Autoship
Do I need to be a member to create an Autoship?
A Petstock member account is required to place an Autoship order – this is so you can login to track and update your orders! Joining the Petstock family is easy and free and you’ll also get the benefit of our fantastic rewards program.
Are all products available for Autoship?
We offer Autoship on the products your Buddy needs on a regular basis – think food and flea and tick treatments.
When a product is available for Autoship you’ll see it as an option when you add the product to your cart as well as during the checkout process. Just select your frequency and you’re ready to go!
What payment methods can I use for Autoship?
Autoship orders are processed via credit card. Afterpay is not available on Autoship orders.
How do I manage my Autoship details?
Log into your Petstock account, Go to Autoship under your account section to view your currently scheduled deliveries.
From here you can update the frequency of your delivery, add or remove products and update your payment details.
Can I earn Petstock Rewards on my Autoship?
Yes you can! Not only will you save more with our already low prices, Autoship customers also receive an additional 5% off their ongoing order! Plus, you’ll also earn Everyday Rewards points on each order. How’s that for more value!
Can I cancel my Autoship?
Absolutely! Autoship is super-flexible and you aren’t locked into anything. You can pause or change delivery dates, add or remove products. You call the shots – make Autoship work for you.
You can cancel your Autoship by logging into your Petstock account and selecting My Autoships or you can contact our Customer Experience Team for support.
Can I set up an Autoship order as a guest?
A Petstock member account is required to place an Autoship order – this is so you can login to track and update your orders! Joining the Petstock family is easy and free and you'll also get the benefit of our fantastic rewards program. Click here to sign up now.
Will the price of my Autoship product always be the same?
The price of your Autoship item is calculated by the current retail product price on the day your order is processed. New Autoship orders that are set up during a sale period will receive the advertised sale offer on their initial delivery of the product/s and the Autoship discount on all subsequent deliveries. Please note, the Autoship discount amount is a percentage of the full price of the product selected as indicated on the specific product page. The price you commit to on your Autoship may change in line with product price changes on the day your Autoship order is processed.
How much notice do you need to cancel or postpone my Autoship?
We send you a reminder email three days before your Autoship is due to be processed. This is your chance to make any changes you might have. You can make alterations to your Autoship order right up until the day before your order is due to be processed.
How do I add more products to my order?
When you purchase items that are eligible you will be given the option to add them to an existing Autoship. Want them at a different frequency? No problem, you can set up as many separate Autoship deliveries as you need.
How do I change my payment method for Autoship?
Simply log in to your Petstock account and click on the 'Account' button. From the Account dashboard select 'Autoship' and then once on the Autoship page, click on ‘Edit Order’.
From here you can edit the payment details by clicking on 'Send email to update'. This will send an email to the email address on your account for you to make the changes required.
Important note: Please do not send us your card details by email or chat. All card information should be updated through your Petstock account which is encrypted for your security.
If you experience any issues whilst trying to update your card details please try using a different device or get in touch with our friendly Customer Experience Team.
Are my payment details secure?
Your payment details are stored securely with Petstock's payment gateway provider. At no point does Petstock have visibility of your payment details.
I received an email that said my Autoship order has failed, why?
The reason/s for which your Autoship order has failed will be highlighted in the email you received. The most common reason may be that your payment method needs updating. Check the My Account section to see that your payment method is still valid and update if necessary. If you are not sure why your order has failed please call 0800 13 PETS (7387) : Mon-Sun: 8am-8pm (NZDT) to chat with a team member from our Customer Experience Team who will be happy to help.
I've got a few items in my cart, but I only want one product on my Autoship order. Can I do this?
Absolutely! You will be given the option to have a product just sent once, when you add products to your cart. Only enter delivery frequency information to the products you'd like to include in your Autoship order. All items in your cart will be sent out together, then as frequently as you've indicated, only on the items you've selected for Autoship.
How will I know when my order has been sent?
You will receive an email from us three days before we send your Autoship order. At this point you are able to make any changes you like to your order. We'll then send you a confirmation email once your order has been packed and is on its way to you!
What happens if my Autoship falls on a weekend or public holiday?
Your order will be processed on the next working day.