Frequently Asked Questions

No problem at all! Click Sign Up at the top of our website, then click “Forgot your Password?” directly underneath the sign in form. Enter your email address and we'll send you an email with simple instructions on resetting your password.

Once you have placed your online order, a confirmation email containing your order details and receipt (Tax Invoice) will be sent straight to your nominated email address. Remember to check your junk folder and add PETstock to your approved sender list to make sure you always see emails from us.

You can also view your order history by logging into our website and visiting the My Account section.

If you have any concerns regarding your order you can contact our friendly Customer Experience Team on 0800 13 PETS (7387) – we're happy to help.

Your email confirmation will include a copy of your Tax Invoice. If you have an online account with PETstock, you can also find all your tax invoices attached to each transaction in your Order History.

Once your order has been processed you will receive an email with a live tracking code and a link to the courier partner where you can track the progress of your delivery.

Once your order has been processed you will receive an email with a live tracking code and a link to the courier partner where you can track the progress of your delivery.

Please note that all delivery times are approximate and do not take into account weekends or public holidays.

If you haven't received your order within 10 working days of ordering please call our Customer Experience Team on 0800 13 PETS (7387) or email us at [email protected] with your order number. If you're calling outside business hours, please leave us a message and we will get back to you the next business day.

We offer secure payment options via Visa, Mastercard or Paypal. We also offer the option of paying by PETstock Gift Card online.

We are happy to take your order over the phone. Call our Customer Experience Team from Mon-Fri: 8am-5pm (NZDT) on 0800 13 PETS (7387) to place your order.

Of course! Most offers featured as part of the catalogue are available online, with the exception of fresh and frozen food, live animals and some large or heavy items. If you cannot find a particular product, please call our Customer Experience Team on 0800 13 PETS (7387).

Your order is packed and sent from your nearest dispatch location – we have dispatch stores nationwide.

We allow approximately three to seven business days for your order to reach you. Delivery timeframes can vary subject to courier service.

We will always endeavour to contact you if there are any circumstances which may impact on the timely delivery of your order.

PETstock currently ships orders to mainland New Zealand only. We do not currently ship internationally.

Shipping of orders under $39 are calculated at checkout based on the delivery location New Zealand wide.

We don't charge for standard shipping on orders over $39.

Standard shipping is the next working day delivery for all North Island addresses and two working days delivery for all South Island addresses.

There are a couple more delivery options that you need to be aware of as we will charge extra for these items:

• Signature Required - $2.00 per shipment - Usually our courier drivers will leave the packages at your door step or somewhere secure that you have suggested in the checkout process. If you would rather sign for the package simply tick this option in the checkout process.

For some high value orders we will simply include this from the get-go.

• Saturday Delivery - $8.40 per shipment - If you order an item from petstock.co.nz before 3pm Friday we give you the option to get it delivered that Saturday. Saturday delivery is unfortunately not available in all areas.

Gift cards are shipped at a flat rate of $4.95 when purchased separately.

Find your nearest PETstock store via our online store locator or contact us on 0800 13 PETS (7387).

Contact our Customer Experience Team on 0800 13 PETS (7387): Mon-Fri: 8am-5pm (NZDT)

Yes, you can! Use our Click & Collect service by simply selecting your preferred store on the product page or at the checkout and completing your payment. We'll email or SMS when your order is ready for collection. Click & Collect orders are ready for pickup within 60 minutes.

In most cases, yes. Brand Cash or PETstock Dollars are automatically calculated on your purchases and added to your membership. Autoship already provides you with a great discount each time your order is processed so unfortunately you won't also earn Brand Cash on Autoship purchases. You must be logged in to collect rewards on your online purchases as your account is connected to your membership.

If your order has already been processed and dispatched it cannot be cancelled. Please refer to our refunds and returns policy for more information or contact our Customer Experience Team on 0800 13 PETS (7387): Mon-Fri: 8am-5pm (NZDT).

Yes, you can. At the checkout you will be given the option to authorise the courier to leave your package in a safe place if you are not home when it is delivered.

If your local store does not have your selected product/s you will not be able to select Click & Collect from that location. If this occurs, you will be notified which items are out of stock and be given the option of selecting an alternate store in your area or opting to have your order delivered to your home.

If our dispatch locations do not have your selected product/s in stock you will not be able to select to have your order delivered. If this occurs you will be notified which items are out of stock and be given the option to be notified when they become available, or to Click & Collect from your local store.

We are happy to exchange items in accordance with our refund and returns policy. Take your product and Online Tax Invoice into one of our stores or contact our Customer Experience Team on 0800 13 PETS (7387): Mon-Fri: 8am-5pm (NZDT) and our staff will assist with processing your exchange.

Please find your preferred location on the services page, and contact the store to book an appointment

If your order has already been processed and dispatched it cannot be altered. If you have just placed your order and realise you have made an error please contact our Customer Experience Team on 0800 13 PETS (7387): Mon-Fri: 8am-5pm (NZDT) and we will be happy to advise and assist you.

We offer Autoship on the products your Buddy needs on a regular basis – think food and flea and tick treatments.

When a product is available for Autoship you'll see it as an option when you add the product to your cart as well as during the checkout process. Just select your frequency and you're ready to go!

A PETstock member account is required to place an Autoship order – this is so you can login to track and update your orders! Joining the PETstock family is easy and free and you'll also get the benefit of our fantastic rewards program. Click here to sign up now.

The price of your Autoship item is calculated by the current retail product price on the day your order is processed. New Autoship orders that are set up during a sale period will receive the advertised sale offer on their initial delivery of the product/s and the Autoship discount on all subsequent deliveries.

Go to My Auto Shipments under your Account section to view your currently scheduled deliveries.

From here you can update the frequency of your delivery, add or remove products and update your payment details.

Absolutely! Autoship is super-flexible and you aren't locked into anything. You can pause or change delivery dates, add or remove products. You call the shots – make Autoship work for you.

We send you a reminder email 3 days before your Autoship is due to be processed. This is your chance to make any changes you might have. You can make alterations to your Autoship order right up until the day before your order is due to be processed.

When you purchase items that are eligible you will be given the option to add them to an existing Autoship. Want them at a different frequency? No problem, you can set up as many separate Autoship deliveries as you need.

Sign in to My Account and select the Credit Cards tab – you can update your payment methods here.

As part of the validation process for Autoship orders, a transaction of 1c will be charged to your credit card for a period of five days, after which time the value will be refunded in full.

Your payment details are stored securely with PETstock's payment gateway provider. At no point does PETstock have visibility of your payment details.

The reason/s for which your Autoship order has failed will be highlighted in the email you received. The most common reason may be that your payment method needs updating. Check the My Account section to see that your payment method is still valid and update if necessary. If you are not sure why your order has failed please call 0800 13 PETS (7387) : Mon-Fri: 8am-5pm (NZDT) to chat with a team member from our Customer Experience Team who will be happy to help.

Absolutely! You will be given the option to have a product just sent once, when you add products to your cart. Only enter delivery frequency information to the products you'd like to include in your Autoship order. All items in your cart will be sent out together, then as frequently as you've indicated, only on the items you've selected for Autoship.

You will receive an email from us three days before we send your Autoship order. At this point you are able to make any changes you like to your order. We'll then send you a confirmation email (Tax Invoice) once your order has been packed and is on its way to you!

Your order will be processed on the next working day.

Autoship already provides you with a great discount each time your order is processed so unfortunately you won't also earn Brand Cash on Autoship purchases. You can redeem Brand Cash as part of your payment when setting up a new Autoship order, however Brand Cash cannot be used to pay in part or full for subsequent automated deliveries on existing Autoship orders.

Autoship orders are processed via credit card or PayPal only. Afterpay and Zippay are not available on Autoship orders.

In our continued effort to improve your shopping experience with us, we have recently updated our website to provide you with better service, a more enjoyable purchasing journey and even higher standards of care.

Who does this affect?

If you have recently received an email regarding on this and updating your card details for your Autoship, the follow information applies to you.

What is happening?

As part of the improvements to our website, we've also updated the way that we store credit card details against your account, for even better security and peace of mind. Therefore, we require you to resubmit your details into our new system.

Are my details secure?

Rest assured, there is no risk to your credit card information and they are 100% secure. In fact, they are so secure, that we can't see them ourselves - which is why we need your help!

Will this affect my Autoship?

No, this will no affect your Autoship or any upcoming shipments you have with us.

What do I need to do?

Before 31/07/2022, please update your card details following the below 5 steps:

1. Sign in to your account:
2. Navigate to "Credit Cards":
3. Remove your current saved credit card:
4. Click 'Add Credit Card':
5. Enter your credit card details (even if the details are the same as your current card)... and you're done!

Should you have any further questions regarding this, please don't hesitate to reach out to our friendly Customer Experience Team.

Your order will be ready to collect within 60 minutes. We send you an email or SMS to let you know as soon as we have it ready for you in store.

If your local store does not have your selected product/s you will not be able to select Click & Collect from that location. If this occurs, you will be notified which items are out of stock and be given the option of selecting an alternate store in your area or opting to have your order delivered to your home.

Please bring along a copy of your Ready-to-Collect email/SMS as well as a form of identification, such as your driver's licence.

Sure! During the checkout process you will have the option of nominating someone else to collect your order. They will need to bring along a copy of the Ready-to-Collect email / SMS as well as a form of identification.

Click & Collect orders will be kept for seven days, from the day you place your order. After seven days your order will be automatically cancelled and a full refund will be processed within three days of cancellation. Please note due to normal banking timeframes it may take a further few days for this refund to appear on your nominated credit card or Paypal account.

PETstock Rewards is our paw-some loyalty club! It's our way of saying thanks for being a regular PETstock customer and letting us help you love your pets. PETstock Rewards is FREE to join and the rewards are fur-tastic! No complicated points system here, earn real rewards every day such as PETstock Dollars, Brand Cash and receive exclusive offers and great up-front benefits Our rewards are better than a belly rub, so why not become a member today?.

PETstock Rewards is FREE and super easy to join! Sign up via our quick sign up page and you'll be ready to start earning rewards immediately.

Simply login to your PETstock Rewards membership and select My Profile – you can update all your details from there. You can also update your details on the app or ask a team member next time you're in-store.

Fur, feathers or fins…no matter which family member you shop for, you'll earn rewards every time you purchase. PETstock Rewards members will earn $10 PETstock dollars for every $500 spent on products and services at PETstock (the only exceptions are products eligible for Brand Cash, gift cards, pet adoption and shipping.). And there will be more ways to earn rewards even faster … watch out for opportunities to earn DOUBLE and TRIPLE dollars!

Simply purchase any participating brand of premium food or flea, tick & worming treatments and you'll be rewarded with 15% Brand Cash back on the purchase price directly into your PETstock Rewards account to use on your next purchase of that brand.

Premium Food brands: Acana, Addiction, Animals Like Us, Black Hawk, Eukanuba, Feline Natural, K9 Natural, Glow, Hill's Science Diet, IAMS, Ivory Coat, New Zealand Natural Pet Food, Meow, Woof, Orijen, Primal, Pro Plan, Roam, Royal Canin, Zealandia, Ziwi Peak.

Flea, Tick and Worming treatment brands: Advantage, Advocate, Drontal, Profender, Seresto, Bravecto, Broadline, Frontline Plus, NexGard, NexGard Spectra, Capstar, Milbemax, Revolution, Simparica.

PETstock Dollars will expire three months after the month in which they were earned. Premium Food Brand Cash will also expire three months after the month in which it was earned, whilst flea, tick and worming treatment Brand Cash expires three months after the month in which it was earned for three packs and six months for six packs.

Tracking your rewards is easy! View all your available rewards by logging into your PETstock Rewards account.

Yes, and you can even redeem your PETstock Dollars and Brand Cash when products are on promotion making them even better value!

Of course! Rewards can be earned and redeemed both in-store and online.

Absolutely! In fact, PETstock Rewards members earn triple PETstock Dollars on grooming services, puppy school and level one obedience training.

Of course! PETstock Rewards members earn PETstock Dollars on vet services

Your local PETstock store will be able to assist with most of your queries regarding PETstock Rewards. Alternately, please contact [email protected] and your query will be directed to our Customer Experience Team.