This Shipping and Delivery Policy outlines the operational logistics, transit expectations, and delivery frameworks managed by pethavenspace for our consumer market across Europe.
Dispatch Location and Supply Chain Management
All orders placed on www.pethavenspace.com are processed and dispatched directly from our physical fulfillment facility located at 224 Pukenui Road, Rd 2, Kaiwaka, 0573, New Zealand.
We maintain direct operational oversight over our inventory, packaging protocols, and handover processes at this facility. This ensures that every item is assessed and verified under our immediate supervision prior to carrier collection.
Shipping Carriers and Priority Services
To ensure consistent handling and transit performance, we partner exclusively with premium international express courier networks. All shipments destined for European destinations are distributed via priority services managed by:
DHL Express
FedEx Priority
UPS Worldwide Express
Estimated Transit and Delivery Timeframes
Standard Delivery Window: For our European clientele, the estimated transit duration is 6 to 10 working days from the date of formal dispatch from our facility.
Operational Considerations: Working days exclude weekends and statutory public holidays in New Zealand as well as the destination country within Europe. While these timeframes reflect our standard operational performance, external variables such as customs clearing queues or local administrative delays can occasionally impact delivery schedules.
Customs, Duties, and Taxes (DDP)
We offer a seamless delivery experience. All shipments to Europe are sent Delivered Duty Paid (DDP). This means SMARTPETS LIMITED covers all import taxes, customs duties, and European VAT. You will not face any unexpected administrative fees prior to or upon delivery.
Automated Tracking and Customer Notifications
We utilize an automated data infrastructure to keep you fully informed regarding the progress of your consignment. Milestone tracking notifications are transmitted systematically to the email address provided during checkout at the following critical intervals:
Order Dispatch: Transmitted immediately upon the generation of the shipping manifest and carrier collection.
Hub Arrival: Transmitted when the consignment is processed through regional sorting and distribution hubs.
Local Delivery: Transmitted when the parcel is allocated to the local courier for final-mile delivery to your address.
Delayed Shipments and Carrier Investigation Protocol
In the event that a consignment does not arrive within our standard delivery timeframe, please initiate an inquiry by contacting our customer care team at pet@pethavenspace.com.
Upon receipt of your communication, we will launch an official investigation with the designated carrier network to establish the physical coordinates and status of the parcel. Based on the objective findings and verification provided by the carrier, we will proceed with one of the following remedies:
Arrange for a complete refund of the transaction amount to your original payment method.
Organize a priority replacement shipment at no additional cost to the customer.
Failed Deliveries and Incorrect Addresses
It is the customer’s responsibility to provide a complete and accurate shipping address at checkout. We cannot be held liable for delayed or failed deliveries resulting from incorrect address details provided by the purchaser. If a parcel is returned to us due to an invalid address or failure to collect, the customer may be responsible for re-shipping costs.
Transfer of Physical Risk
In accordance with mandatory consumer protection laws in Europe, the risk of damage to, or loss of, the merchandise remains under the full responsibility of SMARTPETS LIMITED until the consignment is physically delivered into your possession or into the possession of a third party designated by you. Risk does not transfer to the consumer upon handover to the courier network.
Corporate Disclosures & Contact Information
For formal inquiries regarding our shipping infrastructure or existing consignments, please contact our registered office through the verified channels detailed below:
Brand Name: pethavenspace
Company Name: SMARTPETS LIMITED
Registration Number: 8036963 (New Zealand Company Number) | 80369639429048380010 (New Zealand Business Number)
Address: 224 Pukenui Road, Rd 2, Kaiwaka, 0573, New Zealand
Email: pet@pethavenspace.com
Phone: +64 9 422 3215
