Yes, you can shop as a guest. Please follow the prompts in the checkout of our online shop. The benefits to registering are that you will have an online record of your orders and information, and only need to fill in your information once. You can also set up a regular order to Autoship and you will also receive special offers if you choose to sign up for them. All your information is held totally securely and will not be used for any purpose other than to make your shopping experience more convenient.

Your Credit or Debit Card will be charged you as soon as you have confirmed your order by clicking the “Pay with Card” button in the checkout process.

Absolutely! None of our customers have ever reported fraudulent use of a credit or debit card as a result of purchases made with us. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. Our website is secured to ensure that all personal information is protected whenever you enter any personal information. Should you not wish to place your order online you may call our sales team on (09) 820 5005 (9am – 5pm / Mon- Fri).

We aim to help you in any way we can to look after your pet. If at any time you need assistance please don’t hesitate to contact us. You can email us or call us on +64 9 820 5005 ext 202.

We accept online Direct Bank Transfers and Credit Card Payments via DPS (Payment Express PX-Pay method for security).

As we are the manufacturer, as a rule we have 99.9% of our products in stock in our warehouse so we can get your order to you quickly! If for any reason, we don’t have stock of your preferred item, we will let you know this at the time of your order and when it can be expected.

You can cancel or change your order up to the time that the order has been sent and you have received the order shipped email. Once your order has been created and approved, you will only be able to modify it or cancel it if you contact us prior to the order being sent and you have received the order shipped email.  Please contact our Customer Service team using our online contact form or call our customer service team on (09) 820 5005 ext 202 (9am – 5 pm / Mon- Fri) and we will be happy to help.

You can edit your shipping address book by logging in, clicking My Account and then Address Book.  You can also add or modify an address during the checkout process.

Once you have placed your order, you will receive an automated email confirmation. Please check your spam folders on your email as sometimes our order confirmations end up here.

Once your order has been dispatched, you will receive an automated “Order Completion” email, as well as a personal e-mail with your tracking number.

You can also check the status of your order by logging into ‘My Account’ and then going to ‘Order History’.

If anything happens to your order we will let you know.

 

Items that are in stock (99.9%) are dispatched the same day providing your order is placed before 2pm Monday to Friday. If your order is placed after 2pm it will be dispatched the next day.

Most items are delivered overnight in the North Island. This may stretch out to 48 hours for the South Island. Larger parcels may take a while longer but we will advise you of timings during your checkout process.

Please contact us if you have any issues with deliveries.

If any items of your order are damaged or not the item ordered, customers are to contact our service department within 14 days and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver’s signature terminal. Please use our online form to contact us should you receive a damaged or incorrect item. Please photograph damages for our investigation.

Before we can replace or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge. Please contact us to arrange collection.

If you have accepted the parcel before realising it was damaged, or the parcel has been left in a safe place when you were not around to inspect it, then we ask you take a picture of the damaged items and contact us as soon as possible so we can take the necessary action and resend an item or refund you accordingly.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods in the case of damaged / incorrect items. However we will be unable to accept the return of any items not damaged or incorrect within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions below.

Delays may occur in the receiving of a refund, depending on your bank. We will process a refund as soon as the goods are received back with us in the case of returns, or as soon as we have seen photographic evidence in instances where goods are not to be returned. Refunds are normally processed by your card issuing bank within 2 – 5 working days of us raising the refund but some banks require a longer period to process.

The box that the items were originally shipped in can be reused. If you are unsure then please don’t hesitate to contact us.

Please contact us directly to discuss any refund so we have the opportunity to put it right. We are here to help you look after your pets.

Once the parcel has been received at our warehouse, we will process the return and confirm by email when the funds have been placed back on your credit card used for the order.

Sometimes pets just don’t like new foods or perhaps it has not suited their constitution in some way. We will happily refund you the price of the food, but it is up to you to organise shipping and pay for the shipping costs associated with sending back the unused portion of the food.

We would also appreciate some info on how your pet reacted to the food, or any upsets caused as it helps us build our database and improve on products and service.

Please contact us to arrange this.

During the checkout process you will be asked for any special instructions for the courier to take note of. If you want your package left in a specific place, just make a note of it and our courier drivers will do their best to follow your instructions.

If you have selected the “signature required” option and you are not home, your order will not be left unattended. The courier driver will leave a calling card which you can use to organise another delivery time that is convenient for you.