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FAQ


Questions:

How does the shopping cart work?

I'd like some information on a specific product.

Can I return an item for a refund?

How long will it take for my order to be delivered?

What are the delivery charges for online orders?

Is shopping online with MyPetShop secure?

How is your online site encrypted?

Where do you deliver for Online orders?

Can I still shop Online if I don't register?

What are the benefits of registering to shop Online with MyPetShop?

Can I make an order by phone?

Can I exchange an item for another product?

What will the delivery fee be for a particular item?

Which Credit cards are accepted at MyPetShop?

If I order more than one item, will I be charged extra for delivery?

How do I cancel or amend my order?

Where is my order?

Can an order be sent to an address different to the billing address?

How can I Browse the Online Store?

Does the delivery fee apply to each item or each order?

Do you deliver overseas?

Can my order be delivered to a PO Box?

How do I register to shop Online?

Will all my products be delivered together?

Can I remove items from My Cart?

How do I update my details on the MyPetShop database?

Why do I need to give you my email address?

Can I shop online if I don't have an email address?

Can I store an item in My Cart for the next time I log on?

I've forgotten my password. Can you help?

Will my registration information remain confidential?

What is MyPetShop’s Cookies Policy?

What if I can't find the answer to my question here?

I'd like to make a complaint. How do I do this?

How do I measure my dog for clothing?

 

How does the shopping cart work?

Buy clicking on the 'Add to Cart' icon, it will add the item you are currently viewing into your cart. You will see the total number of items in your cart and you can see everything that's in your cart at any time, by clicking the 'View my Cart' button.

Once you have viewed the cart, you can continue shopping on the site and, when you've got all you want, you simply click on billing details and follow the easy steps to purchase the products you have selected.

You can register to set up an account with MyPetShop and to purchase goods from this site. Click here to register your account.

You can click here to sign in.

 

I'd like some information on a specific product.

If you would like some information on a specific product, please visit our website, where you can browse all of our available products, view product specifications and even shop online. For more detail call us free on 0508 697 987.

 

Can I return an item for a refund?

Please see our Returns and Refunds Policy

 

How long will it take for my order to be delivered?

We strive to deliver all orders within 4 to 7 full working days. However this may take an extra day or two for remote rural delivery. If this is not possible we will contact you.

 

What are the delivery charges for online orders?

MyPetShop will ship your order to your door.  Prior to completing your Shopping cart the freight amount will be advised.

 

Is shopping online with MyPetShop secure?

Yes, we use SSL encryption. For more information, click here.

 

How is your online site encrypted?

Your credit card details are completely secure on this site. Data encryption software prevents interception of any information you provide online. When you place an order or access your account details, this data passes to a secure server. All information you input is encrypted before it is sent to us. Any data sent by you through this site is encrypted through a Secure Sockets Layer (SSL) connection. SSL is a protocol developed for transmitting data over the Internet.

 

What this means is that your data (including credit card information and other personal details) is turned into a type of code that cannot be decoded without the private key.

Whenever you log in, register, go to your shopping cart or start to complete a purchase, you will automatically be transferred to the secure area of MyPetShop. You can always tell if you are in this area as the start of the website address at the top of your screen will have changed from "http://..." to https://...

With most Internet browser software (including all recent versions of Internet Explorer and Netscape), a locked padlock icon also appears in the bottom or top toolbar of the browser, signalling that you are currently in a secure area of the site.

 

Where do you deliver for Online orders?

Orders can be shipped anywhere in New Zealand.

 

Can I still shop Online if I don't register?

Yes. Although we recommend that you register to receive the full benefits of shopping online with MyPetShop.

 

What are the benefits of registering to shop Online with MyPetShop?

Registering makes your shopping experience faster, more efficient and secure. When you return to the MyPetShop site, you won't have to re-enter all your details in order to make a purchase. You will also have fast and easy access to further information about the status of your orders. Register Now

 

Can I make an order by phone?

MyPetShop is a true online shopping experience. Therefore for your convenience and security you can purchase products from MyPetShop online through our secured gateway. Remember this allows you to shop 24/7 365 days of the year. If you experience problems shopping online using your credit card please call us we will be more than happy to help on 0508 697 387. As a customer you also have the option to pay directly to our bank account, once order is received and money deposited to our account your order will be shipped.

 

Can I exchange an item for another product?

We will exchange a product for a credit towards another item within 28 days of purchase on the condition that the product is returned in its original condition with packaging and invoice.

 

What will the delivery fee be for a particular item?

Please see our Delivery Information page

 

Which Credit cards are accepted at MyPetShop?

MyPetShop accepts the following credit cards, VISA and Master Card.

 

If I order more than one item, will I be charged extra for delivery?

Please see our Delivery Information page.

 

How do I cancel or amend my order?

If for any reason you need to cancel or change your order, please do not email us but instead call our Customer Care team toll-free on 0508 MyPetShop (0508 697 387) as soon as possible. Our system is designed to fill orders and get them on their way to you as quickly as possible, so the sooner we hear from you, the better!

 

Where is my order?

You can easily check on the progress of your order by logging on to the MyPetShop site using your email address and password and clicking on to see its current status or visit our Delivery Information page to see how to Track your parcel.

 

Can an order be sent to an address different to the billing address?

Yes, you will be able to choose your delivery address in the check-out process.

 

How can I Browse the Online Store?

To view our range of products in each area of our store, either click on one of the tabs along the left side of the screen, or select from the list of product types, then click on the text description of the product or the picture of the item to see a more detailed description.

 

Does the delivery fee apply to each item or each order?

Please see our Delivery Information page.

 

Do you deliver overseas?

No, we cannot deliver overseas. However, you can order from overseas and have the item delivered to a New Zealand address.

 

Can my order be delivered to a PO Box?

No, we are unable to deliver to a PO Box. We are committed to making sure every order reaches the right person in a timely fashion. We only deliver to your home or work, where someone will/can sign for the delivery.

 

How do I register to shop Online?

Registering with MyPetShop allows you to enjoy the convenience of express checkout service. We will not sell, share or otherwise disclose your personal information to third parties.

Registration with MyPetShop is free. Simply click Login/Register fill in the registration form and select submit. You will then receive an email advising you of your user name. It will also include details on how to modify your registration details if required.

 

Will all my products be delivered together?

We will make every effort to send your order as a complete package. However on very rare occasions some items may not be in stock at the time of your order (we will inform you if this is the situation).

 

Can I remove items from My Cart?

Yes, just view your cart and click the 'Remove' button to the right of the item you want to remove.

 

How do I update my details on the MyPetShop database?

By registering to the MyPetShop website you can update these details yourself by logging in to your account and making the necessary changes.

 

Why do I need to give you my email address?

When you place an order, we need to be able to email you to confirm that we have received your order and to keep you informed on its progress. Even if you have not yet shopped with us, joining our email list will enable us to let you know about special offers and promotions only available to our subscribed members.

 

Can I shop online if I don't have an email address?

No, You need an email address in order to shop online with most if not all Internet stores. We need your email address to notify you of the status of your order. Providers such as Gmail, Hotmail or Yahoo offer free email accounts.

 

Can I store an item in My Cart for the next time I log on?

Yes, if you have registered with MyPetShop for online shopping, any items remaining in your cart at the end of your visit will still be there when you next log on. You can then pick up from where you left off.

 

I've forgotten my password. Can you help?

No problem. Click here to have your password reset. We will send you email notification of your new password.

 

Will my registration information remain confidential?

Yes. The information you provide us with will remain confidential to MyPetShop Limited. For more information click on our privacy policy to learn more.

 

What is MyPetShop’s Cookies Policy?

Cookies are nuggets of data stored on your computer to make it easier, and quicker, for regular users to log onto a site. Such data is usually stored on your computer's hard drive as a file or folder called 'cookies' and can be deleted if you so choose. Our cookies do not contain any personally identifying information or compromise your privacy.

If you have disabled cookies on your browser, please note that you will need to enable them in order to add items to your Shopping Cart and to make purchases on this site.

How do I measure my dog for Clothing?

https://www.youtube.com/watch?v=vmrEadk5Cl0

http://www.wikihow.com/Measure-Dogs-for-Coats

 

What if I can't find the answer to my question here?

No problem! Ask us a Question, and we'll get back to you with the answer.

 

I'd like to make a complaint. How do I do this?

MyPetShop Limited take all complaints seriously. If you have a complaint please address us in writing.

Email us: MyPetShop Please put 'Complaint' in the subject line.

 

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