Shipping & Returns Policies

Orders

 
We fully understand you will be keen to receive your consignment of pet food promptly.  Our aim is to dispatch your orders as quickly as practically possible.  In almost all cases this will be within 24 hours of placement, excepting weekends (as our carriers are not operating).   If your order is placed and paid for prior to 12:00pm on a weekday you can generally expect to receive your consignment in the North Island the next day (non-RD addresses).  Rural Delivery and South Island locations can take slightly longer averaging two to four days.

We request that all orders are paid for in full prior to delivery please, either by …

  • PayStation via credit card - details to be entered on our encrypted and secure site.
  • Internet banking / direct credit - credited to the bank account details displayed in the automated email sent to you upon placement of order.

Please note, from a timing perspective you order is not deemed to be placed until cleared funds have appeared in our account and/or your credit card transaction has been completed in full.
 
Note: All prices on this website are in New Zealand dollars, include GST (15% Goods & Services Tax), and are subject to change without notice.

 

Shipping and Handling

Generally single sales of petfood are shipped in it's original bag.  Multiple bags will be packaged by us in oversize plastic bags.  Typically these are more than enough to cope with traditional freight channels under normal circumstances.  If you have a specific requirement or need with freight and handling please let us know.  In the unusual circumstance that your packaging may be ripped or damaged on arrival, please contact us without delay - we are contractually bound to inform the transport operator withing 24 hours.  We will liaise with our contracted carrier to re-deliver a non-damaged parcel and uplift the damaged item.  

Freight Rates:

 

Location 
 Up to 3kg 
3kg - 15kg
 15kg - 27kg
27kg +     
 Akld & Northland
 $ 6.00
 $ 6.00
 $ 6.00
  POA
 Akld & Northland RD
 $ 11.00
 $ 11.00
 $ 16.00
  POA
 Rest of North Island
 $ 6.00
 $ 10.00 
 $ 16.00
  POA
 Rest of North Island RD       
 $ 11.00
 $ 15.00
 $ 26.00
  POA
 All of South Island
 $ 7.00
 $ 14.00
 $ 25.00
  POA
 All of South Island RD
 $ 13.00
 $ 19.00 
 $ 35.00
  POA
 Waiheke Island
 $ 10.00
 $ 16.00
 $ 16.00
  POA

 

From the point of despatch, usual delivery for North Island metropolitan areas takes place within 24 - 48 hours. Rural and South Island deliveries can potentially take slightly longer @ around two to four days.

 
Please note, we use and recommend PBT couriers as our preferred carrier in most cases.  If you have a specific carrier request, please let us know, we will do our best to accommodate your needs.  Please note - We are unable to sell or ship outside of New Zealand.


 

Out of Stock

If a product is out of stock, we will contact you as quickly as possible. In almost all cases products are available ex-stock.  In the unusual event that we are out of stock of your particular product we will keep you informed of …
 

  • The estimated time of delivery of your out of stock product and
  • OR offer another product as an alternative as agreed by you


Returns

 
If for any reason you are not happy with your purchase, please contact us within 7 days. You can return the product to us for a replacement or refund which shall be granted at our discretion.
 
Once we have been informed we will advise you of a Returns Authority (RA#) number to include on the package being returned and the delivery location of our warehouse to courier it to.
 
Please arrange a courier to uplift the product and deliver to our warehouse or representatives address as supplied by us.  If a replacement product is being supplied by return, we will dispatch immediately.
 
If a refund is being granted to be credited to your account we will in these circumstances …
 

  • Direct Credit / Internet Banking – process a direct credited cash refund to your nominated account as supplied by you.
  • PayStation via Credit Card Transaction – we will process a credit card refund to your card account via PayStation.

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