FAQ

Under normal circumstances, orders are dispatched within 1–2 business days.

Orders placed on weekends or public holidays will be processed on the next business day. During peak periods, promotional events or circumstances beyond our reasonable control, dispatch may take a little longer.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

Once dispatched, orders within Australia generally arrive within 3–5 business days.

Regional and remote destinations may take longer. Delivery times are estimates and may also be affected by carrier delays, severe weather, public holidays or other circumstances beyond our reasonable control.

International delivery times vary by destination and may require additional time for customs clearance and local delivery.

We offer complimentary standard shipping within Australia on orders over AUD $150.

Orders under AUD $150 incur a AUD $12.95 standard shipping fee.

For international orders, complimentary shipping is available to many destinations through our regional fulfilment network. Availability may vary depending on the destination, product and order size.

Any applicable shipping charges will be displayed at checkout or confirmed before your order is processed.

Yes. OlaAspen ships to most international destinations.

Where available, international orders may be fulfilled through our Asia-Pacific fulfilment network, allowing us to serve more destinations efficiently and offer complimentary shipping to many international customers.

If your country is not available at checkout, please contact hello@olaaspen.com and our team can confirm whether delivery is available to your location.

Orders within Australia are fulfilled from our South Australian or New South Wales locations, depending on inventory availability and destination. Fulfilment locations cannot be selected at checkout.

International orders may be fulfilled through our Asia-Pacific fulfilment network. As pet beds are substantial products to transport internationally, regional fulfilment helps reduce unnecessary freight distance and cost while allowing us to serve customers in more countries.

Regardless of where your order is dispatched from, all OlaAspen products follow the same product specifications and quality standards.

Yes, subject to availability.

If you specifically require your order to be dispatched from Australia rather than through our regional fulfilment network, please contact us before placing your order.

Additional international freight charges will apply and will be quoted separately.

International orders may be subject to import duties, taxes, customs charges or other fees imposed by the destination country.

These charges are not included in the product price or shipping fee and are the responsibility of the customer.

Customs requirements vary by country, and OlaAspen cannot control or predict charges imposed by local customs authorities.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Tracking updates and delivery services may vary depending on your destination and local delivery network.

Yes, we can ship to P.O. Boxes.

For certain oversized products or destinations, a physical street address may be required by the delivery service. If this applies to your order, our team will contact you to arrange an alternative delivery address.

If your tracking information shows that your order has been delivered but you cannot locate it, please first check around your property, any designated safe-drop location and with other members of your household.

If you still cannot locate your order, please contact hello@olaaspen.com with your order number and our team will assist with the delivery investigation.

You may request a return or exchange within 14 days of delivery.

OlaAspen beds must remain unopened and in their original vacuum seal. Complete interchangeable covers, lining kits, blankets and accessories must be unused and in brand-new condition.

Items marked as final sale are not eligible for returns or exchanges.

No.

For hygiene and repackaging reasons, we cannot accept a change-of-mind return once the bed's vacuum seal has been opened or the bed has been used.

If you are unsure about the size or condition of your order, please contact us before opening the vacuum seal.

This does not affect your rights in relation to faulty goods under applicable consumer law.

Yes. You may request an exchange for a different size within 14 days of delivery, provided the bed remains unopened and in its original vacuum seal.

Please contact hello@olaaspen.com before returning your order so we can provide the appropriate instructions.

Unless the item is faulty or your legal rights provide otherwise, return shipping is the customer's responsibility.

Please contact us before arranging your return so we can provide the correct return instructions.

Email hello@olaaspen.com within 14 days of delivery with your order number, the email address used for your order and the reason for your return or exchange.

Our team will provide the return instructions.

Once your returned item has been received, we will inspect it to confirm that it meets the return conditions.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to appear on your statement after it has been processed.

Please contact hello@olaaspen.com as soon as possible with your order number and photographs clearly showing the issue.

Where possible, please contact us before opening or using the item.

We will assess the issue and provide an appropriate solution in accordance with applicable consumer law.

No. Promotional discounts cannot be applied retrospectively to orders placed before or after the applicable promotional period.

Yes.

OlaAspen provides a 12-month limited warranty against manufacturing defects, together with a Lifetime Warranty Against Sagging for the foam in eligible OlaAspen beds.

Our 12-month limited warranty covers manufacturing defects arising from faulty workmanship or materials under normal household use.

These warranties are in addition to any rights you may have under applicable consumer law.

The 12-month limited warranty covers manufacturing defects in materials or workmanship under normal household use.

Depending on the nature of the issue, an approved warranty claim may be resolved through replacement of the affected component or product, where appropriate.

The warranty does not cover normal wear and tear, misuse, improper care or accidental damage.

Eligible OlaAspen beds include a Lifetime Warranty Against Sagging of the foam.

This applies to qualifying permanent sagging under normal household use, subject to the eligibility requirements and exclusions set out in our full Warranty Policy.

As with all foam products, some normal softening or settling may occur through regular use. This is different from qualifying permanent sagging.

View our full Warranty Policy →

Our warranty does not cover normal wear and tear from regular use or washing; damage caused by incorrect care or failure to follow OlaAspen care instructions; chewing, biting, ripping, tearing or excessive scratching; burns, cuts, stains or accidental damage; improper storage; unauthorised modifications; or use outside the product's intended purpose.

These exclusions do not limit any rights you may have under applicable consumer law.

Manufacturing defects are covered, but damage caused by an animal's behaviour is not considered a manufacturing defect.

This includes damage caused by persistent chewing, biting, tearing or excessive scratching.

If you are unsure about the cause of an issue, contact us and our team can assess it.

Please contact hello@olaaspen.com with your order number, photographs clearly showing the issue and a brief description of the problem.

Our team will review the information and advise you on the next steps.

If the issue is confirmed as an eligible manufacturing defect, we will provide an appropriate remedy in accordance with our warranty terms and applicable consumer law.

Contact hello@olaaspen.com with your order number, photographs of the issue and a brief description of what has occurred.

Depending on the issue, we may request additional photographs or information to assess the claim.

Please do not dispose of the affected product or component until your claim has been assessed.

The OlaAspen Bed was designed around a simple idea: a pet bed should work for the animal, the person caring for them, and the home they share.

We considered how companion animals actually rest — how they curl, stretch, lean, change position and use raised edges for support — alongside the realities of everyday ownership: cleaning, maintenance, durability and how a pet bed lives within an interior.

The result is a structured, supportive bed designed as a complete system rather than a disposable object.

From its orthopaedic foundation and supportive bolsters to its removable components and interchangeable covers, each element has been considered for comfort, longevity and life in the home.

No compromise between what they need and how you want to live.

Yes.

The OlaAspen Bed is designed to provide orthopaedic support through a layered mattress construction combining structural support with memory foam.

The mattress is designed to distribute body weight across a stable resting surface rather than allowing the body to sink excessively into the bed.

Raised supportive bolsters provide additional surfaces for pets to lean or rest against.

No. Orthopaedic support is not limited to senior animals.

Pets of different ages, sizes and body types can benefit from a stable and supportive surface for everyday rest.

Senior pets or animals with reduced mobility may have different comfort and support needs, but thoughtful support can be considered throughout an animal's life — not only once they become older.

Yes.

OlaAspen designs for companion animals, rather than treating dog and cat sleep as completely separate ideas.

Dogs and cats may rest differently, but both curl, stretch, lean, nest and seek supported places to sleep.

The most important considerations are your pet's body size, preferred sleeping position and individual behaviour.

The right size depends on more than breed or weight alone.

Consider your pet's body length, how much space they occupy when fully stretched, whether they usually curl up or stretch out, and how much room they naturally prefer around them.

For the most accurate fit, measure your pet while they are resting naturally and compare those measurements with our Size Guide.

View Size Guide →

Many companion animals naturally seek an edge to curl against, lean into or rest their head on.

The raised bolsters create a defined resting space while providing supportive surfaces around the body.

Rather than treating the bolsters as decorative padding, we designed them as part of the bed's overall support structure — accommodating different resting behaviours, from curling into a corner to leaning against an edge or stretching across the centre.

The OlaAspen mattress uses a layered foam construction designed to balance structure, support and comfort.

A supportive foam core provides stability, while the memory foam layer responds to the body and helps distribute weight across the resting surface.

The foam used in the OlaAspen Bed is CertiPUR-US® Certified.

The foam used in the OlaAspen Bed is CertiPUR-US® Certified.

CertiPUR-US® certified flexible polyurethane foam is tested by accredited laboratories against the program's standards for content, emissions and durability.

We chose certified foam because what sits inside a pet bed matters just as much as what you see on the outside.

Yes.

The OlaAspen Bed incorporates waterproof protection designed to help protect the internal foam from spills, accidents and everyday moisture.

Its removable construction allows covers and protective components to be cared for separately, helping protect the internal structure of the bed over time.

Always follow the relevant care instructions to maintain the performance of waterproof components.

Yes.

The OlaAspen Bed features a non-slip base designed to help keep the bed stable on common household flooring.

A stable resting surface is particularly important as pets step into, leave or reposition themselves on their bed.

As flooring materials vary, we recommend keeping both the floor and underside of the bed clean and dry.

Yes.

The OlaAspen Bed can be placed directly on most indoor household flooring.

As with furniture, rugs and other soft furnishings, we recommend periodically lifting the bed to clean and ventilate the area underneath, particularly on cool hard floors or in humid environments.

Always ensure the underside of the bed and the floor are dry before replacing it.

This is completely normal.

The OlaAspen Bed is vacuum-packed for more efficient shipping, so the foam may appear compressed when first opened.

After removing the packaging, allow the bed to gradually recover its intended shape. Full expansion may take up to 7 days.

Recovery time may vary slightly depending on temperature and how long the bed has remained compressed.

No pet bed is indestructible.

OlaAspen products are designed for resting, sleeping and normal everyday use, but they are not designed to withstand persistent chewing, biting, tearing or destructive scratching.

Damage caused by aggressive or destructive pet behaviour is not considered a manufacturing defect and is not covered by our warranty.

Yes.

The OlaAspen Bed is designed with removable covers for easier care and long-term ownership.

Additional and replacement covers may be purchased separately, allowing you to refresh the bed, change its appearance or replace a cover without replacing the complete bed.

Availability may vary by collection, size and region.

OlaAspen Duobase® is the foundation of the OlaAspen Bed — a layered support system designed to balance structure, weight distribution and everyday comfort.

Rather than relying on a single soft filling, OlaAspen Duobase® combines supportive structural foam with memory foam to create a stable sleeping surface that supports the body without excessive sinking.

Comfort should come from considered support, not softness alone.

Because animals don't all sleep the same way — and support shouldn't be one-dimensional.

Body size, weight distribution, sleeping position, age and mobility can all influence how an animal interacts with a resting surface.

OlaAspen Duobase® was developed to provide both structural stability and adaptive comfort, creating a more considered foundation for everyday rest.

Many conventional pet beds rely primarily on loose filling, shredded foam or a single cushioning layer.

OlaAspen Duobase® takes a more structured approach.

Its layered construction provides a stable foundation beneath the body while allowing the memory foam layer to respond to the animal resting above it.

The result is a surface designed to feel supportive rather than simply soft.

Yes.

OlaAspen Duobase® forms the orthopaedic foundation of the OlaAspen Bed.

Its layered foam construction is designed to provide a stable, supportive resting surface and distribute body weight across the mattress while reducing excessive sinking.

Orthopaedic support can be considered throughout an animal's life — not only in their senior years.

No.

OlaAspen Duobase® uses memory foam as part of its layered construction rather than relying on memory foam alone.

Each layer has a different role: structural foam provides stability, while memory foam adapts to the body and contributes to a more responsive resting surface.

The foam used in the OlaAspen Bed is CertiPUR-US® Certified.

OlaAspen Duobase® is designed for long-term structural support.

Eligible OlaAspen beds are backed by our Lifetime Warranty Against Sagging, subject to the terms of our Warranty Policy.

Some normal softening or settling can occur with regular use. This is different from qualifying permanent sagging covered by the warranty.

View Warranty →

The foam itself should not be washed, soaked or submerged in water.

OlaAspen Duobase® is protected by the bed's internal lining system, including waterproof protection designed to help shield the foam from everyday spills and accidents.

For cleaning and maintenance instructions, please refer to Care & Washing.

For cleaning and maintenance instructions, please refer to Care & Washing.

Yes.

The OlaAspen Bed is designed with longevity in mind.

Individual components of OlaAspen Duobase® will be available separately, allowing specific parts to be replaced when needed rather than requiring replacement of the entire bed.

This modular approach reflects a broader OlaAspen principle: products should be designed to be cared for, maintained and lived with for years.

Availability of individual replacement components may vary by product, size and region.

A bed designed for everyday life should also be designed to be cared for.

There is no need to wash the entire OlaAspen Bed. Simply remove the outer cover and machine wash it on a gentle cycle with mild detergent.

The internal foam is protected by its lining and should not be washed.

For smaller marks or spills, the cover can also be spot cleaned between washes.

After washing, hang the cover to dry inside out and in the shade. Only reassemble the bed once all covers and linings are completely dry.

Always refer to the care label on your specific cover for detailed instructions.

No.

Memory foam should not be machine washed, soaked or submerged in water, as this may damage its structure and performance.

Machine wash the removable cover as directed and clean the protective lining separately.

The waterproof lining can be washed on a cold, gentle machine cycle and hung to dry.

Yes.

Vacuuming is an easy way to remove pet hair, dust and loose debris between washes.

For best results, use an upholstery or soft-brush attachment and avoid attachments that may catch or pull the fabric.

No.

Do not use bleach or harsh cleaning chemicals on OlaAspen covers.

Use a mild detergent and follow the care instructions provided with your specific cover.

No.

OlaAspen covers should be hung to dry inside out and in the shade rather than tumble dried.

Only place the cover back on the bed once it is completely dry.

Please refer to the care label inside your OlaAspen cover for the specific washing and drying instructions for that material.

Different cover collections may have specific care requirements, so the care label supplied with your cover should always take priority.

OlaAspen beds are designed for resting and sleeping, not for chewing or ingestion.

If your pet damages the bed, remove access to any loose or damaged material and inspect the product before further use.

If you believe your pet has swallowed foam, fabric or another component of the bed, contact your veterinarian promptly for advice.

CertiPUR-US® certification relates to defined foam content, emissions and durability standards; it does not mean that foam is intended for ingestion.