FAQ

Your Account
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 default billing/shipping 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 ‘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.

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.

Price Promise
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.

Do you need proof that somewhere else has a cheaper offer?

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. Therefore, when you supply the proof you also need confirmation of dates their offer is running from and until.

  • Proof physically – prior to purchase in-store, present the proof physically. It may be that the proof is an email sent to you, on a website, a photo, or even in a newspaper.
  • Proof digitally – same as above, but you simply submit it through our website, we review it and then create an exclusive offer just for you against your account if approved
Does your Price Promise apply to online companies?

The Animates Price Promise is applicable to in-store and online purchases from companies based in New Zealand.

How does price match work with repeat delivery?

If we have a promotional offer at the time of your repeat delivery initial (and ongoing) we will take the lowest price at the time. For example:

  • You make a purchase online at 12 July and your item is 20% off, so you will then get 20% off that purchase. 
  • This 20% off offer will not continue/roll over to your next repeat delivery order
  • However, when your repeat delivery payment is next charged, it will automatically choose the cheapest offer available
  • Therefore, if we are having a 25% off promotion when your repeat delivery rolls around, you will get 25% off
  • However, if there is no promotion, you will still get 15% off
  • You will only get the strongest discount at the time; you cannot have two discounts at once

The advantage of Repeat Delivery is also that you get free delivery and a discount on every order. These offers of free delivery and discount are not available when purchasing in-store.


If someone else has a repeat delivery offer, we are unable to match it, however let us know and we will see what we can do

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 use my gift voucher or credit when utilising Price Promise?

Yes, you can!

If I utilise the Price Promise on an item, can I use it again?

You are only able to match the item once, however if an additional promotion comes up again, please let us know and you can utilise the Price Promise again.

Can I use the Price Promise against an overseas store? Or website?

Price matching includes every day and promotional prices from New Zealand physical or online stores. 

They also must fulfil their orders from New Zealand e.g. Mighty Ape we can price match, but unfortunately we cannot match Amazon

Can I get the Promise match and then get the Animates or Loyalty discount too?

We need to match like for like, so unfortunately you cannot do this.

Will you price beat other companies?

Sorry, we can’t do this, but we are happy for you to utilise our Price Promise where possible.

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.

Are there any exclusions?

Yes, we do need to make sure we are matching other brands and companies equally, so we do exclude the following:

  • 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
  • Liquidation or clearance stock
  • Digitally edited website screenshots
  • End of range and short dated stock
  • Damaged stock
  • Marketplaces
  • Independent sellers
  • Backorders or rainchecks
  • If an item goes below cost price
  • Overseas retailers 
  • Overseas online retailers
  • 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 
  • Autoship/Repeat Delivery/Membership pricing
Payment
What payment methods do you accept?

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.

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.

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 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.

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.

Online Shopping
My order has not arrived, what should I do?

Please get in touch with our Customer Service Team who can help to track down your order.

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 Team who 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.

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.

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
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 get in touch with our Customer Service Team who 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. 

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. 

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 regards to a refund. 

Can I purchase an Animates gift voucher online?

Yes! Gift vouchers are now available for purchase online. These vouchers can either be used in-store or online - you will just need to confirm this preference when making your order. 

Shipping & Delivery
How long will my order take to arrive?

We aim to have orders dispatched and delivered to all major areas within 7 business days, for regional & rural areas as well as bulk items, this will take 7-10 business days to arrive. Please note that tanks may take up to 2 weeks to arrive. Orders with large quantities may take up to 2 weeks to be delivered. 

In the event of unforeseen circumstances delaying your order we will contact to you let you know.

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.

All product prices are displayed in $NZD unless stated otherwise and shipping is additional.

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.

Has my order been shipped yet?

Once your order has been dispatched from our warehouse, you will be sent a email to confirm your order is on it's way to you.

Can I ship to an overseas address?

We currently only deliver within New Zealand and do not ship internationally at this stage.

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.

How does the pricing for repeat delivery work?

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!

How do repeat delivery purchases work with Animates Petpoints?

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 outweighs the Frequent Feeder discount. 

What payment types are accepted?

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.

Can I purchase vet diets 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 repeat delivery be price matched?

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 or cancel my repeat delivery?

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.

Can I have multiple repeat deliveries set up?

Yes you can, and you can manage all of them through your account. 

Can I use Laybuy to pay for a repeat delivery?

No, repeat delivery orders need to be paid in full to be completed - so Laybuy is not available for these orders. 

The item I want to purchase on repeat delivery is only available for single deliveries

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. 

Laybuy
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.

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. 

What products can I buy using Laybuy?

All products on our website are eligible to be purchased with Laybuy excluding gift vouchers. 

Returns Policy
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.
How do I return a product I purchased online?
If your product is faulty or you would like to return your item for other reasons please contact returns@animates.co.nz.
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.
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.
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.
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.
Can I exchange a product which was purchased 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 long will it take to receive a refund for a product purchased 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.

If I am unable to find my Tax Invoice can I use a bank statement as proof of purchase?
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 are my rights 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.
Animates Petpoints
I am a Animates Petpoints member in your stores, will my account link to 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.

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 with an email address and phone number.

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.

How do I earn points?

When you shop at a participating Animates Petpoints store you will earn 1 point for every $1 you spend there. Once Animates Petpoints launches nationwide you will be able to earn points at any participating Animates store, participating Animates Vetcare or by shopping online at www.animates.co.nz.

What happens to my rewards from Friends For Life?

Any unused rewards or points would have been emailed to you when your store launched on to Animates Petpoints with a 30 day expiry. To view when your store launched on to Animates Petpoints click here.

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 info@animates.co.nz

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.
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.
What tier will I be in and why?

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. 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 here for a break down of tiers and points.

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 alternatively your Petpoints balance and benefits can be accessed by calling our customer care team on 0800 264 6283. We are continuing to develop our online platform and hope to bring to your online account your Petpoints balance and your Petpoints benefits. Once we have this up and running you will be able to view this information when and where you like. 
If you already know your tier, click here to see what your benefits are
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.
Can I see my Petpoints balance on my account online?

Not at this stage as we are still continuing to develop our online platform.  We hope to bring to your account your Petpoints balance and your Petpoints benefits. Once we have this up and running you will be able to view this when and where you like.

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 info@animates.co.nz

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 info@animates.co.nz

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 info@animates.co.nz

I’ve received an email from Animates but I’ve opted-out?
If you’ve opted-out of our promotional marketing communications, we’ll still contact you regarding your account, with any rewards you’ve requested or expiring balances. If you no longer wish to hear from us under any circumstance, you’ll need to close your Animates Petpoints account.
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 info@animates.co.nz

Can I gift my points?
No, points cannot be transferred between accounts.
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 info@animates.co.nz if you would like to update any of your details.

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.

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. 

Grooming
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.
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.
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.
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 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.
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.
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.
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?
Unfortunately no, we have a strict 'no vaccinations, no groom' policy in our salons. This is because our salons are a communal area and we couldn't have unvaccinated and vaccinated dogs together. The wellbeing of our customer's pets is of upmost importance to us.
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.
Insurance
Do you do pet insurance?

We no longer do pet insurance, if you have a query about your existing insurance please contact www.petnsur.co.nz

If you are looking at getting pet insurance, you can learn more here.

Have a question we haven't answered?

Tell us what you're looking to learn more about and our pet experts will do the rest

Mandatory fields
Please attach a screenshot.
Contact Form