Shipping policy

Overview At Go Raw Pet Products, we are committed to delivering your pet's nutrition quickly and efficiently. Our shipping policy ensures that your order arrives in optimal condition and within the shortest possible time frame. Below are the details regarding our shipping procedures and policies.

Shipping Areas

  • Nationwide Shipping: We ship to addresses across New Zealand, including both urban and non-rural locations.
  • Rural Deliveries: While we can ship to rural addresses, customers must accept full responsibility for the shipment once it is dispatched. We recommend checking with local agents if your area is considered rural.

Order Processing and Delivery

  • Cut-off Times: Orders must be placed by 12 PM to be dispatched the same day for overnight delivery. Orders placed after this time will be dispatched the next business day.
  • Delivery Days: We ship orders from Monday to Thursday. Orders placed from Friday to Sunday will be processed and dispatched on the following Monday to ensure that products remain frozen and fresh during transit.
  • Packaging: Our frozen raw food products are shipped in extra thick, double-insulated cardboard boxes to maintain the cold chain and ensure your products arrive in perfect condition.

Shipping Costs

  • Shipping costs are calculated at checkout and are based on the weight and volume of the order, as well as the delivery location. These costs reflect the direct fees we pay our courier partners.

Local Agent Delivery for Rural Areas

  • Customers in rural areas can opt to have their orders delivered to a local agent. This method ensures that your order is held safely until you can collect it. Please ensure the agent agrees to accept your delivery by checking in advance.

Delivery Instructions

  • If you have specific delivery instructions, please include them in the designated field on the cart checkout. This might include where to leave your parcel if you're not home or other relevant details to assist the courier.

Tracking Your Order

  • Once your order is dispatched, you will receive a tracking number via email. This will allow you to track the progress of your delivery through the courier’s website.

Issues and Concerns

  • If there are any issues with your order upon arrival, such as damaged or missing items, please contact us within 48 hours at hello@goraw.co.nz with photographic evidence so we can resolve the issue promptly.

Changes and Cancellations

  • If you need to change or cancel your order, please contact us as soon as possible. We can accommodate changes or cancellations only if the order has not yet been dispatched.

By placing an order with Go Raw Pet Products, you agree to our shipping policy. Thank you for choosing us to provide nutritious and high-quality food for your pets. We look forward to serving you.