Last updated: August 2026
Thanks for shopping with Petsyl. This policy explains how and when your order will be processed and delivered. Questions? Email support@petsyl.com or call +64 22 023 5472.
Where we ship
We ship to New Zealand and Australia only. We are not currently able to deliver to any other country. If your address falls outside these two countries, please do not place an order — contact us first.
Order processing time
Orders are processed within 3 business days after your order is placed and payment is confirmed. Orders placed on weekends or public holidays are processed on the next business day. You'll receive a confirmation email when you order, and a second email with tracking once it ships.
Estimated delivery times
Transit time is in addition to processing time. These estimates are a guide rather than a guarantee:
- Processing: within 3 business days
- Transit: 6–12 business days
- Total, from order to doorstep: 9–15 business days
These times are the same for every product we sell, including the dog beds and the self-cleaning litter box. During busy periods, or due to factors outside our control (courier delays, weather, rural addresses), delivery may take longer. We'll always help you track a delayed order.
How we ship — and why it takes longer
We ship directly from our manufacturing partners' warehouses rather than holding local stock. That's how we keep prices below the big retailers, and it's why delivery takes longer than a local warehouse would. We'd rather tell you plainly here than surprise you after you've paid.
Orders with multiple items
Products may ship from different warehouses. If you order more than one item, they may arrive in separate parcels on different days, sometimes with more than one tracking number. This is normal and does not mean part of your order is missing.
Tracking your order
Once your order ships we'll email you a tracking number and link. Please allow up to 48 hours for the first scan to appear.
Shipping cost
Free tracked shipping on all orders to New Zealand and Australia, with no minimum spend. There are no handling fees.
Currency, taxes and duties
Prices default to New Zealand Dollars (NZD). If you're shopping from Australia, prices may display in Australian Dollars (AUD). The currency you will be charged in is always shown at checkout before you pay.
There are no customs, duty or import charges payable by you on orders delivered within New Zealand or Australia. The price you see at checkout is the total you pay.
Incorrect addresses
Please double-check your shipping address at checkout. We can't be responsible for orders sent to an incorrectly supplied address. If you spot a mistake, contact us immediately and we'll do our best to correct it before dispatch.
Lost, delayed or damaged parcels
If your order hasn't arrived within the estimated timeframe, or arrives damaged, email support@petsyl.com with your order number and we'll investigate and make it right. Your rights under the New Zealand Consumer Guarantees Act 1993 and the Australian Consumer Law are not affected by this policy.
Contact
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