PawPicks Help

Browse our website, add your favourite items to the cart, and proceed to checkout. You'll receive an order confirmation email once your payment is completed.

If your order hasn’t shipped yet, contact us as soon as possible. We'll do our best to make any changes before dispatch.

No account is required, but register an account allows you to track orders, save information, and reorder faster.

Yes! If you find the exact same product at a lower price from an authorised New Zealand retailer, we’ll match it.
To be eligible for a price match, the product must be:

• Identical in brand, model, and specifications
• In stock and available for immediate purchase
• Sold by a New Zealand-based retailer with a physical or online store
• Not part of a clearance, liquidation, or limited-time promotion (e.g. daily deals, members-only offers)
• Not subject to subscription pricing, auto-delivery pricing or member-only offers

To request a price match, simply contact us with a link or proof of the competitor's offer before you place your order. Price matches cannot be applied retroactively after purchase.

We are currently shipping across New Zealand (North and South Islands).

• Standard Shipping is free for orders over $79.
• Orders under $79 NZD will incur a flat shipping fee of $6.90.

Orders are processed in 1–2 business days.

Delivery usually takes 2–3 business days, depending on your location.

• We offer same-day Express delivery in eligible Auckland suburbs.
• North Island: 1–2 business days
• South Island: 2–3 business days
• Rural delivery: +1 additional business day

We offer same-day Express delivery in eligible Auckland suburbs.

• Delivery Time: Between 4:00 PM – 10:00 PM
• Availability: Monday to Saturday(excludes public holidays)
• Cost: $13.99 flat fee for orders under $79
• FREE for orders $79 or more
• Order cut-off time: Place your order by 3:00 PM for same-day delivery.
  Orders placed after 3:00 PM will be delivered the next business day during the same time window.
• Eligible Areas: Evening Express is available to customers within approximately 20 km of Central Auckland.
  We currently deliver to a select range of suburbs, including (but not limited to):
  Westgate, Albany, Long Bay, Karaka.
• We reserve the right to cancel Evening Express deliveries for addresses outside our supported area. In such cases, your order will be sent via standard shipping.

If you're unsure whether your address is eligible, please contact us before placing your order.

Yes! A tracking link will be emailed to you once your order ships from the warehouse, or you can log in your account to check the order status.

We accept Visa, MasterCard, American Express, UnionPay and ApplePay.

Yes! We use SSL encryption and trusted payment gateways to keep your info safe.

We sincerely apologise if that happens! Please contact us within 14 days of receiving your order, and we’ll make it right and try our best to meet your satisfaction.

Yes — we offer a 14-day change of mind return policy. If you’re not completely satisfied with your purchase, you may return it within 14 days of receiving your order, provided that:

• The item is unused, unopened, and in its original packaging
• The product is in resalable condition
• You provide proof of purchase
  

Please note: For hygiene and safety reasons, we do not accept returns on the following items once they have been opened or used:

• Pet grooming products
• Litter, supplements, and consumables
• Items that come into direct contact with pets (e.g. bedding, toys) if opened

Shipping costs for change of mind returns are the responsibility of the customer unless the product is faulty.

Once your return is received and inspected, we will notify you of the result. Approved refunds will be processed to your original payment method within 10 business days.

Yes! You can add a gift message at checkout. Gift wrapping is available on select items.

Reach us anytime at shop@pawpicks.co.nz

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