Delivery and Returns
DELIVERY
Delivery time frames depend on the item that is purchased. For most bed models and furniture, we aim to deliver between 5-10 working days.
Made-to-order items:
Our New Zealand-made beds are made to order and typically take 15–20 working days for delivery.
How Delivery Works:
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Once your items are ready, we’ll contact you to confirm that the items are ready to be despatched.
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If there’s an outstanding balance, we’ll arrange payment via credit card over the phone, internet banking, or in-store.
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Once payment is received, your order is handed over to our trusted freight carrier.
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Our specialist furniture freight carrier will contact you to arrange a delivery window and confirm the delivery date with a call the day before.
Free Delivery Details:
✅ North Island Metro – Free delivery applies to metro areas with reasonable truck access via sealed public roads. Rural areas, Waiheke etc are excluded.
✅ South Island Metro – Free delivery is available on selected products.
If you're unsure whether your address qualifies, just email our team at info@mattresswarehouse.co.nz and we’ll be happy to check for you.
📢 Please let us know if your property has difficult access — additional charges may apply if a second attempt or specialist access is required.
🖊️ You’ll be asked to sign for your items at delivery. Our carriers allow time to inspect your order - if any damage has occurred, this must be reported within 2 days of delivery.
TRACKING YOUR ORDER
For smaller items:
Once despatched, you’ll receive an email with your NZ Post tracking number. You can follow your delivery via the NZ Post website.
For large items (like beds and furniture):
These are delivered Monday to Friday during business hours by our specialist freight partners. Someone will need to be available to receive and sign for the delivery.
Please add any special instructions to your order notes at checkout. If you haven’t received your order within the expected timeframe, call us on 06 878 2202 and we’ll follow it up for you.
RETURNS
Mattress Warehouse offers a return policy in line with the Consumer Guarantees Act. This means we do not offer refunds or exchanges for change-of-mind purchases. There is no legal requirement for a return to be accepted, or a refund or a credit to be issued - so please choose carefully. If you’re unsure, we recommend visiting one of our stores before purchasing.
For any warranty concerns, our after-sales team is here to help. Email us at info@mattresswarehouse.co.nz.
You can read the full returns policy in our Terms and Conditions of Sale.
