FAQ's

ORDERS

  • Can I cancel my order? Once an order is placed we're unable to cancel the order. Once received you're welcome to make a return with us, as long as your items meet our returns criteria.
  • I've ordered the wrong size/colour! Once an order is placed we're not able to cancel or make any changes to the order. Once received you're welcome to make a return with us, as long as your items meet our returns criteria.
  • I've entered the wrong address! Woof! We’ll need to try and fix this for you before your order ships, so please get in touch straight away with your Order ID and correct shipping address.
  • I didn't get a confirmation email! Make sure you’ve checked your junk and spam folders in case the automatic notification has been sent there. You can mark us as SAFE too so that you won’t miss a beat from us in future! Still no luck finding this one? Not to worry, just send us an email so we can resend it to you!
  • I have received the wrong item! If you've double checked your order confirmation and have received the wrong size or item, please reach out to our Customer Experience Team so we can help right away!
  • My item arrived faulty! Meow! Our Customer Experience team are able to assist with this as a priority, so please reach out before making a return.
  • I am missing an item from my order! Firstly make sure the item isn’t hiding amongst the wrapping or stuck to the inside of the parcel. Still missing? Not to worry, just get in touch with our Customer Experience Team for more help!

PAYMENTS

  • What payment options are available? We accept all major credit and debits cards, as well as PayPal.
  • HELP! My promo code is not working! Promo code not applying? Just make sure it’s valid for all items in your order - if you’re still having any trouble applying these just send through a screenshot of the page that displays so we can help!
  • Can I use two or more credit/debit cards in one transaction? We can only accept one card payment per order.

TECHNICAL ISSUES

  • I am having trouble with the site! If you’re still having trouble, please email us a screenshot of the page that displays so we can assist you further.
  • I've forgotten my password! By following the reset my password links you can safely and securely reset your password directly. Just make sure to check your junk/spam folder for the automated notification.

SHIPPING

  • How can I track my order? Once your order has been packed, you will receive an email with your tracking number and link. All parcels are sent via NZ Couriers and you can track your order here. 
  • Can I use my P.O .Box? No, unfortunately we cannot ship to P.O. Boxes.
  • How long should I wait if my order doesn't arrive? If your order does not arrive within 6 working days, please email our customer services team, with your name and order number and we will find a solution for you. Send all emails to plasticfreepets.11@gmail.com
  • Can I check my delivery details? You can read and update specific delivery details here at the NZ Couriers website. 
  • When is your order cut off time? Please note our order cut off time is 3pm each day. We will do our best to get your order out as soon as possible. 

International shipping coming soon...

View our full policies here