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Placing Orders
Creating an account is quick and easy – just click “Log in/Register” and follow the prompts.
Creating an account lets you:
- Save your details for faster checkout
- View your order history
- Track orders easily
- Set up Autoship orders
- Receive updates and special offers (if you choose to opt-in)
other than to make your shopping experience more convenient.
Yes – you can check out as a guest.
All your information is kept secure and will not be used for any purpose other than to make your shopping experience more convenient.
Yes – our website is secure and your personal information is protected.
You will be transferred to the payment page and charged as soon as you confirm your order.
If you prefer, you can place your order directly with us via email or phone – please note that any website specials, coupon codes, and deals may not apply to direct orders.
If an item that you have ordered is unavailable, our customer service team will contact you via email or phone with an update. You can then choose to wait for the item to be restocked, swap for another product of the same value, or request a refund for the out of stock item.
If an item that you are after is out of stock on the website, you can contact our customer service team and we will do our best to advise when the item will be re-stocked.
Please contact our customer service team as soon as possible if you
require any changes to your order and we will do our best to help.
Once your order has been shipped, we are unable to make any changes to the order.
delivery & tracking
We offer free standard shipping on all orders over $39 including rural deliveries.
Standard shipping time-frames are:
- North Island: 1-3 working days
- South Island: 1-5 working days
Orders under $39 will incur a shipping fee once you enter your address at checkout.
If you require special services such a signature on delivery or overnight delivery this will incur an additional cost.
You can check the status of your order by logging into “My Account” going to “Order History” and clicking the relevant order.
You will also receive automated email updates on your order:
1. “Your Zeal Pet Food order has been received” = your payment has been successful and your order has gone through to our team.
2. “Your Zeal Pet Food order has been dispatched” = your order has been allocated a tracking number and has been collected by the courier.
3. “Your Zeal Pet Food order is complete” = the tracking link shows that your order has been delivered and our team have manually marked your order as complete.
Please check your spam/junk folders as sometimes our emails end up here.
In-stock items are generally dispatched the same day if you place your order before 1pm, Monday-Friday. Orders placed after 1pm are dispatched the next working day.
Occasionally there may be a small delay with processing your order but generally no longer than 1-2 days from receiving your order.
Once your order has been collected by the courier, the standard shipping time-frames are:
- North Island: 1-3 working days
- South Island: 1-5 working days
Please note that we do not operate on weekends, public holidays, or during our end of year shutdown period.
Please contact our customer service team if you have any issues with deliveries.
You can find your tracking link by logging into “My Account” going to “Order History” and clicking the relevant order.
You will also receive an email with your tracking link once your tracking number has been allocated.
No – our online shop is only accessible to customers located within New Zealand and we only deliver to New Zealand addresses.
Returns & Refunds
If any items from your order are damaged, incorrect, or missing, please retain the goods and contact our customer service team within 14 days of receiving your order.
For damaged items please send photos of the damaged product and packaging with a description of the issue and your order reference to our customer care team.
For incorrect items please send photos of the incorrect product with a description of the issue and your order reference to our customer care team.
For missing items please send a photo of the entire order (so we can see which items you have received) with a description of the issue and your order reference to our customer care team.
Our team will review your email and get back to you within 2 working days.
If your claim is substantiated, we will cover the cost of any returns and replacements.
If for any reason you change your mind about your purchase*, you may return the goods within 30 days of placing the order provided that they are unopened and in it’s original condition and packaging.
Please contact our customer service team to inform us of the change of mind situation.
The goods must be returned to us at your cost and in it’s original condition before we can process a replacement or refund. Please return the goods to:
The Natural Pet Treat Company Ltd
11-13 Lansford Crescent, Avondale
Auckland 0600
*May not apply to product listed under “Specials” at the time of your purchase.
If your pet doesn’t take to a new food, or it doesn’t suit them you can return the unused portion and we will refund the product cost.*
Please contact our customer service team to inform us of the situation.
The goods must be returned to us at your cost before we can process a replacement or refund. Please return the goods to:
The Natural Pet Treat Company Ltd
11-13 Lansford Crescent, Avondale
Auckland 0600
*May not apply to product listed under “Specials” at the time of your purchase.
1. Re-pack the return product/s into the original box that it arrived in.
2. Secure any openings with tape.
3. Print and attach the return label received from our team securely to the top of the box. Please ensure the original shipping label with your delivery address is removed or completely covered – this will prevent the courier from accidentally re-delivering the return to you.
5. Place the box in a safe and accessible place outside for the courier to collect once collection has been confirmed by our team.
Once your refund has been confirmed by our team, it may take up to 1 week for your refund to be processed into your nominated bank account.
If your question hasn’t been answered, if you need further assistance, or if you would like to report a technical issue please reach out to our friendly customer care team. We are available Monday-Friday between 9am-5pm (excluding public holidays).
Email: sales@zealpetfood.com Phone: 09 820 5005 extension #2