We are currently experiencing a back log in orders as Covid begins to affect our suppliers, employees and freight companies, reducing staffing levels.  We are working to get orders dispatched as quickly and safely as possible.

Thank you for your understanding.

Terms and Conditions of Sale

Terms and Conditions of Sale with Otago Petfoods


Shopping and Ordering

Thank you for purchasing a product from us, Otago Petfoods. We are sure you won’t be disappointed. We provide a secure and private shopping experience for all products purchased from our business, and we do not store your credit card information.


How to Order

To order, visit the product page for the product you want to order, make sure you choose the correct product option (this is especially important for fresh or frozen pet food delivery) and click on the “Add to Cart” button. Once you are ready to purchase, click on Checkout.


Payment Options

We provide

  • PayPal to pay by Paypal or credit card
  • Laybuy to pay over a 6 week period
  • POLi - POLi allows you to pay by bank deposit online
  • Please note that as of the 29th of June 2021 we will no longer accept cheques as a form of payment as these are being phased out by our bank.


Getting Order Status

You will receive an e-mail with tracking details once your order has shipped, or when your click and collect order is ready for pick up.

Shipping Policy

We offer a few different shipping options depending on your location and the products chosen.  Click and Collect is free.


Local Home Delivery

We offer a local delivery service for all of our products including fresh and frozen pet food.  Delivery is done during business hours. Local delivery is a $10 flat fee for any type or amount of products.


Balclutha Delivery (COMING SOON)

 We deliver to Balclutha one day a week (day to be advised) $10 Flat fee regardless of order amount.


South Island Delivery

For regular products, shipping is calculated at checkout.

Fresh and Frozen pet food is shipped in a poly bin (Freight and poly bin cost are included in the product retail price).  Unfortunately due to the nature of fresh and frozen products, we can't deliver these to rural addresses as delayed shipping times can affect the quality of the product.  If you live rurally and would like to purchase our fresh or frozen pet food, please email us at office@otagopetfoods.co.nz and we can discuss other options. 

All of our other products are available to be shipped to rural addresses.


Orders are sent via New Zealand Couriers or Post Haste

Our delivery timeframe of 1-3 working days for urban delivery and 3-5 working days for rural delivery is from the date that the order has been picked up by the courier, not from the time the order was placed. Once the order has left our premises, we have no control over the delivery time.

If for any reason we do not have a product in stock you will be contacted as soon as possible to advise you of any delay in delivering the product. 


Product Enquiries 

If you feel you need assistance with your product or just need a bit of advice, there are plenty of ways we can help. You can call us on 0800 RAW4PETS or email us at office@otagopetfoods.co.nz.  You can also use the Messenger Chat window on the right-hand bottom of the screen.



You can request to cancel your order through the Contact Us page within one hour of the order being placed. Any request received after that we will attempt to change but regret in most cases order packing and dispatch will already have taken place.


Returns and Exchanges Policy

Regular Products

Our Business is committed to providing quality products to our customers. We are happy to accept returns if for any reason you are not completely satisfied with any product you have purchased online, provided the purchase was made within the last 30 days, the product is unopened and in original condition and the product is eligible for return.  

If you have changed your mind about a product, you may be eligible for an exchange or store credit note. However, the return of your product to us is at your own cost. Please contact us to discuss your options.

If you would like to exchange your item, please get in contact with us and we will confirm if the alternative item is available or not. If you have ordered the wrong product, contact us and we will see what we can do.


Fresh & Frozen Pet Food

Due to the nature of fresh & frozen products, you cannot return or exchange these products. If your product has been damaged during delivery or the wrong product has been delivered, you will need to contact us ASAP by phone at 0800 RAW4PETS  or by email at office@otagopetfoods.co.nz to discuss what your options are.  Do not throw out the packaging or product as photographic evidence may be required for claim purposes.


Damaged, Lost or Defective Products 

If you suspect your product has been damaged during delivery, please do not throw away the parcel or cover in which the product came. Do not sign for the parcel from the courier company. Please contact us by phone or email and we will organise the return of the product for inspection and will endeavour to send you a replacement as soon as possible.

You must return to our Business within 10 days any products that are damaged or notify us of any lost or incomplete deliveries so that we can inspect the products or lay claim against the carrier. Failure to do so will result in the claim being declined.

Our Business reserves the right to decide in its sole discretion whether it will accept the return of any products for credit, repair, or replacement. Our Business will not accept the return of any product that has been tampered with, damaged by pets (eg chewed lead) where the damage has resulted from misuse or incorrect storage by the Customer or where the product is expressly sold on a no-returns basis. Where a returned product is not accepted, they will be returned to the Customer at the Customer’s cost. Receipt by our Business of returned product does not constitute acceptance for any purposes.


Consumer Laws

Where legally obligated, we will meet our obligations under all relevant consumer protection laws and any product which is faulty, damaged, or expired can be returned at any time for a full refund, including the cost of shipping.

Where a product is eligible for a refund, we will endeavour to refund you within 10 working days.