Frequently asked questions
How long does delivery take?
We dispatch within 1 working day, and orders arrive in 1 to 4 working days anywhere in New Zealand. We do not process or ship on weekends or public holidays. Busy periods can add a few days, and we will contact you if there is a significant delay. Full details are on our Shipping policy.
How much does delivery cost?
Delivery is free on retail orders over $79. For smaller orders, the delivery charge is calculated and shown at checkout before you pay.
Can I track my order?
Yes. Once your order ships we email you a shipment confirmation with a tracking number. The tracking number becomes active within 24 hours.
Can you deliver outside New Zealand?
We deliver to New Zealand addresses only, including PO Boxes.
Can I pick up my order?
Click and collect: choose pick-up at checkout ($6.90) and collect from our Auckland warehouse in East Tamaki. We'll email you when your order is ready.
What payment methods do you accept?
Credit and debit card, Afterpay, and bank transfer. Card and Afterpay payments are processed securely through Stripe, so we do not store your card details.
Do your prices include GST?
Yes. All prices are in New Zealand dollars and include GST.
How do returns work?
You can return most items within 30 days of receiving them if they are unopened, unused and resaleable. Food and treats can only be returned if unopened. Email [email protected] first with your order number, and we will give you the return address. Your rights under the Consumer Guarantees Act always apply on top of this. Read the full Returns and refunds policy.
My order arrived damaged or wrong. What do I do?
Tell us within 7 days if you can, with photos of the item and packaging, and keep the packaging. We will repair, replace or refund as the law provides, and we pay return freight for faulty or damaged items and our mistakes. Reporting later does not take away your legal rights. See Returns and refunds.
Do you offer trade accounts?
Yes, trade accounts are welcome. Trade prices apply when you are signed in to a trade account. Apply through our contact page.
I have a question about a product. Who can I ask?
Email [email protected] or call 09 589 1161 or 0800 436 449. Please include the product name so we can answer quickly.
When can I contact you?
Phone and chat are open 9am to 9pm. You can also email [email protected] at any time. We are at 110 Carlton Gore Road, Newmarket, Auckland 1023.
What if an item is out of stock?
Email or phone us and we will tell you whether and when we expect more, if we know.
Who is PetPro?
PetPro Limited, part of MML Consumer Products Limited, a New Zealand-owned business selling pet supplies in New Zealand.