Delivery & Returns
Shipping & Delivery
As we are based on beautiful Waiheke Island, please allow 3-5 business days for your order to arrive. Of course, due to the possibility of unforeseen circumstances, we appreciate your understanding if your order takes a little longer to be delivered.
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 firstname.lastname@example.org so we can track it down for you.
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)
Waiheke customers are welcome to collect their order from WISCA (former Waiheke SPCA) If you wish to take advantage of our Click and Collect service, please select this option at checkout. WISCA kindly offers this service in exchange for a $1 donation to their wonderful charity, payable at checkout.
If you have placed your order before 9pm, it will be available for you to pick up from the Waiheke SPCA the following business day. If you placed your order after 9pm, it will be available to pick up in two business days. Please note the collection time is between 10am-12 midday Monday to Friday, you will be unable to collect your order outside of this time.
85 Ocean Road, Surfdale
If you wish to return an item, please first write to us at email@example.com 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, unfortunately we can’t 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.
To return your product, please mail it to:
Pet Connect NZ
2 Junction Road
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 firstname.lastname@example.org 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 email@example.com
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 firstname.lastname@example.org if you have any questions.