COVID-19 UPDATE

We are an ESSENTIAL SERVICE and are here for you and your pet.

ALERT LEVEL 2 UPDATE

COVID-19 UPDATE

We are an ESSENTIAL SERVICE and are here for you and your pet.

WHAT YOU NEED TO KNOW:

 

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We are doing our best to get every single order out the door in time for din dins. 🐶🐱

It is our mission to continue to offer you the awesome service you have become accustomed to.

 

When will you contact me?

 

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 become 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.

Will my food be in stock?

 

Due to recent panic purchasing throughout New Zealand, we do expect some products may be temporarily out of stock before the top up stock 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.

Will there be delivery delays?

 

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 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.

Once your order is dispatched and it is scanned into the New Zealand Couriers network, delivery may be 1-5 business days.

See SHIPPING & DELIVERY for more information

With the move to Alert Level 2 and more businesses trading, offering online purchase and delivery, this has increased demand across the courier network and delays should be expected.

Unfortunately, these delays are outside our control, we will not be able “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.

 

Our customer service team is still available!

 

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

I have an auto re-order, will it still dispatch?

 

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

Please be safe, be well and be kind.

 

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