Standard Shipping Methods
All domestic shipping is handled via EParcel which allows the most cost-effective courier to be used but it is usually NZ Post. We ship photo proof of delivery unless specified otherwise.  If you require signature required please contact us when you place your order to request this.

Please provide a physical address for delivery where possible.  We may be able to deliver to a PO Box if NZ Post can do so but it is not always possible.

For Rural addresses it may take an extra 2 days for your order to reach you.

If you have any special shipping or delivery instructions, please include them in the "order notes" or send us an email via our contact page.

We do not use Saturday delivery unless requested and there is an additional charge for Saturday delivery.

Manufacturing timeframe:

All Biothane products and some tugs and toys are made to order by us here in NZ.  We aim to have these made and ready for shipment within 5-7 working days.   Bite suits and some other technical equipment are made to order outside NZ and timeframes will be supplied on the product page.  We will endeavour to keep you updated on the progress of these orders. if there are likely to be delays we will notify you.

Delivery Confirmation
All shipments are sent 'photo proof of delivery' and tracked. We are not responsible for packages that have been confirmed as delivered but claimed as not received. It is the buyer's responsibility to provide a secure environment for delivery.

We cannot reship or refund packages that have been confirmed as delivered but claimed as not received.  Please follow the process via the courier website for missing packages.  You should receive a tracking number when your order is dispatched so please use this for your inquiry with the relevant courier. 

If you believe your package has been stolen, contact your local police.

Wrong Address
It is the buyer's responsibility to provide the correct delivery address. We are not responsible for packages that have been delivered to an address that was entered incorrectly. Please review your order confirmation to make sure you have entered your correct delivery address. We will make every effort to assist but we cannot refund or reship packages that have been delivered as addressed.

Unclaimed Packages
We cannot accept any responsibility, nor issue any refunds for packages not claimed. If the tracking information indicates that a package was delivered or that the Carrier attempted to deliver the package and/or left a notification, it is the buyer's responsibility to follow up with the Carrier and collect their package before it is returned. If the package is returned to us unclaimed, the items may be refunded minus the shipping charges. Any additional shipping charges levied by the carrier for return costs will be deducted from the refund.

International Shipping

We are able to ship to Australia with flat rate shipping which will will show at checkout.  A few large-sized products such as Kuranda beds are not available for automatic shipping calculation so please contact us if the shipping doesn't automatically load.

We can ship to other international destinations using a variety of couriers including NZ Post, DHL and Fedex. We endeavour to use the most cost-effective method for both parties and will use track and trace options.  We are not yet fully set up for calculating international shipping (other than Australia) directly from our website so to allow completion of your order please choose your items, select 'pay by bank deposit' and send us an email or use our contact form. We will then send you a quote for shipping and if you wish to go ahead we will add the shipping charge to your order for payment with a secure payment link.  You are welcome to contact us in advance of purchase if you want to confirm the shipping cost prior to purchase.

NOTE: We do not keep your Credit card Details.

Once payment is confirmed your order will be released for shipping and a tracking number will be supplied. 

Shipping charges are for shipping only. You are responsible for any customs or duty charges levied by your country.