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Shipping & Delivery

Alert Level 3 – an update from us, and what it means for you.

 

Our warehouse will be operating at Alert Level 3 under the guidelines to keep our workplace and staff safe, and all items will become available to purchase online. Here is what you need to know…

 

  • Our full warehouse and customer service teams will be at work under the Alert Level 3 Guidelines
  • The courier networks are still extremely busy and are receiving and processing huge numbers of packages. With this in mind, please be aware that delivery times within Auckland may be delayed a further 5 working days than normal, and rest of the country an extra day or two.
  • It is important to be patient, as our couriers and team in our warehouse are working as hard as possible to get orders out to you all. We do ask, that you keep an eye on your tracking link (you can access this by logging into your SleepPoints account), and only contacting us or NZ Post to chase your order if you haven’t received your order and it has been over 10 working days if you live in Auckland or 5 working days for the rest of New Zealand. If you're in Auckland consider using our Click and Collect Service.
  • Marketing, Accounts and all office staff will continue to work at home during Level 3 as they can do their jobs from home (while juggling children like the rest of Auckland). It will also mean a safer work environment for our teams who have to be in the warehouse dispatching your orders and receiving incoming stock etc.
  • Our click and collect will be open at Level 3, however you will need to call us on 09 816 8706 from the car park and we will provide instructions for collection of your order under level 3 guidelines, as your order will be placed outside when you call. Please ensure you are wearing a mask.
  • Please also ensure if you are coming to do a click and collect you MUST scan using your Covid-19 App
  • Track the progress of your order. As we’ll be busy picking and packing orders, please take the time to check your tracking before getting in touch with us. You can log into your SleepPoints account and click on “my orders”. Here you will see the progress of your order, and tracking details once your order has been dispatched.
  • Please be patient with us, our teams are extremely busy. Allow for longer delivery times (it may not be as super-speedy as you’re used to as our team is busy, as well as the courier network). Our warehouse team will not have the support of the office teams when it comes to helping pick and pack orders or helping move boxes around, but they are working as hard as they can :-)

 

Stay Safe, be kind. We’ll update any changes, following future announcements from the Government. You'll find the latest updates from us on our social pages - links in the footer.

The Sleep Store Team xx

 


Christmas Delivery Date 2021

 

This year has been another year of uncertainties and in these Covid-19 impacted times, we wanted to give you as much heads up around estimated delivery times in New Zealand.

Our team are going to be working as hard as we can (as always), and will be picking and packing orders right up until we close our warehouse for the public holidays, however at this time of year, and especially with the impact of Covid-19, please allow extra days for delivery due to the large number of orders & high seasonal load with all courier services.

The guide below is based off advice from our couriers. All couriers will be handling more packages than ever this year. Getting your order to the couriers by the Christmas cut-off dates gives you the best chance to get your item where it needs to be for Christmas.

The actual date of delivery may change due to unforeseen service impacts. For rural areas please allow for extra time.


Free Shipping on orders over $100*

We are delighted to offer you every day free shipping on orders over $100.

This is calculated AT THE CHECKOUT, based on what you've put in your card, whether there are any exclusions and what discounts apply. Please see below for exclusions.

The Cart Shipping Estimator does not exclude the bulky and heavy items from our calculation, due to a technical issue. So please check shipping AT THE CHECKOUT for excluded items, such a mattresses and furniture,

To receive free shipping, your spend must be over $100. So if you apply coupons or loyalty points discounts that take your spend under $100, the free shipping threshold will not be met and you will be charged shipping.

Please note that Gift Vouchers and Gift Wrapping are not included in your $100 calculation for free shipping.

All Heavy and Bulky items are also excluded from our Free Shipping Offer. Usual examples include:

 

  • All nursery furniture items - eg cots, bassinets, baskets & dressers

  • Travel cots

  • Mattresses

  • Bed Rails and large bumpers

  • Toddler beds

  • Demostration dolls

 

 

How do I check my order & delivery status?

Make sure when you place an order you do so through your account - not as a guest. Guest accounts don't get points, purchase history and the ability to log in to check your courier tracking. If you have an order placed you can check on it's delivery status through your account page after you log in. Just click the "My Orders" tab to get order progress info as well as tracking details if it has been dispatched.

All orders will receive a Shipping notification email which contains your courier tracking details. This gets sent to your inbox at the point at which your order is checked out and ready for the courier to collect from our warehouse.If you can't find the email, log in to your account and check there - as mentioned above.

Thank you for your continued support for our business.

 

Our Delivery Service

We offer fast, economical shipping across New Zealand. All items on our website are in stock, ready to dispatch (excludes pre-order or custom size items).

Shipping starts from $5 for small items. Just add your items to your cart and use the Shipping Estimator in the Mini Cart or Cart with your post code.

Most orders arrive within 1-3 business days. Auckland shipping is generally overnight or you can choose Click and Collect.

Please allow additional days if you are rural or if you are ordering during holiday periods or major promotions.

 

 

Would just like to thank you so much for your incredibly speedy delivery...I ordered my goods yesterday morning and was so excited to have them turn up on my doorstep just an hour ago !! Thank you to all the team I will be recommending you to all my friends !!
Tess

 

Furniture Delivery Service and Charges

In October 2021 we started sending out larger furniture items with a designated furniture delivery service, involving a furniture delivery vehicle and two person delivery to the door. We made this change because our courier companies are not well equipped to handle large items with the service levels we expect for our customers, and because courier companies have been reluctant to take larger items as they struggle with Covid related delivery volumes. We have needed to increase shipping charges for furniture, to help cover the cost of this improved furniture delivery service. Shipping charges are worked out by our website. What shipping actually costs us for furniture deliveries is quite complex, based on both the volume of the delivery and how remote the delivery address is. In the event that our website has charged significantly less than what it will cost to send a large item to a customer, we will phone the customer and ask for an additional payment to help cover the shipping cost. Customers will always have the option to cancel an order if they are not happy with shipping costs. There may also be an option for us to deliver a furniture item to a local depot, if a customer would prefer to drive to a depot than pay an increased shipping cost.

 

In Stock, Ready to Ship!

You can be confident that what you order from us is available for us to dispatch immediately.

If an item is available on our website to order then it's on our shelves, in our warehouse and ready to send to you.

The exceptions to 'In Stock, Ready to Ship' are items that you order in a custom size or that are clearly 'Pre-Order'.

On the very rare occasions we come across a damaged or incorrectly counted item of stock when we come to pick your order for dispatch, we'll be in touch, let you know what's going on and work out a solution with you.

 

Delivery Times

Auckland orders are usually received overnight.

The rest of New Zealand usually takes 1-3 business days for packages to arrive. Urban areas are often delivered on an overnight service, provided your order is placed before 2pm (our courier picks up at 3pm). However please allow 3 business days for delivery, as this covers busier times in our dispatch area and busy times with the courier companies.

Furniture items and rural delivery services take approximately 3 days.

Please allow an extra 1-2 days for delivery after a public holiday, as there is always a large back-log with both The Sleep Store orders and courier companies.

 


More information

We use a non-signature required service as our standard service. This means that the courier will leave your package in a safe place and you do not have to been home to receive the package. Based on customer feedback, this is much more prefreable and ensure the fastest delivery for you.

If the courier does not believe there is a safe place to leave the package, they will leave a 'Card to Call' so you can arrange redelivery.

Notes in your delivery instructions may or may not be followed by the courier, we can not guarantee that instructions will be followed to the letter. In particular our courier will not call in advance to arrange delivery at a specific time. Please see SIGNATURE REQUIRED information below if you need to be home to receive your package.

 

Which Courier Do We Use?

We use Courier Post and Fastway for the majority of deliveries in New Zealand. Which service depends on the time of the day your order is being dispatched and the size of your package. Please let us know if you have a preference due to local services in your area.

Track and Trace links are below if you have already placed your order.

 

Signature Required Service

If you would prefer your package to be sent SIGNATURE REQUIRED, please note SIGNATURE REQUIRED in your delivery instructions in capital letters. We pack up to 400 orders a day, so vague or unclear instructions may be overlooked by our busy staff.

Signature Required service will mean you need to be home to sign for your package and if you are not home, you will need to arrange redelivery with the relevant courier company.

 

Theft or Dog Issues

If you have had issues with packages or mail being stolen, please request SIGNATURE REQUIRED.

Due to local coucil bylaws requiring unobstructed access to the front door, our courier company will not accept claims when a parcel has been destroyed by a dog. If you have a dog who may eat your package (don't laugh, it does happen!), then please include detailed instructions including requesting SIGNATURE REQUIRED.

 

Urgent Orders

If your order is particularly urgent or you require weekend delivery, please contact us to discuss what is possible and note this on your order. We will do what we can but can't make promises for deliveries outside the timing guidelines above.

Browsing, Picking up or Click & Collect

Due to the nature of our business, as we are an Online Retailer ONLY, and the Health and Safety risks, our warehouse is not open for browsing. However, we exhibit some of our range and products at the various Baby Show and Expo’s throughout the year.

If you are local, please choose our Priority Click & Collect service when you check out and your order will be ready within 30 minutes.

Click and Collect is open Monday to Friday, 9am to 5pm.

Our address is 31 Portage Road, New Lynn, Auckland


Tracking Courier Packages

If your order has not arrived in the time frame above, please refer to your automated email containing your tracking number. We are happy to speak with the relevant courier service if necessary however in our experience issues are most quickly resolved by the customer speaking direct to the courier to describe specific features of the home where it may have, or can be left.

 

  • Courier Post Track & Trace tool is here
  • Aramax - (formerly Fastway) Track & Trace tool is here

 

Rural Delivery

Please ensure that you do specify in your address if your address is rural delivery.

If you don't tell us you are rural delivery, we do not know to put the correct ticketing on your package and this can lead to a delay. If we do not use a rural delivery sticker on your package when it should be used, we are charged an additional $5 fee for under-ticketing....making an extra $9 we have had to pay to deliver your item, on top of the regular ticket charge.

All rural costs are covered by The Sleep Store!