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Delivery & Returns

Shipping & Delivery

Place a non bulky order over $79 and we'll send it to you for free! Anywhere in NZ, including rural. If you'd like to add a signature to your order you can add this on for $2.
Orders under $78.99 incur a flat rate shipping cost of $5.90. If you would like to add a signature to your shipping the flat rate shipping cost will be $7.90
Bulky is considered orders 20kg and over. 

Free shipping applies to orders over $79 that are not bulky (20kg or more).

Shipping costs will apply to bulky orders that weigh 20kg or more & orders under $79.


Waiheke Island

All orders free delivery - woo!


Auckland, Waikato & Northland

Under $79: $5.90

Over $79: Free

- No bulky freight costs apply.


North Island (excluding above)

Under $79: $5.90

Over $79: Free (19kg and under)

20kg+: $10


South Island

Under $79: $5.90

Over $79: Free (19kg and under)

20kg+: $25


+$2 to all prices above to add signature

Waiheke orders are hand delivered by the team here at Pet Connect and for free. Waiheke orders placed Mon - Fri before 10am will be delivered same day.

If you order before 1pm Monday to Friday your order will be dispatched the same day. We are based on beautiful Waiheke Island, although it's not often our NZ wide customers know this as our delivery times are so fast! If you place your order before 1pm Monday to Friday and are based in Auckland or the North Island delivery is overnight to two working days. South Island or Rural Addresses overnight to three working days. If your order is small and can fit in a satchel and placed before 1pm it will likely reach you overnight on the next working day.

Extreme weather events can disrupt the ferries or couriers service and we appreciate your understanding if your order takes a little longer to be delivered due to Mother Nature.

Deliveries can take longer in peak periods such as Christmas time. If you are concerned about the timeliness of your delivery, please feel free to email us at We watch our deliveries like a hawk until they land safely in your pet's paws, however if you're concerned about the whereabouts of your package please contact us and we'll track it down.

Please note we are currently unable to deliver outside New Zealand. We are also unable to deliver to PO boxes.

Click and Collect (Waiheke customers)

If you have placed your order before 10am Mon- Fri, it will be available for you to pick up from our retail premise. If you placed your order after 10am it will be available to pick up the following business day. This is due to a portion of our stock being stored at another premise. Please provide your contact number and we make contact when your order is ready to collect.

 Open hours:

10am - 4pm Mon - Sun.  


If you wish to return an item, please first write to us at and let us know how we can help!

Please note that for returned items, we may offer an exchangegift card credit, or refund at our discretion.

Our returns policy lasts for 30 days. If 30 days have gone by since your purchase we, unfortunately, cannot offer you an exchange, gift card credit or refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food cannot be returned, and gift cards cannot be returned.

To complete your return, we require a receipt or proof of purchase.

Please do not return your purchase to the manufacturer.


Return Shipping

To return your product, please mail it to:

Pet Connect NZ

2 Junction Road


Auckland 1081

Please note that you may be responsible for paying for your own shipping costs for returning your item, depending on the circumstances. For the return of a faulty or broken item, we will cover the shipping costs. For change of mind or incorrect size, you will need to cover the cost of returning the item to us.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.

We cannot guarantee that we will receive your returned item, due to the nature of courier deliveries.


Exchanges (if approved)

If you wish to exchange an item, please first write to us at and let us know how we can help.

We only replace items if they are defective or damaged. 


Refunds / Store Credits

Please note that for returned items, we may offer an exchangegift card credit, or refund at our discretion. A refund cannot be guaranteed in all cases.

Once your return is received, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your store credit or refund.

For gift card credits, once approved a gift card will be applied to your Pet Connect account in a timely manner.

Refunds, once approved, will be processed in a timely manner, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, please first:

  • check your bank account again.
  • contact your credit card company, it may take some time before your refund is officially posted.
  • contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at


Sale Items (if applicable)

Only regular priced items may be credited or refunded. Unfortunately sale items cannot be refunded.


Partial Store Credits / Refunds

There are certain situations where only partial gift card credits or refunds may be granted (if applicable):

- Any item not in its original condition is damaged or missing parts for reasons not due to our error.

- Any item that is returned more than 30 days after delivery.



Purchases via Laybuy (6 x weekly payment instalments) may be considered for exchange, gift card credit or refund. However, as these instalments are made directly to Laybuy, please note that a refund will not affect your weekly payments - these will still need to made directly to Laybuy. Please contact us on if you have any questions.