The Nursery Bird & Nook Sleep Systems Frequently Asked Questions
Is The Nursery Bird nursery consultancy only available in Melbourne?
We are able to conduct in person consultations in Melbourne, and face to face via Skype or phone consultations in other states.
Can I return the products I purchased?
If a product has arrived to you with major damage on arrival we will replace the product.
We understand it is difficult to buy on-line without seeing the product but we do not replace or refund on change of mind or if the product has been misused in any way, including not following care instructions.
Your return request will be considered where the item/s in question is:
(a) returned within 30 days of order;
(b) not used in any way (with original packaging); and
(c) not damaged in any way through use or opening
Allow for up to 7 business days for us to review your claim and respond with further instructions.
If you are claiming that your item is damaged on arrival, please know that once it has been received back by The Nursery Bird, it will be checked. If your item is undamaged no refund will be provided and it will be sent back to you.
If your item is damaged it will be replaced (if possible) or refunded.
Return of the product is at the cost of the customer and customer’s responsibility to have it packaged correctly and safely.
Can I purchase a gift and have it sent to a friend?
Yes. Choose a product, enter your billing information and the shipping address of your intended recipient. Or you may purchase a gift voucher.
What is the recommended age or weight range for children sleeping on the Pebble Crib Mattress?
The Nook Pebble Crib Mattress is appropriate for children from birth to 4 years old or until they reach 22kgs.
How do I care for Nook products?
All Nook products are machine washable. We recommend gentle cold cycle with other soft fabrics only, cold water wash with mild detergent. Do not use fabric softener or chlorine bleach, which can offset the effectiveness of the nanosphere technology water-resistance. Additionally, Nook's patented fabric technologies create wipe-able and microbe resistant surfaces on both the Pebble Mattress and Pebble Wrap. In other words, most small messes can be wiped from the surface for an easy clean. The fabrics are soft and made to be as gentle as possible for contact with baby so always wash the same way you would gentle and delicate fabrics - wash inside out, cold cycle, delicate cycle and with like materials.
Like with any delicate fabrics you are best washing on a gentle or delicate cycle, turnign the product inside out and using good quality washing detergent. Following care instructions and washing in the same way you would wash your other delicate fabrics will keep products fromwearing unnecessarily.
Are all Nook materials organic?
No. Nook considered the benefits of organic materials versus non-organic materials with higher performance, health and safety benefits. At the end of the day, organic isn't always the best choice. But Nook ensures that any material infants touch is all-natural and the entire Nook product line, from packaging to manufacturing processes, is entirely non-toxic. Nook will always try to recycle if a natural or organic alternative is unavailable.
Why does the Pebble Pure come in a plastic cover?
As Nook's mattress cores are not covered in plastic, we store and ship each mattress in a plastic bag to guard them from any intruders, moisture and dirt when being housed in the Nook warehouse or retail partner back rooms or while in transit. Once the Pebble Pure mattresses are inspected, they are immediately packed and shipped inside of a specially designed open ended recycled plastic bag which can be re-purposed for storage of the mattress. Currently plastic is the most secure way for us to store your mattress before you get it and for you to keep it safe once you’ve finished using it. We recycle and recommend you keep it and reuse it so that we limit landfill.
Why do you use polyester in your thread?
Nook uses a blended thread (polyester and organic cotton) in the tie-downs i.e. the thread that holds the different parts of the products together plus in the pebble filling. It is used in the Pebble material. The mix is 52% OEKO certified recycled non-toxic polyester, 48% certified organic cotton. The cover material as such is made of organic cotton and eucalyptus. Nook use the minimal polyester blend to increase the durability of the products which are largely made from very delicate fabrics.
Nook use only an OEKO certified recycled Polyester in the blended thread. Any man made material, such as Polyester, PETE or Foam will have some chemical components that create off-gassing and chemical emissions. The toxicity of a material falls on a scale from extreme off gassing/chemical emission to minimal off gassing/chemical emission. Nook sources only premium materials (OEKO certified recycled Polyester blend fibres, BPA Free PETE) that fall within that minimal end of the scale (less than 10%).
I received my mattress and there is a smell. Is this normal? Will it fade? Is it off-gassing?
There are a couple of reasons why there is a smell coming from the new mattress. Latex, although 100% natural, still has a distinct smell, particularly after it has gone through the manufacturing process. A fresh or new piece of latex will have a fermentation smell after the curing process during manufacturing. It is not harmful or off-gassing as the materials used are organic or natural and therefore non-toxic.
The second part to this is that once the Pebble Pure mattresses are inspected, they are immediately packed and shipped inside of a specially designed, airtight, recycled plastic bag. Currently plastic is the most secure way for us to store your mattress before you get it. And, whilst it is effective at keeping things out; it also traps the smell in until it gets to you and you let it out.
The smell does fade and wear off – the time line is dependent on how fresh the Latex was when packaged; 2) how sensitive you are to smells (some people are more sensitive to smells than others); 3) and how much time it gets to air out.
When you receive your mattress remove and wash the Wrap like you would do with any new product in cold water and a mild detergent (no fabric softener or bleach). Initially, air out the mattress for a few days and the latex smell will fade with time and use.
Why does the Pebble Wrap contract when I wash it?
Nook does not use chemicals to keep fabrics from contracting, shrinking or wrinkling. Whilst all Nook products are machine washable there are specific care instructions that must be adhered to – cold wash, mild detergent no fabric softener or bleach. Tumble dry low-heat, tumble dry-no heat or air-dry.
The wraps are made to fit tight as we do not want baby tangled in a loose wrap. The natural materials will contract slightly after washing (just like your jeans or other cotton materials do after a wash) but it will go back to the right size once on the mattress and zipped up.
Why the pebble pattern?
The asymmetrical pebble pattern increases air circulation over, around and through the mattress cover. Air travels through the valleys between the Pebbles making a more breathable sleep space for infants. And because no two pebbles are the same, every infant can find a unique and comfortable nook.
I bought the Pebble Pure and it feels different on each side? Why?
The Pebble Pure is dual sided – one side is very firm. This is the coconut core side recommended for newborns and infants. The other, slightly softer side is the latex side, and can be used for toddlers.
Should the Pebble Mattress always be used with a Fitted Crib Sheet?
We recommend the use of a fitted sheet to prolong the life of your Pebble Mattress. Sleeping directly on the pebble is perfectly safe.
Do Nook Fitted Crib Sheets negate the benefits of the pebbled mattress surface?
No. On the contrary, Nook Fitted Crib Sheets work in conjunction with the Pebble Mattress to increase airflow and comfort. More air travels through the sheets, over the pebbles beneath and back up to the infant. Plus, infants can still experience the tactile sensation of the pebble pattern through the Fitted Crib Sheets.
Are natural fire retardants as effective as chemical ones?
Yes. Natural fire retardants are tested against the same federal mandates as chemical ones to ensure they are just as safe and reliable.
What is Viledon and why is it used in conjunction with the Organic Wool in the fire barrier?
The primary material in the fire barrier used on the Pebble Pure Crib Mattress is Organic Wool. 7% of the fire barrier is made up of a Viledon threading (a non-toxic man-made fire barrier fiber). This allows for the optimum durability and breathability of the overall fire barrier.
Why is breathability so important?
Consistent and steady oxygen circulation makes for a longer and more uninterrupted night's sleep, better development and a happier household.
People have mentioned that Latex can be hot or non-breathable and therefore uncomfortable to sleep on. Is this true?
Natural latex is an open-celled material allowing air to flow through the inner core of the Pebble Mattress, making a more oxygen rich environment and increasing breathability, a priority for all Nook products. The Talalay process we employ produces the most open-celled structure therefore enhancing the breathability of the latex.
Natural latex is not only breathable and firm, it's also naturally hypoallergenic, anti-microbial and anti-mite.
Synthetic latex is not the same as natural and is non-breathable and may be uncomfortable.
How long will my Pebble Mattress last?
The Pebble Mattress is made from the finest materials and will last a lifetime if cared for properly. We recommend gentle cycle with other soft fabrics only, cold water wash with mild detergent, and tumble dry. Do not use fabric softener or chlorine bleach, which can offset the effectiveness of the nanosphere technology water-resistance. Additionally, Nook's patented fabric technologies create wipe-able and microbe resistant surfaces on both the Pebble Mattress and Pebble Wrap for small accidents. In other words, most small messes can be wiped from the surface for an easy clean. When not in use, place the Pebble Mattress in the mattress bag provided and store in a dry place.
What is Nook's warranty policy?
Nook offers a 2-year Limited Warranty on the Pebble Wrap and a Limited Lifetime Warranty on the Pebble Mattress Core if stored, washed and cared for properly. 180 day limited warranty on the Niche and Lilypad. Limited warranty means that you must show adequate care of the product has been provided and product fault is related to manufacturing.
Where is Nook sold? Where can I see the product?
Nook is sold at a variety of retailers. Go the Retailer Partner section in Shop or get in touch with us.
The Pebble look really big - isn't it too bumpy for the baby?
Not at all. The pebbles are soft - and lofty. They are very comfortable and not bumpy at all.