Small Pets

Shipping

Some items may have special conditions attached for specific periods of time which include free shipping. The special conditions only relate to the specified items and within the specified time period. The Seller reserves the right to refuse free shipping should the order not comply with the specifications.

Shipping may vary according to weight and/or dimensions of the products purchased and location of the shipping address. Shipping costs for orders will be shown at the checkout before payment is required.
Once the Seller has confirmed acceptance of the Buyer's order, the Seller will endeavour to dispatch the Buyer's order within 3 business days unless specified otherwise. Failure to dispatch the order within 3 business days does not give rise to a right to cancel the order.

The Seller reserves the right to dispatch the Buyer's order in one delivery or by instalments. If the Seller intends on dispatching in instalments the Seller will inform the Buyer of the nature of the instalments and the expected delivery date. Failure to deliver any instalment does not entitle the Buyer to cancel the order and/or return any instalments already delivered. The Buyer may however cancel any undelivered instalments by written notice to the Seller up until the time that the instalment is packaged and awaiting shipping. Once the item is packaged for shipping, the order cannot be cancelled.

Should the Buyer cancel an instalment pursuant to these terms, the Seller in it’s sole discretion determines the value of the cancelled products for the purpose of refunding the cost of the cancelled instalment to the Buyer.

Any estimated delivery times provided by the Seller are best estimates. The Seller is not bound by any estimates and will not be liable for any loss, expense, or other damage caused by any delay in delivery.

The Buyer may specify delivery instructions for an order. The Seller will not be responsible for any order that is delivered in accordance with the Buyer’s delivery instructions.

Shortages, Damages or Loss in Transit

If there is a shortage in the quantity of products delivered, the liability of the Seller is limited to either the provision of the non-delivered products or the cost of the non-delivered products. Where the Buyer believes that there is a shortage in the quantity of products delivered, the Buyer must notify the Seller of any such claim within 7 days of receipt of the products and must provide the Seller with a minimum of one calendar month to investigate that claim. If the Seller agrees that there has been a shortage, the shortage will be rectified by providing the non-delivered products or refunding the cost of the non-delivered products.

All orders delivered within New Zealand are insured by the Seller against damage or loss during transit up to the value of NZ$1500. The Seller will not accept any liability for loss or damage in transit that exceeds the value of the loss or damage insurance applying to that delivery. Any excess loss or damage cost is the responsibility of the Buyer.

Products leaving the Seller's premises are checked for damage and confirmed to be undamaged, then adequately packed. Claims for damage or loss in transit must be made against the carrier in the prescribed manner:

• Prior to acknowledging delivery to the carrier the Buyer must ensure that the complete consignment as per the carrier's note has been received.
• Should there be a shortage or visible damage to outer packaging the carrier's note must be endorsed accordingly.
• Within 7 days of receipt of consignment the Buyer must ensure that all products received are in good order and condition.

No damage claims will be considered after 7 days of receipt of products. While no liability for products damaged or lost in transit will be accepted by the Seller details of any claim should be advised to the Seller.

Returns

Returns are evaluated by Totally Vets Ltd on the reason for return in line with our obligations under current New Zealand consumer legislation. If the return is accepted, the Buyer will be provided with a full refund (less shipment and other expenses incurred by us) for Non-refrigerated products so long as such products are unopened and undamaged and are returned within 14 days of purchase. Refrigerated products are non-refundable for safety reasons.