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Shipping & Returns - The basics

L​​​ast updated: 30/01/2026

 

We aim to get your pet supplies from our virtual shelves to your front door as efficiently as reasonably possible. This policy explains how shipping works, what we’re responsible for, and what we unfortunately cannot control (hint: couriers).

​Where We Ship:

We currently ship within New Zealand unless otherwise stated.

If you are located somewhere remote, rural, or delightfully off the grid, delivery may take longer.

Order Processing Times

Orders are typically processed within 1–3 business days after payment is received.

Processing time means:

  • Picking

  • Packing

  • Double-checking we sent the correct item

  • Politely handing it to a courier

It does not include delivery time.

Orders placed on weekends or public holidays will be processed on the next business day — because even lawyers sleep sometimes.

Delivery Timeframes:

Estimated delivery times are provided as a guide only and may vary due to:

  • Courier delays

  • Weather events

  • Rural delivery routes

  • Peak periods (sales, holidays, general chaos)

Once your order has been handed to the courier, delivery speed is outside our direct control. We cannot physically drive the parcel to you, tempting as that may sound.

Shipping Costs:

Shipping costs are calculated at checkout and are displayed before payment is completed.

Shipping fees:

 

  • Are non-refundable once an order has been dispatched

  • Reflect actual courier and handling costs

  • Are not negotiable (even if your pet looks convincing)

Tracking Information:

Where available, tracking details will be provided once your order is dispatched.

Please note:

  • Tracking updates are managed by the courier

  • Delays in tracking updates are common and not a sign your parcel has fallen into the void

If tracking hasn’t updated in a reasonable timeframe, contact us and we’ll investigate like professionals.

Incorrect Address Details

t is your responsibility to ensure shipping details are accurate at checkout.

We are not responsible for:

  • Orders sent to the wrong address due to customer error

  • Parcels delayed or lost due to incorrect or incomplete information

If a parcel is returned to us due to an address issue, reshipping costs will apply.

Lost, Delayed, or Stolen Parcels:

Once an order has been dispatched and handed to the courier:

  • Responsibility transfers to the courier

  • Delays do not automatically qualify for refunds

  • “It hasn’t arrived yet” is not the same as “it is lost”

If a parcel is confirmed lost by the courier, we will work with you to resolve the issue in a reasonable manner.

We are not responsible for parcels marked as delivered but stolen after delivery. Porch pirates are criminals, not our employees.

Damaged Parcels:

If your order arrives visibly damaged:

  • Please take photos immediately

  • Contact us as soon as possible

Do not dispose of the packaging until the issue is resolved — evidence matters, even when cardboard is involved.

Split Shipments:

Some orders may be shipped in multiple parcels depending on product availability or supplier location. If this happens, you will not be charged extra shipping unless clearly stated.

No, we are not trying to confuse you. Logistics are just like that.

Changes or Cancellations:

Once an order has been processed or dispatched, it cannot be cancelled or changed.

Please double-check your order before confirming — future you will appreciate it.

Our Legal Position - (The Calm but Firm Bit)

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.

However:

  • Delays caused by couriers are not automatically breaches

  • Estimated delivery times are not guarantees

  • Shipping is a service, not a promise written in stone

Questions?

If you have questions about shipping, contact us before ordering. It’s much easier to answer now than after the parcel is already halfway across the country.

Fluffy white cat sleeping soundly on a dark gray couch with striped pillow.

Return & Exchange Policy

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Last updated: 30/01/2026

We sell pet products, not fairy tales. That said, New Zealand law gives customers clear rights — and we respect them. This policy explains when refunds are required, when they are not, and when the answer is a polite but firm “no”.

Your Rights Under New Zealand Law (The Important Bit)

Under the Consumer Guarantees Act 1993 (CGA), you are entitled to a remedy if a product you purchase is:

  • Faulty

  • Not as described

  • Not fit for its normal purpose

If this happens, you may be entitled to a repair, replacement, or refund, depending on the situation. We do not limit or exclude your rights under New Zealand law — because that would be illegal, and we enjoy staying in business.

When We Will Offer a Refund, Replacement, or Repair:

We will happily resolve the issue if:

  • The product arrives faulty or damaged

  • The wrong item was sent

  • The product has a genuine manufacturing defect

  • The product does not match its description

In these cases, we will assess the issue and provide an appropriate remedy as required by law. We may ask for photos, details, or the item to be returned — not because we doubt you personally, but because lawyers like evidence.

When We Do NOT Offer Refunds (Read Carefully)

We do not provide refunds or returns for:

  • Change of mind

  • Incorrect size, colour, or style chosen by the customer

  • Your pet no longer liking the item

  • Your pet destroying the item (enthusiastically or otherwise)

  • Items that have been used, worn, chewed, slobbered on, or “tested”

  • Items purchased on clearance or sale (unless faulty)

Choosing the wrong item is unfortunate. It is also not our fault.​

Hygiene & Safety Items:

For health and safety reasons, we cannot accept returns on certain items once opened or used, including (but not limited to):

  • Pet grooming items

  • Feeding accessories

  • Any product that has been in contact with a pet​

This is not personal — it’s hygiene.

Returns Process: (How This Actually Works)

Before returning anything, you must contact us first. Unauthorized returns may be refused.

If a return is approved:

  • Items must be returned in original condition where applicable

  • You are responsible for return shipping unless the item is faulty or incorrect

  • We are not responsible for items lost in return transit

Refunds are processed once the item is received and inspected.​

Shipping Costs:

  • Original shipping costs are non-refundable

  • Return shipping costs are the customer’s responsibility unless required otherwise under the CGA

Couriers charge us real money. Sadly, they do not accept belly rubs as payment.​

Refund Method & Timeframes:

Approved refunds will be processed to the original payment method.

Please allow a few business days for processing. If your bank takes longer, that part is between you and your bank.​

Our Final Say: (Politely, But Firmly)

We reserve the right to:

  • Decline returns that fall outside this policy

  • Refuse refunds that are not required by law

  • Limit remedies where permitted under the Consumer Guarantees Act

​We are reasonable people. We expect the same in return.​

Questions?

If you’re unsure whether your situation qualifies for a refund, contact us before making assumptions. It saves everyone time — and lawyers prefer that.

​

Cute fluffy dog comfortably sleeping belly up on a dark sofa.

Terms & Conditions

Last updated: 30/01/2026

Welcome to our website. By accessing or purchasing from this site, you agree to the following Terms and Conditions. If you do not agree, please stop reading now and go give your pet a cuddle instead.

These Terms apply to all users of this website, including browsers, customers, and anyone who clicked “Add to Cart” with confidence.​

1. About Us

​We are a New Zealand–based online pet supply store providing products for pets and the humans who love them. References to “we”, “us”, or “our” mean the business operating this website. References to “you” mean… well, you.

2. Use of This Website

You agree to use this website for lawful purposes only and not to:

  • Do anything illegal, misleading, or mildly villainous

  • Attempt to interfere with the site’s operation

  • Try to buy products for a pet that does not exist (imaginary pets are lovely, but still not eligible)

We reserve the right to refuse service to anyone, at any time, for any lawful reason — including, but not limited to, bad behaviour or excessive caps lock.

3. Products & Descriptions

We do our best to ensure product descriptions, images, and pricing are accurate. However:

  • Colours may vary slightly depending on your screen

  • Pets may react differently to products (they have personalities, after all)

If a mistake occurs (we are human, despite appearances), we reserve the right to correct it.

4. Pricing & Payment

All prices are in New Zealand Dollars (NZD) and include GST unless stated otherwise.​

Payment must be made in full before orders are shipped. If your payment is declined, we sadly cannot send the goods anyway — no matter how polite your pet is.​

5. Shipping & Delivery

We aim to dispatch orders promptly. Delivery timeframes are estimates only and may vary due to:​

  • Courier delays

  • Weather

  • Acts of nature, fate, or the occasional confused delivery driver

We are not responsible for delays outside our reasonable control, but we do promise we tried.​

6. Returns & Refunds (Very Important Lawyer Section)

Under the Consumer Guarantees Act 1993, you are entitled to a repair, replacement, or refund if a product is faulty, not as described, or not fit for purpose.​

Refunds or returns are not available for:​

  • Change of mind

  • Incorrect sizing chosen by the customer

  • Your pet deciding it no longer likes the thing it loved yesterday​

​Please contact us before returning any item so we can help without unnecessary stress (for either of us).​

7. Pet Safety Disclaimer

Our products are intended to support your pet’s wellbeing but do not replace professional veterinary advice.​

Always supervise your pet when using toys, accessories, or new products. If your dog eats something that was clearly labelled “not food”, that part is on them — but also a little bit on you.

8. Limitation of Liability

To the fullest extent permitted by New Zealand law:

  • We are not liable for indirect or consequential loss

  • We are not responsible for pets using products in “creative” ways

  • Our liability is limited to the value of the product purchased

Nothing in these Terms limits your rights under New Zealand consumer law — because that would be illegal, and lawyers hate illegal things.

9. Intellectual Property

All content on this website (text, images, logos) is owned by us or used with permission. You may not copy, reproduce, or redistribute it without written consent.

Yes, even if you “just found it on Google”.

10. Privacy

We collect and use personal information in accordance with the Privacy Act 2020. Your data is treated with care and never sold to anyone shady, mysterious, or wearing sunglasses indoors.

11. Changes to These Terms

We may update these Terms from time to time. The latest version will always be available on this website. Continued use of the site means you accept the updated Terms — whether you read them or not (we know how this goes).​

12. Governing Law

These Terms are governed by the laws of New Zealand, and any disputes will be handled in New Zealand courts — preferably calmly.​

Contact Us

 If you have questions about these Terms, please contact us via our website. We promise to respond like reasonable adults

Fluffy light-colored dog sleeping curled up on a dark couch.

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We are committed to making our website accessible to as many people as possible, including people with disabilities. Everyone should be able to browse, shop, and enjoy our site without unnecessary obstacles (or having to wrestle with the zoom button).

This website has been designed and built with accessibility in mind, in line with New Zealand accessibility principles and recognised international standards.​

Accessibility Standards

We aim to conform, where reasonably practicable, with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA. These guidelines help make web content more accessible for people using assistive technologies such as screen readers, keyboard navigation, or voice control software.

In short: if you don’t use a mouse, can’t see tiny text, or prefer your content clearly laid out—we’re trying to make this work for you.

Accessibility Features on This Site

Our website includes features intended to improve accessibility, including:

  • Clear and consistent navigation

  • Logical page structure and readable fonts

  • Sufficient colour contrast where possible

  • Keyboard navigation support

  • Compatibility with common screen readers and assistive technologies

  • Descriptive text for images where appropriate

We’re aiming for easy to use, not solve-a-puzzle-to-buy-dog-food.​

Wix Platform

Our website is built using Wix.com, which provides built-in accessibility tools and ongoing updates designed to improve usability for all users.

While we rely on Wix’s platform and features, we actively work to ensure our content, layout, and design choices support accessibility as much as possible.​

Ongoing Improvements

Accessibility is not a “set it and forget it” task. We regularly review our website and make improvements where we can, because technology changes, standards evolve, and we’re always learning (unlike cats, who already know everything).​

Known Limitations

Despite our best efforts, some parts of the website may not yet be fully accessible. This may include certain third-party apps, embedded content, or older elements that are outside our direct control.

If something doesn’t work for you, we genuinely want to know.​

Feedback & Assistance

If you experience difficulty accessing any part of this website, or if you have suggestions on how we can improve accessibility, please contact us through our website.

We’ll do our best to respond promptly and find a solution—no judgement, no excuses, and definitely no “have you tried turning it off and on again” jokes (okay, maybe just one).​

Commitment

Our goal is to provide an inclusive online experience for all visitors. Whether you’re browsing on a desktop, mobile, screen reader, keyboard, or one hand while holding a very demanding pet, you deserve a site that works.

If you want, I can also:

  • Make a shortened footer version

  • Add a date stamp + review schedule

  • Match this tighter to a specific Wix template

  • Remove or increase the humour dial 🎚️

You’re doing this properly, by the way — most pet stores don’t. 🐾

Requests, issues, and suggestions

If you find an accessibility issue on the site, or if you require further assistance, you are welcome to contact us through the organization's accessibility coordinator:

Accessibility Statement

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