FAQ's
PROCESSING & DISPATCH 🐾
We know you're excited to receive your order, so we aim to get it on its way as quickly as possible.
All orders are processed and dispatched within 1–2 business days. Once your order has been shipped, you'll receive a confirmation email with your tracking details.
Please note that orders are not processed or dispatched on weekends or New Zealand public holidays.
NEW ZEALAND SHIPPING 🐾
We offer flat-rate shipping nationwide for a simple and hassle-free checkout:
- Standard Shipping: $8.99 NZD
- Free Shipping: Orders over $110 NZD
Estimated delivery times (after dispatch):
- South Island: 1–3 business days
- North Island: 2–4 business days
- Rural addresses: Please allow an additional 1–2 business days.
Delivery timeframes are estimates only and may vary during busy periods or due to circumstances outside our control.
AUSTRALIA SHIPPING 🐾
We currently offer Tracked Economy shipping to Australia:
- Flat rate: $24.99 NZD
- Estimated delivery: 3-10 business days after dispatch.
INTERNATIONAL SHIPPING 🐾
Unfortunately being based in New Zealand all the way at the bottom of the world, means higher shipping prices to reach the rest of the world.
For Tracked Economy, we offer the flat rates below:
- Asia: $59.99 NZD
- UK, EUROPE, US: $64.99 NZD
- Estimated delivery: 6-13 business days after dispatch.
For more info on International shipping, please visit https://www.nzpost.co.nz/business/shipping-internationally/world-zones
Please note:
- Orders may be subject to customs clearance, which can occasionally cause delays.
- Any customs duties, taxes or import fees are the responsibility of the recipient.
TRACKING YOUR ORDER 🐾
Once your order has been dispatched, you'll receive an email with your tracking number so you can follow your parcel's journey right to your door.
DELIVERY ISSUES & ADDRESS ACCURACY 🐾
Please ensure your shipping address is correct before completing your order.
Dear Dog is not responsible for parcels delayed, lost or returned due to an incorrect or incomplete shipping address provided at checkout.
If your tracking shows your parcel has been delivered but you can't locate it, we recommend contacting the courier first. If you still need assistance, please reach out to us at sales@deardognz.com and we'll do our best to help.
A SMALL NOTE 🐾
While we work hard to dispatch orders promptly, occasional courier delays can happen during peak periods, public holidays or due to weather events. We appreciate your patience and understanding if this occurs 🐾
At Dear Dog, we take great care to ensure every product is of the highest quality before it leaves us. We encourage you to carefully read each product description, ingredients, sizing information, and usage guidelines before placing your order. If you're unsure whether a product is right for your dog, we're always happy to help before you purchase.
Change of Mind 🐾
Due to the nature of our pet care products, we do not accept returns or exchanges for change of mind, incorrect purchases, or if a product is not suitable for your dog. This policy is in place for hygiene and safety reasons and helps ensure every dog receives products that are un-used and perfectly safe.
Damaged, Faulty or Incorrect Items 🐾
If your order arrives damaged, faulty, or you have received the incorrect item, please contact us within 14 days of delivery and we'll make it right!
Refund/Return Process 🐾
1. Please email sales@deardognz.com with:
- Your order number.
- A description of the issue.
- Clear photos of the damaged, faulty, or incorrect item.
2. Once we receive your return request, we will provide you with further instructions, and we'll offer either:
- A replacement product (subject to availability)
- A full refund to your original payment method.
Approved refunds will be processed to your original payment method. Please allow 3–5 business days for the refund to appear in your account after it has been processed.
Return Shipping 🐾
If a return is required for a damaged, faulty, or incorrect item, we will provide return instructions. Where the item is confirmed to be faulty or incorrect, Dear Dog will cover any reasonable return shipping costs.
More Questions?
If you have any questions about our Refund & Returns Policy or need help choosing the right product before ordering, we'd love to help. Fill out our contact form or email: sales@deardognz.com
Send us an email at sales@deardognz.com ASAP and we’ll try to catch it in time. If it’s already been dispatched, it’s out of our paws and you will need to follow our refund/exchange policy above 🐾
We accept secure payments via Visa, Mastercard, American Express, PayPal & Afterpay.
Absolutely not.
Our shampoo is carefully formulated to be gentle and suitable for dogs of all ages. Made right here in New Zealand, we use high-quality ingredients and avoid harsh additives we wouldn't feel comfortable using on our own dogs. It contains a light, pet-safe fragrance (less than 1% of the formula) and no essential oils. The formula is also pH balanced for dogs.
If your dog has particularly sensitive skin or known allergies, we recommend reviewing the ingredient list, performing a patch test before first use, or consulting your veterinarian.
You can find the full ingredient/material list on each product page, nothing to hide here!
Our premium dog wash is proudly made right here in Aotearoa, New Zealand. We chose to manufacture locally so we could work closely with trusted experts, source high-quality, ethically sourced ingredients, and support other New Zealand businesses.
Our brushes and towels are proudly made in China. Partnering with experienced manufacturers allows us to offer premium products at fair prices without compromising on quality. We know that high-quality pet products can be expensive, so we set out to create beautifully made essentials that offer premium quality at a more accessible price.
We spent a long time finding manufacturers we genuinely trust for their quality, safety, and consistency. Every product has been carefully selected, tested, and approved by us before it ever reaches your dog.
