Customer Service

Shipping & Delivery
Shipping & Delivery Delivery Costs New Zealand Wide: $4.95 (non rural delivery) Rural Delivery: $8.45 ($3.50 is added to the New Zealand Wide delivery of $4.95) (Please make sure the delivery address is a physical address as our courier company does not deliver to PO Box addresses)
Please note that some items are only available to pickup from the store.  This is indicated on each product.
Delivery Times Orders are shipped Monday to Friday, once payment has been received. Providing the courier is running on time, you should receive your order within 4-7 full working days of your order being placed.
Haven’t Received Your Order? If you have not received your order and it has been 5 full working days since you placed it, please contact us so we can investigate the issue.
International Delivery We do not currently deliver internationally.
Privacy & Security

Kapiti Kritters is committed to acting in accordance with the Privacy Act 1993 by providing you with services in a way that does not affect your privacy.

Any information we collect from you will only be used for the purposes of conducting our business, supplying you with our products and services and keeping you informed about aspects of business that may be of interest to you.

From time to time Kapiti Kritters may collect information from customers indirectly, for example by monitoring visitors to our website. When you visit our website, a ‘cookie’ may be placed on the hard drive of your computer, this allows us to track customer interest and usage patterns. The information we may collect and store may include the following:

  1. the IP address for the computer you are using when connected to the internet and the domain name from which you are accessing the internet;
  2. the operating system and the browser your computer uses and any search engine you are using;
  3. the date and time you are visiting our website;
  4. the URLS of the pages you visit; and
  5.  if you provide it, your email address.


We may keep track of the pages our customers visit within our website in order to monitor which information and services are most popular. This information is collected for website management and marketing statistics purposes only. The information is collected in such a way so that the customer’s personal details are not able to be identified.

Kapiti Kritters will not disclose, sell or lend your personal information to other companies or persons who are not part of our business group, unless we obtain your prior permission. Any information about our customer base that is disclosed to marketing partners without your prior consent will be of a generic nature, such as overall customer demographics, trends, interests and buying patterns. Such information may be shared with existing or potential marketing partners, in order to enable Kapiti Kritters to extend the services and products we make available to you.

Kapiti Kritters uses a secure credit card system supplied by Paypal for processing credit cards. All credit card payments are processed by Paypal. We do not store any credit card numbers.

Although we do our best to ensure that information communicated to us via our website is secure, no data transmission over the internet can be guaranteed to be 100% secure, unless it is processed through a Secure Credit Card System such as that provided by Paypal. While we strive to protect your personal information we cannot ensure or warrant the security of any information transmitted by the customer via email or customer response forms.

We may at our discretion update or revise this privacy policy at any time. Any changes will take effect immediately once they are posted on our websites. Your continued use of our services after any changes have been posted on our websites indicates your acceptance to those changes.

Returns & Replacements
Your satisfaction is very important to us. Please review our no-hassle return policy for products purchased on Kritters.co.nz.  Items purchased that are in-stock may be returned within 30 days of the delivery date from the original purchase price, minus additional charges such as shipping, handling, etc.
 
ALL RETURNS MADE BY MAIL:

Please review the following instructions in order to make sure that your return is processed correctly and quickly:

  1. The product must be in its original packaging.
  2. All unopened merchandise will be returned for a full refund.
  3. You are responsible for all inbound and outbound shipping costs.
  4. Cancelled orders that have already been shipped maybe subject to shipment fees.
  5. Credit for returned items will be given within 10 days after Kritters receives the item.
  6. The return will be credited to whichever tender was used for the purchase (i.e. credit card, gift card, debit card)

    DAMAGED / DEFECTIVE PRODUCTS:

    If you receive an item that is damaged and/or defective, Kapiti Kritters would be happy to exchange your product at no additional cost to you. If you suspect damage upon delivery (for example, if the outer packaging is damaged), please note “Possible Freight Damage” on the delivery receipt. If the product is damaged upon further examination, please contact us as soon as possible.

    It is recommended that you look over your products immediately after receipt to ensure that the item is what you expected to receive when you placed the order. If there are any problems, it is likely that they can be resolved without exchanging the product. You may contact the manufacturer’s customer service department or contact us for assistance.

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Ordering

Secure Online Shopping

Buying online from Kapiti Kritters is safe and secure. We use the latest technology to ensure your personal details and payment information is used only for the purpose for which it was intended.

Your Personal Information

We need to collect some details from you to process your order efficiently and on time, such as your name and address.

We never use these details for any other purpose outside of processing your order. We certainly do not give your details out to third part companies, or use your information in a malicious way.

Payment, Pricing & Promotions
We accept Visa and Mastercard and use a payment gateway provided by Paypal for secure processing of your transaction.
Viewing Orders
You can view the status of your order at any time by simply logging into you account.  
Updating Account Information
You can change the details of your account, such as addresses and phone numbers at any time by logging into your account.