Shipping Policy

Last updated: 4 Oct 2026

Paw Harbour ships pet gear to addresses across New Zealand, with free tracked shipping on every order and no minimum spend. This page explains how long delivery takes, who delivers your parcel, how tracking works, and what to do if something goes wrong.

Shipping costs

We offer free shipping on all orders within New Zealand, with no minimum order required to qualify.

Where we ship

We currently ship to addresses throughout New Zealand only, including rural delivery addresses. We don't ship to Australia or internationally at this stage.

Deliveries to the Chatham Islands, Great Barrier Island and Stewart Island may take longer than the estimates below.

Delivery timeframes

Stage	Timeframe
Order cutoff	4:00 PM NZT. Orders placed after this are processed the next business day
Order handling	2 to 3 business days
Transit time	10 to 17 business days (international shipping, customs clearance and NZ delivery)
Total estimated delivery	12 to 20 business days from the day you order

Business days are Monday to Friday, excluding New Zealand public holidays. These are estimates, not guarantees.

Carriers

Your order travels on two legs, and a single tracking number covers both:

International leg: your parcel is shipped from our supplier's warehouse to New Zealand by YunExpress, 4PX or Cainiao, depending on the product.
New Zealand leg: once your parcel clears customs and biosecurity it's handed to NZ Post (CourierPost) or Aramex for tracked delivery to your door, including rural addresses.

Your shipping email will tell you which carrier is delivering your parcel. Parcels are left in a safe place or at your door where it's safe to do so. If no one is home and there isn't a safe place, the carrier will leave a card with collection or redelivery instructions.

GST, duty and border charges

All prices shown at checkout are in New Zealand dollars (NZD) and include GST where it applies. You won't be asked to pay customs duty or additional GST when your parcel is delivered.

Biosecurity checks

New Zealand has strict biosecurity rules, and some pet products can be affected. Anything containing animal-derived material, untreated wood, plant fibre or edible treats can be inspected, held or destroyed by Biosecurity New Zealand on arrival. We screen our range to avoid this, but if a parcel is held or destroyed at the border we'll refund you in full or send a replacement, your choice.

Tracking your order

Order confirmation: you'll receive an order confirmation email as soon as your order is placed.
Shipping confirmation: within 24 hours of dispatch you'll receive a second email with your tracking number and a tracking link.
Track it: click the link in your shipping email, use the Track order link in your Paw Harbour account, or enter the number on the NZ Post or Aramex website. The same number works on both legs of the journey, and you can also paste it into 17track.net to see every scan in one place.

One thing worth knowing: tracking often shows no movement for 7 to 10 days while your parcel is in international transit. This is normal and doesn't mean anything is wrong. Updates resume once it lands in New Zealand.

If your tracking number isn't recognised 48 hours after you receive your shipping email, or hasn't updated for more than 14 days, contact us at info@pawharbour.com and we'll check on it with the carrier.

Delays

Delivery estimates can be affected by things outside our control, including customs and biosecurity processing, weather, carrier backlogs, public holidays and peak periods such as Christmas. We'll let you know if we become aware of a significant delay affecting your order, and you can always contact our customer service team for an update.

Lost, missing or damaged parcels

Parcel hasn't arrived: if your order hasn't arrived within 5 business days of the end of the estimated delivery window above (i.e. 25 business days after ordering), email us at info@pawharbour.com with your order number. We'll open an investigation with the carrier, which usually takes 5 to 10 business days. If the parcel can't be located, we'll send a free replacement or refund you in full, your choice.

Tracking says delivered but you don't have it: please check around your property, with neighbours and household members, and at any local depot or collection point noted on the tracking. If it still can't be found after 2 business days, contact us and we'll raise it with the carrier and resolve it as above.

Item missing from your order: some orders ship in more than one parcel, so check your shipping email to see whether a second parcel is on the way. If an item is genuinely missing, email us within 7 days of delivery with your order number and we'll send the missing item at no cost, or refund it if it's out of stock.

Damaged on arrival: email us within 7 days of delivery with your order number and photos of the damage and the packaging. We'll send a replacement or issue a full refund, and you won't need to return the damaged item unless we ask.

Refunds are issued to your original payment method within 3 to 5 business days of approval. See our Refund Policy for returns of unwanted or faulty items.

Wrong or incomplete addresses

Please check your delivery address carefully at checkout. If you spot a mistake, email us within 12 hours of ordering and we'll correct it if the order hasn't been dispatched. Once a parcel has shipped we can't redirect it, and parcels returned to sender due to an incorrect address may incur a reshipping cost.

Changes to this policy

We may update this policy from time to time. Any changes take effect when posted here, with a revised "last updated" date. Orders already placed are covered by the policy that applied at the time you ordered.