Frequently Asked Questions

Paw Palz is a New Zealand owned & operated business based in Auckland, New Zealand

Yes, Paw Palz often has some great promotions and deals on offer! To stay up to date on our promos and sales you can sign up to our email newsletter or follow our social media accounts where we provide constant promo updates.

To redeem a promo/discount code, please add your products to your cart. When you proceed to the checkout you will see a box labelled "discount code", you can pop the promo code in the box and it will apply the promo offer to your order.

 

All standard Paw Palz orders are processed within 1 to 3 business days and express order are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

*Please note: Some delays may occur in the circumstance of a high volume of orders or postal service problems that are outside of our control.

 

Domestic NZ Shipping Rates and Estimates

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

Shipping Type	Estimated Shipping Times	Shipping Rates	Delivery Zone
Standard Shipping	1 - 5 Working Days	NZD $7 Flat Rate	NZ Wide
Standard Shipping	1 - 5 Working Days	NZD $9 Flat Rate	NZ Rural
Express Shipping	Next Working Day	NZD $15	NZ Wide
Free Shipping	1 - 5 Working Days	Free on orders over $80	NZ Wide

Australia Shipping 

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

Shipping Type	Estimated Shipping Times	Shipping Rates	Delivery Zone
Standard Shipping - Tracked	3 - 10 Working Days	AU $10.26	AUS Wide
Standard Rural Shipping - Tracked	3 - 10 Working Days	AU $12.45	AUS Wide Rural
Courier Shipping	2 - 6 Working Days	AU $24	AUS Wide
Express Shipping	1 - 5 Working Days	AU $59	AUS Wide

United States Shipping 

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

Shipping Type	Estimated Shipping Times	Shipping Rates	Delivery Zone
Standard Shipping - Tracked	3 - 10 Working Days	USD $17.25	US Wide
Courier Shipping	2 - 6 Working Days	USD $46	US Wide
Express Shipping	1 - 5 Working Days	USD $79	US Wide

Ireland Shipping 

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

Shipping Type	Estimated Shipping Times	Shipping Rates	Delivery Zone
Standard Shipping - Tracked	3 - 10 Working Days	€15.59	Ireland Wide
Courier Shipping	2 - 6 Working Days	€33.95	Ireland Wide
Express Shipping	1 - 5 Working Days	€69.95	Ireland Wide

 

International Shipping

Currently at this time Paw Palz is not facilitating any other international order outside of New Zealand, Australia, Ireland & United States. We will be looking to expand to additional countries in the future and will notify user by means of our social channels and email mailing list. Please follow our social media pages or sign up to our mailing list to be kept up to date. 

You may email lauren@pawpalz.co.nz if you would like to make a purchase outside of Zones and the team will see what they are able to do 💙

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return and return your products. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at lauren@pawpalz.co.nz. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at lauren@pawpalz.co.nz.

Returns

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Items that require a return due to damage or faultiness will have free shipping paid for on behalf of Paw Palz. 

Returns made due to change of mind will need shipping to be paid for by the customer and will only be considered for store credit refunds, which will only be generated when we have received the products and reviewed that they are still in acceptable, unused quality. 

 

Refunds will not be provided for products that are damaged by user or pet error. Although our products are made with the highest quality material, they are designed purely for pet safety and not designed for chewing.  

 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items, gift cards or used products.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded for the product price on your original payment method or the product price in store credit, depending on your case. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Our Pet First Aid Kits are made up of 60 core pet first aid essentials

1 x Pet Self-Adhesive Bandage

(5*4.5 cm)2 x Elastic Bandages 

(7.5*4.5 cm) 1 x Elastic Bandage

(5*4.5 cm) 1 x Triangular Bandage

(96*96*136 cm) 2 x Sterile Non-Woven Gauze (7.5*7.5 cm) 

6 x Antiseptic Towelettes 6 x Alcohol Prep Pads

6 x Iodine Prep Pads 

3 x Non-Adherent Sterile Pads (5*7.6 cm) 

1 x Medical Tape (1.25*4.5 cm) 

1 x Saline Solution 

1 x Tongue Depressor 

6 x Safety Pins 

1 x Disposable Gloves Set

1 x Emergency Blanket (130*210 cm) 

10 x Cotton Swabs 

1 x Scissors 

1 x Tick Remover

1 x Pet Nail Clipper Set 

1 x Pet Folding Bowl 

1 x Pet Training Clicker 

4 x Pet Trash Bags 

1 x Pet First Aid Kit Bag 

 

Yes, of course! If you are unhappy with your product or the sizing does not fit we would be more than happy to provide an exchange for another product in our store.

We have two different options for wiriting reviews.

1. You can click the review pop out on our website and write a website or product review.

2. You can submit a Goolge review in the following link.

Yes, of course! You can view our other customers reviews on individual product pages at the bottom of the page. You can also check out our customers reviews here.

At this time we currently only ship to NZ, AUS, USA, & Ireland. We will be looking to expand to additional countries in the future and will notify user by means of our social channels and email mailing list. Please follow our social media pages or sign up to our mailing list to be kept up to date. If you are wanting to make a purchase outside of NZ & AUS you can contact and the paw palz team here, and we will see if we are able to make it work (additional shipping costs may apply) 

Yes, free New Zealand shipping is availble for order over $80

Yes, all of our deliveries are carbon neutral.

Yes, all payment options offered in our store are secure. We offer a great range of payment options including:

Credit/debit card payments

Afterpay

LayBuy

PayPal

Apple Pay

Google Pay

Shop Pay