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Do you deliver to PO boxes?
As we use a courier service to deliver your order, we are only able to deliver to a physical address and not P.O. Boxes, Private Bags etc.
Do you deliver to Parcel Pod?
This depends on your parcel's weight and dimensions, as well as your location; however we cannot guarantee that our couriers service will accept it.
Can I provide delivery instructions?
Yes, during the checkout process there is a comment box for special delivery instructions. All Animates orders require signatures. When providing instructions to courier driver to leave parcel at a specific location, you are committing to full responsibility of the parcel and investigation into lost parcels in this instance needs to be managed by the customer who placed the order directly with the courier company. Animates takes no responsibility for lost parcels when requested to be left at a location.
Can I ship to an overseas address?
We currently only deliver within New Zealand and do not ship internationally at this stage.
How long will my order take to arrive?
We aim to have orders dispatched within 2-3 business days and then once picked up our courier partners can take up to 7 business days to deliver. We will get in touch with customers if their order has had a significant delay.
Has my order been shipped yet?
Once your order has been dispatched from our warehouse, you will be sent an email to confirm your order is on it's way to you.
How much does shipping cost?
Shipping costs are calculated at checkout. There is a $4.90 flat rate delivery for all products or free delivery on all orders over $79. Oversized delivery charges will be applied to any large items (as determined by Animates in its sole discretion) in your order and reflected at checkout.
All product prices are displayed in $NZD unless stated otherwise and shipping is additional.
What Payment types can I use?
Click & Collect purchases made online can be through credit or debit card, Paypal or Laybuy.
How much am I charged for a Click & Collet order?
There is no additional charge for a click and collect order, you only pay for the products you order.
How do I return my purchase?
You can call or email our customer services team (firstname.lastname@example.org or call 0800 2646 2837) who can assist Monday-Friday or you can contact the store to arrange your product to be returned or swapped. Stores can arrange an in person refund.
View our return policy here www.animates.co.nz/returns-policy
I have requested a refund; how long will it take until I see this in my account?
Once we have confirmed that your refund will be processed, the full amount will take around 3-5 business days to be refunded and show in the account you originally made the payment from.
Can someone else pick up my order?
If you need someone else to pick up your order, just provide the nominated person your order confirmation, in either printed or email form (you can forward them your confirmation email). Make sure they are over 18 and provide valid ID at collection.
Can I change or cancel my Click & Collect order?
You cannot make changes to your order once you have checked out, however if you wish to cancel your order, please contact the customer service team at email@example.com within 24 hours or call 0800 2646 2837
I have received confirmation but have been contacted that an item is out of stock.
It can happen that an item in store may be short dated, damaged or out of stock and we will only find out when we pick your order. Although this does not happen often, if it does occur our store team will contact you to arrange a replacement item or arrange a refund of the amount paid to your original payment method.
When can I collect it?
We will have your order ready in 90minutes.
Once your order is ready, you will receive a “Ready for Collection” email confirming your order is ready for pick up at the store you selected. You can collect your order within the following 8 days during opening hours. (link: https://www.animates.co.nz/store-finder)
How long do I have to collect my order?
Click & Collect orders will be available to collect for 8 days from the day you’ve received your “Ready for Collection” email. If your order is not picked up within 8 days from the original date of purchase your order will be cancelled and the amount paid will be refunded to your original payment method.
Please allow 2-3 business days for the refund to show in your account.
What happens if I do not collect my order?
You will receive a “Ready for Collection” email, reminders throughout the 8 days and one final call before your 8-day expiry. If you need more time, please contact the store to allow more time.
If we have not heard from you and your order is not picked up within 8 days from the original date of purchase, your order will be cancelled, and the amount paid will be refunded to your original payment method and the products returned to shelf. Please allow 2-3 business days for the refund to show in your account
How does Click & Collect work?
Our Click & Collect service enables you to order online and pick up your purchase from your selected store. https://www.animates.co.nz/click-and-collect
No stores are showing when I enter in my address?
Stores only show if they are 30km within the address inputted. If you would like to Click & Collect, you can input the town of the store you would like to collect from. Select your desired store and proceed through the checkout process.
Why can't I add my Click & Collect/Repeat Delivery or Home Delivery order to my cart?
You can only check out one service at a time. For example you can only check out Click & Collect items at once, it will not allow you to add a Repeat Delivery or Home Delivery order to our cart, you will need to process these separately. However, you can order multiple items at one time if it is all under the same service. E.g. multiple Click & Collect orders, being collected from the same store.
How do I create an account?
Click on the symbol of a person at the top right of the page, next to the shopping cart icon. This will bring up a menu inside a speech bubble asking for an email address. Enter your valid email address and the website will take a second to check it; if there is no account using this email address already, the speech bubble will expand to ask for more details in order create your account.
Enter your details in the fields provided as well as the password you want, click the check box to accept the terms & conditions, and finally click the ‘Create Account’ button to finalise your account creation. You will receive an email to confirm your account has been created.
How do I update my details?
When logged in, click on the person icon in the top right of the screen, next to the shopping cart icon. This will bring up a speech bubble menu.
Within that speech bubble menu, click on ‘Account Details,’ which will take you to a new page where you can change your basic account details, such as your name and the phone number linked to the account.
Once you have changed your details, click ‘save’ to finalise your changes.
How do I update my email address?
When logged in, click on the person icon in the top right of the screen, next to the shopping cart icon. This will bring up a speech bubble menu.
Within that speech bubble menu, click on ‘Account Details,’ which will take you to a new page where you can change your basic account details. Next, click on the check box beside ‘Change Email’ to bring up the email change section. Enter your new email address into the field labelled ‘email’ and enter your password into the field labelled ‘current password’ to authorise the email address change.
To finish the process, click on the ‘save’ button to confirm the changes made to your email address.
How do I update my password?
When logged in, click on the person icon in the top right of the screen, next to the shopping cart icon. This will bring up a speech bubble menu.
Within that speech bubble menu, click on ‘Account Details,’ which will take you to a new page where you can change your basic account details. Next, click on the check box next to ‘Change Password’ to bring up the password change section. First, enter your current password in the appropriate field, followed by your new password in the fields that request it.
Once you have chosen your new password, click on the ‘save’ button to finalise the change.
How do I update my default billing/shipping address?
Within that speech bubble menu, click on ‘address book,’ which will take you to a page where you can change your billing and/or shipping address. Click on the ‘edit address’ button underneath your current address to change it.
When you have finished filling in the details for your new address, click on the ‘save address’ button to confirm your changes.
What is the Animates refund policy?
If you are not completely satisfied with a product you have purchased from us, you can return that product to us within a reasonable timeframe in a re-saleable condition since purchased and we will happily replace, repair within a reasonable timeframe or refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable.
This excludes the 100% Satisfaction Guarantee on selected Superior Nutrition food lines which is above and beyond this policy.
For example, any product that has been personalized, e.g. an identification tag that has been engraved, will not be accepted as a return unless it is faulty.
See below for more information regarding online returns delivery charges.
What are my right under the NZ Consumer Law?
Our goods come with guarantees that cannot be excluded under the NZ Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Animates is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Animates will be borne by you.
What is Animates' delivery refund policy?
There are no refunds on delivery charges unless the item is a fault of Animates and you are eligible for a refund. If your product is faulty or damaged in transit, we will replace the item and ship it at no additional cost to you.
Can I exchange a product which was purcahsed online?
If you wish to exchange a product you may contact our Customer Service Team who will advise you on how to make your exchange as easy as possible.
How do I reuturn a product I purchased online?
If your product is faulty or you would like to return your item for other reasons please contact firstname.lastname@example.org.
My pet won't eat the food I've ordered!
As outlined in the refund policy, Animates will happily refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable. With the exception of our dog and cat food brands covered by our Palatibility Guarantee, Animates are unable to accept opened pet food.
It is important when trying new dog or cat food, that you introduce the food gradually to your pets’ diet. However, if you find that your pet does not take to the new Superior Nutrition dog or cat food that is covered by Animates Palatibility Guarantee, then return the bag of pet food and we will refund your purchase.
The product I received is faulty or defective.
If you receive a faulty product from us or it is damaged in transit on delivery to you, you can return it to us and where our returns team will investigate. If the product is faulty we will replace the product with an identical product or a refund.
How long will it take to receive a refund for a product purcahsed online?
To arrange a refund on your purchase, please contact our Customer Service Team who will assist you with returning the item for an exchange or refund. The refund can take up to 5 – 7 business days after it has been approved due to bank transaction time frames.
Do I need to show receipts to return or refund a product?
Yes, all returns must be accompanied by proof of purchase. If you are returning your product from an online order to an Animates Store you will need your tax invoice.
If I am unable to find my Tax Invoice can I use a bank statement as proof of purcahse?
Unfortunately Animates cannot accept bank or credit card statements as proof of purchase.
If you have registered an account with us you will have access to your purchase history and will be able to retrieve your invoice from there. Guest shoppers may contact our Customer Service Team for assistance, however copies of Tax Invoices will not be provided if lost or misplaced.
What payment methods do you accept?
We accept payments via PayPal, Visa, Mastercard, AMEX, or Diners Club International. 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 - a secure online payment option.
What will appear on my 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.
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.
How do I sign up for a PayPal account?
Opening a PayPal account is free and easy - simply visit paypal.co.nz and follow the instructions to get started.
Can I have multiple repeat deliveries set up?
Yes you can, and you can manage all of them through your account.
The item I want to purchase is not available for Repeat Delivery?
Not all products are currently available for purchase on repeat delivery - however please get in touch with our Customer Service Team to let us know which products you're interested in.
Do you receive Petpoints on Repeat Delivery?
Repeat Delivery orders count in terms of points spend to determine what loyalty tier you belong on.
However Repeat Delivery purchases are excluded from the Frequent Feeder program, as the discount can not be used with any other offer.
Accepted Payment Methods
If there’s at least one item in your cart added as repeat delivery, 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.
When will I be charged?
Your order will be processed at 5am the day your Repeat Delivery is due. You will be sent reminders prior to your order being processed and an order confirmation once payment has been processed.
Can I use Lay-buy?
No, repeat delivery orders need to be paid in full to be completed - so Laybuy is not available for these orders.
How can I change the frequency of my Repeat Delivery?
You set how often you need your pets products delivered. Whether you need food delivered every few weeks or flea treatments every three months, there is a repeat delivery option, you decide the schedule that works best for you and your furry friend.
You will receive an email confirmation. Should you wish to change anything, simply log into your account by clicking on the symbol of a person at the top right of the page, click the symbol of a person, and select 'My Repeat Deliveries' from the drop-down menu or on the left on your desktop. This is where you can adjust the frequency of your Repeat Delivery or reschedule your delivery date.
How do I pause or cancel my Repeat Delivery?
Simply log-in to your account by clicking on the symbol of a person at the top right of the page, click the symbol of a person, and select ‘My Repeat Deliveries’ from the drop-down menu or on the left on your desktop. You can adjust the frequency of your Repeat Delivery or change your delivery address. There are no contracts or lock-in clauses with repeat delivery. You can change, hold or cancel your repeat delivery schedule whenever you want to.
My order has not arrived, what should I do?
- Head to your account to check that your parcel has been dispatched. If so, on your confirmation email you should have a Track & Trace number that you can use to track your parcel. You can contact the courier service for an update. Alternatively if there is no Track & Trace number please contact our Customer Service Teamwho can help.
I have not received an order confirmation
If you have not received your order confirmation after 1 business days of placing your order, please contact our Customer Service Teamwho will assist you in finding the status of your order.
I have not received a shipping confirmation
If you have not received your shipping confirmation after 2-3 business days of placing your order, please contact our Customer Service Teamwho will assist you in finding the status of your order.
Can I place an order over the phone?
Not at this time, however if you are experiencing difficulties ordering please feel free to contact our Customer Service Team who will happily assist you.
Do I need an account to purchase 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
- Create and share wishlists
Can I purchase an Animates gift voucher online?
Unfortunately no, gift vouchers can not be purchased online. Gift vouchers can be purchased in-store and used in-store only.
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.
Can I edit an order I've placed?
Unfortunately once an order has been placed, we are unable to edit the contents of the order or the delivery/billing information placed against the order. If something is wrong with what you've ordered, please contact our Customer Service Teamwho can help to assist you.
Can I cancel an order I've placed?
Not at this time, if you need to cancel your order you will need to get in touch with our Customer Service Team. If your order has already been dispatched, we will not be able to cancel your order, and you will instead need to return the items to receive your refund.
Can I exchange an item?
If you find that a product you've purchased isn't suitable for your needs, you'll need to exchange it in-store for one more suitable.
Can I return an item?
If you're wanting to return an item, it will need to be in a resaleable condition - you can either return it in-store or get in touch with our Customer Service Team for further details on returning the item to the dispatch location.
Can I get a refund if an item has changed price since I ordered?
We cannot pre-emptively expect any sales, so unfortunately we will be unable to refund a difference in price after you have placed your order.
What happens to my refund if my card is no longer valid?
We are only able to give a refund to the exact same payment method. If you paid with a card that is no longer valid, then we would recommend getting in touch with your bank directly to confirm how the process will work for you in regard to a refund.
My order is missing an item
If your order has arrived with a missing item, please get in touch with our Customer Service Team as soon as you can so we can investigate and resolve this for you as quickly as we can.
An item has arrived broken
Unfortunately items can sometimes be broken during transit - if this has happened, please get in touch with our Customer Service Team (please include photos of the broken item) so we can arrange for a replacement to be sent out to you.
An item I purchased is faulty
If you suspect that an item you have purchased is faulty, please get in touch with our Customer Service Team (with photos) who can then arrange for a replacement to be sent out to you.
How does Laybuy work?
Laybuy lets you receive your purchase now and spread the total cost over 6 weekly automatic payments. Interest Free.
How much can I spend?
Laybuy have built their system to include an instant credit reference check via their third party provider, Centrix.When you create your account, Centrix performs a credit and identity check that is used to assign your Laybuy "limit" based on your credit history.
What products can I buy using Laybuy?
All products on our website are eligible to be purchased with Laybuy excluding gift vouchers.
How often am I charged?
Laybuy offers online shoppers a simple interest free payment plan that lets you secure your purchase today and pay for it in 6 equal payments, once a week for 6 weeks.
The first payment equal to one sixth of the purchase price occurs once your order is completed. The remaining 5 payments are processed each week on the day of the original purchase from your nominated card. No further action is required and all account information including a payment schedule can be viewed, at any time, through your Laybuy account.
How do I create a Laybuy account?
You can either create a Laybuy account through their website, laybuy.com, or you'll be directed to create an account when you choose "Pay by Laybuy" at checkout.
This is my first visit, is there anything else I should know?
We would ask that if possible you allow an extra 5-10 minutes before your appointment time, this is to ensure that we have all the necessary details about you and your dog to achieve the look you are after and ensure your pet's safety.
What if my dog is really nervous?
Allow us a little more time during your dog's appointment if they are nervous or new to grooming. This way they will have time to get used to the new sounds and smells at the salon.
What if my dog bites?
Please let us know if you think or know that your dog may bite. We may need to take necessary precautions to ensure the safety of both the Groomer and your pet, in this instance we may require you to consult with your nearest Animates Vetcare clinic for futher support. Please note that our grooming team members have the right to refuse to attempt or complete a groom on the bases of aggressive behaviour or risk to the groomers and your pets safety.
My dog likes to bark a lot!
That's ok, it's all part of the job! Our dog Groomers are issued with ear protection.
How long will I need to leave my dog?
We appreciate that your time is precious and we always aim to be prompt. We usually require around 3-4 hours to complete a full groom on most breeds, but we will call you when your pet is ready for pick up. As a general rule, a half-day and full-day charge applies for having your dog at the salon any longer than the groom permits. Additional to this, late pick-up fees may apply at Store Manager and Groomer discretion if you do not collect your pet at the arranged time.
My dog is really matted!
Our professional groomers will advise you of what is possible and whether there are extra charges involved depending on the condition of your pet's coat.
What if my pet has fleas?
It is important that our salons remain flea free. So if we notice fleas on your pet, we reserve the right to treat your pet for those fleas. Your pet will either be given a flea shampoo rinse or a Capstar pill which quickly kill all live fleas. Your pet will then be separated from other pets to lower the chance of further spread. Please note there are additional charges for any flea treatments administered.
My dog is unvaccinated, can I still get them groomed?
Due to the nature of the salon with multiple dogs in at one time we have a strict ‘No Vaccinations – No Groom’ Policy. Before your first groom with us your groomer must see your up to date vaccination card. The vaccinations required are kennel cough, Lepto and DHPPI.
What if I'm not happy with my groom?
We have a 100% Satisfaction Guarantee on all our grooming services. If you are not satisfied for any reason please get in touch with us within 48 hours of your appointment so we can help make things right again for you, just call the salon directly.
Can my puppy be groomed?
Yes, we offer a Puppy Introductory Groom. This is designed to introduce sights, sounds and touch, ensuring the puppy can be comfortable in a salon environment. The extent of groom will be dependent on the puppy's comfort level.
I have a coupon, what do I need to know?
Animates PetPoint grooming coupons may not be honoured at Franchise Salons. Please ask at the time of booking your appointment whether your grooming coupon can be redeemed
What is Animates Price Promise?
Animates Price Promise applies to any lower price found on an identical product (i.e. same brand, same size, same flavour/variety/colour/barcode) that is in stock in the required quantities, with a physical or online store based in New Zealand, and have a New Zealand fulfilment centre e.g. we do not price match Amazon. Head to https://www.animates.co.nz/petpoints
Is proof required?
Yes please, we do need (physical or digital) proof that the advertised price exists, and please provide this before the transaction. The Animates Price Promise is only valid within 7 days of the lower price advertised and when the final price (inclusive of taxes, fees, and charges) is lower than ours. When you supply the proof you also need confirmation of dates their offer is running from and until.
Can I use my gift voucher or credit when utilising Price Promise?
Yes, you can!
What companies can we offer Price Promise against?
The Animates Price Promise is applicable to in-store and online purchases from any company based in New Zealand – including our own online store.
We don’t offer our Price Promise against any overseas store or website, or any site that does not fulfill the order from a New Zealand warehouse.
My local Animates unfortunately doesn’t have stock of the item, what do I do?
It would be best to ask when the item is due to arrive in-store, as our Price Promise is for 7 days after the competitors promotion finishes. Alternatively, you can see if there is stock on our website and submit a request through there, please note you will need to pay a delivery fee.
Can I purchase items on bulk quantity with a price promise?
We need to ensure we are being fair to all our customers, so Animates has the right of refusal if there is any concern of quantities being purchased.
Price Promise is not offered against any internal or external Loyalty or Repeat Delivery pricing. These are not one-off advertised specials and are therefore excluded from the offer. The table on the following page details further exclusions:
- Expired offers
- Auction listings
- Trade quotes/pricing
- Wholesale quantities
- Warehouse stock
- Discount vouchers and coupons
- Cyber events e.g. Black Friday, Cyber Monday, AfterPay Day
- Digitally edited website screenshots
- End of range and short dated stock
- Damaged stock
- Independent sellers
- Backorders or rainchecks
- If an item goes below cost price
- Overseas retailers (instore and online)
- Insurance claims
- Value-added services such as; insurance, grooming, dog-wash, adoptions, etc. are not included
- Gift with purchase deals
- Gift cards/vouchers
- Vet prescription
- Genuine advertising errors by Animates or other retailers
- Liquidation or clearance stock
- Autoship/Repeat Delivery/Membership pricing
I am a Animates Petpoints member in your stores, will my account link to online?
When registering to shop online, you need to make sure that your account details match your in-store account (email & phone). This will then automatically connect within our systems and store your petpoints and email preferences.
How can I join Animates Petpoints?
If you are a Friends For Life member your account has automatically be switched over to Animates Petpoints. If you are new customer you are able to sign up in-store or online with an email address and phone number.
Why can I only have one account?
You only need one account to make the most of being an Animates Petpoints member. Having one account means it’s easier for you to keep track of your points and rewards.
What tier will I be in and why?
If you are new to Animates Petpoints we use your spend over 12 months to allocate your tier. The more you spend the higher your Petpoints points are and the higher your member tier could be. Click herefor a break down of tiers and points. If you were on our old Friends for Life programme we used your last 12 months spend to allocate you in to the correct member tier.
Can I see my Petpoints balance on my account online?
Not at this stage as we are still continuing to develop our online platform.
Why have you replaced the Friends For Life programme?
We completed a survey and focus groups with a number of our customers asking what we could do to better reward their loyalty and the results showed our previous programme wasn’t rewarding. Animates Petpoints has been developed based on this feedback.
What happens to my points from Friends For Life?
To bring you even better rewards with Animates Petpoints, we’ve closed the Friends For Life programme. When your store launched Animates Petpoints your Friends For Life account was transferred to Animates Petpoints.
I used to have a Friends For Life account years ago. Can I still use it?
If you had used your Friends for Life account after December 2017 we would have transferred your information over to our new Animates Petpoints programme. Friends for Life accounts are no longer available to access.
How do I earn points?
When you shop at Animates, in-store or online you will earn 1 point for every $1 you spend there.
Do I earn points on DIY Dog Wash?
Yes, all DIY Dog Washes will accumulate Petpoints as long as you buy your token through the till at check out in-store.
Where can I view my Petpoints balance and benefits?
Your Petpoints tier and benefits can be accessed by our staff when you visit in store or by calling our customer care team on 0800 264 6283. Some benefits may alternatively be communicated by email. To view your Frequent Feeder Vouchers login into your Animates account online or ask in store.
Can I gift my points?
No, points cannot be transferred between accounts.
What happens to my points and rewards if I move up a tier?
Your points will remain on your account and they only expire 12 months after issue. Some of the rewards will travel with you to your new tier and some of your rewards will increase. Click here for a break down of Petpoints tiers and rewards.
What if I don’t want to be part of Animates Petpoints?
All Friends For Life members will be transferred over to Animates Petpoints unless you have advised us that you do not want to participate in the Animates Petpoints Loyalty Programme. You can do this by emailing email@example.com
How do I close my Animates Petpoints account?
We'll be sad to see you go, however we understand circumstances change. You can close your account by contacting our Customer Service Team on 0800 ANIMATES, Monday to Friday, 9am - 5pm or by emailing your details to firstname.lastname@example.org
How can I hear about Animates Petpoints exclusive offers?
Make sure you’ve subscribed to hear from us via email to receive the latest deals and offers straight to your inbox. Head in-store to change your preferences or call our Customer Service Team on 0800 ANIMATES to opt-in
How can I update my email preferences?
Contact our Customer Service Team on 0800 ANIMATES, Monday to Friday, 9am - 5pm or email the details to email@example.com or when you are next in-store get one of our team members to opt you in.
How do I subscribe/unsubscribe to emails/SMS?
You can unsubscribe to our emails by clicking the unsubscribe button in any email from us. For SMS, reply 'STOP' (mobile charges from your provider may apply). To subscribe, email your details to firstname.lastname@example.org
I need to update/change my details.
Thanks for keeping your details up to date - you can do this by letting one of our friendly team members know what's changed next time you’re in-store or by emailing the changes to email@example.com
Can I link my account with someone else in my household?
Yes, you can now link accounts with your family. You will need to make sure you have a unique phone number and email for each person. Contact our Customer Service Team on 0800 ANIMATES, Monday to Friday, 9am - 5pm or email the details to firstname.lastname@example.org you would like to update any of your details.
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