Petstock logo
Terms and Conditions


The information contained in this website and application is believed to be accurate and current. However, it is provided in good faith on an "as is" basis. References to ‘website’ include the following (as appropriate):, or any other site, services (including web-services), software, application or media managed by Petstock PTY LTD. Your use of the PETstock website constitutes your acceptance of these Terms & Conditions.

No representation or warranty as to the reliability, accuracy or completeness of the information contained on this website is made by PETstock PTY LTD or directors, officers or employees. In addition to this they do not accept any responsibility arising in any way (including negligence) for errors in, or omissions from, the information in this website. Illustrations, photos and packaging are only a representation of the products advertised, variations may occur from store to store. All products were available at time of publication, Petstock PTY LTD will not be responsible for the lack of stock due to supplier problems. Petstock PTY LTD reserves the right to limit purchases to normal retail quantities.


The Website together with the Affiliated Websites are owned and operated by PETstock PTY LTD. You acknowledge that by accessing and using the Website you agree to be bound by the following terms and conditions (Terms). Please read these Terms carefully. If you do not accept these Terms, please refrain from using the Website.

We reserve the right to change these Terms at any time. By continuing to use the Website and Affiliated Websites, you agree to be bound by the amended terms of use. You should check from time to time to see if the Terms have changed.

  1. Intended Meanings for Certain Words
    In these Terms, the following words have the meanings set out as follows:
  • “Affiliated Website” means any website (other than this Website) containing content owned and operated by PETstock PTY LTD.
  • "Content" means any software, data, information, pictures, graphics and other materials published or made available on the website, including all third party content and user generated content.
  • "Member" means a user that has completed our registration process and created an account.
  • "Product" means the goods and / or services being offered by us and promoted through the Website or Affiliated Website.
  • “Product Information” means the specific information relating to a Product as set out on the Product Page.
  • “Product Page” means the relevant page of the Website or Affiliated Website on which a specific Product is promoted.
  • “Product Order” means your Request or that part of your Request we confirm as acceptable.
  • “Request” means the order placed by you for the relevant Products in the Shopping Cart.
  • “Third Party Information” means information other than Product Information on the Website or Affiliated Website including certain data, news, research, statistics stories, photographs, opinions and information.
  • "User" means any user of the Website.
  • “We", "us", "our" and “PETstock” are a reference to PETstock PTY LTD.
  • “Website” means this website PETstock.
  • “You" and "your" are a reference to you.
  1. Functionality
    In order to access some of the features of the Website and Affiliated Websites you will need to become a Member. When creating an account you must provide accurate and complete information.

  2. Intellectual Property

  • You acknowledge that any content displayed or made available through the Website is our exclusive property or used and /or displayed by us with the express permission of owner. No Content may be reproduced, published or transmitted without our prior written consent. Copyright, trade mark or other intellectual property right infringement may result in civil and/or criminal penalties.
  • "PETstock" are our trade marks. All rights in respect of these trademarks are hereby expressly reserved. Unless otherwise indicated, all other trademarks appearing on the Website are the property of their respective owners.
  1. Privacy and Personal Information
    Please refer to the Privacy Policy for further conditions relating to your personal information, what we collect and how it may be used. By continuing to use this Website you agree to the terms of such Privacy Policy.

  2. Liability
    You agree and acknowledge that where the Website or Affiliated Website sets out Third Party Information, then this Third Party Information is being made available by us as a free service. While we will not knowingly provide incorrect information we may not be able to verify all Third Party Information on the Website or Affiliated Website, and so you should not rely on it without first making your own enquiries. We do not guarantee or certify the accuracy of the Third Party Information. Any reliance on the information is at your own risk.

  3. Severability
    If any portion of these Terms is deemed to be invalid, illegal or unenforceable the remaining provisions shall remain in full force and effect.

  4. Law
    These Terms are governed by and will be construed in accordance with the laws of New Zealand and you submit to the jurisdiction of the courts of New Zealand.

  5. Contact
    If you have any questions or concerns in relation to the Website, Affiliated Websites or these Terms please Contact Us.


Registration is completely optional. When you register you consent and agree to receive marketing information, offers and special discounts from PETstock. Registration may include submitting your name, email address, address, telephone numbers, options on how you wish to receive updates and promotional material and other information. You may access this information at any time by logging in and going to your account.


Any order placed with Petstock PTY LTD using the online store website is an offer by you to purchase a particular product for the specified price (including the delivery, tax and other charges) at the time of the order and under these Terms and Conditions. Petstock PTY LTD retains the right to reject your offer of purchase for any reason. These may include but will not be limited to the unavailability of any product, error in your order, or an error in the product description, error in price or purchasing items in a bulk quantity that Petstock PTY LTD may deem to be intended for commercial on-sale. Petstock PTY LTD will confirm your order within 2 business days of your order request.


Autoship discount only applies to the items available for Autoship. The Autoship discount amount is a percentage of the RRP of the product selected as indicated on the specific product page. The price you commit to on your Autoship may change in line with product price changes on the day your Autoship order is processed.

One off Items added to your Autoship will be charged at the advertised price at the time your Autoship is processed.

Customers must be registered with an online account at in order to place and manage an Autoship Delivery.

Autoship orders are processed via credit card or PayPal only.

No changes can be made to an Autoship that has already been dispatched. Alterations and/or Cancellations must be processed a minimum of 3 days prior to next scheduled dispatch. Alterations and/or Cancellations made with less than 3 days notice will be applied as of the following dispatch.

Autoship orders will be dispatched from our store on the Shipment date as specified in My Auto Shipments and then handed to a 3rd party carrier for delivery. Delivery may take 2-5 days to reach your destination.

It is the responsibility of the customer to maintain current and up to date payment details for active Autoshipments via the My Account section at

The Autoship discount is not in conjunction with any other offer including but not limited to price matches, promotional codes and Petstock rewards.

Shipping is calculated on Autoship Deliveries in accordance with Petstock’s Shipping & Delivery Policy

Petstock's Terms & Conditions and Returns and Exchanges policies apply to all Autoship Delivery orders.

Smart Price Guarantee

Terms and Conditions

  • Petstock reserves the right to refuse a smart price request if price falls below cost. Smart Price's are at our sole discretion.
  • For a Smart Price to take place the customer must be a member of our Petstock Rewards program.
  • A competitors publically advertised price must be produced by the customer to the Petstock team.
  • The products must be an identical product that is in stock in the quantity requested and available for sale by both the competitor and Petstock at the time of quoting (i.e. no backorders or rainchecks).
  • The product must be new and identical: including brand, model, year of manufacture and colour. Identical is defined by: same brand, model, year of manufacture, colour, size, flavour, variety and quality.
  • Smart price requests will not be considered retrospectively after an order has been placed or purchase completed with Petstock.
  • The competitor’s price must include all associated costs, including GST & taxes, delivery, freight, fees and charges.
  • The competitor’s product must include any bonus offers or accessories offered by Petstock.
  • Excludes any competitor’s cash back offers and reproductions (e.g. photocopies, print outs etc.)
  • Petstock will not smart price against Marketplaces or Independant sellers.
  • Our Customer Experience team will aim to get to your smart price request within 24 hours. However, in busy periods the response time may be slightly delayed.
  • Smart Price's do not automatically apply to future transactions.
  • Smart Price's do not apply to the Auto-Ship service.

Privacy Policy

At Petstock, we are committed to offering our customers convenience, service and product availability at competitive prices, whether at your local Petstock store or online at

Product availability and pricing of some products may vary between your local Petstock store and due to varying customer offers. From time to time may run 'online only' offers which may vary from your local Petstock store advertising.

Prices displayed online are current at the time of issue, but may change at any time and are subject to availability. Prices and availability of items are subject to change without notice.


All products are covered by statutory warranties, namely we warrant the products we sell to you are free from defects in workmanship and materials; of merchantable quality; fit for the purpose for which they were made and will match the description contained in our online catalogue or any sample provided to you. All products will meet these statutory requirements for at least three months from the date of purchase unless the product is covered by an extended warranty.

Statutory and extended warranties (if applicable) will not apply where you have caused the products to become damaged.

Examples of occasions where the warranties and additional promises (if applicable) will not apply are:

  • Where you have mistreated or abused the products (whether intentionally or unintentionally); or
  • Damaged the products as a result of using them in a way they were not intended to be used.

We recommend that you refer to the online catalogue and packaging instructions for further information about the intended purpose for which a product was made.

We reserve the right to test or assess any product returned to us in order to determine whether a breach of warranty has occurred.

Shipping and Delivery

Orders are dispatched from one of our store dispatch locations within 2 business days where stock is available. Shipping times are estimated at between 3-7 business days depending on your location within New Zealand. During sale periods, order processing and delivery times may be extended due to an increase in demand.

Free Standard Shipping

Free Standard Shipping is not applicable on large or bulky items such as fish tanks, cat scratchers, kennels and coops.

The total value of the cart is calculated after all other discounts, promotions and special offers have been applied.

May not be valid with any other discount or offer. Terms and conditions of this offer are subject to change at the sole discretion of Petstock.

Shipping Destinations

Petstock Pty Ltd ships goods to both South Island & North Island New Zealand; however at this time we do NOT accept international orders through our website. Please contact us on 1800 13 PETS to enquire about a special order for deliveries outside of our specified areas.

Returning a Product for a Refund

We want you to be completely satisfied with every item that you purchase from We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the New Zealand Consumer Law.

When to return a product?

You are entitled to a refund, replacement or credit from Petstock when an item purchased fails to meet one of the consumer guarantees as per the New Zealand Consumer Law , i.e. the product:

Is faulty or of unacceptable quality
Does not match the description or sample
Is unfit for the intended purpose (i.e. does not do what it is meant to do)
Is not delivered in a reasonable time frame
And proof or purchase must be provided (proof of purchase details are outlined above)
This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods).

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, member's club transaction history or online purchase transaction history.

Petstock will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:

Be returned within 28 days of purchase
Be in a re-saleable condition (original condition)
The unwanted product must be returned to us either via post or in person to one of our stores. PETstock Online treats all ‘change of mind' transactions as a refund; you are then able to place another order in your own time for a replacement product from our online store. If you wish to exchange your change of mind item, it must be directly returned to a PETstock store.

How do I return a product purchased online?

Items purchased from our online store can be returned via post to our Online Warehouse or in person at any of our Petstock stores nationally.

If you would like to post the item back to our Online Warehouse, please contact our Petstock Online customer service team to assist with organising the best method of shipping for your return or exchange, on

Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item, change of mind etc).

Who pays for the return of my purchase?

Petstock will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the New Zealand Consumer Law (see ‘When to return a product' above), provided they are returned to us using the recommended shipping method (as discussed with a Petstock Online customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

For any ‘change of mind' returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment.

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. Petstock cannot be responsible for any items damaged or lost during return transit.

How long will my refund take?

Please allow 7 business days for the return to be processed after your item arrives at our Online Warehouse.

Can I return my purchase to a Petstock store?

Online purchases can also be returned to any Petstock store, nationwide. A copy of your proof of purchase is required to complete the transaction. Please note any ‘change of mind' returns or exchanges will be processed at the discretion of the store, which may choose to either offer a refund or exchange your item.

Need to return an item now? Click here to send an email to

Repairs under Manufacturer's Warranties

There may be circumstances where you have a problem with a product however it does not amount to a breach of a statutory warranty provided by us i.e. you are not entitled to a refund from us. In those circumstances, however, the product may have come with a warranty from the manufacturer.

Where your purchase of the product has been sold with a warranty from the product manufacturer, the warranty will typically grant you a right to have the product repaired (rather than entitle you to a refund) if defects arise falling within the scope of the warranty.

Some Manufacturer's use external Service Agents to repair faulty or damaged products. Where applicable, the item will need to be sent away for repair. Please contact us for manufacturer's contact details.

We recommend you firstly phone the relevant manufacturer if you experience any difficulties operating a product.


Use of this website is restricted to those aged over 18 and those able to enter into a legally binding contract.


The prices displayed on this website include 15% Goods and Services Tax (GST). The PETstock PTY LTD website has been intended for use by New Zealand residents only.

Limitation of liability

Any direct, indirect, incidental, special or consequential damages as a result of use or misuse of the website will not be the responsibility of Petstock PTY LTD. Petstock PTY LTD will also not be liable for the costs resulting in further purchases as a result of the initial purchase, the cost of obtaining substitute products. In addition to these, messages received, transactions entered into through the website or as a result of unauthorised access to your information contained on this website will be in no way the responsibility of Petstock PTY LTD.

Where an Act of Parliament suggests any term, condition or warranty in the Terms and Conditions and does not allow for provisions in a contract for exclusion of liability, the liability of Petstock PTY LTD will be limited. If the breach relates to a good purchased Petstock PTY LTD may choose to replace the goods or supply the equivalent goods, repair the goods, pay the cost of replacing the goods or of acquiring equivalent goods or payment of the repair costs for the goods. If the breach relates to services provides Petstock PTY LTD may choose to supply the services again or pay the cost of having the service supplied again.

Security Policy

When purchasing from Petstock your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact our customer support centre on 1800 13 PETS.

Gift Cards

Gift Card Redemption & Exclusions


Except for the exclusions listed in paragraph 1.2 (Exclusions) below, once loaded with value your Gift Card may be redeemed for purchases at all PETstock stores.


The following are the exclusions applicable to the redemption of your Gift Card:

  • all purchases made via phone, facsimile, or email
  • payment of store accounts
  • Gift Cards cannot be used to purchase Gift Cards or other tender;

How to load value onto your Gift Card

In store Gift Card purchases

  • Present the Gift Card to our point of sale Team Member.
  • Nominate the value you wish to be loaded on the Gift Card.
  • A minimum of $10.00 and a maximum of $1000.00 can be loaded on each Gift Card.

Online Gift Card purchases

  • Nominate the value you wish to be loaded on the Gift Card.
  • A minimum of $10.00 and a maximum of $1000.00 can be loaded on each Gift Card.
  • Add the Gift Card to your cart and proceed to checkout.
  • Pay for your Gift Card value with the tender of your choice (other than a Gift Card).
  • The transaction will be completed when the Gift Card is activated and loaded with value.
  • There may be a delay with the Gift Card activating in the system once loaded.
  • During this delay, the Gift Card cannot be used for purchases or transaction enquiries.
  • Except if expressly stated by us in the case of special promotions, you will not be awarded any PETstock loyalty points when you purchase a Gift Card.

Using your Gift Card

Making a purchase in-store with your Gift Card

  • Present your Gift Card at the point of sale at a PETstock store with the merchandise that you wish to purchase using that Gift Card.
  • The transaction will be completed when the balance has reduced on your Gift Card.
  • No change will be given for any Remaining Gift Card Value.
  • The Remaining Gift Card Value may be used in whole or part against future purchases.
  • You agree that we can reduce the Remaining Gift Card Value by the value of all purchases of goods and services that are authorised by you.
  • Transactions are authorised by you via the following methods:
    1. allowing an operator or other person to do so, at the point of sale; or
    2. giving us details of the Gift Card and authorising the transaction in some other way approved by us.
  • When you authorise a transaction:
    1. you are confirming that the transaction correctly represents the purchase price of the goods or services obtained; and
    2. you are agreeing to pay the amount of that transaction by the reduction of the Remaining Gift Card Value.

Making a purchase online with your Gift Card

  • Add merchandise to your cart that you wish to purchase using that Gift Card.
  • Proceed to checkout, enter your 11-digit gift card barcode in the Promo code field and click the Apply button.
  • The transaction will be completed when the balance has reduced on your Gift Card.
  • The Gift Card Value must be used in a single online transaction.
  • Any Remaining Gift Card Value at the completion of the transaction will become the property of PETstock.
  • No change will be given for any Remaining Gift Card Value.
  • Transactions are authorised by you via the following methods:
    1. entering your 11-digit gift card barcode, agreeing to the Terms and Conditions and completing purchase.
  • When you authorise a transaction:
    1. you are confirming that the transaction correctly represents the purchase price of the goods or services obtained; and
    2. you are agreeing to pay the amount of that transaction by the reduction of the Remaining Gift Card Value.

Purchases exceeding the Remaining Gift Card Value

Your Gift Card may only be used to make purchases up to the initial Gift Card value or the Remaining Gift Card Value. If you wish to make a purchase for an amount that exceeds the Gift Card value or the Remaining Gift Card Value, you must pay the excess using another payment method.

Exchanging items purchased with a Gift Card

Goods that are purchased solely, or in part with a Gift Card may be exchanged or returned subject to PETstock’s exchange and returns policy.

Issue with goods or services purchased with a Gift Card

If you have an issue with any goods or services that you purchased with a Gift Card you should contact the PETstock store where the purchase was made.

No cash advances

Gift Cards are not legal tender, account cards, credit or debit cards or securities. You cannot obtain any cash advance with your Gift Card, redeem your Gift Card for cash or receive any portion of the Remaining Gift Card Value in cash.

Checking your Gift Card balance and transaction history

You will not be sent statements of transactions on a Gift Card. You can check your Gift Card balance at any time in-store, or by calling 1800 13 PETS.

Can I exchange my Gift Card?

You cannot exchange your Gift Card for a different denomination or type of Gift Card or for another tender, cash or discount.

Can I purchase a gift card using a gift card?

Gift Cards cannot be used to purchase another gift card.

Destruction of Gift Card with no value

All Gift Cards remain the property of PETstock. If the Remaining Gift Card Value is zero your Gift Card cannot be reloaded. Our point of sale operator may destroy your expended Gift Card or you must destroy it by cutting it in half diagonally.

Expiry, cancellation and re-issue of Gift Cards

Expiry of Gift Cards

As of April 2018 PETstock Gift Cards are not subject to an expiry period and remain valid for use until the balance of the card has been expended. Gift Cards purchased prior to April 2018 remain subject to the 12 month expiry period set upon the original issue of the gift card.

Cancellation and voiding of Gift Cards

Gift Cards cannot be cancelled once they are issued except if voided by PETstock, or if their value is used.
We reserve the right to void any Gift Card that appears to have been defaced, mutilated, altered or tampered with in any way and PETstock may subject Gift Cards to a verification process.
We reserve the right to cancel any Gift Card, or the Gift Card program, for any reason at any time without notice. In such instances (except those set out in paragraph b) we will elect to provide a refund or a replacement Gift Card.
We reserve the right to correct the balance of your Gift Card if we believe that a clerical or accounting error has occurred.

Re-issue of faulty or damaged Gift Cards

A re-issue of faulty or damaged Gift Cards is not available unless the fault or damage to the Gift Card is proven to be a result of the production process or otherwise due to the fault of us or our agents or contractors.

Lost or stolen Gift Cards

Treat your Gift Card like cash. Lost or stolen Gift Cards will not be replaced or refunded. The bearer of the Gift Card will be taken to be the owner of the Gift Card.

Your Gift Card, your responsibility

You are responsible for the use and safety of your Gift Card. You are liable for all transactions on your Gift Card, except to the extent to which there has been fraud or negligence by us.

Changes to Terms and Conditions of Use

We reserve the right to change any of the terms contained in these Terms and Conditions of Use at any time where the change is required for any reason and agree to provide you with at least 30 days notice of such changes. We will give you notice by posting the changes on

Privacy and confidentiality

Our Privacy and Security Notice explains how we handle the personal information that we may collect from you with respect to Gift Cards. A copy of the PETstock Pty Ltd Privacy Policy is available at It is important that you read and understand both the Privacy and Security Notice and the Privacy Policy.

Errors and complaints

If you have reason to believe that an error has occurred in relation to your Gift Card, you should call 1800 13 PETS.

Limitation of liability

You have certain rights under the New Zealand consumer legislation which cannot be excluded and are not affected by these terms and conditions. Except for those statutory rights, any conditions implied by any other laws are excluded from these Terms and Conditions of use. To the maximum extent permitted by law, we will not be liable to you for any loss or damage (whether direct, indirect or consequential) howsoever caused, nor will we be in default under these Terms and Conditions of Use, for failure to observe or perform any of our obligations under these Terms of Use for any reason or cause except if caused by our gross negligence. To the extent permitted by law, if we are liable to you, our maximum aggregate liability to you is limited to the Remaining Gift Card Value on your Gift Card.

Applicable law

These Terms and Conditions of Use are to be construed and enforced in accordance with the laws of New Zealand. Any dispute in connection with a Gift Card is exclusively subject to the jurisdiction of the courts of New Zealand.