FAQ

WHAT ARE YOUR GREEN FREIGHT PRINCIPLES?
10% of global emissions come from the freight industry, that’s why we’re committed to our green freight principles. We now ship from both the North and South Islands, so in most cases, your order is not having to travel inter-island.

We re-use and recycle packaging materials. It might not always look pretty, but at least it is better for the environment. We use a combination of recyclable and used packaging materials wherever possible, including air filled cushion bags and recycled materials from the inwards goods department.

 

WHAT IF A PRODUCT IS OUT OF STOCK?
We will take all practicable steps to only display products which are in stock. In the event this does not occur, we will make contact with you directly to make suitable arrangements for either a refund or replacement product.

 

CAN I CANCEL OR CHANGE MY ORDER?
Once an order has been placed it cannot be cancelled or changed, however we do have a refund & returns policy in our terms and conditions.

 

WHAT PAYMENT METHODS DO YOU ACCEPT?
Credit/Debit card and Account to Account transactions. No order is dispatched without payment at time of checkout. All prices displayed and amounts charged are in NZD.

 

CAN I PLACE AN ORDER OVER THE PHONE?
We only accept orders via the online shopping cart.

 

HOW CAN I CONTACT YOU?
You can contact us via email: askus@onlinevetstore.co.nz
Depending on availability, we endeavour to reply to all correspondence within one hour during our business hours of 9:00am to 4:30pm Monday to Friday.
Alternatively you can call us on 0800VET STORE (0800 838 786) during business hours.

 

DO YOU HAVE A REWARDS PROGRAMME?
YES - there are a number of brands who offer a Buy 10 get 1 FREE loyalty programme via our Auto Re-Order option, on purchases after 1/12/18. 

If you have OVS Points owing to you from our previous rewards programme, you will be sent an email with a coupon code to redeem your points. If you have not received this coupon code prior to May 4th 2018, please contact our customer service team on: askus@onlinevetstore.co.nz quoting your order numbers relating to your points redemption.