Effective Date: 9 March 2026 | Last Updated: 19 March 2026
1. Overview
Petdirect offers a 2-hour delivery powered with DoorDash (2-hour delivery) for customers located within eligible delivery areas. This service is available for orders placed through the Petdirect website (petdirect.co.nz) and fulfilled from selected Petdirect store locations across Auckland and Christchurch.
By selecting the 2-hour delivery powered with DoorDash option at checkout, you agree to these Terms and Conditions in addition to Petdirect's general Terms of Use.
2. Service Availability
2.1 Eligible Locations
2-hour delivery is currently available to selected postcodes within Auckland and Christchurch and serviced from selected store locations. Stores may change subject to availability.
Delivery availability is determined by your delivery postcode at checkout. If 2-hour delivery powered with DoorDash is not available for your address, the option will not appear as a shipping method.
2.2 Order Cut-Off Times
Orders must be placed at least one (1) hour before the closing time of the fulfilling store to be eligible for 2-hour delivery. Orders placed after the cut-off time will not qualify for 2-hour delivery. Please check individual store hours on our website for specific cut-off times.
2.3 Service Hours
2-hour delivery operates during Petdirect store trading hours. Delivery is not available on public holidays when stores are closed, or during periods of temporary store closure.
3. Product Eligibility & Restrictions
Not all products are eligible for 2-hour delivery. Eligibility is determined automatically at checkout based on the items in your cart and the following restrictions:
| Restriction | Limit |
| Maximum item weight | 16 kg per individual item |
| Maximum total shipment weight | 55 kg per order |
| Maximum item length | 120 cm on the longest side |
| Frozen & chilled products | Not eligible for DoorDash delivery |
If any item in your cart exceeds the weight or dimension limits, or if your total cart weight exceeds 55 kg, the 2-hour delivery powered with DoorDash option will not be available. Oversized items such as large dog crates, extra-large cat trees, and similar bulky products may be excluded from this service.
4. Delivery Cost
Limited Time Promotion: From 19 March 2026 to 2 April 2026, delivery fees for 2-hour delivery powered with DoorDash are capped at $12.95. If the calculated delivery fee for your order is less than $12.95, you will pay the lower amount. This promotional cap applies automatically at checkout — no code required. Standard terms and conditions below continue to apply. Petdirect reserves the right to modify or withdraw this promotion at any time.
The delivery fee for 2-hour delivery is dynamically calculated based on the distance between the fulfilling store and your delivery address. The exact delivery fee will be displayed at checkout before you confirm your order. Delivery fees are charged directly to the customer and are non-refundable except where the delivery fails due to a fault by Petdirect or DoorDash.
5. Order Processing & Tracking
5.1 Order Fulfilment
Once your order is placed, it will be prepared at your nearest eligible Petdirect store. A DoorDash Dasher will be assigned to collect and deliver your order.
5.2 Live Tracking
Once your order has been packed and handed to the DoorDash Dasher, a live tracking link will be sent to your nominated email address. If a valid mobile number is provided, you will also receive these updates via SMS.
You may provide a landline number for delivery contact; however, please be aware that SMS notifications cannot be delivered to landlines. In these instances, you must refer to your email for all live tracking updates.
By choosing this service, the customer consents to their phone number being shared with DoorDash for the sole purpose of delivery updates.
5.3 Estimated Delivery Times
Delivery times are estimated and may vary depending on factors including distance, traffic conditions, weather, and Dasher availability. Petdirect does not guarantee specific delivery timeframes for 2-hour delivery orders.
6. Authority to Leave
6.1 Authority to Leave (ATL): By selecting 2-hour delivery powered with DoorDash, you provide Authority to Leave (ATL) by default. The Dasher will leave the package in a location deemed safe at the delivery address without a signature.
6.2 Delivery Responsibility: Petdirect and DoorDash accept no responsibility for parcels once they have been marked as "Delivered" by the Dasher. This includes loss, theft, or weather damage. It is the customer's responsibility to ensure the delivery location is secure and accessible (e.g., providing gate codes or apartment buzzers in the order notes).
7. Delivery Issues & Customer Support
7.1 Missing, Damaged, or Late Deliveries
If your order has not arrived, has arrived damaged, or there is an issue with your delivery, please contact Petdirect Customer Care as your first point of contact:
- Live Chat: Available via petdirect.co.nz
- Phone: 0800 200 240
- Email: support@petdirect.co.nz
Our Customer Care team will liaise with DoorDash on your behalf to resolve any delivery issues. Customer Care is available during standard operating hours — if an issue occurs outside of these hours, it will be addressed on the next business day. For current Customer Care hours, please visit our Contact Us page.
7.2 Undeliverable Orders
If a delivery cannot be completed - due to an incorrect address, restricted access (e.g., locked gates or apartments), or the absence of a safe place to leave the parcel - the Dasher will return the items to the fulfilling Petdirect store.
In the event of a failed delivery due to customer error:
- Non-Refundable Fees: The original delivery fee is strictly non-refundable.
- Return-to-Store Fee: Petdirect reserves the right to deduct a return-to-merchant fee from any potential refund to cover the costs charged by DoorDash for the return trip.
- Re-Delivery: Orders will not be automatically re-sent. To receive your items, you must place a new order with a new delivery fee. Alternatively, you may contact Customer Care to arrange a refund for the products (minus applicable fees).
- Customer Responsibility: It is your responsibility to ensure the delivery address is complete, accurate, and accessible at the time of order.
If this does occur Customer Care to arrange re-delivery (which may incur an additional delivery fee) or a refund for the items in your order.
8. Refunds & Cancellations
Once a 2-hour delivery order has been dispatched and assigned to a DoorDash Dasher, it cannot be cancelled. If you need to cancel your order, please contact Petdirect Customer Care as soon as possible. Cancellation prior to dispatch will be processed in accordance with Petdirect's standard Returns and Refunds Policy.
Refunds for delivery fees will only be issued in cases where the delivery was not completed due to a fault by Petdirect or DoorDash, or where the delivered goods are faulty or incorrect.
9. General
Petdirect reserves the right to change, suspend, or withdraw this service at any time. Petdirect is not liable for delays or failures in delivery caused by circumstances beyond our reasonable control, including traffic, weather, or third-party availability.
These Terms & Conditions apply in addition to Petdirect's general Terms and Conditions and Returns and Refunds Policy.