FAQs - Frequently Asked Questions

Shipping and Delivery

Is everything on your site stocked in your warehouse ?

Yes absolutely, all of the products on our website are carried in our Auckland warehouse available for immediate delivery, unless specifically identified as a delayed item due to issues outside our control.

How long does it take for you to process my order and get it to me ?

We send products once a day in a morning courier run. We aim to dispatch orders the next courier cycle after receiving your order, except weekends and public holidays. Delivery to Auckland and the North Island is usually overnight, with South Island being 2 business days. Rural addresses may take a little longer.

How much does shipping cost ?

We offer FREE shipping on orders over $79.

For Urban orders $79 or under, our delivery is $7.95

For Rural orders $79 or under, our delivery is $14.95

Can I give special instructions for delivery ?

Yes absolutely. In your cart there is a comment box, just give us the details and we'll pass these on to the courier. 

Where do you ship to ?

We deliver anywhere in New Zealand. We do not ship internationally at this time.

Can I collect my order ?

No sorry, we only dispatch our products from our Auckland warehouse. We don't permit collections, but we work with our delivery partners to keep delivery costs low.

How do I know my order has been shipped ?

A confirmation email will be sent to you with a tracker number and this can be monitored for parcel progress.

Can I cancel/ return my order ?

Yes, if you find you do need to cancel or return your order, please contact us within 30 days of receiving your items on sales@everydaypets.co.nz. If you decide to cancel after we have shipped the order, then you will need to return it to us at your expense and we will refund the product in full, less the original delivery fee. Please see our Returns Policy for further details.

Do you deliver to PO Boxes ?

No, we use Couriers for all our deliveries and require a street address.


Can I return my order or part of my order ?

Yes absolutely, if you are not happy with anything you have purchased, please get in touch with us within 30 days. Please read our Returns Policy for full details.

Do I need to return products in the original courier packaging ?

Ideally yes, however if the original packaging has been disposed of then the item/s need to be returned in protective packaging similar to how it was sent. Products need to be returned to us in a resaleable condition with original tags and/or brand labelling still attached. Please read our Returns Policy for full details.

Is the delivery fee refundable on a returned product ?

If we have made an error with your delivery (including the wrong item being delivered, a fault with the product or if the product was damaged in transit) we will absolutely refund the delivery fee. However if you change your mind or order incorrect colours or sizes, then the fee is not refundable. Please read our Returns Policy for full details.

How do I return my product/s ?

Please contact us at sales@everydaypets.co.nz to arrange returns. We will provide you with a postal address to send returns to. 

Account and Payment

Do I need to set up an account to make a purchase ?

No, you can purchase anything on our site as a guest, although by creating an account it is a lot easier for the future as your details will be saved and don't have to be re-entered.

What type of payment do you accept ?

We accept Visa, Mastercard, American Express and Paypal. We also accept Shop Pay, Google Pay and Apple Pay.

Do you accept Prezzy card ?

Yes we do, simply pay through the checkout and enter your Prezzy Card details as per instruction on the Prezzy Card website - www.prezzycard.co.nz

How do I pay ?

Shop Pay, Google Pay, Apple Pay and Pay Pal will be offered as a quick payment option to speed up checkout. If purchasing using a credit card simply follow the process through checkout and enter details accordingly.

    I've moved house, how do I change my account details ?

    Easy, simply sign in to your account and make the necessary changes. You can update your details at anytime.

    I forgot my password, what do I do ?

    Not a problem, just click on the "forgot your password?" link and an email will be sent to the registered address to reset it.


    Do your prices include GST ?

    Yes all prices shown on the site are including GST. 

    Is my private information safe ?

    We recognise the importance of protecting the privacy of our customers who provide their personal information to us. We are committed to handling personal information in accordance with applicable privacy laws. Our Privacy Policy explains how we collect your personal information, what we do with it, and how it is protected. By continuing to use the Website you agree to the terms of the Privacy Policy. Everyday Pets Ltd reserves the right to make changes to this Privacy Policy from time to time. 

    What should I do if my pets toy looks a bit old or damaged ?

    It is our recommendation that you should check all pet toys on a regular basis and dispose of any showing signs of wear. No toy is indestructible and all will degrade with time and use. Pets should be monitored whilst playing and real attention should be paid to the type of toy and what it's intended use is. 

    How do I know what size to purchase ?

    Most manufacturers will offer recommendations around the correct sizing of items  for the right pet, and we pass this information on where applicable. For example, some toys will have a weight limit clearly stipulated. If there is no advice from manufacturers, we may include the size of the item. It is ultimately your responsibility to ensure the correct sizing is purchased. If unsure, we recommend upsizing to the next size.