Shipping and Returns

Shipping Policy

Processing Time: All orders are subject to a processing time of up to 7 working days before they are shipped. This is necessary to ensure your personalized product meets our quality standards and is crafted to your specifications.

Shipping Times: Shipping times vary depending on the product and destination. Please refer to the shipping details provided on each product page for more information. Once your order has shipped, you will receive a confirmation email with tracking information.

Returns Policy

Damaged or Defective Products: Our goal is to ensure you are completely satisfied with your purchase. If your product arrives damaged or defective, please contact us within 30 days of receipt to initiate a refund or exchange. To expedite the process, include photographs of the damage or defect in your communication with us.

Refunds: Refunds are only available for products that arrive damaged or defective. To initiate a return for a damaged or defective product, please contact our customer service team with your order number, the issue's details, and photos documenting the damage or defect. Once approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a few days.

Cancellations: Due to the personalized nature of our products, we are unable to accept cancellations once an order has been placed. Please review your order carefully before submitting it.

Contact Information: For any questions or concerns regarding your order, shipping, or returns, please contact me at ruth.moore@hendersonmoss.co.nz.

Additional Information:

• We reserve the right to refuse returns, refunds, or exchanges for any product that does not meet the above return conditions at our sole discretion.
• Shipping and handling charges are not refundable except in cases of damaged or defective products.
• We are not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.

Thank you for choosing Wags 'n Whiskers Cove for your personalized pet products. We appreciate your business and look forward to serving you and your furry friends.