Shipping policy
Last updated: 15 September 2026
The Sleep Spot, operated by eastMED Pharmacy 2015 Limited, delivers orders throughout New Zealand.
This Shipping Policy explains our shipping charges, order processing, estimated delivery times, tracking and what happens if there is a problem with your delivery.
Nothing in this policy limits or excludes any rights or remedies you may have under the Consumer Guarantees Act 1993 (CGA), Fair Trading Act 1986, or other applicable New Zealand law.
1. Shipping Costs
Our standard shipping charges are:
- North Island & South Island: $6.50
- Rural delivery: an additional $5.50 applies to rural addresses
- Signature Required: optional, $2.50
- Shipping Protection: optional, $8.90 per order
The applicable shipping charges and optional services will be displayed at checkout before you complete your purchase.
Some unusually large, heavy or special-order products may have different delivery arrangements. Where this applies, we will advise you or clearly state this on the relevant product page.
2. Order Processing & Dispatch
We aim to process and dispatch orders as quickly as reasonably possible.
Orders are processed on working days. Orders placed on weekends or public holidays will generally begin processing on the next working day.
Where an item is in stock, we will normally prepare it for dispatch within approximately 2–3 working days, although many orders may be dispatched sooner.
Processing may occasionally take longer because of stock availability, unusually high order volumes, public holidays, payment verification, supplier delays or circumstances outside our reasonable control.
If there is a significant delay affecting your order, we will endeavour to contact you.
3. Stock Availability
Some products shown on our website are held in stock at our Auckland location, while others may be available from our suppliers.
Where an item needs to be obtained from a supplier, it must first arrive at our Auckland location before we can dispatch your order to you. This may result in a longer dispatch time.
Stock availability can change, particularly during promotional periods or where an item is in high demand.
If an item becomes unavailable after you place your order, we will contact you to discuss the available options. Depending on the circumstances, this may include waiting for incoming stock, selecting an alternative product, or receiving a refund for the unavailable item.
4. Payment & Dispatch
Orders will generally not be dispatched until payment has been received and confirmed, unless we have agreed to another payment arrangement.
Bank transfers may take additional time to appear in our account, particularly when made during weekends or public holidays.
If paying by bank transfer, please include your order number as the payment reference so that we can identify and process your payment promptly.
5. Estimated Delivery Times
Once your order has been dispatched, approximate courier transit times are:
Auckland: approximately 1–3 working days
North Island outside Auckland: approximately 2–5 working days
South Island: approximately 2–5 working days
Rural addresses: please allow additional time for rural delivery.
These are estimated transit times after dispatch, rather than guaranteed delivery dates.
Delivery may take longer during public holidays, major promotional periods or because of weather, road closures, transport disruptions, high parcel volumes or other circumstances affecting the delivery network.
Saturday delivery is not included as part of our standard delivery service.
Where we are responsible for arranging delivery, goods will be delivered within an agreed timeframe or, where no timeframe has been specifically agreed, within a reasonable time in accordance with applicable New Zealand consumer law.
6. Tracking Your Order
Once your order has been dispatched, we will normally send you an email containing your tracking information.
The tracking link allows you to follow the delivery milestones provided by the courier.
If you have a customer account, tracking information may also be available through your account.
Please note that tracking information may not appear immediately after we create a shipping label. The first tracking milestone will generally appear once the parcel has been collected and scanned by the courier.
7. Delivery Delays
Occasionally, parcels may be delayed after dispatch because of circumstances affecting the courier network, including weather, road closures, flight disruptions, high parcel volumes or other operational issues.
If your parcel has not arrived within the expected timeframe, please check the tracking information first.
If there has been no meaningful tracking update or the delivery appears significantly delayed, please contact us.
Where we arranged the delivery, The Sleep Spot will work with the delivery provider to investigate the issue rather than requiring you to resolve the matter directly with the courier.
Nothing in this section limits any rights you may have where goods are not delivered within an agreed or reasonable timeframe.
8. Lost or Missing Parcels
If your tracking information indicates that your parcel has not been delivered and it appears to be lost, please contact us.
We will investigate the delivery with the relevant courier or delivery provider.
If the parcel is confirmed as lost, or otherwise fails to be delivered as required, we will provide an appropriate remedy in accordance with the circumstances and your rights under applicable New Zealand consumer law.
This may include arranging a replacement or providing a refund where appropriate.
9. Tracking Shows Delivered, But You Cannot Find Your Parcel
If tracking shows your parcel as delivered but you cannot locate it, please check around your property and any usual safe delivery locations and check whether another member of your household has received it.
If you still cannot locate the parcel, please contact us promptly.
We can lodge an investigation with the relevant delivery provider to determine where and how the parcel was delivered.
A courier tracking status showing “delivered” does not prevent us from investigating a possible misdelivery or other delivery problem.
The appropriate outcome will depend on the circumstances and the results of the investigation.
10. Delivery Without a Signature
Unless you select Signature Required ($2.50) at checkout, or a signature is otherwise required for your particular shipment, your parcel may be delivered without obtaining a signature.
Depending on the delivery provider and circumstances, the parcel may be left in a location considered appropriate for delivery or in accordance with any delivery instructions you have provided.
If you provide specific instructions for a parcel to be left in a particular location, please ensure that the location is reasonably safe and accessible to the courier.
If tracking shows your parcel as delivered but you cannot locate it, please contact us so that we can investigate the delivery with the relevant delivery provider.
Responsibility for any loss following delivery will depend on the circumstances, including whether the parcel was correctly delivered and whether any specific delivery instructions were followed.
Nothing in this section limits any rights or remedies available under applicable New Zealand law.
11. Damaged Parcels
If your order arrives damaged, please contact us as soon as reasonably possible.
To help us investigate and resolve the issue, please retain the product and packaging where reasonably possible and provide your order number, a description of the damage, photographs of the damaged product and shipping packaging where relevant, and any other information reasonably required to investigate the damage.
We may need to assess the product or arrange for it to be returned before determining the appropriate remedy.
Depending on the circumstances, the appropriate remedy may include repair, replacement or refund in accordance with applicable New Zealand consumer law.
Please refer to our Refund & Returns Policy for further information about faulty or damaged products.
12. Incorrect Delivery Addresses
Please check your delivery address carefully before completing your order.
If you notice an error after placing your order, contact us as soon as possible.
If the order has not yet been dispatched, we will make reasonable efforts to update the address.
Once an order has been dispatched, we may not be able to change or redirect it.
If a parcel cannot be delivered or is returned to us because an incorrect or incomplete address was provided by the customer, we may require payment of reasonable additional shipping costs before resending the order.
This does not apply where the delivery problem resulted from an error made by The Sleep Spot or our delivery provider.
13. Optional Signature Required
At checkout, you may choose to add Signature Required for $2.50.
If Signature Required is selected, the delivery provider will generally require a signature or other confirmation of receipt before completing delivery, subject to the delivery provider's procedures.
If no one is available to receive the parcel, the courier may leave instructions for redelivery or collection, or otherwise handle the parcel in accordance with its delivery procedures.
Selecting Signature Required provides additional delivery security and may be particularly useful if you do not want your parcel left unattended.
If you do not select Signature Required, your parcel may be delivered without obtaining a signature and may be left in a location considered appropriate by the delivery provider, subject to any delivery instructions and the courier's procedures.
Selecting or declining Signature Required does not remove or limit any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand law.
14. Optional Shipping Protection
We offer Shipping Protection for $8.90 per order as an optional additional service.
Shipping Protection is separate from Signature Required ($2.50). Signature Required provides additional delivery security, while Shipping Protection provides an expedited and simplified resolution process for eligible delivery problems.
Where available at checkout, you may select either option, both options, or neither.
Shipping Protection is completely optional and is not required in order to receive the protections you are already entitled to under New Zealand consumer law.
What Shipping Protection Covers
Subject to the conditions below, Shipping Protection may provide an expedited resolution where:
- your parcel is lost in transit;
- your order arrives damaged as a result of transit; or
- tracking records the parcel as delivered but you have not received it and the circumstances indicate that it may have been misdelivered or stolen in connection with delivery.
Where an eligible Shipping Protection claim is accepted, we may provide an expedited replacement or refund without waiting for the delivery provider's full investigation to be completed, where we are reasonably satisfied that the claim is valid.
What Shipping Protection Does Not Cover
Shipping Protection does not generally cover:
- an incorrect or incomplete delivery address supplied by the customer;
- loss or damage caused by inaccurate delivery instructions supplied by the customer;
- ordinary courier delays where the parcel remains in transit and is reasonably expected to arrive;
- damage caused by the customer's use or handling of the product after delivery;
- change of mind; or
- circumstances where we reasonably determine that the claim is fraudulent or unsupported.
Making a Shipping Protection Claim
If you purchased Shipping Protection and experience a delivery problem, please contact us as soon as reasonably possible.
Where possible, please contact us within 7 days of the delivery date or expected delivery date so that we can investigate promptly.
Please provide your order number, details of what happened and any relevant photographs or other information reasonably required to assess the claim.
The 7-day notification period helps us investigate Shipping Protection claims promptly. It does not remove or limit any rights you may independently have under the Consumer Guarantees Act 1993 or other applicable law.
15. Your Rights Without Shipping Protection
You do not need to purchase Shipping Protection in order for The Sleep Spot to meet its obligations under New Zealand consumer law.
Where The Sleep Spot arranges delivery, we remain responsible for meeting applicable legal obligations relating to the delivery of your order.
If your order is lost, damaged, misdelivered, significantly delayed or otherwise not delivered as required, please contact us and we will investigate and provide an appropriate remedy where required.
Shipping Protection simply provides an additional service intended to allow eligible claims to be resolved more quickly and conveniently.
16. Returns
This Shipping Policy relates primarily to delivery of orders to you.
If you wish to return a product because you have changed your mind, or because the product is faulty, damaged or incorrect, please refer to our Refund & Returns Policy.
Return shipping responsibilities depend on the reason for the return. Different rules may apply to voluntary change-of-mind returns and returns involving products that fail to comply with the Consumer Guarantees Act 1993.
17. Contact Us
If you have questions about an order, tracking, delivery, Signature Required or Shipping Protection, please contact:
The Sleep Spot
Operated by eastMED Pharmacy 2015 Limited
188 St Heliers Bay Road
St Heliers
Auckland 1071
New Zealand
Email: hello@thesleepspot.co.nz