Shipping policy

At Pet Trunk, we aim to get your order to you as quickly and smoothly as possible.

1. Order Processing Time

We aim to process and dispatch orders on the same business day or the next business day after your order is received.

Orders placed after 12:00 PM on Fridays, or on weekends or public holidays, will usually begin processing on the next business day.

Please note that processing times may be longer during peak periods, promotional events, public holidays, or in cases of unexpected courier delays.

2. Shipping Methods and Delivery Timeframes

We work with trusted courier and delivery partners to provide reliable shipping services.

Estimated delivery times may vary depending on your location, the type of product ordered, and courier network conditions. Any delivery timeframes provided on our website or at checkout are estimates only and are not guaranteed.

Once your order has been dispatched, you will receive a shipping confirmation email and, where available, tracking details.

3. Delivery Areas and Address Information

We currently ship to addresses within our available delivery zones.

Some items may not be eligible for delivery to PO Boxes, rural addresses, or certain remote or restricted areas, particularly bulky or high-value products. If your address falls outside our standard delivery coverage, we may contact you to discuss alternative arrangements, additional shipping charges, or order cancellation where necessary.

Please make sure your shipping details are accurate and complete when placing your order. We are not responsible for delays, failed deliveries, or returned parcels caused by incorrect or incomplete address information.

4. Signature Confirmation for Certain Orders

To help protect high-value or bulky orders, Pet Trunk may require a signature on delivery for selected products.

This may apply to items such as large pet equipment, bulky parcels, or other higher-value orders.

Default signature service

Where signature-required delivery applies, a signature will normally be required unless otherwise agreed.

Opting out

If you would prefer authority to leave or no-signature delivery for an eligible order, please leave a note at checkout or contact us at sales@pawswholesale.co.nz before dispatch.

Important notice

If you request that a parcel be left without a signature, or that signature confirmation be removed, you accept the associated delivery risk. To the extent permitted by law, Pet Trunk is not responsible for loss, theft, or non-receipt claims where the courier records the parcel as successfully delivered to the address provided.

5. Delivery Delays

While we do our best to ensure timely dispatch and delivery, delays can sometimes occur due to factors outside our control, including courier disruptions, weather events, supply chain issues, public holidays, or incorrect delivery details.

Pet Trunk is not liable for shipping delays caused by third-party carriers or circumstances beyond our reasonable control.

6. Returned or Undeliverable Parcels

If an order is returned to us because the delivery address was incorrect, incomplete, unclaimed, or otherwise undeliverable, we may contact you to arrange redelivery.

Additional shipping charges may apply before the order is resent. If you no longer wish to have the order resent, any refund will be handled in accordance with our Return & Refund Policy, and original shipping charges and any return-to-sender costs may be deducted where applicable.

7. Damaged or Missing Deliveries

If your parcel arrives damaged, or if you believe part of your order is missing, please contact us as soon as possible at sales@pawswholesale.co.nz.

To help us investigate, please include your order number, a description of the issue, and photos where relevant.