Shipping Policy
Last updated: 9 June 2026
Thank you for shopping with Kiwiwags. We know your pet’s new favourites are exciting, so we work to process, pack, and ship every order as smoothly as possible.
This Shipping Policy explains our shipping rate, processing times, estimated delivery time, fulfilment information, and what to do if your order is delayed, missing, or arrives damaged.
Business Information
Business Name: Kiwiwags
Email: support@kiwiwags.nz
Business Address: 38 Rimu Road, Kelburn, Wellington 6012, New Zealand
Warehouse Information
Some Kiwiwags orders may be packed and fulfilled through our warehouse partner in Hong Kong.
Warehouse Address: No. 245 Beigang
City: Sai Kung District, New Territories
Country: Hong Kong
This warehouse helps us process and fulfil selected orders efficiently while allowing us to offer a wider range of pet products to customers in New Zealand.
Please note that our warehouse is not a public retail location and does not accept customer visits, order collections, or unapproved returns.
If you need to return an item, please contact us first at support@kiwiwags.nz so we can provide the correct return instructions.
Shipping Destinations
We currently ship to customers in New Zealand.
If shipping becomes available to additional countries in the future, we will update this policy.
Shipping Rate
We offer flat rate shipping of NZD 6.95 on all orders.
This shipping cost will be clearly displayed at checkout before you complete your purchase.
Order Processing Time
Orders are usually processed within 1–3 business days after payment has been successfully confirmed.
Orders are processed Monday to Friday, excluding New Zealand public holidays.
During busy periods, promotional events, or seasonal peaks, processing may take slightly longer.
Estimated Delivery Time
Estimated delivery time to New Zealand is typically 8–14 business days after dispatch.
Delivery times are estimates only. Actual delivery may vary depending on courier handling, customs processing, public holidays, weather events, address issues, or other delays outside normal processing.
Order Confirmation
After placing your order, you should receive an order confirmation email.
Please review your order details carefully, including your name, shipping address, email address, and product selection.
If you notice an error, please contact us as soon as possible at support@kiwiwags.nz.
Tracking Information
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.
Please allow a short time for tracking details to update after dispatch.
If your tracking has not updated for several business days, contact us at support@kiwiwags.nz and we will help check the status of your shipment.
Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
Kiwiwags is not responsible for delays or failed deliveries caused by incorrect, incomplete, or outdated shipping information provided by the customer.
If you entered the wrong address, please contact us immediately at support@kiwiwags.nz. We will do our best to help, but we cannot guarantee that address changes can be made once an order has been processed or dispatched.
Delayed Orders
If your order has not arrived within the estimated delivery timeframe, please contact us at support@kiwiwags.nz with your order number.
We will review the tracking information, check with the relevant delivery or fulfilment provider where possible, and help you with the next steps.
If an order is significantly delayed or cannot be delivered, we will work with you to provide a fair solution in line with applicable New Zealand consumer laws.
Lost Orders
If your order appears to be lost in transit, please contact us at support@kiwiwags.nz.
We may ask you to confirm your shipping details and allow time for the courier or fulfilment provider to investigate.
Where an order is confirmed as lost and has not been delivered to the address provided at checkout, Kiwiwags will work with you to arrange an appropriate solution, which may include a replacement or refund.
Damaged Orders
If your order arrives damaged, please contact us within 7 days of delivery at support@kiwiwags.nz.
Please include:
- Your order number
- A description of the issue
- Clear photos or videos of the damaged item
- Photos of the packaging, if available
This helps us review the issue quickly and provide the best possible solution.
Customs, Duties, and Import Processing
Some orders may be shipped from our warehouse partner in Hong Kong.
For New Zealand customers, any applicable customs processing, duties, taxes, or import-related requirements will be handled according to New Zealand law and courier procedures.
If any unexpected import issue affects your order, please contact us so we can assist where possible.
Split Shipments
If your order contains multiple items, they may occasionally be shipped separately depending on stock availability and fulfilment location.
If this happens, you may receive more than one tracking update. You will not be charged additional shipping fees for split shipments.
Returns
Please do not send returns to our business address or warehouse address unless we have instructed you to do so.
If you need to return an item, please contact us first at support@kiwiwags.nz so we can provide the correct return instructions.
For full details, please refer to our Returns & Refunds Policy.
Contact Us
For shipping questions, delivery updates, or help with an order, please contact us:
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