Frequently Asked Questions

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

FAQ Topics

Where can I try out a Zinus mattress or bed frame?

Unfortunately, we don’t have a retail space that would allow you to come in and try out the goods. However, we have an expert customer care team that can get extremely specific and answer any questions.

How do I know when an item I want is back in stock?

Please reach out to customer service on the product you are inquiring about and we will be more than happy to give you an update on the product you are looking for!

Where are Zinus products manufactured?

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.

Right now, our product designers are based in South Korea and our manufacturing factories are in Xiamen, China, Indonesia and Italy.

Why is the mattress topper slightly smaller than my mattress?

The mattress topper is made a tad bit smaller because they tend to spread out with use and shouldn't hangover the edge. This avoids pulling or tearing the topper while getting out of bed.

How long does a mattress topper take to fully decompress?

Our mattress toppers typically decompress within 24 hours. Rolling on or gently walking across the topper will actually help stimulate the decompression cycle.

How do I clean a mattress topper/pad?

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.

What are the dimensions of your mattresses?

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

Do Zinus mattresses contain fire retardants?

We know there are so many chemicals in fire retardants, so we’ve created a chemical-free fire barrier in every mattress. So you can sleep without nightmares of fires or weird fire-stopping chemicals.

What is the difference between cooling gel infused memory foam and traditional memory foam?

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.

Does the Zinus quick-snap bed frames require assembly?

The quick snap bed frames require minimal assembly. All you need are two capable hands and about ten minutes of assembly time.

Is the SmartBase easy to take apart and move with?

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.

Do I need a box spring with a Zinus Smartbase?

Our Smartbases do not require a box spring, in fact the added height is meant to replace the box spring and provide you with ample storage space using our "Smart" patented design.

How do you fit an entire bed frame with all its part in a single box?

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).

Do I need any tools to assemble my Zinus bed frame?

All tools required for assembly are included in the box. So you can get to sleeping comfy without the hassle of looking for tools.

Do I need a box spring with a Zinus bed frame?

Box Springs are not required for our bed frames, as our platform beds come with slats.

How do you deliver a sofa in one box?

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.

Do I need any tools to set up my Zinus sofa?

No tools are required for assembly. So you can get to sitting comfy even quicker!

How do I clean a Zinus sofa?

Our sofas are made of polyester-linen fabric. The best option for cleaning is to use a mild detergent and damp cloth.

Are the seat cushions for the Zinus sofas and loveseats removable?

Yes, the cushions are removable; however, they cannot be turned around. i.e. back of cushion has velcro or zippers.

How do I claim warranty?

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

The Zinus Warranty

ZINUS Pocket Spring and Foam Mattress 10 year Worry Free Limited Warranty

  • Zinus 10 year limited warranty applies to Zinus Pocket Spring and any foam mattress purchased as new from an authorized retailer.
  • Proof of purchase is a requirement and you can register your product here.
  • This warranty is void if the product is altered, outer cover and/or mattress tags are removed or if it is improperly used. Please follow the Care Instructions on the Law Tags.

Zinus warrants your mattress against defects in workmanship and materials. Please be sure to register your product at www.zinus.com/resources/register to receive up-to-date warranty and product information.  This warranty becomes valid only after the return window of the authorized dealer expires.  Except for the specific limitations contained herein, your mattress will be replaced or you will receive a prorated refund, at our option, should your mattress be found defective because of faulty workmanship or structural defects.  It is understood that warrantable defects do not include the normal increase of softness in the foam that can occur during normal break in, or in the case of visco-elastic memory foam, a lessening of the gradual recover aspect of the foam, of which such lessening, should it occur, does not reduce the continual pressure reducing and pressure relief properties of the mattress.  It is incumbent on the consumer to maintain a proper foundation to provide the appropriate support for the mattress to maintain this warranty. Use of improper foundations, platforms or other bases upon which the mattress is placed, may result in damage to the product. The warranty will be voided if an improper base is used that causes the mattress to fail. This warranty does not cover any deterioration of the foam that results in an indentation of less than 1.5 inches, not associated with a sag in the foundation, box spring or platform or mattress.  If a defect appears during the duration of this warranty, we will, at our option, either replace the mattress or provide a prorated refund. Only the piece or part determined to be defective will be repaired or replaced. This warranty is void if the product is found to have been tampered with or misused by the purchaser beyond reasonable wear and shall not apply if the product has been physically damaged intentionally or due to accident and/or neglect, including burns, cuts, water damage, mold, stains, or is otherwise abnormally soiled or unsanitary. If a heating pad or electric blanket is used with a memory foam mattress, it will void this warranty.  It is incumbent on the consumer to protect the mattress with a stain resistant pad.

This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product.  The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice. The warranty applies only when the product has been properly used by the original purchaser according to the care instructions.  The Law Tag must not be removed from this product as it identifies the product regarding warranty. Removal of the Law Tag voids this warranty. This warranty gives you specific legal rights, and you may have other rights that vary from state to state.  

ZINUS Frame/Mattress Foundation 5 year Worry Free Limited Warranty

  • Zinus 5 year limited warranty applies to all platform beds and bed frames/foundations purchased as new from an authorized retailer.
  • Proof of purchase is a requirement and you can register your product here.
  • This warranty is void if the product is altered or improperly used.

Your new Zinus product comes with a 5-year limited warranty against defects in workmanship and materials.  Please be sure to register your product at www.zinus.com/resources/register to receive up to date warranty and product information. This warranty becomes valid only after the return window of the authorised dealer has expired.  Your product will be replaced or you will receive a prorated refund, at our option, should it be found defective because of faulty workmanship or structural defects other than specific limitations contained herein.  Please read this Limited Warranty carefully. To maintain your Warranty, you will need to comply with the conditions stated here.

Zinus warrants your product against manufacturing defects only and does not cover damages that result from misuse.  Manufacturing defects include circumstances where the product has broken under normal use and no longer provides proper support for your mattress.  Proper support is defined as a smooth, flat, rigid surface. In the event you encounter a manufacturing defect, please stop using this product immediately and call customer service.  The warranty and financial responsibility of the manufacturer applies only to the product itself and does not extend to items that might be used with the purchased product.

This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product.  The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice.

The warranty applies only when the product has been properly used by the original purchaser.  Proper use means using the foundation on a level surface with an equal distribution of weight.  Do not place the foundation on casters or risers. Proper use also means that the product was not abused by the consumer, as defined by the manufacturer, including not exceeding the weight capacity.  The warranty is voided if any structural modification is made to the foundation or any part of the foundation as delivered is removed. This warranty gives you specific legal rights and you may have other rights that vary from state to state.

 

ZINUS Mattress Topper 1 year Worry Free Limited Warranty

Zinus warrants your mattress topper against defects in workmanship and materials. Please be sure to register your product at www.zinus.com/resources/register to receive up to date warranty and product information. This warranty becomes valid only after the return window of the authorized dealer has expired. Except for the specific limitations contained herein, your topper will be replaced or you will receive a prorated refund, at our option, should your topper be found defective because of faulty workmanship or structural defects. It is understood that warrantable defects do not include the normal increase of softness in the foam that can occur during normal breaking in, or in the case of visco-elastic memory foam, a lessening of the gradual recovery aspect of the foam, of which such lessening, should it occur, does not reduce the continual pressure reducing and pressure relief properties of the topper.

The mattress topper is intended to be used on top of a mattress. The warranty will be voided if the topper is not used on a mattress. If a defect appears during the duration of this warranty, we will, at our option, either replace the topper or provide a prorated refund. This warranty is void if the product is found to have been tampered with or misused by the purchaser beyond reasonable wear, and shall not apply if the product has been physically damaged intentionally or due to accident and/or neglect, including burns, cuts, water damage, mold, stains, or is otherwise abnormally soiled or unsanitary. If a heating pad or electric blanket is used with a memory foam topper, it will void this warranty. It is incumbent on the consumer to protect the topper with a stain resistant pad.

This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product. The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice. The warranty applies only when the product has been properly used by the original purchaser according to the care instructions. This warranty gives you specific legal rights, and you may have other rights that vary from state to state.

 

ZINUS 1 year Worry Free Limited Warranty

  • Zinus 1 year limited warranty applies to applicable Zinus products purchased as new from an authorized retailer.
  • Proof of purchase is a requirement and you can register your product here.
  • This warranty is void if the product is altered or improperly used.

Zinus warrants your product against defects in workmanship and materials.  Please be sure to register your product at www.zinus.com/resources/register to receive up to date warranty and product information. This warranty becomes valid only after the return window of the authorized dealer has expired. Please read this Limited Warranty carefully.  To maintain your Warranty, you will need to comply with the conditions stated here. Your new Zinus product comes with a 1 year limited warranty against manufacturing defects. Your product will be replaced or you will receive a prorated refund, at our option, should it be found defective because of faulty workmanship or structural defects other than specific limitations contained herein.  The warranty and financial responsibility of the manufacturer applies only to the product itself and does not extend to items that might be used with the purchased product. This warranty is for manufacturing defects only and does not cover damages that result from misuse. Manufacturing defects include circumstances where the product has broken under normal use. In the event you encounter a manufacturing defect, please stop using this product immediately and call customer service.  This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product. The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice. The warranty applies only when the product has been properly used by the original purchaser. Proper use means that the product was not abused by the consumer, as defined by the manufacturer.  This warranty gives you specific legal rights and you may have other rights that vary from state to state.

Zinus Warranty Policy

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.

Do you deliver on the weekends?

We wish. All orders are shipped for weekday delivery.

Do I need to be home to receive my Zinus delivery?

All our orders are shipped without the need for signature upon delivery. However, should our trusted courier decide if it’s safe to leave your package on your doorstep. We trust them!

Where do you deliver?

We ship to all mainland Australian states, and while we would love everyone to enjoy a good night sleep, Australia is a vast land and there maybe one or two regional areas we just can not reach.

Do you offer removal services for old mattresses/foundations?

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 organization in your area for potential mattress and furniture donation programs. Some cities also offer pickup services.

How long can I try out a Zinus product? What if I change my mind after a month?

We currently do not offer a trial period in Australia.

Cancel Your Order

If you have placed your order via Zinus.com, you can cancel items or orders that haven't entered the shipping process yet by submitting a cancellation request here.

 

Useful link: Customer Support Request Form.

Don't see your question?