Help & FAQ's

1. Who are we? Vet Warehouse NZ is an online veterinary and pet products store based in New Zealand. We have distribution warehouses in Auckland, Hamilton, Palmerston North, and Christchurch to ensure super fast delivery nationwide. 
   
   Our online vet store provides a wide range of pet supplies, medications, and health products for various animals, including dogs, cats, horses, small animals, and more. We aim to offer a more affordable and convenient shopping experience for pet owners, delivering products right to their doorstep.
   

2. Are you a substitute for a local veterinarian? No, we are not a substitute for a local veterinarian. While we are a vet-led online vet store and offer pet products and medications, we are not equipped to provide medical advice or emergency assistance for your pets. In case of any emergencies or health concerns, please contact your local veterinarian immediately.
   

3. How do we contact Vet Warehouse Veterinarian if we have a question? You can contact us at hello@vetwarehouse.co.nz and we will endeavour to answer any questions you may have.
   

4. What should I do in case of a pet emergency? In case of a pet emergency, it is crucial to seek immediate professional help. Please contact or visit your local veterinarian or the nearest animal emergency clinic without delay. They are trained to handle emergency situations and provide the necessary care and treatment for your pet.
   

5. Can you diagnose my pet's condition or provide medical advice? As an online vet store, we do not diagnose medical conditions or provide medical advice for your pets. Only qualified veterinarians who have physically examined your pet can accurately diagnose and provide appropriate medical advice. If you have health concerns regarding your pet, consult your local vet for personalised guidance.
   

6. Can I order prescription medications from your store? Some prescription medications may be available on our online vet store, but they will require a valid prescription from your veterinarian. We recommend consulting your vet before purchasing prescription medications to ensure they are suitable for your pet's condition.
   

7. How can I contact your customer support for non-emergency inquiries? For non-emergency inquiries, such as questions about our products, orders, or general information about our store, you can contact our customer support team through email at hello@vetwarehouse.co.nz or phone on 0800 104 884. We'll be happy to assist you with any non-urgent matters.
   

8. What other services do you provide apart from selling products? Aside from selling pet products, we may occasionally offer informational content related to pet care and health on our website. Additionally, we strive to ensure a smooth and efficient shopping experience for our customers.

Remember, your pet's health and well-being are of utmost importance, and in any medical emergency or health-related situation, always rely on the expertise of your local veterinarian. Our online vet store is here to support you in providing the best care for your beloved pets.

 

Orders: 

1. Can I cancel or change my order after submitting it? We understand that plans change and mistakes can happen. We'll do our best to accommodate order changes when possible. However, once an order is processed, we may be unable to cancel or make changes.

2. Can I change the delivery address after submitting the order? If your order has already been processed, we can't cancel it or change the delivery address. However, if the new address is within 75km of the original delivery address and the parcel hasn't left the sorting depot, you may be able to redirect it through NZ Post using the tracking number provided in your shipping confirmation email.

3. How do I track my order? We'll send you a tracking link in our dispatch notification email. Click the link to be redirected to the NZ Couriers website and tracking page. We also include the tracking numbers in our shipping confirmation email once your order has been shipped from our warehouse.

4. How do I check the status of my order? After processing your order, we'll send a confirmation email with your delivery tracking number(s). If you don't see the email, check your spam or junk mail folder. You can also check the status by logging into "My Account" at the top right of our webpage, going to Order History, and selecting the order you wish to view.

Can't find a product? We continuously expand our product range, but if you can't find a specific item that your regular veterinarian offers, let us know. We may be able to source it for you at a lower cost. Contact us at 0800 104 884 or email hello@vetwarehouse.co.nz.