Shipping policy

Shipping Policy

Thank you for shopping with Hound Mates! We are committed to getting your order to you as quickly and efficiently as possible. Please read our shipping policy to understand our process and delivery timelines.

Our Courier Partner

We are proud to partner with Poste Haste Couriers for all our deliveries within New Zealand. They are a trusted and reliable courier service, ensuring your order arrives safely at your doorstep.

Shipping Destinations

We currently only ship to addresses within New Zealand. We do not offer international shipping at this time.

Order Processing and Dispatch

  • Processing Time: All orders are processed and dispatched from Monday to Friday, excluding public holidays.

  • Dispatch Timeline: We aim to dispatch all orders within 1-2 business days from the time your order is placed. You will receive a confirmation email with a tracking number once your order has been dispatched.

Delivery Times

Once your order has been dispatched, please allow for the following delivery times:

  • North Island: 1-3 business days

  • South Island: 1-3 business days

  • Rural Delivery: Please allow an additional 1-2 business days for rural addresses.

Please Note: These are estimated delivery times. While we work hard to ensure your package arrives on time, please be aware that unforeseen delays can occasionally occur due to factors beyond our control (e.g., severe weather, peak holiday periods).

If we anticipate any delays with your order, we will communicate this to you as soon as possible.

2. Shipping Costs

We offer a simple and transparent shipping rate structure:

  • Flat Rate Shipping: A flat rate of $8.00 applies to all orders under $99.

  • Free Shipping: We offer free shipping on all orders over $99.00.

Shipping costs will be automatically calculated and displayed at checkout.

Tracking Your Order

Once your order is dispatched, you will receive an email from us containing a tracking number and a link to the Poste Haste website. You can use this tracking number to monitor the progress of your delivery.

Important Information

  • Signature Required: All our parcels are sent with a "signature required" option unless you provide specific instructions to the contrary during the checkout process. This is to ensure the security of your order. If you're not home at the time of delivery, the courier will arrange a redelivery or pickup from a local depot.

  • Incorrect Address: Please ensure your shipping address is correct and complete when placing your order. We are not responsible for orders delivered to an incorrect or incomplete address provided by the customer. If an order is returned to us due to an incorrect address, you may be charged for redelivery.

Questions?

If you have any questions about our shipping policy or need assistance with your order, please contact our customer service team at: info@houndmates.co.nz

We're here to help!