Frequently Asked Questions

Where does Pettsure ship?

Pettsure currently ships to customers in New Zealand and Australia.

How much is shipping?

Standard shipping is free on Pettsure orders to New Zealand and Australia.

How long does delivery take?

Orders are generally processed within 1–3 business days. Estimated standard delivery is 8–17 business days to New Zealand and 7–15 business days to Australia after processing.

Delivery times are estimates and can occasionally be affected by carrier, customs, weather or other delays outside our control.

Will I receive tracking?

Yes. Tracking details are provided after your order has been dispatched when tracking is available for the shipment.

Why did my order arrive in more than one parcel?

Some orders may be fulfilled in separate parcels depending on the products ordered and their fulfillment location. If this happens, you may receive more than one tracking update.

Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible at support@pettsure.com. We will try to help, but changes or cancellations cannot be guaranteed once an order has entered processing or fulfillment.

What if I entered the wrong shipping address?

Contact us as soon as possible with your order number and the correct address. We will try to update the order before it is processed, but we cannot guarantee an address change after fulfillment has started.

What is your return policy?

Eligible change-of-mind returns may be requested within 30 days of receiving your order. Items must generally be unused, in their original condition and packaging, and include proof of purchase.

Please contact us before returning anything so we can provide the correct return instructions.

What if my item is damaged, faulty or incorrect?

Please contact us as soon as possible at support@pettsure.com with your order number, a description of the issue, and clear photos or video where applicable. We will assess the issue and provide an appropriate remedy.