Frequently Asked Questions
About Us
Who is Premium Petfood?
Premium Petfood and Premium Petware are the trading names for Camaro Investments Ltd. We are a privately owned NZ business based in North Canterbury and have been supplying NZ pet owners with quality pet products since 2015.
In addition to our online shop we have a showroom / pickup centre at 180 High Street, Oxford. Our open hours are listed under the Info tab on the menu.
With our product experience and many years of pet ownership under our belts, including breeding and exhibition, kennel and cattery experience, we understand the needs of the NZ pet owner and will endeavour to meet those needs by providing premium quality products that offer value to our customers and enjoyment to their pets.
We look forward to being of service to you!
Products
Are your products genuine?
Are your products guaranteed?
Our products are sourced from authorised wholesalers and are 100% guaranteed to be genuine. Our focus is on high quality products, many of which are made in New Zealand, Australia, USA or Europe.
We guarantee that our products will arrive to you in fault free condition and that they are fit for purpose. All products are inspected and checked prior to dispatch. In the unlikely event that you recieve a defective product (ie it has not been damaged through use), we will replace it free of charge, and will arrange return shipping.
If in the unlikely event that you are not satisfied with a product when it has been received, it can be returned within 30 days, but only if it is unused, in original undamaged condition with original packaging, ie it must be fit for resale. The cost of return shipping in this case is borne by the customer.
Shipping
Where do you ship to?
Who do you use?
How long will it take?
How do you calculate shipping?
We ship all of our products (except for frozen goods and Mighty Mix) throughout New Zealand only. Products that are held in stock are usually dispatched on the next business day after receipt of your order. Depending on stock levels or the combination of products ordered, there may be delays. We state the expected dispatch time on each product listing. This is the number of business days that we would expect to have the item collected by the courier, not the time to be delivered to you, which is additional.
We have a wide range of products in stock at our premises, but have access to much more than we can hold. If you have a strict deadline for a delivery, please contact us before ordering to confirm that we can meet it.
NZ Shipments
Rural addresses will incur an additional surcharge – typically $4, please select the correct option when checking out or there will be delays in processing your order. Rural is selected as the default option, if you are in an Urban area please ensure that you select the Urban option.
If you are unsure, you can check whether your address is classified as rural delivery by using this tool.
Delivery Timeframes
Small / Medium sized packages will be sent via Courierpost or NZ Couriers, we use the non-signing service. The expected delivery timeframe is 2 working days from the date of dispatch. Local packages are delivered within 1 day of dispatch
Large / Heavy local deliveries are sent via NZ Couriers. Local packages are delivered within 1 day of dispatch, many customers receive deliveries the same day.
Extra heavy, large or long items may be sent directly by our suppliers using a tracked service and may take up to 3 working days for delivery.
Our shipping prices are calculated on the size of the items that have been ordered, and reduce with the size of the order. So the more you purchase the greater shipping discount you receive.
Courier Tracking
Courier tracking is automated, and you will receive a tracking email when the package is ready for collection. Freight company tracking information will be sent to you upon confirmation of the tracking details.
Shipping Costs
Our shipping prices are calculated on the size and weight of the items that have been ordered, and reduce with the size of the order. So the more you purchase the greater shipping discount you receive.
Returns / Order Cancellations
Can I return items?
Can I cancel an order for a back-ordered item?
If you decide that you do not want an item purchased from us within the past 30 days, and it is; unused, undamaged,in its original packaging and fit for resale – then it may be returned for a refund of the purchase price of that item.
Special order (non-stock) items will incur a restocking fee of $15 per item, to be deducted from the refunded amount.
Cancelled orders will incur a $15 administration fee to be deducted from the purchase price of the item.
Alternatively, instead of a refund, a store credit for the amount to be refunded can be given at the customers discretion.
Please us the contact form on our Contact Us page to lodge your return request.
Shipping of the returned item is the purchasers responsibility.
Payment Options
What ways do you have to pay?
We offer a number of payment methods for our customers.
Along with traditional instant payment methods such as credit card, Paypal, Google pay and Apple pay for online purchases, eftpos and cash payment for pick ups, we offer internet banking and part-payment methods such as;
Zip – 4 x fortnightly payments
Afterpay – 4 x fortnightly payments
These part payment systems allow you to purchase the goods now but pay for them in weekly or fortnightly amounts. Each Vendor offers different payment length terms, so one of them should suit your needs. There are no extra fees added for using these services, so they are a good option for more expensive items.
