FAQs

Orders and delivery

• Where do you ship?
  We ship throughout New Zealand and can also ship selected products to Australia.
  
  
• How much is shipping?  
  Shipping costs vary depending on location and weight/size of products ordered.   We also ship to rural addresses at an additional cost.  Shipping will be calculated at checkout for you. 
• Can I change or add something to an order I have already placed?
  Yes - please contact us and if we haven't packed it yet we will be able to add to it for you.
  
  
• How long does delivery take?
  

  We aim to dispatch most orders within 1 business day.

  Custom-made products, such as our BioThane range, may take a little longer. Special-order products need to be ordered in for you and can take approximately 1–2 weeks before they are ready to ship.

  Once your order has been dispatched, delivery time will depend on the courier and your location.

• What happens if my order contains both special order and in stock products?
  

Your whole order will be shipped together once the special-order product has arrived.

If you’d like your in-stock products sent straight away, please place them as a separate order.

• How can I track my order?
  Once your order has been shipped we will email you with tracking details so you can follow it's journey.
  

• What happens if my parcel is delayed?
  Please email us with your order number and we can look in to it for you.
  
  
• Can I pick my order up?
  Yes!  Select pick up at checkout.  We open Monday to Friday 8-9am and 4.30-5pm.  If you would like to pick up outside of these hours please let us know and we can leave it at our gate for you (weather dependent).

Products

• How do I choose the right size toy/chew?
  Many of our products include recommended dog sizes or weights - please ensure that you select the appropriate size for your dog.  If you are unsure please contact us.
  
  
• What toy should I buy for a power chewer?
  

  A great place to start is with one of our brands that offers a replacement guarantee. You can also check out our tough dog toy collection for toys we’ve selected with enthusiastic chewers in mind.

  Remember, no dog toy is completely indestructible, and dogs should always be supervised with toys.

• Which toys have replacement guarantees?
  

  We stock several ranges with replacement guarantees, including:

  • Ruff Dawg (excluding Peanut and Weenut)
  • West Paw chew toys
  • Planet Dog chew toys (excluding Snoops)
  • Goughnuts
  • Playology
  • Happy Staffy Co Chewzilla range

  Each brand’s guarantee has its own terms and conditions, so please check our returns page for details.

Returns and support

• What is your returns policy?
  You can read our full returns policy here.  Please check out returns policy before returning an item, particularly for custom made, special order, sale or opened products.
  
  
• What if my item arrives damaged?
  Please contact us with your order number and photos of the item(s) and we will help get it sorted.

BioThane

• What is BioThane?
  BioThane is a strong, waterproof coated webbing that's a fantastic alternative to traditional nylon webbing and leather.  It's durable, doesn't absorb water or smells and is incredibly easy to clean - which is why we love it for dog collars, leads and longlines!  You can read more about BioThane here
  
  
• Is BioThane waterproof?
  Yes BioThane is waterproof and super easy to clean and dry, making it perfect for dogs that love swimming, mud and adventures.
  
  
• Is BioThane chew-proof?
  No, BioThane is strong but it is not chew proof.  If your dog likes to chew leads, don't leave them tethered or unattended while attached to a BioThane lead or longline.
  
  
• How do I clean BioThane?
  It's so easy!  Simply wipe it clean with a wet cloth.  For particularly muddy adventures, you can rinse it off and it's ready to go again once dried.
  
  
• How do I measure my dog for a BioThane collar?
  Measure around your dogs neck where their collar normally sits.  

  If your dog’s measurement is near the upper end of a size range, you can order the next size up and ask us to adjust the range.

  For example, if your dog’s neck measures 49cm, you could order the 50–60cm collar and ask us to make it approximately 45–55cm instead.

  If you’re unsure, contact us before ordering and we’re happy to help you choose the best size.

  
  
• What hardware should I choose?
  

  For dogs that regularly swim or visit the beach, we recommend stainless steel or solid brass hardware.

  We have several hardware options available depending on how you'll use your collar or lead.  You can read more about our hardware here.
  
  
• Can I customise my BioThane product?
  Absolutely!  Just contact us with what you would like and we will see if we can bring it to life for you.
  
  
• How long do custom BioThane products take to make?
  This depends on our current workload, but most orders are made and dispatched within 2 business days.  During particularly busy periods, custom orders may take a little longer.
  
  
• Can custom BioThane be returned?
  

  Because custom BioThane products are made especially for you, they can’t be returned for a refund or exchange.

  Please choose your options carefully and double-check your dog’s measurements before ordering. If you’re unsure about sizing, contact us before placing your order and we’re happy to help.