Account 

How to login to your account? 

Click on the symbol of a person at the top right of the page, next to the shopping cart icon. This will bring up a menu inside a speech bubble asking for an email address. Enter your valid email address and a code will be sent to the email for verification. You will then be prompted to enter the 6 digit code from your email on to the website. (The code expires within 15 minutes) Once entered you will now have access to your account.

How can I view my past orders? 

Once you have logged in you will be able to see your current and past orders.

Orders

Payment Options? 

We support express checkout with ShopPay & Google Pay. Alternatively, you can pay via Visa, Mastercard, Amex or JCB.

Can I change or cancel my order? 

Once an order is placed it can no longer be changed or cancelled.

An item in my order is incorrect or damaged? 

If an item arrives incorrect or damaged, please contact sales@petsupply.co.nz. The incorrect or damaged goods will then need to be returned and a replacement will be sent. The return delivery cost will be covered by Pet Supply.

Can I change the delivery address of my order? 

Once an order is sent through the team will begin to prepare for shipping, so unfortunately it is no longer possible to change the address. The best solution is once you have received tracking information, you can contact the delivery company and request a change in delivery address. 

How do I track my order? 

As soon as your order is shipped, you will receive tracking information.

Can't find a product? 

If you can’t find a product you regularly purchase, please contact us at sales@petsupply.co.nz. We will then do all we can to accommodate your request. 

Shipping & Delivery 

Where do you ship to? 

We ship anywhere within New Zealand excluding Chatham Islands.

Shipping and delivery Timeframes? 

Items are usually shipped within 24-48 hours of being ordered. (There may be slight delays when orders are placed in and around public holidays). After leaving the warehouse Items should be delivered within 5 business days. 

Shipping Costs? 

Our standard shipping rate is $5.99 with additional costs incurred based on weight of product and your location of delivery within New Zealand.

Returns 

Returns Policy?

Unless an item is incorrect or damaged, we do not accept returns. Please make sure before confirming the order that all items are correct. 

How to return an incorrect or damaged item?  

If an item arrives incorrect or damaged, please contact sales@petsupply.co.nz. The incorrect or damaged goods will then need to be returned and a replacement will be sent.

Who pays for the return of an incorrect or damaged item? 

The return delivery cost will be covered by Pet Supply.

Warranties? 

All products sold will come with standard manufacturer warranties.