Essential Services Update

COURIER POST UPDATE (03/06/2020): Deliveries returning to normal time frames

Courier Post is seeing delivery time frames normalising with only slight delays to deliveries in Auckland as we move into alert level 2. Further details on time frames will be updated as they become available from Courier Post. 

Important Category 2 Update: (01/05/2020): Possible delays to your order

In Alert Levels 2 and 3, more retailers have started operating online so there has been a huge increase in the number of parcels needing delivery. Courier Post are receiving record numbers of parcels, over 200 parcels every minute. This increase in volume means you may face potential delivery delays. Most of their parcels are being delivered within 2-3 working days but in some cases, they are seeing delays of up to 10 working days in Auckland and 5 working days anywhere else in the country. If you have a question about your delivery, please help their team out by checking out their FAQs first and only calling Courier Post team if your parcel has been delayed longer than five working days. Rest assured that while there may be a delay, they are working hard to get your parcel delivered as fast as possible.

Important Category 3 Update: (01/05/2020): Possible delays to your order

Due to the high volume of parcels in the Courier Post network, New Zealand Post has advised your order may be impacted with possible delays by up to 7-10 days on top of the usual delivery time. If your order has exceeded the delayed time frame above, we ask that you lodge an inquiry directly with Courier Post here or get in touch with our friendly team, where an inquiry will be lodge on your behalf.

We understand that these are uncertain times for all pet parents, and we want to assure you we are working closely with our delivery partners to ensure we get your orders to you and your pets as quickly as possible.

Courier information updates can be found directly on their website here is on top of all orders and is getting them into the network the next working day if your order is placed before 4pm. Our warehouse remains open and our team are picking your orders 6 days a week. 

If your order has exceeded the time frame above, we ask that you contact our customer service team where an inquiry will be lodged on your behalf with Courier Post so we can ensure you're supported as best as possible.

We apologise for any delays in the Courier Post network, and as always, we appreciate your patience at this time.

Contacting Customer Service

Our team loves hearing from you and we want to ensure you're being heard and responded to as quickly as possible. With the Courier Post delays, we're experiencing an increased volume of inquiries and this is affecting our response times. 

Our team is working from home to ensure we are operating safe measures and will not be available via phone at the moment. We are working through all your emails and contact forms as well as social media inquires. Please reach out to our team here and one of our friendly team will be in touch.

Please note, we are able to lodge inquiries with Courier Post on behalf for your order and are seeing response times of up to 3 days for investigations.