ZIWI

Shipping policy

Secure Shopping

ZIWI® Limited is conscious of the need for privacy and security for your Internet shopping experience. We use sophisticated encryption technology. This means at the checkout, our servers and your PC encrypt (scramble) everything that you enter into your computer, such as credit card details, billing and delivery address. Because it is encrypted, other computers are unable to make sense of it, therefore keeping this information private.

As part of the software used by ZIWI® Limited there are secure processes built into the store. Specifically, the engine ensures:

Every order has a unique number
Every order is logged in a robust database
All your payment details can only be retrieved by ZIWI® Limited in an encrypted session
Confirmation emails of your order are sent to you the customer

Orders and Delivery

An order made via this site ("order") is an offer to purchase one or more products. When we receive your order, we will accept this offer by confirming via email that we have received and are processing the order. We will deliver the products set out in your order ("products") almost anywhere in the USA. We deliver anywhere in the Continental US, to exclude Alaska, Hawaii and military/APO addresses. Our orders are shipped from our warehouse in Riverside, MO. Please verify all shipping details prior to submitting an order; once your order has shipped any changes must be requested from the carrier.

ZIWI partners with FedEx, UPS, USPS, and Amazon Shipping to deliver your orders. The mail carrier used for each shipment is determined based on the size and destination of your order to ensure the most efficient delivery. We are unable to accommodate specific carrier requests at this time.

We endeavor to ship all products within 3-5 business days of us confirming receipt of the order, although this timeframe is an estimate only. If we are not able to supply the products or there is likely to be a significant delay in making delivery (e.g. because the product is out of stock or the delivery is to a rural/remote location), we will notify you as soon as reasonably possible after we become aware of this, in which case you may cancel the order (or any part of it) and you will receive a refund (including the applicable delivery charges) in respect of those products which will not be delivered (if any). We will not otherwise be liable to you for any damages, costs or expenses of any kind, suffered or incurred by you due to the order not being fulfilled or the products not being delivered within the anticipated delivery time. All products shipped from our webstore will have a minimum of 60 days remaining before their printed Best Before date at the time the order is fulfilled.

The anticipated delivery charges (if applicable) will be notified to you when you complete the order.

For orders under $49.99 total (after any applicable discounts or coupons) there will be a flat rate shipping charge of $6.99.
For orders $49.99 total and over (after any applicable discounts or coupons) we offer free shipping to any valid USA shipping address (excluding Hawaii, Alaska and military/APO addresses).
Currently, we do not offer expedited shipping, only ground/standard shipping
Special offer periods may apply.

*Optional* Route Package Protection coverage rates:

Route Package Protection is an insurance solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet.

For orders under $100.00 total (after any applicable taxes), we currently offer optional package protection at a flat-rate fee of $1.95.
For orders over $100.00 total (after any applicable taxes), we currently offer optional package protection at a 2.5% fee of total order cost.

More information on Route Package Protection coverage and policies can be found here. To file a claim: File here

If you believe you purchased our shipping protection in error, please review these options:

If your order has already shipped:
Route is actively protecting your package in transit, and we cannot refund the cost of our service as it is currently in use. However, in the unfortunate event that your package is lost, damaged, or stolen on its way to you, we will be able to help resolve your issue here.

If your order has not yet been shipped
For orders that are unfulfilled and no tracking number has been assigned, please reach out to our consumer care team and we will do our best to address the request as soon as possible.

ZIWI Pets now offers the option to purchase Route Package Protection coverage (*for one-time purchases and first order of a subscription only) to enhance the security of your order during transit. This coverage ensures that in the event of loss, damage, or theft of your order, you may become eligible for a replacement or refund.

By choosing not to purchase the Route Package Protection coverage, you acknowledge and accept that ZIWI Pets will not be held liable for any lost, damaged, or stolen orders once they have been dispatched from our facility and in possession of their designated mail carrier.

Our team will do our best to help customers locate packaging, but ultimately it is up to the customer to contact carriers and resolve the issue.

While we take utmost care to ensure the safe delivery of all orders, unforeseen circumstances during transit are beyond our control. We strongly recommend considering the Route Protection & Tracking coverage for added peace of mind and security. Should you choose to opt out of this coverage, please be aware of the inherent risks involved in the event of any delivery issues.

*Currently, subscription orders are unfortunately not eligible for continued package protection with Route beyond the first order in a subscription. We encourage our subscribed customers to reach out to our consumer care team if an issue arises with their order.

Authority to Leave

All ZIWI® Limited shipments handled by 3rd party carriers (FedEx, UPS, and/or USPS) should be attempted to be personally delivered to the recipient with a signature obtained in accordance with the carrier's standard policy.

In a situation where a signature cannot be obtained, the delivery driver has been given authority to leave the parcel where practical, unless a signature has specifically been requested. Any special delivery instructions provided on the label will be followed (i.e. Leave in mailbox or at back door).

Risk

The risk of any loss of, or damage to, the products will pass to you on delivery.

Pricing

The prices for the products listed on this site are in United States Dollar. Prices do include tax, but not any delivery charges. ZIWI® Limited reserves the right to amend or rectify any errors in pricing or product specification within 24 hours of being notified of it or after an order has been processed.

Order Acceptance

The receipt of an order number or an email order confirmation does not constitute the acceptance of an order or confirmation of an agreement to sell. No sale is complete until shipment. ZIWI reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customer. Verification of information may be required prior to the acceptance of an order. Prices and availability of products are subject to change without notice. Errors will be corrected when discovered and ZIWI reserves the right to revoke any stated offer or promotion and to correct any error, inaccuracy, or omission (including after an order has been submitted). Certain orders constitute improper use of the website. ZIWI reserves the right, at its sole discretion, to refuse or cancel any order for any reason. Your ZIWI Account may also be restricted or terminated for any reason, at ZIWI's sole discretion

Force Majeure

We will not be responsible for any delay or failure to comply with our obligations under these terms of sale if the delay or failure arises from any cause which was beyond our reasonable control. This does not affect any of your statutory rights.

Additional Terms

Additional terms and conditions may apply for certain products or services which may be available through this site and any such additional terms and conditions must be read in conjunction with these terms of use.

Amendments

We may amend these terms of use from time to time, so you should check and read these terms of use regularly. By continuing to use this site after any such amendment, you are deemed to have agreed to the amended terms of use.

Jurisdiction and Governing Law

These terms of use and any matters or disputes connected with this site will be governed by New Zealand laws and will be dealt with in New Zealand courts.

This site and its content are made available for the purposes of shopping online with ZIWI® Limited and providing information about ZIWI® products.

Reproduction of the images and text on this site for any other purposes is prohibited.