About Petlo

Your Trusted Pet Care Partner

🥝🐾

The Petlo Story

Petlo was born from a simple dream: to create an online marketplace where Kiwi brands can sell quality pet products to Kiwi pet owners.

We believe New Zealand has incredible local businesses creating amazing products for our furry, feathered, and scaly friends. But too often, these brands struggle to reach the pet owners who would love them.

That's why we built Petlo — a proudly NZ platform connecting passionate Kiwi pet product creators with loving Kiwi pet parents. Every purchase supports local businesses and keeps our pet care community thriving.

🇳🇿
Kiwi Made
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Local Brands
❤️
Pet Lovers
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Community

Shipping Policy

Shipping Rates

Shipping rates vary by product and location. The exact shipping cost will be calculated at checkout based on your selected items and delivery address. We offer free shipping on orders over $50 NZD for eligible products.

Delivery Times

Delivery times vary depending on the product and your location. Please check each product page for specific shipping timeframes. Once your order is dispatched, you'll receive a tracking number via email so you can follow your package's journey to your door.

Processing Time

Processing times vary by product. Please check the product page for specific processing and shipping information. Once your order is processed and dispatched, you'll receive a tracking number via email.

Delivery Areas

We currently ship to:

  • All of New Zealand - Main centers and rural areas
  • Standard shipping available nationwide
  • Rural delivery available for remote locations

Order Tracking

Once your order ships, you'll receive an email with a tracking number. You can use this to track your package in real-time and know exactly when to expect your pet's new goodies!

International Shipping

Currently, we ship within New Zealand only. We're working on expanding our shipping options to include international destinations. Sign up for our newsletter to be notified when international shipping becomes available!

Lost or Delayed Packages

If your package hasn't arrived within the expected timeframe, please contact us immediately at support@petlo.co.nz with your order number. We'll track it down and make sure you receive your order as quickly as possible.

Contact Us

Have questions about shipping? Our customer service team is here to help! Email us at support@petlo.co.nz and we'll get back to you within 24 hours.

Need Your Order Faster? Check each product page for available shipping options and delivery timeframes. Express shipping may be available for select products.

Return & Refund Policy

30-Day Money-Back Guarantee

We stand behind the quality of our products. If you're not completely satisfied with your purchase, you can return it within 30 days of delivery for a full refund or exchange.

Return Conditions

To be eligible for a return, your item must:

  • Be unused and in its original packaging
  • Include all original tags and labels
  • Be in the same condition as when you received it
  • Be returned within 30 days of delivery

How to Return

To initiate a return:

  1. Contact us at support@petlo.co.nz with your order number
  2. We'll provide you with a return authorization and shipping instructions
  3. Package the item securely in its original packaging
  4. Send it back to us using the provided return address

Refunds

Once we receive and inspect your return, we'll process your refund within 5-7 business days. The refund will be issued to your original payment method. Shipping costs are non-refundable unless the item was defective or we made an error.

Exchanges

If you need to exchange an item for a different size or product, please contact us first. We'll guide you through the exchange process and ensure you get exactly what you need for your pet.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately with photos of the damage. We'll send a replacement right away at no additional cost to you.

Need Help? If you have any questions about returns or need assistance, please don't hesitate to contact our friendly customer service team at support@petlo.co.nz. We're here to help!