Help Centre
How can we help?
Quick answers on orders, delivery, returns and looking after your Marshie. Still stuck? A real person is one email away.
Orders and payment
What payment methods do you take?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay. Every payment runs through an encrypted checkout and we never see your full card number.
Can I change or cancel my order?
Yes, if it has not left our warehouse. Email us as soon as you can with your order number. Orders placed before 8pm AEST are dispatched the same day, so the sooner the better.
Once it has shipped, you can return it under our returns policy.
Will my bank charge a fee?
Prices are in Australian dollars, or New Zealand dollars for New Zealand orders. Because our company is based overseas, some banks add an international transaction fee. Check with your bank if you want to know the exact amount.
Can I get a tax invoice?
We are registered in the United States and do not have an Australian Business Number, so we cannot issue Australian tax invoices. Your order confirmation email is your receipt. Need another copy? Just ask.
How do bundle savings work?
Add two or more Marshie Mats to your cart and the saving applies automatically. You can mix styles, colours and sizes.
Delivery
How much is shipping?
Nothing. Shipping is free on every order to Australia and New Zealand, with no minimum spend.
How long will it take?
Order before 8pm AEST on a business day and we dispatch it the same day. It then takes 5 to 10 business days to reach you. Rural and remote addresses take longer.
How do I track my parcel?
We email you a tracking link when your parcel leaves the warehouse. Give it a day or two to start updating. You can also sign in to your account to see your order.
My order came in more than one box. Is that normal?
Yes. Larger orders ship in separate parcels, and each one gets its own tracking link.
Returns and the guarantee
Can I return something I don't love?
Yes. Send back an unused item within 30 days of your order date for a refund. Return postage for change of mind is on you. See how returns work.
My item arrived damaged. What now?
Email a photo of the item and the box with your order number. We send a replacement at no cost to you.
What does the Good As New Guarantee cover?
If your Marshie Mat or Marshie Topper goes flat, lumpy or falls apart within 12 months of delivery, we send you a new one free. Read the full guarantee.
Products and care
How thick is the Marshie Mat?
35 mm of dense, slow-rebound foam. It arrives rolled, so give it up to 24 hours to lie fully flat.
How thick is the Marshie Topper?
10 cm of plush fill under a 100% cotton cover. Give it a good shake and 24 hours to fluff to full height.
How do I clean them?
Wipe the mat with a damp cloth and vacuum it like a rug. Spot clean the topper cover with mild soap and air it on a dry day. Never machine wash the mat. The care guide has the details.
Which mat should I choose?
Our mat guide compares all four styles and sizes. Most families start with a Classic in 2m × 3m for the living room.