Frequently Asked Questions

How fast will I receive my order?

All our deliveries are fast & free!

You will receive your free delivery within 5-11 business days of order, depending on your region

How do I unbox the mattress?

Upon unboxing the mattress, allow it to expand for a few minutes before utilisation. Do take note that on an average, it would usually take at least 48 to 72 hours for the mattress to fully inflate.

How do I go about changing my shipping address?

Please contact our live chat support immediately or email us at [email protected] with your order number.

Do you have a mattress disposal service?

As of now, we do not collect or dispose of old mattresses.

How does the 120-day money-back guarantee work?
The 120-day trial begins when the mattress is delivered to your home.
 
Once the mattress has arrived, all you have to do is test the mattress in the comfort of your home.
 
If you feel the mattress is not for you, kindly email our customer support team with your order details. You can contact them directly through: [email protected].
 
We will pick up your mattress at home for free, and donate it to the Australian Salvation Army.
Is the return really 100% free?

Yes, 100% money-back guaranteed, no hidden charges.

We can afford to do this because close to 100% of customers are satisfied with their mattress, making the return rate negligible

Is the return process super quick and easy?
Yes, it’s so simple!
 
Just send an email to [email protected] with
a) Order number
b) An image of the mattress
c) Reason for the return
 
Then we’ll arrange for your mattress to be picked up from your residence for free
 
After the return, the refund will take 7-14 business days to process. We process the refund very quickly, but local banks will take a while to get your money back to you!
 
* The refund will then be made directly back to your original payment method

LEARN MORE

When does the trial period begin?
The 120-day trial begins when the mattress is delivered to your home.
 
Do I need to keep the mattress box for a full refund?

No need! You can return the mattress without the box, as special machinery is required to vacuum-seal and pack a mattress.

What if the mattress is not as new when I return it?

Not to worry, we will uphold our 120 Day Trial promise as long as the mattress is not extensively damaged and it is returned within 120 Days. Please refer to our Terms and Conditions for more information.

learn more
Where does my mattress go once returned?

Every refunded mattress is donated to Salvation Army Australia to be donated to a person in need. This not only lends a helping hand to those that need it, but also minimises harm to the environment!

How firm is the mattress?

The mattress firmness level adapts to the weight of the user, it can be anywhere between 6 – 7 (on a scale of 1-10).

This the firmness level that preferred by the vast majority of Aussie sleepers, and is also the ideal firmness recommended by sleep experts for adequate back support.

Mattress Specs & Dimensions

Dimensions: Width x Length x Height

Single
Dimensions: 92 x 188 x 27cm
Weight: 21kg

King Single 
Dimensions: 107 x 203 x 27cm
Weight: 26.5kg

Double
Dimensions: 138 x 188 x 27cm
Weight: 30kg

Queen
Dimensions: 153 x 203 x 27cm
Weight: 37kg

King
Dimensions: 183 x 203 x 27cm
Weight: 44kg

What is the mattress made of?

Top Cover
100% Natural Tencel™

Core
HEXAGRID™
Premium Australian Wool
Natural Bamboo foam
Polyurethane Edge Support
Antigravity Springs

Grey Perimeter Layer
Cotton blend

Does the mattress need to be rotated?

Most mattresses do, but not the Origin Hybrid does not. Our AntiGravity Springs are custom-built to keep their shape while supporting the maximum recommended weight daily without rotation

Is the mattress good for those with allergies?

Yes! The Origin Hybrid® Mattress is anti-dust mite, anti-bacteria, hypoallergenic and made with 100% natural materials with higher hypoallergenic properties.

What type of bedframe do you recommend?

Any flat bedframe will work well with the Origin Mattress (slats too). You can even use it on the floor if you like! However we don’t recommend using the mattress with an adjustable bed base as it might damage the comfort pocket springs in the long run.

How does the mattress regulate temperature so efficiently?

The mattress cover is highly breathable, allowing airflow to transfer body heat to the HexaGrid™ layer below,

And then that’s when the temperature regulation kicks in.

When your body is warm, the HexaGrid™ wlil expand, promoting airflow to cool you down

And when you’re cool, the HexaGrid™ contracts, trapping heat and keeping you warm.

Both layers work in synergy to keep you at the ideal temperature for uninterrupted, weightless sleep.

How does the mattress absorb movement for peaceful sleep?

The Origin Hybrid comes with motion isolation technology, such as top class memory foam and a pocket spring base material that absorbs kinetic energy from movements.

All so you can stay blissfully asleep even when as partner moves in and out of bed!

What Quality Marks & Certificates has the mattress been awarded?

The Origin Quantum complies with CertiPUR-US® and CeriOEKO-TEX®.

These certifications assure that our products are tested in independent labs, are free of harmful substances and are safe for all (including babies & toddlers).

How does the mattress keep its firmness over such a long period of time?

Quality materials, and quality craftsmanship.

All our mattresses are stress-tested to ensure than they remain comfortable, supportive and durable for as long as you need them to.

What weight is the mattress suitable for?

The Origin Hybrid Mattress’s weight limit per mattress size is as follows:

1. Single and king single: 100kg total
2. Double: 200kg total
3. Queen & King: 240kg total 

Adjustable firmness is a marketing ploy more than anything. For example, did you ever hear anyone complain about the firmness of a mattress in a 5-star hotel? Not really, cause a good mattress is able to perfectly adapt to the weight of the user

Does the mattress come with a removable cover?

The Origin Hybrid mattress does not have a removable cover.

How long is the warranty for Origin Mattresses?

15 Years

This warranty covers the following:

  • Visible indentations greater than one (1) inch (2.54cm) resulting from flaws in manufacturing and not from normal wear and tear. Normal wear and tear requires that the mattress be continuously supported by a proper bed frame to support the collective weight of the mattress and its user(s).
  • Any physical or structural flaw in the mattress that causes foam to split or crack, despite normal usage and proper handling.

This limited warranty does not cover the following:

  • A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
  • Individual comfort preferences relating to firmness, design, materials and feel.
  • Physical and/or structural damages including, but not limited to, stains, burns, tears, cuts, or liquid damage resulting from use by the customer.
  • Damage due to use with an inappropriate foundation.
  • Damage incurred by transportation after initial delivery provided by Origin.
  • Damage resulting from washing or drying the mattress cover.
  • Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, dented/dirty carton boxes, etc.
  • Any warranty claim is only applicable within the country of original delivery by the original purchaser.

Origin Sleep will, at its sole discretion, determine whether a repair or replacement of a defective mattress is appropriate.

How long is the warranty for Origin Mattress Toppers?

3 Years (from date of receive)

This limited warranty covers the following:

  • Visible indentations greater than one (1) inch (2.54cm) resulting from flaws in manufacturing and not from normal wear and tear. Normal wear and tear requires that the mattress topper be continuously supported by a proper mattress to support the collective weight of the mattress topper and its user(s).
  • Any physical or structural flaw in the mattress topper that causes the foam to split or crack, despite normal usage and proper handling.

This limited warranty does not cover the following:

  • A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
  • Individual comfort preferences relating to firmness, design, materials and feel.
  • Physical and/or structural damages including, but not limited to, stains, burns, tears, cuts, or liquid damage resulting from use by the customer.
  • Damage due to use with an inappropriate foundation.
  • Damage incurred by transportation after initial delivery provided by Origin.
  • Damage resulting from washing or drying the mattress cover.
  • Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, dented/dirty carton boxes, etc.
  • Any warranty claim is only applicable within the country of original delivery by the original purchaser.

Origin Sleep will, at its sole discretion, determine whether a repair or replacement of a defective mattress is appropriate.

How long is the warranty for Origin Pillows?

2 Years (from date of receive)

This limited warranty covers the following:

  • Visible indentations greater than one (1) inch (2.54cm) resulting from flaws in manufacturing and not from normal wear and tear.
  • Any physical or structural flaw in the latex pillow that causes the foam to split or crack, despite normal usage and proper handling.

This limited warranty does not cover the following:

  • A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
  • Individual comfort preferences relating to firmness, design, materials and feel.
  • Physical and/or structural damages including, but not limited to, stains, burns, tears, cuts, or liquid damage resulting from use by the customer.
  • Damage due to use with an inappropriate foundation.
  • Damage incurred by transportation after initial delivery provided by Origin.
  • Damage resulting from washing or drying the pillow cover.
  • Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, dented/dirty carton boxes, etc.
  • Any warranty claim is only applicable within the country of original delivery by the original purchaser.

Origin Sleep will, at its sole discretion, determine whether a repair or replacement of a defective mattress is appropriate.

How can I claim my warranty?

Claims covered under these limited warranty may be made by reaching us at [email protected]

IMPORTANT

If you notice that your product or its individual components are damaged upon unboxing, please notify us immediately in writing by email at [email protected] within three (3) hours of receipt of your delivery.

In order to process an exchange or replacement part request, we will require photos of the damaged component(s) before they have been used for assembly. Claims made after three (3) hours of receipt of delivery are subject to fees.