Frequently Asked Questions (FAQs)
Last updated: 9 June 2026
Welcome to the Kiwiwags FAQ page — your quick guide to shopping with us, tracking your order, understanding delivery, starting a return, and caring for your pet’s new favourites.
If you cannot find the answer you need, our team is always happy to help at support@kiwiwags.nz.
1. Who is Kiwiwags?
Kiwiwags is a New Zealand-facing online pet store created for pets and the people who love them. We offer a curated range of dog and cat products, including toys, grooming helpers, walking accessories, comfort items, and everyday pet essentials. Our goal is to make pet shopping feel friendly, reliable, and enjoyable. Kiwiwags is based in Wellington, New Zealand. You can contact us anytime at support@kiwiwags.nz.
2. What is your business information?
Business Name: Kiwiwags
Email: support@kiwiwags.nz
Business Address: 38 Rimu Road, Kelburn, Wellington 6012, New Zealand
Some Kiwiwags orders may be fulfilled through our warehouse partner in Hong Kong.
Warehouse Address: No. 245 Beigang, Sai Kung District, New Territories, Hong Kong
3. Where are your orders shipped from?
Kiwiwags is based in Wellington, New Zealand, and some orders may be fulfilled through our warehouse partner in Hong Kong. This helps us offer a wider selection of pet products while keeping our store accessible to New Zealand customers. Your order may be packed and dispatched from the fulfilment location best suited to the item you purchased. Regardless of where an order is fulfilled, customer support is handled through Kiwiwags at support@kiwiwags.nz. Our warehouse is not a public retail location and does not accept visits, collections, or unapproved returns.
4. Which countries do you ship to?
We currently ship to customers in New Zealand. If we expand shipping to additional countries in the future, we will update our website and Shipping Policy. Please make sure your delivery address is complete and accurate before placing your order. We are unable to guarantee delivery to countries or regions not supported at checkout. If you are unsure whether we can deliver to your location, please contact us before ordering.
5. How much does shipping cost?
We offer flat rate shipping of NZD 6.95 on all orders. This shipping cost is displayed at checkout before you complete your purchase. There are no additional shipping fees for split shipments if your order is sent in more than one parcel. Any charges applied by your bank, card provider, or payment provider are separate from Kiwiwags and are not controlled by us. For full details, please review our Shipping Policy.
6. How long does delivery take?
Orders are usually processed within 1–3 business days after payment has been successfully confirmed. Estimated delivery to New Zealand is typically 8–14 business days after dispatch. Delivery times are estimates only and may vary due to courier handling, customs processing, public holidays, weather events, address issues, or other delays outside normal processing. Once your order has been dispatched, tracking information will be provided where available. If your order is delayed beyond the expected timeframe, contact us at support@kiwiwags.nz and we will help check the status.
7. Will I receive tracking information?
Yes, once your order has been dispatched, you should receive a shipping confirmation email with tracking information where available. Please allow a short time for tracking details to update after dispatch. Tracking updates can occasionally be delayed while a parcel is moving between facilities or being processed by a courier. If tracking has not updated for several business days, contact us with your order number. We will review the available information and help you with the next steps.
8. Can I change my shipping address after placing an order?
If you entered the wrong shipping address, please contact us as soon as possible at support@kiwiwags.nz. We will do our best to help before your order is processed or dispatched. Once an order has been processed, packed, or transferred to a fulfilment partner, address changes may no longer be possible. Kiwiwags is not responsible for delivery issues caused by incorrect or incomplete shipping details provided at checkout. Please always check your name, address, postcode, email, and product selection carefully before completing your order.
9. What payment methods do you accept?
Kiwiwags accepts secure online payments through the payment methods displayed at checkout. We currently accept American Express, Apple Pay, Google Pay, Mastercard, PayPal, Shop Pay, UnionPay, and Visa. Payment method availability may depend on your device, browser, location, card provider, and checkout settings. All prices are displayed in New Zealand Dollars (NZD) unless stated otherwise. Kiwiwags does not store your full credit card or debit card details on our own systems.
10. Is my payment secure?
Yes, payments are processed through secure third-party payment providers and encrypted checkout technology. Kiwiwags does not store your full payment card details. Your payment provider may complete security checks, fraud screening, or verification steps before approving a transaction. These checks help protect customers and our store from unauthorised activity. If your payment is declined, please contact your bank, card provider, PayPal, or payment provider for assistance.
11. Can I cancel my order?
If you need to cancel your order, please contact us as quickly as possible at support@kiwiwags.nz. We will do our best to help if the order has not yet been processed, packed, or dispatched. Once an order has entered fulfilment, cancellation may no longer be possible. If your order cannot be cancelled, you may still be able to request a return after delivery if the item is eligible. Please include your order number and the email address used at checkout when contacting us.
12. What is your return policy?
Kiwiwags offers a 30-day return policy for eligible items. You may request a return within 30 days of receiving your order. To be eligible for a standard return, the item should be unused, clean, in its original condition, and in its original packaging where possible. Items with pet hair, odour, stains, bite marks, scratches, washing, or signs of use may not be accepted for a change-of-mind return. For full details, please review our Returns & Refunds Policy.
13. How do I start a return?
To start a return, email support@kiwiwags.nz within 30 days of receiving your order. Please include your order number, the email address used at checkout, the item you want to return, and the reason for the return. If the item is damaged, faulty, or incorrect, please include clear photos or videos so we can review the issue quickly. Our team will respond with return instructions if your return is approved. Please do not send items to our business address or warehouse address unless we specifically instruct you to do so.
14. Who pays for return shipping?
For change-of-mind returns, customers are responsible for return shipping costs. Original shipping fees are non-refundable unless the return is due to a faulty, damaged, incorrect, or undelivered item where Kiwiwags is responsible. For damaged, faulty, or incorrect items, we will review the issue and provide a fair solution. This may include return instructions, a replacement, or a refund depending on the situation. We recommend using tracked shipping for approved returns.
15. How long do refunds take?
Approved refunds are processed within 10 business days after your refund has been approved. Refunds are issued back to the original payment method used at checkout. Your bank, card provider, PayPal, or payment provider may take additional time to make the funds available in your account. If your refund has been approved but has not appeared after 10 business days, please check with your payment provider first. If you still need help, contact us at support@kiwiwags.nz.
16. What if my item arrives damaged, faulty, or incorrect?
If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible at support@kiwiwags.nz. Include your order number, a clear description of the issue, and photos or videos of the item and packaging where available. This helps us assess the issue quickly and provide the right solution. Depending on the situation, we may offer a replacement, refund, or further return instructions. Your rights under applicable New Zealand consumer laws are not limited by our store policies.
17. What if my order is lost or very delayed?
If your order appears to be lost or has not arrived within the estimated delivery timeframe, please contact us with your order number. We will review the available tracking information and check with the relevant delivery or fulfilment provider where possible. We may ask you to confirm your shipping details so we can investigate properly. If an order is confirmed as lost and has not been delivered to the address provided at checkout, we will work with you on an appropriate solution. This may include a replacement or refund depending on the circumstances.
18. Are all products suitable for every pet?
Not every product is suitable for every pet, so please check the product description, size, features, and intended use before purchasing. You are responsible for choosing products that suit your pet’s size, breed, age, behaviour, health, and supervision needs. Toys, grooming tools, walking accessories, beds, bowls, and other pet products should be used only as intended. Pets should be supervised with new products, especially toys or chew-related items. If an item becomes damaged, loose, sharp, broken, or unsafe, stop using it immediately.
19. Do you provide veterinary advice?
No, Kiwiwags does not provide veterinary advice. Product descriptions and website content are for general information only. If your pet has a medical condition, allergy, injury, behavioural concern, or special care need, please speak with a qualified veterinarian before using a new product. This is especially important for grooming products, wearable items, feeding accessories, and toys for strong chewers. Your pet’s safety and comfort should always come first.
20. Can I return used pet products?
For hygiene, safety, and quality reasons, used pet products may not be eligible for return unless they are faulty or covered by applicable consumer law. Items that show pet hair, odour, stains, bite marks, scratches, washing, or other signs of use may not be accepted for change-of-mind returns. Grooming products, hygiene-related items, bedding, mats, blankets, personalised items, and final sale items may have additional return restrictions. If you are unsure whether your item is eligible, contact us before sending it back. We will review your request and provide clear instructions.
21. Do you offer exchanges?
We may offer exchanges for eligible items if stock is available. If the replacement item is unavailable, we may offer a refund, store credit, or another suitable solution. Exchanges must be requested within the 30-day return window unless the issue relates to a product fault or applicable consumer rights. Items must meet our return condition requirements unless the item is faulty, damaged, or incorrect. To request an exchange, contact support@kiwiwags.nz with your order number and details.
22. Why did my order arrive in separate parcels?
Some orders may be shipped in separate parcels depending on stock availability, product type, or fulfilment location. This is called a split shipment. If your order is split, you may receive more than one tracking update. You will not be charged extra shipping fees for split shipments. If one item arrives before another, please allow time for the remaining parcel to arrive or contact us for help.
23. Do you have a physical store?
Kiwiwags is an online store and does not currently operate a public retail shop. Our business address is used for business correspondence and is not a customer shopping location. Our warehouse partner in Hong Kong is also not open to the public. Customers cannot collect orders or drop off returns without written instructions from Kiwiwags. For all support enquiries, please contact support@kiwiwags.nz.
24. How do I contact Kiwiwags?
You can contact us by email at support@kiwiwags.nz. Please include your order number if your question relates to an existing order. Our team aims to respond within 1–2 business days. For damaged, faulty, incorrect, delayed, or missing items, include photos, videos, and tracking details where available. We are here to help make your Kiwiwags experience as smooth and friendly as possible.
25. Where can I find your store policies?
You can find our key policies in the footer of our website. These include our Shipping Policy, Returns & Refunds Policy, Privacy Policy, Terms of Service, Payment Methods & Policy, and Contact Us page. We recommend reading these pages before placing an order so you understand shipping times, return conditions, payment options, and customer support details. The information on these pages should match what you see at checkout. If anything looks unclear or inconsistent, please contact us before placing your order.
Still Need Help?
We would love to help.
Kiwiwags
Email: support@kiwiwags.nz
Business Address: 38 Rimu Road, Kelburn, Wellington 6012, New Zealand
Warehouse Address: No. 245 Beigang, Sai Kung District, New Territories, Hong Kong
Whether your question is about a playful pup, a curious cat, or an order on the way, our team is here to support you.