Frequently Asked Questions
What makes Paw Harbour different?
We're a New Zealand online pet store built around one idea: buy once, buy well. We only stock gear we'd happily use on our own pets: durable, well-made and sensibly priced. Every order ships tracked and free across New Zealand.
Where is Paw Harbour based?
We're a New Zealand online store based in Christchurch, shipping pet gear nationwide. We're online only. No retail space and no shop staff means better prices for you.
Is shipping really free?
Yes. Free tracked shipping on every New Zealand order, with no minimum spend, no rural surcharge.
How long until my order arrives?
Roughly 12–22 business days all up: 1–3 days for us to process your order, 8–15 days in international transit, then 1–6 days with a New Zealand courier depending on whether you're metro or rural. Full detail is in our Shipping Policy.
How do I track my order?
You'll get a tracking number by email within 24 hours of dispatch. Follow it on our Order Tracking page. Heads up: tracking often sits still for a week or so while your parcel is in international transit. That's normal.
What is your return policy?
30 days from delivery for change of mind, no restocking fee, provided the item is unused with its packaging and tags. Used pet products can't be returned for hygiene reasons. Full details are in our Refund Policy.
My item arrived faulty or damaged. What now?
Email us photos within 30 days of delivery and we'll replace it or refund you in full, your choice. In most cases you won't need to post anything back.
Do I pay a restocking fee?
No. We never charge restocking fees on returns.
Can I cancel my order?
Yes, within 24 hours of placing it. Just email our customer service team with your order number. After 24 hours your order has usually gone to our supplier, but you can still return it under our returns policy once it arrives.
How can I contact Paw Harbour?
Email us at info@pawharbour.com or call +64 3 669 8870, Monday to Friday, 9:00 AM – 5:00 PM (NZST). We do our best to reply within 1–2 business days.