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Terms and Conditions

Thank you for visiting the New Zealand Pet Foods website. These are the terms and conditions on which you purchase products through our website. By ordering goods through our website you are agreeing to the terms and conditions set out below. We reserve the right to amend these terms and conditions at any time and by continuing to use this website you are deemed to have accepted those amendments.

Ordering Goods from Us

Our prices are in New Zealand Dollars and include GST. You place an order on our website by adding a product to the shopping cart and proceeding through the Checkout process. The Checkout process includes giving us delivery and other relevant details for your order and payment. You must complete all mandatory fields when ordering products.

You must pay by Visa or Mastercard when you submit your order. Orders will not be accepted or processed by us until we have received payment in full. If your payment is declined by your financial institution delivery of your order will not be made.

All orders are subject to availability. We reserve the right to limit the quantities of a particular item that you may order. We also reserve the right to limit the number of goods that you can purchase in a single transaction.

Once we have processed your order you will be taken to a confirmation page with all details of your order. You will be able to print the confirmation page as proof of your purchase. You will also receive an email from us confirming your order

Variation or Cancellation of Order

Variations or cancellations of an order are entirely at our discretion. In order for us to consider a variation or cancellation of an order you must provide us with at least 24 hours’ notice prior to the due date for dispatch of your goods. No cancellations or variations will be available where less than 24 hours’ notice is provided due to the perishable nature of our goods.

Delivery and Delivery Charges

You will receive a packing slip on delivery of your goods. All goods become your property and your responsibility once they have been delivered to the delivery address or Big Chill depot stated in your order.

General Orders – we deliver these orders using Big Chill Distribution, Moloney Distribution or one of their sub-contractors These orders can be delivered to any urban business address New Zealand wide (no PO Boxes) Monday to Friday or you can arrange to personally collect your order from your nearest Big Chill depot.

Courier to your door Orders - maximum order weight 5kg. We deliver these orders using couriers. These orders can be delivered to any urban business or urban residential address in the South Island (no PO Boxes or rural addresses) Tuesday to Thursday. We recommend that you arrange for the goods to be delivered to an address where you are likely to be available to personally receive them. By placing your order, you authorise us to leave the goods at the delivery address stated in your order regardless of whether someone is available to personally receive them or not. We do not accept any liability for the quality or freshness of your goods where you are not available to personally accept them.

An email will be sent stating dispatch and estimated delivery day.

Delivery and freights costs will vary depending on the size of your order and your area. All delivery and freight costs will be charged at the rate stated on our website when you proceed through the Checkout.


As our products are perishable they cannot be returned and no refunds or exchanges will be available. The only exceptions to this are if we have made a mistake in processing your order or delivering your order to you.

If you consider that we have made a mistake in processing your order or in delivering the products to you, please email us at within one day of delivery of your goods. In any of these situations we will consider your request for a refund or exchange of goods but any such refund or exchange of goods will be entirely at our discretion. We reserve the right to offer partial refunds where one of the above situations applies to part of an order only.

Products and Product Representation

None of our goods are intended for human consumption. We have made every effort to portray the products available on the website as accurately as possible. However, from time to time there will be some variation between the photos and the actual products. We accept no liability in respect of any variations.

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Privacy Policy

Personal information

We may collect personal information from you in a variety of ways, including, but not limited to, when you visit our website, place an order, including the provision of all mandatory details, fill out a form, subscribe to any materials that we generate and in connection with other activities, services, features or resources we make available on our website. We may ask you for your name, email address, mailing address, phone number and such other information as we consider appropriate for placing your order.

Non-personal information

We may collect non-personal information about you whenever you interact with our website. Non-personal information may include the browser name, the type of computer and technical information about your means of connection to our website.

How we use information

We collect and use your personal information for the following purposes:

  • To improve customer service.
  • Your information helps us to more effectively respond to your customer service requests and support needs.
  • To personalise User experience.
  • To understand how our Users as a group use the services and resources provided on our Site.
  • To improve our website.
  • To improve our website based on the information and feedback we receive from you.
  • To process transactions.
  • To process and provide service to your orders. We do not share this information with outside parties except to the extent necessary to provide the service.
  • To administer a content, promotion, survey, or other website feature.
  • To send Users information.
  • To provide you with any advertising or promotional material that you agreed to receive.
  • To send periodic emails.
  • To enforce any legal or other rights that we may have against you.

The email address you provide for order processing, will only be used to send you information and updates relating to your order. It may also be used to respond to your enquiries and/or other requests or questions. If you decide to opt-in to our mailing list, you will receive emails that may include company news, updates, related product or service information etc. If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or you can contact us.

Consumer Data Policy

We will not sell or otherwise provide your personal information to a third party, or make any other use of your personal information, for any purpose which is not incidental to your use of our site.

If you ask us not to use personal information we will use all reasonable measures to comply with your request. However, we may still disclose that information if:

(a) We later notify you of the intended use or disclosure and you do not object to that use or disclosure;

(b) We believe that the use or disclosure is reasonably necessary to assist a law enforcement agency or an agency responsible for government or public security in the performance of their functions; or

(c) We are required by law to disclose that information.

We may keep the content of any email you send us if we believe we are legally required to do so or if we consider that it is prudent for us to do so.

Any personal information that we collect will be kept confidential to the best of our ability. However, we cannot guarantee the security of transmission over the Internet.

You may have access to any personal information relating to you which you have previously supplied to us using this site. You may edit or delete that information unless we are required by law to retain it in its original form.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorised access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

Web browser cookies

Our website may use “cookies” to enhance your browsing experience. You do not necessarily need to enable your browser to accept cookies, although some parts of our website may not be available if you disable your web browsers not to accept cookies.

Changes to this privacy policy

We have the discretion to update this privacy policy at any time. We encourage you to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.