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Customer Service

Office Hours

Our customer service department is open 8.30am to 5.00pm, Monday to Friday excluding public holidays (0508 697 387). Outside of this time, please leave a message on our answerphone or alternatively email info@mypetshop.co.nz., and one of our customer service personnel will contact you as soon as possible.

Shipping & Delivery

Current MyPetShop delivery costs will be added to your Shopping Cart.

Any questions re shipping & Delivery contact us on
Phone: 0508 MyPetShop (697 387)
Email: info@mypetshop.co.nz

How Do I Track My Order?

When your order has been shipped from our warehouse you will be emailed tracking details, on this email it will have the name of the courier and the ticket number.

If it has been sent by Post Haste click here to be taken to the tracking page you need to enter your ticket number in the "Ticket" box as shown below.
If you cannot see any information contact Post Haste on  0800 106 828.

If it has been sent by NZ Couriers click here to be taken to the tracking page you need to enter your ticket number in the "Customer Printed Labels" box as shown below.
If you cannot get see information contact NZ Couriers on  0800 800 841

Privacy & Security

MyPetShop is committed to acting in accordance with the Privacy Act 1993 by providing you with services in a way that does not affect your privacy.

Any information we collect from you will only be used for the purposes of conducting our business, supplying you with our products and services and keeping you informed about aspects of business that may be of interest to you.

From time to time MyPetShop may collect information from customers indirectly, for example by monitoring visitors to our website. When you visit our website, a ‘cookie’ may be placed on the hard drive of your computer, this allows us to track customer interest and usage patterns. The information we may collect and store may include the following:

  1. the IP address for the computer you are using when connected to the internet and the domain name from which you are accessing the internet;
  2. the operating system and the browser your computer uses and any search engine you are using;
  3. the date and time you are visiting our website;
  4. the URLS of the pages you visit; and
  5.  if you provide it, your email address.

We may keep track of the pages our customers visit within our website in order to monitor which information and services are most popular. This information is collected for website management and marketing statistics purposes only. The information is collected in such a way so that the customer’s personal details are not able to be identified.

MyPetShop will not disclose, sell or lend your personal information to other companies or persons who are not part of our business group, unless we obtain your prior permission. Any information about our customer base that is disclosed to marketing partners without your prior consent will be of a generic nature, such as overall customer demographics, trends, interests and buying patterns. Such information may be shared with existing or potential marketing partners, in order to enable MyPetShop to extend the services and products we make available to you.

MyPetShop uses a secure credit card system supplied by Direct Payment Solutions (DPS) for processing credit cards. All credit card payments are processed by DPS. We do not store any credit card numbers.

Although we do our best to ensure that information communicated to us via our website is secure, no data transmission over the internet can be guaranteed to be 100% secure, unless it is processed through a Secure Credit Card System such as that provided by DPS. While we strive to protect your personal information we cannot ensure or warrant the security of any information transmitted by the customer via email or customer response forms.

We may at our discretion update or revise this privacy policy at any time. Any changes will take effect immediately once they are posted on our websites. Your continued use of our services after any changes have been posted on our websites indicates your acceptance to those changes.

Returns & Refunds

We pride ourselves on providing you with a highly satisfying online shopping experience.  If for whatever reason you are unhappy with your purchase you are welcome to return it to us within 14 days of purchase for a complete refund or exchange for the item/s. This excludes shipping and delivery costs for any freight incurred at purchase.

Please send returns or exchanges to:

  • MyPetShop.co.nz
131 Hilton Highway

Please provide your contact details along with a brief explanation regarding the nature of the return or exchange as this will help us rectify any problems or concerns to ensure the ultimate in satisfaction."
Once we are in receipt of your returned product/s, MyPetShop will provide refund without any further delay.


Secure Online Shopping

Buying online from MyPetShop is safe and secure. We use the latest technology to ensure your personal details and payment information is used only for the purpose for which it was intended.

Your Personal Information

We need to collect some details from you to process your order efficiently and on time, such as your name and address.

We never use these details for any other purpose outside of processing your order. We certainly do not give you details out to third part companies, or use your information in a malicious way.

We respect your privacy. Learn more about how we treat your privacy by reading our privacy policy. 

Payment, Pricing & Promotions

We accept Visa and Mastercard and use a payment gateway provided by Direct Payment Solutuions (DPS) for secure processing of your transaction.

We do not keep your credit card details on file. In fact, your credit card details are never actually seen by human eyes which ensures the whole process completely risk free. 

Viewing Orders

You can view the status of your order at any time by simply logging into you account. Please click here to see the status of your order. Alternatively you can drop us a quick email to info@mypetshop.co.nz quoting your order number and we will look into it for you. 

Updating Account Information

You can change the details of your account, such as addresses and phone numbers at any time by logging into your account. Please click here to change your account details.