Shipping & Delivery

At Pet Factory, we aim to get your order to you fast, safe, and hassle-free - whether you shop online or visit us in-store in Silverdale, Auckland.

NZ-Wide Shipping

  • Free shipping on all orders over $79 NZ-wide.

  • We currently ship within NZ only (no international shipping yet).

Processing Times

  • Orders are typically processed within 1 business days.

  • You’ll receive a shipping confirmation email with tracking as soon as your parcel is picked up by the courier.

Delivery Timeframes

  • Urban: usually 1-3 business days after dispatch

  • Rural & Outer Islands: usually 3-5 business days after dispatch

Delivery timeframes are estimates and may vary during peak periods or due to courier delays.

Tracking Your Order

  • Check your shipping confirmation email for your tracking link and ID.

  • Tracking can take up to 1 business day to activate after dispatch.

  • Didn’t get an email? Please check your spam/junk folder or contact us.

Click & Collect (Silverdale)

Prefer pickup? We’ve got you.

  • Pickup location: 4 Agency Lane Silverdale 0932, Auckland

  • Place your order online and select Pick up (or contact us).

  • We’ll email you when your order is ready to collect (bring your order number).

Address Changes

Need to update your shipping address?

  • If your order hasn’t shipped yet, email support@petfactory.co.nz with your order number + new address and we’ll update it for you.

  • If it has shipped, we’ll do our best to assist with a courier redirect (not guaranteed).

Damaged or Incorrect Items

We’re here to help-fast.

  • Please submit a request via our Contact Us page with your order number and clear photos of the issue.

  • Our team will review and respond within 1 business day with next steps.

  • For more info, see our Returns & Refunds policy.

Public Holidays & Peak Periods

During sale events, public holidays, or peak seasons, processing and delivery may take a little longer. We’ll keep you updated via email.

 

Your pet’s happiness is our priority-thanks for shopping local with Pet Factory. 🐾