Shipping & Delivery
May 22nd Update - Should You Expect a Delay?
Thanks for your patience receiving orders at the moment. We are now regularly dispatching orders the same or next working day. Our team are loving being back & they are working so incredibly hard at what is still a pretty stressful time for everyone.
Our amazing partners Courier Post are still very busy! There is increased demand on parcel deliveries in general and there are only so many couriers & their vans are only so big. They are doing an amazing job and delivery times have improved since earlier in the month. You should still expect deliveries to take a few days longer than normal.
If you are in Auckland you can also choose our Click & Collect option at the checkout and we'll have your order ready within an hour, ready to pick up from our New Lynn warehouse. Details below. Give us a call when you get here and we'll bring your out to your vehicle.
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.
If you placed a pre-order on our old website before the beginning of April then this information won't be on the new website, but don't worry we're working on these orders and you'll get an email when it's on its way.
Thank you for your continued support for our business over this lock down period. We hope you and your families are all well and keeping safe within your bubbles..
The order says it's with the courier but it's not arrived as quickly as normal why?
The majority of orders are delivered with Courier Post. Like all couriers they are experiencing an unprecedented increase in the volume of orders. Coupled with the changes to work environments and procedures to meet Covid-19 safety guidelines it's meant packages are taking longer to reach their destination and are waiting longer in the depots for an available slot. They've added staff, extra vehicles and capacity to work through the backlog and they are working very hard to ensure the delays are kept to a minimum. These are the reasons we have been given why packages are taking longer to get through the networks and things they are doing to help:
- Parcel volumes are still high
- They are are working around the clock (while maintaining physical distancing) to scale our capacity to deal with this unprecedented increase
- They expect volumes to remain high while we are in Alert Level 3 and normal service levels may not settle immediately
Can't you make a special case for my order and get them to pick it out and deliver it to me faster?
I wish we could click our fingers & have all your packages to you overnight like Courier Post & us can usually make happen for most people. But these are not normal times that is for sure! We are not able to chase up individual packages at this time with courier post. If your package hasn't moved in 5 days at their depot you can open an enquiry yourself. We are disappointed our team has worked so hard to get parcels to couriers as quickly as possible but they are dealing with unprecedented volumes which have absolutely flooded the courier post network. If you are calling the courier directly expect a phone delay of at least an hour, they are not opening individual enquiries unless significant delay.
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 !!
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
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.
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
You can pop in to visit our little Outlet Store, however please note we only have a small selection of seconds and clearance items on sale.
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!