We Got Answers.

If you still have questions, contact enquiries@theflatpack.co.nz

How does the sleep trial work?

We're confident you will find your new mattress very comfortable! Our sleep trial essentially allows customers to test their new mattress for up to 100 nights.

If after 100 nights you decide that the mattress just isn't for you, get in touch with our team via enquiries@theflatpack.co.nzand request a refund. The mattress will then be picked up and donated to a local charity.

Who is the mattress donated to?

If after 100 nights you're not satisfied with your FlatPack mattress, we'll provide you with a full refund and donate your mattress to a charity partner.

We work along side Salvation Army, Hospice and other local charities. We will organise one of our partners to collect the mattress during business hours. Once collected, you full refund will be processed.

Do you ever have sales?

We believe in every day low prices, therefore we do not run sales. However we do offer a $50 discount for first time purchasers & a $100 discount on mattress and bed frame combos.

Do products come with a warranty?

Yes all products at The Flatpack Co come with a 365 day warranty. This excludes any wear and tear or damage caused directly by the customer. To claim a warranty on a product, get in touch with us via enquiries@theflatpack.co.nz. We are very responsive and the team will help you out. We're very good at helping our customers...!

How do I make a warranty claim?

If you have any issues with the product that you have received, please email us at enquiries@theflatpack.co.nz and provide your order number, the name of the item at fault and full details of the fault (including photos if possible). We will always do our best to help.

How long do deliveries take?

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

Can you leave my purchase if I'm not home?

Yes of course. A driver will be in touch if you're not home and they can leave it in a safe place for you to come home to.

Can I change my delivery address?

Your delivery address can be changed if your order has not yet been dispatched. Simply get in touch with our team via enquiries@theflatpack.co.nz. Unfortunately it is out of our control once your order has been dispatched.

Is there free shipping?

Yes all products come with free shipping nationwide!

Can I request a day for my order to arrive?

If you'd like to request a specific delivery date, please contact our customer support team who will be happy to accomidate your request.

They will pass this onto the freight company who will contact you directly to confirm your delivery date.

If you're a student check out our range of student beds. These products are designed for tertiary students moving into their flat during Jan-Feb each year. These products are guaranteed to arrive on the same day you move into your flat. Learn more here.

Is Rural Delivery Free?

Yes this is free. We deliver free nationwide.

Do you offer product returns?

Yes, every product sold at The FlatPack Company has an eligible 30 day return period.

How do I return my product?

To return a product, it must be sent back to our warehouse in the package which it was sent in (except for mattresses). Please get in touch with us via enquiries@theflatpack.co.nz if you'd like to return a product.

What's your privacy policy?

You can find our privacy policy here.

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