Everything you need to know about ordering from Petsyl. Can't find your answer? Email support@petsyl.com or call +64 22 023 5472, Monday to Friday 9:00am – 5:00pm NZST.
About Petsyl
Who are you?
Petsyl is a New Zealand–based online retailer operating from 24 Woodside Road, Mount Eden, Auckland 1024. We sell only through this website. We are not a marketplace seller and we do not operate a physical store.
Where do my orders ship from?
We ship directly from our manufacturing partners' warehouses rather than holding local stock. This keeps prices lower, and it's why delivery takes longer than a big local retailer — we'd rather be upfront than surprise you.
Shipping & delivery
Where do you ship?
New Zealand and Australia only.
How long will my order take?
Orders are processed within 3 business days, then 6–12 business days in transit — 9–15 business days in total from the moment you order. This is the same for every product we sell, including the dog beds and the self-cleaning litter box. See our Shipping Policy.
Is shipping free?
Yes — free tracked shipping to New Zealand and Australia, no minimum spend.
Will I get tracking?
Yes. You'll receive a tracking link by email once your order ships. Allow up to 48 hours for the first scan.
Why did my order arrive in separate parcels?
Multiple items may ship from different warehouses and arrive separately, sometimes days apart. Nothing is missing — the rest is on its way. If anything hasn't arrived within the stated window, email us.
Returns & refunds
What's your return policy?
You have 30 days from delivery to request a return. Items must be unused and in original packaging. Email us first — returns sent without prior authorisation can't be processed. Full details, including items we can't accept back for hygiene reasons, are in our Returns & Refund Policy.
Who pays for return shipping?
Change of mind: you cover return postage. Faulty, damaged or incorrect items: we cover it in full, and you choose a replacement or a refund.
My item arrived faulty or damaged — what do I do?
Email us within 7 days of delivery with your order number and photos of the item and packaging. We'll arrange a replacement or refund at no cost to you.
How long do refunds take?
Once your return is received and inspected, refunds are processed to your original payment method within 5–10 business days. Your bank or card provider may take additional time to show the funds.
What about my consumer rights?
Nothing in our policies limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Australian Consumer Law. Those rights apply in addition to our 30-day guarantee.
Payments & pricing
What payment methods do you accept?
All payment methods shown at checkout, processed securely through Shopify's PCI DSS compliant checkout over an encrypted connection. We never see or store your full card details.
What currency are prices in?
Prices default to New Zealand Dollars (NZD). Shopping from Australia, prices may display in Australian Dollars (AUD). The currency you'll be charged in is always shown at checkout before you pay.
Are there any hidden costs?
No. Shipping is free, the price you see is the price you pay, and there are no customs or duty charges for delivery within New Zealand or Australia.
Subscriptions & refills
Can I get fountain filters delivered automatically?
Yes — our replacement fountain filters can be set to Subscribe & Save on the schedule you choose. Skip, pause or cancel anytime from your account, with no lock-in and no cancellation fee. Subscriptions are currently available on filters only.
Products
How do I choose the right size?
Product pages include a size guide where relevant — our dog beds list dimensions, weight ranges and example breeds. If you're between sizes, go up. Unsure? Email us and we'll help.
How do I care for my product?
Care instructions are on each product page. For fountains, replace filters every 2–4 weeks and clean the pump monthly.
Still need help?
Petsyl
24 Woodside Road, Mount Eden, Auckland 1024, New Zealand
support@petsyl.com · +64 22 023 5472
Monday to Friday, 9:00am – 5:00pm NZST