Delivery and Returns
DELIVERY
Delivery timeframes depend on the items purchased. For most beds, mattresses and bedroom furniture, we aim to deliver within 5-10 working days.
Made-to-order items:
Our New Zealand-made beds and mattresses are made to order and typically take 15-20 working days for delivery.
How Delivery Works:
-
Once your order is ready for despatch, we will contact you to confirm delivery details.
-
If there’s an outstanding balance, payment can be arranged by credit card over the phone, internet banking, or in-store.
-
Once payment is received, your order is passed over to our trusted freight carrier.
-
Our specialist furniture freight carrier will then contact you to arrange a delivery window and confirm the delivery date (usually a day prior).
Free Delivery Details:
✅ North Island Metro – Free North Island delivery applies to metro areas with reasonable truck access via sealed public roads. Rural areas, and offshore islands (including Waiheke) are excluded.
✅ South Island Metro – Free South Island delivery is available on selected products.
If you’re unsure whether your address qualifies, email us at hello@mattresswarehouse.co.nz and we will happily check for you.
🚚 Difficult access
Please let us know if your property has difficult access. Additional charges may apply if specialist access is required or a second delivery attempt is needed.
📦 Delivery Checks
You will be asked to sign for your items on delivery. Please inspect your order on arrival. If any damage has occurred, it must be reported within 2 days of delivery.
TRACKING YOUR ORDER
For smaller items:
Once despatched, you’ll receive an email with a NZ Post tracking number. You can track your delivery on the NZ Post website.
For larger items (beds and furniture):
These are delivered Monday to Friday (during business hours) by our specialist freight partners. Someone must be available to receive and sign for the delivery.
Please include any special instructions in the order notes at checkout. If your order has not arrived within the expected timeframe, call us on 06 878 2202 and we will follow it up for you.
RETURNS
Mattress Warehouse offers a return policy in line with the Consumer Guarantees Act.
Because our products are large personal comfort items, we do not offer refunds or exchanges for change-of-mind purchases. We encourage customers to choose carefully, there is no legal requirement for a return to be accepted, or a refund or a credit to be issued. If you unsure, we recommend visiting one of our stores before purchasing.
This policy does not affect your rights under the Consumer Guarantees Act.
For any warranty concerns, please email hello@mattresswarehouse.co.nz.
You can read the full returns policy in our Terms and Conditions of Sale.
