Terms & Conditions

Terms and Conditions

By visiting our website and/or purchasing from us, you agree to the terms and conditions below. We may revise these terms and conditions at any time without notice however the current version of the terms and conditions will always be available on this website. “We”, “us” and “our” refer to NZVETCO Limited (“Vet Warehouse”). “Product” means the goods or services supplied to you by Vet Warehouse.

You agree that your use of the service is at your sole risk. We are not liable for any loss or damages whatsoever from the use of, or reliance on the Vet Warehouse website. Vet Warehouse excludes all liability (including for negligence) to you or anyone else in respect of any loss or damage (including special, indirect or consequential loss or damage such as loss of revenue, unavailability of systems or loss of data) arising from or in connection with any, use of the information on or access through the Vet Warehouse website.


In order to purchase from Vet Warehouse, you must register as a member on our website. You are responsible for keeping your personal information up to date through the accounts page on the website.

By completing the registration process and/or accessing our website as a Member, you are confirming that you are eligible for membership and that you agree to be bound by the Terms and the Privacy Policy, without qualification.  We reserve the right to reject any application for membership. 

Customer Service Policy

At Vet Warehouse we do our very best to ensure that your pets product arrives on time and in a good condition. If there is a problem with your order, please contact us as soon as your order arrives so we can look into the issue and try to resolve it. If a product inside the parcel is damaged, please contact us at so we can sort it out.

Autoship Policy

By checking "AutoShip & Save" and agreeing to our terms on the Vet Warehouse checkout page, you agree to accept these terms and conditions for our AutoShip subscription program. These Terms constitute the entire agreement between yourself and Vet Warehouse, relating to our AutoShip subscription. Your use of the Vet Warehouse website is also governed by our Terms of Use and Privacy Policy as well as all other applicable terms, conditions, limitations and requirements on the Vet Warehouse website, all of which (which may change over time) are incorporated into these Terms. When placing an order and subscribing to our AutoShip program, you accept all of these terms, conditions, limitations and requirements. Please read these Terms fully.


When you purchase product(s) on Vet Warehouse and subscribe to our AutoShip program, you are signing up for continuous shipments of these products and can select how often you would like these product(s) delivered to you. You are able to change your delivery schedule at any time (including on a one-time basis), as well as the delivery address, payment method, and products you wish to include in your subscription. Additionally, when you purchase certain products designated under an AutoShip subscription and sign up to the AutoShip program for such products, you will save an additional savings on our everyday low prices.

Vet Warehouse reserves the right to change AutoShip benefits at any time at its sole discretion, including but not limited to, discount amounts and eligibility used to determine discount amounts. However, Vet Warehouse will not change the price of your next shipment once you have authorised an order as set forth in these Terms. Some of our offer details may change as you receive deliveries over time (for example, price, GST, availability, shipping charges). Subscriptions are good while supplies last.

Automatic Order Creation

When you submit your initial order for a product(s) and subscribe to our AutoShip program, you will receive a notification that your AutoShip subscription has been created and your first order will be processed. Your first order will be processed immediately, and your desired payment method will be charged as soon as the order is placed. Your AutoShip subscription will then automatically create a new order according to your desired delivery schedule, until the time that you make changes to it, or cancel. 

Order Changes or Cancellation

If you wish to make changes to your AutoShip subscription, you have up until 72 hours prior to the ship date selected by you. You will receive a pre-shipment email notification reminding you of your upcoming shipment, the period available to make changes to your order and the scheduled ship date. 

You can edit or cancel your order during the period from when you receive receipt of such email notification and ending up until the time your next order is due to ship. If you do not cancel the order before the day prior to your ship date, your order will be authorised, and a credit card authorisation hold will be placed on the payment method used to create your subscription or updated payment method you may provide. You will see a pending charge during this time as we prepare your order. There is no need to call or update any information online when you see this pending charge. 

Cancellations will only be accepted by cancelling your order online. Email cancellations will not be accepted as we will not be able to actively monitor emails during the 72 hour period. 

Credit Card Authorisations and Charges

When you subscribe to continuous AutoShip deliveries, you will be required to agree to permit us to charge your chosen payment method on a recurring basis, as well as the amount of the charge, this amount shall be set out as detailed below. Vet Warehouse will submit periodic charges to your chosen payment method without further authorisation from you, until you provide prior notice at any time that you wish to cancel or to change your payment method. 

Pricing; Payment / Renewal 

The amount you are charged for a product(s) delivered under our AutoShip program, will be the price of that item as outlined in the pre-shipment email notification. sent 72 hours prior to shipment. Once your order has been shipped, your chosen payment method will be billed at this amount. You will not be charged until your order ships. The total cost charged to your payment method for each AutoShip order will be the price of the item, less the AutoShip and savings discount, plus any applicable shipping charges and GST. Any credit balances on your Vet Warehouse customer account may be applied toward the balance of your order before charging any remaining balance to your payment method.

The charge for each AutoShip item shipment will be billed to the payment method used to create your subscription or as otherwise directed by you. If we are unable to complete your AutoShip order with the payment method you assigned to create your subscription, we will notify you and give you the option to add another payment method to your account.

Your subscription will remain in effect until it is canceled via the Vet Warehouse website. 

Agreement Changes

We may, in our sole discretion, change these Terms, (including all applicable terms, conditions, limitations and requirements on the Vet Warehouse website), without notice to you. If any change to these terms is found invalid, void, or for any reason unenforceable, that change is severable and does not affect the validity and enforceability of any remaining changes or conditions. 


Additional Terms

We may, in our sole discretion, terminate your subscriptions at any time without notice. If we do so, you will only be charged for orders that have been shipped to you. Products are only available for shipping within New Zealand. Your participation in the AutoShip program is personal to you, and you may not assign or transfer your Subscription or any of the benefits to any third party without our authorisation. All returns under AutoShip are subject to the Vet Warehouse Returns Policy. AutoDeliver subscriptions are void where prohibited.  

Cancelling an Order

You cannot cancel an order after you have received the email confirmation confirming our acceptance of the order, unless we can only fulfill a partial delivery.

If we advise you that there will be a partial delivery of your order, you have the right to cancel the request, by following the instructions contained in the email. If you do not cancel the Request within 24 hours of us advising you, we may treat fulfillment of your Request (or partial fulfillment of it) in the manner set out in our email as acceptable to you and proceed to action the Request as modified. This modified Request will be treated as the Order.

Subject to you canceling a request, once your request is accepted and becomes an Order you are committed to the transaction and payment will be processed for the Order immediately following confirmation.

Notwithstanding that we may have confirmed a request, we may cancel an Order (or part of an Order) where a product is unavailable for any reason. Where we cancel an Order (or part of an Order) we will notify you as soon as possible. If we have processed payment for an Order that we have canceled, we will refund the amount paid for the Order or the part of the Order that is canceled.

Price and Payments

Internet security is of paramount importance at Vet Warehouse. Vet Warehouse uses Windcave to process all credit card transactions. Please visit for more information.

The price shown on the Vet Warehouse website is in New Zealand Dollars (“NZD”) and includes GST. All transactions are processed in NZD. We reserve the right to change the price at any time. If you are an existing Vet Warehouse customer on an AutoShip, we will provide you with any price changes in our order confirmation email prior to debiting your nominated credit card. 

Vet Warehouse will debit your nominated credit card on the day of shipment. This depends on which payment term you have selected. (see AutoShip Terms above) Should this payment date fall on a weekend or public holiday, your nominated credit card may be debited on the next working day depending on your bank's policies. "Vet Warehouse” will appear on the cardholder's statement for any payments made via Stripe to us on this website.


Your personal information will remain confidential to Vet Warehouse and/or any associated company or partner. We may from time to time post or email you promotional material that we think may be relevant to you. It is our policy to immediately remove any person from any mailing list upon the person's request.

We may collect and use additional information to carry our internal research on our users' demographics and interests to better understand you. If you email us, post on Facebook, Instagram or any other social media about us or your experience with us and our products and/ or service, we may collect that information for the purpose of improving our service.


Vet Warehouse reserves the right to use any photos or videos emailed or posted to Vet Warehouse, Vet Warehouse social media accounts, including but not limited to Facebook, Instagram and Twitter. These images will be used without compensation to the customer. We don't have to inform the customer of the use.

Limitation of Liability

You expressly agree that the use of this service and the products available through our service are at your own risk. We are not liable for any injury, loss or claim whether direct or indirect arising from the use of the products delivered to you. We always recommend that you supervise your pet before and after treatment and while they are playing with toys or consuming food and treats.

Product Liability

Subject to the Consumer Guarantees Act and Fair Trading Act the liability of Vet Warehouse whether in contract, tort or otherwise for any loss, damage or injury arising directly or indirectly from any defect in, or non-compliance of, a Product or any other breach of Vet Warehouse obligations relating to the Products hereunder shall not in any event exceed an amount equivalent to the price of the relevant Product.

No Liability For Indirect Loss

You have statutory rights under the CGA and FTA to recover compensation for consequential loss arising from a breach of the CGA or FTA, these rights cannot be excluded or limited in any way. Subject to the CGA and FTA Vet Warehouse shall not be liable for any consequential, indirect or special damage or loss of any kind whatsoever arising from or in relation to your use of, or inability to use, the Website, or the delivery or failure to deliver any Products.

Changes to Terms of Service

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

Delays to Delivery

Vet Warehouse always aims to deliver on time but may from time to time be delayed and shall not be liable for failure to deliver on a timely basis.

If Vet Warehouse considers that the delivery of your order is likely to be substantially delayed, Vet Warehouse will contact you (via phone, text, email or your online account) to arrange an alternative delivery timeframe. If that timeframe is unacceptable to you, you may decline to accept the order and Vet Warehouse will credit you with the cost of that delivery. We will credit you by either crediting your credit card or alternatively crediting your account balance in your online account.

Where the delivery date falls on a public holiday, we reserve the right to deliver on the next working (non-public holiday) day. In any such case we will endeavor to notify you at least 36 hours before the relevant delivery date.

Risk Passes on Delivery

Ownership, responsibility and risk in the Products shall pass to the Customer on delivery to the Delivery Point.

Warranties Limited

You have statutory rights under the CGA and FTA that cannot be excluded or limited in any way, subject to those rights all representations, terms, warranties, guarantees, or conditions whether implied by statute, common law or custom of the trade or otherwise, including, but not limited to, implied warranties, guarantees or conditions are excluded to the fullest extent permitted by law. You acknowledge that you do not rely on any representation or statement made by or on behalf of any member of Vet Warehouse other than the express provisions of these terms and conditions. You must ensure that the Products are not used for any purpose for which they are not suitable and you are responsible for using all necessary skill and care in handling and using the Products. You expressly acknowledge and agree that Vet Warehouse does not assume any obligation or liability for any advice given, and that all such Products are accepted by you entirely at your risk.

All Intellectual Property Owned By Vet Warehouse

All right, title and interest in all Intellectual Property in all concepts, systems, written, graphic and other material relating to the Website and its contents is owned by, and shall at all times remain the exclusive property of, Vet Warehouse, its licensors and the providers of any other products and services accessible through the Website, and is protected by New Zealand and international law.

Effect of Force Majeure

If the performance by Vet Warehouse of its obligations under these terms and conditions is prevented by reason of "force majeure" (which shall include prevention occasioned by fire, casualty, accident, act of God, natural disaster, any law, order, proclamation, regulation, demand or requirement of any government or government agency, strikes, labour disputes, shortage of labour or lack of skilled labour, shortage or unavailability of Products or raw materials, delay in transit, electricity or communications failures, or other causes whatsoever beyond the reasonable control of Vet Warehouse) Vet Warehouse shall be excused from such performance to the extent of such prevention.

Collection of Information

The Vet Warehouse website contains applications which collect personal information about you. Vet Warehouse will only use this information to the extent authorised by you, and will only disclose it in the manner set out below.

In using the Vet Warehouse Website, you authorise Vet Warehouse to collect, retain and use your personal information for the purposes of:

• processing your registration application;

• assessing your credit-worthiness;

• undertaking any dealings or transactions with you;

• enforcing any legal or other rights Vet Warehouse may have against you in any manner that Vet Warehouse sees fit;

• sending you any advertising or promotional material;

• enhancing the Website so that Vet Warehouse may offer you a better, more personalised and tailored service; and

• Instructing our third party delivery agents.

Collection From Other Sources

In using the Website you further authorise Vet Warehouse to collect personal information about you from any other source available to Vet Warehouse including but not limited to credit referral agencies, your bank, any other suppliers of products and services to you and other persons or companies with whom you have been associated.

Information Retained by Vet Warehouse

Any personal information (excluding credit card details) supplied by you may be retained by Vet Warehouse until such time as you request that the information be removed.

Vet Warehouse Right to Refuse Application

If sufficient personal information is not supplied, or is not satisfactory to Vet Warehouse, then Vet Warehouse reserves the right to refuse to accept your application to register to use the Website or to make orders.

Vet Warehouse Use of Cookies

The Vet Warehouse website may use 'cookies'. Cookies are an element of data that the Website can send to your browser, which may then store it on your system. To use the Website you do not necessarily need to enable your browser to accept cookies, although some information/services may not be available if you disable your browser not to accept cookies.

The Website may from time to time use Google Display Advertising services. In this context, Vet Warehouse may from time to time use Google Analytics cookies for AdWords Remarketing – displaying Vet Warehouse advertisements on the Google Display Network based on visitors’ interactions with the Vet Warehouse website. No personally identifiable data is collected for this advertising. Visitors can opt out of Google Analytics for Display Advertising and customise Google Display Network ads using Google’s Ads Preferences Manager. Visitors can also opt out of visit information being collected by Google Analytics on all websites by using the Google Analytics Opt-Out Browser Add-On.


Any personal information supplied by you and retained by Vet Warehouse may be disclosed to other persons or body corporates engaged by Vet Warehouse for, or in relation to, any of the purposes listed in above, including but not limited to:

  • Research and/or marketing firms.

  • Credit referral agencies.

  • Business advisors.

Vet Warehouse may also disclose aggregated user statistics to any party, provided that these statistics do not contain any information about identifiable Customers and their individual shopping habits.

Storage of Personal Information

Vet Warehouse has taken many steps, from both technical and systems perspectives, to ensure that your information is well protected. However it is important that you remember to never share your Login with any other person.

While Vet Warehouse endeavours to keep your personal information collected on the Website secure and confidential, Vet Warehouse shall not be responsible for any breach of security caused by third parties, nor represents that the Website is completely secure.

Your Rights of Access

You have the right under the Privacy Act 1993 to access and request to update and/or correct your personal information held by Vet Warehouse. If you do so, you agree to pay Vet Warehouse the reasonable charges requested by Vet Warehouse in relation to time and attendances involved in complying with your request in this regard.

Access to your personal information held by Vet Warehouse is available to you in the "My Account" area of the Website. You can change or update your personal information at any time in the "My Account" area of the Website.

Links to Third Party Websites

Any links to third party websites are provided for convenience only, and the inclusion of any link does not imply any endorsement or verification by Vet Warehouse. Vet Warehouse does not monitor the content of any other website and is not liable or responsible in relation to any content on them. For the purposes of this clause a "third party website" is any website other than the Website.


Don't Miss Out

Sign up to get $5 credit plus exclusive tips, tricks and advice from our Vet.