Ausbeds Knowledgebase

# Ausbeds. The last mattress you'll ever buy. Here's why, and how we make it happen.

**Author:** Karl Van Lieshout, Ausbeds founder
**Last updated:** March 2026

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## What mattresses do you sell?

We make one modular Ausbeds mattress with two cushioning configurations:

- **Aurora** — one micro spring layer for a firmer, more direct surface
- **Cloud** — two micro spring layers for more cushioning and pressure relief

Both are handmade in Sydney with honeycomb pocket springs, natural latex and a zippered cover. The springs provide the underlying support, while the latex and micro springs shape the surface feel.

The **Cooper has been retired** from the current range. Existing Cooper owners remain supported and we keep its components in stock. See **Cooper Mattress Support**.

## What's the difference between Aurora and Cloud?

The difference is the number of micro spring layers:

**Aurora** — one micro spring layer

- More direct surface feel
- Preferred for stomach sleepers and customers who explicitly want a very firm mattress
- One of two suitable options for back sleepers
- 1,600 micro springs in a queen

**Cloud** — two micro spring layers

- More cushioning around shoulders and hips
- Preferred for side sleepers and combination sleepers who sleep on their side
- Also suitable for back sleepers who choose firm springs
- 3,200 micro springs in a queen

More cushioning does not mean less underlying support. Both models use pocket springs matched to the latex choice and body weight.

## Which model should I choose?

Use sleep position as the starting recommendation, then ask which option they prefer:

- **Side sleepers:** Prefer the Cloud with 2 micro spring layers. The extra layer gives shoulders and hips more room to settle.
- **Back sleepers:** Offer either the Cloud with 2 micro spring layers and firm springs, or the Aurora with 1 micro spring layer for a more direct surface.
- **Stomach sleepers:** Prefer the Aurora with 1 micro spring layer for a flatter, more direct surface.
- **Combination sleepers who sleep on their side:** Prefer the Cloud with 2 micro spring layers.
- **Customers explicitly asking for a very firm mattress:** Recommend the Aurora with 1 micro spring layer.

If a side sleeper wants a firmer feel but has not asked for a very firm mattress, keep the Cloud's 2 micro spring layers and use firm springs.

Then ask which surface feel they prefer. Do not ask how they like the feel of latex:

- **Plush and softer:** soft latex, available with the Cloud's 2 micro spring layers
- **Balanced and responsive:** medium latex

Firm latex is available by request, but it is far too firm for most applications and can cause pressure pain. Firm springs with medium latex generally provide a better balance of firm support and cushioning.

Use the latex choice and body weight to select the springs underneath. With soft latex, recommend firm springs from 80kg. With medium latex, recommend firm springs from 100kg. Anyone weighing 100kg or more gets firm springs with either soft or medium latex. Do not offer spring tension as a preference choice. For couples, use the heavier person's weight.

See **Mattress Recommendations** for the complete process and configured customer links.

## How do the springs work, and what are the material specs?

Pocket springs provide support and micro springs add surface cushioning and contour.

**The structure:**

- Bottom: honeycomb pocket springs selected for the sleeper's body weight
- Middle: one Aurora or two Cloud micro spring layers
- Top: 5cm of GOLS-certified natural latex
- Outside: zippered Tencel cover

We use 986 main pocket springs in a queen. The Aurora adds 1,600 micro springs and the Cloud adds 3,200.

**Main spring technical specs:**

| Spring unit | Wire gauge | Turns | Availability |
| --- | --- | --- | --- |
| Soft | 1.7mm | 7-turn | By request for children and people under 50kg |
| Medium | 1.7mm | 6-turn | Standard |
| Firm | 1.8mm | 6-turn | Standard |

Soft springs are too soft for most adults, so we do not include them in the standard fitting process. Contact us for a quote if they may suit a child or someone under 50kg.

**Latex technical specs:**

| Latex type | Density |
| --- | --- |
| Soft | 55kg/m³ |
| Medium | 70kg/m³ |
| Firm | 90kg/m³ |

All latex is GOLS-certified natural latex. Customers choose soft latex for a plush, cloud-like feel or medium latex for a balanced, responsive and buoyant feel. Body weight then determines whether medium or firm springs are the better starting point.

Firm latex is available by request, but it is far too firm for most applications and can cause pressure pain. Firm springs with medium latex usually provide a better balance of firm support and cushioning. Speak to the showroom team before ordering firm latex.

## Why honeycomb pocket springs?

I arrange the main springs in a honeycomb pattern so I can fit more springs into the mattress. More individual springs allow the surface to follow the body more closely than a lower-count row layout.

## What's included with every mattress?

- 7-month trial
- 2 free firmness swaps during the trial, with one component per swap
- 10-year warranty
- Free factory pickup from Gladesville may be available after showroom staff confirm the exact configuration is in stock, can be made by the requested day and has a collection time booked
- Setup, unpacking and packaging removal with Ausbeds delivery

See **Delivery Information** for current delivery areas and charges.

## Do you sell bed bases?

Yes, in Sydney and only with a mattress purchase.

Our Slimline Bed Base is Australian-made from solid pine. We do not manufacture it ourselves; it is built for us by a third-party supplier. See **Product Prices** for current pricing.

### Slimline Bed Base specifications

- 30cm total height with 17cm legs
- Removable legs
- One-piece base, except King which comes in two pieces
- Sydney delivery only

A mattress needs a solid, flat foundation with slats that do not flex. See **Bed Bases** for detailed requirements and recommended options outside Sydney.

## Do you have sales or discounts?

No. Our prices stay the same throughout the year. The advertised price is the price you pay.

## What sizes do you make?

We make standard Australian Single, King Single, Double, Queen and King sizes.

We do not make custom sizes, Super King, zip-together mattresses or split kings. See **Dimensions & Sizes**.

## Do the mattresses work on adjustable bases?

Yes. See **Bed Bases** for foundation requirements.

## Are your mattresses zoned?

No. We use one consistent spring tension across the mattress and select that tension for body weight.

Zoning assumes shoulders, waists and hips sit in the same position for everyone. Matching the spring unit to body weight gives us a more useful starting point without forcing each body into fixed zones.

## Are your mattresses hypoallergenic?

Natural latex is naturally resistant to dust mites. We do not promise that a mattress will prevent an allergic reaction. Anyone with severe allergies should seek medical advice about their individual needs.

## How does the cover protect the mattress?

The outer cover uses Tencel fabric derived from eucalyptus, with 1cm of foam wadding for comfort and shape. It is fully zippered so the internal components can be accessed.

The cover can be removed and cold machine washed. We recommend using a mattress protector for extra protection from stains.

## Do you make half-half mattresses?

We do not put two different spring systems inside one mattress. We used to, but they were difficult to get right and difficult to adjust later.

For couples with different weights or preferences, firm springs with soft latex are usually the best shared starting point. We can also add half-width felt to increase the effective spring tension by up to 15% on one side. If the preferences are too different for a shared setup, two King Singles pushed together are the last-resort option.

See **Half-Half Mattresses and Couples**.

## Is the mattress bouncy?

Yes. Natural latex, pocket springs and micro springs are responsive materials. They spring back quickly rather than giving the slow-sinking feel associated with memory foam.

The Cloud feels more cushioned because it has two micro spring layers. The Aurora feels firmer and more direct because it has one.

## Pricing quick reference

**Queen prices:** Aurora $2,450 | Cloud $2,950

**Queen bed base:** $480, Sydney only

See **Product Prices** for every size and **Delivery Information** for delivery charges.

---

## What is inside an Ausbeds mattress?

Ausbeds mattresses use replaceable components inside a zippered cover. The main components are:

- Natural latex
- Main honeycomb pocket spring unit
- One or two micro spring layers
- Felt for firmness adjustments
- Purple spacer foam where needed
- Tencel cover with foam wadding
- Border wire around the main spring unit

The exact setup depends on the customer's latex, support and cushioning choices. See **Products Overview** and **Mattress Recommendations**.

## Natural latex

Natural latex is made from liquid tapped from rubber trees. The liquid is whipped, poured into a mould, baked, washed and dried to create an elastic foam layer.

We use 5cm of GOLS-certified 95% organic Dunlop latex from Sri Lanka. The small remaining percentage consists of the additives needed to turn liquid latex into a stable foam.

### Soft latex

Soft latex has a density of 55kg/m³. It creates a plush, soft and cloud-like surface.

### Medium latex

Medium latex has a density of 70kg/m³. It creates a balanced, responsive and buoyant surface.

### Firm latex

Firm latex has a density of 90kg/m³ and is available by request. It is far too firm for most applications and can cause pressure pain. Firm springs with medium latex usually provide a better balance of firm underlying support and surface cushioning.

It may suit a specific customer after discussing their needs with our showroom team. Call **(02) 8999 3333** or WhatsApp **+61 403 963 862**.

Do not recommend firm latex as a standard online option. It should be discussed with the showroom team before ordering.

## Why do you use Dunlop instead of Talalay latex?

I use Dunlop latex because I want the mattress to remain durable and responsive.

Talalay is also a good material and is often used in pillows and soft toppers, but its extra cost does not add enough benefit to our mattress design. Dunlop gives us the density and response we need in a 5cm comfort layer.

## Main pocket springs

The main pocket spring unit provides the underlying support. Each steel spring is wrapped separately so it can move with the body.

We arrange the springs in a honeycomb pattern and use 986 main pocket springs in a Queen. Medium and firm are the standard spring options, selected from the customer's latex choice and body weight. Soft springs are available by request for children and people under 50kg, but we rarely recommend them because they are too soft for most adults. Contact us for a quote.

The spring unit is flippable, which forms part of the three-setting at-home firmness system.

See **Ausbeds Fitting System: Choosing your firmness** for the recommendation thresholds and **Ausbeds Fitting System: Adjusting Your Firmness** before moving the felt or flipping the spring unit.

## Micro springs

Micro springs are small steel coils that are individually wrapped and lie on a layer of latex. They help the mattress contour around the body and add cushioning.

- **Aurora configuration:** 1 micro spring layer, with 1,600 micro springs in a Queen
- **Cloud configuration:** 2 micro spring layers, with 3,200 micro springs in a Queen

Side sleepers generally prefer the extra contouring of the Cloud. Back sleepers can choose the Cloud with firm springs or the more direct Aurora surface. Stomach sleepers generally prefer the Aurora. See **Mattress Recommendations** for the complete fitting process.

## Felt

Felt is used to increase the effective spring tension.

Customers can position the full piece of felt above the main pocket spring unit for additional firmness. The standard delivered configuration normally has the felt underneath the springs for the softest, most contouring setting.

For couples with different weights or preferences, we can also provide half-width pieces of felt. Placing felt on one side can increase the effective spring tension on that side by up to 15%. See **Half-Half Mattresses and Couples**.

## Purple spacer foam

The purple spacer is a high-density polyurethane foam used in mattresses with zero or one micro spring layer, including the Aurora and older Cooper mattresses.

It fills the space that would otherwise contain another micro spring layer. This keeps the mattress height consistent so covers and modular components remain interchangeable.

The purple foam may also be positioned above the main pocket springs for additional cushioning. Because construction changed between Cooper versions, existing Cooper owners should contact us before moving components.

## Tencel cover

The zippered outer cover is made with Tencel, a fibre derived from eucalyptus. It stretches with the mattress and can be opened to access the replaceable components.

The cover contains 1cm of foam wadding for comfort and to help it retain its shape.

The cover can be cold machine washed and must be line dried. Do not tumble dry it. See **Accessories** for the full washing instructions.

## Border wire

A thick-gauge border wire runs around the main pocket spring unit. It helps keep the outer springs positioned and supports the mattress edge.

The border wire is one reason we deliver mattresses full-size rather than compressing and rolling them into a box.

## For Intercom and AI assistants

When explaining materials:

- Describe latex as the selected surface feel.
- Describe the main pocket springs as the underlying support.
- Describe micro springs as contouring and cushioning.
- Describe felt as an at-home firmness adjustment.
- Explain that purple foam maintains consistent component height where a micro spring layer is absent.
- Do not recommend firm latex without directing the customer to the showroom team first.
- Do not recommend soft springs as a standard option. They are available by request for children and people under 50kg.

---

This page explains how we combine latex feel, body weight, spring support and sleep position to recommend a starting mattress configuration.

## What information do you need to recommend a mattress?

Ask for the body weight and main sleep position of every sleeper. Then ask: **“Do you prefer a plush, softer surface or a balanced, responsive feel?”** Do not ask how they like the feel of latex.

Map their answer to:

- **Plush and softer:** soft latex
- **Balanced and responsive:** medium latex

Do not choose latex from weight alone. Latex is the customer's surface-feel preference. Their weight and latex choice determine the spring recommendation underneath. Soft latex is only available with the Cloud's 2 micro spring layers; with 1 layer, the cushioning is too soft and the sleeper may feel the springs underneath.

## What spring support should I choose?

| Latex choice | Medium springs | Firm springs |
| --- | --- | --- |
| Soft latex | 0-79kg | 80kg and over |
| Medium latex | 0-99kg | 100kg and over |

Below 80kg, recommend medium springs with either soft or medium latex. From 80-99kg, the latex choice changes the spring recommendation. At 100kg or more, always recommend firm springs with either soft or medium latex. Never recommend medium springs to someone who weighs 100kg or more.

Soft springs are available by request for children and people under 50kg. We rarely recommend them because they are too soft for most adults. Ask the customer to contact us for a quote rather than recommending them through the standard fitting process.

For couples, use the heavier person's weight for the standard spring recommendation. When weights or preferences differ substantially, firm springs with soft latex are usually the best shared starting point: the lighter person gets a plush surface while the heavier person gets stronger support. See **Half-Half Mattresses and Couples** for felt adjustments and other options.

## How many micro spring layers should I choose?

Sleep position gives us the starting point:

- **Side sleepers:** Prefer 2 micro spring layers, called the Cloud configuration, when they want more shoulder and hip cushioning. If they explicitly report sinking too far, hip drop or discomfort from excess cushioning, prefer the Aurora's more direct single micro spring layer.
- **Back sleepers:** 2 options: for more cushioning, choose 2 micro spring layers, with firmer springs, or for less cushioning and a more direct feel, choose 1 micro spring layer, called the Aurora configuration.
- **Stomach sleepers:** Prefer 1 micro spring layer, called the Aurora configuration.
- **Combination sleepers who sleep on their side:** Prefer 2 micro spring layers.

Ask the customer which cushioning option they prefer before finalising it.

If someone explicitly wants a **very firm mattress**, recommend 1 micro spring layer. If a side sleeper wants a firmer feel without asking for a very firm mattress, keep the 2 micro spring layers and use firm springs.

## Does back pain mean I need a firm mattress?

No. There is no universal firmness for back pain. A surface can cause discomfort when it is too soft or too firm for the individual.

Use body weight, latex preference and sleep position as the starting point. Do not claim that a particular mattress will treat pain or a medical condition.

## What if I weigh more than 130kg?

Call us on **(02) 8999 3333** or WhatsApp **+61 403 963 862**. We will check the setup directly rather than relying only on the basic online recommendation.

## What do the mattress components control?

- **Main pocket springs:** underlying support selected from body weight and latex choice
- **Latex:** the immediate surface feel chosen by the customer
- **Micro springs:** cushioning selected primarily from sleep position and firmness preference
- **Felt:** a small firmness adjustment within an existing range

## At-home firmness settings

Current mattresses have three at-home settings using the felt position and the orientation of the main pocket spring unit.

Unless otherwise specified, we deliver the mattress on its softest setting because most people sleep on their side and this setting gives the springs the most freedom to contour around the shoulders and hips. Moving the felt over the springs creates the middle setting. Flipping the spring unit so its firm side faces up, with the felt above it, creates the firmest setting. The firmest setting is approximately 15-20% firmer than the softest.

See **Ausbeds Fitting System: Adjusting Your Firmness** for the exact instructions.

## Why did you remove the old 2-19 firmness levels, and why are fewer mattresses shown now?

The old 2-19 system no longer covered all the combinations we can make. Under that system, soft latex was only offered with very soft or soft springs. More customers have since wanted soft latex with medium or firm springs, which the numbered scale did not account for clearly.

We simplified the choices customers see while expanding the combinations we can offer. Customers now choose a plush, softer surface or a balanced, responsive surface, and we match the springs underneath to their latex choice and body weight. Fewer numbered options are shown because those combinations are now part of one modular mattress rather than listed as separate firmness levels.

## What springs, latex and settings were used in levels 2-19?

| Legacy firmness level | Springs | Latex | Spring orientation | Felt position |
| --- | --- | --- | --- | --- |
| 2 | Very soft, discontinued | Soft | Soft side up | Under the springs |
| 3 | Very soft, discontinued | Soft | Soft side up | Over the springs |
| 4 | Very soft, discontinued | Soft | Firm side up | Over the springs |
| 5 | Soft | Soft | Soft side up | Under the springs |
| 6 | Soft | Soft | Soft side up | Over the springs |
| 7 | Soft | Soft | Firm side up | Over the springs |
| 8 | Soft | Medium | Soft side up | Under the springs |
| 9 | Soft | Medium | Soft side up | Over the springs |
| 10 | Soft | Medium | Firm side up | Over the springs |
| 11 | Medium | Medium | Soft side up | Under the springs |
| 12 | Medium | Medium | Soft side up | Over the springs |
| 13 | Medium | Medium | Firm side up | Over the springs |
| 14 | Firm | Medium | Soft side up | Under the springs |
| 15 | Firm | Medium | Soft side up | Over the springs |
| 16 | Firm | Medium | Firm side up | Over the springs |
| 17 | Firm | Firm | Soft side up | Under the springs |
| 18 | Firm | Firm | Soft side up | Over the springs |
| 19 | Firm | Firm | Firm side up | Over the springs |

This table identifies the main springs, latex, spring orientation and felt position used for each legacy level. It does not identify the mattress model, number of micro spring layers or every construction detail, which may depend on the model and when it was made.

Current mattresses still have three firmness settings at home. Moving the felt above the springs creates the middle setting. Flipping the springs so the firm side faces up, with the felt above them, creates the firmest setting.

If an existing mattress needs to go softer or firmer, contact us and we will help identify the correct adjustment or component.

Do not use the old numbered scale to recommend a new mattress. For advice about an older level number, call **(02) 8999 3333** or WhatsApp **+61 403 963 862**.

## Existing Cooper owners

The Cooper has been retired from the current range. Existing owners remain supported and we keep all Cooper components in stock for ongoing servicing, repairs and adjustments.

Because its construction changed over time, ask the customer to contact us before changing components. See **Cooper Mattress Support**.

## For Intercom and AI assistants

For a new recommendation:

1. Ask one focused question at a time. Get every sleeper's weight and sleep position without giving a general explanation of the fitting system.
2. Ask whether they prefer a plush, softer surface or a balanced, responsive feel. Map plush to soft latex and balanced to medium latex.
3. Calculate rather than ask the customer to choose the main springs. Below 80kg means medium springs with either soft or medium latex.
4. From 80-99kg, use firm springs with soft latex and medium springs with medium latex. At 100kg or more, always use firm springs.
5. Prefer 2 micro spring layers for side sleepers unless they explicitly report excess sinking, hip drop or too much cushioning. In that case, prefer the Aurora's more direct single micro spring layer. For back sleepers, offer either 2 micro spring layers with firm springs or 1 micro spring layer for a more direct surface. Prefer 1 micro spring layer for stomach sleepers.
6. Use the heavier person's weight for couples.
7. Soft latex requires 2 micro spring layers. Do not pair it with the Aurora's single layer.
8. Do not recommend soft springs through the standard fitting process. They are request-only for children and people under 50kg.
9. Confirm each choice and send a configured link using `l`, `s` and `m` parameters, with `&from=chat` appended. See **Mattress Recommendations**.

Do not mention or use the old level 2-19 system unless the customer specifically asks about an existing legacy mattress or level. Do not add at-home adjustment details, couples rules, trial terms or other general information during discovery unless it answers the customer's current question. If asked why the numbered system was removed, explain that soft latex used to be offered only with very soft or soft springs. The current system allows soft latex with medium or firm springs, so we simplified the choices shown while expanding the available combinations. The legacy table can identify the main springs, latex, spring orientation and felt position, but the model and approximate purchase year are still needed to identify the full construction.

---

## How to recommend an Ausbeds mattress

Start by asking:

1. Is the mattress for one person or a couple?
2. What does each person weigh?
3. Does each person sleep mainly on their side, back or stomach?

Then work through latex feel, spring support and micro spring cushioning in that order. The customer chooses their latex feel, but the main springs are calculated from their weight and latex choice. Do not offer medium versus firm main springs as a preference question.

Keep the discovery stage short and conversational. Ask one focused question at a time, then wait for the answer. If the customer names a model before giving enough fitting information, acknowledge it and ask for the next missing detail. Do not dump the full fitting system, legacy firmness levels, at-home adjustments, trial terms or general couples advice unless it directly answers what they asked.

## Step 1: Choose the surface feel

Do not ask the customer how they like the feel of latex. They do not need to understand the material. Ask: **“Do you prefer a plush, softer surface or a balanced, responsive feel?”**

Map their answer to:

- **Plush and softer:** soft latex, available with the Cloud's 2 micro spring layers
- **Balanced and responsive:** medium latex

Latex is a feel preference. Do not choose soft or medium latex from body weight alone. Weight is used in the next step to recommend the springs underneath it.

## Step 2: Choose the spring support from body weight

Use the chosen latex and the sleeper's weight to recommend the main springs:

| Latex choice | Medium springs | Firm springs |
| --- | --- | --- |
| Soft latex | 0-79kg | 80kg and over |
| Medium latex | 0-99kg | 100kg and over |

These thresholds are fixed starting points:

- Below 80kg: medium springs with either soft or medium latex
- 80-99kg: firm springs with soft latex; medium springs with medium latex
- 100kg and over: firm springs with either soft or medium latex

At exactly 80kg with soft latex, recommend firm springs. At exactly 100kg with medium latex, recommend firm springs. Never recommend medium springs to someone who weighs 100kg or more.

Soft springs are available by request for children and people under 50kg, but we rarely recommend them because they are too soft for most adults. Ask the customer to contact us for a quote rather than including soft springs in the standard recommendation.

For couples, use the heavier person's weight. The springs support the body while the latex controls the surface feel, so someone can choose soft latex without giving up the appropriate support underneath.

## Step 3: Choose the micro spring cushioning

Use sleep position as the starting recommendation, then ask which option they prefer:

- **Side sleepers:** Prefer the Cloud with 2 micro spring layers when they want more shoulder and hip cushioning. If they explicitly say previous mattresses let them sink too far, had too much cushioning or caused their hips to drop, prefer the more direct Aurora starting point and explain the trade-off briefly.
- **Back sleepers:** 2 options: either the Cloud with firmer springs, or the Aurora with 1 micro spring layer for a more direct surface.
- **Stomach sleepers:** Prefer the Aurora with 1 micro spring layer for a flatter, more direct surface.
- **Combination sleepers who sleep on their side:** Prefer the Cloud with 2 micro spring layers.

If a customer explicitly asks for a **very firm mattress**, recommend the Aurora with 1 micro spring layer. If a side sleeper wants a firmer feel but has not asked for a very firm mattress, keep the 2 micro spring layers and use firm springs.

One micro spring layer is the Aurora configuration. Two micro spring layers is the Cloud configuration.

Keep each answer attached to the choice being discussed. If the customer says they prefer feeling more "on top" when choosing between latex feels, that points to medium latex. It does not automatically change a side sleeper from Cloud to Aurora. Ask separately before changing the number of micro spring layers.

## Couples

Ask for both weights and both sleep positions.

- Use the heavier person's weight for the spring recommendation.
- If either person regularly sleeps on their side, prefer 2 micro spring layers so they have enough shoulder and hip cushioning.
- Ask both people whether they prefer soft, cloud-like latex or balanced, responsive latex.
- If they have a large weight or preference difference, start with firm springs and soft latex. The lighter person gets a plush surface while the heavier person gets stronger support underneath.
- If one side needs to feel firmer, we can provide half-width felt that increases the effective spring tension by up to 15% on that side.
- If a shared configuration cannot accommodate both people, two King Singles pushed together are the last-resort option.
- Remind the customer that they have 7 months to decide and that the sleep trial includes 2 free firmness swaps, with one component per swap.
- If they are unsure whether their different weights or preferences will work, ask them to call the showroom on **(02) 8999 3333**.

## Build a configured mattress link

After confirming all three choices, build this URL:

`https://ausbeds.com.au/mattress?l={soft|medium}&s={medium|firm}&m={1|2}&from=chat`

Parameters:

- `l` = latex: `soft` or `medium`
- `s` = main springs: `medium` or `firm`
- `m` = micro spring layers: `1` for Aurora or `2` for Cloud
- `from=chat` = identifies a recommendation link sent through chat

Examples:

- Soft latex, medium springs, Cloud: [https://ausbeds.com.au/mattress?l=soft&s=medium&m=2&from=chat](https://ausbeds.com.au/mattress?l=soft&s=medium&m=2&from=chat)
- Soft latex, firm springs, Cloud: [https://ausbeds.com.au/mattress?l=soft&s=firm&m=2&from=chat](https://ausbeds.com.au/mattress?l=soft&s=firm&m=2&from=chat)
- Medium latex, medium springs, Cloud: [https://ausbeds.com.au/mattress?l=medium&s=medium&m=2&from=chat](https://ausbeds.com.au/mattress?l=medium&s=medium&m=2&from=chat)
- Medium latex, firm springs, Cloud: [https://ausbeds.com.au/mattress?l=medium&s=firm&m=2&from=chat](https://ausbeds.com.au/mattress?l=medium&s=firm&m=2&from=chat)
- Medium latex, medium springs, Aurora: [https://ausbeds.com.au/mattress?l=medium&s=medium&m=1&from=chat](https://ausbeds.com.au/mattress?l=medium&s=medium&m=1&from=chat)
- Medium latex, firm springs, Aurora: [https://ausbeds.com.au/mattress?l=medium&s=firm&m=1&from=chat](https://ausbeds.com.au/mattress?l=medium&s=firm&m=1&from=chat)

Send the completed link so the customer's choices are already selected when they open the mattress page. Do not send the retired `/mattresses/aurora` or `/mattresses/cloud` pages.

## When the customer adds new information

Treat new information as part of the fitting, even if you have already made a recommendation. Recheck the configuration and correct the earlier answer if needed.

- **They sleep hot:** Do not switch them to Aurora for cooling. I would not expect a meaningful heat difference between Cloud and Aurora because both use the same 5cm latex and the difference is an extra steel micro spring layer. Answer the heat concern separately using **Heat & Sleeping Hot**.
- **Their current mattress feels too firm:** Do not respond by recommending a firmer or more direct surface. For a side sleeper, this supports keeping the Cloud's 2 micro spring layers unless they explicitly say they want very firm.
- **They have back pain without explaining the cause:** Ask whether the current mattress feels too firm, whether they sink too far, and whether the base flexes. Do not assume pain means firmer springs or fewer cushioning layers.
- **They say they sink too far or cushioning causes lower-back discomfort:** Treat that as relevant fitting information. Check whether the base flexes. If they are choosing between Aurora and Cloud, prefer the Aurora's single micro spring layer as the more direct starting point, even for a side sleeper. Do not claim that the Cloud's extra cushioning will prevent sinking.
- **They explain why they chose an answer:** Use the reason, not just the earlier one-word answer. A customer may say "on top" because they are worried about heat rather than because they want less cushioning.

## Worked examples

### 72kg side sleeper who likes a plush surface

- Latex: soft
- Springs: medium, because they are under 80kg with soft latex
- Micro springs: 2, because they sleep on their side
- Link: [https://ausbeds.com.au/mattress?l=soft&s=medium&m=2&from=chat](https://ausbeds.com.au/mattress?l=soft&s=medium&m=2&from=chat)

### 86kg side sleeper who likes a plush surface

- Latex: soft
- Springs: firm, because they are 80kg or over with soft latex
- Micro springs: 2
- Link: [https://ausbeds.com.au/mattress?l=soft&s=firm&m=2&from=chat](https://ausbeds.com.au/mattress?l=soft&s=firm&m=2&from=chat)

### 92kg back sleeper who wants a balanced, responsive surface

- Latex: medium
- Springs: medium, because they are under 100kg with medium latex
- Micro springs: 1, because they sleep on their back
- Link: [https://ausbeds.com.au/mattress?l=medium&s=medium&m=1&from=chat](https://ausbeds.com.au/mattress?l=medium&s=medium&m=1&from=chat)

### 105kg stomach sleeper who wants a balanced, responsive surface

- Latex: medium
- Springs: firm, because they are 100kg or over with medium latex
- Micro springs: 1, because they sleep on their stomach
- Link: [https://ausbeds.com.au/mattress?l=medium&s=firm&m=1&from=chat](https://ausbeds.com.au/mattress?l=medium&s=firm&m=1&from=chat)

### 102kg side sleeper who sleeps hot and says their current mattress is too firm

- Latex: ask them to choose the surface feel; if they prefer feeling more on top, start with medium latex
- Springs: firm, because anyone 100kg or over gets firm springs with either soft or medium latex
- Micro springs: 2, because they sleep on their side and have said their current mattress feels too firm
- Heat: explain separately that Cloud is not expected to feel meaningfully hotter than Aurora
- Link if they confirm medium latex: [https://ausbeds.com.au/mattress?l=medium&s=firm&m=2&from=chat](https://ausbeds.com.au/mattress?l=medium&s=firm&m=2&from=chat)

## What happened to the Cooper?

The Cooper has been retired from the current range.

For someone seeking the Cooper's firm, direct surface feel, recommend the Aurora with 1 micro spring layer. Choose their latex by asking which feel they prefer, then use their weight and latex choice to select medium or firm springs.

Existing Cooper owners remain supported. We keep all Cooper components in stock for ongoing servicing, repairs and adjustments. See **Cooper Mattress Support**.

## When to involve the showroom team

Send the customer to [Book a Call](https://ausbeds.com.au/book-a-call) when they want personal help choosing a mattress, express that they are unsure or need assistance beyond the standard fitting questions. It is particularly useful for interstate customers who cannot visit a showroom.

Recommend booking a call when:

- Any sleeper weighs more than 130kg
- A couple is unsure whether their different weights or preferences will work in one mattress
- They have a significant injury, medical condition or unusual support requirement
- They are replacing or adjusting an older Ausbeds mattress
- They remain unsure after discussing all three choices

Book a call at [ausbeds.com.au/book-a-call](https://ausbeds.com.au/book-a-call). For immediate contact, phone **(02) 8999 3333** or WhatsApp **+61 403 963 862**.

## For Intercom and AI assistants

Follow this order:

1. Ask one focused discovery question at a time. Get every sleeper's weight and sleep position without explaining the full fitting system.
2. Ask whether they prefer a plush, softer surface or a balanced, responsive feel. Map plush to soft latex and balanced to medium latex.
3. Calculate the springs. Below 80kg means medium springs; 80-99kg depends on latex; 100kg and over always means firm springs with either soft or medium latex.
4. Prefer 2 micro spring layers for side sleepers. For back sleepers, offer either 2 micro spring layers with the weight-matched springs or 1 micro spring layer for a more direct surface. Prefer 1 micro spring layer for stomach sleepers.
5. If someone explicitly wants a very firm mattress, recommend 1 micro spring layer.
6. Reassess the recommendation whenever the customer adds a reason, pain issue, heat concern or detail about their current mattress. An explicit complaint about excess cushioning, hip drop or sinking overrides the usual Cloud preference for side sleepers and points to the Aurora's more direct single micro spring layer.
7. Soft latex requires 2 micro spring layers. Do not pair it with the Aurora's single layer.
8. Do not recommend soft springs through the standard fitting process. They are request-only for children and people under 50kg.
9. Summarise latex, main springs and micro spring layers separately, then ask the customer to confirm all three.
10. Build and send their configured `/mattress` URL with `&from=chat` appended.
11. If the customer says they are unsure, asks for personal or special assistance, has needs that do not fit the standard process, or cannot visit because they are interstate, recommend [Book a Call](https://ausbeds.com.au/book-a-call) with a showroom specialist.

Do not:

- Let the customer choose a main spring tension that conflicts with the weight thresholds
- Recommend medium springs to anyone weighing 100kg or more
- Choose latex from weight alone
- Pair soft latex with 1 micro spring layer
- Recommend soft springs through the standard fitting process
- Treat "on top" or sleeping hot as an automatic reason to recommend Aurora
- Recommend a firmer, more direct surface when a side sleeper says their current mattress is too firm
- Recommend the discontinued Cooper to a new customer
- Assume back pain means someone needs a firm mattress
- Keep defending an earlier recommendation after new information changes the fitting
- Mention the old 2-19 firmness scale unless the customer specifically asks about an existing legacy mattress or level
- Add general product, couples, adjustment or trial information that does not answer the customer's current question
- Claim that extra Cloud cushioning prevents sinking when the customer says excess cushioning or sinking has caused discomfort
- Claim that a mattress will treat pain or a medical condition

The recommendation is a starting point. The 7-month trial and 2 free firmness swaps allow us to adjust the mattress if needed. One swap covers one component.

---

## Has the Cooper mattress been discontinued?

Yes. The Cooper has been retired from the current Ausbeds range. We simplified the mattress range based on feedback from our customers.

We have not stopped supporting people who already own one. We keep the Cooper components in stock for ongoing servicing, repairs and adjustments.

## What should I choose instead of the Cooper?

Choose the **Aurora** if you want a firm, direct surface.

The Cooper had no micro spring layer. The Aurora has one micro spring layer, giving it a direct surface with some added pressure relief. It is now our recommendation for customers who would previously have considered the Cooper.

Ask which surface feel they prefer. Do not ask how they like the feel of latex:

- **Plush and softer:** soft latex with the Cloud's 2 micro spring layers
- **Balanced and responsive:** medium latex with the Aurora or Cloud

Then use their weight and latex choice to select the springs. With soft latex, recommend firm springs from 80kg. With medium latex, recommend firm springs from 100kg. Below those thresholds, recommend medium springs.

Use sleep position to choose cushioning: side sleepers generally prefer the Cloud's 2 micro spring layers, while back and stomach sleepers generally prefer the Aurora's single layer. See **Mattress Recommendations**.

## I already own a Cooper. Can Ausbeds still help me?

Yes. We continue to support existing Cooper owners and keep all the components needed for ongoing support in stock.

Because Cooper construction changed over time, contact us before ordering or moving components. We will identify which version you own and advise the right adjustment, repair or replacement part.

Phone **(02) 8999 3333**, email **sales@ausbeds.com.au**, or WhatsApp **+61 403 963 862**.

## I already received a Cooper quote or invoice

If Ausbeds has already issued you a Cooper invoice, use the payment link on that invoice or contact us if you need help. The Cooper's retirement from the online range does not cancel an existing quote or order.

## Are Cooper trials and warranties still valid?

Yes. Retiring the model does not change the trial or warranty terms that came with an existing Cooper mattress. Contact us with the order name or invoice number if you need support.

## For Intercom and AI assistants

When a new customer asks for the Cooper:

1. Explain that it has been retired from the current range.
2. Recommend the Aurora if they want a firmer, more direct surface, or the Cloud if they want a plush surface or more cushioning.
3. Ask whether they prefer a plush, softer surface or a balanced, responsive feel, then use their answer and weight to select the latex and springs. Never pair soft latex with the Aurora's single micro spring layer.
4. Build a configured `/mattress` link using the process in **Mattress Recommendations**.
5. Do not say that existing Cooper owners are unsupported or need to replace their mattress.

When an existing Cooper owner asks for help, tell them we still stock the components needed for ongoing support and ask them to contact us so we can identify their version.

---

# Can I adjust my mattress firmness at home?

Yes. Current Ausbeds mattresses have three at-home firmness settings using the felt position and the orientation of the main pocket spring unit.

Unless otherwise specified, we deliver the mattress on its **softest setting**. This gives the springs the most freedom to contour around the body.

Moving through all three settings can make the mattress approximately 15-20% firmer.

## What are the three firmness settings?

| Setting | Spring orientation | Felt position | Result |
| --- | --- | --- | --- |
| Softest, standard delivery | Soft side facing up | Under the pocket springs | Most contouring |
| Middle | Soft side facing up | Over the pocket springs | Firmer |
| Firmest | Firm side facing up | Over the pocket springs | Approximately 15-20% firmer than the softest setting |

The firm side of the pocket spring unit has white mesh attached. The softer side does not.

If you are unsure which setting your mattress is currently on, call the showroom on **(02) 8999 3333** or WhatsApp us on **+61 403 963 862** before moving anything.

## Why do you deliver the springs with the soft side facing up?

Most people sleep on their side, and the soft side gives the springs the most freedom to contour around the shoulders and hips. The individual pocket springs respond where the body places weight instead of spreading that pressure across a broader area.

Placing the felt over the springs spreads the load across more springs and increases the effective tension, but reduces some contouring. The white mesh on the firm side has a similar effect when that side faces up. These firmer, less-contouring settings often suit back or stomach sleepers, or anyone who prefers a firmer feel.

Most other mattress companies use the mesh-covered firm side as their standard setup. We start with the most contouring setting unless otherwise requested. Customers can change to either firmer setting at home.

## How do I make the mattress one step firmer?

If the mattress is on its standard softest setting, move the felt from underneath the main pocket spring unit to the top of it. Keep the softer side of the springs facing up.

This takes the mattress to its middle setting.

## How do I use the firmest setting?

Flip the entire main pocket spring unit so the firm side faces up, then place the felt over the springs.

The firm side is the side with white mesh attached. With the springs flipped and the felt above them, the mattress is at its firmest at-home setting.

## How do I return to the softest setting?

Turn the main spring unit so the side without white mesh faces up, then place the felt underneath the springs.

This is the standard delivery configuration and provides the most contouring.

## What are the exact steps?

### Step 1: remove the upper layers

Unzip the cover, then remove the layers from the top:

**Current Cloud:**

- Remove the latex
- Remove both micro spring layers
- Remove the felt if it is currently above the main springs

**Current Aurora:**

- Remove the latex
- Remove the micro spring layer
- Remove the felt if it is currently above the main springs

Cooper and other older constructions changed over time. Contact us before moving components in an older mattress.

### Step 2: adjust the felt or springs

- For the middle setting, keep the spring unit's soft side facing up and place the felt over it.
- For the firmest setting, flip the entire spring unit so the white-mesh side faces up and place the felt over it.
- To return to the softest setting, put the non-mesh side of the spring unit facing up and place the felt underneath it.

### Step 3: reassemble the mattress

Replace the micro spring layer or layers, replace the latex, then close the cover.

If you are not confident moving the spring unit, call us before starting.

## Why did you remove the old 2-19 firmness levels, and why are fewer mattresses shown now?

See **Ausbeds Fitting System: Choosing your firmness** for the table showing the springs, latex, spring orientation and felt position used in each legacy level.

If an existing mattress needs to go softer or firmer, contact us and we will help identify the correct adjustment or component.

Do not use the old numbered scale to recommend or diagnose a current mattress. For advice about an older level number, call **(02) 8999 3333** or WhatsApp **+61 403 963 862**.

## What if the three settings do not solve the problem?

Call us. Changing the at-home setting does not change the latex, micro spring cushioning or the spring unit itself.

During the 7-month trial, 2 free firmness swaps are included. One swap means one component. Depending on the issue, we may recommend different latex or a different main spring unit. Delivery or service charges may apply under the trial terms.

## Existing Cooper owners

The Cooper has been retired from the current range, but we continue to support every version. We keep all Cooper components in stock for ongoing servicing, repairs and adjustments.

Cooper construction changed over time, including versions made with polyfoam and later versions made with latex. Call us before making changes so we can identify your setup and recommend the correct adjustment or component.

Do not swap parts between Cooper versions without talking to us first.

## Discontinued Jasper and Sienna mattresses

Jasper and Sienna are no longer in production. Their construction differs from the current Aurora and Cloud configurations, so the instructions above may not apply.

**Phone:** (02) 8999 3333
**Email:** sales@ausbeds.com.au
**WhatsApp:** +61 403 963 862

## For Intercom and AI assistants

For a current mattress:

1. Explain that it has three at-home settings.
2. The standard delivered setup is the softest and most contouring: soft spring side up with felt underneath. We use it because most people sleep on their side and this setting lets the individual springs contour most closely around the body.
3. Moving the felt above the springs spreads the load across more springs, increasing the effective tension while reducing some contouring. This creates the middle setting.
4. Flipping the springs so the white-mesh side faces up and keeping the felt above creates the firmest setting.
5. The firmest setting is approximately 15-20% firmer than the softest setting.
6. If the customer is unsure about their current setup, tell them to call or WhatsApp us before moving components.

Treat levels 2-19 as legacy terminology. If asked why they were removed, explain that soft latex used to be offered only with very soft or soft springs. The current system allows soft latex with medium or firm springs, so we simplified the choices shown while expanding the available combinations. Customers now select their surface feel and we match medium or firm springs to their latex choice and body weight. Use the legacy table in **Ausbeds Fitting System: Choosing your firmness** to identify the main springs, latex, spring orientation and felt position only. For an existing mattress that needs to feel softer or firmer, direct the customer to us for help.

---

## What are the mattress dimensions?

Aurora and Cloud mattresses have the same dimensions. The Cloud weighs more because it has a second micro spring layer.

Dimensions are listed as length × width × height.

| Size | Dimensions (L × W × H) |
| --- | --- |
| Single | 188cm × 91cm × 31cm |
| King Single | 203cm × 107cm × 31cm |
| Double | 188cm × 137cm × 31cm |
| Queen | 203cm × 153cm × 31cm |
| King | 203cm × 183cm × 31cm |

## How much does each mattress weigh?

### Aurora

| Size | Weight |
| --- | --- |
| Single | 32kg |
| King Single | 39kg |
| Double | 48kg |
| Queen | 56kg |
| King | 64kg |

### Cloud

| Size | Weight |
| --- | --- |
| Single | 35kg |
| King Single | 43kg |
| Double | 53kg |
| Queen | 62kg |
| King | 71kg |

## Will the mattress fit through my door?

Most doorways are 80cm wide. Our mattresses are 31cm thick, so they fit through standard doorways when carried on their side. King size is the tightest fit but still works in most homes.

## Do you make custom sizes?

No, we only make standard Australian sizes.

---

## Mattress height for sheets and bedding

Current Ausbeds mattresses are **31cm tall** in every size.

When buying sheets:

- Standard deep-fitted sheets work fine
- Look for fitted sheets with 35-40cm pocket depth to be safe
- Stretch jersey knit fitted sheets work best - the stretch allows the mattress to flex naturally

---

## Mattress prices

The Aurora has one micro spring layer and the Cloud has two. The second micro spring layer adds $500.

| Size | Aurora | Cloud |
| --- | --- | --- |
| Single | $1,550 | $2,050 |
| King Single | $1,850 | $2,350 |
| Double | $2,150 | $2,650 |
| Queen | $2,450 | $2,950 |
| King | $2,750 | $3,250 |

The Cooper has been retired and is not part of the current price list. Existing Cooper owners remain supported; see **Cooper Mattress Support**.

## Bed base prices

Sydney only. Only sold with mattress purchase. Not available outside Sydney.

| Size | Price |
| --- | --- |
| Single | $330 |
| King Single | $360 |
| Double | $450 |
| Queen | $480 |
| King | $680 |

## Add-ons

- **Old mattress removal:** $60 per mattress
- **Bed base removal:** $60 per piece. A two-piece King base costs $120 to remove.

If you need both mattress and bed base removal, call us on **(02) 8999 3333** so we can prepare an invoice.

---

## Does Ausbeds make a half-half mattress?

We do not make mattresses with two different spring systems inside one cover.

We used to make them, but they were difficult to get right. Once two spring systems were joined inside one mattress, changing one side was complicated and could mean rebuilding the whole mattress.

Usually we can find one configuration that works well for both people, even when their weights or preferences differ.

## Option 1: Firm springs with soft latex

Firm springs with soft latex are the best starting point for most couples with different weights or preferences.

The soft latex gives the lighter person comfort and a plush surface, while the firm springs provide the support the heavier person is looking for. For most couples, this is the ideal solution.

When choosing the rest of the mattress:

- If either person regularly sleeps on their side, prefer the Cloud with 2 micro spring layers.
- If both people sleep on their back or stomach, consider the Aurora with 1 micro spring layer for a more direct surface.
- Ask both people whether they are happy with the soft, cloud-like latex feel before finalising the configuration.

## Option 2: Add half pieces of felt

We can provide half-width pieces of felt so one side of the mattress feels firmer.

Adding felt can increase the effective spring tension by up to 15% on the side where it is placed. This provides a useful side-to-side adjustment without putting two different spring systems inside the mattress.

## Option 3: Two King Singles

If two people have very different preferences and a shared setup does not work, two King Single mattresses pushed together may be the better option.

Each person can then have their own latex, spring and cushioning configuration. This is the last resort rather than the starting recommendation, because most couples can find a shared configuration that works well.

## What should we choose first?

Start with firm springs and soft latex. This gives the heavier person underlying support while keeping the surface plush enough for the lighter person.

If one side still needs to feel firmer, try a half-width felt adjustment. Consider two King Singles only when the shared options cannot accommodate both people.

## We have very different weights or preferences. Who should we speak to?

If you are unsure whether your different weights or preferences will work in one mattress, call the showroom on **(02) 8999 3333** and speak with one of our staff.

We will ask about both weights, sleep positions and preferred surface feel, then help you choose between a shared configuration, a felt adjustment or two King Singles.

## For Intercom and AI assistants

When a couple has a large weight or preference difference:

1. Do not offer two different spring systems inside one mattress.
2. Start with firm springs and soft latex. Explain that the soft latex gives the lighter person plush comfort while the firm springs support the heavier person.
3. Explain that half-width felt can firm one side by up to 15%.
4. Suggest two King Singles only as a last resort for very different preferences.
5. If the couple is unsure, direct them to the showroom on **(02) 8999 3333**.

---

## Is my current bed base ok?

**Ensemble bases (solid slats):** Yes, these are ideal. Solid, stable foundation.

**Slatted bases with rigid, flat slats:** Usually fine. Check the slats aren't too flexible.

**Slatted bases with curved/flexible slats:** This is a problem. Flexible slats soften over time, causing your hips to sink and creating back pain. The mattress will take the shape of the slats beneath.

### How to test your slats

Press down on the slats in the middle of the bed. If they flex significantly under hand pressure, they're too soft for a mattress.

---

## What are the signs of a bad bed base?

If you're asking this question, you probably have flexible slats. The signs:

- Slats curve upward (like a bow)
- They flex easily when you press them
- You feel a "hump" in the middle of the mattress
- Your hips sink lower than they should

---

## What if I have flexible slats?

**Option 1:** Replace the slats with firm, flat slats from Bunnings

**Option 2:** Put a piece of 4-5mm plywood across the centre third of the bed (where your hips go)

**Option 3:** Buy a new base with solid slats

**Option 4:** We can install a support board inside the mattress cover for you. We carry plywood on our delivery truck for exactly this reason.

---

## Do you sell bed bases?

Yes, but Sydney only.

Our Slimline Bed Base is only available to Sydney customers, and only when bought with a mattress. We don't manufacture the bed base ourselves — they're built for us by a third-party supplier.

- **Prices:** $330-680 depending on size. See **Product Prices** for all sizes.
- Solid pine slats (not flexible)
- Slats are 14cm apart
- Australian-made, 30cm total height with 17cm legs
- No assembly required (King is 2 pieces)

It's an affordable base that gets the job done. It's not the best bed base in the world. If I was choosing an ideal base from scratch, I'd usually look for solid slats about 8cm apart. Our slats are wider apart at 14cm, but they're solid and they support our mattresses properly. If you can afford something better with closer solid slats, go for it.

We no longer sell bed bases outside Sydney. We're a mattress company, and we want to be known for our mattresses. Our bases are affordable, but that also means returns and warranty support gets expensive outside Sydney. Rather than leave someone with a poor experience if something goes wrong, we suggest buying from a company that specialises in bed bases.

If you're outside Sydney, these are the bed base options I usually point people towards:

- **[Quokka](https://quokkabeds.com.au/products/timber-bed-base)** — Great solid timber bed bases. Queen starts from about $1,150, but lead time can be around 3-5 months.
- **[RJ Living](https://www.rjliving.com.au/collections/timber-beds)** — Solid timber beds that look great. More expensive, around $1,800 for a queen.
- **Lounge Lovers** — Check the exact model before buying. I'm not sure about every base, but the slats on some models look solid.
- **[The Acacia Tree](https://theacaciatree.com.au/collections/timber-bed-frames)** — More expensive, but the timber quality looks good.
- **Sleeping Duck, Koala, Eva and Ecosa** — Customers have used our mattresses on these bases and reported that they are solid. Their slats are engineered wood, but the main thing is that they don't flex.

The only bases I’d avoid are ones with flexible slats or thin slats. Solid timber is ideal, but thick plywood is fine if it doesn't flex.

### What about storage bed bases?

I'm yet to see a really solid bed base with storage underneath. Storage takes up the space where the base would normally be braced, so check it carefully.

If you want storage, go into a shop and look at it yourself. From what I can see online, Castlery beds seem okay. If you're after an ensemble, Snooze is worth checking in person.

If you're shopping online and there are no photos of the slats, or no technical specs, assume the slats are flimsy.

## Can I see the base at the showroom?

Yes, visit our Gladesville showroom at Unit 3, 14 Tennyson Road. We have bases on display.

---

## What base do you recommend?

**Best:** Ensemble base or solid timber slats about 8cm apart. Simple, solid, no moving parts. If you're outside Sydney, buy from a bed base specialist rather than Ausbeds.

**Good:** Any base with firm, flat slats that don't flex. Our Slimline Base has 14cm gaps and works with our mattresses because the slats are solid, but closer gaps are better if you have the option.

**Avoid:** Curved/flexible slats, storage beds with weak centre support, cheap flat-pack bases with thin slats.

---

## Can I put the mattress on the floor?

Yes. Our mattresses have springs to the edge (no foam box sides), so they ventilate well and won't get mouldy on a solid surface. This doesn't apply to most other mattresses.

---

## Why flexible slats are a problem

**The issue:** Flexible slats (curved, engineered plywood, processed wood) sag over time. When slats flex, the mattress dips and your hips sink, causing back pain. The mattress conforms to the shape of the slats beneath it.

**What to avoid:**

- Curved "sprung" slats
- Thin or weak engineered wood slats (plywood, MDF)
- Cheap flat-pack bases with thin slats
- Storage beds with weak centre support

**What works:**

- Solid timber slats (pine is common and works well)
- Ensemble bases with solid foundations
- Any slat that doesn't flex when you press down on it

The key test: Press down firmly in the middle of a slat. If it bends significantly, it's too flexible for a mattress.

---

## King bed bases

Our king-size Slimline Bed Base is Sydney only. It comes as two long singles that are pushed together. This is to help get it through most doorways.

---

## Do your mattresses work with adjustable/electric bases?

Yes, our mattresses work perfectly on adjustable bases. The pocket springs and latex flex nicely.

**Note:** We don't sell adjustable bases - just our solid Slimline Base. But if you have one or are buying one elsewhere, our mattresses will work fine on it.

---

## Pillows

We sell latex pillows. They are dunlop latex from Sri Lanka. GOLS certified and 95% organic.

- **Thin latex pillow:** $80
- **Thick latex pillow:** $90

Sometimes out of stock.

In the showroom, we have the thin latex pillows on our mattress. If you came into the showroom and liked the pillow, then you tried the thin latex pillow.

To check availability or to order, email the showroom at [sales@ausbeds.com.au](mailto:sales@ausbeds.com.au) or call (02) 8999 3333.

---

## Mattress protectors

In my opinion, there are two ways to go. I'm not trying to push either one - different people like different things. This is just to guide you to what fits your preferences.

**Natural fibre** - People like natural. But they don't stretch, so you get a drum effect. Your shoulders are not cushioned properly. And they're not waterproof - spill red wine and it's going through.

**Synthetic stretch** - Fully elastic, very thin, fully waterproof. Your mattress feels the same as it did in the showroom. No drum effect. The downside? It's literally a piece of stretchy plastic. Some people don't like that.

I stock the synthetic Protect-A-Bed. $35 for king size, $30 for every other size. It's practical, cheap, and does the job. People like it.

If natural fibres matter to you, I don't stock them, but they're easy to find.

---

## Mattress care & cover washing

The mattress cover (outer zip-off layer) can be washed:

- **Cold machine wash**
- **Line dry only** — do not tumble dry
- Tumble drying can cause shrinkage, and the cover may not fit back on properly

Don't wash the internal latex, micro springs, main springs, felt, or foam spacer layers. If something spills, remove the cover and wash it, then make sure it's fully dry before zipping it back on.

---

## Sheets for Ausbeds mattresses

### What size sheets do I need?

All our mattresses are **31cm tall**. Standard deep-fitted sheets should work fine.

### What type of sheets work best?

Karl recommends **stretch jersey knit** fitted sheets (at least for the bottom sheet). The stretch allows the mattress to flex and adjust naturally. Rigid sheets increase the drum effect.

---

## How much is delivery within Sydney?

$2/km within our Sydney delivery zone, up to 120km from our Gladesville factory. Live within 20km of our Gladesville factory? It's free.

This is delivered by Ausbeds staff. We bring the mattress into your bedroom, set it up, and remove the packaging. With standard 1-person delivery, you need to help the driver carry the mattress from the ute to the bedroom. Book 2-person delivery if you cannot assist.

Use the delivery calculator on the mattress page for the exact cost: [ausbeds.com.au/mattress](https://ausbeds.com.au/mattress) (just enter your address and hit enter).

---

## How much is delivery to Melbourne, Brisbane, or Canberra?

Within 15km of CBD: $190. Beyond 15km: $190 + $2 per km.

Use the delivery calculator on the mattress page for the exact cost: [ausbeds.com.au/mattress](https://ausbeds.com.au/mattress) (just enter your address and hit enter).

**Note:** Interstate delivery is for mattresses only. Bed bases are Sydney only.

---

## Do you have a pickup point in Melbourne/Brisbane/Canberra?

Unfortunately, we don't have a pickup location in Melbourne/Brisbane/Canberra. Our delivery partners drive directly from Sydney. If you live outside of our delivery zone, you may have to arrange that we deliver the mattress to a friend or family member in Melbourne/Brisbane/Canberra.

---

## Where do you deliver?

- Sydney: Within 120km of our Gladesville factory; as far west as Blackheath, north as the Central Coast and south as Kiama
- Melbourne: Metro + towns along Hume Highway corridor
- Brisbane: Metro + towns along Pacific Highway corridor
- Canberra: Metro + towns along Federal Highway corridor
- Goulburn: Blackheath to Goulburn run
- South Coast: Kiama to Ulladulla run

Use the delivery calculator on the mattress page to see if we deliver to you: [ausbeds.com.au/mattress](https://ausbeds.com.au/mattress) (just enter your address and hit enter).

We don't sell or deliver bed bases outside Sydney.

---

## Where is my order?

Track your order at [ausbeds.com.au/track](https://ausbeds.com.au/track).

Enter your 4 or 5 digit order number and the surname used on the order to see the latest delivery update. If the details are correct and the order cannot be found, call us on **(02) 8999 3333**.

## Can I have my mattress delivered on a weekend?

Yes. Weekend delivery is available in Sydney.

Outside Sydney, we use a trusted third-party delivery team. They will contact you to arrange the delivery date, which may also be on a weekend.

## Do you deliver on public holidays?

No. We do not deliver in Sydney on public holidays.

## Are there delays on new mattress orders?

Our mattresses are made to order. If the chosen configuration is in stock, we can usually make the mattress within 3 days, plus delivery time.

Availability depends on the mattress configuration. For the current ETA, select the configuration at [ausbeds.com.au/mattress](https://ausbeds.com.au/mattress). The ETA appears underneath the **Add to cart** button.

If the customer needs help, ask for their phone number and the mattress size and configuration they want. One of our staff will follow up. Do not ask for contact details again if the customer has already provided them.

## How long does delivery take?

**Sydney:** Most orders delivered within 3 days. Same-day often available - just call us.

**Interstate:** Between 3 days and 2 weeks, depending on our corridor run schedule.

**Corridor run schedule:**

- Melbourne: Every Tuesday (weekly)
- Brisbane: Every second Tuesday
- Canberra: Every second Tuesday (alternates with Brisbane)
- Goulburn & South Coast: by arrangement

After you order, you'll receive a call from us or from our delivery partners with information about your delivery.

---

## Can I request a specific delivery date?

**Sydney:** Yes, easy to arrange. Just tell us the date when ordering.

**Interstate:** We can book an AirTasker courier for a precise dates if our third-party delivery schedule does not work for you. Additional costs may apply.

---

## What's included in delivery?

Within our delivery zones, we bring the mattress into your room, set everything up and take away the packaging.

**Sydney 1-person delivery:** You need to be able to help the driver carry the mattress from the ute to the bedroom. The driver handles the setup and removes the packaging.

**Sydney 2-person delivery:** Our team handles the carrying, setup and packaging removal. You do not need to help carry anything.

**Melbourne, Brisbane, Canberra, Goulburn, and Ulladulla runs:** Our trusted third-party delivery team provides 2-person delivery as standard. They are familiar with the mattress setup and handle the carrying, setup and packaging removal.

**Outside our delivery zones:** You organise your own courier or removalist to collect from Gladesville. Before booking the courier, call our showroom on **(02) 8999 3333** so staff can check stock, confirm when the mattress can be made and book a collection time. We load it at the factory, but the service at your destination depends on the company you book.

---

## What if the mattress doesn't work out?

Every mattress comes with a **7-month trial period**. During those 7 months, we'll either adjust the firmness with 2 free firmness swaps, with one component per swap, or you can return it for a refund. Return cost is $90 processing fee plus pickup (same cost as your original delivery).

After the 7-month trial, comfort or change-of-mind returns are not available. You can still purchase replacement components to adjust the mattress without replacing the whole thing.

---

## Do I need to help carry the mattress?

**Sydney 1-person delivery:** Yes. You need to help the driver carry the mattress from the ute to the bedroom.

**Sydney 2-person delivery:** No. Our team takes care of all carrying and setup. 2-person deliveries are mostly available on Tuesdays and Thursdays. Some weekend appointments are available, but the schedule changes from week to week according to staffing.

If stairs are involved or you cannot safely help carry, request 2-person delivery. For availability, email [logistics@ausbeds.com.au](mailto:logistics@ausbeds.com.au) or phone Angus on 0431 764 612.

**Melbourne, Brisbane, Canberra, Goulburn, and Ulladulla runs:** No. 2-person delivery is standard and included in the delivery price.

**Outside our delivery zones:** Check with the courier or removalist you book. That delivery is arranged by you, not Ausbeds.

---

## What about apartments and stairs?

**Lift access:** Standard delivery works fine. Our drivers use lifts daily.

**Stair access (no lift):** Tell us when ordering. In Sydney, request 2-person delivery if you cannot safely help carry. For Melbourne, Brisbane, Canberra, Goulburn, and Ulladulla runs, 2-person delivery is standard.

**2-person delivery rates (Sydney only):**

- $4 per km
- Within 20km of our Gladesville factory: $50
- Mostly available on Tuesdays and Thursdays
- Available on some weekends, depending on staffing

---

## Can you remove my old mattress?

**Sydney only:** $60 per piece

- Mattress removal: $60
- One-piece bed base removal: $60
- Two-piece King bed base removal: $120
- Mattress plus one-piece base removal: $120
- Mattress plus two-piece King base removal: $180

## Do you remove bed bases?

Yes, in Sydney. Removal costs $60 per piece because that is what the tip charges us. A two-piece King base costs $120 to remove.

If you need both mattress removal and bed base removal, call us on **(02) 8999 3333** so we can prepare an invoice.

We don't make money on removal - it's just the tip fee we have to pay.

**Interstate:** We don't offer removal. Options:

- Melbourne: Council hard rubbish collection
- Brisbane: Council free kerbside collection bookings
- Canberra: ACT scheduled bulk waste collection
- Search "mattress recycling [your city]" - typically $50-100

---

## Can I pick up from the factory?

Factory pickup may be possible, but you must contact our showroom first. Our staff need to check that your exact mattress configuration is in stock and confirm that we can make it by your requested day. Do not assume that same-day, next-day or any other pickup date is available until our staff confirm it.

Call the showroom on **(02) 8999 3333** before ordering or travelling to the factory. Once confirmed, collection is from Unit 3, 14 Tennyson Road, Gladesville NSW 2111, and we'll load it into your vehicle for free.

**Vehicle needed:**

- Double: fits in a van
- Queen: need a large van or ute
- King: Large van or ute with a tray at least 203cm long × 183cm wide internally

For factory pickup, queen and king are easiest in two pieces — springs and cover in one section, comfort layers rolled separately. Single, king single and double can usually travel as one package.

---

## What if I live outside your delivery zones?

If you're outside our delivery zones — for example Perth, Adelaide, Cairns, Hobart, or regional areas we don't run to — you can organise your own courier or removalist to collect from our Gladesville factory. Call our showroom on **(02) 8999 3333** before booking the courier. Our staff need to check that your exact mattress configuration is in stock, confirm when it can be made and book the collection time. We'll load it for free.

This is not Ausbeds delivery, so check the service level before booking. Some couriers only deliver to the kerb or front door. If you need bedroom delivery and setup, book a removalist who agrees to do that.

Courier options customers can try:

- Doug's Freight — (02) 9724 4855
- Fragile Removals — 1300 857 696

It can get quite expensive, so it's worth getting a quote before ordering. We do have customers in Perth, Hobart, and Adelaide who have arranged their own shipping, and it's worked out well for them.

## What information should I give a courier for a quote?

Tell the courier the mattress is collected from Ausbeds, Unit 3, 14 Tennyson Road, Gladesville NSW 2111. We can load it at our factory.

For the measurements and weights your courier will need, visit our [delivery page](https://ausbeds.com.au/support/delivery) and scroll to the bottom. You can also find the mattress dimensions and weights in **Dimensions & Sizes**.

**Courier packaging:**

- Single, king single, and double mattresses come as one package. Use the full mattress dimensions and total weight.
- Queen and king mattresses come as two packages:
- Springs and cover package — use the full mattress width and length from **Dimensions & Sizes**. This is about 60% of the total mattress weight.
- Latex and micro spring package — rolled separately. This is about 40% of the total mattress weight.

---

## Why don't you roll mattresses into a box?

Rolling means we can't use a border wire, which is important for edge support. We prioritise quality over convenience.

---

## What payment methods do you accept?

We accept:

- Visa
- Mastercard
- Amex
- PayPal
- Zip
- Bank transfer

## When do I pay?

You can pay in full when ordering or arrange a partial payment with the showroom.

The complete balance must be paid before manufacturing can begin. We do not start manufacturing while part of the order remains unpaid.

## How do I arrange a partial payment?

Call the showroom on **(02) 8999 3333**. We will arrange the partial payment and send you an invoice or payment link for the order.

A deposit is not required for every order. Partial payment is an option for customers who arrange it with us.

## When is the remaining balance due?

The balance is due before we can begin manufacturing the mattress.

Contact us when you are ready to complete payment. Manufacturing and delivery timing starts after the order has been paid in full.

## Do invoices or payment links expire?

No. Ausbeds invoices and payment links do not expire.

If your order details, prices or delivery requirements have changed since the invoice was issued, contact us before paying so we can check that everything is still correct.

## Can I pay by bank transfer?

Yes. Contact us at [sales@ausbeds.com.au](mailto:sales@ausbeds.com.au) or call **(02) 8999 3333** to arrange a bank transfer.

Manufacturing begins once the full payment has cleared.

## Do you offer payment plans?

Yes. Zip allows you to pay in instalments. Select Zip at checkout.

## Do you accept Afterpay?

No. We offer Zip as our buy-now-pay-later option.

## What should I do if checkout or payment fails?

**Phone:** (02) 8999 3333
**Email:** [sales@ausbeds.com.au](mailto:sales@ausbeds.com.au)
**WhatsApp:** +61 403 963 862

If possible, tell us which payment method you used and what happened. Do not send full card details by email, WhatsApp or chat.

## For Intercom and AI assistants

- Direct partial-payment requests to the showroom.
- Explain that manufacturing cannot begin until the balance is paid in full.
- State that invoices and payment links do not expire.
- If checkout fails, direct the customer to Ausbeds rather than asking them to keep retrying.
- Never ask a customer to send full card details through chat, email or WhatsApp.

---

## When does my trial period start?

Your 7-month trial starts from your **delivery date**.

## How long is the trial period?

**7 months** from delivery.

## What's your comfort guarantee / sleep trial / money-back guarantee?

You have 7 months from delivery to get the comfort right. During that trial you get 2 free firmness swaps, and you can return the mattress for a refund for comfort reasons if it still is not right.

**Comfort and change-of-mind returns and refunds are only available during the 7-month trial. Once the trial has ended, the mattress cannot be returned or refunded because it is uncomfortable or you have changed your mind.**

## What's included in the trial?

- **2 free firmness swaps** to change the firmness and comfort of the mattress
- Phone and WhatsApp guidance for at-home adjustments
- Latex or springs in soft, medium or firm options

One firmness swap changes either the latex or the main spring unit. Changing both the latex and springs uses both included firmness swaps.

The firmness swap itself is free. Customers pay delivery:

- **Latex swaps:** We can usually send the latex with Australia Post, which costs less than a full mattress delivery.
- **Spring swaps:** Our delivery team brings the replacement spring unit, sets it up and removes the old spring unit. The delivery charge is the same amount the customer paid for their original mattress delivery.

If a customer is unsure which latex or springs are currently in their mattress, or which firmness they need, tell them to call the showroom on **(02) 8999 3333**.

## What products are covered by the 7-month trial?

The 7-month trial applies to the mattress only.

Bed bases, pillows and mattress protectors are not included in the 7-month return policy.

## Can I return the mattress if I don't like it?

Yes, but only within the 7-month trial period. Contact us before the 7 months have ended.

**Return costs:**

- $90 processing fee
- Return pickup fee (same as your original delivery cost)

**Example refund (Brisbane customer):**

- Mattress price: $2,450
- Processing fee: $90
- Return pickup: $190
- **Refund = $2,450 - $90 - $190 = $2,170**

A firmness swap is not required before requesting a return. However, most comfort issues can be resolved by changing the latex or springs, so customers should be told about their 2 free firmness swaps before returning. Most customers who contact us about discomfort choose adjustment over return.

## Can I get a refund after the 7-month trial?

No. After the 7-month trial has ended, we do not accept returns or provide refunds for comfort reasons or a change of mind.

The mattress is modular, so you can purchase the latex, springs or other component needed to change the comfort without replacing the whole mattress. No single replacement component costs more than 25% of the mattress price, plus any applicable delivery or service cost.

## What if I organised my own freight for returns?

If you used a courier or removalist, you also organise the return freight yourself. Ausbeds only deducts the $90 processing fee from your refund.

## Do I need to keep the packaging?

No - we can supply packaging if you no longer have it.

## What condition does the mattress need to be in?

Reasonable condition - no major damage or stains. Normal use is fine.

## Is there a return processing fee?

Yes, $90 processing fee plus return pickup (same rate as your original delivery).

## How do I initiate a return?

**Step 1: Contact us** within your 7-month trial

- Call (02) 8999 3333 or email [sales@ausbeds.com.au](mailto:sales@ausbeds.com.au)

**Step 2: Prepare the mattress**

- Keep it clean (no major stains or damage)
- We can supply packaging if you no longer have the original

**Step 3: Pickup**

- **Ausbeds-delivered orders:** We schedule pickup with our driver or interstate partner
- **Customer-arranged freight:** You schedule your carrier; we help load at Gladesville

**Fees:**

- $90 processing fee (deducted from refund)
- Return pickup fee = same as your original delivery fee

## What do adjustments cost after the trial?

Your first 2 firmness swaps during the 7-month trial are free. One swap means one component. If you need more than 2 firmness swaps during the trial, each additional firmness swap is $50.

After the trial, you can still adjust your mattress at any time. Post-trial component changes require purchasing the new component. No single component costs more than 25% of your total mattress price.

**Delivery costs:** Latex can usually be sent with Australia Post. Spring swaps use our delivery team and cost the same amount as the customer's original mattress delivery.

**Our philosophy:** We don't profit from replacement components. Our goal is to help your mattress last forever and reduce waste.

## What if I'm on an old trial?

We recently simplified the trial to 7 months. If you're an existing Ausbeds customer and had a different trial period, we will honour the terms of your trial. Email us at [sales@ausbeds.com.au](mailto:sales@ausbeds.com.au) if you are unsure what trial you're on.

## Where can I read more about the warranty and comfort trial?

You can download our warranty here: [https://cdn.ausbeds.com.au/56a6925d-8162-48c4-93b9-c82aad7e0f23/ausbeds_product_warranty_2026_mar.pdf](https://cdn.ausbeds.com.au/56a6925d-8162-48c4-93b9-c82aad7e0f23/ausbeds_product_warranty_2026_mar.pdf) (last updated March 2026).

---

## How long is the warranty?

**10 years** covering manufacturing defects and material deterioration.

## What's the difference between trial and warranty?

**7-month trial:** For comfort adjustments (firmness and feel). It includes 2 free firmness swaps, with one component per swap. You pay delivery only.

**10-year warranty:** Covers defects and significant and premature material deterioration only. NOT for normal wear and tear, gradual softening, comfort preferences or improper use. See Warranty PDF for full details: https://cdn.ausbeds.com.au/56a6925d-8162-48c4-93b9-c82aad7e0f23/ausbeds_product_warranty_2026_mar.pdf

**In practice:** During your 7-month trial, if something feels wrong (too firm, too soft, pressure points), we swap components for free — you only pay delivery. You can also return the mattress for comfort reasons during the trial. After the 7 months have ended, comfort or change-of-mind returns and refunds are not available. You can purchase replacement components to change the comfort. See **Sleep Trial & Returns** for post-trial component costs and service visit fees.

## What's covered under warranty?

- Significant and premature dipping or deterioration in the comfort materials
- A main spring unit that has become significantly softer over time
- Defective or damaged springs
- Cover construction faults, including zippers and seams
- Foam or latex defects or severe and premature deterioration
- Micro spring defects
- Other manufacturing defects affecting performance

If the main spring unit has become significantly softer, we can replace it with a firmer spring unit for free. This is different from replacing a spring unit with a manufacturing defect, but we still support the customer by restoring the appropriate support.

## What's not covered?

- Comfort preferences after trial period ends
- Cosmetic imperfections that don't affect performance
- Damage from misuse, stains, or spills
- Damage from customer transport
- Normal wear and tear
- Mattress protector issues (separate manufacturer warranty)

## Do I need to prove the mattress is faulty?

To help us assess your claim, please provide a description of the defect, and clear photographs showing both the defect and the product. We may also request additional photos, or conduct an on-site inspection.

## My mattress feels like it is dipping. Is that a warranty issue?

Dipping usually refers to deterioration or compression in the comfort materials. If the latex, foam or another comfort component has deteriorated significantly and prematurely, it may be a warranty issue.

If the sleeper's weight has increased and the original springs no longer provide enough support, that is not considered dipping or a spring defect. The springs were selected for the person's earlier body weight, so the mattress may now need a firmer spring unit. Contact us and we will help identify the right solution.

Springs can also become significantly softer over time. When that happens, we can replace the springs with a firmer spring unit for free. This is separate from replacing a defective spring unit.

## Check the bed base first

When people tell us their mattress is dipping, the bed base is the cause about 80% of the time. The slats flex and can't hold the weight of the mattress, so the dip you feel isn't actually the mattress wearing out.

Here's how to confirm it:

- **Press down on the slats with your hand.** If they flex under pressure, the base isn't strong enough for the mattress.
- **Sleep on the floor for one night.** Put the mattress on the ground and see how it feels. If the dipping goes away, it's the base.
- **If you're in Sydney, get in touch.** We can supply a piece of plywood to firm up the slats. It's a temporary fix until you sort out a better base.

## What does a warranty claim cost?

**If your claim is valid:** FREE

**Service visit fee:** See **Sleep Trial & Returns** for current rates.

The correct fix depends on the cause. Comfort-material deterioration, significantly softened springs, a defective spring unit and a change in the sleeper's body weight are different situations, so we assess them separately.

## How do I make a warranty claim?

1. Call us on (02) 8999 3333, or email sales@ausbeds.com.au
2. Describe the issue and send photos
3. We diagnose and recommend a fix
4. We schedule a service visit or ship components

## What if I need a component after the trial?

You can swap components at any time, forever. No single component costs more than 25% of your total mattress price. You just pay the component cost plus delivery.

For delivery costs, see **Delivery Information**.

Latex can be posted (it rolls up). Springs go on delivery runs.

## Is the warranty transferable?

No, the warranty covers the original purchaser only. If you sell your mattress, the new owner won't be covered under the remaining warranty period.

---

## Why do I wake up with shoulder or hip pain?

**What's happening:** Your comfort layer may be too firm for your body weight. You're not cushioned enough, so pressure builds at contact points such as your shoulders and hips.

**The fix:**

- At-home adjustment: return the mattress to its softest, most contouring setting by placing the felt underneath the spring unit with the spring's soft side facing up
- Firmness swap: if the mattress is already on its softest setting, call us to discuss whether a different component would help
- Check your base: Rigid slats can make mattress feel firmer

---

## Why do I get pins and needles or a dead arm?

**What's happening:** Pressure on nerves, and sometimes blood vessels, can cause pins and needles or a dead arm. A mattress that's too firm can contribute by putting too much pressure around your shoulder and arm.

**The fix:**

- Same as pressure points - soften the top layer
- Check sleeping position: Side sleepers need more give than back sleepers
- Consider the Cloud when more cushioning around pressure points is needed; it has two micro spring layers

---

## Why do I have lower back pain or feel like I'm sinking?

**What's happening:** In our experience, most mattress-related lower back pain comes from the sleeper sinking too far. The mattress may be too soft for their weight, the comfort layers may have softened or collapsed, or flexible bed slats may be sagging underneath.

Less commonly, the mattress is too firm, particularly for side sleepers, so the hips and shoulders cannot sink enough to keep the spine comfortably aligned. In our experience, roughly 80% of the back-pain cases we troubleshoot involve too much sinking, while around 20% involve a mattress that is too firm.

**Feels like you're sinking or your hips are dropping too far:**

- Check your base first: in our experience, around 80% of the dipping or sinking problems customers contact us about turn out to involve the bed base
- At-home adjustment: move the felt above the springs for the middle setting, or flip the springs firm side up with felt above for the firmest setting
- Firmness swap: if the firmest setting does not solve the issue, call us to discuss the spring or comfort components

**Feels hard, your hips or shoulders will not sink, or you have pressure-point pain:**

- Return the mattress to its softest setting by placing the felt underneath the spring unit with the spring's soft side facing up
- If it is already on the softest setting, call us to discuss the comfort layer and cushioning

---

## Why does only one side of my body hurt?

**What's happening:** An uneven bed base is one thing to check. One side of your slats may be sagging more than the other, or the mattress may be positioned unevenly.

One-sided pain can also relate to sleep position, an existing shoulder or hip problem, pillow setup or the mattress itself.

**The fix:**

- Check your slats: Press down on each side, see if one flexes more
- Rotate your mattress 180 degrees to test
- If problem follows the mattress, it's the mattress. If it stays on the same side of the bed, it's the base.

---

## Why do I wake up with neck pain?

**What's happening:** Pillow height is usually the first thing to check. Mattress firmness can also change how far your shoulder sinks, which changes the pillow height you need.

**The fix:**

- Softer mattress: generally try a lower pillow because your shoulder sinks further
- Firmer mattress: generally try a higher pillow because your shoulder sinks less
- Side sleepers need enough pillow height to fill the space between the shoulder and head
- If adjusting the pillow does not help, the mattress comfort layer may be too firm

---

## Why am I sleeping hot?

**What may be happening:** Heat retention often comes from thick foam layers, particularly memory foam. It can also be made worse by poor airflow underneath the mattress. Bedding, protectors, room conditions and the sleeper's own body temperature also affect the result.

**What to try:**

- Use lighter bedding and natural fibres such as cotton or linen
- Check whether the mattress protector is thick or non-breathable
- Check whether air can move around the mattress and base
- Improve room ventilation or use active air or water cooling
- See **Heat & Sleeping Hot** for a fuller explanation

---

## Should I get a mattress topper?

Honest answer: it depends on what you're trying to achieve.

For some people, a topper works fine. It makes the bed softer, you sleep okay, problem solved.

But here's my perspective: **a topper usually covers up a problem rather than fixing it.**

### The troubleshooting order (bottom to top)

**1. Check your base first**
A lot of apparent mattress problems are actually base problems. In our experience, around 80% of the dipping or sinking problems we investigate involve the bed base. Flexible slats sag over time, causing your hips to sink.

*Test:* Press your slats with your fingers. If they flex significantly, that's your problem - not the mattress.

**2. Check your springs**
If your base is solid but you're still uncomfortable, the springs might be wrong for your body weight.

A topper won't fix wrong springs. It just puts more padding between you and the real problem.

**3. Only then consider the comfort layer**
If your base is solid AND your springs match your weight, then adjusting the top layer makes sense.

### The bottom line

If a topper makes your bed bearable - great, use it. But if you want it to be right, start at the bottom and work up.

---

## Still in pain after adjustments?

Call us. Some situations need a conversation - we've fitted thousands of people and can usually figure out what's going on.

**Phone:** (02) 8999 3333
**WhatsApp:** +61 403 963 862

If pain, numbness or pins and needles are persistent, severe or happen outside bed as well, talk to your doctor or physio. A mattress can contribute to discomfort, but it is not the only possible cause.

---

## What makes a mattress sleep hot?

Your body produces the heat. The mattress affects how quickly that heat builds up and how easily it can escape.

The main factors are:

- The amount and thickness of foam
- The foam's density and thermal properties
- How much air can move through the mattress
- The cover, protector, sheets and bedding
- Room temperature, humidity and the sleeper's own temperature

A thick foam core generally has more material available to absorb and retain body heat than a spring unit with a thinner comfort layer.

## The frying pan analogy

Think of a thin frying pan and a thick one. The thicker pan contains more material, so it can absorb and hold more heat.

Mattress foam follows the same broad principle. More foam gives body heat more material to move into, but foam quantity does not translate into a simple heat ratio. Airflow, density, construction and the room all affect the result.

## Why springs generally retain less heat than a foam core

A spring unit has very little material to store heat compared with a solid foam core, and its open structure allows much more air movement.

Testing has found that innerspring systems can create a cooler and drier bed microclimate than latex systems under the same conditions. The practical point is not that springs store no heat at all. It is that a mostly open spring unit contains much less heat-storing material than a thick foam core.

## Why memory foam can feel warm and slow to move on

Memory foam is viscoelastic polyurethane foam. It is designed to soften and respond differently as temperature and pressure change, then recover its shape slowly.

That slow recovery is the main reason people describe a "stuck in mud" feeling. The foam moulds around the body and takes longer to spring back when the sleeper moves.

Memory foam should not automatically be described as closed-cell. Flexible polyurethane mattress foams, including viscoelastic foams, can have open-cell structures. Heat behaviour depends on the complete construction, including foam thickness, density, airflow and the layers around it.

Most all-foam mattresses also contain several foam types. It is inaccurate to describe every 25-30cm all-foam mattress as a solid block of memory foam.

## Why Ausbeds uses a thinner latex layer over springs

Ausbeds mattresses use 5cm of natural latex over an open spring structure rather than relying on a deep foam core for the full mattress height.

This reduces the amount of foam available to retain heat and leaves more open space for air movement. It does not make the mattress actively cold, but it should reduce heat buildup compared with many thick all-foam constructions.

## How latex handles heat and airflow

Latex can have an open cellular structure. The larger moulded holes through a latex sheet are separate from that cellular structure, but they can also provide paths for air movement.

Latex still absorbs body heat. Its open structure and perforations can help air move, but we should not describe it as a heat sink or claim that it continuously carries heat away from the sleeper.

## Do cooling gels, graphite and phase-change materials work?

They can change how quickly and where heat moves, but they do not make heat disappear.

Cooling gels and other high-heat-capacity materials can absorb more heat before they warm up. Phase-change materials can absorb heat during their phase transition. These effects may delay heat buildup, but the material eventually warms unless the heat can escape somewhere else.

Graphite can help conduct heat away from the point where the body touches the mattress. That heat still needs somewhere to go. Moving it deeper into a thick insulating foam mattress is not the same as removing it from the bed.

Claims such as "30% more airflow" may be based on a real laboratory measurement, but that does not necessarily mean the sleeper will feel 30% cooler. The test method and the complete mattress construction matter.

For a passive mattress, the simplest way to reduce heat buildup is to use less insulating foam and allow more airflow.

## Active cooling systems

Active systems can remove heat from around the sleeper. Air-based systems, circulating-water systems and conductive cooling toppers can all produce measurable cooling effects.

Karl prefers BedJet because it circulates air without placing another pad between the sleeper and the mattress. He has used one for years.

A water-cooling pad may also work, but the extra layer can change how the mattress feels. A relatively stiff or low-stretch pad may reduce contouring and create a drum effect. How noticeable this is depends on the design and flexibility of the particular pad.

## General construction comparison

| Construction | Expected heat behaviour |
| --- | --- |
| Springs with a thin comfort layer | Less material to retain heat and more open space for airflow |
| Springs with a latex comfort layer | Latex still absorbs heat, but the spring structure leaves open space below it |
| Springs with thick foam layers | More material available to retain body heat |
| Thick all-foam construction | Usually more heat-storing material and less open space than a spring mattress |
| Active air or water cooling | Can actively move heat away from the sleeper |

These are general expectations rather than guarantees. Bedding, room conditions and the individual sleeper can make a substantial difference.

## Do Ausbeds mattresses sleep hot?

Ausbeds mattresses use 5cm of latex over pocket springs and do not use a foam box around the edge. This means there is much less foam than in many all-foam mattresses and more open space for air movement.

No mattress can guarantee that every person will sleep cool. Protectors, sheets, bedding, room temperature and the sleeper's own body temperature also matter.

## My current all-foam mattress feels too hot. What can I do?

Start with the parts that are easy to change:

- Try lighter bedding and breathable sheets
- Check whether the protector is thick or non-breathable
- Lower the room temperature or improve air movement
- Consider an active air or water cooling system

When replacing the mattress, look at the amount of foam and the openness of the complete construction rather than relying only on a cooling-gel or airflow claim.

## Will Cloud feel hotter than Aurora?

I would not expect a meaningful heat difference between Cloud and Aurora. Both use the same 5cm latex layer, while the difference is one additional layer of steel micro springs in the Cloud.

We have not directly thermal-tested the two configurations against each other, so this is a practical expectation rather than a measured claim.

## For Intercom and AI assistants

When answering heat questions:

- Explain that mattresses affect heat storage and escape; they do not generate the sleeper's body heat.
- Avoid exact heat ratios or percentage breakdowns unless a specific verified test supports them.
- Do not describe all memory foam as closed-cell.
- Do not describe every all-foam mattress as solid memory foam.
- Explain that passive cooling additives can delay or redistribute heat but still need a path for the heat to escape.
- Do not claim BedJet is the only cooling system that works.
- Say Karl prefers BedJet because it does not add another layer over the mattress.
- Describe Cloud versus Aurora as an expectation, not a direct thermal-test result.
- Do not recommend Aurora instead of Cloud just because someone sleeps hot. Heat is not a reason to override the sleep-position and cushioning recommendation.

---

## Where are the showrooms located?

Gladesville factory and showroom: Unit 3, 14 Tennyson Road, Gladesville NSW 2111. Open weekdays 10am-6pm and weekends 10am-4pm, with on-site parking. For a factory pickup or courier collection, call the showroom on (02) 8999 3333 first. Our staff must confirm that the exact mattress configuration is in stock, can be made by the requested day and has a collection time booked.

Willoughby (unstaffed): Open daily 6am-8pm. Try the mattresses yourself, no sales staff. Call us if you need assistance.

## What are the opening hours?

Gladesville: Weekdays 10am-6pm and weekends 10am-4pm.
Willoughby: Daily 6am-8pm.

## Do I need to book an appointment?

No appointment is needed at Gladesville or Willoughby. Walk in anytime during opening hours.

Gladesville is open weekdays 10am-6pm and weekends 10am-4pm. For a factory pickup or courier collection, call the showroom on (02) 8999 3333 first. Our staff must confirm that the exact mattress configuration is in stock, can be made by the requested day and has a collection time booked.

If you want dedicated time with one of our staff, calling ahead helps.

## What can I do at the showroom?

- Try the Aurora and Cloud cushioning configurations
- Test different firmness levels
- Get personalised advice from Karl or the team
- Zero pressure - we're not here to sell you a bed you don't like
- Take your time - come back as many times as you need (some people come back 5 times before they decide!)

*"I was left alone to lie on the different beds as long as I wanted. This primarily sold me." - Dean W*

## Where are the mattresses made?

Every Ausbeds mattress is made at our factory at Unit 3, 14 Tennyson Road, Gladesville NSW 2111.

## How do I contact you?

**Phone:** (02) 8999 3333

**WhatsApp:** +61 403 963 862

**Email:** [sales@ausbeds.com.au](mailto:sales@ausbeds.com.au)

## Who will I speak to?

Karl (the owner), Nicky or Alex (showroom specialists). Karl has been making and fitting mattresses for more than 15 years.

Want to see how Karl thinks about mattresses? Check out his Reddit posts where he answers questions and shares industry insights: [reddit.com/user/karlatausbeds](http://reddit.com/user/karlatausbeds)

## Can I get advice without visiting?

Yes. [Book a call with a showroom specialist](https://ausbeds.com.au/book-a-call) and we can talk through your needs and recommend a starting mattress configuration. This is especially helpful for interstate customers or anyone who is unsure what will suit them.

You can also call or email. We can discuss:

- Which mattress configuration suits you
- What firmness to start with
- Delivery options to your area
- Any questions about the mattresses

**What happens after you order:** We call you to arrange delivery. We deliver full-size (never compressed) to your room, set it up, and remove packaging. You get a 7-month trial with 2 free firmness swaps to dial in the comfort. One swap covers one component.

## Is there a showroom in Melbourne or Brisbane?

**Sydney showrooms only:**

- **Gladesville factory and showroom:** Unit 3, 14 Tennyson Road, Gladesville NSW 2111. Open weekdays 10am-6pm and weekends 10am-4pm, with on-site parking. For a factory pickup or courier collection, call the showroom on (02) 8999 3333 first so our staff can check stock, confirm the mattress can be made by the requested day and book a collection time.
- **Willoughby** (unstaffed): Open daily 6am-8pm. Try the mattresses yourself, no sales staff.

**No Melbourne or Brisbane showrooms.** If you can't visit Sydney, here's what we recommend:

1. **[Book a call](https://ausbeds.com.au/book-a-call)** - A showroom specialist will ask about each sleeper's weight, sleep position, preferences and concerns, then recommend a starting configuration.
2. **Trust the trial** - You get 7 months and 2 free firmness swaps to get it right. One swap covers one component. The only thing you pay is the delivery.
3. **Check other quality factories** - [ausbeds.com.au/whats-the-best-mattress-in-australia](http://ausbeds.com.au/whats-the-best-mattress-in-australia) lists other independent Australian mattress makers worth considering
4. **Check customer reviews** - Many interstate customers ordered sight-unseen and are thrilled

We've fitted thousands of customers remotely. The body weight system works.

*"I'm in Brisbane but if I was in Sydney I would now recommend that you skip the details and just go to their showrooms, try the beds and get the team's advice." - David*

## Can I visit on the weekend?

Gladesville is open weekends from 10am-4pm. Willoughby is open daily from 6am-8pm.

---

## Are you open on public holidays?

**Gladesville:** Call ahead for public holiday hours

**Willoughby:** Open daily 6am-8pm

Call ahead to confirm: (02) 8999 3333

---

## How to sign off emails

End with: "Give us a call when you get a chance, or drop your number here and I'll call you."

---

Use these links when directing customers to specific pages.

## Products

- [Ausbeds Mattress](https://ausbeds.com.au/mattress)
- [Bed Base](https://ausbeds.com.au/mattresses/base)

### Send a configured mattress link

When recommending a mattress, confirm the customer's latex, spring and micro spring choices, then send a link in this format:

`https://ausbeds.com.au/mattress?l={soft|medium}&s={medium|firm}&m={1|2}&from=chat`

Examples:

- [Soft latex, medium springs, Cloud](https://ausbeds.com.au/mattress?l=soft&s=medium&m=2&from=chat)
- [Soft latex, firm springs, Cloud](https://ausbeds.com.au/mattress?l=soft&s=firm&m=2&from=chat)
- [Medium latex, medium springs, Cloud](https://ausbeds.com.au/mattress?l=medium&s=medium&m=2&from=chat)
- [Medium latex, firm springs, Cloud](https://ausbeds.com.au/mattress?l=medium&s=firm&m=2&from=chat)
- [Medium latex, medium springs, Aurora](https://ausbeds.com.au/mattress?l=medium&s=medium&m=1&from=chat)
- [Medium latex, firm springs, Aurora](https://ausbeds.com.au/mattress?l=medium&s=firm&m=1&from=chat)

Use **Mattress Recommendations** to work through the choices. Do not send customers to the retired `/mattresses/cooper`, `/mattresses/aurora` or `/mattresses/cloud` product pages.

**Delivery options:**

- For exact delivery cost → direct to the [Ausbeds Mattress](https://ausbeds.com.au/mattress) page, where the delivery calculator is available
- For general delivery information, including areas and timeframes → direct to [Delivery Information](https://ausbeds.com.au/support/delivery)

## Advice and support

- [Book a Call](https://ausbeds.com.au/book-a-call) — book a time with a showroom specialist for a mattress recommendation or help choosing the right setup. This is especially useful for interstate customers and anyone who is unsure what will suit them.

## Support and info

- [Track an Order](https://ausbeds.com.au/track) — enter the order number and surname to see the latest delivery update
- [Delivery Information](https://ausbeds.com.au/support/delivery)
- [Sleep Trial](https://ausbeds.com.au/support/sleep-trial)
- [Warranty](https://ausbeds.com.au/support/warranty)
- [Returns](https://ausbeds.com.au/support/returns)
- [FAQs](https://ausbeds.com.au/support/faqs)
- [Adjustment Options](https://ausbeds.com.au/support/adjustment-options)
- [Adjustment Videos](https://ausbeds.com.au/support/adjustments)
- [Half-Half Mattress](https://ausbeds.com.au/support/half-half-mattress)

## Showrooms

- [Willoughby Staffless Store](https://ausbeds.com.au/showrooms/willoughby) — 94 Penshurst Street, Willoughby
- [Gladesville Factory & Showroom](https://ausbeds.com.au/showrooms/gladesville) — Unit 3, 14 Tennyson Road, Gladesville NSW 2111. Weekdays 10am-6pm and weekends 10am-4pm, with on-site parking. For factory pickup, call the showroom on (02) 8999 3333 first so staff can check stock, confirm the mattress can be made by the requested day and book a collection time.

## About

- [Our Story](https://ausbeds.com.au/about/our-story)
- [Our Philosophy](https://ausbeds.com.au/about/our-philosophy)
- [How It Works](https://ausbeds.com.au/about/how-it-works)
- [Reviews](https://ausbeds.com.au/about/reviews)

## Guides

- [Mattress Guide](https://ausbeds.com.au/mattress-guide)

## Further reading

- [Karl's Reddit Posts](https://www.reddit.com/user/karlatausbeds/) - Karl answers mattress questions and shares industry insights

---

## YouTube videos

**Channel:** [Ausbeds](https://www.youtube.com/@AusbedsTheMattressGuy)

### Send to customers asking about adjustments

- [At Home Adjustments](https://youtube.com/watch?v=MMnpA7Zhiyc) - Overview of DIY firmness adjustments (1:55)
- [Legacy Aurora mattress adjustment](https://youtube.com/watch?v=0RRLIZmRyMA) - For older Aurora configurations; confirm the customer's setup before sending (0:54)
- [Need More Help? Technicians Have You Covered](https://youtube.com/watch?v=tBcNXpbTLl4) - When to call for help (1:39)

### Send to skeptics / education

- [Mattress Deconstruction](https://youtube.com/watch?v=SbumQftM8II) - What's inside an Ausbeds mattress (1:04)
- [The Truth About Mattress Heat](https://youtube.com/watch?v=MynScW_7RsY) - Why cooling gel is marketing (2:17)
- [The Truth About Zoned Mattresses](https://youtube.com/watch?v=gJ6zBbuEVtY) - Why zones don't work (2:59)

### Send to people who can't visit

- [Australia's first staffless mattress store](https://youtube.com/watch?v=nSqDDWu0R10) - Willoughby store intro (0:37)

### Brand story / new customers

- [Ausbeds Story](https://youtube.com/watch?v=WyeaZDUvH8A) - Adjustability and sustainability (0:51)
- [Why Mattress Shopping Is Broken](https://youtube.com/watch?v=LFTu1VJf5-M) - How Karl built Ausbeds to fix it (3:29)

---

## What does buy it for life mean?

A buy-it-for-life mattress is designed to be adjusted, repaired and renewed instead of discarded when your comfort needs change or one component wears out.

An Ausbeds mattress has a zippered cover and separate internal components. We can work on the part that needs attention without replacing the complete mattress.

Buy it for life does not mean every component will remain unchanged forever or that every future replacement is covered by warranty. It means the mattress is built so individual parts can be accessed, adjusted and replaced over time.

## Which components can be replaced?

The replaceable components include:

- Natural latex
- Main pocket spring unit
- Micro spring layers
- Felt
- Purple foam
- Zippered mattress cover

## What can I adjust at home?

Current mattresses have three at-home firmness settings using the included felt and a flippable main spring unit.

1. **Softest setting:** The spring unit's soft side faces up and the felt sits underneath. This is the standard delivered setup unless otherwise specified and gives the most contouring.
2. **Middle setting:** Keep the soft side facing up and move the felt above the springs for additional firmness.
3. **Firmest setting:** Flip the spring unit so the firm side faces up and keep the felt above it. The firm side has a layer of white mesh over the springs.

Moving through the three settings can make the mattress approximately 15-20% firmer. See **Ausbeds Fitting System: Adjusting Your Firmness** before moving components.

## What can Ausbeds change?

We stock different components so the mattress can be changed when an at-home adjustment is not enough:

- **Main springs:** Medium and firm are the standard support options. Soft springs are available by request for children and people under 50kg, but they are too soft for most adults.
- **Latex:** Soft and medium latex are the standard surface-feel options. Firm latex is available by request, but it is far too firm for most applications and can cause pressure pain.
- **Micro spring layers:** The number of micro spring layers can be adjusted to change the amount of cushioning and contouring.
- **Felt:** Full and half-width felt pieces can fine-tune firmness, including making one side firmer for a couple.

These are component changes, not normal at-home adjustments. Speak to us first so we can identify the correct setup.

## How much do replacement components cost?

Component prices can change, but no single replacement component costs more than 25% of the price of your mattress.

After the trial, you pay for the replacement component and any applicable delivery or service visit. We confirm the current price before arranging the work.

## What is covered during the trial?

The mattress has a **7-month trial** with **2 free firmness swaps**. One swap covers one component, so changing two components uses both included swaps.

The trial is for adjusting comfort and feel. Applicable delivery or service costs still apply. See **Sleep Trial & Returns** for the complete terms.

## What does the warranty cover?

The **10-year warranty** covers manufacturing defects and significant premature material deterioration. It does not cover normal wear, accidental damage or a comfort preference that changes after the trial.

A warranty claim and a paid component replacement are different. See **Warranty** for the complete coverage and claim process.

## Why repair instead of replacing the mattress?

Replacing one component usually costs much less than buying another complete mattress. It also avoids throwing away the cover, springs and comfort materials that are still working properly.

Bodies and preferences change. A new partner, weight change, injury or simply wanting a different surface feel should not automatically mean starting again with a new mattress.

Repairing and adjusting the mattress saves money, reduces waste and lets us preserve the parts that are still doing their job.

## How do I arrange an adjustment or replacement?

Call us on **(02) 8999 3333** or WhatsApp **+61 403 963 862**. Tell us which mattress you own, when you bought it and what you are noticing.

We will work out whether the next step is an at-home adjustment, a trial firmness swap, a warranty assessment or a paid replacement component.

## For Intercom and AI assistants

When explaining the buy-it-for-life mattress:

- Explain that individual components are accessible and replaceable.
- Do not promise that components last forever.
- Distinguish the 7-month trial, 10-year warranty and paid post-trial replacements.
- State that one trial swap covers one component.
- State that no single replacement component costs more than 25% of the mattress price.
- Tell customers to contact Ausbeds before ordering or changing replacement components.

---

Use analogies only when they make a confirmed answer easier to understand. They should not replace the recommendation process in **Mattress Recommendations**.

Do not use an analogy to claim that one mattress component matters more than everything else. Latex feel, spring support and micro spring cushioning each answer a different question.

## The clothing layers analogy

**Use for:** Why mattresses with more foam can retain more body heat.

A thick stack of clothing can hold more body heat than a thin layer. Mattress foam works in a similar way: the amount and thickness of foam generally matter more than a cooling additive printed on the label.

Ausbeds uses 5cm of latex over springs rather than making the whole mattress from foam.

**Do not say:** That an exact material will feel cool for every person, or quote an unsupported heat percentage.

## The drum analogy

**Use for:** Why a stiff mattress protector or fitted sheet can change the surface feel.

A drum skin resists movement because it is stretched tightly. A stiff protector or sheet can create a smaller version of that effect across a mattress, reducing how easily the surface follows shoulders and hips.

Stretch jersey fitted sheets and flexible protectors allow the mattress surface to move more freely.

## The bike analogy

**Use for:** The modular design and replaceable parts.

A bike is made from separate serviceable parts. When a tyre or chain wears, you replace that part rather than throwing away the whole bike.

An Ausbeds mattress works on the same principle. The cover opens so latex, micro springs, felt and the main spring unit can be adjusted or replaced separately.

**Do not say:** That components never wear or that every replacement is covered by warranty. Trial, warranty and paid replacement terms still apply.

## The solid table analogy

**Use for:** Why the bed base needs to be rigid and stable.

A mattress follows the foundation underneath it. A solid, level table stays flat under weight; a flexible surface bends. In the same way, weak or bowed slats can change how a mattress feels and make it appear to dip.

The practical test is to press firmly on the slats. If they flex easily, the base may need reinforcing or replacing.

## The suspension analogy

**Use sparingly for:** Explaining why body weight helps choose between medium and firm main springs after the customer has chosen their latex feel.

A suspension system needs to carry the load placed on it. Our main springs do the same job underneath the chosen comfort layers, so body weight helps us choose medium or firm support.

This analogy explains the spring-support step only. It does not choose latex feel or micro spring cushioning:

- The customer chooses soft or medium latex from the surface feel they prefer.
- Their latex choice and body weight guide medium or firm springs.
- Their sleep position and preference guide one or two micro spring layers.

Never say that spring tension is what everything else rests on, or that getting springs right automatically determines the rest of the mattress.

## Analogies not to use

Do not use the old:

- Marshmallow-on-a-table analogy
- House-foundation analogy claiming springs matter more than foam
- Shoe-industry analogy
- Oat-milk analogy
- Tyre analogy for refusing a warranty claim

These either oversimplify the current fitting system, introduce unrelated opinions, or can sound dismissive when a customer needs practical help.

---

## How to answer competitor questions

Focus on materials and design rather than criticising competitors. Help customers understand what to look for:

1. **What type of springs?** Pocket springs contour better than foam alone
2. **Can it be adjusted after purchase?** Repairability extends mattress life
3. **Is the spring tension selected for the comfort layer and body weight?** One-size-fits-all has limitations
4. **Can you see inside?** Transparency about components is a good sign

If asked about a brand we don't have info on: "I don't have details on that brand, but here's what to look for in any mattress..."

---

## Koala

**Construction:** All-foam, no springs. Compressed for courier delivery.

**Key limitation:** Firmness cannot be modified after purchase. Without springs, foam bears full responsibility for support — heavier sleepers compress it faster.

**Suits:** Lighter sleepers, those who prefer foam feel, customers prioritising convenient delivery.

---

## Sleeping Duck

**Construction:** Hybrid — pocket springs with foam comfort layers. Compressed for courier delivery.

**Key limitation:** Spring tension is fixed (very firm). Foam layers can be rearranged but springs can't be swapped for different tension.

**Suits:** Heavier sleepers (90kg+) who prefer firm support with courier delivery convenience.

---

## Sealy

**Construction:** Various spring systems with foam comfort layers. Traditional retail.

**Key limitation:** Fixed construction — cannot be modified after purchase. Performance varies heavily by model and foam quality.

**Suits:** Those who want to try in-store. Firm models with minimal foam hold up best.

---

## Ecosa

**Construction:** All-foam with rearrangeable layers. Compressed for courier delivery.

**Key limitation:** Memory foam retains more heat and has slower recovery (the "sink in" feeling). No springs.

**Suits:** Those who enjoy memory foam feel, lighter sleepers who don't run hot.

---

## Key differences summary

| Factor | Typical bed-in-a-box | Ausbeds |
| --- | --- | --- |
| Trial period | 100 nights | 7-month trial + 2 free firmness swaps, with one component per swap |
| Adjustability | None or limited | 3 at-home firmness settings + free firmness swaps during trial + post-trial component changes |
| Post-purchase firmness change | Buy new mattress | Swap springs or latex (no component costs more than 25% of mattress price) |
| Spring tension | One-size-fits-all | Matched to latex choice and body weight |
| Delivery | Compressed box via courier | Full-size, delivered to your room |

**The practical difference:** If your mattress feels wrong after a few weeks, most brands offer only a return. We offer full modularity — swap springs and latex until it's right. That's what the trial and free firmness swaps are for.