Shipping policy

Shipping, Delivery and Collection Policy

This policy sets out the delivery and collection options available from Doubtless Bay Pet Resort, including eligibility for free delivery, order cut-off times and delivery charges. All monetary amounts are stated in New Zealand dollars (NZD). All cut-off times refer to New Zealand local time.

1. Free delivery eligibility

Free delivery is available on orders of $150 or more only through either of the following options:

Our scheduled Wednesday local delivery run to Mangonui, Coopers Beach, Cable Bay, Taipa and Hihi.
Courier delivery to urban addresses in Kaitaia and Kerikeri.

An order value of $150 or more does not provide free delivery to every address or on every day. Rural courier addresses, addresses outside the eligible urban courier areas, and local deliveries arranged for days other than Wednesday are excluded from these free-delivery offers.

2. Wednesday local delivery

Our scheduled Wednesday delivery run serves Mangonui, Coopers Beach, Cable Bay, Taipa and Hihi.

Orders of $150 or more qualify for free delivery on this run. Orders must be placed by 4pm Tuesday for Wednesday delivery. If you miss the cut-off, please contact us to arrange an alternative; delivery that Wednesday should not be assumed.

For local Wednesday orders below $150, please contact us to confirm the delivery fee before ordering. Free delivery does not apply to these orders.

3. Local delivery on other days

Local delivery on a day other than Wednesday is available by arrangement for a fee of $10. This fee applies regardless of order value, including orders of $150 or more.

Please call or text us to arrange a suitable delivery day.

4. Courier delivery

Orders of $150 or more qualify for free courier delivery to urban addresses in Kaitaia and Kerikeri only.

We courier New Zealand-wide. Courier charges are calculated at checkout based on your delivery address and the weight of your order. Current courier charges are:

Northland and Auckland: $10 urban, $15 rural.
Rest of the North Island: $13 for orders up to 5kg and $20 for orders from 5kg to 12kg. Rural addresses from $18.
South Island: $23 urban, $28 rural, for orders up to 8kg.

Large and heavy items: Orders over 8kg, including larger bags of pet food, can be couriered to North Island addresses only. We are unable to courier orders over 8kg to the South Island.

Rural courier addresses do not qualify for free courier delivery, regardless of order value. A delivery fee applies.

If you select free delivery at checkout but your order or address does not qualify, the applicable delivery or courier fee will be payable. This includes rural courier addresses, addresses outside urban Kaitaia and Kerikeri (including Whangārei), and local deliveries arranged outside our qualifying Wednesday delivery run. We will contact you before dispatch to confirm the fee. You can choose to pay the fee, change to collection or eligible local delivery where available, or cancel the order for a full refund. Your order will not be dispatched until this has been agreed.

Addresses outside the eligible urban areas of Kaitaia and Kerikeri, including Whangārei, do not qualify for free courier delivery under this policy. Please contact us to confirm delivery availability and the applicable charge before ordering.

The Tuesday 4pm cut-off and Wednesday delivery schedule apply to our local delivery run only, not to courier deliveries.

If the freight charged does not cover the cost: Shipping charges at checkout are calculated automatically. Occasionally the amount charged may not cover the actual cost of freight, for example for heavy or bulky items, rural or remote addresses, orders over 8kg sent to the South Island, an incorrect or incomplete address, or where shipping was not charged at checkout. If this happens, we will contact you before your order is dispatched. You can choose to pay the difference, change to collection or local delivery where available, or cancel the order for a full refund. Your order will not be dispatched until this has been agreed.

Incorrect addresses and returned parcels: Please check your delivery address carefully. If a parcel is returned to us because the address was incorrect or incomplete, or because it could not be delivered, a re-delivery charge may apply.

5. Collection from Doubtless Bay Pet Resort

Shop visits and order collections must be arranged by calling or texting 021 059 1729 before visiting. As we also operate the pet resort and care for the animals, advance contact allows us to confirm that a team member will be available to assist you.

Customers visiting for a kennel or cattery drop-off or collection are welcome to browse the shop during their visit.

6. Collection at Gravel Pit Market

We attend the Gravel Pit Market most Wednesdays with a selection of pet food, treats and supplies. Attendance is not guaranteed every Wednesday.

To arrange collection of a pre-order at the market, please call or text 021 059 1729. Please confirm the collection date and arrangements with us before attending.

7. Subscribe & Save orders

Subscribe & Save provides a 15% discount on eligible Addiction and Black Hawk food. Customers select their order frequency, with scheduled orders no more than 12 weeks apart. Payment is taken automatically.

Subscription orders may be collected or delivered. The same delivery areas, free-delivery thresholds, cut-off times and delivery charges described in this policy apply to subscription orders. A subscription does not automatically include free delivery.

Customers who do not wish to use recurring payments may purchase food at the standard website price whenever required.

8. Delivery and collection enquiries

For confirmation of delivery eligibility, charges or collection arrangements, please call or text Doubtless Bay Pet Resort on 021 059 1729 before placing your order.