Red Dog Rehabilitation - SHipping & Handling information

  • Who is your postal carrier? We use New Zealand (NZ) Post as our carrier for New Zealand and Australian orders.  When delivering to Australia, the items are carried by the local Australia post carrier upon arrival in the country.  Please note that FedEx has used Australia post as a carrier for our orders once they land in Australia.  For items being sent to other countries we will compare pricing and delivery times of NZ post and FedEx and discuss options with you prior to the order being confirmed. 
  • How long does the item normally take to dispatch? We aim to dispatch within one working day.  However, for orders placed before 10am in the morning, we do try to have same day dispatch whenever possible.  Please let us know if an order is urgent via email at [email protected] and via text 027 487 7600 so we can let you know if your request can be accommodated that day.  
  • How long will the order normally take to arrive?  NZ post tracking (our standard postal option) aims for 3-5 working days.  NZ post courier aims for 1 working day delivery North Island and 2 working days South Island.  Day zero is the first day it arrives into the NZ postal system.  Learn more about what a working day definition means here: https://support.nzpost.co.nz/s/article/Delivery-timeframe-What-is-a-working-day?language=en_US  
  • Do you have an express option? NZ post offers an express courier option that we can check pricing for you if an order is urgent.  Please let us know. This service is dependant upon staff availability and is not guaranteed to be available.   
  • How can I check if there are delays in the network?  Delays do happen, especially at peak times of the year like around Christmas, and during weather events.  We are unable to compensate you for a delayed item as our delivery times are not guaranteed.  You are able to check for delays in the network via this link: https://www.nzpost.co.nz/contact-support/domestic-delivery-updates
  • Why can't you guarantee my delivery time?  As we are not the postal carrier, we are unable to guarantee any delivery times either before they reach us for incoming orders, or after they leave us.  To check domestic delays in the NZ post network please check: https://www.nzpost.co.nz/contact-support/domestic-delivery-updates 
  • How do I track my order? When the order is dispatched from us, we will send you an email with an NZ post tracking number. Simply use this link with your tracking number to track your item. https://www.nzpost.co.nz/tools/tracking 
  • When do I need to tell you if I haven't received my item?  For New Zealand orders, please let us know within 5 days of your order being placed if the order hasn't arrived yet.  For international orders, please let us know if the order hasn't arrived within the expected time frame discussed. This allows us to launch an enquiry asap.  If an enquiry isn't launched within 7 working days the transit insurance is void.   
  • How will I know when my order is sent and what my tracking number is?  When an order is dispatched we will email you a tracking number. Please check your spam folder if you haven't heard from us within 2 working days of your order being placed.  If you still can't find it, please make contact via email at [email protected]
  • Do you insure your orders in transit?  We use NZ post as they are able to provide some insurance within their postal service. However, please be aware they will not insure any items that are left by owner instructions (written on the packaging) overriding a signature service or with an ATL in place. Even if a signature service has been paid for, they will not cover any loss if you have an ATL in place and they are able to place their courier at the correct location at the correct time according to their van GPS tracking.  We are only able to replace orders that are deemed lost by an NZ post investigation as they are the insurance provider while orders are in transit.       
  • Do you send to ATL (authority to leave) postal addresses?  Yes, we are able to send to an ATL address, however, please see the question above regarding insurance. If an item doesn't arrive at an ATL address, but the NZ post enquiry finds the courier driver was there at the correct time (via van GPS), then they will not insure it.  Therefore we are unable to insure and replace the item.  
  • Can you send to PO Boxes? Yes, we are able to do that as we use NZ post. 
  • Can I pick up my order? We do have a pick up option from a separate work place we have a relationship with in Drury, Auckland.  Please be aware this is a contactless pick up that does have a delivery fee of $25.  Please contact us via email to arrange this service. It's availability varies depending upon the work place in Drury opening hours.  
  • I still have other questions, How can I find out the answer? If you still have unanswered questions, please contact us via our contact form or at [email protected]