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Effective Date: September 4, 2026
This Shipping Policy governs all order delivery, shipping timeline, logistics tracking, and delivery related services for all purchases made on the official website of PETPRO LIMITED, accessible at www.petpronz.com. As a pet accessory brand trusted by over 100,000 pet parents worldwide since 2021, we design and manufacture a full range of safe, non-toxic, durable pet supplies including grooming gloves, pet hair brushes, interactive dog and cat toys, feeding gear and travel-friendly pet accessories. We are committed to delivering your curated pet gear order to your doorstep in a safe, timely and transparent manner, and all terms outlined in this policy apply to every customer that completes a purchase on our platform. By placing an order on our website, you fully acknowledge and agree to all the shipping rules and terms detailed below.
1. Order Processing Timeline
All confirmed paid orders will be processed and prepared for shipment within 1 to 2 business days, excluding weekends and official public holidays observed in New Zealand. Our dedicated warehouse team located at 11 Botha Road, Penrose, Auckland 1061, New Zealand will conduct a double inspection of every item in your order before packaging, to ensure all products are brand new, free of manufacturing defects, and match exactly the items you selected during checkout. We pack every pet accessory with protective shock-absorbent wrapping to avoid damage during long-distance transit, and include a small usage guide card with grooming, cleaning and safety tips for your new pet gear.
You will receive an order confirmation email immediately after your payment is successfully verified, and once your parcel is handed over to our partnered logistics courier, we will send you a dedicated unique tracking link to your registered email address, so you can monitor the full real-time status of your shipment from our warehouse to your delivery location. No order processing will start before full payment is confirmed, and we will contact you via your provided phone number or email within 24 hours if there are any stock shortages for items in your order, to discuss your preferred options including product substitution or order part-shipment.
2. Standard Shipping Timelines By Region
We offer consistent, clearly communicated standard shipping services for customers across major global regions, with reliable delivery timelines that are pre-tested by our long-term cooperation logistics partners:
- For shipping addresses located in the United States and the United Kingdom, standard delivery takes 3 to 7 working days after the parcel leaves our warehouse. This timeline does not include occasional short delays caused by local customs inspection or regional public holiday peak season surges.
- For shipping addresses located in Australia, New Zealand, and other Oceania regions, standard delivery takes 2 to 5 working days after shipment, with priority dispatch for all local orders.
- For shipping addresses located in most European Union member countries, Canada and Singapore, standard delivery takes 4 to 9 working days after the parcel departs our New Zealand warehouse.
- For shipping addresses in other regions not listed above, the estimated standard shipping timeline is 7 to 14 working days, and our customer support team will provide you with a region-specific estimated delivery window once you submit your full shipping address during checkout.
All standard shipping services include full real-time tracking that you can access through the tracking link we send you after shipment, and every parcel is protected with basic transit damage insurance at no extra cost to you. Our standard shipping fee is automatically calculated and displayed during checkout based on the weight of your ordered pet accessories and your delivery region, and all orders with a total value over €79 qualify for free standard shipping to US, UK, Australia and New Zealand addresses.
3. Expedited Express Shipping Option
For customers who need their selected pet gear, such as our teething relief rubber ring puppy toy or our heavy duty deshedding glove for thick coated large dog breeds, as soon as possible, we offer a paid expedited express shipping service for all eligible regions. If you select this service during checkout, your order will be prioritized for processing and dispatch, with delivery to US, UK, EU, Australian and New Zealand addresses completed within 1 to 3 working days after shipment. The corresponding expedited shipping fee will be clearly displayed at checkout before you confirm your payment.
All expedited shipments come with full signature-on-delivery service, and priority customs clearance support from our logistics partners to minimize any possible delays. For customers who choose expedited shipping, you will still receive the full tracking link via email once the parcel is dispatched, allowing you to follow every step of your fast delivery.
4. Delivery Rules and Responsibility Notes
To ensure your parcel can be delivered smoothly and safely, please fill in a complete, accurate and detailed shipping address, along with a valid local contact phone number during the checkout process. Our courier will arrange a first attempt delivery to the address you provided, and if no one is available to sign for the parcel at the time of delivery, the courier will leave a delivery notice card at your premises, and hold the parcel at the nearest local pickup point for 5 working days for you to collect it at your convenience.
PETPRO LIMITED is not responsible for failed deliveries caused by you providing an incorrect, incomplete or outdated shipping address, or you failing to collect the parcel within the courier’s designated holding period. In these scenarios, if the parcel is returned back to our warehouse, you will be required to cover the cost of the second re-shipping fee if you request a new delivery. For deliveries to remote island areas, restricted postal zones or areas that are not covered by our standard courier network, our support team will contact you before order processing to inform you of any additional remote area surcharges, and confirm your consent before proceeding with shipment.
All parcels are handed over to the courier in perfect undamaged condition after our warehouse final inspection. If you notice that the outer packaging of your parcel is visibly damaged when receiving it, please sign for the parcel after marking the damage record on the courier delivery note, and contact our support team within 48 hours with photos of the damaged packaging and the items inside, so we can assist you to file a transit damage claim or arrange a free replacement for the affected product.
5. Shipment Issues and Exception Handling
In very rare scenarios, unexpected shipping exceptions may occur, and we have clear processes in place to resolve these issues fairly and quickly:
- If your tracking link shows that your parcel has been lost in transit and cannot be located after a full 14-day official investigation with our logistics partner, we will first offer you a free re-shipment of all items in your original order, or process a full refund for the lost items if you prefer, with no extra cost required on your side.
- If your delivery is delayed for more than 7 working days beyond the estimated standard shipping timeline for your region, you can contact our support team, and we will coordinate directly with the logistics provider to find the cause of the delay and give you a full update on your parcel status within 24 hours.
- For international orders, customers are responsible for complying with all local import rules and regulations of their delivery country. Any applicable customs duties, import taxes or processing fees that are levied by your local government authority are to be paid by the customer, and we will clearly mark the product value on the customs declaration form according to your reasonable request before shipment.
6. Contact Information
If you have any questions about shipping timelines, delivery status tracking, fee calculation, or any other content related to this Shipping Policy, you can reach our dedicated logistics support team through the following channels:
- Email: xyrvok@petpronz.com
- Phone: +64 9 888 9290
- Postal Address: PETPRO LIMITED, 11 Botha Road, Penrose, Auckland 1061, New Zealand