Shipping & Delivery
Workshop Location and Operating Hours
You can visit our workshop to view our display models and carpet swatches. If you would like to do so outside our operating hours, please contact support@pompompets.co.nz to arrange a time.
| Location: | 51B Victoria Street, Petone, Lower Hutt, Wellington 5012 |
| Operating Hours: | Friday & Saturday by appointment |
Click & Collect
If you choose the Click & Collect option upon checkout, you can save the freight cost and pick up your order from our workshop in Petone, Wellington. After your purchase, you will receive a notification via email when your order is ready for collection.
You can visit our workshop during our operating hours or by appointment. Please contact support@pompompets.co.nz should you need any help.
We will request to sight your identification and match it with your order details when you collect your Pompom Pets products. This is to ensure your products are released to the right person and prevent fraudulent activities. If someone else is picking up your order, please contact support@pompompets.co.nz so we can organise the collection smoothly. We do not release your order to anyone else without your permission.
The Pompom Pets workshop uses video surveillance on premises. CCTV footage is collected for security and theft prevention purposes only.
Shipping Information: When You Receive a Shipment from Us
We offer delivery of our products for a flat fee of $20 per order to the following areas: Wellington, Lower Hutt, Upper Hutt, Porirua, Kāpiti Coast, and Levin.
At the moment, we do not ship our products to other areas. You are more than welcome to visit our workshop and pick up your purchased products as a Click and Collect order. If you are unsure whether your delivery address falls within the service area, please contact kiaora@pompompets.co.nz.
This shipping fee also applies to our Refurbishment Programme.
Free Delivery Day
Every one to two months, we will have a Free Delivery Day. Purchase Pompom Pets products on our website and select the delivery option “Free Delivery Day”. Your products will be delivered to your door on the Free Delivery Day. The next available Free Delivery Day will be notified on our home page.
We offer delivery to the following areas: Wellington, Lower Hutt, Upper Hutt, Porirua, Kāpiti Coast, and Levin. At the moment, we do not ship our products to other areas. If you are unsure whether your delivery address falls within the service area, please contact kiaora@pompompets.co.nz.
This option is also available for our Refurbishment Programme. Please check the Refurbishment Programme page.
Standard Processing and Delivery Timeframes
It may take up to 10 working days to process and manufacture your order. Once your products are manufactured your order will be delivered within 3 days. Please note we deliver on weekdays and weekends.
Once your order has been dispatched you will receive email confirmation and we may text or call you if there are any issues or questions with delivery.
Holidays
During sale and holiday periods, processing of orders may be subject to delay and we ask you to allow a maximum of 20 working days for your order to be processed and manufactured.
Occasionally, we will instigate an annual close-down period over the New Zealand Christmas and New Year period or Japan Golden Week (April/May). There may be other annual close-down periods all of which will be notified on our website.
Missing Shipment
Please contact support@pompompets.co.nz if you do not receive your order within the expected delivery time frame.
Delivery Instructions: When You Send a Shipment to Us
You can send your Pompom Pets products to our workshop when you utilise our Refurbishment Programme, Trade-in Programme or returning orders. Here is the process below:
- Before you send your Pompom Pets products to us, you should be in contact with support@pompompets.co.nz. We need to collect necessary information from you so we can securely track your products.
- We will confirm when you can ship your products to our workshop after due steps are taken. Please send your products to 51B Victoria Street, Petone, Lower Hutt, Wellington 5012.
- Please let us know the tracking number and estimated delivery time via email at support@pompompets.co.nz.
- We will let you know when your products arrive at our workshop.
Important Information
When you place your order or arrange shipping to our workshop, please make sure your shipping address is correct. You will be responsible for missing shipments due to the address being entered incorrectly. Please ensure your pets are safely put away and there is someone at the address to receive your products upon delivery.
Pompom Pets representatives will request your signature upon delivery of your order. This is to ensure the order contains the correct items, is released to the right person and to prevent fraudulent activities. We will store your signature in our records.
Pompom Pets representatives may enable video, photography and GPS tracking tools while delivering your order. Video is limited to dash camera footage recorded from the Pompom Pets vehicle. Photography is limited to pictures of your order successfully delivered to your door or chosen delivery location. GPS tracking is limited to devices within the Pompom Pets vehicle or enabled on Pompom Pets delivery representatives’ devices on person.
Pompom Pets delivers the purchased products to your door. We do not offer installation of your products into your premises. If you ask our delivery personnel to enter your premises, Pompom Pets and Pompom Pets staff are not liable for any direct, indirect, or consequential damages to property on, around or within your premises.
When you are organising couriers to send your products back to Pompom Pets, your products must be properly packaged to avoid damage in transit to us. Pompom Pets is not liable for damaged products during transit.
