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FAQS

How does free shipping NZ wide work?

We offer free shipping on all orders over $39. Yas!

Your courier will leave your parcel somewhere safe on your property if you are not home. When completing your order you can leave a comment at the cart to let the courier know where would suit you best.

Alternatively you can upgrade your shipping from Standard to Signature Required for only $2. This means the courier will not leave your parcel and you must be home to recieve it or else they'll leave you a card to call them to rearange delivery. 

When can I expect my delivery?

Orders placed before 3pm Monday to Friday leaves the island the same day! You can expect to receive your order in 1 - 3 business days from when you ordered.

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 3pm Monday to Friday and are based in Auckland or the North Island delivery is 1 - 2 working days. South Island and some Rural Addresses 2 - 3 working days. 

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

I live on Waiheke, what's my shipping options? 

First of all, yay! We're located here too. We have two options for your orders. 

Free Delivery - All Waiheke orders are hand delivered by the team here at Pet Connect and for free, no matter where you live on the island or what you buy. Waiheke orders placed Mon - Fri before 2pm will be delivered same day.

Click & Collect - 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 9.30am Mon- Fri, it will be available for you to pick up from the Waiheke SPCA that day. If you placed your order after 9.30am, it will be available to pick up the following business day. 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 due to their volunteer roster.

What is the return policy and how do I make a return?

If for any reason you are not 100% satisfied with your purchase, we will gladly accept returns within 30 days of your order being placed.

The product needs to be in the original condition you received it (e.g. unopened and unused). You will need to send the goods back to Pet Connect in order to process a refund.

Please note: We cannot refund food or treats that have been opened. Make sure to check the sizing guide before ordering collars and clothing. If you’d like to make a return, please contact us.

How can I check the status of my order?

You will be sent an email with a tracking code once your order has been shipped. You can check this at anytime to check the status of your order.

If you have any questions regarding your order, please contact us.

How can I get Pet Connect to stock my unique New Zealand Brand?

We are always on the hunt for homegrown talent. Send us a message detailing your brand and the great pet products you provide.

How can I get Pet Connect to support my charity?

If you are a registered charity and are interested in learning more about Pet Connect's charity programme, please contact us.

How do I get Pet Connect to stock my favourite brand?

Love shopping with Pet Connect but can’t see your favourite product here? Send us a message to let us know what we’re missing.

Do I need to make an account to make an online purchase?

You do not need an account to checkout. However, if you do register an account with Pet Connect then you’ll be instantly rewarded with every order.

How do I update my account information?

If you don't have an account with us and want to update your address, phone or email details with Pet Connect, send us a message and we’ll update it for you.

If you do have an account, you can log in and update the information yourself.

I’ve forgotten my password...

Not a problem! On the login page click, ‘I forgot my password’ and you’ll be emailed a link to reset your password.

What payment types are accepted?

***We accept all major credit and debit cards, Paypal and Internet Banking (via Paypal).

Is my information secure when shopping with Pet Connect?

Yes, absolutely. Our website is PCI compliant and hosted on very secure Shopify servers. You have nothing to worry about! Read up on our privacy policy here.

Can I use more than one coupon code?

No, sorry!

At this stage our online store only allows one coupon code to be entered per order.

Can I use Loyalty Points towards my recurring order?

No sorry Loyalty Points can only be used towards full prices items or it can be used towards our chosen charities.