 8cm will leave a significant number of springs unsupported and will affect both the feel and longevity of the mattress.