Last updated: 29 April 2026
At TheSoftPaws, we want your new cuddle buddy to reach you as quickly and safely as possible. This policy explains how we process, pack, and ship orders — within New Zealand, internationally, and via local pickup in Auckland.
1. Order Processing Time
All orders are processed and prepared for dispatch within 1 to 5 business days of payment confirmation. Business days are Monday to Friday, excluding New Zealand public holidays.
Once your order has been handed over to our courier partner, you will receive a confirmation email containing your tracking number and a link to track your parcel.
During high-demand periods (e.g. sales events, Christmas/holiday season), processing times may extend slightly beyond the standard window — we’ll always try to flag this at checkout if it applies.
2. New Zealand Domestic Shipping
We currently ship to addresses throughout New Zealand, including the North Island, South Island, and offshore NZ territories where our courier network allows.
| Delivery type | Estimated timeframe | Notes |
|---|---|---|
| Urban / metro addresses | 1–5 business days | Often overnight to next-day depending on location |
| Rural addresses | Add 3–5 extra business days | On top of the standard urban timeframe |
- All domestic parcels are sent with full tracking, and a signature may be required on delivery for certain orders.
- We are currently unable to deliver to PO Boxes or Private Bags. Please provide a physical street address at checkout.
3. International Shipping
We’re happy to send TheSoftPaws plushies to customers outside New Zealand. Two shipping options are available at checkout:
| Option | Estimated timeframe | Tracking | Notes |
|---|---|---|---|
| Standard International | 8–21 business days | Basic tracking | Most economical option |
| Express International Courier | 3–10 business days | Full tracking, signature typically required | Faster, higher cost |
- International shipping costs are calculated based on the actual weight or volumetric (dimensional) weight of your parcel, whichever is greater.
- Please note: international shipping timeframes are targets only and cannot be guaranteed, as they depend on airline routing, transit country handling, and customs processing outside our control.
4. Customs, Duties & Import Taxes
International orders may be subject to customs duties, import taxes, or handling fees imposed by the destination country. These charges are the responsibility of the customer and are not included in your order total or shipping cost at checkout, as they vary by country and order value.
We recommend checking your country’s customs regulations before ordering. If a shipment is refused or abandoned at customs due to unpaid duties, shipping fees are non-refundable, and the cost of returning or re-shipping the parcel (if possible) will be the customer’s responsibility.
5. Local Pickup (Auckland Only)
Prefer to skip the courier? We offer free local pickup for customers in the Auckland area.
- How to select it: Choose “Local Pickup” as your delivery method at checkout — no shipping fee will be charged.
- Pickup location: 8 Para Cl, Fairview Heights, Auckland 0632, New Zealand
- Pickup hours: Monday–Friday, 9:00 AM–5:00 PM (excluding New Zealand public holidays)
- Before you come: please wait for our “Ready for Pickup” confirmation email before heading over — orders are prepared during our standard 1–5 business day processing window.
- Please bring your order confirmation (email or order number) when collecting your order.
6. Order Tracking
Once your order ships, you’ll receive an email with your tracking number and a link to follow your parcel’s journey. If you haven’t received tracking information within [X] business days of ordering, please contact us at sales@thesoftpaws.com and we’ll look into it.
7. Incorrect or Incomplete Addresses
Please double-check your shipping address before completing checkout. TheSoftPaws is not responsible for delivery delays, additional costs, or non-delivery caused by an incorrect, incomplete, or outdated address provided by the customer. If you notice an error after placing your order, contact us as soon as possible at sales@thesoftpaws.com — we’ll do our best to update it before dispatch, but cannot guarantee changes once an order has shipped.
8. Lost, Delayed, or Undelivered Parcels
If your order hasn’t arrived within the estimated timeframe:
- First, check your tracking link for the latest status.
- If tracking shows no movement or the estimated delivery window has passed, contact us at sales@thesoftpaws.com with your order number.
- For international orders, we will open an investigation with the courier if 30 working days have passed since dispatch without delivery.
- If an international parcel is unclaimed and returned to us, we do not automatically issue a refund — we’re happy to arrange reshipment, with the customer covering the additional shipping cost.
9. Damaged Items
If your order arrives damaged, please contact us within [X] days of delivery at sales@thesoftpaws.com with your order number and photos of the damaged item and packaging, and we’ll sort out a replacement or refund in line with our Refund Policy.
10. Public Holidays & Peak Seasons
Our processing and delivery timeframes may be extended around New Zealand public holidays and during high-volume periods such as Christmas and major sale events. We’ll do our best to communicate any expected delays on our website or via order confirmation emails.
11. Questions?
If you have any questions about your delivery, get in touch:
- Email: sales@thesoftpaws.com
- Phone: +64 27 397 0990
- Monday – Sunday: 6:00 AM – 10:00 PM
We may update this Shipping & Delivery Policy from time to time to reflect changes in our shipping partners, rates, or processes. The version posted on this page is always the most current
