Essential Services Update

IMPORTANT UPDATE: Due to increased demand, we are seeing a delay in the shipping times you would normally experience with Pet.co.nz. Usually our shipping times are between 1-3 business days, however we have been advised by our delivery partner, New Zealand Post, that parcels may experience delays of up to 7 business days due to increased delivery demand and limited national resources. We are very sorry for any inconvenience caused and hope you will understand the unprecedented circumstances we are all operating under.

We understand the growing concern surrounding Covid-19 and our hearts go out to all those who’ve been impacted in some way so far. Pet food, treats, flea & worm products are considered essential products, you will be able to order these products online and we will deliver directly to your door.

The Pet.co.nz team is working hard to ensure we’re able to provide the products and services you need to keep the pets we love healthy and safe through this challenging time.

Services
Our business operates within the 'Essential' category and therefore we will continue to deliver essential products to customers throughout the Category 4 Lockdown. What this means for you and your pets, is that you will still be able to purchase essential products for your pet including food, treats and flea & worm treatments as per usual and we will not close our business. We'd like to take this time to assure you we have enough stock to service your orders and you do not need to worry about buying additional stock. We're here to continue to look after your pet's needs and we replenish our stock on a daily basis.
 

Delivery
We are working as quickly as we can to get your order to you, however, some customers may experience a delay of up to 7 days. If you have not received a notice of your order being shipped within this time frame, please contact our customer service team who will assist where possible. We have implemented some changes to our delivery procedures alongside our courier partners New Zealand Post to fall within social distancing requirements and ensure the safety and protection of delivery drivers. Please read more about this here.
 

AutoShip
If you have an upcoming AutoShip order for essential items such as pet food, treats and flea & worm products everything is taken care for you. Your delivery will still be processed and everything will remain as usual - too easy! But please note all non-essential items that fall outside of the above categories which are included in your upcoming AutoShip orders will unfortunately not be shipped until we move out of Category 4 lockdown. Also, expect to see a 1-7 day delivery window due to increased demand as advised above.
 

Customer Service Hours
Our customer service hours will continue as per usual 8am-8pm Monday to Friday and 9am-5:30pm Saturday/Sunday. Our wonderful Customer Experience team will be working from home to minimise contact as recommended and will continue to offer the same high level of support via phone, chat, email and webform. Don't hesitate to contact our wonderful team at anytime!
 

Information
Pet.co.nz have been crafting some great content pet for your reading pleasure. We'll continue to share global updates relating to pets, insightful articles, fun ideas and suggestions while you're at home. We hope you enjoy and find it useful! Please note, there is no evidence that companion animals or pets can spread COVID-19 (per CDC guidance). Read more about it on our blog.

As always, we will continue to keep you updated and provide new information as quickly as possible as we navigate the uncertainty together, as well as do everything we can to ensure the health, safety and well-being of the entire Pet.co.nz community. We will continue to cater to your pet's needs to ensure the health and wellness of your pets does not need to be compromised. This is always our priority - all you need to do is click, and we'll fetch.

Thank you for being part of our family. Let's all continue to stay safe and take care of each other.

Kia kaha whānau.

Casey Radley
Pet.co.nz eCommerce Manager