Policies
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.
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 - two weight options: 5kg & 12kg. 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 admin@nzpetfoods.co.nz 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.
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.
Repeat Delivery Policy
Last updated: August 2026
Our Repeat Delivery service is designed to make regularly
ordering your pet's favourites simple and convenient.
By selecting Repeat Delivery when purchasing an
eligible product from New Zealand Petfoods, you are agreeing to receive that
product automatically at the delivery frequency you select. Your nominated
payment method will be charged automatically for each recurring order until you
pause or cancel your Repeat Delivery.
Please read this policy before starting a Repeat Delivery.
1. How Repeat Delivery Works
When an eligible product offers a Repeat Delivery option,
you can choose between:
- a One-time
purchase; or - Repeat
Delivery at one of the available delivery frequencies displayed on the
product page.
When you select Repeat Delivery, the product will be ordered
automatically at your chosen frequency.
The price, applicable Repeat Delivery discount, delivery
frequency and any shipping charges will be displayed before you complete your
initial purchase.
There is no fixed-term commitment and no minimum
number of Repeat Delivery orders unless expressly stated on the applicable
product page.
2. Delivery Frequency
You select your preferred delivery frequency when starting
your Repeat Delivery.
Available frequencies may vary between products and will be
displayed on the relevant product page.
For eligible products, delivery frequencies may include
intervals such as every 1, 2, 3 or more weeks.
Your selected frequency determines when your next recurring
order is generated and your nominated payment method is charged.
You can view your upcoming orders through your New Zealand
Petfoods customer account.
3. Repeat Delivery Discount
Products purchased through Repeat Delivery may receive a
discount compared with the standard one-time purchase price.
The discount applying to your Repeat Delivery will be
clearly displayed when you sign up.
For example, where a product displays Save 10% with
Repeat Delivery, the applicable Repeat Delivery price will be calculated
using that discount.
Repeat Delivery discounts:
- apply
only to eligible Repeat Delivery products; - may
vary between products; - may
be changed for future Repeat Delivery purchases or plans; - cannot
necessarily be combined with other discount codes, promotions or special
offers; and - do
not apply retrospectively to previous orders.
If we propose a material change to the price or discount
applying to an existing Repeat Delivery, we will provide reasonable notice
before the changed amount is charged wherever reasonably practicable.
You may cancel your Repeat Delivery if you do not wish to
continue following a price or discount change.
4. Automatic Payments
By starting a Repeat Delivery, you authorise New Zealand
Petfoods and our payment provider to automatically charge your nominated
payment method for each recurring order.
You will be charged according to the frequency selected when
establishing your Repeat Delivery.
The amount charged may include:
- the
price of the Repeat Delivery product; - applicable
GST; - applicable
delivery or freight charges, if any; and - any
other charges clearly disclosed and agreed to as part of your Repeat
Delivery.
Your initial purchase confirms your authority for subsequent
recurring payments in accordance with your selected Repeat Delivery.
You are responsible for ensuring your nominated payment
method remains valid and has sufficient funds available when a recurring
payment is due.
5. Failed Payments
If we are unable to process your scheduled payment, Shopify
or our payment provider may attempt to process the payment again.
You may receive a notification asking you to update your
payment information.
Where payment continues to fail, your upcoming Repeat
Delivery order may be delayed, skipped, paused or cancelled.
We will not dispatch an order until the applicable payment
has been successfully processed unless otherwise agreed.
You can update your payment information through your New
Zealand Petfoods customer account.
6. Managing Your Repeat Delivery
You can manage your Repeat Delivery through your New Zealand
Petfoods customer account.
Depending on the options available for your Repeat Delivery,
you may be able to:
- view
your Repeat Delivery details; - view
upcoming orders; - skip
an upcoming order; - pause
your Repeat Delivery; - resume
a paused Repeat Delivery; - cancel
your Repeat Delivery; - update
your payment method; and - update
your delivery address.
You can also access your Repeat Delivery through the Manage
your subscription link contained in relevant Repeat Delivery emails from
us.
7. Skipping an Order
If you do not require your next scheduled delivery, you can
skip the upcoming order through your customer account.
Skipping an order does not cancel your Repeat
Delivery.
Unless you make further changes, your Repeat Delivery will
continue from the next scheduled order following the skipped delivery.
Where possible, you should skip an order before the upcoming
order has been processed and payment has been taken.
Once an order has been processed, packed or dispatched, we
may be unable to stop that order.
8. Pausing Your Repeat Delivery
You may pause your Repeat Delivery at any time through your
customer account.
When your Repeat Delivery is paused:
- future
scheduled orders will stop; - you
will not be charged for future orders while the Repeat Delivery remains
paused; and - you
may resume your Repeat Delivery when you are ready.
Pausing does not cancel your Repeat Delivery.
9. Cancelling Your Repeat Delivery
You may cancel your Repeat Delivery at any time.
There is:
- no
cancellation fee; - no
minimum number of orders; and - no
minimum subscription period, unless a different arrangement has been
expressly disclosed before you purchase.
When you cancel, future billing and future scheduled
deliveries under that Repeat Delivery will stop.
Cancellation does not automatically cancel or refund an
order that has already been processed or charged.
If an order has already been processed when you cancel,
please contact us as soon as possible. We will do our best to assist, but we
cannot guarantee that an order can be stopped once processing or dispatch has
begun.
If you only want to miss one delivery rather than
permanently cancel, we recommend using the Skip option instead.
If you want to temporarily stop deliveries, you can use the Pause
option.
10. Changing Your Delivery Address
You are responsible for ensuring the delivery address
attached to your Repeat Delivery is accurate and up to date.
Changes to your standard customer address may not
automatically update an existing Repeat Delivery. Please check the shipping
address shown against the Repeat Delivery itself.
Address changes should be made before your next scheduled
order is processed.
We are not responsible for delivery issues caused by an
incorrect or outdated address supplied by the customer, subject always to your
rights under New Zealand consumer law.
Additional freight charges may apply if an updated address
falls outside the delivery area or freight arrangement originally associated
with the Repeat Delivery.
11. Freight and Delivery Charges
Any freight or delivery charge applying to a Repeat Delivery
will be shown during checkout or otherwise clearly communicated to you.
Some products may qualify for free delivery as part of
their Repeat Delivery offer.
Where free delivery applies:
- it
applies only to the eligible products and delivery areas specified; - it
may be subject to our normal delivery service availability; and - it
does not necessarily apply if the delivery address, product or delivery
method is changed.
If the freight arrangement applying to an existing Repeat
Delivery materially changes, we will provide reasonable notice before applying
a new charge to a future recurring order wherever reasonably practicable.
12. Delivery Areas
Repeat Delivery is available only to addresses we are able
to service for the applicable product.
This is particularly important for frozen products, which
may require specialist freight or delivery services.
Availability may depend on:
- your
delivery address; - the
product being ordered; - the
required freight service; - carrier
coverage; and - our
ability to safely deliver the product.
If we can no longer service your delivery address, we may
contact you to discuss alternative delivery arrangements or pause or cancel the
affected Repeat Delivery.
13. Frozen Products
Where a Repeat Delivery contains frozen pet food, the order
will be handled and dispatched using our applicable frozen freight or
Door-to-Door delivery service.
Customers are responsible for:
- providing
an accurate delivery address; - providing
any appropriate delivery instructions; - ensuring
the delivery location is suitable for receiving frozen goods; and - arranging
for frozen products to be collected, stored or frozen promptly following
delivery where required.
Please contact us as soon as possible if a frozen delivery
arrives damaged, significantly thawed or otherwise in a condition that causes
concern.
Do not feed a product where you have reasonable concerns
about its condition or safety.
14. Product Availability
Repeat Delivery does not guarantee that a product will
remain permanently available.
From time to time, a product may be:
- temporarily
unavailable; - out
of stock; - discontinued;
- reformulated;
- replaced;
- subject
to packaging changes; or - otherwise
unavailable for fulfilment.
Where an item is temporarily unavailable, we may delay or
skip the affected order.
Where an item is permanently discontinued or can no longer
reasonably be supplied, we may contact you regarding available options or
cancel the affected Repeat Delivery.
We will not intentionally substitute a materially different
product and charge you for it without your agreement.
15. Changes to Products
Pet food products can occasionally be updated due to
ingredient availability, manufacturing requirements, nutritional improvements,
regulatory requirements or other legitimate business reasons.
Where a change is material to the nature of a product
supplied through Repeat Delivery, we will take reasonable steps to make updated
product information available.
Customers remain responsible for reviewing product
information where their pet has known allergies, intolerances, dietary
restrictions or other specific nutritional requirements.
16. Price Changes
Product prices may change from time to time.
We will not use Repeat Delivery as a means of concealing
price increases or charging an amount that has not been reasonably disclosed.
If the price payable under an existing Repeat Delivery
materially changes, we will take reasonable steps to notify you before the
changed price is charged.
The notice may include:
- the
new price; - when
it will take effect; and - information
about managing or cancelling your Repeat Delivery.
If you do not wish to continue at the new price, you can
cancel your Repeat Delivery before the next affected order is processed.
Nothing in this section prevents us from correcting an
obvious pricing error, provided we act reasonably and in accordance with
applicable law.
17. Promotions and Discount Codes
Unless expressly stated otherwise, promotional offers and
discount codes do not automatically apply to future Repeat Delivery orders.
A promotion applying to your first Repeat Delivery order may
be limited to that order.
Where an ongoing Repeat Delivery discount forms part of your
plan, that discount will continue in accordance with the terms applying to the
plan unless we notify you of a change.
Promotional terms displayed for a specific offer take
priority over this section where they expressly state otherwise.
18. Orders Already Processed
Skipping, pausing or cancelling your Repeat Delivery affects
future orders.
Once a recurring order has:
- been
generated; - successfully
charged; - entered
fulfilment; - been
packed; or - been
dispatched,
we may not be able to cancel or amend it.
If you have made a change shortly after an order has been
generated, contact New Zealand Petfoods as soon as possible and we will
determine whether the order can still be changed.
Nothing in this section limits any rights you have where
goods are faulty, damaged, incorrectly supplied or otherwise covered by New
Zealand consumer law.
19. Returns, Refunds and Product Issues
Repeat Delivery orders are subject to our normal returns,
refunds and product quality procedures.
A change of mind after a recurring order has already been
processed does not automatically entitle you to a refund.
However, nothing in this Repeat Delivery Policy limits or
excludes any rights or remedies available to you under the Consumer
Guarantees Act 1993, Fair Trading Act 1986, or any other applicable
New Zealand law.
If a product is faulty, unsafe, damaged, incorrectly
supplied or otherwise fails to meet applicable consumer guarantees, please
contact us so we can assess the issue and provide an appropriate remedy.
20. Customer Notifications
We may send service-related emails concerning your Repeat
Delivery, including:
- confirmation
of your Repeat Delivery; - upcoming
order information; - successful
order confirmations; - failed
payment notifications; - payment
method notifications; - changes
affecting your Repeat Delivery; - paused,
resumed, skipped or cancelled order confirmations; and - other
information reasonably required to administer your Repeat Delivery.
You are responsible for keeping your email address and
contact information current.
Service communications relating to an active Repeat Delivery
are separate from optional marketing communications.
21. Customer Accounts
Repeat Deliveries are managed through Shopify's customer
account and subscription functionality.
You may be required to verify your identity using the email
address associated with your order before accessing or changing your Repeat
Delivery.
You are responsible for maintaining access to the email
address associated with your account and for contacting us if your account
details need to be corrected.
22. Changes to This Policy
We may update this Repeat Delivery Policy from time to time
to reflect:
- changes
to our Repeat Delivery service; - changes
to Shopify or our payment systems; - operational
or delivery changes; - changes
to our products or pricing structures; or - changes
in applicable law.
Changes to this policy will not remove rights that you have
already accrued under applicable New Zealand law.
Where a change materially affects an existing Repeat
Delivery, we will take reasonable steps to notify affected customers before the
change takes effect.
23. Ending a Repeat Delivery by New Zealand Petfoods
In limited circumstances, we may pause or cancel a Repeat
Delivery.
This may occur where:
- a
product is discontinued or permanently unavailable; - we
can no longer deliver to the nominated address; - repeated
payment attempts fail; - there
is suspected fraud or misuse; - fulfilling
the Repeat Delivery would breach applicable law; - an
obvious technical or pricing error has occurred; or - circumstances
outside our reasonable control prevent us from continuing the service.
Where reasonably practicable, we will notify you if we pause
or cancel your Repeat Delivery.
We will not charge you for future orders after a Repeat
Delivery has been cancelled.
24. Your Consumer Rights
This Repeat Delivery Policy is intended to operate
alongside, and not replace, your rights under New Zealand law.
Nothing in this policy is intended to exclude, restrict or
modify any consumer guarantee, right or remedy that cannot legally be excluded
or restricted.
New Zealand Petfoods will comply with its obligations under
applicable New Zealand consumer law, including the Consumer Guarantees Act 1993
and Fair Trading Act 1986.
25. Contact Us
If you have questions about your Repeat Delivery or need
assistance managing it, please contact New Zealand Petfoods through the
contact details provided on our website.
We can assist with matters including:
- upcoming
Repeat Delivery orders; - cancellations;
- pauses
or skipped orders; - delivery
queries; - payment
issues; - address
changes; and - product
concerns.
For the fastest service, please include the name and email
address associated with your Repeat Delivery and, where available, your order
number.
By selecting Repeat Delivery and completing your
purchase, you acknowledge that you are entering into a recurring purchase
arrangement. You authorise New Zealand Petfoods to charge your nominated
payment method at the price and frequency disclosed at checkout until the
Repeat Delivery is paused or cancelled in accordance with this policy.
