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
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Free shipping on all orders over $79 NZ-wide.
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We currently ship within NZ only (no international shipping yet).
Processing Times
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Orders are typically processed within 1 business days.
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You’ll receive a shipping confirmation email with tracking as soon as your parcel is picked up by the courier.
Delivery Timeframes
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Urban: usually 1-3 business days after dispatch
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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
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Check your shipping confirmation email for your tracking link and ID.
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Tracking can take up to 1 business day to activate after dispatch.
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Didn’t get an email? Please check your spam/junk folder or contact us.
Click & Collect (Silverdale)
Prefer pickup? We’ve got you.
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Pickup location: 4 Agency Lane Silverdale 0932, Auckland
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Place your order online and select Pick up (or contact us).
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We’ll email you when your order is ready to collect (bring your order number).
Address Changes
Need to update your shipping address?
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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.
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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.
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Please submit a request via our Contact Us page with your order number and clear photos of the issue.
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Our team will review and respond within 1 business day with next steps.
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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. 🐾