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Delivery

We deliver nationwide throughout New Zealand including rural addresses, using 3rd Party courier services (usually NZ Post/ Courier Post). We ship orders on Monday-Friday using an express overnight service (North Island only). South Island orders are delivered using a 2-3 day Service.

Please allow 2-3 business days for orders in the South Island or Rural addresses. There is a small additional cost for rural addresses that will be added at checkout.

Once items have left the warehouse we are no longer liable for the delivery success of these orders. We are unable to control the delivery and delays once they have been accepted into NZ Post’s system.

You will be provided with tracking details for your order. The fastest way to get updates, make changes or resolve issues with your order will be to contact Courier Post directly on 0800 268743 and quote your tracking reference.

If no one is home at the address the Courier will leave your item in a safe place. If you cannot find your item, please check around your property and with neighbours, or contact Courier Post. Please see courier post service details for more details https://support.courierpost.co.nz/

If you need our help or would like to discuss any issues with your delivery, please contact us and we would be delighted to help you.

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
You are entitled to a refund, replacement or Feed My Furbaby credit if a product:

  • Is faulty or of unacceptable quality,
  • Does not match the description or sample,
  • Is unfit for the intended purpose,
  • Is not delivered in a reasonable time frame.

No refund for repeat subscription orders if you change your mind. You will receive an email notification 3 days prior to your subscription order being processed, to remind you of your upcoming order and give you time to make changes, pause or cancel your orders before they process. Once an order is processed it is not possible to be cancelled or refunded. However, we don’t want you feeling caught out by a repeat order so please contact us to see if there is anything we can do to help. We’re a very accommodating bunch.

As most of our products are food items we are generally not able to resell returned items so we may request that you donate any unused products to an animal shelter rather than returning to us. In some cases you may be asked to provide photographic evidence rather than returning and this may form part of the refund and returns process.

To start a return, you can contact us at [email protected] If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [email protected]

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refund Processing

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Refunds are processed the same day as they are approved. You will receive a digital receipt from us as soon as your refund is processed - please allow Please remember it can take up to 10 working days for our payment portal, and/ or your bank or credit card company to process and clear the funds in your account. If you have not received your funds within 10 working days, please contact our support.

Contacting Us

If there are any questions regarding this privacy policy, you may contact us using the information below:

https://feedmyfurbaby.co.nz/

PO Box 11133 Ellerslie,

Auckland 1542,

New Zealand

[email protected]