Terms & Conditions

Terms and Conditions

Order Details

When placing an order, please provide accurate contact details. We do not send advertising materials and will only use your contact information for the following purposes:

• Sending tracking information
• Contacting you regarding custom orders
• Advising you of any issues with your order, dispatch, or delivery

Domestic Shipping Rates and Estimates

Shipping charges are calculated using a flat rate system provided by our courier partner. Please ensure you select the correct shipping option — North Island Urban, North Island Rural, South Island Urban, or South Island Rural. Failure to select the appropriate Rural shipping option for rural addresses may result in your order not being dispatched..

You can check your postcode and RD number HERE

Processing

Once you have received your order confirmation email, your order will be processed within 1 to 3 business days (excluding weekends and holidays). You will receive an additional notification when your order has shipped.

For custom items, the processing time may take up to 5 business days before shipping.

Shipping Areas

We offer shipping to all of Mainland New Zealand. Unfortunately, we cannot ship to the Hauraki Gulf Islands (e.g., Waiheke Island), Stewart Island, or Chatham Island. At this time, we do not offer international shipping.

Order Status

Once your package has been dispatched, it is in the hands of the courier company, and we no longer have control over its delivery. You will receive an email notification with a tracking number once your order has shipped. Please allow 24 hours for tracking information to become available.

Payments

Orders cannot be dispatched without payment. If paying by manual bank transfer (internet banking), please ensure your payment is made within 48 hours of checkout. Failure to pay within 7 days will result in your order being canceled.

Bank account details:

Account Name: L A Coates

Bank Account Number: 02-0719-0215811-097 (If this doesn’t work, please try -97 instead of -097)

Please use your order number or name as the payment reference.

Lost Parcel?

If you haven’t received your order within 14 days of receiving the shipping confirmation email, please contact the courier directly via the contact section on the tracking page.

As per courier policy, any lost package claims must be made by the customer, not the sender. For further assistance, please contact us at equineeatsntreats@gmail.com, including your order number.

Treat Care

Treats should be stored in an airtight container at room temperature. If your treats came with a silica gel packet, place it in the container with the treats (do not eat or feed it to your horse). Keep treats away from direct heat or sunlight to maintain freshness.

Returns Policy

Our return policy lasts 21 days. Please contact us immediately if there is an issue with your order, providing relevant photos and an explanation of why you wish to return the item.

• Discounted, seconds, or sale items are final and cannot be returned or exchanged.
• Returns are processed in accordance with the Consumer Guarantees Act and do not cover change of mind.
• The customer is responsible for return postage. Refunds will be processed minus the original shipping cost. Return shipping costs are the responsibility of the customer.

Treat Information

Our products comply with the Agricultural Compounds and Veterinary Medicines (ACVM) Act 1997 and are exempt from registration. All relevant allergy, ingredient, and batch information can be found on the product labels and on our website.

We stay up-to-date on clean sport policies, the FEI banned substances list, and the racing banned substances list as best we can, and make every effort to prevent contamination, though we cannot guarantee absolute safety from a positive swab.

Recipes and Processes

Our recipes and processes are classified as Trade Secrets, and as such, we do not disclose this information under any circumstances.

All logos and photos on this website are copyrighted. All rights reserved by Equine Eats n' Treats and its third-party collaborators.