FAQs

Where is Tasman Eco based? Is it owned and operated in Australia? 

Tasman Eco is based in Sydney, Australia. It is Australian owned and operated. 

What type of materials are used across Tasman Eco furniture? 

We use different materials for each of our products, but all of our products are crafted between a mix of both Radiata Pine Timber, sourced globally from sustainable forests and MDF Materials. 

Where are Tasman Eco products made and manufactured? 

All of our products are manufactured at our factory in China.

You can learn about each products materials on the individual product pages. 

Where can I find details regarding product dimensions and product weight? 

You can find all product dimensions and product weight, as well as any other product features on each of the individual product pages. 

Do Tasman Eco mattresses meet Australian Standards?

Yes, all Tasman Eco mattresses have been independently tested and comply with Australian Standards, AS/NZS 8811.1: 2013 Methods of Testing Infant Products – Sleep Surface Test for Firmness.

Do Tasman Eco cots meet Australian Standards?

Yes, all of the Tasman Eco cots meet Australian standard AS/NZ 2172. 

Can we buy the paint used on the products in Australia from Tasman Eco?

The paint we use on our products are not available to purchase from us. If wanting to purchase the paint, we suggest taking a part of the cot down to a hardware or paint store to have it colour matched.

Is the paint/coating on Tasman Eco products non-toxic?

Yes, all  paint/coating used by Tasman Eco are non-toxic and have been independently tested and certified by the SGS Group.

How do I know what size mattress I need for my cot or bassinet? 

All recommended mattress size information will be featured on the individual product pages. We have listed the recommended sizes and products for your Tasman Eco cot or bassinet. 

Are there chemicals used in Tasman Eco mattresses? 

No. There are no chemicals used in our mattresses. All of our mattresses have been independently tested by the SGS Group, confirming that the use of toxic or allergenic substances are absent in our mattresses.   

Is there a warranty on Tasman Eco products?

Yes. All of our products have a warranty period between 1 – 5 years, the exact warranty period will be listed on the individual product pages. Specific warranty information can be found here.

 

What is covered by the Tasman Eco warranty?

Our warranty covers any manufacturing defects or faults.

 

What is not covered by the Tasman Eco warranty?

We’ve listed what is not covered by the Tasman Eco warranty below;

  • Normal wear and tear, i.e. teething marks.
  • Damage from incorrect product use, this might be transportation of the product, storage or negligence, as well as any damage that has come from products not recommended for cleaning.
  • Damage from a failure to follow the suggested/correct assembly and care instructions.
  • Damage from exposure to harsh conditions i.e. strong sunlight or extreme temperatures.
  • Any faults in our products that have been sold ‘as is’ or faults which have been made advised on prior to purchase.

 

Is it possible to get a warranty extension?

No, the warranty stands as is.

 

In order to qualify for a warranty, how soon must I register for the warranty?

We recommend registering your warranty as soon as you have made your purchase. You can register your product for warranty here.

 

How do I register for warranty?

You can register your warranty for your product here.

I am looking for Spare Parts for my Tasman Eco products, where can I buy these?

You can buy Spare Parts here on our website.

If you need help finding the Spare Parts that you need, you can see which of our Spare Parts would be relevant to each product on the individual product pages. Alternatively, you can get in contact with our team and we can help you decide what parts you’ll need. 

Can I track my Spare Parts order?

Yes, once your order has been shipped, you’ll receive a tracking number to track your order. 

Where can you ship to? Are there any restrictions on where you ship products?

We currently only ship our spare parts to our customers within Australia.

Where does Tasman Eco deliver? 

Currently we ship only within NSW, VIC, QLD and ACT. 

In the coming weeks, we will expand to most Australian states. 

Reach out to our team at online@tasmaneco.com.au to see if there are other delivery options outside of our current delivery network, while we are growing. 

How long does it take to receive my order? 

Furniture, Mattresses and Bundles 

Depending on your chosen delivery address, and the products ordered, you should allow between 5 – 10 business days to receive your package. 

Accessories and Spare Parts 

To reduce costs, our Spare Parts and Accessories are delivered via Australia Post. We work to dispatch Accessories and Spare Parts in under 2 business days from receiving an order. From the date of dispatch allow for 5 – 10 working days, to receive your package. 

How much is delivery? 

Most of our Spare Parts will ship at a flat rate of $5 per order. However, bigger items, like the Palermo Cot Side Fixed Panel, Replacement Chest Top, Cot Fixed Side, Cot Dropside and Bassinet Base will ship at $35, due to the size and nature of these products. 

Across the rest of our product range, the minimum shipping cost is $10 and the maximum is $55. These charges are dependent on the weight, quantity and types of products in your order. These charges will be calculated and applied at checkout.  

Do you offer free shipping? 

If your total order exceeds $1,200, you will receive free shipping. 

We will always do our best to ensure customers of Tasman Eco receive the best shipping rates. We are also aware of the importance of partnering with logistics partners who take care of and protect your goods and orders as best as possible while in transit, so they arrive at your home in the best possible condition.

How will I know the date of my delivery? Will the courier contact me before delivery? 

Once your order has been dispatched, you will receive an email to let you know that your order is on the way and here you will find your tracking number for your order. 

For bigger items, our logistics partner will be in contact with you as to when it should be delivered to ensure you are able to be home on the day of delivery. You’ll also receive an SMS from our logistics partner on the day of delivery to give you the alert that you can expect the delivery on that day. 

If your order has been shipped with Australia Post, normally for smaller items and parts, you will receive your tracking number and will be able to follow your package via Australia Post tracking services. 

What if I am not at home to receive the delivery? 

Our team and logistics partner will make every attempt to ensure delivery is able to take place while someone is at the point of delivery in order to receive and sign for the delivery. Alternatively, upon speaking with the customer, we may be able to leave the package in a safe place or work through other alternatives if no-one is there to receive the package. 

Does Tasman Eco follow a Contactless Delivery approach? 

All of our delivery partners follow all of the necessary precautions and maintain a safe distance, ensuring those receiving packages feel comfortable and safe at all times. 

Can I change my order?

Once you’ve placed an order and would like to change the details of your order, you must get in contact with our team immediately and we will do our best to accommodate your requests and changes if the order hasn’t already left our warehouse.

Simply, get in contact with our team at online@tasmaneco.com.au or call 02 9603 5000 immediately, within 24 hours of placing the order. If the order has not left our warehouse, we will do our best to assist.

*It is important that you change these details by either emailing or calling our team, within 24 hours of placing the order, you won’t be able to change these details via our website.

Can I cancel my order?

Yes, you can cancel your order, as long as it hasn’t been dispatched. Get in contact with our team immediately after placing your order and we’ll help you cancel your order and ensure any charges are returned to your account.

I’ve had a change of mind. Can I request a refund on the products I’ve ordered?

Yes, all customers can request a refund for their Tasman Eco products.

If you are refunding because of a change of mind, you can do so for a full refund. The cost of the return will be the same amount you paid for the item to be shipped.

A refund will be accepted, given the refund request meets the below:

  • Products are unused and in their original condition, including their original protective packaging, unassembled.
  • Returns will only be accepted within 30 days of the date of your order.
  • Sale and clearance items are unable to be returned.
  • Soft furnishings (sheets, mattress protectors and mattresses) are not able to be returned for hygiene reasons.

*It is important to note that our distribution centre in Sydney does not have public access and all returns must be made via our returns process.

I have changed my mind, I no longer want the products I ordered. How do I return/refund the product(s)?

Simply, email us at online@tasmaneco.com.au, on this email you must have the below details completed;

  • The name, used on the order;
  • The original order number;
  • The name(s) of the product(s) ordered you want to return;
  • The reason(s) for your return;
  • A description of the issue/reason for return;
  • Photos and/or video that allows us to see the issue with your product, if it is not a change of mind.

Once our team has received this email, our team will assess your return request and confirm with you whether or not it can be returned or if it can be managed in an alternate way.

If all has been approved, we will arrange for our logistics partner to come and pick-up the items to be returned from your preferred address. Our logistics partner will be in contact with you to arrange a pick-up date and time, also confirming the pick-up location.

When our team comes to collect your package, you’ll need to make sure everything is packed in it’s protective packaging and then in the box, in its original form. Our team will only accept the package in this form.

Your refunded items will be inspected by our team once it arrives back to our warehouse, we will let you know once we’ve received it. Your refund will then be processed once we’ve received the items. We’ll let you know once the return has been processed.

I’ve received my Tasman Eco order, but it was damaged when it arrived. What should I do?

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

Alternatively, If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, within 3 business days of receiving your delivery.

If you experience either of the above, please email us at online@tasmaneco.com.au and include the following information, the more information we have from you, the faster we can work to resolve your issue;

  • The name, used on the order;
  • The original order number;
  • The name(s) of the product(s) ordered you want to return;
  • The reason(s) for your return;
  • A description of the issue/reason for return;
  • Photos and/or video that allows us to see the issue with your product.

If you have noticed a fault or that the product is faulty, you should not continue or begin to assemble the product. Tasman Eco will not be liable to provide any form of compensation/reimbursement for any additional hardware, panels or tools purchased to complete the assembly.

It is absolutely necessary that you hold on to all packaging until any issues associated with faulty or damaged products are resolved. Our logistic partner is unable to collect a fully or partly assembled product. Any product returned to us must be transported in our protective/outer packaging and in a manner adequate to withstand the ordinary risks associated with transit. Any loose products not in their protective plastic packaging and original box will be rejected by the courier.

How long do I have to return a product?

All returns from change of mind must be received by us within 30 days of you making the purchase. Returns for a change of mind outside of this period will not be accepted.

If any issues occur outside of this return period, it’s important that you make a warranty claim. Our team will be able to assist you here as best we can.

All activity related to warranties can be accessed here [Hyperlink – Warranty Information].

How much does it cost to make a return?

The cost to return a product will cost the same amount as what you have paid for shipping. Once our team has reviewed your return, they will be in touch to process the return fee.

How long will my refund take?

We will endeavour to process your returned product as soon as we can, once it is received at our warehouse. Once the return has been approved you will receive an email advising how your return is being processed.

I’ve ordered multiple products from Tasman Eco. Is it possible to return individual pieces from the same order?

If you’ve purchased more than 1 product(s) as separate items, you can return these items separately. However, if you’ve purchased a Tasman Eco bundle and are returning the product because of a change of mind, you must return all items that you have received in the bundle.

As per returns policy above, all products being returned for a change of mind must be in original condition, in their original packaging.

I’ve received my order, but the wrong item was delivered. What should I do?

If a wrong item has been delivered, to what you had initially ordered, you must inform us within 3 business days of receiving the delivery and we will arrange for a swap of your product.

Our logistics partner will be in touch to arrange a pick-up and drop off of the incorrect product for the correct product.