Shipping & Delivery Policy

At The Soft Paws, we are committed to getting your new plush companions to you safely and as quickly as possible. We partner with reputable, reliable courier services to ship our products globally. Please read our shipping guidelines and delivery timeframes below.

1. Order Processing All orders are processed and prepared for dispatch within 1 to 5 business days. Once your order is handed over to our courier, you will receive a confirmation email containing your tracking information.

2. New Zealand Domestic Shipping We offer reliable shipping across Aotearoa. Please note: Our local couriers cannot deliver to PO Boxes or Private Bags, so a physical residential or business address is required.

  • Standard Urban Delivery: 1 to 5 business days (often overnight depending on your city).

  • Standard Rural Delivery: Please allow an additional 3 to 5 business days on top of the standard timeframe.

  • Tracking: All local deliveries are fully tracked. A signature may be required upon delivery.

3. Local Pickup (Click & Collect) If you are based in Auckland, we offer a free and convenient local pickup service.

  • How it works: Select "Local Pickup" at checkout. You will receive an email notification as soon as your order is ready for collection.

  • Pickup Hours: Monday to Friday, 9:00 AM – 5:00 PM (excluding public holidays).

  • Pickup Location: 8 Para Cl, Fairview Heights, Auckland 0632, New Zealand. (Please ensure you have received your "Ready for Pickup" confirmation email before arriving).

4. International Shipping We love sending our plushies worldwide! We offer two international delivery options. Please note that all international shipping timeframes are targets only and cannot be guaranteed due to variations in airline routing and destination customs processing.

  • Standard International: Typically takes 8 to 21 business days. All standard international orders include basic tracking.

  • Express International Courier: Normally takes 3 to 10 business days. This is a premium, fully tracked service, and a signature is typically required upon delivery. Note: Express shipping costs are calculated based on either the actual weight or volumetric (dimensional) weight of the parcel, whichever is greater.

5. Customs, Duties, and Import Taxes When ordering from outside New Zealand, your parcel may be subject to customs inspections, import duties, and local taxes once it reaches your country.

  • Customer Responsibility: Any additional fees levied by your local customs authority are the sole responsibility of the purchaser.

  • Refused Parcels: Shipping fees are non-refundable for shipments that are undeliverable or refused due to the unwillingness to pay custom charges. We highly recommend checking your local customs regulations before placing an international order.

6. Address Accuracy & Unclaimed Parcels To ensure a smooth delivery, please double-check your shipping details at checkout.

  • Incorrect Addresses: The Soft Paws takes no responsibility for delays or lost packages resulting from incorrect or insufficient addresses provided by the customer. If a package is returned to us due to an address error, the customer is responsible for the reshipping costs.

  • Unclaimed Parcels: If an international parcel is left unclaimed at your local post office and is returned to New Zealand, we do not offer automatic refunds for the products. We are happy to reship the item to you, provided the additional shipping costs are covered.

7. Tracking & Lost Packages Once your order is dispatched, you can monitor its journey via the tracking link provided in your email. Please be aware that tracking updates may vary depending on the local postal service in the destination country.

  • Lost in Transit: If 30 working days have passed since your dispatch date and you have still not received your order, please reach out to our Customer Service team at sales@thesoftpaws.com. We will launch an investigation with the courier to locate your parcel and find a solution.