We ship our products from our Melbourne warehouse using Australia Post (with tracking)

We aim to dispatch orders received before 12:00 (noon) on the same day.

In-Stock orders placed after 12:00 (noon) will be dispatched the following business day.

Shipping time can vary but typically range between:

VIC: 1-2 days

NSW/QLD/TAS/SA/ACT: 2-3 days

WA/NT: 3-5 days

Pre-Order items will ship according to individual pre-order schedules (see product page for specific details).

Orders can be returned within 30 days of receiving if they are unopened and in their original packaging (including the compression packing for Memory Mats). Customers will be responsible for the cost of return shipping.

Change of Mind:

Memory Mats that have been removed from their compression packing unfortunately cannot be returned in case of Change of Mind (eg. customer has chosen the wrong colour, size). Due to the nature of this product and the significant increase in size once removed from packaging, it makes returns prohibitive. We are also unable to guarantee the quality of the product for re-sale if it has been removed from packaging, and we are not willing to compromise on quality for each of our valued customers. For these reasons, we are unable to accept Change of Mind returns. We strongly recommend measuring your space to make sure you order the correct size and design / colour prior to ordering.

Faults / Defects / Unsatisfied Customers:

We can proudly say this has rarely occurred. However, in the off chance of a fault / defect from manufacturing or shipping, please rest assured that we stand behind the quality of our product, and will always endeavour to find a solution that ensures customer satisfaction. Depending on the situation, this generally includes a replacement product being sent promptly, or in some cases, a refund. We work with customers swiftly via open and direct communication to find a resolution that best fits the situation, with our priority being that you end up with a product that you LOVE as much as we do.

If there are any certainties in life with kids, it is that they will make messes. It’s unavoidable! Though our Memory Mats are water and stain resistant, they are not stain-proof. As with any rug, with regular foot traffic and dirt tracked across the rug, some moderate discoloration / darkening across the surface material can occur over time.

Please see below advice on keeping your rug in the best condition. With proper care, your Memory Mat will be a beautiful (and outrageously comfy) feature in your home for years to come.

Dry Dirt and Sand – Vacuum Regularly:

The best way to keep your Memory Mat looking bright and fresh is to vacuum it regularly. This will help reduce the chances of discolouration from foot traffic and general use. Loose dirt and sand will easily come up with a good vacuuming. We recommend cleaning any visible loose dirt and soil straight away, before it gets the chance to be rubbed deeper into the rug.

Liquid Spills / Wet Food:

Spilled liquids will briefly pool on the top of the face material, which gives a swift hand enough time to wipe it away before it sinks in. For wet food / thicker liquids, it is important to first remove as much of the spilled liquid / food from the rug without pushing it deeper into the rug surface. If there is still discoloration, using warm soapy water to gently rub the section of rug can often be enough to remove or significantly reduce marking. It’s important to follow this step by wiping with a clean dry cloth afterwards to remove any soap residue and liquid from the rug. We recommend also trying to do so on a warm clear day, so that there is either warm airflow through the house to dry it, or ideally, putting it outside to dry thoroughly in the sun for a while.

Occasional Wet-Vacuuming / Carpet Cleaning:

We suggest occasionally freshening up your rug by wet-vacuuming with a domestic carpet cleaning machine (eg. a Bissell). This is a great way to remove any stubborn marks or discolouration from heavy foot traffic and use over time. We strongly recommend only doing this on a day with fine weather so that the rug can be left outside in the sun to dry through completely before being returned inside.

Absolutely! Dry dirt, sand, crumbs etc. all vacuum up incredibly well. As our mats are designed with a low pile, debris is easily removed with a traditional vacuum. We recommend vacuuming your Memory Mat regularly to care for it optimally.

Unfortunately not. We would not recommend putting your Memory Mat into a washing mine (or even an industrial / commercial one) as this has not been tested, and the quality of the mat may be compromised from this process.

Instead, for any stubborn marks or accumulated dirt over time, we recommend using a Wet Vacuum / Carpet Cleaning Machine (with Carpet Shampoo) to freshen up your Memory Mat and return it to its former glory.

Our Memory Mats are made with 30mm of 40D ultra-dense memory foam. It's like walking (or falling) on a cloud!

The Memory Mat is made with the highest quality 40D memory foam inner with a low-pile flannel polyester face material. The polyester material is what your skin comes into contact with when you're sprawled out on your luxurious mat, so we have made sure to avoid any flame retardants, water repellents, or other added nasties.

Our fabric is also OEKO-TEX® STANDARD 100 Certified, which means that it has been passed all tests for harmful substances. This certification process sets a benchmark for textile safety, and we're committed to only use face material that meets this standard.

To Learn more, please visit: https://www.oeko-tex.com/en/our-standards/oeko-tex-standard-100

The Memory Mat unboxing experience is far from opening up that new iPhone. Due to our mats being compression packed and tightly folded/rolled for ease of shipping… your new mat will look like a squished sultana… but don’t stress – it will be a grape in no time! This is all part of the process, and your Memory Mat will be showing in all its splendour in a matter of days. Read on…

 Creases:
“My Memory Mat has creases!”

When it first comes out of the bag, your Memory Mat will have creases across the face material. It also may not appear as plush and padded initially, but this is solely because the foam needs time to decompress and for air to refill into the tiny air pockets in the foam. We ask you to give it 24-48 hours to experience it in all its splendour (sometimes more if the weather is cold).

You can also rub along the creases to help work them out faster – or setting your little ones to rolling and playing can also help. If it’s a warm, sunny day, you can expedite the process by leaving it outside for a few hours in the warmth (making sure the rug doesn’t get damp).

Edges:
“The edges of my Memory Mat don’t look straight”

Initially, you may notice a slight curve in the edges of your mat (typically along the fold lines from packing). Please rest assured, our mats are carefully cut to the correct dimensions with perfectly straight lines. It is the process of tightly folding, rolling and then compressing the rug that can temporarily impact the shape of the rug. Zenli mats are tough and hardy, and may benefit from using your hands to push/pull the mat into shape (you won’t hurt it). Often, this isn’t necessary, and after the foam has had time to decompress over 2 3 days, it will come back to its correct shape.

*Please note, cooler weather can make the process of decompression slightly slower.

Something still doesn't look right? We're here to help!

If you still have any of the above concerns after you’ve had your Memory Mat for around a week, please don’t hesitate to reach out. Customer Satisfaction and Product Quality are our top priorities, and we’d be glad to be of any assistance we can. We want you loving your Memory Mat us much as the rest of our Zenli tribe!

In all seriousness, we are incredibly passionate about striking the balance between function, comfort and style. There is no reason that having kids means our homes need to look like play centres, or that we have to sacrifice our own style and aesthetics. This was the inspiration behind Zenli Memory Mats (in addition to supporting family connection and floor play), and will continue to be a key motivator at Zenli as we bring new and beautiful designs into your homes.

You sure can (though we don't know why you'd want to)! If for some reason you do want to pack away the most beautiful and plush rug you've ever sat your bottom on, they can be folded and neatly stowed away (eg. under a sofa) - until you come to your senses and take it back out again.

Unfortunately, it is not recommend to use Memory Mats on polished concrete floors or floors with acrylic based finishes.

The expected dispatch dates for pre-order items will be displayed on the product page for that specific design/size combination.

This date will also be displayed on your order confirmation below the item.

We will send regular emails as the expected dispatch date approaches, as well as if we have experienced any delays.

Once dispatched from our Melbourne warehouse your Memory Mat will typically arrive within 1-5 days depending on your location.

Yes of course.

If during the pre-order wait you have decided to cancel your order (sad face), please email us at hello@zenli.com.au and we will cancel and refund your order back to the original payment method.

We do everything in our power to estimate dispatch dates as closely as possible.

We manufacture our Memory Mats by batches (we do not make to individual orders), so we are constantly updating our expected completion dates to give the most accurate estimate of upcoming dispatch dates.

That said, sometimes delays are inevitable and we appreciate the patience and understanding of our customers if these situations arrise.