Delivery
How do I order a product?
How do I quick search for a specific product?
How do I know if my order has been received?
How do I check my order status?
How do I get a tax invoice after placing my order?
Can I change or cancel my order once it has been submitted?
I have completed my order but I can’t “check out”?
How do I login to my ‘back to sleep®’ account?
I have forgotten my password, can you help me?
How do I register as a new ‘back to sleep®’ member/customer?
Can I change my ‘back to sleep®’ username/email address?
Do you have a e-newsletter subscription?
Can I be informed of your newest services and products?
Do you sell Genuine Authentic items or copies?
If an item is no longer on your listing, does that mean you will not be getting it in again?
Can I request an item, which is not on your website?
Can I view the back to sleep® mattress, pillow range before purchasing?
How long before my back to sleep® mattress is delivered?
Do you Price Match or better your Competitors prices?
Ordering from backtosleep.com.au is made easy, you can browse our products and compare our competitive prices with other websites before you purchase. Alternatively if you know the product you require you can select and order directly from our simple checkout system!
All the products ‘back to sleep®’ supply are quality branded products trialled and tested by health care professional’s and are competitively priced.
You can pay online using a credit card: accepted cards are MasterCard and Visa (diners or American express are not accepted).
At the time of ordering you must provide ‘back to sleep®’ with your exact billing/delivery details – it is important that the address and phone number are the same as the credit card details the bank has on file for you. Incorrect information will cause a delay in processing your order. Your order will only be processed once authorisation of your credit card has been properly received.
back to top
How do I quick search for a specific product?
‘back to sleep®’ search box (located throughout the site in the left navigation menu) is a quick way to find an item you are looking for. Simply type a keyword into the search box space and then click on the magnifying glass.
back to top
How do I know if my order has been received?
‘back to sleep®’ will acknowledge receipt of your order by our websites automated ordering system. Subject to stock and availability we will confirm by e-mail when your products will be available for delivery, this will normally be within 28 working days (for mattresses only) of placing your order.
back to top
How do I check my order status?
To find out about where your products are you can sign into your account and click on the "View Order Status" or alternatively all you have to do is contact ‘back to sleep®’ customer service department at contactus@backtosleep.com.au or phone us on 1300 85 4557.
back to top
How do I get a tax invoice after placing my order?
Once your order has been approved by ‘back to sleep®’ finance department, you will receive an email, with your tax invoice details, to your registered ‘back to sleep®’ email address.
Your orders will always be displayed in your purchased history and can be viewed anytime once you have signed in.
Can I change or cancel my order once it has been submitted?
Once your order is placed it goes to ‘back to sleep®’ finance team for review.It is then sent electronically to our warehouse/dispatch centre for shipping.
‘back to sleep®’ use the latest in technology to enable us to process and ship orders and in some cases it may only be a matter of hours from the time you place your order until the time it is shipped.
Until your order is submitted to the warehouse orders can be changed or cancelled. Once the order is receipted by our warehouse, we are unable to process any changes or cancel the order.
If you have placed an order and you wish to change or cancel it, please contact ‘back to sleep®’ customer service department immediately on 1300 854 557 and they will endeavour to accommodate your request before the order is submitted for dispatch. Please note that if we have to cancel an order that has already been submitted to the warehouse, you will not receive a full refund of your purchase. A 10% surcharge of your total purchased amount will be charged as a cancellation fee.
EMAIL response will not be accepted as a form of cancellation.
I have completed my order but I can’t “check out”?
There are a number of reasons as to why you might not be able to checkout.
- Your contact/billing details must be correct and all mandatory fields completed. Both addresses must be within Australia.
- Your Credit Card is declining. It might be that the card facility is temporarily offline, you may have insufficient funds or you may have entered incorrect details. If you have another credit card please try using that. Note: only VISA and MASTERCARD are accepted.
- If you have tried everything possible and you could not checkout using your Credit Card, please contact ‘back to sleep®’ customer service department on 1300 854 557 and one of our friendly staff will assist you with payment.
Please be aware though that, if after 48 hours from receiving initial correspondence from us, you have not finalised your payment, our system will cancel this order automatically.
This may result in someone else purchasing it and that item becoming sold out.
If you continue having trouble, please email us at customerservice@backtosleep.com.au with a detailed description of the problem you are incurring and we will endeavour to resolve the problem as soon as possible.
Alternatively, you may contact ‘back to sleep®’ customer service department on 1300 854 557 and make your purchase over the phone.
back to top
How do I login to my ‘back to sleep®’ account?
On the right-hand side bar you will note there is a field called login. Here is where you type in your ‘back to sleep®’ member login details.
back to top
I have forgotten my password, can you help me?
Under login there is a section titled ‘Forgot your Password’. You can click here to key in your username email. Your password will be sent to you via your email address.
back to top
How do I register as a new ‘back to sleep®’ member/customer?
You can click on the 'Register' text below the login section.
Alternatively, you may also register as a new member once you have finished shopping and you are ready to checkout. At this point you will be presented with a few options. Simply select your required option and follow the prompts accordingly.
Can I change my ‘back to sleep®’ username/email address?
Unfortunately, our program does not allow us to change your username/email address on your ‘back to sleep®’ account. However, there is a simple solution - all you need to do is create a new ‘back to sleep®’ account using your new email address.
Click the 'Register' text below the member login to create a new account.
back to top
Do you have an e-newsletter subscription?
Yes, like thousands of other ‘back to sleep®’ customers you too can receive updates of all our newest services, products and low priced deals. Please join our mailing list (located on the left side navigation bar).
back to top
Can I be informed of your newest services, products and health news?
Yes, please join our mailing list (located on the bottom left side navigation bar).
back to top
Do you sell Genuine Authentic items or copies?
Let us assure you that ALL THE PRODUCTS WE STOCK ON THIS WEBSITE ARE BRAND NEW AND 100% GENUINE AND AUTHENTIC.
We have a very thorough buying process and do not consider any items that may potentially be copies or fakes.
back to top
If an item is no longer on the website, does that mean you will not be getting it in again?
We work hard with our suppliers to restock all product lines. At times there may be manufacturing or component issues which are out of ‘back to sleep®’ control. We assure you we will dour our best to ensure all our products are available.
Can I request an item, which is not on your website?
Yes, this can be done. At ‘back to sleep®’ our marketing/purchasing teams are always open to product demand and suggestions for future purchasing consideration. Please email your request to customerservice@backtosleep.com.au
back to top
Can I view the ‘back to sleep®’ mattress, pillow range before purchasing
A complimentarymattress/pillow assessment is available by appointment only! Contact us on 1300 854 557 and a ‘back to sleep®’ representative will organise a convenient time.
back to top
How long before my ‘back to sleep®’ mattress is delivered?
On completion of your order you will receive a confirmation email. All ‘back to sleep®’ mattresses are made to order. Manufacturing of your mattress takes 21 – 28 days. 24hrs prior to delivery one of our ‘back to sleep®’ freight carriers will contact you and advise approximately what time the following day your product will be delivered.
back to top
Do you Price Match or better your Competitors prices?
Our range of ‘back to sleep®’ products are designed, tested and exclusively distributed directly through participating Health Professionals. A ‘back to sleep®’, we aim to look after our clients total wellness and ensure the products we offer are fair and reasonable. ‘back to sleep®’ products are never discounted as we believe our range reflects the quality of the components used and the service we offer.
