Shipping & Returns

Orders

We fully understand you will be keen to receive your bag of Orijen.  Our aim is to dispatch your orders as quickly as practically possible.  In almost all cases this will be within 24 hours of placement, excepting weekends (as our carriers are not operating).  We request that all orders are paid for in full prior to delivery please, either by …

Paystation via credit card - details to be entered on our encrypted and secure site.

Internet banking / direct credit - creditted to the bank account details displayed on our website.

PayPal – via your existing PayPal gateway and debitted the credit card details you have setup with PayPay.

Please note, from a timing perspective you order is not deemed to be placed until cleared funds have appeared in our account and/or your credit card transaction has been completed in full.

Note: All prices on this website are in New Zealand dollars, include GST (12.5% Tax), and are subject to change without notice.

Freight and Handling

Orijen is pre-packaged in high end, vacuum packed, thick foil bags.  Typically these are more than enough to cope with traditional freight channels and under normal circumstances we simply place a packing slip on the original bag.  If you have a specific requirement or need with freight and handling please let us know.  In the unusual circumstance that your packaging may be ripped or damaged on arrival, please contact us without delay.   We will liaise with our contracted carrier to re-deliver a non-damaged parcel and uplift the damaged item.

Freight Rates:

Auckland and Northland  $ 6.00

Rest of North Island  $10.00

South Island   $14.00

RD Addresses (additional charge) $ 5.00

Waiheke Island   $13.50

From the point of despatch, usual delivery for North Island metropolitan areas takes place within 24 - 48 hours. Rural and South Island deliveries can potentially take slightly longer @ around 48 – 72 hours.

Please note, we use and recommend PBT couriers as our preferred carrier in almost all cases.  If you have a specific carrier request, please let us know, we will do our best to accommodate your needs.

Please note - We are unable to sell or ship outside of New Zealand.

Out of Stock

If a product is out of stock, we will contact you as quickly as possible. In almost all cases products are available ex-stock.  In the unusual event that we are out of stock of your particular product we will keep you informed of …

a) the estimated time of delivery of your out of stock product and

b) or offer another product as an alternative as agreed by you

Returns

If for any reason you are not happy with your purchase, please contact us within 7 days. You can return the product to us for a replacement or refund which shall be granted at our discretion. 

Once we have been informed we will advise you of a Returns Authority (RA#) number to include on the package being returned and the delivery location of our warehouse to courier it to.

Please arrange a courier to uplift the product and deliver to our warehouse or representatives address as supplied by us.  If a replacement product is being supplied by return, we will dispatch immediately.

If a refund is being granted to be credited to your account we will in these circumstances …

Direct Credit / Internet Banking – process a direct credited cash refund to your nominated account as supplied by you.

Pay Station via Credit Card Transaction – we will process a credit card refund to your card account via PayStation.

PayPal – we will contact PayPal to re-credit your PayPal or WorldPay account.

Our intention is to consistently supply your pet’s nutritional requirements long term for its continued health benefits.  Consequentially, it is of significant importance to us that you as our customer are completely happy at all times.  If you have any concerns at all do not hesitate to contact us.  We will commit to ‘putting it right’.