Frequently Asked Questions

If you don’t find the answer you are looking for, please email sales@petfoodclub.co.z or call 0800 300 366. We’ll be happy to help.

1. Membership & Subscription

There are two ways of creating an account;

  1. Select the products you wish to purchase and proceed to checkout. At checkout, complete the registration form by recording name, contact details, billing/shipping address, account password and payment information.
  2. Click on the Sign-in icon on top righthand corner of the home page to register using your email address and creating a password. Contract details, billing/shipping address and payment information will be required on completion of the first order.

Membership is 100% free.

  1. Choose your pet’s favorite food, treats, toiletries and other items (i.e. create a subscription order)
  2. Set delivery frequency; every fortnightly, monthly, 6 weeks , two months, 10 weeks, 3 months
  3. The subscription order is dispatched on renewal of the subscription

One-Time Purchase is available for customers who don’t require food/products on a regular interval or at intervals beyond 3 month subscription period,

Credit card and internet banking payment options are available. Credit card transactions are processed via stripe (a global credit card payment processing company ). Our bank account for internet banking is as follows – Pet Food Club, ASB Bank, Account number 12-3049-0021893-00 .

No, there is no contract. Once you register and become a member it is not compulsory for you to buy from us, however, we value your business and would love to serve you, save you time and make it convenient for you to receive food for your loved ones when you require them.

Simply log in using your email address and password. Select “Account Details” to change or modify, cancel deliveries, revise and suspend deliveries, change delivery frequency, change food, brand, or payment method.

You can also temporarily suspend your deliveries if you are going away on holidays by logging into your account.

You can change your pets food/brand at anytime.  The easiest way to do this is by simply creating a new order and canceling the order of the unwanted food. We can also change/update the subscription for you. Please email the changes required and we’ll update the subscription accordingly.

No, there is no cost of cancelling orders. There is no charge for non-deliveries.

2. Payments

You can change payment option (ie either credit card or direct credit) by logging into your account and selecting ‘Payment methods’.  Choose the payment option required and complete relevant information on the payment page.

Yes you can change payment date. Your order is dispatched on receipt of the payment.

3. Delivery & Shipping

Your pet food is dispatched immediately on renewal of the subscription.

Orders are shipped by overnight courier from our Auckland warehouse.  Delivery to rural addresses may take additional 2-3 working days. South Island non-rural deliveries takes between 2-3 days and South Island rural addresses may require additional 2 -3 working days.

Orders received and subscription renewing in the weekend and public holidays are dispatched on the next business day.

Please email or call us if you wish to change or revise your subscription renewal date.

You can place your delivery / subscriptions on hold.  You are not charged for periods your subscription/delivery is on hold.

Please login to your account, select ‘Subscriptions’, View Order you want to place on hold and click the ‘Suspend’ button. Alternatively, email us sales@petfoodclub.co.nz  and we’ll update the subscription in accordance with your instructions.

To recommence the subscription, login and click the ‘Reactivate’ button or email/call us and we’ll update it for you.

Please check the tracking status. You may wish to call Courier Post to obtain estimated delivery date or let us know and we’ll follow up with Courier Post immediately.

We do our best to ensure correct orders are dispatched every time. If by error an incorrect order is received, please let us know and we’ll immediately dispatch the correct order and organise collection of the incorrect delivery.

North Island

Orders over $69.00 are delivered free.

Orders below $69 incur $5 shipping fee.

Raw/ frozen food is available only in Auckland and is delivered free. Minimum order of $49.00 applies to raw food purchase.

There is no minimum order value or delivery fee for local pick up.

South Island

Shipping fee is payable for South Island deliveries and is charged at the checkout based on weight of the order.
Up to 10kg  = $6.50

Up to 20kg = $13.50

40kg = $27.00

40+kg = $13.50 per additional 20kg, for example shipping cost for order weighing 60kg will $40.50, 80kg = $54.00 and so forth.

Orders are dispatched on renewal of the subscription order. Orders received and subscription renewing in the weekend and public holiday are dispatched on the following business day.

Courier Post is our delivery partner.  We also use our own courier for urgent Auckland deliveries.

Orders are send by overnight courier from our Auckland warehouse.  Rural address could take additional 2-3 working days. South Island non-rural delivery takes between 2-3 days and rural address may require additional 2 -3 working days.

 

4. Returns

We have hassle-free return policy. If you purchased any item by mistake or error, please return them to us for reimbursement. Items returned should be in condition of purchase and return should be made within 3 days of purchase.

Cost of freight and credit card fees will be deducted from the reimbursement value.

If we have sent an incorrect order please let us know immediately.

5. Price Promise

Please email or call us with product and retailer name. Once verified we’ll either provide a voucher/coupon code for you to apply at the checkout or refund the price difference back to your credit card.  Treats valued at $15 will be added to your two orders (total value $30!)

6. Product & Brand Information

Your feedback is very important. Please email your feedback and we’ll pass them on to our supplier & manufacturers. Unfortunately, items opened cannot be returned or refunded. If you have unopened items in the condition of purchase, you can send them back to us for a refund or replacement.

Please email us at sales@petfoodclub.co.nz with brand name and we’ll endeavour to make your pet’s favourite brand available on our website.

Samples are provided by our manufactures and if available we’ll be happy to send them at no cost.

7. Delivery Info

North Island

Orders over $69.00 are delivered free.

Orders below $69 incur $5 shipping fee.

Raw/ frozen food is available only in Auckland and is delivered free. Minimum order of $59.00 applies to raw food purchase.

There is no minimum order value or delivery fee for local pick up.

South Island

Shipping fee is payable for South Island deliveries and is charged at the checkout based on weight of the order.
Up to 10kg  = $6.50

Up to 20kg = $13.50

40kg = $27.00

40+kg = $13.50 per additional 20kg, for example shipping cost for order weighing 60kg will $40.50, 80kg = $54.00 and so forth.

Your pet food is dispatched immediately on renewal of the subscription. If you are running low on food or wish to defer the delivery, please email or call us and we’ll action accordingly.

 

We use New Zealand Post courier service for all ambient shipments.

An email with tracking information is sent by New Zealand Post once the parcel is picked up and registered in the New Zealand Post network.

Couriers don’t operate on weekends and public holidays. If a subscription renews on a weekend or public holiday then the order is dispatched on the next working day.  Limited weekend delivery is available for Auckland customers.

The courier will endeavour to follow the delivery instructions. The drivers are authorised to leave the parcel at the delivery address without a signature.

Limited same day deliveries are available for Auckland customers provided there are no prior conflicting bookings.  The same day delivery option is available on Monday to Saturday.

Please email us for deliveries outside New Zealand. Shipping cost applies for International delivery.

8. About Us

We are a young company passionate about bringing high quality premium natural food for our beloved pets.  We specialise in Cat and Dog food and offer premium quality New Zealand and Australian manufactured pet food. Our pets are our family and they deserve the very best! It’s not about giving them the cheapest food but it’s about their wellbeing, health, growth and development. Pet Food Club was born in January 2018 to fulfil this dream for millions of our friends by sourcing and delivering direct to you selected New Zealand and Australian made premium natural pet food.

  • The very best of premium natural food for your beloved pets. We want to nourish and nurture your beloved pets with best brands of natural pet food manufactured to the highest standard in New Zealand, Australia and Europe. Our furry family deserve the very best.
  • Best value. We guarantee our prices to be the lowest. We don’t have retail presence; our costs are low, as such we pass all savings on to you. Our subscription model is low cost, enables us to manage our business better and allows us to guarantee the best value money can buy of premium natural pet food.
  • Convenience and flexibility. We provide peace of mind. You will never run out of pet food. They will be delivered on nominated days. You’ll have more time do things that matter to you and not in supermarkets and pet stores or lifting and carrying bags and boxes. We’ll do those for you. Also, as there is no contract you can chop and change brands, delivery date and intervals that suits you.
  • Same day delivery for Auckland. Limited same day deliveries are available for Auckland customers provided there are no prior conflicting bookings.  The same day delivery option is available on Monday to Saturday.

We are passionate about pets and their welfare. Our charter is to donate food and treats to the community and support a West Auckland food bank.

We are a young and growing company. As we grow we need passionate people, people with drive, determination, courage and make-it-happen attitude. If you are one these people then we’d like to hear from you. Your CVs will be stored and as role arise you’ll be the first one we’ll get in touch with.