Do you have any other outlets or stores?
We currently only have the one warehouse/showroom located in Western Sydney at 7 Ferngrove Place, Chester Hill NSW. This warehouse is fully stocked and all online orders are dispatched from this location.
What are your operating hours?
Our Chester Hill warehouse/showroom has the following opening times (AEST):
Monday - Thursday: 8:30am - 5:00 pm
Friday: 8:30am - 3:00pm
Sunday: CLOSED Closed all public holidays and long weekends.
Should you wish to contact us outside of trading hours, please leave a voicemail or send us an email at [email protected].
Do you have a price match guarantee?
If you happen to find a cheaper advertised price on an identical stocked item, we will match the price. Please note: We require written evidence of the competitor’s advertised price. The price match needs to be verified by a staff member and approved prior to order. Price match guarantee excludes: trade quotes and stock liquidations.
How long does it take to process/dispatch my order?
We will usually dispatch your order within 24-48 hrs if it contains stocked (non-custom) products. Custom Cut Foam takes 24-48 hours to be completed. Wedges and profile cuts take approximately 5 business days to be completed.
Can I amend my order once paid/checked out?
If you have just paid/checked out and have realized you need to adjust your order, please contact us ASAP. If it is outside out operating hours, please leave a voicemail or send us an email. If your order has not yet been picked, we can add to/adjust your order as required and arrange payment for any difference in payment.
What payment methods do you offer?
We offer the following payment methods: Payment by credit card (via the secure eWAY payment gateway). Payment via Paypal. Please note: Due to significant merchant fees charged by Paypal, all Paypal payments incur an automatic surcharge (2% of order value). Payment by bank transfer/direct deposit. If you would prefer to pay via bank transfer, please contact our customer service team, who will email a proforma with our bank details for payment. Funds will need to be received before goods can be dispatched.
Do you ship internationally?
Unfortunately, online ordering is not available for international customers. Please contact us by email or phone with any international enquiries.
How do I find the delivery cost of an item?
The cost of delivering your order is dependent on the size and weight of your items, and your delivery address. To calculate the delivery cost, simply add the item(s) to the cart and enter your state and postcode. Please find further information regarding delivery pricing structure here:
Can I pick up my order?
You can select the option to ‘Pick up’ order from our Chester Hill showroom/warehouse. Payment will still need to be made online to proceed with the order. Our customer service team will contact you by phone or email once your goods are ready for collection. Alternatively, if you live locally you can come into the showroom and order/pay in store (rather than online). Please note: Only stocked items will be available in store (special order fabric and cut foam will need to be picked once completed/in stock).
What freight companies do you use?
We use a number of different freight carriers (depending on parcel size/weight and location). Some of our preferred carriers include: Australia Post, Direct Freight, Couriers Please. When your courier is booked, you will receive an email referencing the carrier that is delivering your order and a consignment/tracking number.
How long after placing my order can I expect my delivery?
Delivery time varies depending on whether the goods you ordered are stocked items (Please see ‘How long does it take to Process/Dispatch my order?’). Delivery time is also determined by the carrier and your delivery location. Once the courier is booked you will receive an email with the consignment/tracking number. You can then contact the courier company directly to get an ETA (Estimated Time of Arrival) on your order.
Can I schedule a time for my delivery?
Unfortunately our couriers do not allow us to schedule delivery times. Once the courier is booked you will receive an email with the consignment/tracking number. You can then contact the courier company directly to get an ETA (Estimated Time of Arrival) on your order.
Do I need to sign for my delivery?
If no one will be available to sign for your delivery, please ensure you provide ‘Authority to Leave’ at the checkout. If you have any specific instruction regarding where you would like the goods left (eg. At front door) please include these under delivery comments. If you do not wish for the goods to be left, many customers opt to list a work address (including business name), where someone will be present to sign.
Will I be charged if I am not home and the courier needs to re-deliver my order?
The re-delivery process and re-delivery fees are dependent on the courier company who the order was dispatched with. In the event that no one was available at the delivery address to sign for the goods, and authority to leave has not been provided, most courier companies will charge a re-delivery fee. We reserve the right to pass on all courier fees related to the attempted delivery of an order. If a delivery has been attempted, most courier companies will leave a note card advising of their attempt. The goods will then be returned to the depot. Some courier companies will contact the customer to arrange re-delivery, however this is not guaranteed. If you receive a card from a courier, we recommend that you contact the courier company directly to arrange a suitable re-delivery time. At this stage, you may also be able to give the courier an authority to leave, in case the address is unattended again. To potentially avoid a re-delivery fee, you may wish to enquire with the courier company regarding whether they allow for orders to be collected from the nearest depot.
Will I get a call prior to, or upon, delivery?
Our carriers cannot call you prior to or upon delivery. Wherever possible, we recommend using a work address (including business name), where someone will be present to sign.
Can I organize my own courier to collect?
It is possible to arrange your own courier to collect your order. If you wish to do so, it is important to check whether the items you require are in stock, we can then give you an indication of when the goods will be picked, packaged and ready for collection. Please note: You will need to advise the name of the courier company collecting and provide us with any reference numbers/documentation required by your courier company to fix to the goods in advance.
What if my item is lost or damaged during delivery?
If this occurs, please contact us ASAP to organize a replacement. Please note: If you receive an item that has been damaged in transit, you are not obligated to sign for the goods, the driver will return the goods to the depot and lodge a damaged goods report.
Can I get it delivered to a PO Box?
We cannot deliver to Post office boxes - always provide a residential or business street address.
Can you deliver by Australia Post instead of a courier?
Some deliveries will be made via the Australia Post EParcel service. We cannot send items via standard (envelope) post.
What if I want to return/exchange my order?
Your satisfaction is our first priority. If you are not happy with your order, we can offer a replacement, exchange or a refund if preferred (conditions apply). If the goods you received are incorrect or faulty, please notify us promptly. For faulty products, we may require a photograph to demonstrate the fault and identify the issue. All returns are subject to us receiving the item back within 7 days of purchase, unless otherwise authorised. Items must be returned with their original packaging and, unless they were damaged prior receipt, must still be in an unused and saleable condition. Only once returned items are received can a replacement, exchange or refund be arranged. Please note: We do not offer returns for change of mind on special order items such as special-order fabric, custom-cut foam or on clearance items.
Can foam be cut in store while I wait?
Due to the large number of cut foam orders we receive, we can’t offer ‘on-the-spot’ foam cutting. Many customers still like to come into store to feel foam samples and check their measurements. Most cut foam orders are completed within 24-48 hours from order, however foam cutting that requires the CNC machine takes approximately 5 business days (please confirm approximate lead time when you place order).
How do I know what foam I need?
Different foam grades are designed for different applications. As a seat cushion bears more weight than a back cushion, higher density foam is needed, if the foam is to retain its shape and support for many years. Our cut foam calculator has an “Application” dropdown, which allows you to select where your foam will be used. Based on your selection and the thickness you require, we will recommend the grades we suggest you use. If you would like to discuss which foam is right for your application, please contact the Cut Foam team.
What is the difference between Density & Firmness
Density: A foam’s density refers to how much it weighs per cubic metre. Higher density foam grades have more foam per cubic metre, where as lower density foams have less foam and more air bubbles. When you buy a higher density foam grade, it will be more expensive because you are literally getting more foam for your money. Having a higher density also means the foam will keep its shape, structure and firm feel for longer.
Hardness: The hardness of the foam is a measure of the feel of the foam. This is measured in Newtons. This is often a matter of preference rather than quality. The harder the foam is the firmer it will feel. However just because a foam feels firm, doesn’t mean it is high density or that it will continue feeling firm after prolonged usage. Keep reading for more information about foam grades and how to compare them.
What do the codes next to the foam grades mean?
Every foam grade has a code eg. N31-190. We list these numbers next to the description of the foam grade. The first number ‘31’ refers to the density, the higher this number the denser the foam. The second number represents the firmness, the higher this number the firmer the foam.
How can I compare foam prices?
Some companies will sell foam that is a low density even though it feels firm eg. 20-320. Even though it may feel sturdy and perhaps be cheaper, this foam will lose its support much faster than a higher density grade. If you are pricing foam, don’t be afraid to ask for the foam grade’s code, to make sure you are comparing apples with apples.
Am I better off buying a sheet and cutting it myself or having the foam cut for me?
We offer both options, but the choice is up to you. Our cut foam prices factor in the cost of the foam, wastage and our labour. If you complete the labour component yourself, you can potentially save yourself some money but not if it means purchasing more foam than you need to complete your job. To reduce the amount of wastage, many customers purchase a thinner sheet (eg. 25mm instead of 50mm) and double it up to achieve the desired thickness. A thinner sheet is easier to cut and more of the sheet is used, resulting in less wastage.
How do I work out the dimensions I need for my foam?
Tips for working out foam cushion dimensions:
- If you are replacing the foam but keeping the covers, take your measurements from the cushion cover (with the foam inside). This measurement will be much more accurate than measuring just the old foam, as it will have compressed and lost its shape over time.
- Where possible, measure right to the edge of your cover (rounding your foam measurement up to the maximum dimension). This will ensure that the cover fits snug around the foam, avoiding wrinkles/gaping on the cover.
- Remember, foam as a material is quite flexible/forgiving. Your cushion can be squeezed into the cover if your dimensions are slightly larger. Alternatively if your cushion is a bit small/not filling out your cover adequately, you can improve the appearance by adding a fibre wrap (Bonded Polyester Fibre aka “Dacron”).
- If your cushion looks like it has rounded corners, this shape has probably just naturally moulded through long-term use. To avoid new foam cushions from looking square/’box-like’ a fibre-wrap can be added to create more of a rounded/plush appearance.
- You do not need to factor Dacron wrap into your measurements as this material does not increase the size of a cushion significantly.
- If selecting a foam overlay you will need to reduce the thickness entered for your foam cushion (core) so that the total combined thickness (core & overlay) adds up to the desired cover thickness. Eg. If the desired cushion thickness is 150mm: select a 100mm high density core cushion with a 25mm foam overlay on top and bottom.
What is the benefit of a wrap/overlay?
Polyester Fibre Wrap (Bonded Polyester Fibre aka “Dacron”)
A polyester fibre overlay/wrap can enhance the appearance of your finished cushions, by creating a more rounded/plush effect and softening angular corners/edges. Having the foam cushion wrapped in fibre also makes it much easier to slide in and out of the cover.
A foam overlay is sometimes preferred when using a very high density firm feeling foam. A softer foam overlay is added to create a softer initial feel, whilst still maintaining the quality of a high density foam core. Eg. If the desired cushion thickness is 150mm: 100mm high density core cushion with a 25mm soft foam overlay on top and bottom.
Can I use regular foam outside?
If your cushions will come into contact with any water, (be it rain, spray from the garden hose or exposure to wet swimmers) the correct foam to use is speciality outdoor reticulated foam. Regular indoor foam is like a sponge, it will soak up any water, which will become trapped inside. This can lead to a growth of mould and mildew and cause the foam to deteriorate very quickly. Reticulated outdoor foam -has an open-cell construction, which means it allows water to run through it freely.
What is Fire Rated/Fire Retardant/HR Foam?
Fire retardant foam is required in a number of commercial applications which demand strict fire safety compliance, including restaurants, hotels, hospitals, schools, trains, buses, planes. These grades of foam are often high density, as they are exposed to high traffic. In addition flame-retardants are incorporated into the formulation of these foams to reduce likelihood of ignition and control and the spread of fire.
How do I fit my foam back into the covers?
Polyurethane foam has a tendency to stick when trying to fit into a cushion cover. Spraying a thin layer of silicone lubricant onto the surface, creates a layer between the materials and decreases sticking. This will help your foam cushion to slide into the cover with ease.
Vacuum & Plastic Bag
You can also fit foam cushions back into covers, using a plastic bag and a household vacuum cleaner.
Maximum Cushion Length
Please note: Due to restrictions in the size of raw materials, any cushions over 2000mm (200cm) will be bonded with high strength foam adhesive to reach your desired dimensions.
All effort has been made to provide an accurate description of the different foam grades and the best recommendations based on the application (if selected).
As selecting foam is highly preference-based and all foam is custom cut, we cannot accept returns for change of mind. If you are unhappy with the feel of your foam, you can contact us to discuss an alternative or solution at an additional cost.
As all foam is cut to the dimensions provided, it is the customer’s responsibility to measure accurately. Please make full use of the guides available to assist you in obtaining and entering the correct measurements. If you believe your foam has been cut incorrectly please contact the Cut Foam team to discuss this further.