Frequently Asked Questions
If you don’t find the answer you are looking for, please email firstname.lastname@example.org or call 0800 300 366. We’ll be happy to help.
1. Membership & Subscription
Please create an account by registering on our website. Select Sign In icon that appears on the top right-hand corner of the page. Initial account registration requires your email address and a password. When you make your first order you will need to complete you name, delivery address, contact phone and payment method.
Membership is 100% free. You only pay for items you purchase from our website.
Once a member, choose your pet’s favourite food. Set delivery times (weekly, fortnightly, monthly or use the calendar to select delivery dates). On the nominated day, we deliver your pet’s favourite food. Set up recurring payment either by credit card or direct credit payable to 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.
Yes, you can change food and brand at any time. Simply log in using your email address and password. Select “My Account” to modify or change food and brand. Remove the items and select new items in the shop to add to your account. You will have to select the delivery period and confirm payment option again. The change will take place from next scheduled delivery.
No, there is no cost of cancelling orders. There is no charge for non-deliveries.
Yes, you can change your payment option (ie either credit card or direct credit) by logging into your account and selecting ‘Payment methods’. Choose payment method you require and complete relevant information required to effect change.
Our preference is you set up direct credit date closer to your pay day to avoid the need to make revisions. However, in circumstances where you need to make the change, please make the change at least 3 days prior to revised payment date.
3. Delivery & Shipping
Your pet food is delivered by our courier on the day you nominated as the delivery date. Temporary/one-off change – If for any reason you want to change the delivery date, please advise by email (email@example.com) at least 3 days prior to the scheduled delivery date.
Yes, you can place your deliveries on hold. You are not charged for the period your deliveries are hold. We only charge for when goods are supplied.
Login to your account, select ‘Subscriptions’ the view order you want to place on hold and click the ‘Suspend’ button. Alternatively, email us firstname.lastname@example.org and we’ll update your subs in accordance with your instructions.
To commence your subscription again you will have to click the ‘Reactivate’ button.
If you received incorrect order, please email or call us. We’ll provide full refund and immediate courier your replacement products.
Orders over $39.00 are delivered free.
Orders below $39 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.
Shipping fee is payable for South Island deliveries and is charged at the checkout based on weight of the order.
Up to 10kg = $5.00
Up to 20kg = $8.50
20+ kg = $15.50
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.
Please email or phone us advising of the incorrect order. We may organise our courier to pick up when sending replacement products or provide a prepaid courier ticket for you post back.
5. Price Guarantee
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.
Samples are provided by our manufactures and if available we’ll be happy to send them at no cost.
7. Delivery Info
Delivery is free throughout New Zealand.
Your pet food is delivered by Courier Post on renewal of subscription. Please email us if you require food earlier or later than subscription renewal date. Delivery date can be amended at anytime.
We partner Courier Post for all deliveries. Chill deliveries are offered in only Auckland region.
You’ll receive tracking link as soon as your order is picked up from our Warehouse. Please open the link to see the delivery status of your order.
Couriers generally don’t operate on weekends and public holidays. Your subscription order is delivered on week days. If the nominated delivery date falls on a weekend, we aim to deliver on the work day prior to the weekend. We’ll endeavour to follow your delivery instructions. Our drivers are authorised to leave the order at the delivery address without a signature.
If you are within Auckland and place an order by 1pm, you can ask for same day delivery. Same day orders are delivered by 7pm, even on weekends. Same day delivery is available 7 days a week for only Auckland customers.
We don’t ship outside New Zealand.
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 and Australia. 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. We deliver your order on the same day, even in weekends, if your order is received by 1pm. At this stage same day delivery is only available for Auckland customers.
We are passionate about pets and their welfare. Our charter is to donate a proportion of our annual profits back to the community. SPCA is our preferred community support partner.
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.