We'll send you emails regarding the progress of your order and a tracking number once your order has been picked up, if there are any stock issues or delays one of our team members will be in touch.

Our team is here to help, feel free to contact us in any of the ways below:

• Submitting a request here
• Live chat
• Call +64 683 375 46 (please have your order number ready)

Click here to view our full shipping policy

We currently only ship to addresses within New Zealand. If you’re based overseas, you can have your order delivered to a friend or family member in New Zealand, and they can handle forwarding it on to you internationally.

Standard orders & Rural Fees:

Standard orders with a total value of $69 or more are eligible for free standard shipping. Please note, this offer does not apply to Frozen Goods or Live Fish.

Orders under $69 will incur a standard shipping fee. By default, all orders require a signature upon delivery, except for Frozen Goods and Live Fish.

While we offer free subsidised shipping, the Rural (RD) charges are additional. Rural Fees apply when the order value exceeds $69 and your address is classified as RD by NZPost. We rely on you to select the correct delivery option at checkout. To avoid delays, we strongly recommend choosing the RD option if your address is considered RD. If necessary, our team will contact you regarding the RD charges and payment.

If your order is less than $69 and you are charged for shipping, no additional RD charges will be required.

Click here to read out full shipping policy.

Frozen orders:

Frozen goods do not qualify for free shipping and cannot be combined with Standard orders. Click here to read our shipping policy.

All Frozen goods are shipped in an insulated box with extra insulation if required, with NO signature required.

Live Fish orders:
Live Fish do not qualify for free shipping, all live fish are shipped in an insulated box with heat pads. Cost of shipping for live fish is in our shipping policy, Click here to read our Dead On Arrival (DOA) policy for fish.

The following is estimated and as a guide only: 

• Next working day for all main centers 
• 2 business days for regional New Zealand
• 3 business days for rural delivery
• 5 business days for 'special orders/DC orders'

If you have any special requirements for your order, or loose dogs on the property, we highly recommend contacting the carrier company as soon as possible. Pet City primary carrier companies are NZPost & Post Haste.

Please note that contract drivers will not enter your dwelling or lift over high fence/walls.

Click here to contact NZPost

Click here to contact Post Haste

Click here to contact PBT Transport

To return something please contact us any of the ways below

• Submitting a request here
• Live Chat
• Call +64 683 375 46 (please have your order number ready)

Please contact us before returning any items. Once you’ve spoken with a team member, you’ll need to complete the return form. This can be done digitally and emailed to us, or included with your parcel.

We do not cover the cost of shipping for any returned items, unless this has been discussed with.

We cannot offer any refunds/replacement until the item that you are returning has been successfully returned to us, and it is in perfect condition.

Click here to read our return policy.

Our team is here to help you any way we can!

Mistakes can happen – we’re not perfect. If we’ve sent you the wrong item, we’ll handle the logistics and cover the associated costs.

Unless instructed otherwise, please do not use or open the item. We need it returned in the same condition it was sent. Our customer care team will arrange for the correct item to be shipped to you as soon as possible. We will include a prepaid return label/bag and kindly ask that you either hand the return parcel to a NZPost driver or drop it off at the nearest drop-off point.

Click here to contact us.

Please note that if the item is used, we may not be able to offer a full refund or provide a correct replacement.

If you've placed an order and need to make changes or cancel it, please reach out to our team as soon as possible.

We’ll do our best to assist, but once your order is submitted, changes or cancellations may not be possible. Any returns will be at your own cost.

Please contact us any of the ways below

• Submitting a request here
• Live Chat
• Call +64 683 375 46 (please have your order number ready)

Our team is here to help you any way we can!