Alert Level 3 & 2 Frequently Asked Questions
August 14, 2020
Are your stores open?
Our stores will always follow national legislative guidelines.
If we find some or all of our stores having to operate at Level 3, those physical store locations will be closed to the public. Those stores will however, be available to assist all customers through phone, website, contactless pick up and delivery.
Any stores operating at Level 2 or 1 will be open for normal trade and practising safe distancing and in-store hygiene practises. For peace of mind, you can call your local store prior to your visit to understand if there are any changes to their specific trading hours.
What measures are in place to ensure the safety of staff and customers in-store?
We're following the recommended government COVID 19 guidelines around the appropriate use of PPE, ensuring safe physical distancing and hygiene practices are followed and making provision for safe working environments, including additional cleaning measures, relevant to the required Alert Level.
Is your full range of products available at this time?
Yes, currently we have no issues with stock levels and don’t foresee any issues in the future. We are a NZ owned, operated, and manufactured retail business so stock levels are rarely affected by overseas supply or external market challenges.
Is your full range of services available at this time?
Absolutely – in fact, we have elevated the services and support we can provide customers looking for product information or advice. You can reach our bed specialists by calling your nearest store, who are staying on hand to answer any queries.
Are your deliveries contactless?
Yes, they are. We are able to leave items at your door and make other necessary changes to suit your needs, keeping your safety our utmost priority.
When will I get my order?
At Level 3, staff can continue to work in-store and in fact, sometimes the processing of orders (either phone or online) can be quicker during these times. All stores at Level 2, will continue to offer the same efficient fulfillment of orders as part of our normal process.
Our lead times are influenced by our manufacturer, however they are also implementing safe practises to be able to efficiently manufacturer your order with no considerable delay to lead time. For specific lead times on your order or specific items, please contact the store you have ordered from/or are considering ordering from.
Can I order over the phone?
Of course you can! All staff, regardless of Alert level are chomping at the bit to be able to talk to customers - so please, reach out to your nearest store who will be happy to assist.
Can I get a refund for an item purchased in lockdown?
If your request fills our standard terms of service then you are entitled to a refund. Please read our terms of service here.
What will happen to items I’ve already ordered or a pending order during lockdown?
Despite some stores not being open to the public, all stores are still trading and servicing customers, so your order should not be delayed and will be processed as normal. If you have any concerns, please reach out to the store you ordered from.
What if I want to purchase a bed I’ve tested in a store that is closed at Level 3, but can’t remember the details?
Not a problem - you can speak to the store and explain the item you were after or alternatively, browse our selection online.
I need a bed last minute and quickly.
Not a worry, speed is what separates us from the others. Whether the store is physically open or not, get in touch with the store manager to discuss which beds they have 'on hand'. As our stores are independently owned and operated, they will be able to let you know which stocks can be quickly processed for contactless pick up or delivery, depending on your preference.
I’ve called the store and am not having any luck getting through?
No worries, we have also elevated our support office staff hours to ensure we are ready to assist any customer should they not find the answers they need through our store network. Please contact email@example.com for assistance.
Still can't find the answers you're looking for?
We're dedicated to helping you; whether you need a bed, advice, or simply sleep support. Go to the contact us page, complete the form and we'll be in touch.