Can I shop online at Zeal® without registering?
When will my order be charged to my credit card?
Are the payments secure on your site?
Who can I call to get assistance?
What payment methods do you accept?
What if my favourite product is out of stock?
How do I cancel or change my order after I have submitted it?
How do I add another address other than my usual one for shipping?
Returns & Refunds
What do I do if I receive a damaged or incorrect items?
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.
How long does a refund take to process?
How do I package my returned purchase?
How do I make a return of a purchased product?
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.
How does your returns policy work?
If you are not satisfied with your purchase for any reason , we will gladly accept returns of packages within 30 days of the order date and issue a full refund of the product cost.
We will pay for the return shipping of any product that we have sent in error.
If you have purchased something in error, then it is up to you to organise shipping and pay for the shipping costs associated with sending it back to us.
All we ask is that the product is not used or expired, is in the same condition you received it and is in the original box.
If you want to discuss a return before sending it, please contact us to arrange this.
My pet doesn't like the product, can I return it?
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.
How can I check the status of my order?
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.
Once I've ordered, when can I expect my delivery?
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.
How can I track my order?
By logging into your My Account section, you can follow how your order is tracking. Once your order has been shipped from our warehouse we send you an email which includes a Fastway Courier tracking number.
How do I register?
How do I create an account?
- Track delivery of your order in My Account
- Save credit card details for future orders
- Subscribe to our newsletters and specials
- Set up regular orders if you require
- View your order history online
What do I do if I forget my password?
How do I change details like email & passwords?
Do I need to be home to sign for my delivery?
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.
How does the free shipping policy work?
Standard shipping on orders over $39 is FREE, so you can order as much as you want without paying any extra. Free shipping applies for all rural deliveries as well.
Standard shipping is defined as:
1. Next working day delivery for all North Island addresses.
2. Two working day delivery for all South Island addresses.
Orders of values less than a total of $39.00 do incur shipping costs and will be noted on your checkout bill.
There are a couple more delivery options that you need to be aware of as we will charge extra for these items:
Signature Required – $2.00 per shipment
Our courier drivers will leave the packages at your door step or somewhere secure that you have requested in the checkout process. If you would prefer to sign for the package, tick the relevant option in the checkout. High value orders will include this option anyway.
Saturday Delivery – $8.40 per shipment
If you order an item before 3pm on a Friday, you have the option to get it delivered that Saturday. Saturday delivery is unfortunately not available in all areas.