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

Click here to view our full shipping policy

Currently we only ship to New Zealand addresses and do not offer international shipping. If you're overseas we can send your order to a friend/family member here in New Zealand and they can organise the international shipping to you.

Standard orders & Rural Fees

Standard orders of total value of $69 or more qualify for free standard shipping. This does not apply to Frozen Goods or Live Fish.

Orders under $69 will incur a standard shipping fee. All orders are sent with signature required by default, with exception to Frozen goods and Live Fish.

Rural Fees incur where the order is over the $69 value and your address is considered Rural (RD) by NZPost, while we offer free subsidised shipping, the RD charges are additional. We do rely on you to pick the right delivery option at checkout, to avoid any delays we highly recommend choosing the RD option if you're considered RD address. Where required, our team will get in touch regarding the RD charges and payment.

If your order is less than $69 and you're already paying shipping, you won't be required to pay any additional RD charges.

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

Please do not return any items without contacting us first. After you have spoken to one of our team members, we will require you to fill in the return form; this can be done digitally and emailed back to us, or attached to 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 are not pawfect. If we've made a mistake and sent you the wrong item, we will take care of the logistics and associated cost.

Unless you have been instructed to do so, please do not use or open the item, we need the item returned back to us in the same condition that was sent out. Our customer care team will organise the correct item to be shipped out as soon as possible, we will include a prepaid return ticket/bag and kindly ask you to either give the return parcel back to one of NZPost drivers or simply drop it off at the closest drop off point.

Click here to contact us.

Please note; if the item is used we may not be able to provide you with full refund or correct replacement.

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

We'll do our best , but once your order has been submitted, changes or cancelation may not be possible and any returns will be at your own cost.

 Please contact us any of the ways below

• Submitting a request here
• Live Chat

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