FAQ

We can only ship within the country of Australia.

We provide free shipping Australia-wide.

Please kindly note that for ODA areas, we might not be able to provide free shipping and order execution. We kindly ask for your understanding.

Our free shipping scope is within $200, if unfortunately, the shipping fee has reached this threshold, we will kindly reach out for your choices and decisions.

Please do not use a P.O. Box when filling out the shipping address.

You will receive your delivery in 1-7 business days.
Regional delivery areas are still entirely free. It takes us a bit longer to reach you, so you might receive your delivery in up to 10 days if your area is far from the centres.

We can only ship within the country of Australia. We provide free shipping Australia-wide. Please kindly note that for ODA areas, we might not be able to provide free shipping and order execution. We kindly ask for your understanding. We will elaborate on a detailed list of ODA zip codes in the coming days.

Yes, we will deliver it "to the door". But don't worry about moving it inside your house because it will be "Mattress In Box", which is EASY for you to place it everywhere you like!

We will be needing your door number and address for mattress orders.

You could change it before we assign your delivery because it's tough to change the address when the package is already on the way. Please inform us as soon as possible, and we'll do our best to help you.

If you wish to return a mattress, we would kindly need you to describe your problems with this mattress, then we kindly need you to donate the mattress to a charity, then we will refund you fully.

See details here: https://newentor.com.au/policies/refund-policy

Newentor accepts major Credit Cards-Visa, MasterCard, American Express and also Paypal and Afterpay.

Yes. You could select the Afterpay payments to get interest-free. It will transfer to the Afterpay applications to finish your payment.

We provide you 120 nights to ensure the bedding is suitable by sleeping on it, guaranteed by offering a full refund if you would like to return.

If you wish to return, you would need to contact us via service@newentor.com.au, and let us know what the problem you encountered with our products.

Then we would kindly need you to donate the mattress to a charity, currently, we won't be able to arrange this for you or reimburse any cost incurred in the process.

Upon receiving the picture of the donation, we will refund you fully on the same day.

As soon as the item is properly handled with picture as proof, we will refund you on the same day.
It usually takes 3-7 days for it appear on your account.

If you consider your product might have a defect and you are the original buyer, contact us to sort this out for you quickly.

A brief written description and photos of the problem or condition that you believe constitutes a defect are needed to help us understand your issue. This allows us to speed up your claim.

For more warranty information: Warranty Page.

Yes, you could put the electric blanket on top of the mattress topper, it is fine to use.

Yes, our mattress topper can be used on adjustable beds.

Yes, you could unzip the topper to shape the foam, it is doable.

Yes. Thanks to the side zip design, you can remove and wash the cover conveniently. It's machine washable & low-heat drying.

Our Topper is tested to last, so we offer a full 10-year Warranty. The Warranty starts on the delivery date of the Topper and lasts until the end of 10 years from that date.

For more Mattress Topper Warranty information: Warranty Page

We currently have two thickness levels, 7cm and 5cm.

The size of our Newentor Topper adheres to standard Australian dimensions, as follows

Width*Length

Single: 92*188
Long Single: 92*203
King Single: 107*20
Double: 137*18
Queen: 153*20
King: 183*20
Super King: 203*203

Pretty easy to install. Just use your existing mattress as a base and lay our Newentor Mattress Topper directly on top. You're ready to enjoy a comfy sleep. The size of our Topper adheres to standard Australian dimensions.

If the topper is slipping in any way, consider using a deep sheet mattress protector to wrap all items.

We have updated the pillow design and now it is adjustable with two extra layers.

So in total you could have four types of pillow heights, 9cm, 11cm, 12cm and 14cm.

Yes. Thanks to the zip design, you could remove and wash the pillowcase conveniently, but not bleach.

It's made of Gel memory foam, a High-elasticity sponge, a skin-friendly pillow case and an invisible zipper. The material is CertiPUR-US Certified, which ensures safety and quality, with no toxic or harmful chemicals.

It's a 2 in 1 Design! We innovate a 2 Side Design to provide different firmness in one pillow and make sure it suits both back and side sleepers

Memory Foam Side - Perfectly designed for back sleepers or those who prefer a soft pillow.

High Elastic Foam Side - Specially designed for side sleepers or those who prefer a firm pillow.

In case, you need more height, you could easily insert the extra one layer or two inside the pillowcase.

We offer a full 120 Day Warranty to meet the high standard quality of your home use. The Warranty starts on the delivery date of the pillow and lasts until the end of 120 days from that date.

For more Pillow Warranty information: Warranty Page

Yes, our mattresses can be used on adjustable beds.

Yes, you could put the electric blanket on top of the mattress, it is fine to use.

We have different heights for the mattresses.

Currently, the Hybrid Mattress is 25cm, the Hesperis Mattress is 18cm and 22cm respectively.

There are seven sizes.

Width*Length

Single: 92*188
Long Single: 92*20
King Single: 107*20
Double: 137*18
Queen: 153*20
King: 183*20
Super King: 203*203

Pretty Easy! We have three interchangeable layers for the Hesperis Mattress that you can adjust the firmness to meet your best comfort.

Gel-Visco Memory Foam: Put this layer on top to achieve a softer H2 hardness. Absorb the pressure and release the pressure points to experience a weightless sleep.

High-density Q-stretch foam layer: Put this layer on top to achieve a medium H3 hardness. Adapt to your body shape until the pressure has been released entirely and offer comfort with additional support.

Highly elastic comfort foam: Put this layer on top if you prefer a firmer mattress. This Foam gives optimal stability to your back.

Our Newentor Mattress is suitable for all frames. It can be placed on Slatted frames, Box Springs, Foundations and also on the floor. All of our sizes suit Australian standards.

Unlike the expensive mattress sales layer by layer, we cut the cost of middle man commission and retail store mark-up, bringing the bedding from the manufacturer to your home directly through Easy Online Shopping.

Try the mattress just at your home at ease to make sure you enjoy the feel of a comfortable hotel bed that will make every night feel like a holiday. You could trial it for 120 nights.

Our mattresses are tested to last, so we offer a full 10-Year Warranty. The Warranty starts on the delivery date of the mattress and lasts until the end of 10 years from that date.

For more Mattress Warranty information: Warranty Page