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Issue with Order

  • Updated

Damaged Orders

Should you receive your order and notice any damages such as

  • Split bags of kitty litter
  • Damaged cans
  • Bent cages

Please get in touch with us as soon as possible so we can find a solution for you.

For streamlining purposes, please ensure you have the following details ready,

  • Your order number
  • Your email address
  • Photos of your damages
  • Brief description of damages
  • If there was any damage to the Petdirect Box it was delivered in

Then request contact through here. 

All claims are subject to discussion with our team.

Claims made more than 48 hours after delivery is made, may be rejected.

 

Disputed Orders

Whilst NZ Post does their best to deliver all our parcels correctly, occasionally they can take a tiki tour. If you receive a notification that your parcel has been delivered and you have exhausted all avenues of checking for your parcel with no luck including

  • Checking all entranceways
  • Checking with neighbours
  • Checking at the end of driveways

Please get in touch with us as soon as possible so we can find a solution for you.

For streamlining purposes, please ensure you have your order number, as well as photos of where your parcel should have been left e.g. your front door, then request contact through here. 

Please note that we can only send replacement orders once NZPost gets back in touch with us about our investigations which may take up to 5 working days.

 

Incorrect Order Received

Whilst we endeavor to get your parcel to you, human error can happen. If there is anything missing from your order or you have received the wrong item, please get in touch with us as soon as possible.

Ordered Incorrect Item

We understand that human error can happen. If you find that the product just isn't right - possibly you’ve made a mistake when ordering, you've changed your mind or the fit isn't right for your furbaby, you have up to 30 days to return the product for a refund.

In cases like this, you'll need to pay the courier cost of returning the product to:

North Island Customers: 

Petdirect
32E Patiki Road 
Avondale, 1026
Auckland 

South Island Customers:

Petdirect
11 Innovation Road
Islington
Christchurch 8042

Local Christchurch Residents Only -If you would like to drop off direct to the Christchurch Warehouse please call us on 0800 200 240 to book an appointment.

Please ensure the returning product is in unused condition, not expired, and in the original packaging with tags still attached. Don't forget to include your order number and contact details on your courier label. All returns are assessed before a credit or refund is approved or declined and the team will update you regarding the outcome.

Unfortunately, we do not do “exchanges”, if you require a different item, please order these directly from the website whilst we assess your return

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