Shipping Protection
Shipping Protection is an optional service that covers your RestWell order while it is travelling through the courier network. It is added to your cart automatically and shown as its own line with its own price. You can remove it in your cart or at checkout before you pay.
What is covered
- Lost in transit: the courier loses your parcel or it is confirmed undelivered.
- Damaged in transit: your parcel arrives damaged and the product is not usable.
- Significantly delayed: your parcel has not arrived within 10 business days of the expected delivery window and the courier cannot locate it.
What happens if something goes wrong
Contact our support team with your order number. For damage, include a photo of the parcel and product. We arrange a replacement straight away. There is no claims form and you do not need to wait for the courier to finish an investigation.
What is not covered
- Change of mind after delivery (our standard 30-night trial applies instead).
- Parcels delivered to an incorrect address that you supplied.
- Parcels marked delivered to your address and later reported missing where the courier has proof of delivery. We will still help you with the courier enquiry.
Your rights
Your rights under the Consumer Guarantees Act (New Zealand) and the Australian Consumer Law apply to every order whether or not you choose Shipping Protection. Shipping Protection does not replace or limit those rights. It gives you a faster, no-questions replacement process on top of them.
Price and refunds
Shipping Protection is a one-off fee shown in your cart and at checkout. It is not a subscription and does not renew. If your order is cancelled before dispatch, the Shipping Protection fee is refunded with it.