FAQ

How does free shipping work?

We offer free shipping on all orders over $49.

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

You can upgrade your shipping from Standard to Signature Required for $3.

When can I expect my delivery?

You can expect to receive your order in 3-5 business days from when you ordered.

Please note: Because we ship from Waiheke Island (Auckland), in the odd case of extreme weather or unavoidable interferences, delivery times may be extended.

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 home grown 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 login 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. 

How do I set a Recurring Order?

Recurring orders (aka Subscriptions) can be set for certain products. You can set the frequency of delivery to the weekly or monthly recurrence of your choice, and this is done in the Product Page when you select the number and variety you would like. 

To adjust or cancel your subscription, Loginto your account and then go to You need to log into your account on our website first, and then go to: https://www.petconnect.nz/account/login?manage-subscriptions. This is where you’ll be able to view your existing subscriptions and alter them. Recurring orders cannot be used in conjunction with the Laybuy option, sorry.

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