FAQ

What is foam density?

Density refers to the weight of the foam in kilograms per cubic metre and is how we measure the quality of the foam. The higher the density of foam, the longer the foam will last. A cubic metre of foam weighing 20 kilograms would have a density of 20 and so on.

What is foam hardness?

The hardness of foam refers to its firmness and is measured by taking a standard piece of foam and recording how much pressure is needed to compress it. Hardness and density should not be confused with each other as high density foam is not necessarily hard and low density foam is not necessarily soft.

ORDERING FAQS

How do I know what price I will pay?

Each item is individually priced with applicable promotional discounts being automatically calculated when you check out. Only the delivery charge would vary depending on your location or to where you wish the order to be delivered.

Can I order by phone or email?

Yes, you are able to order by phone or email. Please contact us and we will assist you to place your order. Online Enquiries: 012 666 8302 Email: Info@foamfactory.co.za Call Centre Operating Hours: Monday – Thursday 07:15 – 16:30 Friday – 07:15 – 12: Saturday 08:00 – 12:30 Sunday & Public Holidays Closed

Can I order online if I do not live in South Africa?

You are not able to order from outside of South Africa. At this stage, we only deliver to selected addresses within South Africa

How do I know if my order has been successfully placed or not?

When your order has been successfully received by on our system, you will see a confirmation page which will be sent to the email address specified on your order. This confirmation will indicate that your order has been received. Should stock not be available, our lead time for despatch is 3 to 5 days. If you do not receive this email, please check your spam or junk mail folders or Contact us for any queries regarding your order.

When will I be charged for my order?

You will be charged at the time of placing your online order by means of a bank credit or debit card, or via PAYPAL.

RETURNS & REFUNDS FAQS

Should it be necessary, how will I be refunded for items bough online?

Subject to approval of your return which will be finalised within 2 days, your refund will be processed on the bank card you originally used to process payment.

Can I hand the items I would like to return, back to the courier that delivered them?

Our delivery agents are not authorised to accept goods for return. Please phone Customer Services on 012 666 8302 to find the store nearest to you.

How soon will I get a response to my query?

We try to acknowledge all email and contact requests via the website within 48 hours. For a quicker resolution, you can contact our customer service team by phone: Online Enquiries: 012 666 8302 Email: Info@foamfactory.co.za Call Centre Operating Hours: Monday – Thursday 07:15 – 16:30 Friday – 07:15 – 12: Saturday 08:00 – 12:30 Sunday & Public Holidays Closed General Enquiries: 012 666 8302 Fax: 086 666 8302 Email: Info@foamfactory.co.za