This policy is to be read in conjunction with our Terms and Conditions. You can access our Terms and Conditions by clicking here. If there is a conflict between this policy and the Terms and Conditions, the Terms and Conditions will prevail.

1. Estimated Delivery Times

NZ Urban Deliveries: For orders placed by 12:00pm on a business day we expect to complete delivery to urban addresses within 2 business days from the date that your order is placed with us, but please be aware that this can vary from 2 – 5 business days.

NZ Rural Deliveries (Based on the delivery address supplied at Check Out): For orders placed by 12:00pm on a business day we expect to complete delivery to rural addresses within 3 business days from the date that your order is placed with us, but please be aware that this can vary from 3 – 6 business days.

Saturday Deliveries: Saturday delivery is not available.

Orders are only dispatched on normal business days and not on weekends or public holidays. Deliveries are made on normal business days but not on Saturday, Sunday or public holidays.

2. Confirmation of Dispatch of Orders

Once your order has been dispatched you will receive an email confirmation including a tracking number that you can use to follow your parcel’s journey.

If you have not received your order within 7 business days from the date of your order please let us know by email ( including your name, specified delivery address, tracking number and order number.

3. Out of Stock Items

If an item you have ordered is out of stock or unavailable, we will inform you of this via email and suggest suitable alternative products for you to select.

4. Delivery Charges

Our focus is on providing you a professional service with carefully selected products at the most affordable price, so therefore we have separate delivery costs. The price of delivery only covers part of what we pay to ship your order. Our website is designed to make delivery costs as transparent as possible. You can verify the delivery cost in the checkout, before placing your order.

5. Order Security

We have included Signature Required in our delivery price for added security for your order. That way, if you are not available to receive your parcel, the Courier will leave a calling card and you can arrange for safe re-delivery. You may wish to waive signing for receipt of your parcel if that is cumbersome for you – just add a note at Check Out for the courier driver with instructions of where you would like your parcel left.

6. Exceptions

We only deliver to physical addresses in the North and South Islands of New Zealand. We do not deliver to Post Office Boxes, Private Bag addresses or addresses on Waiheke, Chatham, Stewart & Great Barrier Islands.

7. Free Client Collection of Orders (‘Click & Collect’)

Clients are welcome to place orders via our website,,  and collect their order from our clinic, The Pet Doctors, 946 East Coast Road, Northcross, Auckland, 0630 free of any delivery charges. Once your order has arrived at our clinic you will receive an email confirmation to let you know it is ready for collection.

Please bring a printed copy of your email confirmation and a valid form of government issued identification as proof of identity when collecting your order.

All orders must be collected within 10 business days of the email confirmation being sent to you, unless otherwise specifically accepted by us in writing.

We reserve the right to dispose of or resell any order not collected within 10 business days at our sole discretion, with no recourse or refund to you.

8. Damaged Orders

If your order is damaged during transit, please contact Castle Parcels Customer Service Centre on 0800 404 303 or within 10 days after delivery. You will be asked to provide details of your claim including:

  • Tracking number or Pace job booking number.
  • The time, date and place of the courier pick-up/lodgement.
  • Sender and addressee details.

Get In Touch

For friendly advice and professional pet health care, please use this form or view our contact details.

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