Shipping & Returns

As an Aussie local business, we keep things simple. You can find all our relevant information in the drop-down FAQ below. 
Feel free to contact us via Email for any further queries: [email protected]

All our products are posted from our Showroom in Malaga, to all Perth suburbs and free delivery to all Australian metro areas. As our range is Made-to-Order, delivery can vary:

Australia-wide Delivery:  We post orders out on Monday’s and we send an email with your Tracking Link as soon as it leaves our warehouse! 

  • Timber Bed Base: Manufacturing process can vary in time-frame, please see the Bed Base section for updated info. Delivery turnaround is usually 5-10 days.
  • Latex Mattress / Pillow: Orders take under 1 week to prepare, with Delivery an extra 5-7 days. 

Perth Delivery: Local orders are generally ready slightly faster. We use a local delivery driver, who heads out on Saturday’s from 10.00am until late afternoon. 

*Note: To minimise excess packaging, for Malaga pickup’s or local deliveries we provide your pieces as they are and not in boxes.

*Note: If you purchase both Bed Base + Latex Mattress, they will be shipped together unless stated otherwise.

*Important: In some cases, not all boxes arrive in the same delivery. This is due to the delivery service provider. This delay is generally only for 1-2 days before all contents arrive. 

If you’re here in WA, you can opt to collect your order from our warehouse in Malaga for a discount!

Collection is simple and easy, we’ll email you as soon as it’s ready for Pick-Up.

All local orders must be collected within these hours to ensure a team member is here to assist you:

Monday to Friday: 10am to 4pm
Saturday: 10am to 2pm
Sunday: Closed

Any collection outside these hours must be made by appointment only.

Will it fit in my car?

Our Timber Bed Bases will fit in any car as long as the rear seats go down, with the longest part being 204cm. Our All-Latex Mattresses are individually rolled and vacuum-sealed, for super easy transportation. For reference, you could fit about 5-6 layers in a Hatchback car.

*Note: To minimise excess packaging, we provide your items as they are, so sufficient support in the car is recommended.

Australia-wide Delivery: Free to most metro areas, otherwise $70. You can check your postcode in our Bed Base and Mattress pages or at Checkout.

Perth Delivery: Free to all areas. 

Perth Pickup: $100 Discount per Bed Base and Mattress collected.

100-Night Trial Guarantee

If you aren’t happy with any of our products within 100-Nights, get a Full Refund for your piece of mind. Applies to Bed Bases, All-Latex Mattress, and Latex Contour Pillow.

100-Night Comfort Guarantee

Latex Mattress too soft or too firm? You can swap out an entire layer with us within 100-Nights for FREE. Applies to both 2-layer and 3-layer Mattresses.

If you’re upgrading from a 2-layer to a 3-layer: We’ll send you the new layer and an updated invoice (you’ll just pay the difference between a 2/3 layer), as well as the correct Organic Cotton cover size.

Returning a Latex Mattress Layer

We’re extremely confident in our products and returns are rare, but for your peace of mind we still offer the option of returning any of our products for a full refund – on the odd chance they don’t suit you. We know some other companies offer completely ‘free’ returns – but as a small family business with bulky, high quality products – our margins are lower and our shipping costs are higher. We can’t afford even the odd customer returning a product within 100 nights, for reasons that are sometimes not even about the product’s quality.

But to show we’re still confident in our products – we only ask for the return delivery cost – and we will cover the original delivery charge, and the loss on the product (as we can only resell it heavily discounted as ‘used’, if at all). Depending on the shipping charges and whether we can reuse the materials, we may ask a local charity to pick it up instead – we’d hate to waste too many natural resources.

Upon return of the product, we will refund you in full minus the following maximum return delivery costs:

  • Timber Bed Base: Capped at $150
  • 2 Layer Mattress: Capped at $200
  • 3 Layer Mattress: Capped at $250
Further, if you were outside our free delivery area and we charged you an extra fee for delivery, this fee is also nonrefundable. We hope that sounds fair!

Website: https://startrack.com.au/support

Track your Item: https://startrack.com.au/track/search

Call StarTrack directly on 13 23 45.

8am to 6pm, Monday to Friday.

If you’re in WA, we’re available 8am to 5.30pm, Monday to Friday.

Excludes public holidays.

For Australia-wide Delivery: Our Timber Bed Bases are easily compacted in two packages when posted out to you anywhere in Australia, one for the Base + optional Headboard (204cm long and 22-32kg), and one for the Pine Slats (60-80cm long and 20-24kg). These dimensions are based off of King and Queen sizes.

Latex Mattress layers are individually rolled and vacuum-sealed and sent in separate boxes.

For Perth Pickup: If you collect from our Malaga showroom, we personally hand you your Timber Bed Base, to avoid extra packaging and unnecessary plastic waste. Our beds can be placed in any size car as long as the rear seats go down, as the longest piece usually measures 204cm.

Latex Mattresses are individually rolled but not vacuum-sealed, we hand you each layer in strong durable packaging.

Our Timber Bed Bases in the Standard or Floating design have the following weight dimensions, as compacted in the two packages.

  • Our timber is surprisingly light, and easy to manoeuvre 
  • With packaging, both boxes can vary up to 20-30kg
Below are the sizing dimensions of the Standard Timber Bed Base:
*Note: The Floating Design have the same internal + external dimensions, but the legs are hidden beneath the frame. This does not impact any weight-bearing capacity and is just as sturdy.

            

*The above design shows our old Headboard, there is no ‘curved’ triangular headpiece, and is now one straight beam on a slight angle. All dimensions remain the same.

Warranty, Guarantees & More

Unrivalled Warranties

We offer huge warranties on all our products as we only sell quality, durable products that are not going to degrade over time. And since we’ve been doing this over 30 years, we’re extremely confident in offering these unmatched quality guarantees.

Our Latex Contour Pillow is guaranteed to outlast any regular pillow – with a 10-Year warranty against ANY 20mm sag or indentation that is not a result of improper use.

We will replace or repair your mattress or a layer within it if there is more than a 20mm visible indentation or ‘sag’, or there is any another manufacturing defect that is not a result of improper use. Covers normal domestic use only.

Yep that’s right. We’ve been doing this for so long and with so few issues, we’re prepared to offer a lifetime guarantee against any break, creak or squeak in your bed base. 

We’ll replace ANY part of your bed at ANY time for FREE!

100-Night Return Guarantee

To show our confidence in our products we are happy to offer a full refund upon return of the product at the customers expense, giving you a full 100 sleeps to test it out.

We price our products very fairly to their very high quality, and therefore cannot offer to cover the return postage, as there have been many cases of customers buying products with the aim of returning them within the guarantee period. We will work with you however in helping to organise the pick up and return of your product.

We’re always here to help, so message us on Facebook if you’ve got any queries.

First, we would encourage you to spend at least 10 days on your mattress to allow your body to adjust to the natural latex.

If you are still not happy and your mattress allows for it, we find many firmness issues can be solved instantly at home by rearranging the layers. If you’ve exhausted all your options, we can replace an entire layer.

If however, you are still not happy with your mattress, you have up until 100 days for a full return and refund, to give you time to fully trial the mattress in your own home.

*Note: Return postage fee at customer expense.

The same goes for our Latex Pillow – trial for at least 10 nights to adjust to the feel of natural latex, while also adjusting its height to your preference.

Remember, if you’re switching from an old, basic cotton pillow, you must allow this time for your body to adjust! Latex is a far superior, durable material that’s going to last you many years.

However, if you still aren’t happy after the minimum 10 Nights, the 100-Night full refund guarantee still applies.

For peace of mind, we also offer a 100-Night Full Refund guarantee on our bed base if you happen to not like it or change your mind.

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Our Organic Cotton Covers
Due to COVID's ongoing effect on supplies, some sizes now come with our stretchy organic cotton cover, instead of our quilted version (the majority of our stock). We are not yet sure which cover will become our primary one in the future.

But don't worry - both covers provide an equally premium, healthy barrier to your body (using 100% GOTS-certified cotton) - while not impacting the feel of the supportive and durable latex inside. Your cover can always be replaced at a later date too.

Stretchy organic cotton cover:
Buy a Base with a Mattress and SAVE 5%!
Buy at least 1 of our Australian-Made Timber Bed Bases and at least 1 of our Certified Natural Latex Mattresses to save 5% off your ENTIRE ORDER!

Simply enter code BUNDLE5 at checkout today!
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