FAQ
Everything customers usually want to know before they order. If yours isn't here, email our customer service team and we'll answer it.
Delivery
How long until my order arrives?
Roughly 12 to 20 business days all up. That breaks down as 2 to 3 days for us to process your order, then 10 to 17 days in transit, which covers international shipping, customs clearance and delivery to your door. Full detail is in our Shipping Policy.
Is shipping really free?
Yes. Free tracked shipping on every New Zealand order, no minimum spend, no rural surcharge.
Do you ship overseas?
Not yet. New Zealand addresses only.
How do I track my order?
You'll get a tracking number by email once your order is dispatched. 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.
About us
Where is Paw Harbour based?
We're a New Zealand online store based in Christchurch, shipping pet gear nationwide. Paw Harbour offers a wide range of high quality selected products with shipping available within New Zealand.
Do you have a shop I can visit?
No. Online only. No retail space and no shop staff means better prices for you.
Problems and returns
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. See our Refund Policy.
What's 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.
Can I cancel my order?
Within 24 hours of placing it, yes. To cancel your order within the timeframe, simply email our customer service team as soon as possible.
How do exchanges work?
Email us and we'll sort it. Bear in mind an exchange ships from scratch, so the full delivery window starts over. A refund plus a new order is often faster. For further detail visit our Refund Policy.
What if my item develops a fault?
If an item is faulty or damaged within 30 days of delivery, email us photos and we'll replace it or refund you. For further details visit our Refund Policy.