Frequently Asked Questions

You may have noticed that some of our items have estimated shipping/dispatch dates. This happens when an item is out of stock. A pre-order means that we are currently out of stock but you are able to still place an order so your order is sent out as soon as we receive our stock for that item.

If you're not sure if your item is a pre-order, you can check out the product page on our website for your item and it will say there if it is a pre-order.

We try to send out all orders as fast as we can. However, there may be a few reasons why your order hasn't shipped yet. These could be:

1. Your order is a pre-order. A pre-order is when we are currently out of stock for that particular item yet you are still able to place an order so that it is sent as soon as we get stock on the estimated date. We notify current pre-orders on the product page, at checkout and on confirmation. If you're not sure if your item is a pre order, you can check out the product page on our website for your item and it will say there if it is a pre-order.

2. It is a holiday or sales period. In busy periods such as during sales and holidays, our processing times may be longer due to increased amount of orders.

3. There is an error with your order. This could be due to incomplete details, issues with payment or some other reason. If your order is not a pre-order (check the product page of your item on our website if you aren't sure), it is not a holiday period, and it has been more than 3 business days, please send us an email and our friendly team will look into it asap. contact@musclematstore.com

If you have multiple items in the same order, we usually send our items together, but in separate parcels as they are bulky. AusPost usually delivers them together, but sometimes they accidentally separate them. If this happens, the other parcel(s) should arrive in the next few days. Please send us an email (contact@musclematstore.com) if it doesn't arrive within 5 business days of your first parcel arriving.

To track your other parcels, find your tracking number link (this should have been emailed to you) and click on it. You should see a dropdown menu that says, for example, 'Item 1 of 2.' Click that dropdown and then select 'Item 2 of 2' to see the tracking updates of the other parcel.

Our head office is in Brisbane and our warehouse is in Sydney.

Sydney is is the population centre of Australia. By basing our warehouse in Sydney means faster shipping times for you!

We offer PayPal, AfterPay, Zippay, Visa, Mastercard, Amex, GooglePay, Apple Pay and Shoppay! 

To use Afterpay, once you have put in your shipping details the next screen will show you all of your payment options. You have the choice of credit card, Paypal, ZipPay, and Afterpay.

If you select Afterpay, you will be redirected to Afterpay's website to complete purchase. 

We have had many of our customers on NDIS plans place an order with us! Our Relax Mats and Mattress toppers are particularly popular for our customers placing NDIS orders. We are not a registered NDIS provider but we can certainly make an invoice which you can pay yourself or send to your plan manager.

Please send us an email, and include the following information:

- Product details (size, colour and quantity)

- Shipping/billing name and address, mobile number

- Participant name and NDIS number

Our friendly team will then email you back with a link to pay and also a PDF invoice.

Sometimes our return emails and invoices are filtered to your spam/junk folders, so make sure to check there.

Our system only allows for one discount to be applied. This includes but is not limited to offers, sales, promotions, discount codes, vouchers and gift cards. As only one discount to price can be applied, if you have multiple discounts, we recommend using the one that gives you the largest discount. See our Terms of Service for more information.

Acupressure Mat:

To clean your Acupressure Mat, remove the inner foam, and only wash the the outer cover. Gently hand wash with a mild detergent. Hang to air dry. Do not iron, bleach, tumble dry, or apply any heat.

CloudPad:

Your Muscle Mat CloudPad is built for long-lasting comfort and easy upkeep. The cover can be removed and machine washed, so keeping it clean is simple and stress free.For light marks or spills, dab gently with a soft cloth, mild detergent, and water. Steer clear of strong cleaners to help maintain the fabric’s texture and colour. Please note: the inner liner and foam are not washable.To clean the cover:

1. Unzip and remove the cover, turning it inside out.
2. Wash on a warm, gentle cycle with a mild detergent.
3. Air dry flat in the shade. Avoid dryers or direct heat to protect the fabric.

Duvet:

Cold gentle machine wash separately. Do not bleach. Do not tumble dry, do not iron. Line dry in shade. Dry thoroughly before reuse or storage.

Easy Make Bed Sheets:

Cold, gentle machine wash using a mild liquid detergent. Maximum water temperature setting 30°C. Wash separately from other items in the machine. Fabric softeners are not necessary as bamboo sheets are already soft and smooth. Do not bleach as this may damage the bamboo fibres. It is best to air dry your bamboo sheets on a line. If you need to use a tumble dryer, choose the lowest heat and a low tumble cycle. To remove stains, soak in a mixture of one part vinegar to four parts water for one hour, then wash as usual. Another option for stubborn stains is to use a gentle enzyme-based cleaner (ensure it does not contain bleach).

Mattress Toppers:

For minor stains, spot clean using liquid detergent, water and a damp cloth, then let air dry outside. Dry substances may be vacuumed.

For a deeper clean, cold or warm hand wash or use a large laundromat washing machine on a short, gentle cycle with cold or warm water. Use gentle liquid laundry detergent. Air dry outside (pick a sunny day). Do not dry clean, tumble dry or apply any heat.

Mega Blanket:

We recommend a cool hand wash with a mild detergent and hang to air dry. For a quick freshen up, you can hang it on the washing line to dry in the sun, as UV rays are a great disinfectant!

Relax Mat:

When you first receive your Relax Mat, you may need to iron it to remove any creases caused by transportation. For most stains and spills, simply wipe away with a wet cloth. You can use a small amount of gentle detergent mixed with water to wipe away more stubborn stains. Regular vacuuming is recommended. Do not place furniture on the Relax Mat, as this may compact the foam and prevent it from fully rebounding. Read on for more Relax Mat instructions.

Weighted Blanket:

Outer Cover: To clean your weighted blanket cover, remove the inner and cold machine wash on a gentle setting. Hang to air dry. Do not iron, bleach, tumble dry, or apply any heat.

Inner blanket: If you would like to freshen it up, sprinkle baking soda all over, wait 5-15 minutes, then vacuum. We recommend only cleaning the inner more deeply if there are liquid spills or stains. In this case we recommend a spot clean. First vacuum, then use a spray bottle filled with water and a few drops of laundry liquid (approximately 1 part laundry liquid to 15 parts water). Spray the affected areas and let air dry outside until fully dry. Ensure it is completely dry before use, if it is damp, it could cause mould issues. Do not iron, tumble dry, or apply any heat.

Alpine Blanket

• Gentle Cold Machine wash (We recommend washing alone)
• Air dry by hanging up or lying flat
• Tip - To fluff up after washing, tumble dry on air mode (No heat) or shake and brush with hands to fluff
• Soft dry cleaning only
• Do not bleach
• Do not iron
• Do not tumble dry on heat

Yes! All of our products come with a 1 year warranty.

Older children tend to really enjoy using the acupressure mat, because they relax in to it very quickly. It may help to calm and relax them, making it great to use after school, or at bedtime. Always assist and supervise, while they are getting on, during their session and when they get off. Consider using the mat with a shirt on for their first use so that they can get used to the feeling. It is not suitable for small children under the age of 10.

Weighted blankets should not be used on children under 10 as they could be dangerous and could cause serious injury or death. Small children under 5 should never use weighted blankets.

Our Relax Mat is suitable for all ages.

Here at Muscle Mat, your health and safety is of utmost importance. We receive messages daily asking if our mattress toppers, acupressure mats or weighted blankets will help with certain medical conditions and if they are safe to be used. We find that many of our customers say that they find relief, however we cannot give medical advice. While toppers, acupressure and weighted blankets are generally safe and of low risk, we always advise to talk to your doctor before using them if you have any medical conditions. Similarly, we cannot give medical advice relating to your condition and the possibility of the mat, topper or blanket helping with your specific condition, and recommend that you speak with your doctor first. 

We generally advise against using the Muscle Mat acupressure mat as a safety precaution while pregnant, as there is some evidence to suggest that it may induce labour. Every pregnancy is different, so choosing to use an acupressure mat while pregnant is a decision to be made with your doctor to ensure there are no risks. Some women find acupressure mats help in the early stages of pregnancy, however please discuss with your doctor first.

Acupressure mats are based on the concept of acupressure. The practise of acupressure is from Eastern roots, where it is a long-standing practice. In Western culture, the practise is quite new, however it dates back 2,000 years and is now being adopted into people's lives around the world. The Muscle Mat mimics this ancient technique to reproduce the benefits and make the practice of acupressure more widely available. The Good Body has an awesome write up about Acupressure mats that you can find here.

We have a whole page dedicated to the use of the mat, check it out here

If your mattress is extra deep or your sheets are very tight, you may need to use extra deep sheets or sheets of the next size up. This is because you don't want sheets that are very tight as they will compress the mattress topper. 

We sell Australia's deepest bed sheets (50cm). Find them here

We find that our toppers are quite neutral in terms of heat. They are not too hot or too cool. We have customers from Far North Queensland who love them and also customers from Tasmania who likewise love them! Many customers have commented that they are great for all seasons.

A great tip is to use flannelette sheets in the cooler months; and cotton, linen or bamboo sheets in the warmer months!

Our Mattress Toppers are very popular for caravan and campervan beds! Caravan beds are notoriously uncomfortable, and we have had lots of customers tell us that their Muscle Mat Mattress Topper has greatly improved the comfort of their mattress.

The ends of the topper aren’t rounded like some caravan mattresses, but the topper is flexible and so this isn't an issue once sheets are put on.

If your mattress isn't a standard size, we recommend measuring the dimensions, and then matching it as close as you can to the sizes we offer. The dimesions are in the description on the mattress topper product page here: musclematstore.com/luxury-mattress-topper

If your mattress is in between 2 sizes (e.g. larger than a Double but smaller than a Queen), we would recommend getting the bigger size.

We get a few questions about what size to get depending on your bed. For example, sometimes people wonder if they have a Queen sized bed, should they get a Queen topper? The answer is yes. We recommend getting the same sized topper as your bed.

You can find the dimensions on our product page: musclematstore.com/luxury-mattress-topper

If your mattress is between sizes, measure the width and length, then try to match it to the closest size.

We cannot guarantee that our topper does not contain any allergens. For example, it does not contain latex directly but is made in the same facility as latex products. For this reason, we do not recommend using it if you have any allergies to certain materials.

Mattress Toppers are a great and inexpensive way to improve the comfort of your bed. It makes sense for those that are looking for more comfort, a cozier bed and a way to protect your mattress.

With over 50% (and rising) of Australians using Mattress Toppers it is quickly becoming the normal thing to do.

A mattress topper improves the comfort, increases the plushness, smoothes out bumps and also extends the life of your original mattress. Toppers can aslo revitalise an old mattress.

Yes! You can put an electric blanket on top of your Muscle Mat Mattress Topper.

Do not place it underneath your topper. If you put the electric blanket under the mattress topper, it might pose a risk and it also will not transfer heat as effectively. Always use electric blankets to the manufacturer's instructions and do not leave an electric blanket unsupervised.

If your question can't be answered by these FAQs, please don't hesitate to reach out to us! We can be best reached via email: contact@musclematstore.com

Our business hours are Monday to Friday 9am-3pm AEST (non-daylight savings). One of our friendly team members will endeavour to be in contact within 1-2 business days.

We always endeavour to respond within 1-3 business days (Monday to Friday). If you have not heard a response from us within this timeframe there may be a few reasons. Here are the most common reasons why we may not have responded yet:

1. It is the weekend - our business days are Monday to Friday. Please be patient and we will be in contact as soon as we can.

2. Our phone line is not always staffed - as we are a small business, we are not able to staff our phone line at all times. We appreciate your patience, and if it's urgent, email is the fastest way to get in contact.

3. Your message to us was filtered to spam, or our reply was filtered to spam. Please check your spam/junk folders for our reply. We do check our spam folder regularly, but in case your email has bounced, try using a different email account to contact us.

4. Your email provider has blocked our response. This is common when you are emailing from a work email address, as the email provider may block some emails that come from outside your workplace institution. Try emailing us from your private email address. Email addresses that end in tpg.com.au block email responses regularly. We might be seeing your emails but are being blocked from responding. Please try using a different email account.

If you have not heard from us within 3 business days, try using a different email account to email us at contact@musclematstore.com

You can also send us a message on Facebook messenger on our Facebook page.

Muscle Mat has the deepest bed sheets in Australia. At 50cm deep they will fit all mattresses in Australia.

The Relax Mat is a 35mm thick tatami memory foam mat. It has a stain and water resistant outer coat and a high density foam inner. Lot's of adults and kids find themselves napping, sleeping, playing and gravitating towards these tatami mats.

Tatami Mats have won the toy of the year award overseas. Tatami Mats are amazing for kids to safely play on.

In extremely rare cases the non slip bottom of our mat can react with floors leaving marks, prints or small dots. We recommend checking the specifications of your flooring for use with a mat with PVC backing. As with any floor mats it is worth lifting from time to time to allow it to air out and check its condition.

When you receive your Relax Mat, it may have some folds or creases due to the way it is packed. We recommend opening it and lying it flat for 3-10 days. We then recommend using an iron/steamer on minimum heat and max steam settings to iron out the folds. Do not hold the iron in one spot. Instead do multiple passes if you need extra ironing to remove a stubborn crease.

You can read more care instructions for you Relax Mat here: musclematstore.com/care-for-your-relax-mat

The Relax Mat is 35mm thick - The thickest Tatami Mat mat on the Australian market.

We take the measurement from the centre of the mat by cutting a cross section into the foam.