Shipping policy
At Companion Haus, we carefully source premium pet accessories from trusted international partners to bring thoughtfully selected products to New Zealand pet owners.
We understand that waiting for something special can be exciting, and we aim to make shipping as smooth and transparent as possible.
Shipping Costs
Free standard delivery is available on eligible New Zealand orders with a product subtotal of NZ$300 or more.
For orders below NZ$300, delivery charges are displayed at checkout before payment. Charges may vary depending on the products and shipment weight.
Shipping Locations
Companion Haus currently ships within New Zealand only.
Processing Time
Orders are typically processed within 1–3 business days before dispatch.
During periods of high demand, public holidays, or supplier delays, processing may occasionally take longer.
Estimated Delivery Time
Delivery is generally estimated at 8–14 business days after dispatch, in addition to the processing time above. This is an estimate, and delivery may take longer due to customs clearance, courier delays, or public holidays.
As Companion Haus products are carefully sourced from trusted international suppliers, delivery times may vary depending on:
- supplier processing;
- courier services;
- customs clearance;
- seasonal demand;
- public holidays.
We always aim to deliver your order as quickly as possible.
Order Tracking
Where tracking is available, shipping confirmation and tracking details will be sent via email once your order has been dispatched.
Shipping Delays
While we work closely with our fulfilment partners and couriers, occasional delays outside our control may occur. If your order experiences a significant delay, please contact us at: admin@companionhaus.co.nz and we will do our best to assist.
Incorrect Shipping Information
Please ensure your shipping details are entered correctly at checkout. Companion Haus is not responsible for delays or failed delivery resulting from incorrect address information supplied by customers. If you notice an error, please contact us as soon as possible. We will do our best to amend your order before fulfilment begins.
Lost or Missing Orders
If your parcel appears lost or significantly delayed, please contact us and we will work with the courier or fulfilment partner to investigate.
Multiple Item Orders
From time to time, items within the same order may arrive separately depending on supplier location or fulfilment arrangements.
Customs and Import Charges
Our prices include any applicable import duties, import taxes, and courier customs-clearance fees. These costs are covered by Companion Haus.
If you receive a payment request relating to these charges, please contact admin@companionhaus.co.nz before paying so we can arrange payment.
We’ll also include those costs in our margin calculations when they arise.
Companion Haus currently ships within New Zealand only. Customers will not be charged additional import duties at delivery.