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Frequently Asked Questions

Here are some of the most frequently asked questions about Ergoflex mattresses, ordering, delivery, customer services and aftercare.

Can’t find what you’re looking for? Please call us on 1300 791 753 or use our contact form.

Our Company

Who are Ergoflex?

We are Australia's and the UK’s original premium mattress in a box brand, established in 2006. We pioneered the business model used by this part of the mattress industry today. Read more on Our Story.

We sell premium memory foam mattresses, bed bases, memory foam pillows and waterproof mattress protectors.

How long have you been in Australia for?

Ergoflex™ mattresses have been sold in Australia since 2010. Before Ergoflex™ high quality memory foam mattresses were always out of budget and reach for many consumers. In May 2010, we saw an opportunity to launch in Australia the very first mattress-in-a-box concept. We believed that a quality product, at an affordable price coupled with an unprecedented level of hands-on service would change the mattress market in Australia forever. As pioneers of the ‘mattress-in-a-box’ we are proud of our achievements.

It’s no surprise that our unique and innovative approach has been imitated by so many other ‘start-up’ mattress brands arriving on the scene in Australia today.

Indeed our ten-year guarantee is underpinned with confidence and the experience of a decade of success meaning that we know our mattresses stand up to our claims – we’ve done it, in real life, for over a decade. Besides Ergoflex, no other mattress-in-a-box brand – anywhere in the world – has been around longer then their warranty period. 

How do I get in touch with Ergoflex?

We’re available on 1300 791 753, 7 days a week, from 8am to 8pm. When you call us you will always speak to an owner of the company. We pride ourselves on our personal service. We will listen to you, answer any questions you may have and help you make the right decision when it comes to choosing a new mattress. You can also reach us at sales@ergoflex.com.au, or via our webform.

Do you have a showroom?

Yes. You can visit our showroom in the Hunter Valley, NSW and try the Ergoflex mattress for yourself. Each and every week we welcome people from the Hunter, the Central Coast, Newcastle, Sydney and surrounds. And you’re most welcome to visit us too!

In our showroom you can spend time touching, feeling and laying on the Ergoflex mattress. You can meet the Ergoflex team and ask any questions you may have. You can even take a mattress home with you in the boot of your car!

We are located in Rutherford, just outside of Maitland. You can visit us during the week or at weekends, whatever time suits you. We just ask that you contact us on 1300 791 753 beforehand just to make sure we are here. We wouldn’t want to miss you! Our address is 7/2 Sabre Close, Rutherford, NSW 2320.

Why doesn’t Ergoflex have any displays in shops?

A key part of our original aim was transforming the traditional mattress-buying process, which we knew was not working for the customer. By avoiding physical shops we’re able to avoid the many overheads that come with them, and we’re able to pass those savings onto our customers. All of our main competitors, directly following our lead, began with the same approach but none have maintained it.

I’ve seen lots of similar mattress brands advertising on TV and elsewhere, why haven’t I seen Ergoflex?

We don’t use venture capital and outside shareholder investment to fund big budget marketing campaigns, as this expenditure always ends up costing the customer. In fact, since day one we’ve found that the best marketing for our product and brand comes from happy customers. Take a look at our reviews for some examples.

Our Mattress

What makes the Ergoflex mattress a better choice?

Ergoflex is Australia's and the UK’s original mattress in a box brand, and we have earned a reputation for high quality products and customer service in the thirteen years we’ve been around. Our mattress is considerably higher material specification than any competitor in this price range. We remain the only brand in this sector that has been trading longer than our warranty period, which is testament to our mattresses living up to our promises in the real world.

Why should I buy an Ergoflex when I can’t try it?

You can try the Ergoflex™ mattress in our showroom in the Hunter Valley, NSW.

However, we apreciate that not everyone is able to do this. And we know it’s a big decision to buy a mattress online without trying it first. That’s why we offer a 30-day home trial for peace of mind, along with a 10-year guarantee. This way you can fully assess the benefits of the Ergoflex™ in the comfort of your own home to ensure satisfaction and compatibility with a product that you will live with for the next decade. Our home trial offers a far superior demonstration of the mattress than you could ever get at an in-store showroom, what better way is there to test a mattress than sleeping on it?

If you are still concerned about buying a mattress online then you can visit your local bedding retail store and lay on the memory foam mattresses on display there. As Ergoflex™ are the only online retailer comparable to Tempur, these are excellent mattresses to try. Over the last ten years many of our customers have done exactly this as it has provided them with an understanding of memory foam and what the Ergoflex™ will feel like.

Why is there only one Ergoflex mattress?

We have meticulously developed the Ergoflex® 5G to provide an optimum level of support and find that it performs for the vast majority of people, regardless of body type and sleeping style. Most of our competitors began with a similar approach, before both changing the materials and composition of their mattress and introducing different, contradictory models. We haven’t done this, because we know our mattress is the best.

Why are Ergoflex customer reviews different?

Many competitor brands request customer feedback after just a few days, resulting in an unrealistic amount of positive reviews. We don’t believe that this is appropriate or a true reflection of quality or future longevity, simply because all new products often feel great the first week they are used. Most of our reviews are from those who have had their mattress many years, purchased more than one and recommended us to many, therefore giving a true representation of Ergoflex’s ongoing durability and performance.

Indeed, you only have to read the reviews from those that have owned well-known mass-marketed brands for 18-months to 2-years to see a common trend in longevity and quality issues.

Is the Ergoflex mattress suitable for use in the Australian climate?

Yes they are. Since 2010 we have provided better sleep to thousands of customers the length and breadth of Australia. From Hobart to Cooktown, from Sydney to Perth, from Adelaide to Darwin and to hundreds of places in between.  

Ergoflex® memory foam mattresses have an open cell structure to allow air to circulate freely through their layers and are perfectly suitable for the Australian climate.

In addition to this, Ergoflex® memory foam mattresses contain a unique 'cool sleep' air flow system for increased comfort.

Does the Ergoflex mattress provide zero partner disturbance?

Yes it does. The Ergoflex mattress with its unsurpassed quality of memory foam has been providing restful and undisturbed night’s sleep to those that use it for over a decade. For a quick demonstration and for something fun, why not watch the Ergoflex 5G Mattress vs a 9 Tonne Tractor Extreme Test

How can the Ergoflex mattress come in such a compact box?

Every Ergoflex™ mattress is compression-packed, vacuum-sealed and rolled, enabling it to be safely and efficiently shipped in a compact box. This approach offers several benefits to the customer – it’s easier to manoeuvre into your bedroom when received, and it’s far more cost-effective to ship with savings that are reflected in the product price. It’s no surprise that this approach has been adopted by many other mattress retailers since Ergoflex™ introduced it in the UK in 2006 and Australia in 2010.

What is memory foam density and why does it matter?

Density is a factor that effectively determines how a mattress will feel, perform and last. Density rating is a measurement of how much visco-elastic memory foam is in the top layer, or comfort layer, of a mattress. A higher density memory foam, at an optimum depth and working with other premium material layers, delivers outstanding support and pressure relief. It also lasts longer. Lower density memory foam cannot provide the same performance or comfort, and also wears out faster. Ergoflex mattresses have the highest rating of true high-density memory foam in this price range, by a considerable margin. Read more on our Buyers Guide.

Are Ergoflex memory foam mattresses suitable for people with a bad back?

Yes, the Ergoflex® memory foam mattress moulds itself to the shape of your back - relieving pressure points and giving you a more comfortable nights sleep. Since 2006 we’ve received regular praise from customers suffering back conditions, who say Ergoflex has transformed their sleep quality. Dr Mark Craig, Australia’s Back Doctor, agrees and recommends Ergoflex mattresses as part of a recovery regime. 

Are Ergoflex mattresses suitable for those with allergies?

The solid core and layered materials of the Ergoflex® memory foam mattress do not provide an ideal habitat for dust mites, unlike standard sprung mattresses. This makes the Ergoflex® memory foam mattress suitable for those with dust allergies. Most importantly, all Ergoflex memory foam mattresses are treated with UltraFresh™. UltraFresh™ treatment ensures both the mattress and the outer cover are hypo-allergenic and anti-microbial - free of dust mites and germs, and friendly for asthmatics.

Why do memory foam mattresses vary so much in price?

Differences in material quality and mattress performance, as well as manufacturing techniques typically contribute to the variation in prices of memory foam mattresses. In reality, the huge differences in quality and performance between memory foam mattresses at the lower and upper end of the market all but makes them completely different products that can’t credibly be compared against each other. Many cheaper mattresses sold as memory foam don’t contain any memory foam material whatsoever. See our Buyers Guide for more information on how memory foam mattresses can differ enormously.

How can I be sure that Ergoflex memory foam mattresses are the best available?

We believe that Ergoflex® memory foam mattresses are the best value high quality memory foam mattresses. See our Ergoflex® Mattress versus Market Leader page for a direct comparison between the highest price equivalent.

Are your mattresses compression packed, rolled and boxed?

Yes. We were the first company ever to roll and box a mattress for customer convenience in Australia. We pioneered this approach in 2010 and are proud of the fact we changed and revolutionised the way people purchase mattresses in Australia. We roll and box all our mattresses to ensure we can be as competitively priced as possible and unnecessary transit costs are kept to a minimum. This also makes it considerably easier to manoeuvre the mattress up stairs, round tight corners and through doorways in the recipient's home. It in no way harms or damages the mattress.

For your convenience the sizes and weights of each carton are:
Single Mattress: 96cms x 37cms x 37cms, 24kgs
Long Single Mattress: 96cms x 37cms x 37cms, 25kgs
King Single Mattress: 110cms x 37cms x 37cms, 28kgs
Double Mattress: 141cms x 37cms x 37cms, 37kgs
Queen Mattress: 156cms x 37cms x 37cms, 39kgs
King Mattress: 186cms x 37cms x 37cms, 41kgs

How does the Ergoflex compare to an inner spring mattress?

Traditional inner spring mattresses, whether pocket spring or coil/Bonnell spring, are made up of metal coils designed to support the weight of your body. While there is a huge variation in the quality and performance of spring mattresses it’s a fact that their support is limited to where the springs are positioned. This leaves parts of the body unsupported, and that the support offered by those springs will invariably decrease over time. Ergoflex™ memory foam mattresses offer a body-cradling surface that provides consistent support to all areas of the body that come into contact with it, delivering pressure-relief from top to toe. This means that no part of the body goes unsupported, the level of support is superior and it’s quicker and easier to find a comfortable sleeping position in which to achieve deep, restful sleep for the entire night.

How long does the Ergoflex mattress last?

The high-quality materials used in the Ergoflex™ 5G ensures years of optimum performance. We’re supremely confident of this, as demonstrated with our 10-year guarantee on every mattress. This warranty has been tried-and-tested in the real world, with real customers since 2006. No other memory foam mattress-in-a-box brand can make this claim. In fact, most of our customer reviews are from those who have actually had their Ergoflex mattresses for many years.

I get warm at night, will the Ergoflex be right for me?

Although memory foam mattresses have the ability to retain body heat more efficiently than standard mattresses due to their composition, Ergoflex™ memory foam mattresses have an open cell structure to allow air to circulate freely through their layers. Every Ergoflex™ 5G comes with a unique Cool-Sleep airflow layer to assist temperature regulation, and the all-new TENCEL® outer cover is highly breathable with unrivalled moisture wicking attributes when compared to natural cotton or high-tech synthetic fabrics.

I don't feel like I'm getting a good night's sleep. Can Ergoflex memory foam mattresses help?

Yes. The high quality Ergoflex® memory foam mattress is specifically designed to promote comfortable sleeping, and as the mattress shapes to the contours of your body your pressure points are relieved, whilst promoting healthy and active blood circulation to all parts of the body.

Is the Ergoflex certified?

Every Ergoflex™ mattress is fully compliant with UK BS 5852 & BS 7177 safety standards, as well as being certified to Certi-Pur® & OKEO-TEX® 100 International standards.

I have not tried an Ergoflex memory foam mattress, so why should I buy one from a website?

The high quality composition of Ergoflex® memory foam mattresses mean that they are among the very best on the market and, combined with their outstanding price, represent what we believe to be the best value choice. We have made as much information as possible available on ourwebsite to help you come to a buying decision - see our Ergoflex® versus Market Leader page for more details. All Ergoflex® memory foam mattresses come with a *10-year guarantee and you are able to trial your mattress in your home for up to 30 nights. We believe this allows you to judge the suitability of your new mattress more so than laying on a mattress for 5 minutes in a retail store.

I need more information to make a decision, where can I find that?

No problem, take a look at our mattress page or Buyers Guide, or feel free to call us on 1300 791 753 with any specific questions you might have that aren’t answered on our website.

Ordering & Delivery

What happens when I place an order online?

We have made every effort to make the online order process as simple and convenient as possible.

When you complete your online purchase you will receive an automatic email receipt. Once your purchase has been fully confirmed, you will receive another email from Ergoflex™ that confirms the delivery date that you have selected, or any alternative delivery arrangements.

Finally on the day your items are dispatched, you will receive an email containing the courier’s telephone number, your consignment number and a link to a parcel-tracking facility on our courier's website. If you provided a mobile telpehone number during the check-out process you will also receive this information via SMS.

What happens when I place an order over the phone?

We know that online ordering isn't convenient for everyone, so we have made it just as easy to place orders over the phone. Our order line is available on 1300 791 753. You can order on the telephone 7 days a week from 8am to 8pm.

When placing an order over the phone, the same confirmation processes apply as ordering online.

How soon can I receive my order?

For the vast majority of our customers we offer next-day delivery completely free of charge. If your required item is in stock, we can usually deliver within 24 hours to Brisbane, Canberra, Melbourne and Sydney from the point that you placed your order. (If ordered Monday – Thursday before 14:00).

Use our postcode checker for precise delivery options and transit times to your address.

If you live on outlying islands, in New Zealand or Pacific Islands please contact us with your address details and we will get a specific quote from our courier for you.

When ordering an item that is out of stock, the estimated consignment arrival date is clearly indicated in a red box on the mattress detail page.

We use an external courier company for our Standard Delivery Service; therefore we cannot guarantee delivery on the exact specified date. However, the courier that we use currently provides a 98% successful delivery rate for all customers.

If you wish to choose our after-hours service we will be able to provide a flexible delivery option that can be delivered to you on the day of your preference and within the time window of your choosing. Please ask our friendly staff about this delivery option.

Is the mattress I want currently in stock?

The Ergoflex® website shows the availability of each mattress. When a mattress is out of stock there is a red information box on the mattress detail page, notifying the expected arrival date of the next consignment. You can still place a pre-order when a mattress is out of stock. It will be delivered when available.

Can I choose the delivery time or date?

When you place an order, you can select a convenient delivery date of your choice but not a delivery time. However, on the morning of your scheduled delivery, you can track your item online via our courier's webiste and obtain a delivery time window. The delivery time window will narrow as the day proceeds.

If this is not convenient we do offer an after-hours and weekend delivery service in metro areas. For a small fee you can select both a delivery date and a delivery time window.

Our after-hours delivery service is available in Adelaide, Brisbane, Canberra, Melbourne, Perth and Sydney.
Monday – Friday AM (8am-12pm)
Monday – Friday PM (12pm-5pm)
Monday – Friday After Hrs. (5pm-8pm)
Saturday (8am-12pm)

Do you deliver at weekends?

Our after-hours service offers delivery between 8am and 12pm Saturdays. Please contact us directly should you wish to take advantage of this service and to discuss pricing.

Will the courier call me prior to delivery or give me an ETA?

Unfortunately the courier completing all Standard Delivery Services is unable to call prior to delivery. However, on the morning of your scheduled delivery, you can track your item online via the courier's webiste and obtain a delivery time window. The delivery time window will narrow as the day proceeds.

If you are out when they attempt to deliver, a card will be left enabling you to call and arrange re-delivery on an alternative date.

We will send an email and SMS message (provided a mobile number is given at check-out) on the day your mattress is dispatched. This will contain the telephone number of the courier and consignment number of your items so you can call the courier to impart any special instructions you may have. The email and SMS also contains a web-link to the 'Package Tracking' feature on our courier’s website.

If choosing to take up the after-hours service you will be provided with an estimated time the driver will be in your area which falls within your chosen delivery window.

Will the courier bring the items into my property?

Our carrier's insurance policy only permits the delivery person to carry your item/s to your front door but only if you have easy access. If you live in an apartment that is not served by lift access or your house is accessed by stairs you may be required to help the courier with your items.

I live in a multi-storey building, will the courier deliver to my property?

Yes they will. However due to insurance policy reasons our couriers are only permitted to deliver your item(s) to your front door. Every Ergoflex™ mattress is delivered vacuum-packed in order to be as easily manoeuvred as possible.

If I cannot stay home all day, what alternative delivery options are available to me?

If you prefer we can deliver to a neighbour, family member or work address.  If it is more convenient we can arrange for your items to be left in a secure and dry area such as around the back of your house, on a veranda, in a garage or carport. You can also collect your items from the courier’s local depot. 

Should none of the above be suitable then we also offer an after-hours service in metro areas, whereby items can be delivered within a time window, Monday-Friday AM (8am-12pm), PM (12pm-5pm) OR alternately After Hours (5pm-8pm)  We are also able to offer this delivery service on Saturday mornings (8am-12pm). Please contact us directly should you wish to take advantage of this service. Please be aware that time specific deliveries will incur additional fees.

What happens if I am out when my Ergoflex mattress is delivered?

If for any reason you are not at home when the courier tries to deliver through our Standard Delivery Service, they will leave a card with details of the consignment and how to contact the courier and arrange for re-delivery or, if it is easier, to collect from their depot. Please be advised if you are not home when the courier tries to deliver then you may be charged a delivery fee for re-delivery of your parcels. Please contact the courier within 24hrs as your goods will be shipped back to Ergoflex.

If you choose the after-hours service you will know the expected time of delivery so you can ensure you will be available to receive your items.

Do Ergoflex take my old mattress away?

Many companies charge higher product prices or manufacture their products at a cheaper price in order to absorb free delivery, free returns and disposal of your current mattress. Essentially when companies provide free collection and disposal a customer regardless of where they live is often paying the average of the maximum disposal cost in order for a company to absorb these fees in their prices.

Because not everyone requires this service we do not take your old mattress away. This results in savings that we pass directly on to you. However if you Google mattress recyclers in your area (metropolitan) you may find a range of companies that can take away your old mattress for a small fee.

Can I buy a UK sized mattress in Australia?

In addition to our range of Australian standard sized memory foam mattresses, we stock and can deliver the following UK sizes:

UK Standard King-Size (dimensions: 150cm x 200cm x 23cm), European King-Size (dimensions: 160cm x 200cm x 23cm) and the UK Standard Super-King-Size (dimensions: 180cm x 200cm x 23cm).

Please contact us for further information or visit our UK size memory foam mattress page for pricing and availability.

Installation & Usage

How do I unbox and install the mattress?

We advise that you open the box and remove the mattress, keeping it within the plastic wrapping, as this makes it easier to carry the mattress to the room you plan to use it in. If you plan to open and install your mattress at a later date, we recommend keeping it compression packed for a maximum period of 4 weeks from initial delivery.

It is advisable to take the mattress into the room it is to be used in, and position on the bed base, prior to opening the plastic cylindrical packaging. (Once this is removed, the mattress will unfurl and become more difficult to carry.) Please take great care in opening the plastic mattress packaging, if using an implement it is important to ensure you do not cut or nick the mattress itself.

Once you have removed the first layer of plastic packaging the mattress will unfurl. On opening the second layer of vacuum-sealed packaging, the mattress will immediately start the process of recovering to its natural depth and shape.

Which type of bed base should I use?

Ergoflex™ memory foam mattresses can be safely used with most types of bed, even adjustable electrics or divans. We would however advise that whilst it is ok to use Ergoflex™ memory foam mattresses with a slightly sprung bed base or a base with curved, convex slats it will perform better on a completely flat, stable platform.

If using on a slatted bed base please ensure the slats are no wider than 3 inches apart if possible, in order to maintain the integrity of the base layer and ensure suitable breathability.

Which type of bed base should I avoid?

There are a small number of bed bases that are not compatible with the Ergoflex mattress, which we categorically advise against using.

These are slatted bases with slats positioned too wide, and platform surfaces including plywood, fibreboard (MDF) or similar board materials. We also strongly advise against using the mattress directly on the floor as this prevents essential breathability and airflow.

Using an incompatible bed base will damage the materials of the mattress, negatively affect performance and void the warranty. If you’re unsure about whether your existing bed base will be compatible with the Ergoflex mattress please get in touch prior to placing your order and we can accurately advise on suitability.

Does the Ergoflex work on an adjustable bed?

Yes, Ergoflex mattresses work with most types of bed base including adjustable. However, please double-check the dimensions of your adjustable bed prior to ordering an Ergoflex mattress.

Can I use the Ergoflex on the day I get it?

Yes. The recovery process takes a maximum of four hours, and the mattress is fine to use on the day it is unpackaged.

Is there a memory foam odour with Ergoflex?

Yes, as with all such mattresses, there is an initial memory foam odour on opening the packaging for the first time. While some people find this unpleasant, it is entirely safe, normal and to be expected. It is also amplified to some extent with the vacuum-sealed packaging, which is air-tight. The odour naturally dissipates when the mattress is exposed to air and, depending on the ventilation of the room, usually dissipates significantly during the mattress recovery period (four hours). If required, the mattress outer cover can be removed and machine-washed prior to use.

All Ergoflex mattresses are manufactured to UK BS5852 and BS7177 safety standards and have Certi-Pur® and OKEO-TEX® 100 certification for complete peace of mind.

Is there a maximum weight limit?

To ensure ongoing maximum performance from your Ergoflex™ mattress and longevity of use, we recommend as a precaution that the mattresses are suitable for persons up to 18 stones in weight (approx. 114 kg or 252 lbs) or 30 stones for combined weight (approx. 190 kg or 420 lbs). If you do exceed this weight and would like to purchase an Ergoflex™ mattress, please contact our sales team direct for advice.

Caring for your mattress

What is the best way to care for my mattress?

Your Ergoflex mattress – and your night’s sleep – is an investment worth protecting.

If you allow pets on your bed, or you bought a child’s mattress and late-night “accidents” still happen, or you keep a glass of water on your bedside table, you run the risk of a surprise spill.

To protect your mattress we recommend purchasing the Ergoflex-LIFE™ Mattress Protector. Fully waterproof, breathable and natural, Ergoflex-LIFE™ is the best way to guard your Ergoflex memory foam mattress from the realities of everyday life.

Do I have to flip the Ergoflex?

No. Unlike sprung mattresses that require occasional flipping to delay spring failure, Ergoflex mattresses are designed to be laid one side up, with the visco-elastic memory foam layer at the top, and the base layer at the bottom.

Should I rotate the Ergoflex mattress?

We recommend that you rotate your Ergoflex™ mattress (head-to-toe) through 180° every month for the first 6 months of ownership and every three months thereafter, in order to aid longevity of the memory foam performance and ensure even wear across the sleep surface.

Can I wash an Ergoflex memory foam mattress?

Due to its complex composition, we don't recommend washing an Ergoflex™ memory foam mattress. However our TENCEL® outer cover can be removed and machine washed at 30° and line-dried or tumble dried on a low heat setting for optimum hygiene and comfort. If you're particulary concerned about liquid damage to your Ergoflex, we recommend the Ergoflex-LIFE mattress protector, a fully waterproof and breathable cover made from micro-fine TENCEL material and the only such products specifically designed to work with the Ergoflex mattress.

How do I keep my Ergoflex free of dust mites or bed-bugs?

Dust mites feed off discarded skin cells which can accumulate in a mattress core, while bed bugs are parasites that feed on blood. Standard sprung mattresses have a hollow core, which provide what amounts to a breeding ground for the bugs and mites. Ergoflex™ memory foam mattresses have a solid core, with layered materials that offer a far-less attractive place for dust mites and other foreign matter. Most importantly, all Ergoflex memory foam mattresses are anti allergenic. This ensures both the mattress and the outer cover are hypo-allergenic and anti-microbial - free of dust mites, allergens and friendly for asthmatics.

Trial, Returns & Warranty

How does the risk-free home trial work?

We want you to be completely confident when ordering a mattress from Ergoflex, so we offer a risk-free thirty-day trial period for complete peace of mind. While most people fall in love with their Ergoflex after a night or two, some (for instance those who are accustomed to traditional pocket spring mattresses) may take a little longer to adjust to the specific support that high density memory foam provides.

Returning a mattress is free from the following metropolitan locations: Adelaide, Brisbane, Canberra, Hobart, Melbourne, Newcastle, Perth, and Sydney, as well as the Central Coast, and the Gold Coast.

Unfortunately we’re not able to offer this service outside of metro areas and to regional NSW, regional VIC, regional SA, regional WA, the NT, regional QLD, regional TAS, outlying islands, Pacific Islands, New Zealand, or any other location outside of Australia. For returns from these areas, please contact us for details. If you are concerned about purchasing a mattress online the risk when purchasing from us is very low, essentially a potential return fee of between $150 and $250 depending upon where you live.

The 30-day trial period starts from the day your mattress is delivered.

Should you have any hesitation about the suitability of your mattress we ask you to contact us at anytime during the 30-days. Your mattress does not have to be returned to us by day 30, you just need to instigate communication with us within this time.

We also request that you try your new mattress for the full 30 days before making a decision or returning.  A small number of people take more time than others to adapt to their new sleeping surface.

At the end of the 30-day trial period we discuss how you would like to proceed. Most of our customers adjust to their mattress during this time, but a small number choose to return. Indeed, some customers ask for an extension to their trial period and we are more than happy to oblige in this instance.

Should you choose to return your mattress, we manage the entire process.  All mattresses are collected and returned to our location within 7-14 business days. Upon receipt we refund the method you purchased with, within 24hrs. Less any associated return fees.

See our terms and conditions page for full details.

What happens if I decide not to keep my Ergoflex?

In the highly unlikely event that you decide to return your Ergoflex mattress, simply get in touch before the end of the thirty-day home trial and we will facilitate a pick-up and refund. And no, you don’t need to put it back in the box!

Why do you not offer free delivery and free returns to all locations?

Many companies charge higher product prices or manufacture their products at a cheaper price in order to absorb free delivery, free returns and disposal of your current mattress. We like to be open and transparent with our pricing. We would prefer that you know the actual price of the product and associated fees. Essentially when companies provide free delivery the customer regardless of where they live is often paying the average of the maximum delivery cost in order for a company to absorb delivery costs in their prices. 

When we do offer free delivery specials you can be guaranteed that we are paying the delivery cost for you.

Similarly many companies charge higher prices or manufacture their products at a cheaper price to absorb potential return costs. This allows them to offer this service for free. Once again we prefer to keep our prices low so that everyone can benefit and not have to absorb another customer’s delivery or return fee.

The reason postage and handling is more expensive when returning one of our mattresses is because when the mattress is delivered to you it is delivered rolled and compressed in a box, and it is much cheaper to do so. When it is returned the mattress is full size and therefore costs more. If you are concerned about purchasing a mattress online the risk when purchasing from us is very low, essentially a potential return fee of between $150 and $250 depending upon where you live.

How does the ten-year warranty work?

We’re supremely confident in our mattress, which is why it is guaranteed against any defects in materials or workmanship for ten years. Ergoflex launched in 2006, meaning that our mattresses have been with customers for well over a decade, so we know we can deliver on our promises. Find out more on the guarantee page. Please be sure to register your mattress guarantee within thirty days of receipt.

All mattress in a box brands offer ten-year warranties, what makes Ergoflex’s different?

Ergoflex is the only such brand that has been around longer than the ten-year warranty period, by a significant distance, so we know that our mattresses live up to our promises in the real world. The longevity and durable performance of our mattress is due in no small part to our use of premium materials, including true high density visco-elastic memory foam – which is the highest-grade found in any mattress at this price range. By using only premium materials we’re ensuring that Ergoflex customers get a better performing mattress, and that it will last longer than mattresses using lesser materials.

This is also reflected in our reviews online. Most of our reviews are from those who have had their mattress several years, giving a true representation of Ergoflex’s ongoing durability and performance. Many competitor brands request customer feedback after just a few days, resulting in an unrealistic amount of positive reviews. You only have to read the reviews of those that have had well-known hyper-marketed brands for 18-months to 2-years to see a common trend in longevity and quality issues.

Exclusions

The 30-day home trial and free return service is limited to one return per household.

Returned mattresses must be in original condition, and photographic evidence may be required before a collection can be processed. Any mattress that is returned in a noticeably damaged or soiled state may not be processed.

Returning a mattress is free from the following metropolitan locations: Adelaide, Brisbane, Canberra, Hobart, Melbourne, Newcastle, Perth, and Sydney, as well as the Central Coast, and the Gold Coast.

Unfortunately we’re not able to offer this service outside of metro areas and to regional NSW, regional VIC, regional SA, regional WA, the NT, regional QLD, regional TAS, outlying islands, Pacific Islands, New Zealand, Asia or Dubai. For returns from these areas, please contact us for details. If you are concerned about purchasing a mattress online the risk when purchasing from us is very low, essentially a potential return fee of between $150 and $250 depending upon where you live.

The 30-day home trial and free returns service is not available to any business or commercial entity, including but not limited to the hospitality industry, landlords or any party with associations to any company in the mattress and/or bedding industry. We also reserve the right to decline the service should we reasonably suspect that the offer is being abused.

The 30-day home trial and free return service is limited to the Ergoflex™ mattress range, and does not include pillows or mattress protectors.

In scenarios where an incorrect sized mattress has been purchased and an exchange is required, a collection fee will still apply. This is not covered by the home-trial offer.

How do I know if return fees are applicable?

Returning a mattress is free from the following metropolitan locations: Adelaide, Brisbane, Canberra, Hobart, Melbourne, Newcastle, Perth, and Sydney, as well as the Central Coast, and the Gold Coast.

If you live outside of a metro area then the cost to return will be deducted from your refund. If you are unsure if this applies to your address please contact us and we will confirm.
 

What happens to those mattresses that are returned?

We respect those that choose to return their mattress as we know it’s not possible to produce a mattress that every single person in Australia will enjoy. On the rare occasion that someone does return a mattress this mattress is donated to women's refuges in the Hunter Valley and Newcastle area where we are located or donated to our charity of choice RizeUp to help victims of family and domestic violence. We’ve been donating mattresses in this way since 2010.

Our Pillow & Protectors

Is the Ergoflex pillow guaranteed?

Yes, the pillow is guaranteed against defects of workmanship or materials for a period of two years. Returns period is 14 days.

Can I return my pillow if I do not like it?

Yes you can. You must contact us within 14 days should you wish to return you pillow(s). All pillows must be returned within 30 days and returned at your own expense. They must be free from any marks or stains and returned in suitable packaging to prevent damage in transit. Any pillows that are returned stained or marked or damaged will be returned to you.

Does the Ergoflex pillow fit into a standard pillow case?

Yes. The Ergoflex™ pillow is a standard size measuring 65cm x 45cm. It will however perform better in a large pillowcase that provides ample room for it to move and shape to the contours of the neck and head. All memory foam products need good air circulation to correctly mould to your body, so we recommend using a slightly larger pillowcase where possible to ensure optimum performance.

Are Ergoflex protectors guaranteed?

Yes, Ergoflex-LIFE protectors are guaranteed against defects of workmanship or materials for a period of two years. Returns period is 14 days, however we cannot accept returns once the protector has been opened, for hygiene reasons.

Can I return my protector?

Returns period is 14 days, and all protectors must be returned at your own expense, unopened and in their original packagaing. We cannot accept returns once the protector has been opened, for hygiene reasons.

Our Bed Base

How long does it take to make?

Each and every Ergoflex bed base is meticulously hand crafted to your specification and will take between 4-7 weeks to produce. Once ready we will contact you to arrange delivery.

Do you deliver all around Australia?

We can easily deliver to all metropolitan cities and most regional towns. If you can’t order at checkout please contact us as this will mean a delivery fee will be applicable.

 

Do you have a showroom where I can see the bed base prior to purchase?

We do have a showroom in the Hunter Valley, NSW where you can visit however Ergoflex is 100% online. If there is anything that you would like to know or are concerned about with regards to buying online, we welcome you to call us on 1300 791 753, 7 days a week, 8am to 8pm.

Is the Ergoflex bed base easy to assemble?

Yes it is. The Ergoflex bed base has been specifically designed to take the hassle out of assembly. All that is required is for you to screw-in the feet and pop the headboard into place. It will take you longer to remove the packaging then it will be to assemble your new bed.  If you would prefer to have assistance we also offer an assembly service.

How is the bed base delivered?

All bed bases are delivered by courier. We will always contact you directly to arrange a delivery date and time. Your bed base can be carried into your home and even be assembled for you for a small fee.

 

What if I cannot be at home for the delivery?

You can provide us with consent for your bed base to be left at your property in a safe, undercover and secure area.

How do I care for my bed base?

For general every-day spills we recommend dabbing and wiping up the spill as soon as possible with a damp cloth. For tougher stains, we recommend you consult a professional upholstery cleaner in your local area. If you are concerned about potential spills then we advise you to select the fabric protection option at checkout and we will treat your bed base with Scotchguard/ Fabric Guard for peace of mind.

What is the warranty period?

All bed bases have a 5 year warranty that covers all manufacturing faults or defects. It does not cover wear and tear or damage caused by use, accident or failure to follow care instructions.

Do you offer custom upholstery?

Yes we do. If you have a specific fabric that you would like to use, please contact us directly to discuss.




*Free delivery and returns not applicable to some locations. 30-day trial applicable to mattresses only. Pair of pillows for Double, Queen and King bed frame bundles, x1 pillow for Single, King Single bundles.

Ergoflex in the UK    Ergoflex in Australia

Copyright © Ergoflex™ 2019

Ergoflex Australia, trading name of EAU Pty Ltd. 7/2 Sabre Close, Anambah Business Park, Rutherford, NSW, 2320 ABN: 85 141 058 380

Call Us

sales@ergoflex.com.au

1300 791 753