Frequently Asked Questions
SHIPPING & DELIVERY
IS EVERYTHING ON YOUR SITE STOCKED IN YOUR WAREHOUSE ?
Yes, all of the products on our website are carried in our Tauranga warehouse available for immediate delivery, unless specifically identified as a delayed item due to issues outside our control.
HOW LONG DOES IT TAKE FOR YOU TO PROCESS MY ORDER & GET IT TO ME ?
We send products once a day in a morning courier run. We aim to dispatch orders the next courier cycle after receiving your order, except weekends & public holidays. Delivery to Auckland & the North Island is usually overnight, with South Island being 2 business days. Rural addresses may take a little longer.
HOW MUCH DOES SHIPPING COST ?
We offer FREE shipping on orders over $79.
For Urban orders $79 or under, our delivery is a flat rate nationwide of $7.00
For Rural orders $79 or under, our delivery is a flat rate nationwide of $10.00
Once your street address is entered, shipping costs are calculated at check out.
CAN I GIVE SPECIAL INSTRUCTIONS FOR DELIVERY ?
Yes, absolutely. In your cart there is a comment box, or send us an email to give us the details & we'll pass these on to the courier.
WHERE DO YOU SHIP TO ?
We deliver anywhere in New Zealand. We do not ship internationally at this time.
CAN I COLLECT MY ORDER ?
No sorry, we only dispatch our products from our Tauranga warehouse. We don't permit collections, but we work with our delivery partners to keep delivery costs low.
HOW DO I KNOW MY ORDER HAS BEEN SHIPPED ?
A confirmation email will be sent to you with a tracker number & this can be monitored for parcel progress.
CAN I CANCEL/ RETURN MY ORDER ?
Yes, if you find you do need to cancel or return your order, please contact us within 30 days of receiving your items to sales@dappapaws.co.nz. If you decide to cancel after we have shipped the order, then you will need to return it to us at your expense & we will refund the product in full, less the original delivery fee. Please see our Returns Policy for further details.
DO YOU DELIVER TO PO BOXES ?
No, we use Couriers for all our deliveries & require a street address.
RETURNS
CAN I RETURN MY ORDER OR PART OF MY ORDER ?
Yes, if you are not happy with anything you have purchased, please get in touch with us within 30 days. Please read our Returns Policy for full details.
DO I NEED TO RETURN PRODUCTS IN THE ORIGINAL COURIER PACKAGING?
Ideally yes, however if the original packaging has been disposed of then the item/s need to be returned in protective packaging similar to how it was sent. Products need to be returned to us in a resaleable condition with original tags and/or brand labelling still attached. Please read our Returns Policy for full details.
IS THE DELIVERY FEE REFUNDABLE ON A RETURNED PRODUCT ?
If we have made an error with your delivery (including the wrong item being delivered, a fault with the product or if the product was damaged in transit) we will absolutely refund the delivery fee. However, if you change your mind or order incorrect colours or sizes, then the fee is not refundable. Please read our Returns Policy for full details.
HOW DO I RETURN MY PRODUCT/S ?
Please contact us at sales@dappapaws.co.nz to arrange returns. We will provide you with a postal address to send returns to.
ACCOUNT & PAYMENT
DO I NEED TO SET UP AN ACCOUNT TO MAKE A PURCHASE ?
No, you can purchase anything on our site as a guest.
WHAT TYPE OF PAYMENT DO YOU ACCEPT?
For your convenience, we accept all major credit cards. You may also select to pay via bank transfer at checkout, when making a purchase. Payment is made through a secure payment gateway, so your information is safe with us.
GENERAL
DO YOUR PRICES INCLUDE GST ?
Yes, all prices shown on the site are including GST.
IS MY PRIVATE INFORMATION SAFE ?
We recognise the importance of protecting the privacy of our customers who provide their personal information to us. We are committed to handling personal information in accordance with applicable privacy laws. Our Privacy Policy explains how we collect your personal information, what we do with it & how it is protected. By continuing to use the Website you agree to the terms of the Privacy Policy. DappaPaws Pet Products reserves the right to make changes to this Privacy Policy from time to time.
WHAT SHOULD I DO IF MY PETS TOY LOOKS A BIT OLD OR DAMAGED ?
It is our recommendation that you should check all pet toys on a regular basis & dispose of any showing signs of wear. No toy is indestructible & all will degrade with time & use. Pets should be monitored while playing. Attention should be paid to the type of toy & what its intended use is.
HOW DO I KNOW WHAT SIZE TO PURCHASE ?
Most manufacturers will offer recommendations around the correct sizing of items. It is ultimately your responsibility to ensure the correct sizing is purchased. If unsure, we recommend upsizing to the next size. You may also wish to refer to our handy sizing chart.
