Delivering trust at scale - The Sleep Store and NZ Post
The Sleep Store has built one of New Zealand’s most trusted parenting brands by focusing on one thing - helping families get better sleep. From expert advice to carefully curated products, every part of the experience is designed to support parents when they need it most.
Delivering on that promise means getting products to customers quickly, reliably and without fuss.
With NZ Post as a long-standing partner, The Sleep Store has been able to scale that experience nationwide – and beyond - helping them win major awards and build a loyal and satisfied customer base.
Delivering trust at scale - The Sleep Store and NZ Post
The Sleep Store has built one of New Zealand’s most trusted parenting brands by focusing on one thing - helping families get better sleep. From expert advice to carefully curated products, every part of the experience is designed to support parents when they need it most.
Delivering on that promise means getting products to customers quickly, reliably and without fuss.
With NZ Post as a long-standing partner, The Sleep Store has been able to scale that experience nationwide – and beyond - helping them win major awards and build a loyal and satisfied customer base.
Success highlights
Award-winning customer experience, supported by delivery excellence and innovation, enabling new delivery services and product expansion.
Around 1,100 parcels dispatched daily with minimal delivery enquiries
Wide range of NZ Post services from a single platform, including Courier, Express, oversized, and international delivery.
Strong alignment on customer service, trust, and sustainability.
Built on trust and customer experience
The Sleep Store began in 2006 when founders Louise Tanguay and Matt Anderson saw an opportunity to better support parents navigating infant sleep. What started as an online store has evolved into a multi-faceted ‘group’ spanning e-commerce, wholesale distribution and their own product brands.
Growth has come from staying close to customers, understanding their needs, offering trusted advice, and delivering a consistently high-quality experience.
That focus has earned The Sleep Store a reputation for outstanding service, reinforced by thousands of 5 Star customer reviews and word-of-mouth referrals. In 2025, that was recognised at a national level, winning Customer Experience of the Year at the Retail NZ Awards.
“That level of customer experience is only possible because we’re working with NZ Post," Louise says.
"There’s no other courier who can deliver as reliably and consistently as they do. We wouldn’t trust our business with anyone else.”
Delivering at scale, with confidence
For The Sleep Store, delivery is key to the customer experience, and one that needs to work flawlessly at scale. On a busy day, the team dispatches around 1,100 orders. Despite that volume, delivery issues are rare.
“Most days we’ll only have one or two customer enquiries to deal with, and the parcel visibility NZ Post offers means we can deal with these easily.” Louise says.
That level of reliability builds trust with customers, who know they can rely on The Sleep Store to deliver quickly and consistently.
“People shop with us again and again because they trust that what they order will arrive when they expect it to," Louise says.
That trust is particularly important given the nature of the products. Customers are often buying for newborns and young children, where timing and reliability are essential.
Growth through collaboration and innovation
NZ Post has been part of The Sleep Store’s journey from day one, evolving alongside the business as it has grown and diversified. That relationship goes beyond reliable delivery. It’s about working together to find better ways to serve customers and support growth.
“NZ Post continues to innovate in ways that we can pass directly on to our customers,” Louise says. Services like Express Tonight have allowed The Sleep Store to offer even greater flexibility, with strong performance even during peak periods.
“On Christmas Eve, we had 100% same-day deliverability. That’s incredible, and it gives us confidence to offer those services to customers.”
NZ Post’s Oversize by Fliway service has also opened up new opportunities. Historically, larger items such as cots and feeding chairs were difficult to deliver reliably at scale.
“Using their oversize service has given us the confidence to expand into larger products".
We’re now bringing in things like nursing chairs, knowing we can get them to customers around the country safely.” Louise says.
That ability to expand the product range with confidence – without extra IT and system hassles - is directly supporting revenue growth and diversification. And growth is further supported by having international orders seamlessly integrated from the same system.
Built on shared values
Beyond performance and innovation, the relationship between The Sleep Store and NZ Post is built on shared values. Both businesses place a strong emphasis on customer service, transparency and doing the right thing. “We feel valued and heard as a customer, and that makes a big difference.” Louise explains.
Sustainability is another important area of alignment. The Sleep Store maintains Toitū carbon zero certification and is committed to reducing its environmental impact. NZ Post’s investment in electric vehicles and emerging technologies like hydrogen transport supports those. “We can’t be perfect, but we can choose partners like NZ Post who are making the right decisions.” Louise says.
Together, that combination of reliability, innovation and shared values is helping The Sleep Store continue to grow by reliably delivering trusted products, expert advice and an exceptional customer experience to families across New Zealand and beyond.
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Want to know more?
Talk to us about how we can help your business grow.