Delivery & Returns

Shipping & Delivery

Free Shipping on Orders Over $79
Place a non-bulky order over $79, and we'll ship it to you for free anywhere in New Zealand, including rural areas! If you'd like to add a signature to your delivery, you can do so for an additional $2.

Flat Rate Shipping for Orders Under $79

• Orders under $79: $5.90
• Orders under $79 with Signature: $7.90

Bulky Orders
Bulky orders are those that weigh 4kg or more or cannot fit in a courier satchel. Please note:

• Free Shipping applies only to non-bulky orders over $79.
• Bulky Orders (4kg+ or oversized) incur additional shipping cost at the rate per region listed below.

If you order before 12pm 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 12pm 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 12pm 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 info@petconnect.nz. 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:

9am - 5pm Mon - Fri

10am - 4pm Sat - Sun  

Returns

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

Please note that for returned items, we may offer an exchange, gift 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

Oneroa

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 info@petconnect.nz 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 exchange, gift 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 info@petconnect.nz

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.

Laybuy

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 info@petconnect.nz if you have any questions.