Shipping policy

Overview

At Torus Pet, we want you and your pets to love your purchase. Because our products are used for pet hydration and come into contact with your pet’s mouth, we have specific guidelines to ensure safety, hygiene, and fairness for all customers.

Delivery and Shipping

We aim to ship orders within two (2) working days of payment. However, these time frames are estimates only.

We may dispatch your order in one delivery or by instalments. If an instalment does not arrive, please contact us and we will provide a replacement.

Once an order has been shipped (either in its entirety or in part) you may not cancel your order.

Orders will be delivered by method that Torus Pet chooses from time-to-time to best achieve its delivery service levels.

If you indicate when placing your order that your order may be left at your property unsigned for, Torus Pet Limited accepts no responsibility for any lost or damaged goods.

Shipping Damage

If your order arrives damaged:

  • Please contact us within 48 hours of delivery
  • Include photos of the packaging and product

We will resolve the issue as quickly as possible.

Non-Returnable Items

The following items are not eligible for return:

  • Used products
  • Opened consumables
  • Products not in original condition
  • Items damaged due to misuse

Consumer Rights (US Customers)

This policy is provided in addition to your rights under applicable consumer protection laws.

Nothing in this policy limits your rights where required by law.

Customer Service Hours

We will be very happy to assist with queries regarding any of our Products, or to answer concerns related to delivery of purchases made or the performance of Products purchased. Our online support should be able to assist with most enquiries. Otherwise, please contact us by email at support@toruspetglobal.com to communicate with our Customer Support Team.

General

These Terms of Trade are governed by the laws of New Zealand. You submit to the non-exclusive jurisdiction of the New Zealand courts in respect of any proceedings in connection with these Terms of Trade or the purchase of Products.

Contact Us

If you have any questions or need support, we’re here to help:

support@toruspetglobal.com