We're working really hard to get every single order out the door as soon as we can. This is our priority #1. As a result, we may not contact you, answer the phone, or reply to your query as quickly as you have come to expect from us.

You will automatically receive the following interactions:

Guest/one time checkout orders:

• When you place your order, you will receive your order confirmation via email.
• When your order leaves the warehouse and is scanned onboard the New Zealand Courier network, you will receive your track and trace information via email.
• If there is a problem with your order between times, we will contact you as soon as we can to discuss the options

Auto re-orders:

• You will be sent a reminder your order is about to process 3 days prior.
• When your order processes, you will be sent a confirmation via email.
• When your order leaves the warehouse and is scanned onboard the New Zealand Courier network, you will receive your track and trace information via email.
• If there is a problem with your order between times, we will contact you to discuss the options.

In the current climate next day delivery cannot be guaranteed, however in some regions delivery within 48 hours is still the case.

Unfortunately as Covid 19 spreads and pressure is put on supply and logistics chains due to isolation requirements, dispatch timeframes will extend further, as will transit timeframes. If this is the case, orders may take up to 10 days to be delivered, with possible further delays in some regions as case numbers rise.

Please be patient, we are doing everything we can, as are NZ Couriers to get your order delivered.

All our deliveries are made by NZ Couriers. They are working really hard to ensure essential services deliveries continue, however, due to an increase in demand, and also isolation requirements they are experiencing delays throughout their networks.

Please be patient, and most importantly order your essential food items well before your last scoop or before you open your last pouch.

See Shipping & Delivery for more information.

With more businesses offering online purchase and delivery, this has increased demand across the courier network nationwide, delays should be expected.

Unfortunately, these delays are outside of our control. We will not be able to "fast track" any orders. You will be sent NZ Couriers Track and Trace information when your order is scanned into the courier network, and will be able to keep an eye on it's movement towards your front door for contact-less delivery.

Auto re-orders will still process as usual. However, we do advise you check your delivery address is correct as many are set up to deliver to work places.

We also recommend you assess your due date to dispatch as delivery may, at a minimum, take a week in the current situation. If you do not have enough in reserve for at least a week (minimum), please contact us to alter your processing date. Email: askus@onlinevetstore.co.nz

Due to recent Covid-19, and challenges at the ports, we do expect some products may be temporarily out of stock before the top up arrives in the warehouses. If this is the case and a product in your order is effected, we will contact you to talk through the options.

Our customer service team is available Monday to Friday 8.00am - 4.30pm.

Currently, the best way to contact the team is via email: askus@onlinevetstore.co.nz