Shipping & Returns
Online orders are dispatched Monday to Friday. Orders are not dispatched on weekends or public holidays. We make every effort to get all online courier orders received before 1pm dispatched that day but in the event of a busy period this may take up to 1-2 business days. Please note that during the festive season orders may take up to 2 business days to dispatch and there may be delays in shipping that are out of our hands. Please allow a further 3 business days for shipping during the Christmas/New Year period.
With the exception of cookies, bakery items are unable to be shipped. Fulfilment times are noted on specific product pages. While we do our best to carefully pack your cookies, we can't guarantee that the courier won't toss the parcel around and broken cookies are unable to be replaced or refunded.
As our gift to you, our fabulous customers, we offer free shipping on New Zealand orders over $100, however this doesn’t extend to some bulkier items (this is noted on the descriptions of those items), and may also apply where multiple items ordered cause an oversized carton. After ordering large items or items in bulk we will contact you to arrange a suitable shipping option. Alternatively you can email us with your address and the items you wish to purchase to discuss shipping options before you buy. There may be additional charges for rural addresses.
We offer a free Click & Collect option for local purchases (Wellington only). We will notify you via email when your purchase is ready for pick up. Orders are available for pick up during open hours (refer to the Contact Us page).
Wellington region courier shipping on orders under $100 are a flat rate of $7.
Parcels are sent from Smack Bang in Wellington and may require a signature. We recommend you use your work address if you think you won't be home to sign for the parcel. If you’re not home when the parcel arrives they will leave a Card To Call with instructions on how to collect. We will send you a tracking number once the parcel has been dispatched. In some cases, some items from your order may be sent separately. Delivery can take between 1-3 days. Please allow an extra day for rural or South Island addresses. Expect Covid-related delays in certain areas at certain times. We can deliver to PO Boxes. Please note in the comments box when you checkout online if you would like your parcel to be left without a signature ("authority to leave").
For the avoidance of doubt, "target" delivery timeframes are not a guarantee and deliveries may be outside the target range. We are not liable for courier delays out of our control.
We only ship to New Zealand. We aren't set up for the rest of the world just yet, but you can flick us an email with your address and the items you’re after and we'll see what we can do! Any taxes or duty incurred on arrival are solely the responsibility of the customer.
As an extra little perk we offer free gift wrapping for your online purchases. Please let us know in the comments box when you order if you would like your items to be gift wrapped.
We at Smack Bang want you to love what you’ve purchased from us, but if your purchase is damaged or incorrect please email us to organise a return within 7 days of receiving the product/s, provided that the product/s are in their original condition, unused, unwashed and are accompanied with their original packaging/tags. For full priced items we will either exchange it, replace it, or provide a store credit. We are under no obligation to refund due to change of mind. We are unable to accept returns of opened food items, or any Bakery or Deli products.
For sale or discounted purchases an exchange, replacement or store credit will be issued. Unless the item is defective, sale items are not eligible for a refund, however you can choose to exchange the item/s for something else or receive store credit.
Return costs are at the expense of the customer and shipping costs will not be refunded (except in the case where we have made an error). For this reason we highly recommend you measure your pet against each product's individual size guide in the case of collars, harnesses and clothing etc prior to purchasing.
If you believe your parcel was damaged in transit please notify us immediately. Please retain the damaged product and its packaging as we may need proof to claim the cost of the item and postage from the shipping company.
Refunds can only be made via the original payment method. Payments by credit cards may take up to 10 working days to process.