FAQs

Shipping and Delivery

Q: Do you ship worldwide?
A: Yes! We offer worldwide shipping.


Q: Can I pick my order up from you?
A: No, we strictly do not offer pickups under any circumstances.


Q: How long after purchasing will I receive my order?
A: This depends on the items you've purchased. The majority of our items are custom made to your specific requirements. Custom made items have a processing time. Please check the header at the top of our website for an up-to-date processing time before shipping. 

New Zealand delivery ETAs: Our delivery services are overnight for urban and 2-3 days for rural. If you have not received your order within 10 days of receiving a shipping confirmation email, please contact us.


Q: How do I track my shipment?
A: Your shipping confirmation email will contain a link to track the delivery of your items. You are also able to redirect your parcel if you will not be home, or want your parcel left in a safe spot (for domestic shipments only).

If you are unable to find your tracking information please contact us and we will be able to provide it for you.

 

Order issues

Q: I have an issue with my order, who should I contact?
A: Please contact our customer service team at hello@spicypet.co.nz. Be sure to quote your order number and give us as much detail as possible when explaining the issue. Please note, we do not offer returns/refunds on personalised items. If we have made an error with your order we will send a replacement at no extra charge.


Q: Can I cancel my order
A: Yes, but you must notify us within 24hrs of placing your order. Once production has begun on your items or you receive shipping confirmation we are unable to cancel your order for personalised items.

 

Products and stock

Q: Can your iron-on products be washed? 
A: Yes! Although, there are some options (i.e holographic and foil colours) should be gently hand washed and air dried. It is also advised to wash and dry garments inside out.


Q: Are your iron-ons difficult to apply?
A: Not at all! All you need is your household iron. Each item we send has a QR code on the packaging that directs you to our application instructions page. If you have any difficulty applying our items please reach out and we can assist you.


Q: I don't own an iron, can I apply iron-ons some other way?
A: Unfortunately no. Our iron-ons do require an iron to be properly applied, otherwise you run the risk of them becoming unstuck and lost. If you are really stuck for application options, we can arrange to have your items sent to us and we can apply them for you using our heat-press for a small fee.


Q: A product I'm after is currently sold out. When can I expect it to be back in stock?
A: This varies from item to item. Products that are listed are usually items we plan to restock at some point in the future. Contact us if you'd like to find out when we're planning to restock an item, or if you can start a custom order. 

Payments, promotions and gift vouchers

Q: What can gift vouchers be used for? 
A: Gift vouchers can be used for any of the items on our store up to the value of the voucher. Vouchers are non-refundable, and non-cash redeemable, and cannot be combined with other discounts. Gift vouchers do not cover or contribute the cost of shipping. Gift vouchers are one-time-use. If you do not use the full amount of your voucher in a single purchase you cannot reuse your voucher a second time. Discounts cannot be applied to purchase vouchers.

Q: Do discount codes apply to everything in the store?
A: Unless stated, discount codes will apply to everything in the store except gift vouchers and add-ons (i.e adding a protective coating to your ID tag or adding an additional pet to your portrait hoodie). Discounts cannot be applied to stockist orders and some custom orders.


Q: Is there a min purchase amount required to use a voucher? 
A: Yes, the min purchase amount will be outlined at checkout.


Q: Do vouchers expire? 
A: Yes, gift vouchers expire 12 months after the purchase date.

Q: I am organising a gift or giveaway and would like a physical gift voucher, can you supply this?
A: Yes, we have a physical gift voucher here. For digital gift vouchers, please contact us.