Effective Date: October 3, 2026
This shipping policy applies to all orders placed on the official e-commerce platform of PET SITTERS NELSON LIMITED, accessible via www.nelsonpet.com. We are dedicated to delivering our full range of pet accessories to every customer, to help pets gear up for coastal walks, backyard adventures and snuggly nights with their favourite four-legged companions. All details outlined below are designed to keep you fully informed about our shipping workflows, timeline estimates, fees and service guarantees. For any shipping-related enquiries, you may reach out to our customer support team at any time via contact email hexk@nelsonpet.com, physical address Care of Wendy Mackay, 177 Appleby Highway, Rd 1, Richmond, 7081, or contact phone number +64 3 544 4341.
1. Order Processing Timeline
All orders received on www.nelsonpet.com will enter our dedicated processing workflow within 1 business day after successful payment confirmation. Our warehouse team will conduct a full quality check on every selected product from our latest pet accessories collection or our most loved pet gear range before packing, to ensure every item you receive is in perfect, unused condition with all original tags and protective packaging intact. Orders placed on weekends or New Zealand public holidays will be processed on the next following business day. You will receive an automated order confirmation email immediately after your payment goes through, and a separate shipment notification email with a unique tracking link as soon as your parcel leaves our Richmond warehouse.
We prioritize careful packing for every order, using pet-safe, eco-friendly cushioning materials to protect all accessories from scratches, deformation or damage during transit, so that the thoughtful, lovely picks your pet will instantly fall in love with arrive at your door in pristine condition.
2. Shipping Coverage and Delivery Timelines
We currently offer door-to-door shipping services across all regions of New Zealand, with transparent delivery timeline estimates based on your location:
- For all urban zones across the South Island including Nelson, Richmond, Christchurch and Dunedin, standard delivery takes 2 to 4 business days after the order is dispatched.
- For urban zones across the North Island including Wellington, Auckland and Hamilton, standard delivery takes 3 to 5 business days after the order is dispatched.
- For all rural addresses across New Zealand, delivery may take an extra 1 to 2 business days beyond the standard timeline for corresponding island zones, due to longer local courier route schedules.
- For remote offshore New Zealand island destinations, please contact our support team in advance to confirm the exact delivery timeline and availability before placing your order.
These timelines are estimated based on normal courier operation conditions. Minor delays may occur during peak shopping seasons, extreme local weather events, or public holiday periods, and our team will send you proactive updates via email if any unexpected delay affects your shipment.
3. Shipping Fee and Free Shipping Threshold
Our shipping fee structure is simple and transparent with no hidden surcharges:
- A flat standard shipping rate of NZD 4.99 applies for all orders with a total value under NZD 79, for all eligible New Zealand delivery addresses.
- All orders with a subtotal of NZD 79 or above automatically qualify for completely free standard shipping across New Zealand, no extra codes or requirements needed. This free shipping threshold applies to every product in our collection, from our latest pet accessories new arrivals to the tried-and-true favourite accessories that make every pet’s day so much brighter.
- If you require express shipping service, you may select this option at checkout for a flat NZD 9.99 surcharge, and your order will be prioritized for dispatch on the same business day, with guaranteed 1 to 2 business day delivery to all urban New Zealand addresses.
4. Shipment Tracking and Delivery Issues
Once your order is dispatched, the shipment notification email we send you will include a live tracking link that you can click to check the real-time status of your parcel at any time. If the tracking status shows your parcel has been marked as delivered but you have not received it, please first check around your property, with your neighbours, or at your local postal depot, then contact our support team within 7 calendar days so we can initiate an investigation with our courier partner immediately.
If your parcel arrives with visible damage, or any ordered items are missing from the package, please take clear photos of the outer packaging and the contents inside, and send these to our support team within 3 calendar days of receiving the parcel. We will arrange a free replacement or full store credit based on your preference, no extra return action required on your part.
We do not take responsibility for failed deliveries caused by you providing an incorrect or incomplete delivery address, or no one being available to receive the parcel at the provided address after multiple courier delivery attempts. In such cases, you will be responsible for any additional redelivery fees charged by our courier partner. If you have any questions about our shipping terms, feel free to contact our team anytime for assistance.