Shipping Rates, Delivery & Returns
How much will it cost to ship my item with in New Zealand?
We offer FREE delivery for all Peticare Remedies orders over $85. Otherwise, our standard delivery charge is ($5.50 to the North Island and the South Island) per order to anywhere in New Zealand for orders under $85. This policy doesn’t apply on Peticare branded products.
Can I get Urgent/ Saturday delivery?
This option is not available in all delivery areas. Please contact us if you want this service.
Do you ship overseas?
Sorry, we are unable to send overseas at present but we’re working on a solution. Follow us on Facebook and we’ll keep you informed.
Can I get track and trace?
All orders are sent with ‘Track & Trace’. We’ll send you a dispatch email with your tracking number at the time your order is sent. Using your unique tracking number, you will be able to easily see where your parcel is in the delivery process through easy to read graphics. Your order will be scanned at key checkpoints in the delivery network to enable you to have visibility on its whereabouts.
Will I need to sign for my parcel?
Yes, someone will need to be at the delivery address to sign for the parcel. Please ensure you inspect the parcel for damages and then sign for the correct number of parcels. If your parcel is damaged, please sign as “damaged”.
What happens if I am not home when the courier calls?
The courier will leave a card with their contact details. You will need to ring the courier company to arrange a convenient date for re-delivery of your parcel. Alternatively you can arrange with the courier company to collect your parcel from the courier’s depot.
Can my order to be shipped to a business address?
Yes. Your address field MUST contain the name of the business so the courier can easily identify it.
Can my order be shipped RD address?
Yes, there is an extra fee of $6.99 calculated based on the items for RD addresses. Please note that Rural addresses take an extra 2 – 3 working days extra for delivery.
Can my order be shipped to a PO Box?
Unfortunately no, as most of our products are too large for PO Boxes.
Can I collect my order?
Yes. Please select this option at the checkout. We will email you as soon as your order is ready for collection.
How long will it take to receive my order?
We understand you want your order as soon as possible! Our “target” delivery times are:
- North Island: 1-2 days (same day delivery is possible in the Auckland region)
- Rural North Island: 1-3 days
- South Island: 2-3 days
- Rural South Island 3-5 days
Please remember during peak times, ie. Especially around public holidays we may not be able to meet this target.
I’ve received a faulty product. What should I do?
We’re committed to selling high-quality products. We acknowledge that sometimes a product may have a fault. Please phone our customer service helpline and explain the fault as we may be able to offer assistance. If we cannot easily resolve the problem then we will provide instructions for return of the item back to us.
I’ve changed my mind about a product. Can I exchange it?
Yes. We will accept a return if it has a valid receipt and is brand new and unused in its original packaging with all operating instructions and manuals. You can send it back to us for exchange (or credit to your customer account) within 30 days of purchase. You are responsible for the freight cost.
I’ve received a damaged product. What should I do?
If the courier company try to deliver a parcel that appear to be damaged, please sign stating that the parcel you have recieved is damaged in transit and contact us immediately. We will arrange to have the damaged item returned to us and either repaired or replaced at the courier election. Damaged goods must be returned to the relevant store in the condition received by you with all original packaging.
Returns policy
We are happy to return or exchange any product*† returned within 7 days of purchase, as long as it is returned in its original state, unused and in original packaging. Please note that proof of purchase is required. Please note any purchases made in our outlet store are subject to a specific returns policy; see outlet returns policy below†
All items must be sent directly to us – we will provide you with the physical address of our store, if returns are approved.
Returns freight cost are customer’s expense.
Returns and/or exchanges for products ordered or change of mind returns will be at the cost of the customer. This includes courier/postage fees for return products and courier/postage fees for parts sent from us as an exchange (this condition does not apply to faulty products). Please note that we do not offer refunds.
Shipping Charges
Our shipping charges are subsidized, If you have changed your mind about a purchase, we have the right to:
– Deduct Credit card fees and administration fees (if any)
– Packaging Fee, this fee is paid to the courier to accept large items . Those fees will not be refunded / credited if the item is shipped.
– Courier charges, we will return the full cost of the freight (true cost). This also applies to orders over the value of $100 where shipping has been fully subsidized.
Please note we do not exchange or accept products purchased on special or that are end of line, so we ask that you choose carefully.
The cost of shipping the product back to us will be at your cost
