Shipping & Delivery
Alert Level 4 – an update from us, and what it means for you.
Thank you for choosing to shop with us for essentials during Level 4 Lockdown. We hope you are staying safe and well in your bubble.
- We have 2 tiny bubbles of staff dispatching essential orders. Please do expect delays to how quickly we can dispatch your order.
- Orders are being dispatched in the order they are received. Please contact us if your order is required urgently for health reasons such as a humidifier or breast pump.
Please note that due to our very small staff numbers and Level 4 protocols, our dispatch time will be several days slower than usual.
- Delivery by our couriers is also experiencing significant delay due to high delivery volumes.
- Shipping is expected to be about a week for New Zealand orders - thank you for your patience at this tricky time.
- We may also need to pause shipping at any time due to staff needing to isolate, sickness or any further changes to the business requirements during Level 4. If your order dispatch is impacted, we will advise you by email.
- Previously in-stock non-essential products are no-longer visible on the site and will return at a lower alert level.
- The rest of our team not working in our warehouse team bubbles are operating remotely and juggling family and work duties - please expect a delay in how quickly we can respond to queries.
- Please checkout through your account so you can 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 new account and click on “my orders”. Here you will see the progress of your order, and tracking details once your order has been dispatched.
- Click and collect will not be available and warehouse visits are not allowed.
Thank you for your continued support for our business. We hope you and your families are all well and keep safe within your bubbles. We promise to update you as much as possible, and how things may change depending on Alert Levels and government information. You'll find the latest updates from us on our social pages - links in the footer.
Our Delivery Service
In stock, Ready to Ship!
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 !!
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
Bed Rails and large bumpers
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.
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.
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.
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.
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.
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!