We offer standard delivery on all items which can vary slightly depending on the size of your item. Items will be delivered by NZ Post within 1-5 days. All orders over $100 qualify for free delivery, excluding Bolga Beds and filled beds.

CHRISTMAS/NEW YEAR DELIVERY 2020

Please note there may be a delay in receiving your purchase over the New Year period. Please contact us on hello@petsofponsonby.co.nz if your order is urgent.


INTERNATIONAL DELIVERY

We ship internationally via DHL Express to the following countries:

Australia: $30NZD flat rate

Singapore: $40NZD flat rate

Hong Kong: $40NZD flat rate

Please note, any customs and import fees charged on delivery are the responsibility of the buyer.


CLICK & COLLECT

Need your order in a hurry? We do click & collect on weekdays from our central Auckland office! Simply select ‘Click & Collect’ as your shipping option in the checkout, then contact us to let us know when you’d like to pop in. We will make sure to have your goodies ready.


TRACKING

To check the status of your order, copy the tracking number into the NZ Post tracking tool on their website, or follow the link sent to you in your tracking confirmation email.


RETURNS POLICY

To be eligible to return, your item must be returned to us within 14 days from the date of purchase. Your product(s) must be in unused condition and remain new with tags and in original packaging. We recommend returning all parcels via a traceable method to ensure they arrive within the timeframe and your preferred outcome can be actioned.

Please note Pets of Ponsonby does not take responsibility for any items lost in the process of returning them to us. We recommend you choose a traceable method of return.

Full priced purchases: We are happy to refund or issue a Pets of Ponsonby Credit on any full-priced item purchased online. If you have any questions regarding your return, feel free to contact us.

Sale purchases: Sale stock can be returned for Pets of Ponsonby credit only.

In the case of faulty goods, we can either send out a brand new item as a replacement or offer a full refund. We try our best to ensure all our products are of the highest quality, but on the rare occasion that something does go wrong we’ll do all we can to rectify the problem.

When you return your damaged items, use the enclosed returns form and once we receive them back we will examine the returned goods and process the refund or exchange. In the case of faulty or defective items, we will accept returns within 30 days of delivery. 

If the product returned is not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Pets of Ponsonby offers free shipping (on orders over $100) with the understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund, Pets of Ponsonby will retain any original shipment costs incurred. Return shipping costs are to be covered by the customer. All refunds will be processed using the same method of payment used to place the order.

Please below for details on how to return your order to us.

  • Pack the product in its original packaging
  • Pack the product to avoid damage during transit.
  • Include a copy of our completed returns form, and send back to the address outlined at the bottom of the form.

Please note: we will refund the cost of the item/s returned once received by us. A refund of the original delivery charge and charge for returning will only be given in the case of incorrect, damaged or faulty goods once all items are received by us.


RETURNS PROCEDURE

How long do I have to exchange items? We accept returns and exchanges within 14 days of the delivery of your items. In the event of a faulty or damaged item we accept returns within 60 days of the delivery of your items.

Where should I return my order? Please get in touch with us prior to returning your order and we will provide you with a shipping address.

Do you offer free returns? Unfortunately, we do not refund the cost of postage unless the product is faulty.

How long does it take to process my returns? We will do our best to process returns as soon as possible, it can take up to 15 days when we are very busy.

Do I have to pay the postage to exchange? Like all returns, we do not cover the cost of postage unless the item is faulty or damaged.

I would like to speak to someone in person, how can I do that?  No problem! You can contact us on hello@petsofponsonby.co.nz