Shipping Policy

Delivery Costs

Orders over $50 NZD
Free shipping within New Zealand.

Orders under $50 NZD

  • Urban delivery: $7.50 NZD
  • Rural delivery: $13.50 NZD

Please select the correct rural delivery option at checkout to avoid delays or additional charges.
Delivery Times

Delivery within New Zealand usually takes 2–7 working days, depending on your region.

Working days are Monday to Friday and exclude weekends and public holidays. Delivery may take a little longer during busy periods or when delays occur outside our control.
Tracking Your Order

Once your order is on its way, you’ll receive a shipping confirmation email with a tracking number.

Simply follow the link in the email to check your parcel’s progress and estimated delivery time.
Delivery Details

Please check that your name, street address and contact details are complete and correct before placing your order.

We cannot accept responsibility for delays, losses or additional costs caused by incorrect or incomplete delivery information.
Product Availability

All orders are subject to product availability at the time of dispatch. We do our best to keep stock information accurate and up to date.

If an item becomes unavailable while your order is being prepared, we’ll contact you and arrange an appropriate refund or alternative.

Return Policy

Cancellations & Returns

Choosing what goes into your pet’s bowl matters, and we want you to feel good about every Novawild order.

For food safety and quality-control reasons, we’re unable to accept physical returns once our products have left our warehouse. If something hasn’t gone as expected, please get in touch. Our team is always here to help.
Order Cancellations

If you need to cancel or change your order, please contact us as soon as possible.

Orders can be changed or cancelled before dispatch. Once an order has left our warehouse, we are unable to cancel or recall it. If it has been packed but not yet collected by the courier, we’ll do our best to help where possible.
Damaged, Incorrect or Faulty Orders

If your order arrives damaged, contains an incorrect item or has an apparent product quality issue, please contact our team within 7 calendar days of delivery so we can help as quickly as possible.

Depending on the situation, we may offer:

  • A replacement product
  • A replacement order
  • Store credit
  • A solution that best fits the situation

To help us look into the issue, we may ask for:

  • Your order number
  • Clear photos of the parcel or product
  • The batch code and best-before date, where relevant
  • A brief description of the issue

Please keep the product and its original packaging until we have reviewed the matter. Issues reported after the seven-day period may not be accepted.
Change of Mind

For food safety reasons, we’re unable to accept returns or provide refunds for change-of-mind purchases once an order has been dispatched.

If you are unsure which Novawild product to choose, please contact us before ordering. We’ll be happy to help you find the most suitable option for your pet.
Purchases from Retail Partners

If you purchased your Novawild product from one of our retail partners, please contact the store directly regarding its returns process.

We know someone special will be waiting for every Novawild order. We’ll pack yours carefully and send it on its way as soon as we can. If anything doesn’t go as expected, we’ll be here to help.