Frequently Asked Questions

Thank you for reaching out to us! Do you have a question about your package? Please check our FAQ below to find answers to the most common questions. If you cannot find the answer you are looking for, feel free to contact us using the information provided below.

Where is my package?

After placing your order, processing usually takes 1–2 business days, and delivery to New Zealand takes approximately 8–12 business days. If this timeframe has passed, please contact our customer support team.

Where can I find my tracking code?

Once your order has been shipped, you will automatically receive a Track & Trace code. Please also check your spam folder, as our emails may sometimes end up there. Please note that it can take some time before your tracking link becomes active.

How can I track my order?

You can track your order using the Track & Trace number sent to you by email. Visit our Track & Trace page and enter your tracking number to view the current status of your delivery.

I am not satisfied with my package.

Please visit our Returns & Exchanges page for instructions on how to return your package.

Can I change or cancel my order after placing it?

We begin processing orders as soon as they are received. Therefore, changes or cancellations are only possible within 12 hours after placing your order.

Please contact us as soon as possible if you would like to make a change.

What happens if I receive a damaged or incorrect item?

We sincerely apologise for the inconvenience. If you receive a damaged or incorrect item, please contact our customer support team with a photo of the item and your order details.

We will be happy to assist you in arranging a replacement or refund.

What payment methods do you accept?

We accept the following payment methods:

Credit & Debit Cards (Visa, MasterCard, Maestro, American Express), PayPal, Klarna (Buy Now, Pay Later), Apple Pay, and Google Pay for a safe and seamless checkout experience.

Do you ship internationally?

We currently deliver to New Zealand. If you would like to order from outside this region, please contact our support team to discuss possible shipping options.

How can I contact customer service?

If you cannot find the answer to your question, you can contact us at any time:

Email: support@nzpaws.nz

Our friendly support team will be happy to assist you!