Shipping & Returns

​Shipping Policy  
We offer standard delivery on all items which can vary slightly depending on the size of your item. Online orders are dispatched Monday to Friday. Orders are not dispatched on weekends or public holidays. Items will be delivered by NZ Post within 1-5 days. Please allow more time during the festive season.  
We offer a free Click & Collect option for local purchases (Nelson only). We will notify you via email when your purchase is ready for pick up. Orders are available for pick up during open hours (refer to the Contact Us page). 
We package our goods carefully but we can't guarantee that during transit the parcel won’t be knocked around which could result in broken cookies and doughnuts, these would be unable to be replaced or refunded. 
TRACKING To check the status of your order, copy the tracking number into the NZ Post tracking tool on their website, or follow the link sent to you in your tracking confirmation email. 
Currently we only ship to New Zealand. but you can send us an email with your address and the items you’re after and we'll see what we can do! Any taxes or duty incurred on arrival are solely the responsibility of the customer.  
To be eligible to return, your item must be returned to us within 7 days from the date of purchase. Your product(s) must be in original condition, unused , unwashed and remain new with tags and in original packaging. For full priced items we will either exchange it, replace it, provide a store credit or refund the purchase price at our discretion. We are under no obligation to refund due to change of mind. 
If the product returned is not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct 20% of the original selling price from the refund amount. This does not affect your statutory rights. 
 If you have any questions regarding your return , feel free to contact us. We recommend returning all parcels via a traceable method to ensure they arrive within the timeframe and your preferred outcome can be actioned. 
Sale purchases: Sale stock can be returned for Family Paws credit only 
Please note Family Paws does not take responsibility for any items lost in the process of returning them to us. We recommend you track your method of return.  
In the case of faulty/defective goods, we can either send out a brand new item as a replacement or offer a full refund. We do our very best to ensure all our products are of the highest quality, but on the rare occasion that something does go wrong we will do all we can to rectify the problem. 
When you return your damaged items, and once we receive them back we will examine the returned goods and process the refund or exchange. In the case of faulty or defective items, we will accept returns within 14 days of delivery. 
If you believe your parcel was damaged in transit please let us know immediately. Please retain the damaged product and its packaging as we may need to provide proof to claim the cost of the item and postage from the shipping agent. 
Should you choose to return your full priced order for a refund, Family Paws will retain any original shipment costs incurred. Return shipping costs are the sole responsibility of the customer. All refunds will be processed using the same method of payment used to place the order. 
To  return your order to us please 
  • Pack the product in its original packaging 
  • Pack the product to avoid damage during transit. 
  • Reason for return 
Please note: Once we receive the returned item/s we will then refund the cost of the item/s.  
Any questions don’t hesitate to contact us at -