Contact Us
We're a small New Zealand team and a real person reads every message. Whether it's a question about an order, a product, or a return, we're here to help.
How to reach us
Email: support@petsyl.com
Phone: +64 22 023 5472
Hours: Monday to Friday, 9:00am – 5:00pm NZST (excluding public holidays)
Response time: We reply to all email enquiries within 1–2 business days. If you've emailed and not heard back, please check your spam folder before following up — occasionally our replies land there.
Business details
Trading name: Petsyl
Registered address: 24 Woodside Road, Mount Eden, Auckland 1024, New Zealand
Customer service email: support@petsyl.com
Petsyl is a New Zealand–based online retailer. We ship to New Zealand and Australia only. We do not operate a physical retail store or showroom — the address above is our registered business address for correspondence, not a walk-in location.
Order enquiries
So we can help you quickly, please include:
- Your order number (it starts with #, and is in your confirmation email)
- The email address you used at checkout
- If an item is faulty or damaged, a few clear photos of the item and its packaging
Where's my order?
Orders are processed within 3 business days, then take 6–12 business days in transit — 9–15 business days in total, and the same for every product we sell. You'll receive tracking by email as soon as your order ships. Full details are in our Shipping Policy.
Returns and refunds
You have 30 days from delivery to request a return. Please read our Returns & Refund Policy first, then email us to start the process. Do not send anything back before contacting us — returns received without prior authorisation cannot be processed.
Nothing in our policies limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Australian Consumer Law.