IMPORTANT INFORMATION

Once your order is placed, it is sent to the warehouse to dispatch, in most cases the same day. If you have made an error in your order, or incorrectly entered your address, and your order can be stopped from being scanned into the courier network we will do this if possible. However once it has left our warehouse, it is your responsibility to communicate with the courier company via the track and trace details provided, or to return the order to us if you do not want to receive it.

It is the purchaser's responsibility to ensure the address details for delivery are correct when the order is placed. Freight or additional charges may be applied if the order needs to be redirected or delivered to an alternative address. In some cases an undelivered order may be returned to us by the courier company if the receiver has not responded to requests for further information, in which case we may cancel and refund the original purchase or charge a delivery fee if it is required to be sent to another address different to the original order.

Shipping & Delivery

Once your order leaves our warehouse and is scanned into the New Zealand Couriers network you will be sent track and trace details via email. Transit delays at busy times of year should be expected.

You can use these track and trace details to keep an eye on your order, and when it will be delivered.

All of our parcels have authority to leave on them and will be left unless the Courier feels that it is unsafe to do so. If you do not want your parcel left or you have specific delivery instructions your would like included please let us know when placing your order.

If you are concerned about its delivery, please contact New Zealand Couriers directly via the Query Delivery button on your track and trace details.

When will my order be delivered?

PLEASE NOTE: if you have run out of cat or dog food, we cannot guarantee to deliver by next dinner time. We do not offer a same day or next day service.

Once your order leaves the warehouse, it may be up to 5 days before it is delivered by the courier, especially if rural delivery. If you need to query your delivery once you have the track and trace details, please follow the information on the New Zealand Couriers website.

If you do not have your track and trace information yet, please contact the customer service team vial email: askus@onlinevetstore.co.nz

In some cases, we may need to order stock and this may add a few more days to the expected delivery timeframe. If this happens, we will send you an email to notify you of this delay.

If you order contains multiple items, you may receive multiple deliveries to complete your order.

New Zealand Couriers information

Deliveries are made Monday to Friday (business days only).

Online Vet Store does not dispatch, and New Zealand Couriers does not deliver on weekend or public holidays.

* We do not offer a same day or next day service. Unfortunately delivery timeframes can not be guaranteed due to uncontrollable transit interruptions.

* If your delivery address is rural, the last scan event will be handing over to your rural contract delivery driver. Unfortunately once it is in their hands, there will be no further scan events in your track and trace details, they will deliver it as per your rural delivery schedule.

What do you charge for delivery?

It is the purchaser's responsibility to ensure the address details for delivery are correct when the order is placed. Freight or additional charges may be applied if the order needs to be redirected or delivered to an alternative address. In some cases an undelivered order may be returned to us by the courier company if the receiver has not responded to requests for further information, in which case we may cancel and refund the original purchase or charge a delivery fee if it is required to be sent to another address different to the original order.

Charges are as stated at the time of proceeding to checkout with your shopping cart, ie: $9.90 on orders under $39 or, no delivery charge on orders over $39.00. However, there may be additional charges applied after checkout depending on the products ordered and your location. If this is the case, we will contact your prior to dispatch for confirmation.

You may incur additional delivery charges if;

1. Your address includes Authority to Leave with NZ Post Agent (or any other delivery "Agent"). These charges are at the discretion of your "Agent" and are the purchasers responsibility. Online Vet Store is not responsible for these additional charges upon collection.

2. Delivery is to Great Barrier Island (see below)

3. Delivery is to Waiheke Island (see below)

Where do you deliver to?

We deliver to physical addresses within the North and South Island. Please see additional information regarding possible extra charges relating to Agents, Great Barrier Island and Waiheke addresses.

We are unable to send your orders to a PO box or private bag - a physical address must be supplied.

Waiheke Island
Depending on the products ordered and your address on the Island, there may be additional charges applied after checkout. If this is the case, we will contact you prior to dispatch for confirmation.

Great Barrier Island
We ONLY deliver to: (Purchaser Name) c/o Barrier Air, Domestic Terminal, Auckland Airport, Ray Emery Drive, Manuka 2022. This is where our responsibility for the order ends. It is then the purchaser's responsibility to arrange with Barrier Air directly. The purchaser will be required to have an account with Barrier Air as a surcharge is applicable. Barrier Air and the purchaser communicate directly and arrange for delivery/collection.

Free delivery on orders over $39*

Trusted set and forget auto re-ordering

10+1 free or 10% OFF loyalty programme*

Our Shipping Info

Once your order leaves our warehouse and is scanned into the New Zealand Couriers network you will be sent track and trace details via email. You can use these track and trace details to keep an eye on your order, and when it will be delivered.

Payment Options

Payment is required when you place your order, you can checkout with your credit card, via online banking or in instalments with Afterpay or ZIP. Note: Your order confirmation is your tax invoice, as we endeavour to become more environmentally friendly, we no longer print and include copies of tax invoices with orders

Our Loyalty Programme

Qualifying purchases made on auto re-order qualify for our loyalty programme. Almost all our premium vet diets, and vet recommended flea and worm treatments are included in the loyalty programme.