Get in touch

Orders are dispatched immediately –
by the next business day – from our Auckland warehouse. We don’t dispatch on weekends or public holidays.

Estimated delivery times vary based on your location:

• Auckland: 2–5 business days
  
• Waikato, Bay of Plenty, Wellington: 3–8 business days
  
• Other North Island locations: 4–12 business days
  
• Christchurch: 4–7 business days
  
• Other South Island locations: 4–12 business days

Please note that rural deliveries often sit towards the higher end of these estimates, while central city deliveries are typically a bit faster.

Yes – in most cases you can! Once your order reaches your local depot, our shipping partner will send you an SMS to confirm a delivery date and time that works for you. You can either accept their suggested slot or pick another available option that works best for you. Our shipping partners can deliver Monday-Friday (weekends unavailable).

If you have a particular date in mind –
whether it’s because you’re moving, going on holiday, or just want your bed to arrive on a certain day – just let us know when you place your order by emailing our team.

We can also delay delivery if you are moving house or are sending it to the bach, even if it’s a few weeks or months in advance.

It’s up to you! Once your order reaches your local depot, our shipping partner will send you an SMS to confirm a delivery date and time that works for you. You can choose to be home to receive it, or give them authority to leave it somewhere safe (and let them know where). For some addresses, like apartments or busy main roads, someone will need to be home.

Yes - we work very hard to offer an excellent & reliable service,we do this all the time for people moving house or kitting out a holiday home!

Whether your move is months away or just a few weeks, we can hold your order and arrange a delayed delivery for a date that suits you.

To request this, just go ahead and place your order, let us know your timeline, and we’ll coordinate with our shipping partner to get it to you when you’re ready. We’ll be in touch with you every step of the way, so it’s no stress if plans change - that is to be expected when moving!

We work very hard to offer an excellent & reliable service, and we can usually line up delivery for the exact day you’re after (weekdays only – Saturday and Sunday deliveries aren’t available). However please note we cannot 100% guarantee every request as there are circumstances outside of our control with our delivery partners. We do this quite often though, and most of the time we can make it happen without a hitch!

Most likely, yes! Once your order leaves Auckland, you’ll receive a shipping confirmation and tracking link. For bulky items like beds and mattresses, the tracking will often show “In Transit” for several days while it makes its way to your area. This is especially relevant for South Island deliveries, where it can take a few extra business days “In Transit” across the Cook Straight. As there aren’t more updates along the way, it can feel like things aren’t progressing, but rest assured, your order is tracking well and on its way.

As soon as it arrives at your local depot, you’ll get an SMS text message from the shipping partner to book a delivery time. Things usually move quite quickly from there!

If something looks unusual or you’re feeling concerned, please feel free to contact OnSend/Mainfreight directly, or reach out to us via email and we’ll be happy to look into it for you as well. We are here to help every step of the way!

No – we work very hard to offer an excellent & reliable service,delivery is free everywhere in New Zealand. We believe Kiwis everywhere deserve a great night’s sleep and a fair deal on a bed, no matter how far from the big cities you live.

Yes, bottom line if you don’t love your mattress, we don’t want you to be sleeping on it, or paying for it! The trial is simple: if you don’t love it, we’ll give you a full refund and donate the mattress to a Kiwi in need.

It is completely risk-free. You have a great night's sleep at an incredible value to gain... and nothing to lose!

Just flick us an email at enquiries@theflatpack.co.nz and our Mount Maunganui-based team will reply within 24 hours (except weekends). We’ll walk you through the process and make it easy. As soon as the mattress has officially been donated, we’ll issue you a full refund straight away! No big hoops, no AI-chatbots and no waiting.

Yep, they’re covered by the same 100 Night Sleep Trial too! One key difference is that we request that bedframes and furniture be returned in new, undamaged condition and with their original packaging. So if you’re thinking about a “change of mind” return, please keep the packaging.

Returns are completely free - we’ll provide prepaid shipping labels for you.

P.S. No stress if you’ve already assembled it, it comes apart just as easy and can be returned even if it’s been assembled!

Nope, there are no special rules or fine print. It’s pretty simple really - we honestly just want you to love your bed!

Unlike many mattress companies, we don’t require you to sleep on the mattress for 30 nights before returning. Sleeping on an uncomfortable mattress is just miserable. We won’t force you to sleep deprive yourself just to meet our return policy!

It is true though that studies have shown that it does typically take around 14 days for your body to adjust to a new mattress, so we’d of course love for you to give it a fair chance before calling it quits on your Flatpack Co bed. But if it’s not working, lets chat. We’re here to help.

No, all mattresses that we sell are 100% brand new. We never re-sell returned mattresses! Any mattresses returned under our 100 night trial are donated to local charities like the Salvation Army, and go to a Kiwi in need. So even if you decide it's not perfect for you, it will still be put to good use!

Don't worry - the 100 night trial doesn’t start until the bed is actually delivered to you. So you have the full 100 nights!

If you won’t be able to use the bed for a little while (for example if you’re moving house) contact us in advance and we can arrange an adjustment to your trial length.

We frequently work with the Salvation Army, Vinnies, SPCA and many other local charities to ensure unwanted mattresses go to a Kiwi in need.

If you have a specific local charity that you’d like the mattress to go to, that’s great. As long as it’s going to help a Kiwi in need, we’re stoked!

We have a slightly different policy for our Student bed range. Instead of the 100 Night Sleep Trial, each one comes with our 'Love Your Bed Guarantee', which includes free cancellations anytime prior to delivery and then a 21 day return policy. You can find all the details on our Student website

We’ll always stand by you if something’s genuinely gone wrong with the product, but as expected our warranty doesn’t cover things like wear and tear, spills, or accidental damage. But rest-assured, if there’s a manufacturing defect we’ll make it right.

If something’s not right, just flick us an email at enquiries@theflatpack.co.nzwith your order number, a quick note about what’s happened, and a few photos. We’ll take a look and get it sorted as fast as we can.