Frequently Asked Questions




Here at Animates, we've made a promise to provide our customers with everything for pets by stocking the best range of products at the right price.
We believe in value for money and our pricing is regularly checked to ensure we maintain competitive - so if you see any identical stocked item advertised in New Zealand at a lower price, we'll match it.


This is our Animates Price Promise to you.


And, of course, as a company, we do have limitations, but we try our best to get you the very best offer. Check out the below to see what terms, conditions and exclusions are included.
Found a lower price? And ordering online? Click here to contact us!


Questions/Terms and conditions

jQuery UI Accordion - Default functionality

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. o 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. o Proof digitally – same as above, but you simply submit it through our website, we review it and then create and 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: o You make a purchase online at 12 July and your item is 20% off, so you will then get 20% off that purchase. o This 20% off offer will not continue/roll over to your next repeat delivery order o However, when your repeat delivery payment is next charged, it will automatically choose the cheapest offer available o Therefore, if we are having a 25% off promotion when your repeat delivery rolls around, you will get 25% off o However, if there is no promotion, you will still get 15% off o 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


How does online Price Promise work?

• If you are wanting to have something price matched for an online order (excluding courier) you will need to submit this through our website for us to organise something exclusively for you. • If you are matching another online retailer, courier costs will not be matched. Our courier costs are through a third party and not negotiable. • Unfortunately, if you have already done an order and you find a price to match with, we are unable to price match retrospectively.


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?

Unfortunately, yes, we do need to make sure we are matching other brands and companies equally, so we do exclude the following: o Expired offers o Auction listings o Trade quotes/pricing o Wholesale quantities o Warehouse stock o Discount vouchers and coupons o Cyber events e.g. Black Friday, Cyber Monday, AfterPay Day o liquidation or clearance stock o Digitally edited website screenshots o End of range and short dated stock o Damaged stock o Marketplaces o Independent sellers o Backorders or rainchecks o If an item goes below cost price o Overseas retailers o Overseas online retailers o Insurance claims o Value added services such as; insurance, grooming, dog-wash, adoptions, etc. are not included o Gift with purchase deals o Gift cards/vouchers o Vet prescription o Genuine advertising errors by Animates or other retailers o Autoship/Repeat Delivery/Membership pricing