Welcome to the PETNESTCARE Help Centre. Below are our frequently asked questions about pet cleaning tools and operating standards. Our policies comply with New Zealand business regulations and European consumer protection directives.
Orders & Payments
Which payment methods do you accept?
We offer a variety of secure payment options to facilitate a smooth checkout experience. You may complete your purchase using major credit and debit cards, including Visa, Mastercard, and American Express. Additionally, we support digital wallet solutions such as Apple Pay and Google Pay for your convenience.
Is my transaction information handled professionally?
All payment processing is conducted through secure, industry-standard infrastructure. PET SUPPLIES LIMITED does not store your full card details; instead, transactions are managed by established financial service providers to ensure the integrity of your data during the checkout process.
Shipping & Delivery
How is my order dispatched?
We manage our inventory directly from our Auckland facility. For our European clientele, we collaborate with premier priority courier services, including DHL, FedEx, and UPS, to ensure professional handling of your grooming tools.
What is the expected delivery timeline?
Standard international transit to Europe typically requires 7 to 12 business days.
How can I monitor my delivery?
To maintain transparency, our system automatically generates notification emails at critical milestones:
Upon order dispatch from our facility.
Upon arrival at regional sorting hubs.
When the parcel commences local delivery.
These updates are sent to the email address provided at the time of purchase.
What happens if my delivery is delayed? If your order exceeds the standard transit window, please contact our support team. We will initiate a formal investigation with the carrier. Based on the outcome of the inquiry, we will exercise our professional discretion to arrange either a full reimbursement or a replacement dispatch.
Returns & Refunds
What is the “Right of Withdrawal” for European customers?
In alignment with the European Consumer Rights Directive, customers in Europe have a 14-day window from the date of physical receipt to withdraw from their purchase without justification. To initiate this process, please contact us at contact@petnestcare.com. Items must be returned in their original, unused condition to our New Zealand facility at the customer’s expense.
What should I do if an item arrives damaged?
We always prioritize product integrity. If pet cleaning tools arrive defective or are damaged during shipping:
Contact our customer service email within 14 days of receipt.
Provide clear photographic evidence of the issue.
Upon verification, we will process a refund or dispatch a replacement. In these instances, you are not required to return the damaged item to us.
Will I have to pay customs duties or taxes?
No. We ship all orders to Europe with duties and taxes pre-paid (DDP). The price you pay at checkout is the final price, and you will not face any unexpected customs fees upon delivery.
Corporate Information
Who operates PETNESTCARE? PETNESTCARE is a proprietary brand owned and operated by PET SUPPLIES LIMITED, a registered entity in New Zealand (Company No. 8175482; NZBN 9429049201550).
How can I contact you? Our team is available to assist with professional inquiries via:
Email: contact@petnestcare.com
Telephone: +64 800797473
Registered Address: Cleaver Partners Limited, Level 1, 26 Crummer Road, Grey Lynn, Auckland, 1021, New Zealand
