Shipping and Returns

At Mattress Warehouse, we quote an estimated due date at time of sale, based on average manufacturing, shipping and freight availability times. Our Customer Care team keeps customers updated of any significant movements in due dates.

When products are ready to be delivered, our standard delivery process is as follows:

  1. We contact the customer to advise that their products are ready to be delivered.
  2. We advise the customer of any outstanding balance on the order, and arrange payment by credit-card over the phone; by internet banking; or in store.
  3. Once payment is confirmed, we pass on details to our preferred freight carriers, who will contact the customer within 3 working days.
  4. Our preferred carrier will discuss available delivery windows; agree a date with the customer; and confirm with a phone call to the customer on the day of delivery.
  5. Our free delivery option is for North Island Metro areas only and excludes rural areas, South Island, Waiheke and Stewart Island and requires reasonable truck access on public sealed roads. If unsure, please contact our Customer Care team at for further information.

It is the customer’s responsibility to advise of any difficult access prior to delivery being attempted, and additional freight charges may be incurred for difficult access.

The customer will be asked to sign for products received. Our preferred freight carriers will allow reasonable time to inspect products before signing.
It is your responsibility to accept and sign for product arriving in good condition. Damage must be notified to us within 2 days of delivery.


Mattress Warehouse offers a return policy in line with the Consumer Guarantees Act. This means that if a customer wishes to return products due to a change of mind regarding their purchase, there is no legal requirement for a return to be accepted, or a refund or a credit to be issued. We advise customers to select carefully, and if unsure, to view our products at one of our stores prior to making purchase.

With any warranty issue, our dedicated after-sales team will be happy to help – they can be contacted at
For full terms relating to returns – please refer to terms and conditions of sale.