Frequently Asked Questions
Orders & Delivery
1. How do I place an order?
Our products are available on our website, Shopee, and TikTok Shop.
Hurry up! Stocks are limited!
2. What payment methods do you accept?
We accept the following payment methods:
- Credit cards (including Visa, Mastercard and UnionPay)
- Debit cards
- FPX (online banking)
- eWallets such as Touch 'n Go, GrabPay, and ShopeePay
- 4-month instalment via PayLater by Grab
3. Is installment plan available if I want to buy the product?
Yes! 4-month instalment via PayLater by Grab is available.
4. Is there a charge for the delivery fee?
Delivery is FREE in West Malaysia!
However, for Sabah and Sarawak, we have a special arrangement just for you. You can choose between two options:
- Sea Freight: FREE, with delivery in 25-30 working days.
- Air Freight: RM200 per mattress, with delivery in 3-5 working days.
Please note that our "working days" do not include weekends and public holidays!
5. When can I expect to receive my order?
Malacca:
No worries! You will receive your order from our team the very next working day!
Rest of West Malaysia:
You will receive your delivery within 1-5 working days.
East Malaysia:
- Sea Freight: 25-30 working days
- Air Freight: 3-5 working days
Please note that our "working days" do not include weekends and public holidays!
6. How can I track the shipping status of my order?
You can check your tracking number through the link below:
1) Malacca: Since your order is handled by the Baby Whale’s Team, there’s no need for a tracking number! We’re already on it, making sure your order gets to you quickly and smoothly. Once you place your order, you can sit back, relax, and let us take care of the rest. We pride ourselves on fast and efficient delivery—your product is already on its way!
2) Rest of West Malaysia: You will receive a tracking number via email. Track your delivery here (select ‘Consignment No.’).
3) East Malaysia: We will notify you of the tracking number and details of the third-party logistics provider handling your delivery.
Remember, if you need assistance regarding your order's delivery status, we’re just a message away!
7. Do you deliver on the weekends?
If you're in Malacca, then yes! We can deliver to you on Saturdays if needed.
For the rest of Malaysia, our deliveries are currently available from Monday to Friday. We’re actively working to improve our services for you!
Care & Maintenance Tips
1. How should I clean the core and covers?
It's as easy as ABC!
To clean the core, simply rinse it with plain water—no hot water over 40°C, and definitely no washing machines! After rinsing, let it air-dry in a sheltered area—just avoid direct sunlight. Once dry, your core is clean and dirt-free, ready for your happy little one!
For the covers, use a mild detergent in cool water to keep them soft and long-lasting. Skip the fabric conditioner, and once they’re dry, give them a quick iron to finish up!
2. What is the recommended washing temperature for the core and covers?
It is recommended to keep the washing temperature at around 40°C for both the core and the covers.
3. Can I dry clean and tumble dry the covers using a washing machine?
No, it’s not permitted.
Our covers are made from sustainably sourced wood pulp and linen, which are delicate materials that require special care.
Dry Cleaning: The chemicals used in dry cleaning, especially strong solvents, can harm our natural fibers, causing them to lose their softness and weaken over time.
Tumble Drying: The high heat in a tumble dryer can lead to shrinking, loss of shape, or a rougher texture. Excessive heat can break down the fabric’s smooth structure, affecting its durability and appearance.
To keep your covers in top shape, we recommend gentle hand washing and air drying instead!
4. Am I allowed to bleach the core and covers?
No, it’s not permitted.
Core: Bleaching the core will compromise its structure, causing the fibers to lose their elasticity, strength, and durability. This makes the product less supportive and more prone to wear and tear. Our fibers are designed to be breathable, ensuring good airflow and comfort. Using bleach can clog the fiber structure, reducing air circulation and compromising the material's cooling properties.
Covers: Bleaching the covers can weaken and break down the natural fibers, resulting in a loss of durability and softness. It may also lead to yellow stains or uneven discoloration.
5. I’d like to iron the outer cover—anything I should keep in mind?
We recommend ironing to keep your outer cover looking clean and neat!
Just be sure to use medium heat or lower to preserve its durability and soft texture. Happy ironing!
6. Can I dry the core in direct sunlight after washing it?
Direct sunlight is a big no-no—so avoid that!
Instead, dry the core in a shaded, airy spot or somewhere with good airflow. A windy space or a sheltered area works perfectly!
Trial Period, Return & Refund, Warranty
1. How does the free trial work? Do I need to register for it, and when does it start?
First, just place your order and complete the payment. Then, you’ll receive your order—delivery is free! The 66-night trial period starts automatically as soon as your order arrives, and the best part? No registration is needed!
*The trial period is only applicable to the Baby Whale Next-Gen Mattress.
2. Do you have a physical store?
We’re an online-only store, which is why we offer a 66-Night Trial!
This way, your little one can try, dream, and play on the mattress—not in a busy physical store, but in the comfort of their own cozy room.
Got any questions? Feel free to reach out anytime—we're just a message away!
*The trial period is only applicable to the Baby Whale Next-Gen Mattress.
3. How can I return the mattress if my little one doesn’t like it?
Oh no, we’re sad to hear that! But returning the mattress is as easy as ABC.
First, let’s give your little one a chance to try it out for at least 30 days. After that, you can decide whether to keep it or return it within the 66-day trial period.
When you’re ready to return, just send us an email at general.babywhale@gmail.com with the full name of the person who ordered, the receipt number, and the product details.
If you placed your order via Shopee or TikTok, please include your username to make the process even smoother. We’re here to help!
*The trial period is only applicable to the Baby Whale Next-Gen Mattress.
4. What are the return conditions?
All products (except for customised size request) can be returned and refunded as long as they are damage-free and clean!
Returns are only allowed after 30 days from the day you receive your product. This gives your little one enough time to fully try it out!
To make the return process smooth, please keep the large plastic wrapping that came with the mattress to protect it during return shipping. We’ll also need the big packaging box to make the return delivery easier.
Thank you for helping us keep everything in great condition!
*The trial period is only applicable to the Baby Whale Next-Gen Mattress.
5. Will I need to pay any extra charges if I return the product within the trial period?
You will need to cover the return delivery fees. To make it easier for you, we will handle the shipping arrangements!
6. When can I expect to receive my refund after returning the item?
Once we receive the returned item, our team will inspect it. If everything meets the return conditions, we’ll process your refund within 7 business days.
Just a heads-up: the refunded amount will be net of the return shipping fees!
7. What does the 2-year mattress core warranty cover?
Manufacturing Defects:
- Covers any defects in the material, including structural flaws, loss of flexibility, or decreased resilience.
Shape Retention:
- Protects against significant loss of shape, sagging, and deformities.
Note: The warranty does not cover damage resulting from misuse, exposure to extreme conditions, improper cleaning, or natural wear and tear over time.
8. Is there any warranty provided for the inner cover and outer cover?
The inner cover and outer cover are not covered under the warranty scheme.
Mattress
1. What makes the Baby Whale Next-Gen Mattress different from others?
Our mattress core, made with innovative WhaleNest, is both washable and breathable—two of our standout features! This unique design allows air to flow freely through the mattress, providing a refreshing cooling effect for your little one.
Not only does this airflow help prevent dampness, but it also offers peace of mind for parents who prioritize hygiene. Ensuring that your child sleeps on a clean mattress is now at your fingertips! With just a simple wash, you can keep their sleeping environment fresh and comfortable.
Sleep easy knowing your little one is nestled in a safe, hygienic space!
2. What are the materials used for the mattress core (WhaleNest) and the covers?
Mattress core:
Our core is made by 100% polyolefin elastomer (POE), structured into a unique web-like design. This allows for enhanced airflow and breathability within the mattress, making it resistant to moisture buildup and ideal for temperature regulation.
Inner cover:
Our inner cover is made by 100% Polyester netting, which is known for its strength, durability, lightweight nature, and resistance to wrinkles.
Outer cover:
Our outer cover is made by 100% plant based materials, exclusively blended 80% wood pulp and 20% linen which create a fabric that balances the softness, breathability and durability.This provides a luxurious feel with enhanced performance. The blend is particularly beneficial in warmer climates, offering both comfort and style.
3. Why is it safe for my babies and children?
The WhaleNest core is well-known with its breathable and durable, effectively preventing dust-mites, dead skin cells, bedbugs and sweat.
Additionally, its washable feature enhances hygiene, creating a clean sleeping environment for your little one.The materials used for the cover are plant-based, making them gentle on babies' skin, hypoallergenic, breathable, and durable.
4. What sleeping positions is the mattress suitable for?
All sleeping positions are suitable, so don't worry if your baby and children keeps changing to different sleeping position thoughout the nights.
For baby and children who prefer stomach sleeping, it is safe, as our tagline suggests: a premium mattress that breathes, which can help prevent suffocation.
For babies who like to sleep on their backs or sides, you may notice they sweat more in these positions. No worries! You can maintain the mattress's hygiene by washing both the core and the covers.
5. What are the size options?
Currently, we offer two sizes:
- Baby cot size: 120 cm (L) x 60 cm (W) x 6 cm (H)
- Single size: 190 cm (L) x 90 cm (W) x 6 cm (H)
6. What is included if I buy the Baby Whale Next-Gen Mattress?
Baby cot size:
- One WhaleNest (mattress core)
- One Baby Whale Inner Cover
- One Baby Whale Outer Cover
Single size:
- Three WhaleNest (mattress cores)
- Three Baby Whale Inner Covers
- One Baby Whale Outer Cover
Note: The three evenly split mattress cores and inner covers combine to create a single-size mattress that is 190 cm long.
7. How do I assemble the single size mattress?
1. Ready with the 3 pieces of WhaleNest core, each protected by its own inner cover.
2. Insert the 3 covered WhaleNest cores into the single-sized outer cover.
3. Zip it closed, then your little one can enjoy it!
8. Where is the mattress designed and made?
The BABY WHALE mattress is designed by two passionate co-founders in Malaysia who are parents to a little boy.
Inspired by the problems they faced in their daily life, they combined their insights with advanced Japanese technology to create this next-generation mattress. The mattress is then manufactured in China according to their designs.
9. Do you sell the outer and inner covers separately?
Yes, we do sell outer cover separately, in case daddy and mummy need a spare cover for changing.
Unfortunately, we do not sell inner cover separately.