Shipping & Delivery
Holiday Hours & Delivery Updates
Due to how the public holidays and weekends fall this year over the holiday period it is likely that orders placed from Christmas Eve will arrive the week of 6th of January. Here are some important things to note during this period:
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We are closed on all public holidays and weekends while our team takes time to spend with their families, with skeleton staffing on 27th December, 30th December, 31st December and 3rd January.
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On these days we will prioritise Click & Collect, Express Tonight orders and will be replying to urgent messages before working through order backlogs and dispatch. As we will have skeleton staff and the courier network will also have a backlog of orders to deliver, please expect a delay in how quickly your orders are dispatched.
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All orders will be dispatched in the order they’ve been received. If anything is urgent please email us or send us a DM and we’ll do our best to assist!
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Our website of course will be taking orders throughout the holidays, and orders will be dispatched in the order they are received when we’re back in the office.
As always thanks for your support and we appreciate your patience! x
Urgent Delivery Options (Available for Auckland & Surrounds)
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Click & Collect - We offer a free SAME DAY click and collect service from our warehouse in Henderson (Monday-Friday 9am-4pm excluding weekends and public holidays). Find more detail here.
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$12 Express Tonight Delivery - Place your order before 2pm and receive it between 6-9pm that SAME DAY! Available Monday to Friday to residential addresses (business addresses are not eligible) in selected Auckland suburbs, excluding weekends and public holidays. Scroll down for more detail on included postcodes for this service.
Note: Both services will be closed on the weekends and public holidays, but open on 27th December, 30th December, 31st December and 3rd January, and running as normal from Monday 6 January.
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 cart, 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.
From time to time we may run Free Shipping offers on a reduced threshold (e.g. Free Shipping on orders over $49) for Account Holders or VIP's. Please note, the usual exclusions apply for these offers as detailed below.
All Heavy and Bulky items are also excluded from our Free Shipping Offer. Common examples include the items below, however this is not an exhaustive list. The shipping cost at checkout will give you the shipping costs for items in your cart.
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All nursery furniture items - eg cots, bassinets, baskets & dressers
- Baths
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Travel cots
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Mattresses
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Bed Rails and large bumpers
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Duvet Inners
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Demonstration dolls
- Crane Fans
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 $7 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. Larger items excluded from free shipping are sent as freight and may take up to 10 days, depending on the service we use.
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
Express Tonight for Select Auckland Postcodes
The Express Tonight service is available for selected suburbs in Auckland only (we have listed the eligible postcodes below). It is available for orders placed before 2pm with your order delivered between 6pm and 9pm on the same day Monday to Friday. Please note Express Tonight delivery is only available to residential addresses, not business addresses. The charge for Express Tonight delivery is $12 and it is only available for orders of under 25 kilograms. It excludes bulky items and it is not eligible for Free Shipping. The Express Tonight option will show once you have added your shipping details at checkout if your order and postcode is eligible.
Auckland Postcodes eligible for Express Tonight are:
| 0600 | 1010 | 2010 | ||
| 0602 | 1011 | 2012 | ||
| 0604 | 1021 | 2013 | ||
| 0610 | 1022 | 2014 | ||
| 0614 | 1023 | 2016 | ||
| 0618 | 1024 | 2022 | ||
| 0620 | 1025 | 2023 | ||
| 0622 | 1026 | 2024 | ||
| 0624 | 1041 | 2025 | ||
| 0626 | 1042 | 2102 | ||
| 0627 | 1050 | 2103 | ||
| 0629 | 1051 | 2105 | ||
| 0630 | 1061 | 2110 | ||
| 0632 | 1062 | 2113 | ||
| 1071 | ||||
| 1072 |
Large / Bulky Items (E.g. 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.
Large / bulky items are sent as freight, so please allow up to 10 days for your order to arrive depending on the service used.
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 NZ 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 85C Henderson Valley Road, Henderson, Auckland 0602.
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.
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!