Support

Frequently asked questions

Our FAQs have facts, figures, and all the wisdom of a privately-schooled octopus (they’re all brains).

Looking for answers? You've come to the right place.

You can reach us via email at australianorders@zinus.com or through our contact form.
We aim to respond within 1–2 business days, usually sooner.
When you order on zinus.com.au, we’ll process it within 1 business days.
From there, delivery takes 3–7 business days for metro areas and up to 10 business days for regional spots.
We’ll do our best to get your goodies to you as quickly as possible!
If you notice an incorrect address, please reach out to us as soon as possible via our contact form or email us at australianorders@zinus.com with your updated details. We’ll do our absolute best to catch it before it leaves our warehouse, though we can't always guarantee a last-minute swap!
Once your order is on its way, we're unable to change the delivery address from our end. In this case, you can reach out directly to the courier using the contact information provided in your tracking email to request an update. Please note that some couriers may charge a fee for address redirects.
Yes, we offer full and partial refunds.

Please enquire for more information about our Refund policy.
We use all major carriers, and local courier partners. Use the shipping estimator in the cart to check your shipping rates.
Oh no! We are so sorry for the mix-up with your delivery.
Please reach out to our Customer Care team via our contact form or email us directly at australianorders@zinus.com. To help us sort this out in a flash, please send through:
- Your order number (or the full name and email address used for the order)
- A photo of the delivery label on the box (this helps us double-check if a shipping label got mixed up)
- A photo of the box showing the product name and model code printed on the carton
Once we have those details, our team will get your proper Zinus goodies on their way!

We’re so sorry to hear that! We strive for perfection, but when bumps in the road happen, our products are covered by our Zinus Warranty.
To help us sort this out for you as quickly as possible, please submit a claim via our Warranty Claim Form or email us at australianorders@zinus.com with the following details:
- Your order number
- Product name
- A short description of the issue (referring to panel or part numbers from your assembly manual helps a lot!)
- Clear photos or a short video showing the fault
- A photo of the outer packaging if it was damaged during transit
Please note that if you proceed with assembling a damaged or faulty item, Zinus will not be responsible for covering additional assembly services, extra hardware, or third-party tool costs. Reach out to us first so we can make it right!
Our furnitures are designed foreasy DIY assembly and come with all the tools and instructions you need.
Because they’re made to be self-assembled, we don’t cover any third-party installation costs. Choosing professional assembly is completely optional and at the customer’s own expense.
Reach out to our customer care team, and we’ll sort it out quickly. Just let us know your order number and the part that’s missing, and we’ll get a replacement sent your way.
All our orders are shipped without the need for signature upon delivery.
However, our courier gets to decide if it’s safe to leave your package on your doorstep.
If you have placed your order via Zinus.com.au, you can cancel items or orders that haven't entered the shipping process yet by submitting a cancellation request here.

Once your order has entered the shipping process or has been dispatched, it can no longer be canceled directly. For items already dispatched, please refer to our Trading Terms & Refund Policy regarding change of mind returns. Please note that change of mind returns apply only to unopened items in their original packaging, and return shipping costs will apply.
Because we use third-party courier partners, we aren't able to book a specific date or time slot for your delivery. Couriers typically deliver on weekdays between 9am and 5pm, and drivers are unable to call ahead prior to arrival.
As soon as your order ships, we’ll send you a tracking email so you can follow its progress every step of the way.

Memory foam should just remember good things (like your sleep style) and forget the bad stuff like smelly smells. Which is why we designed our memory foam, known as BioFoam®, with natural ingredients like green tea extract, castor natural seed oil and all-natural charcoal to help absorb moisture and keep your mattress smelling fresh. All of our foams are CertiPUR-US® Certified. You can submit your product related inquiries and more here.
Wonderful things come in standard Australian dimensions - which can be found below, give or take 1-2cm.
We don't all own the same measuring tape.
Single: 91cm x 190cm
King Single: 105cm X 203cm
Double: 138cm x 190cm
Queen: 152cm x 203cm
King: 183cm x 203cm
All of our mattresses have been tested and meet the requirements of the Cigarette Smoldering Text (16 CFR Part 1632) and the Open Flame Test (1633-Federal flammability).
Yes Zinus is CertiPUR-US®certfified! Since most people spend so much time in bed, we feel like they should be snuggling on the healthiest of foams.
Certified foam is:
- Made without ozone depleting substancesMade without PBDEs, TDCPP or TCEP (“Tris”) flame retardants
- Made without mercury, lead and heavy metals
- Made without formaldehyde
- Made without phthalates regulated by the Consumer Product Safety Commission Low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million)
Our hybrid mattresses feature iCoil technology that provides support, allowing you to breakdance on one side of the bed and not wake anyone on the other side. Memory foam offers plush comfort by conforming to your body and cradling you like a cloud. Hybrid technology is the best of both sleep worlds, perfect for those who want it all or want to transition from traditional spring to foam.
You may spot clean your Zinus topper with a mild soap and clean towel. It is best not to drench the foam and always use a mattress protector to prevent any liquids from penetrating.
Our mattress toppers typically decompress within 24 hours. Rolling on or gently walking across the topper will actually help stimulate the decompression cycle.
While it may take up to 72 hours for your mattress to fluff up to its full height, it is safe to sleep on the first night. Jumping, walking and sleeping on your mattress actually helps with decompression!
Zinus mattresses are quite the catch and are compatible with not just adjustable bases but a bunch of other bases. Still, we recommend the foam with the adjustable base due to its folding nature.

Pressure-relieving comfort foam helps to improve sleep efficiency by eliminating pressure points. It aids the memory foam to conform to your body so your bones and joints sink into softness. You magically wake up with less aches and pains.
Green tea is a safe and trustworthy antioxidant, Zinus infuses its memory foam products with natural green tea extract to maintain product freshness.
We recommend taking your mattress out immediately (why wait for wondrous sleep?). If you must, don't wait longer than a week from the date the mattress was delivered.
Our mattresses are low maintenance. A bed base, platform bed frame, slatted base, adjustable bed frame would work just fine!
We recommend a flat surface to provide the mattress with extra support.
Our mattresses typically take 48-72 hours to fully decompress, but this process can sometimes take up to a week.
You are free to sleep on the mattress during this time. In fact, we recommend it! Doing so helps air flow into the mattress and aids in the decompression process.
After this time, if your mattress has not reached its intended thickness, please submit this form to begin the warranty claim process.
Ahhhh…you know that refreshing zing that hits you when you first get into a cool bed on a hot night? Cooling foam aims to extend that feeling throughout the night. The top layer of gel infused foam contours to your shape and resists body heat to keep you cooler all night long.
Yes, rotating your mattress every season will prevent uneven wear and extend mattress life. Flipping your mattress might result in all your dreams being upside down, so we can't recommend it. Our mattresses are not designed to be flipped, so flipping should be avoided, with the exception of our dual feel flippable mattress.

The quick snap bed frames require minimal assembly. All you need are two capable hands and about ten minutes of assembly time.
SmartBase frames are compact and can be folded up easily for moving, storing, and traveling! Please refer to the instruction manual and reverse the process for disassembly.
Even our biggest items like bed frames are expertly engineered to fit in one box for delivery using our patented packaging technology. Our slats and other essential parts are all included, for our upholstered bed frame you will find all pieces in the zippered compartments or pockets (and even the headboard).
All tools required for assembly are included in the box. So you can get to sleeping comfy without the hassle of looking for tools.
We do have weight limits, but they are just suggestions. We've read in product reviews that our beds have withstood much greater weights.
Here are our guidelines, excluding the mattress:
Single/King Single: 115kg
Double/Queen/King: 230kg

You can attach a headboard to all of the Zinus SmartBases using the SmartBase headboard brackets (add-on). A footboard is not applicable for this product.
The slats of our beds are at frame level so mattresses sit on top of and not inside the bed frame.
Yes. Zinus adjustable bed bases are compatible with most innerspring, foam mattresses. Today, many people prefer an innerspring or hybrid spring/foam mattress.
Regardless of which you find most comfortable, you can still enjoy the restorative relaxation offered by an adjustable bed base. If you prefer an innerspring mattress, it is important to note that mattresses with a border wire are not compatible with adjustable bases. If possible, it's a good idea to purchase your mattress and an adjustable base at the same time to create a personalised sleep system.
Yes. Zinus adjustable bed bases are compatible with most innerspring, foam mattresses. Today, many people prefer an innerspring or hybrid spring/foam mattress.
Regardless of which you find most comfortable, you can still enjoy the restorative relaxation offered by an adjustable bed base. If you prefer an innerspring mattress, it is important to note that mattresses with a border wire are not compatible with adjustable bases. If possible, it's a good idea to purchase your mattress and an adjustable base at the same time to create a personalised sleep system.

Yes, the cushions are removable; however, they cannot be turned around. i.e. back of cushion has velcro or zippers.
No tools are required for assembly. So you can get to sitting comfy even quicker!

Our sofas are made of polyester-linen fabric or boucles. The best option for cleaning is to use a mild detergent and damp cloth.
All expertly packed of course! We make sure to pack all parts of the sofa into the frame so when you've opened your sofa and think something is missing, go ahead and turn it over to find more components under the seats.

We call our warranty the Zinus handshake. We strive really hard for perfection, but despite our best efforts, mistakes do happen. In case there are any faults in the materials you receive or any kind of manufacturing defect, we'll make sure you are taken care of as fast as you can say, "There's a box on my doorstep.” If you have any issues with our warranty or questions about your product, give us a shout. Please feel free to submit a request and/or inquiry and we will get back to you shortly.
We strive really hard for perfection, but despite our best efforts, mistakes do happen. In case there are any faults in the materials you receive or any kind of manufacturing defect, we'll make sure you are taken care of as fast as you can say, "There's a box on my doorstep.” If you'd like to start a warranty claim process, please submit a warranty claim request here.
Useful Link: Customer Support Request Form

We’re glad you asked because it gives us the chance to say, “vertically-integrated company.” What does that mean? It means that we own every part of the design, manufacturing and distribution process.

Designed in South Korea, we manufacture our products worldwide across Asia and North America.
We’re currently an online-only store, so we don’t have a physical retail outlet.

We ship to all mainland Australian states, and while we would love everyone to enjoy a good night sleep. However, Australia is a vast land and there maybe couple of regional areas we just can not reach.
Our couriers aren't always provided with work phones, so they aren't able to call ahead on the day of delivery.
Your tracking link will include an Estimated Time of Arrival (ETA) to give you an idea of when to expect your delivery. Keep in mind that this is just an estimate. Real-world traffic and courier schedules can change, so your order might arrive a little earlier or later than projected.
We wish. All orders are shipped for weekday delivery.
Once your order is placed, our team gets straight to work to dispatch in-stock items within 1–2 business days.
If you know you won't be around to receive your delivery, we recommend using an alternative shipping address.
Our couriers deliver to the ground floor or main entrance only, so they won't be able to carry boxes upstairs or into lifts.
Drivers aren't permitted to transport items up stairs, into elevators, or inside upper-level units due to safety guidelines. Please arrange for an extra set of hands if you need to bring your delivery upstairs!

Sadly, No. In order to keep our prices as economical as possible, we do not offer take away services for old mattresses or foundations. We encourage you to reach out to a not-for-profit organisation in your area for potential mattress and furniture donation programs. Some cities also offer pickup services.
Orders placed on zinus.com.au are delivered within mainland Australia, so we can't ship overseas from our Aussie store.
However, Zinus is available around the globe! If you're ordering for someone in the US, New Zealand, Canada, Japan, or Europe, simply use the country selector at the top of our website to jump to your local Zinus store. Just keep in mind that product range, pricing, and stock vary by region, and we can't transfer orders or stock between countries.
We currently do not offer a trial period in Australia.
For decompressed mattresses, we suggest having the item donated to a non-profit organizations such as the Salvation Army, Vinnies, Planet Ark, Lifeline or Softlanding since they do provide free local pick ups.
You can also donate to local churches or any non profit organization of your choosing so long as you are able to get a proof of donation or a receipt.
Once you have the proof of donation, have it sent to australianorders@zinus.com so we can initiate the refund.
If you are unable to donate the mattress to a non-profit organization or a local church, we advise that you dispose of the item at any local mattress disposal or recycling center in your area. There are some organizations that will provide free pickups for large furniture disposals such as mattresses.
Be sure to ask for proof of your disposal receipt with the address and contact number of the place of disposal and/or photos of the item being retrieved from your possession, which you can then forward to australianorders@zinus.com to begin the review process.
If you've purchased your Zinus product from any one of our approved partner retailers, it's best to reach out to the retailer directly with any questions for the quickest support.