Terms of Use

Disclaimer

Information contained in this website and on-line store is believed to be accurate and current. However, it is provided in good faith on an “as is” basis. References to ‘website’ include the following: https://www.thedogden.co.nz, or any other site, services (including web-services), software, application or media managed by The Dog Den Limited. Your use of The Dog Den website constitutes your acceptance of these Terms & Conditions.

No representation or warranty as to the reliability, accuracy or completeness of the information contained on this website is made by The Dog Den Limited or directors, or employees. In addition to this they do not accept any responsibility arising in any way (including negligence) for errors in, or omissions from, the information in this website. Illustrations, photos and packaging are only a representation of the products advertised, variations may occur from store to store. All products were available at time of publication, The Dog Den Limited will not be responsible for the lack of stock due to supplier problems. The Dog Den Limited reserves the right to limit purchases to normal retail quantities.

Website

The Website together with the Affiliated Websites are owned and operated by The Dog Den Limited. You acknowledge that by accessing and using the Website you agree to be bound by the following terms and conditions (Terms). Please read these Terms carefully. If you do not accept these Terms, please refrain from using the Website.

We reserve the right to change these Terms at any time. By continuing to use the Website and Affiliated Websites, you agree to be bound by the amended terms of use. You should check from time to time to see if the Terms have changed.

1. Meanings for Certain Words In these Terms, the following words have the meanings set out as follows:

  • Affiliated Website” means any website (other than this Website) containing content owned and operated by The Dog Den Limited (NZ).
  • Content” means any software, data, information, pictures, graphics and other materials published or made available on the website, including all third party content and user generated content.
  • Member” means a user that has completed our registration process and created an account.
  • Product” means the goods and / or services being offered by us and promoted through the Website or Affiliated Website.
  • Product Information” means the specific information relating to a Product as set out on the Product Page.
  • Product Page” means the relevant page of the Website or Affiliated Website on which a specific Product is promoted.
  • Product Order” means your Request or that part of your Request we confirm as acceptable.
  • Request” means the order placed by you for the relevant Products in the Shopping Cart.
  • Third Party Information” means information other than Product Information on the Website or Affiliated Website including certain data, news, research, statistics stories, photographs, opinions and information.
  • User” means any user of the Website.
  • We“, “us“, “our” and “The Dog Den” are a reference to The Dog Den Limited – a NZ registered limited company
  • Website” means this website www.thedogden.co.nz
  • You” and “your” are a reference to you.

2. Functionality

In order to access some of the features of the Website and Affiliated Websites you will need to become a Member. When creating an account you must provide accurate and complete information.

3. Intellectual Property

  • You acknowledge that any content displayed or made available through the Website is our exclusive property or used and /or displayed by us with the express permission of owner. No Content may be reproduced, published or transmitted without our prior written consent. Copyright, trade mark or other intellectual property right infringement may result in civil and/or criminal penalties.
  • “The Dog Den” and our logo are registered trademarks in NZ (NZ TRADE MARK REGISTRATION NUMBER: 1132691). All rights in respect of these trademarks are hereby expressly reserved. Unless otherwise indicated, all other trademarks appearing on the Website are the property of their respective owners.

4. Privacy and Personal Information

Please refer to our Data/Internet Privacy Policy (https://www.thedogden.co.nz/website-privacy-policy/) for further conditions relating to your personal information, what we collect and how it may be used. By continuing to use this Website you agree to the terms of such Privacy Policy.

5. Liability

You agree and acknowledge that where the Website or Affiliated Website sets out Third Party Information, then this Third Party Information is being made available by us as a free service. While we will not knowingly provide incorrect information we may not be able to verify all Third Party Information on the Website or Affiliated Website, and so you should not rely on it without first making your own enquiries. We do not guarantee or certify the accuracy of the Third Party Information. Any reliance on the information is at your own risk.

6. Severability

If any portion of these Terms is deemed to be invalid, illegal or unenforceable the remaining provisions shall remain in full force and effect.

7. Law

These Terms are governed by and will be construed in accordance with the laws of New Zealand and you submit to the jurisdiction of the courts of New Zealand.

8. Contact

If you have any questions or concerns in relation to the Website, Affiliated Websites or these Terms please contact us.

Registration

Registration is completely optional. When you register you consent and agree to receive marketing information, offers and special discounts from The Dog Den. Registration may include submitting your name, email address, address, telephone numbers, options on how you wish to receive updates and promotional material and other information. You may access this information at any time by logging in and going to your account.

Orders

Any order placed with The Dog Den Limited using the online store website is an offer by you to purchase a particular product for the specified price (including the delivery, tax and other charges) at the time of the order and under these Terms and Conditions. The Dog Den Limited retains the right to reject your offer of purchase for any reason. These may include but will not be limited to the unavailability of any product, error in your order, or an error in the product description, error in price or purchasing items in a bulk quantity that The Dog Den Limited may deem to be intended for commercial on-sale. The Dog Den Limited will confirm your order within 2 business days of your order request.

Pricing Policy

At The Dog Den, we are committed to offering our customers convenience, service and product availability at competitive prices, whether at your local Dog Den Centre or online at www.thedogden.co.nz

Product availability and pricing of some products may vary between your local Dog Den Centre and www.thedogden.co.nz due to varying customer offers. From time to time www.thedogden.co.nz may run ‘online only’ offers which may vary from your local Dog Den Centre advertising.

Prices displayed online are current at the time of issue, but may change at any time and are subject to availability. Prices and availability of items are subject to change without notice.

Warranty

All products are covered by statutory warranties, namely we warrant the products we sell to you are free from defects in workmanship and materials; of merchantable quality; fit for the purpose for which they were made and will match the description contained in our online catalogue or any sample provided to you. All products will meet these statutory requirements for at least three months from the date of purchase unless the product is covered by an extended warranty.
Statutory and extended warranties (if applicable) will not apply where you have caused the products to become damaged.

Examples of occasions where the warranties and additional promises (if applicable) will not apply are:

  • Where you have mistreated or abused the products (whether intentionally or unintentionally); or
  • Damaged the products as a result of using them in a way they were not intended to be used.

We recommend that you refer to the online catalogue and packaging instructions for further information about the intended purpose for which a product was made.

We reserve the right to test or assess any product returned to us in order to determine whether a breach of warranty has occurred.

Shipping and Delivery

Orders are dispatched from our dispatch centre in Takapuna, Auckland within 2 business days where stock is available. Shipping times are estimated at between 3-7 business days depending on your location within New Zealand. During sale periods, order processing and delivery times may be extended due to an increase in demand.

NOTE we do not ship products outside of New Zealand.

Free Standard Shipping

Free Standard Shipping is not applicable on large or bulky items. Additional charges may apply.
The total value of the cart is calculated after all other discounts, promotions and special offers have been applied. Free shipping (with conditions) is available for orders over $59.00 in value. For orders shipped outside Auckland free shipping is only application on orders under 5kg in weight.

May not be valid with any other discount or offer. Terms and conditions of this offer are subject to change at the sole discretion of The Dog Den.

Standard Shipping

How long will standard shipping take?
Your order is expected to be delivered next working day for all North Island addresses and two working days for all South Island addresses.Delivery times may vary depending on location, carrier and public holidays.

How much does shipping cost?
Shipping of orders under $59 are calculated at checkout based on the delivery location New Zealand wide and the weight of the order.

  • We don’t charge for standard shipping on orders over $59 as long as they are under 25kg in weight (Auckland orders) or under 5kg (outside Auckland orders).
  • You may be charged for shipping if your delivery address is not within a major metropolitan region.
  • Free shipping may not be valid with other discounts or offers and excludes gift cards and bulk items or heavy items (like a >5kg packages of dog food).
  • If your order doesn’t qualify for free standard shipping, the cost of shipping with be calculated at checkout.
  • All shipping costs include GST Free shipping for orders of more than $59 value is valid for orders up to 5kg.
  • Charges will apply as below for orders over 5kg.

Auckland

Shipping to Auckland will be charged based on weight for orders under $59, and will be calculated at check-out. Shipping is free for orders over $59 up to 25 kg.

North Island (outside Auckland)

Shipping to any address in the North Island will be charged based on location and weight, and will be calculated at check-out. Free for orders over $59 up to 5kg. For orders over 5kg, we will charge based on location and weight and the option will appear at check-out.

South Island

Shipping to any address in the South Island will be charged based on location and weight, and will be calculated at check-out. Free for orders over $59 up to 5kg. For orders over 5kg, we will charge based on location and weight and the option will appear at check-out.

Shipping Destinations

The Dog Den Limited ships goods to both South Island & North Island New Zealand; however at this time we do NOT accept international orders through our website. Please contact us on bookings@thedogden.co.nz to enquire about a special order for deliveries outside of our specified areas.

Returning a Product for a Refund

We want you to be completely satisfied with every item that you purchase from The Dog Den. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the New Zealand Consumer Law.

When to return a product?
You are entitled to a refund, replacement or credit from The Dog Den when an item purchased fails to meet one of the consumer guarantees as per the New Zealand Consumer Law , i.e. the product:

  • Is faulty or of unacceptable quality
  • Does not match the description or sample
  • Is unfit for the intended purpose (i.e. does not do what it is meant to do)
  • Is not delivered in a reasonable time frame
  • And proof or purchase must be provided (proof of purchase details are outlined above)

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods).

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, member’s club transaction history or online purchase transaction history.

The Dog Den will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:

  • Be returned within 14 days of purchase
  • Be in a re-saleable condition (original condition)

The unwanted product must be returned to us either via post or in person to our store in Takapuna, Auckland. The Dog Den Online treats all ‘change of mind’ transactions as a refund; you are then able to place another order in your own time for a replacement product from our online store. If you wish to exchange your change of mind item, it must be directly returned to a The Dog Den store.

How do I return a product purchased online?
Items purchased from our online store can be returned via post to our Online Warehouse or in person at any of our The Dog Den stores nationally.

If you would like to post the item back to our Online Warehouse, please contact our The Dog Den Online customer service team to assist with organising the best method of shipping for your return or exchange, on bookings@thedogden.co.nz

Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item, change of mind etc).

Who pays for the return of my purchase?
The Dog Den will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the New Zealand Consumer Law (see ‘When to return a product’ above), provided they are returned to us using the recommended shipping method (as discussed with a The Dog Den Online customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

For any ‘change of mind’ returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment.

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. The Dog Den cannot be responsible for any items damaged or lost during return transit.

How long will my refund take?
Please allow 7 business days for the return to be processed after your item arrives at our Online Warehouse.

Can I return my purchase to a The Dog Den store?
Online purchases can also be returned to our Dog Den centre in Takapuna. A copy of your proof of purchase is required to complete the transaction. Please note any ‘change of mind’ returns or exchanges will be processed at the discretion of the store, which may choose to either offer a refund or exchange your item.

Need to return an item now? Click here to send an email to bookings@thedogden.co.nz

Repairs under Manufacturer’s Warranties
There may be circumstances where you have a problem with a product however it does not amount to a breach of a statutory warranty provided by us i.e. you are not entitled to a refund from us. In those circumstances, however, the product may have come with a warranty from the manufacturer.
Where your purchase of the product has been sold with a warranty from the product manufacturer, the warranty will typically grant you a right to have the product repaired (rather than entitle you to a refund) if defects arise falling within the scope of the warranty.

Some Manufacturer’s use external Service Agents to repair faulty or damaged products. Where applicable, the item will need to be sent away for repair. Please contact us for manufacturer’s contact details.

We recommend you firstly phone the relevant manufacturer if you experience any difficulties operating a product.

GST

The prices displayed on this website include 15% Goods and Services Tax (GST). The Dog Den website has been intended for use by New Zealand residents only.

Limitation of liability

Any direct, indirect, incidental, special or consequential damages as a result of use or misuse of the website will not be the responsibility of The Dog Den Limited. The Dog Den will also not be liable for the costs resulting in further purchases as a result of the initial purchase, the cost of obtaining substitute products. In addition to these, messages received, transactions entered into through the website or as a result of unauthorised access to your information contained on this website will be in no way the responsibility of The Dog Den.

Where an Act of Parliament suggests any term, condition or warranty in the Terms and Conditions and does not allow for provisions in a contract for exclusion of liability, the liability of The Dog Den will be limited. If the breach relates to a good purchased The Dog Den may choose to replace the goods or supply the equivalent goods, repair the goods, pay the cost of replacing the goods or of acquiring equivalent goods or payment of the repair costs for the goods. If the breach relates to services provides The Dog Den may choose to supply the services again or pay the cost of having the service supplied again.

Click & Collect

Can I still order via Click and Collect?
Zero contact Click and Collect will still be available as an ordering option for customers. After placing your order online, customers must call the store upon arrival and we will drop your products outside the front door for you to collect.

Visit, Browse, select and collect in store! Save time and let us do the shopping for you. Just place your order online ahead of time and enjoy the convenience of our Click & Collect service. Available at our Dog Den Takapuna Store, our team will have your order ready when you visit and we’ll even carry it to the car for you. It’s so easy, it’s pet’s play.

  • Free collection from your local store
  • Ready in under 30min
  • No delivery fees
  • No minimum spend
  • Fast and convenient so you can get on with your day

1. BROWSE
Simply shop online and choose your Buddy’s favourite item(s). Click find a store at the top of the page to set your store anytime while browsing.

2. SELECT
Proceed to the shopping cart and select “Collect Your Order.” If you haven’t set your store yet, choose it here, this will show the availability of your item(s). If an item is unavailable, adjust your cart or check another store. When all your items are available, go through the checkout to confirm your order.

3. COLLECT
We’ll send you an email in under 30 minutes, as soon as your purchase is ready for collection. Visit us when convenient to pick up your order during store trading hours.

Questions?

Don’t hesitate to contact us. We’re here to fetch info for you Monday to Friday, from 7.30am to 5.30pm NZST, Saturday from 9am to 5pm NZST.
E: bookings@thedogden.co.nz
T: 09 486 0575

Cancellation policy

We want you to be completely satisfied with every item that you purchase from The Dog Den. If you change your mind after completing your order process on our website, and submitting your payment, then please contact us. There is no charge if you let us know of your change of mind or desire to cancel as long as it complies with the points below:

The Dog Den will also, as an act of good will, accept return items if you have changed your mind or wish to cancel. In this instance, the product must:

  • Be returned within 14 days of purchase
    Be in a re-saleable condition (original condition)

If we haven’t yet shipped your product, we will simply refund your payment, and cancel your order. So please contact us as soon as possible on 09 486 0575 or bookings@thedogden.co.nz , as this is the easiest solution for both parties.

If we have shipped your product, and you wish to cancel then please act quickly and contact us.

For any ‘change of mind’ returns or cancellations, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment. Note the products need to be returned within 14 days in a re-saleable condition. Alternatively, you can return the shipped products to us at our Dog Den Takapuna centre, 23 Barrys Point Road.

About us (on-line store)

At The Dog Den, we provide the most sustainable, safe and stimulating experience for your dog. We offer dog daycare, adventure walks, grooming, boarding, dog taxi, and we also offer for sale a range of specialist dog products for your best furry friend. Our DNA is about being sustainable and supporting NZ businesses. So we will only use recycled or sustainable materials in our business. We try as much as possible to sell and support NZ businesses, and ideally with minimum of chemicals, additives or preservatives.

Through our retail area in our Takapuna Dog Den centre (23 Barrys Point Road), or through our on-line store on this website, we offer a range of dog foods, treats, dog accessories (e.g. collars, leads, toys), dog daycare membership payments, grooming bookings and payment options.