Shipping & Returns Policy

1. Order Processing

• Orders are generally processed and dispatched within 24 to 72 business hours of receipt.
• During high-volume periods or promotional campaigns, processing times may extend slightly — we will notify you of any delays where possible.
• Orders received after 1:00 PM on Fridays or during public holidays will begin processing on the next business day.

2. Shipping Timeframes

• Shipping timeframes typically range between 1–7 working days, depending on the destination and courier network.
• Delivery times are estimates only. While we partner with reliable couriers, The Pet Brands Company is not liable for delays once orders have been dispatched.
• If delivery is delayed beyond 10 business days, please contact our team so we can investigate with the courier.

3. Delivery Conditions

• Deliveries are made during business hours (Monday–Friday). Please ensure someone is available to receive the goods, or provide authority to leave.
• Incorrect delivery details may result in additional delays or redirection fees.
• We do not ship to PO Boxes unless otherwise agreed.

4. Shipping Costs

• Freight costs will be calculated and confirmed at checkout or time of invoicing.
• For trade accounts, shipping charges may be included on the invoice unless otherwise stated.
• Free shipping thresholds (if any) will be advertised and clearly marked.

5. Damaged or Missing Goods

• If your order arrives damaged, is short-supplied, or is otherwise incomplete, please notify us in writing within 5 working days of receipt.
• Claims must include your invoice number and supporting delivery documentation signed at time of delivery.
• Claims made outside this timeframe may not be accepted.

6. Returns Policy

• Returns will only be accepted with prior written authorisation from The Pet Brands Company.
• Products must be returned in their original, unopened, and saleable condition.
• A restocking fee may apply to non-faulty or change-of-mind returns.
• We do not accept returns for:
  • Perishable goods
  • Custom or special-order items
  • Products damaged due to misuse or mishandling

7. Return Freight

• The customer is responsible for return shipping costs unless the item is confirmed as defective or sent in error.
• In cases where The Pet Brands Company has made an error, we will cover reasonable freight costs for return or exchange.

8. Refunds or Credit Notes

• Approved returns will be processed as a credit note to your account or refunded via the original payment method.
• Refunds or credits may take up to 5–10 working days to appear, depending on banking and processing times.

9. Contact Us

If you have any questions or concerns regarding shipping or returns, please contact our team:

📧 Email: sales@tpbc.co.nz
📞 Phone: 0800 538 738