Toggle Nav
  • Menu
  • Setting

Customer Service


Delivery of Your Pet Prescription Products:
Once the order is placed, My Vet aims to have your Internet order filled and ready for delivery within 24 hours of receipt and payment (Monday to Friday). Rx items will not be shipped until the prescription information is received from you via fax or mail. Any non-prescription items will be shipped within 24 hours of the order being placed and delivery can take 1-3 days. Orders received after 2pm on Friday will not be processed for delivery until Monday morning, this also includes public holidays.


Shipping Costs
Shipping is provided FREE TO URBAN ADDRESSES for orders over $55.00 New Zealand wide (EXCEPT for RURAL DELIVERIES or LARGE ITEMS such as food or oversized items - see pricing below).

Orders under $55.00 cost just $5.50 shipping for Urban Addresses and $11.50 for Rural Addresses.



My Vet Shipping Costs:

Shipping Amount Urban Delivery |   Rural Delivery
Orders under $55$5.50$11.50
Orders over $55FREE$6.00
Oversized/Food 2kg - 4.9kg$6.00$12.00
Oversized/Food 5kg - 8 kg$10.00$16.00
Oversized/Food 8.1kg - 13kg $12.00$18.00
Oversized/Food 13.1kg - 15kg$14.00$20.00
Oversized/Food 15.1kg - 25kg$17.00$23.00
Oversized/Food Over 25kg$30.00$36.00

We do not send Oversized/Food Items over 2kg to Great Barrier Island and Waiheke Island

Signature Required on delivery please add $2 to the above rates


Signature Required Shipping Option

Usually courier drivers will leave the packages at your door step or somewhere secure that you have suggested in the checkout process. If you would rather sign for the package we now offer a SIGNATURE REQUIRED service for an additional $2 which you can select as a shipping option at checkout.

If you have selected the “signature required” option and you are not home, your order will not be left unattended. The courier driver will leave a calling card which you can use to organise another delivery time that is convenient for you.

We recommend signature required as we cannot be responsible for stolen items from peoples delivery addresses.


Rural Delivery

Our FREE SHIPPING no longer covers rural delivery addresses including Great Barrier Island and Waiheke Island which are considered RURAL (We can only send small items to these islands). RURAL DELIVERY is $6.00 for orders over $55 and $11.50 for orders under $55 (this is the price we are charged by NZ Post). Food/oversized items have extra charges, please see these rates above. PLEASE SELECT RURAL ADDRESS DURING CHECKOUT.


Returns & Replacements
If you should need to return a product please do so within 10 days of receiving your order. All returns must be unused, in good condition and in the original packaging. We are unable to accept returns of RVM (Restricted Veterinary Medicines)/Prescription items. Return shipping charges are not included in the credit and it is your responsibility to pay for return shipping. We reserve the right to charge a restocking fee of 20% on returned items. Returns can be posted to My Vet, 8/88 Gargan Road, Tauriko, Tauranga 3110.


Order Missing or Damaged?
All orders are processed and couriered with 24-48 hours. If you have placed an order and believe it has gone missing you must notify us within 7 days of placing the order. If your delivery is damaged please notify us within 7 days of purchase.We cannot claim a replacement from the couriers if they are not notified re non delivery within the 7 day period.


Incorrect Shipping Orders
If you have selected a shipping option that does not apply to you, My Vet reserves the right to refuse or cancel the order, or charge for the correct shipping. You will be notified if shipping costs will be extra to what you had selected.


Payment, Pricing & Promotions
Every care is taken when listing products, however mistakes do happen and in the unlikely event that a product listed on the MyVet website mistakenly has an incorrect price, MyVet reserves the right to refuse or cancel any orders placed for the product listed at the incorrect price. MyVet reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, MyVet shall issue a credit to your credit card account in the amount of the incorrect price.

All promotions are subject to availability and are not guaranteed. Promotions may be cancelled due to lack of stock or errors in pricing, errors in wording, etc.

Errors and Omissions Excluded. All product and prices are subject to change without notice and only available while stocks last


Updating Account Information
It is the customers responsibility to keep their account information and addresses up to date. Should you have trouble with this for any reason please do not hesitate to contact My Vet and we will help you best we can.



Click and Collect

Collection is available from our warehouse located at 8/88 Gargan Road, Tauriko during the following hours:


  • Monday 9.00am to 5.00pm
  • Tuesday 9.00am to 5.00pm
  • Wednesday 9.00am to 5.00pm
  • Thursday 9.00am to 5.00pm
  • Friday 9.00am to 5.00pm

You must wait for your order email saying your order is ready before collecting. All orders must be collected within 7 days.