Frequently Asked Questions (Content)

Order & Shipping

 

What sizes are available?

See size chart (thickness will vary depending on model of mattress) Mattress Crafters does not offer custom sizing or non standard caravan mattresses.

 Mattress Sizes Dimension
Single 92x188cm
King Single 107x204cm
Double 138x188cm
Queen 153x204cm
King 183x204cm

 

Do mattresses have a warranty?

A longer than industry standard 15-year full guarantee comes as standard on Mattress Crafter mattresses against manufacturing faults.

 

Can I use financing?

Yes, we offer interest-free finance terms to approved purchasers. See Buy Now, Pay Later options in payment terms.

 

Can I see your product in-store?

Our mattresses are delivered free to your home, often at more than half the price of equivalent mattresses from traditional retailers or competitor online stores. This manufacturer direct pricing means you cannot try our mattresses in-store. Rest assured, our mattresses will deliver far better quality, comfort and support to similar priced competitors products.

 

Do you offer discount on bulk orders?

Our prices are already the best value in Australia- Manufacturer direct, with free delivery. For minimum quantity orders 10 pieces plus single drop contact info@mattresscrafters.com.au for a special deal.

 

Can I use a MC mattress on an adjustable base?

Yes. Mattress Crafter mattresses are suitable for adjustable bases they are made to be flexible (roll packed & proven durable) ideal for any electric adjustable base.

 

How did Mattress Crafters become Australia’s best value mattress?

Because you are buying direct from Mattress Crafter warehouse with fast, free delivery to your home you save and receive better value. Skip the retailer or online reseller and discover the difference when buying your new mattress direct from our Melbourne factory warehouse. Often we are more than half the price for equivalent mattresses to retailers or competing online resellers.

 

How do I know the mattress is right for me?

Our Mattresses Crafters team has spent over 60 years in Australia perfecting the highest quality mattresses from all over the world, designed for superior, long lasting comfort.


HAND CRAFTED
From durable cushioned innerspring, to Pocket Springs that minimise partner disturbance and body contouring memory foam, latex and Premium foams, all of our mattresses are hand crafted to meet the delicate needs of the human body.


The ultimate balance of comfort and support – minimising pressure and maximising support. Just right!

 

Exchange & Return

How much is shipping fee?

Free home delivery to all capital cities and most of Australia (Victoria, New South Wales, Queensland, South Australia, Tasmania and Perth included) all other areas we can ship at competitive rates: email info@mattresscrafters.com.au with choice of mattress model, size, quantity and desired address for a special delivery cost quote.

 

How do I track my order?

Once you've placed your order, and paid for your Shipping quotation, our products typically ship from our warehouse facility within 1-2 business days. Once a product has shipped, you'll receive a tracking number to follow your package as it makes its way to you.

 

How long is delivery time?

We offer an amazing same weekday despatch on our mattresses from Melbourne, shipping times to your home will then vary depending on location, distance etc. You’ll receive a tracking number to monitor the progress of your delivery.

 

How do I return a product?

If you are making a warranty claim email: info@mattresscrafters.com.au to request an authorised return (for proven manufacturer faults) approval number and booking. For 100-night sleep trial authorisation: email info@mattresscrafters.com.au with proof of purchase details and we will reply requesting applicable return freight cost payments & return authorisation details.

 

Does you offer trial on your mattresses?

We are proud to share that we have Mattress Crafters Comfort Guarantee*
(100 night trial)


We take pride in our Mattress Crafters mattresses, each one is hand crafted from start to finish, providing the most support with the least pressure for maximum comfort. Our experienced Australian owned Mattress Crafters team with decades of knowledge in developing quality mattresses are very confident that our mattresses will be right for you.


Choosing the right mattress is an important decision and can be a difficult one to make, allow us to give you piece of mind with your mattress purchase with our (100) night peace of mind Comfort Guarantee* on quality Mattress Crafters mattresses. (after mandatory trial period)


You can now rest easy, knowing that not only are you purchasing a quality mattress, but you’re guaranteed a great night's sleep...because in the rare occasion you are not comfortable with your new mattress - we'll gladly *refund the purchase price! (not including freight charges)


We want to be sure you love your mattress, so in the rare occasion that you are not satisfied after trialing the mattress for (30) nights to give your body the time to adjust, we’ll happily take the mattress back (excluding freight) if it’s not the one for you*. (conditions apply)


*Terms and Conditions Mattress Crafters Peace of Mind – MC Comfort Guarantee.


Our mattresses are delivered free* (most areas of Australia) to your home, often at more than half the price of equivalent mattresses from most traditional retailers or competitor online stores.


This manufacturer direct pricing means you cannot try our mattresses in pricey stores and that our prices are not loaded up $$$ (like others) to cover the freight of at times very distant & remote returns on full sized mattress returns on the rare occasion that there is a change of mind. (mattresses can not be re-boxed once opened).


Rest assured, our mattresses will provide better value, quality, comfort, and support to similar priced competitors’ products.


*Terms and Conditions Mattress Crafters Peace of Mind – MC Comfort Guarantee.


Mattress Crafters Comfort Guarantee cannot be used to exchange for another size or model and must be used in the specified time frames as stated with that MC mattress.


After your initial 30 days, simply contact us within your trial period. Please note the Comfort Guarantee is limited to one product per customer / household.
Please note returning the mattress is organized by the buyer and must be in immaculate condition a new waterproof mattress protector must be used. (If your mattress is returned damaged, stained or in an unhygienic state this Comfort guarantee will be void.)


A refund of the purchase price excluding freight charges will be processed when the mattress is returned to our Dandenong Sth, VIC 3175 in immaculate condition.


Contact for return authorisation details in advance by email; info@mattresscrafters.com.au


We will process your refund in the original form of payment once your returned item has been received by us. Refunds typically process within 2-14 business days depending on your financial institution.


The foundation – base under your mattress must meet Mattress Crafters requirements.

 

Warranty

Terms & Conditions

Acknowledgement & Acceptance

Purchasing goods from the Mattress Crafters website, you are accepting the terms and conditions, represent and acknowledge that you are over 18 years old.

When purchasing goods through the Mattress Crafters website, you agree that these Terms apply to each order you place. If you do not have the authority or do not agree to these Terms, you are not permitted to use the Websites or services.

If we make any changes to our Terms and Conditions, you will be notified of theses promptly. Your continued use of the services of our website will amount to acceptance of any updated Terms.

All users are responsible and legally liable for their activity, behaviour, use of and conduct on the Mattress Crafters website.

 

Our Pricing

Unless specified, all products are price listed in Australian Dollars which include all applicable taxes. Once your order has been confirmed, the prices for your items are fixed. With the order confirmation, you agree to pay delivery charges as they are calculated and listed in the order confirmation at the time of purchase. Our “From to now pricing” refers to a previous selling price, a recommended retail price (RRP).

 

Damaged Goods

It is required that all products delivered are inspected by the customer as soon as they receive their goods/items. If there is any visible damage to the items, this needs to be identified to our couriers at the time of delivery. Items received in packaging must be inspected upon delivery and if any damage has occurred, this needs to be reported to Mattress Crafters within 24 hours of delivery.

 

Lodging a Warranty Claim

Any missing or damaged parts must be reported within 24 hours of delivery. If you believe your product is defective, you can make a claim by contacting our head office admin@mattresscrafters.com.au.

You will need to provide proof of purchase i.e order confirmation or invoice number. Provide a description of the damage/repair request. Provide and email photos of the defect. Provide any other evidence of damage.

If Mattress Crafters decide that products or goods are not deemed to be faulty, you may incur any freight or repair fees.

 

How will Mattress Crafters correct a problem?

Mattress Crafters may need to examine the product to determine if the problem is covered by the guarantee. If it is covered, Mattress Crafters will either repair or replace it with the same or a comparable product. Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an approximate repair time, which may vary due to reasons beyond ours, or the repairers control i.e parts availability.

Where products are delivered to the customer, it is required that all items are inspected by the customer at the time of delivery. If there is any visible damage to the items and its packaging, this needs to be identified to our couriers at the time of delivery. Where items have damage that was not immediately apparent at the time of delivery, Mattress Crafters is to be notified within 24 Hours of initial delivery

 

MC Comfort Guarantee*

We are proud to share that we have Mattress Crafters Comfort Guarantee*
(100 night trial)


We take pride in our Mattress Crafters mattresses, each one is hand crafted from start to finish, providing the most support with the least pressure for maximum comfort. Our experienced Australian owned Mattress Crafters team with decades of knowledge in developing quality mattresses are very confident that our mattresses will be right for you.


Choosing the right mattress is an important decision and can be a difficult one to make, allow us to give you piece of mind with your mattress purchase with our (100) night peace of mind Comfort Guarantee* on quality Mattress Crafters mattresses. (after mandatory trial period)


You can now rest easy, knowing that not only are you purchasing a quality mattress, but you’re guaranteed a great night's sleep...because in the rare occasion you are not comfortable with your new mattress - we'll gladly *refund the purchase price! (not including freight charges)


We want to be sure you love your mattress, so in the rare occasion that you are not satisfied after trialing the mattress for (30) nights to give your body the time to adjust, we’ll happily take the mattress back (excluding freight) if it’s not the one for you*. (conditions apply)


*Terms and Conditions Mattress Crafters Peace of Mind – MC Comfort Guarantee.


Our mattresses are delivered free* (most areas of Australia) to your home, often at more than half the price of equivalent mattresses from most traditional retailers or competitor online stores.


This manufacturer direct pricing means you cannot try our mattresses in pricey stores and that our prices are not loaded up $$$ (like others) to cover the freight of at times very distant & remote returns on full sized mattress returns on the rare occasion that there is a change of mind. (mattresses can not be re-boxed once opened).


Rest assured, our mattresses will provide better value, quality, comfort, and support to similar priced competitors’ products.


*Terms and Conditions Mattress Crafters Peace of Mind – MC Comfort Guarantee.


Mattress Crafters Comfort Guarantee cannot be used to exchange for another size or model and must be used in the specified time frames as stated with that MC mattress.


After your initial 30 days, simply contact us within your trial period. Please note the Comfort Guarantee is limited to one product per customer / household.
Please note returning the mattress is organized by the buyer and must be in immaculate condition a new waterproof mattress protector must be used. (If your mattress is returned damaged, stained or in an unhygienic state this Comfort guarantee will be void.)


A refund of the purchase price excluding freight charges will be processed when the mattress is returned to our Dandenong Sth, VIC 3175 in immaculate condition.


Contact for return authorisation details in advance by email; info@mattresscrafters.com.au


We will process your refund in the original form of payment once your returned item has been received by us. Refunds typically process within 2-14 business days depending on your financial institution.


The foundation – base under your mattress must meet Mattress Crafters requirements.

 

Guarantee and Manufacturing faults still continue to apply from the date of original purchase. Guarantees are not transferable and extend only to the original purchaser.

 

ALL ; Comfort Guarantee 100 nights (30 night mandatory trial & 70 day return period)

 

How do I lodge a warranty claim?

To claim under these warranties against defect, the Purchaser must:

    - provide Mattress Crafters with a copy of the original Tax Invoice;

    - provide a description of the damage or defect via Mattress Concern Form, including photos of the damage or defect.

 

Warranty Inclusions

This content is currently being updated. Thanks for your understanding. 

 

Warranty Exclusions

Subject to The Australian Consumer Law.

    To the maximum extent permitted by law, and subject to the Australian Consumer Law, Mattress Crafters is not liable, whether in contract, tort (including negligence), under any statute or otherwise, for or in respect of:

    Damage caused by incorrect assembly, storage, or transportation beyond original delivery;

    Normal wear and tear.

    In this regard, please note that the following may occur as a result of natural and normal usage:

    - fabrics will fade and crease;

    - foam and fillings will soften and form the shape of the user over time;

    - depending on the covering and the degree of use, the covering materials, cushion fillings and suspension may need to be replaced periodically at the purchaser’s expense;

    - damage caused by spills such as acid, solvents, dyes or other corrosive materials, ink, paint, or bodily fluids;

    - damage caused by improper cleaning, negligence, treatment of the product with chemicals, exposing the product to the sun, extreme heat or bright light such as lamps, or otherwise caused by your acts and/or omissions.