Frequently asked questions
1300 982 325 email@example.com
We’ll contact you after you’ve placed your order to discuss delivery times and work out something that suits you.
If you live in the metro suburbs around Sydney, Melbourne, Perth or Brisbane, you can usually expect to receive your goods within 4 working days of placing your order. Outside of these areas, delivery can take between 8 and 10 working days. See our delivery page here for information about deliveries to your suburb.
Please contact us before you place your order if you have a particular date that you need delivery to or if you have any concerns about our delivery process.
We deliver throughout metro areas of Melbourne, Sydney, Canberra, Brisbane, Adelaide & Perth.
We also deliver to some major regional towns in QLD, NSW, VIC, SA & WA. You can check your suburb in the postcode checker at the top of every page to see if you’re part of our free delivery area. Or use our live chat, give us a call on 1300 982 325, or email us at firstname.lastname@example.org if you’re not sure if that includes your address.
We offer delivery and installation at no cost to you.
Two of our delivery team members will deliver your products with the upmost care into any room in your home, even if you have several flights of stairs.
Once you place your order, we’ll email you our Staircase delivery guide. If you do have stairs, please take the time to check this guide and let us know in advance if we may encounter any delivery difficulties.
When we contact you after you place your order, we will work with you to find a time that is convenient for you. But you can always call us before you place your order and check that date or reserve that date.
You can also delay the dispatch of your order if you don’t need it within a few days.
Of course! Please let us know at least one day before your scheduled delivery.
Of course! Order cancellations will be fully refunded if you call us on 1300 982 325 the day before your delivery is scheduled. After that time we will deduct a $99 delivery cancellation fee from the refund of your purchase price.
Please make sure that an adult, 18 years or over is at home to receive your products at the time of delivery.
You can always request for us to leave the mattress somewhere safe outside of your home, but we need to know this at least one day before your scheduled delivery.
We currently only deliver during working days Monday – Friday 8.00am to 4.00pm.
We ask for a 2 or 3 hour window when we arrange the delivery with you.
Our drivers need to plan the best route around the delivery area each day and sometimes delays (like traffic jams!) are unavoidable.
No dramas! We'll try to contact you before we leave, but if we're not able to get in touch with you and you are not at home we will take your order back to our warehouse and you will have the option of rescheduling the delivery or cancelling the order for a full refund less the $99 transportation cost.
At this time, in order minimise our delivery staff’s exposure to anything that may compromise their health, we are not able to remove old mattresses. We’re hoping to reinstate this service again soon and apologise for any inconvenience that may cause.
Unlike all of the bed-in-a-box online sellers, we deliver our products directly to your home, inside and even upstairs to your bedroom.
We won’t leave your bed for you to lug upstairs on your own!
We will deliver your products with the upmost care into any room in your home. Please help us by taking the time to checking our Staircase guide here and letting us know in advance if there are going to be any delivery difficulties.
We will certainly try our best to get your mattress up those stairs!
Please check our Staircase guide here and let us know in advance if there are going to be any delivery difficulties.
If the mattress won't fit, we'll give you the option of leaving it downstairs or taking the mattress away and issuing you with a refund.
We give you 100 nights from the time that the mattress is delivered to see if the mattress suits you.
We ask that you give it a decent trial of 30 nights so that your body can fully adjust to your new mattress, but we don't have a minimum time that you need to keep it.
If you would like to return it or replace it, we will come and pick the mattress up at no extra cost to you.
We require that you keep the canvas carry bag that the mattresss came in so that it can be carried out of your home.
If you would like a refund, we will refund you 100% of the purchase price, no questions asked.
Just give us a call at 1300 982 325 or email us at email@example.com and we will organise to exchange the mattress for the softer or firmer version.
We’ll pick up the old mattress and deliver the new one into your bedroom, with no swap-over fee.
Please understand that by exchanging your mattress, this will effectively end your sleep trial – as the trial is valid for one exchange or for one refund only.
Please contact us at 1300 982 325 or email us at firstname.lastname@example.org and we will take care of the rest.
In Australia, it is illegal to sell mattresses as new when they have been used.
If a returned mattress comes back to us in good condition, we steam-clean these and donate them to a charity.
It is for this reason that we ask you to keep your mattress clean and stain-free. There are many charities who are very happy to be able to give people in need a comfy mattress to sleep on.
If the mattress comes back in a poor condition, we take these immediately to a mattress recycler so that the components can be recycled. This is costly for us, but it helps for us to keep mattresses out of landfill.
We ask for your patience when you are waiting for your refund. In most cases, we process the refund immediately once we have collected your mattress and this means that the funds are withdrawn from our account immediately.
However, your bank, together with our payment processor may take more than a week to process back to you.
Please understand that this is out of our control.
Unlike most mattress retailers, we manufacture our own mattresses instead of purchasing them through a third-party manufacturer (who also make a mark-up).
As well, our online only model saves you money.
Bricks and mortar bedding stores pay extremely high rents to be in high-traffic locations.
Because we have no retail rents, we can bring you our super-comfy mattresses without the excessive mark-ups.
When you purchase a Sherman mattress, we give you 100 nights to try out the feel of the mattress to see if it’s right for you.
If it’s not, we will replace it with a different feel or refund you 100% of your purchase price, with no fees to come and pick the mattress up again.
We list the dimensions and weights of all mattresses on our product pages - click on the size of mattress then click "Dimensions" under the mattress sizes.
Our mattresses are suitable for any slatted bed base, as long as the slats are rigid.
We don't recommend flexible slats or slats that are spaced more than 70mm apart.
We strongly recommend not using an old-style sprung bed base.
Read more about suitable bed bases here.
At Sherman we have a very strong green initiative, which means that we only use eco-friendly CertiPUR-US foams.
Our foams and fabrics contain no ozone depleters, and no PBDEs, TDCPP, TCEP or any other flame retardant that have been identified by the Environmental Protection Agency as possibly harmful.
Our foam is also made without formaldehyde, phthalates, mercury, lead or other heavy metals fillers sometimes found in foam.
Unfortunately, you will get this with all new mattresses, regardless of where they are manufactured or how they are packaged (a little bit like when you first drive your brand new car!).
Sherman mattresses certainly have less smell than any mattress-in-a-box product and any odour will dissipate very quickly once the mattress is out of it’s cloth bag.
In your own home!
We offer you a 100 night sleep trial. If, during this time you don’t absolutely love it, we will take it back and offer you a replacement or a full refund at no cost to you, and no hassle!
We have a showroom open Tuesdays to Sundays 10.00am -4.00pm at 2/663 Victoria St, Abbotsford VIC
Our mattresses are single-sided, they are not designed to be flipped over, but should be rotated every few months to ensure the comfort layers wear evenly.
Our mattresses are hand-crafted in a traditional style, pocket spring construction.
We know that this is the best style of mattress for most people.
Unlike most Australian mattress sellers, we don’t hide our exact specifications of foams and springs, you can view these on the product page of each type of mattress.
Our mattresses are hand-crafted in a traditional style, pocket spring construction.
We start with a robust spring unit, complete with sturdy support frames around the top and bottom of the unit.
We then build the rest of the mattress around this, constructing and sewing the border fabrics, comfort layers and quilt into place.
This traditional style of construction ensures your mattress will last for many years.
No, unfortunately our mattresses are not designed to bend with an adjustable bed base. We encase our pocket spring units in dual support frames which are essential for structure and integrity and not designed to bend. This is also the reason that our mattresses can’t be rolled up and shipped to you in a box.
Mattresses don’t generate their own heat, but they sure can hold on to your body heat!
Our mattresses are an innerspring style, which means that they are up to 8 times more breathable (retaining much less body heat) than solid foam mattresses.
We have an article about avoiding heat build up in a mattress here.
We manufacture our mattresses in Guangzhou, China. This is not just to save you money but because this particular area is considered to be the leading mattress manufacturing area in the world. We employ specialist, highly-trained mattress construction experts and use the best quality components that we can get our hands on, like fully certified CertiPUR-US foam.
We recommend that your mattress be vacuumed and aired regularly to keep it clean. To spot clean, use a damp cloth with a small amount of washing liquid or dry carpet-cleaning powder, following the products instructions. Innerspring mattresses should never get wet or be steam-cleaned.
Absolutely! But you might want to wait until our delivery team have left!
You sure can! Unlike some solid foam mattresses, using an electric blanket on Sherman mattresses is perfectly fine.
Please, please, please use a mattress protector! This is not a pre-requisite for our 100 night sleep trial but is essential for keeping your mattress in the best condition and extending it's life.
To manufacture a mattress that can be compressed and rolled up, you need to start with a solid foam slab, or a foam box. Even when a bed-in-a-box has springs, these can only be "layers" of springs inserted into the foam. These springs are for comfort, not support.
Sure, we could easily make a mattress in a box, but we know that nothing beats a traditional pocket spring mattress for support, comfort and longevity.
We offer a comprehensive 10-year manufacturers guarantee on all of our mattresses. You can find that mattress warranty here.
Please contact us 1300 982 325 or email us at email@example.com to let us know of your issue.
We need to be notified of any issue within 30 days of you noticing the problem.