FAQ
The Answers You Need
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept bank transfer and credit card transactions through our secure transaction page.
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Just select the option when it is time to check out from your shopping basket.
WHAT IS YOUR RETURN POLICY?
It is always difficult when purchasing items online which require measurements of your horse to ensure a good fit. We acknowledge this and so our returns policy reflects this need for flexibility. Click here for more information.
WHAT IF I NEED IT NOW FOR MY INJURED HORSE?
Here at myhorse.co.nz we understand that our four legged family members always seem to choose the most inconvenient time to hurt themselves.
We understand the stressful position you can find yourself in. If you are in desperate need of a product we sell, please make contact to see how we can help.
WHAT ARE THE SHIPPING COSTS?
myhorse.co.nz uses NZ Post for its delivery service. All items are sent tracked as a minimum.
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You can select the delivery type when placing your order. If you need an item in a hurry, please contact us to see what we can arrange.
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Costs per order:
ParcelPost tracked
$7.00
$10.20 for rural delivery
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Courier (no signature)
$8.50
$11.70 for rural delivery
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For terms and conditions, delivery times and other information click here.
WHAT ARE THE TERMS OF SERVICE?
The full Terms of Service can be viewed here. They are also accessible when you view your shopping cart at checkout.
WHAT ABOUT MY PRIVACY?
The full Privacy Statement for myhorse.co.nz can be downloaded here. It is viewable again from your shopping cart when you are checking out.
RETURNS POLICY
If you have any questions about your purchase or our service to you, please do not hesitate to make contact with us to see how we can help you.
To assist us with this policy we require you to take some simple steps
Keep the item clean. One way to do this is for items such as the Pressage Bandage is to wrap the horses limb in glad wrap (cling film) first when trying it on for size.
If you have doubts as to the fit, get in contact with us.
When returning the item, please include any original packaging.
We also suggest that return items are sent by tracked post to ensure we receive the items. We cannot guarantee that we will receive your returned item otherwise.
Of course, there has to be some boring rules:
Your Item cannot be returned if it has been more than 30 days since purchase (come on, that sort of makes sense right?)
The items must be in a resalable condition. This means that if the item is stained, ripped or otherwise damaged, your item cannot be returned.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If the product being returned is faulty, and the Consumer Guarantee Act applies, myhorse.co.nz will meet our obligation to provide a remedy under The Consumer Guarantees Act.
SHIPPING
For items that we have in stock, NZ Post have a delivery target of 3 working days for ParcelPost. For Courier it is next working day (between major towns and cities). They state that this is a guide only and not a guarantee. More details can be found here.
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We endeavour to have items in stock to keep the turnaround time for your order as short as possible. If there is going to be any delays we will get in touch with you to discuss the options.
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You must make sure that the delivery address and receiver’s name for your order is accurate and complete (including any business name if you ask us to deliver to a work address) because we may be unable to change these details once the order has been placed. We cannot take responsibility for any orders that go missing due to incorrect delivery information provided by you, or because you have not chosen a safe delivery address. Delivery will be deemed to have been made when the goods arrive at the delivery point agreed with you, or, if you are to arrange delivery, when the goods are available for collection by you.
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You must notify us within 5 days of the dispatch date (as stated in the email we send confirming dispatch) if you have not received an item. It is your responsibility to take care of the goods when they have been delivered in accordance with the instructions you have given us.
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Addressing Your Order
If you want your order delivered to a business or apartment address please ensure you put the business name or apartment/building name at the end of the Surname in the delivery address section so the courier driver can find you! Delivery to PO Box or Private Bag addresses is also no problem.
For rural delivery addresses please put your RD number into the Suburb field. Not sure of the correct address or postcode for your delivery address? Check NZ Post’s Address Finder