Shipping policy

Shipping Information

Flat rate shipping of $6.50 applies to both North & South Island addresses. Rural delivery incurs an additional charge of $5.50.

We use Courier Post for the majority of deliveries in New Zealand. Please allow 2 to 3 working days to process your order.

All orders are usually shipped within 5 to 7 working days upon receipt of payment, depending on the stock availability. Late delivery does not entitle you to cancel the order.

Payment made via Internet transfer on the weekend will show up in our account on Tuesday morning

Order will not be processed during weekends and public holidays until the next business day.

Parcels that are shipped to addresses within Auckland may take 1 to 3 working days to arrive.

Larger parcels delivered to North Island (outside of Auckland) and South Island may take 2-5 working days to arrive.

Rural parcels may take 5 to 7 working days longer to arrive.

Parcels may also take longer on public holidays and weekends.

There is no Saturday delivery.

It is difficult for us to guarantee the delivery date as it all depends on how quickly the courier company can meet their delivery schedule. However, we endeavour to contact you if there is a delay.

 

My order has not been dispatched

Although we endeavour to process and dispatch your order as soon as possible. There are several reasons why your order may have taken a bit longer to dispatch.

 Your item is not in stock

We can only dispatch items that are in stock in our warehouse. Items that are available from the supplier need to be ordered and delivered to our Auckland-based warehouse before they can be dispatched to you.

 

Payment has not been received

Please note that bank deposit payments may take up to 2 days to appear in our bank account, explaining why your order is yet to be dispatched. To speed up the processing process, please quote your order number with your payment, as we are unable to reconcile payments to orders without the order number.

 

Processing delays

Our order processing and dispatching processes are usually very efficient. however, there may be occasions where order processing could be slowed or delayed due to:

  • A large influx of orders, or
  • Staffing levels affected by illness

Please rest assured that our team is doing our very best to get your order as quickly to you as possible.

If you are still concerned about the status of your order, please don't hesitate to reach out to us. 

 

Tracking the delivery status of an order

Once your order has been dispatched, you will receive an email from The Slee Spot (eastMED Pharmacy) with a tracking number. You can also check the delivery status by simply logging into "My Account". If you've placed your order as a Guest, you won't be able to track your order from My Account. Instead, you will receive an email when your order is dispatched.

Please note that our team is working through high order volume, and we will try our best to get your order shipped out to you as soon as possible. 

 

My order has shipped but has not been delivered.

If your order has shipped but has not yet been delivered, please check your tracking number first. A tracking link is emailed to you when your order is dispatched to give you detailed delivery milestones. Alternatively, the tracking number is also available in your account under my order. 

 

If the tracking link suggests your order has been delivered, but you are unable to locate it, please get in touch with us and we will lodge an investigation with NZ Post (or other delivery partners, e.g NZ Courier, Post Hast & Castle Parcel) on your behalf.

Regrettably, neither The Sleep Spot (eastMED Pharmacy) nor the courier services that we use (NZ Courier/Courier Post/Post Haste) can refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property.

Although, the majority of the parcel will be delivered as scheduled. There will be instances where an unexpected transit delay could have happened due to various reasons such as; weather, road works/closure, and flight delays. If your parcel hasn't arrived as scheduled, please be patient and follow the updates or information in the tracking link.

 

My item arrived damaged.

If the item of your order arrived damaged, please get in touch with us as soon as possible. We will advise you on the best course of action once the damage has been confirmed and assessed. We will endeavour to provide repair, replacement, or refund where appropriate.

When contacting us, please ensure the following:

  • you retain the original packaging
  • you accurately describe the damage
  • you attach clear photographs of the damage

 

Shipping Protection Policy

At The Sleep Spot, we are committed to ensuring your orders are delivered safely and in excellent condition. While we take every precaution to ensure a smooth delivery process, we also offer optional Shipping Protection for added peace of mind. Below, you’ll find the details of our Shipping Protection policy, designed to give you clarity and confidence in your purchase.

What is Shipping Protection?

Shipping Protection is an optional add-on service that provides additional security for your order during transit. If your item is lost, damaged, or stolen while in transit, Shipping Protection allows us to offer expedited resolution, such as a replacement or refund, subject to the conditions outlined below.

What Does Shipping Protection Cover?

  1. Lost Packages: If your package does not arrive within the carrier's stated delivery timeframe.
  2. Damaged Goods: If your item arrives damaged due to mishandling during transit.
  3. Theft: If your package is marked as "delivered" by the carrier but you did not receive it.

What Does Shipping Protection Not Cover?

  • Incorrect shipping information provided by the customer.
  • Items lost, stolen, or damaged after being successfully delivered.
  • Delays caused by the shipping carrier, customs, or other external factors.

Customer Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993, we are responsible for ensuring that your goods are delivered in acceptable condition and as described. Shipping Protection is offered as an optional, extra layer of convenience to provide quicker resolutions for issues that may arise. It does not replace your rights under New Zealand consumer law.

Cost of Shipping Protection

The cost of Shipping Protection is $8.90. This is an optional service and will not be automatically added to your order.

How to Make a Claim

If you have purchased Shipping Protection and need to make a claim, please contact us within 7 days of the delivery date (or expected delivery date) provided by the shipping carrier with the following information:

  • Your order number.
  • Details of the issue (e.g., photos of damage or proof of non-delivery).
  • Any relevant documentation from the carrier.

We will review your claim and provide a resolution as soon as possible. 

Opting In

Shipping Protection is entirely optional. You can opt in by checking the box at checkout.

Contact Us

If you have any questions about Shipping Protection or your order, please don’t hesitate to reach out to us at hello@thesleepspot.co.nz