Frequently Asked Questions

 

What kind of items are included in a Pet Box?

Included is 4 to 6 hand selected items including toys, treats, hygiene products and new accessories or products. We put a great deal of thought, research and time into creating each and every box especially for you and your pet. Our aim is to keep the boxes new and exciting every time so your pet doesn't get bored of their Pet Box.


How much is a Pet Box?

It depends if you have a cat or a dog, the size of your dog and how many boxes you would like to recieve.  Cat boxes start from $23.90 and dog boxes start from $29.90.  Boxes are available as a one off purchase or a subscription for up to 12 months.


How do I join?

Simple. Just click on the GET Pet Box button below.


Do you have puppy or kitten boxes?

We will be adding puppy and kitten boxes in the future but at this stage we only have boxes designed for dogs and cats over 12 months of age.


I have more than one dog - what do I do?

Because each dog box is tailored to each dog based on age and size you need to complete the process for each dog.  If you need any help - please contact us at support@petbox.co.nz


When do Pet Boxes ship?

We know it is very exciting to receive your first box - so we ship that out as soon as your order has been placed (please allow 2-5 working days for delivery). If you are on a quarterly or annual plan subsequent boxes are shipped on the 20th of each month.


Do you ship to rural addresses?

Of course – just select the rural delivery option when you enter your address.


Where do you ship to?

We ship all over New Zealand. If you get mail – you can get a Pet Box.  


Do you ship overseas?

Sorry! We currently only ship within New Zealand


Can I gift a Pet Box subscription?

Of course! Its just the same as joining so you can gift a one month gift, a three month gift subscription or an annual 12 month gift subscription. Once you select the length of the subscription just let us know who the lucky recipient is and we will produce a printable PDF gift certificate for you to email or print out.


Which courier do you use?

We currently use Fastway couriers. We will let you know your couirer tracking number once boxes are shipped.


I loved a certain item in this month's Pet Box. Can I order more?

If your pet (or you) really enjoyed a particuar item we can do our very best to supply another one. Please email us directly with your request.  If it is possible we will let you know the price and then we will ship it out in your next box.


Will you tell me what is coming in my box ahead of time?

No, we won't be able to tell you because that would ruin the suprise and we love surprises!


When will I be billed?

When you join Pet Box you will be charged for your first box at the time, then after that each month on the 15th of the month.


What will show on my credit card account?

The transaction will show as 'Petbox.co.nz'


How do I change my shipping address?

To update your address please sign in (top right hand corner of any page). Your name will appear and you can click to select Manage My Account. Here you can update your email address and password.


Help! I have forgotten my password

No problems, simply click on sign in (top right hand corner) and you will see the 'I forgot my password' link.


Return and refund policy

Unfortunately we do not return or refund goods if you have changed your mind and no refunds will be issued in this case. However if goods are faulty we will meet our obligations under the Consumers Guarantees Act. (please see below)


Faulty goods

If you find any of the goods supplied to be faulty please let us know straight away we are happy to replace the item where possible. In some cases the replacement may not be the same item but will be a replacement of similar value and type.


How do I cancel my subscription?

In order to be able to ensure our pricing is kept as low as possible we ask that you choose carefully.  However we do understand that sometimes things happen in life and if a situation arises and you would be unable to meet your subscription commitments or you no longer require your subscription please email us directly at support@petbox.co.nz to discuss your situation.


How do I change my subscription?

Please email us directly at support@petbox.co.nz to discuss the changes you wish to make and how we can facilitate that. We are always happy to help!


How do I contact Pet Box?

Please see our contact us page.