FAQ

How long does delivery take?

Delivery time depends on the item, and each product page shows its own estimate.

• In stock in Auckland (for example, our pet costumes): posted within 1–3 business days and usually delivered 2–4 business days after you order.
• Sent from our supplier (for example, our dog nail grinder): usually delivered within 7–15 business days.

Rural addresses can take 2–3 extra business days. See our shipping policy for details.

Do you ship outside New Zealand?

Not at the moment. We currently ship within New Zealand only, with free tracked shipping on every order.

How can I track my order?

You'll get an email with your tracking number as soon as your order is sent.

What if my item arrives damaged or faulty?

Email us within 30 days with your order number and a photo, and we'll replace or refund it. We cover the return postage.

Can I return an item if it doesn't suit my pet?

Yes. Our 30-day happy paws guarantee lets you return it within 30 days of delivery. Gentle use is fine. Return postage for change-of-mind returns is paid by the customer. See our refund policy.

What payment methods do you accept?

Visa, Mastercard, PayPal, Apple Pay, Google Pay and Shop Pay.

How do I choose the right size?

Each product page includes sizing information. If you're unsure, email us and we'll help you choose.

Can I change or cancel my order?

Yes, any time before it's sent. Email us as soon as possible with your order number.

How can I contact you?

Email info@kiwipaws.co or use our contact page. We reply within 1–2 business days.