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Shipping & Returns

Shipping Policy

*$3 non signature courier or $4.20 signature courier for urban New Zealand addresses for orders over $39.00 with Aramex couriers.

If you wish to use Courier post, this option is available as well, I have discounted it but it is more expensive than Aramex.

*This excludes food I may have quoted via the message me section due to being bulky/heavy. These will be quoted on a case by case basis.

Orders under $39 have two urban courier options, non-signature $4.50 or signature $5.50. Please beware non-signature option is at buyers risk as this voids insurance with the courier company so you will not be entitled to a refund/replacement.

Rural (RD#) addresses for over $39.00 is discounted to $9.80.


Rural address under $39 is $12 non-signature.

Free pick up option is also available - my address will come through once you have completed the sale.

Return & Exchange Policy

If for any reason you would like to return an item it will need to be in original, unopened condition within 14 days of delivery.

Return shipping will be at buyers expense and must be sent with tracking and signature required option. Please contact me for the return address.

I will pay return shipping costs if I have made a packing error.


If there is an issue with a Sureflap product, it must go through a troubleshooting process with Sureflap NZ.

If the issue cannot be resolved with their highly experienced staff, the product will be deemed faulty by Sureflap and will be replaced asap.

You can either email Sureflap directly at enquiries@surepetcare.co.nz or email me sales@jenspetsnz.com and I will get in touch with them to start the process for you.

PLEASE do not become abusive with me about this as some people have in the past.

This is Sureflap NZ's process and what they require from me.

I know people panic and want a refund or replacement asap.

However, often the product isn't broken, it's user error.

So please be kind and have a little patience and let Sureflap troubleshoot with you first.

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