Frequently Asked Questions

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Online Shopping

I have not received a shipping confirmation.

If you have not received your shipping confirmation after 2 business days of placing your order please contact our Customer Service Team who will assist you in finding the status of your order.

Can I place a phone order?

Not at this time, however if you are experiencing difficulties ordering please feel free to contact our Customer Service Team here. who will happily assist you.

Can I change/cancel my order once I have checked out?

If you wish to change or cancel your order, please contact our Customer Service Team as soon as possible who will attempt to stop the order before it has been dispatched. Unfortunately this is not guaranteed and if your order has already been dispatched you will need to make a return. Please see our returns policy. or contact our Customer Service Team here. to assist you.

Help! Your website is displaying an error.

If you notice our website is experiencing a technical error or you are unable to proceed throughout the checkout process please contact our Customer Service Team here.

How do I track my order?

You can track your order at this address www.temando.com/education/track-your-item. Once your order has been booked with the courier you will receive an email notification with a tracking ID. Simply enter this number and you will be given an approximate location of your order.

How do I log in or register an account with Animates Online?

To register for an online account, click here , from here there are two options to 'Register'

If you are a new customer to Animates, or have shopped with us but not joined our Friends for Life program,
please select the 'CREATE AN ACCOUNT' option.

If you have previously registered in our stores and have an existing membership in our Friends for Life rewards program,
please select the 'MATCH YOUR MEMBERSHIP'

Do I need to create an account to make purchases online?

You may checkout as a guest when making a purchase online, however as a guest you will not receive the benefits of shopping as you do when you create an account including:

 

  • Full online purchase history for your convenience
  • Shop faster with access to your previous orders
  • Exclusive offers and deals sent to your inbox
  • Redeem loyalty rewards
  • Create and share wishlists
  •  

I need to update or change my account information?

To update your account information, click 'My Account' and sign in. Click edit on any field you wish to change on your dashboard, update your details and 'Save Changes'.

Can I view my order history?

You will only be able to view your order history if you have registered an account with us. To do this, sign in and click 'My Account'. Choose 'My Orders' in the menu on the left to see all previous orders you have made. To view the details of these orders click 'View Order'.

Help! I've forgotten my password.

To reset your password click 'Log in' at the top right hand side of the page, from here there click 'Forgot Your Password?' enter your email address, then check your inbox for a link to reset your password.


Friends for Life

I am a Friends for Life member in your stores, will my accounts link online?

When registering to shop online, you have the option to match your membership with your existing account. Simply choose this option and follow the instructions to match your information.

If I shop online, will I still receive loyalty rewards & frequent feeder rewards?

Yes, all online purchase made with an account are eligible to accrue loyalty rewards & frequent feeder rewards.

Can I redeem my loyalty vouchers online?

If you have an Animates voucher, you can redeem this online, however unfortunately you cannot redeem loyalty vouchers online - we hope to be able to do this in future.

Is there a limit on how many products I can order?

Animates has the right to cancel any orders due to stock level issues or misuse of quantities, this is at their discretion.


Payment

Can I purchase a Animates Gift Voucher online?

Not at this time, we hope to have this available to our online shoppers in the near future. You can still purchase gift vouchers in store.

What payment types are accepted?

We accept payments via PayPal, Visa, Mastercard, AMEX, Diners Club International or account2account - a secure online payment option direct from your bank account. However, if you are subscribed to our repeat delivery, you can only pay via credit card.

I don't have a credit card, can I still make a purchase?

Yes, you may use a Visa or Mastercard debit card to complete your purchase or alternatively pay direct from your bank account using account2account - a secure online payment option.

How do I open a PayPal account?

Opening a PayPal account is free and easy - simply visit www.paypal.co.nz and follow the instructions to get started.

Are my credit card details safe?

To ensure safety of your credit card details we use DPS Payment Express which is a PCI DSS compliant card authorisation and payment processing service.

What will appear on my credit card statement?

All purchase made by Credit Card using DPS Payment Express will show with 'Animates NZ Holdings' as the trading name for any payments made through the Animates online store.


Repeat Delivery

Why do I need to log-in when subscribing to Repeat Delivery?

This is to ensure that you can manage and alter your repeat delivery preferences.

Repeat Delivery Pricing:

Customers on Repeat Delivery gets the lowest price possible per order. Simply put, if your item is on sale on your next delivery cycle, we’ll ensure that you get the discount too!

Repeat Delivery Frequent Feeder Programme:

If your Repeat Delivery item is included in our Frequent Feeder Programme, customers are still eligible to receive free bags.

Friends for Life Loyalty Programme:

Repeat Delivery orders are eligible in accruing loyalty points. This includes loyalty points promotion and the like.

What payment types are accepted?

If there’s at least one item in your cart added as subscription, we ask that you pay via credit card as we will need a card securely saved on your file for when your next order is due, it's okay we will send you a reminder before your card is charged.

Can I purchase vet diet products on Repeat Delivery?

Unfortunately, vet diet products cannot be purchased on repeat delivery as we need your confirmation every time you purchase them. However, you can still buy them as frequently as you need.

Can we price match on Repeat Delivery?

Yes, just send us an email with your price match reference and we can set that one up! But remember that a code can only be used 5 times. You would need to show another reference once the code expires so we can renew it.

How do I pause/cancel my Repeat Delivery subscription?

Simply log-in to your account, select ‘My Repeat Deliveries’ from the menu on the left. You can adjust the frequency of your Repeat Delivery or change your delivery address.

I want to purchase a product online but it’s not available for repeat delivery.

We always welcome feedback. Please give us a call at 0800 ANIMATES or send us an email at customerservices@animates.co.nz