Shipping & Delivery Policy

Business name: Marley Moo Limited
Last updated: 1st November 2026

At Marley Moo, we understand how important it is for raw dog food to arrive in good condition. We take care when preparing and packaging orders and use packaging intended to help keep your products cold for as long as possible during transit.

Please read our shipping policy carefully before placing an order.

1. Shipping Rates

Shipping charges are calculated based on the delivery destination, parcel size and weight, and applicable delivery surcharges.

Our available shipping rates will be displayed at checkout or provided in our current shipping rate schedule. Any applicable rural delivery surcharge will be included in the shipping cost shown to you before you complete your order.

Delivery rates may change if our courier pricing changes. We will display or communicate the applicable price before your order is confirmed.

2. Order Processing & Dispatch Days

To help manage delivery timeframes and maintain product quality, we dispatch orders according to the following schedule:

• Orders placed Monday to Wednesday: We aim to dispatch these orders as soon as practical, subject to processing requirements and courier availability.

• Orders placed Thursday to Sunday: These orders will be dispatched on Monday.

Public holidays, operational disruptions or other circumstances may affect dispatch times. If we expect a significant delay, we will endeavour to communicate this to you.

3. Preferred Delivery Days

At checkout, you may specify a preferred delivery day of Tuesday, Wednesday or Thursday.

We will do our best to accommodate your preferred delivery day; however, this is a request only and is not guaranteed. Actual delivery timing depends on courier schedules, your location and circumstances outside our control.

Please consider your preferred delivery day when placing your order, particularly if you live in a rural area.

4. Rural Deliveries

We welcome orders from rural addresses throughout our available delivery areas. However, overnight delivery cannot be guaranteed to rural addresses.

Rural deliveries may take longer than urban deliveries due to courier routes, collection schedules and other factors. Because our products are raw pet food and require appropriate temperature control, please consider the additional transit time when deciding whether to order for rural delivery.

By choosing rural delivery, you acknowledge that delivery may take longer than overnight and that we cannot guarantee a specific arrival day.

We package orders with the aim of keeping products cold for as long as possible. However, packaging cannot guarantee that products will remain frozen throughout every journey, particularly if transit is delayed.

Please ensure that your delivery address and contact details are accurate and that someone can receive the parcel promptly.

These rural delivery conditions do not remove any rights you may have under New Zealand consumer law if an order is not delivered as agreed or the products do not meet applicable legal requirements.

5. Packaging & Keeping Products Cold

We take reasonable care when packing your order and select packaging intended to help maintain low temperatures during transit.

Our packaging is designed to help keep your order cold for as long as possible, but we cannot guarantee that every parcel will remain completely frozen until delivery under all weather and transit conditions.

Transit time, outside temperatures, courier delays and the time a parcel remains unattended can all affect the temperature of your order.

For this reason, we strongly recommend that you or another trusted person are home when your parcel is delivered so that it can be unpacked and stored promptly.

Please make arrangements for someone to receive the parcel if you are unlikely to be home.

6. Receiving Your Delivery

When your order arrives, please collect it promptly and check the packaging and products.

• Move the products into appropriate frozen or refrigerated storage as soon as possible, following the instructions supplied with your order.

• Check the packaging for damage or signs of leakage.

• If the parcel is delayed, damaged or appears to have been exposed to unsuitable temperatures, contact us promptly.

• If you have reasonable concerns that a product may be unsafe, do not feed it to your dog until the concern has been addressed.

Please retain the packaging and take photographs of the parcel and products if you need to report a problem. Include your order number and a description of what happened so we can investigate.

7. Missed Deliveries & Unattended Parcels

We recommend that someone is available to receive your delivery. If you are not home, the courier may leave the parcel in accordance with its delivery procedures or attempt delivery again, depending on the service and location.

If a parcel is left unattended, collect it as soon as possible and follow the product storage instructions.

If you know you will not be available on the expected delivery day, please consider whether you can arrange for someone else to receive the parcel.

We cannot guarantee that a parcel left unattended will remain cold or frozen for a particular length of time. However, any concern about product condition, delivery handling or safety will be considered individually and in accordance with our legal obligations.

8. Delayed, Missing or Damaged Orders

If your order has not arrived within the expected timeframe, or arrives damaged or with concerns about product condition, please contact us as soon as possible.

Please provide:

• Your order number.

• Your name and delivery address.

• The tracking number, if available.

• Photographs of any damaged packaging or products, where possible.

• A description of the delivery issue and when the parcel was received.

We will investigate the matter and work with you to determine an appropriate resolution.

Nothing in this policy excludes or limits your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable law.

9. Contact Us

If you have questions about shipping, rural delivery or the condition of your order, please contact us here. 

Thank you for supporting Marley Moo. We appreciate your understanding that raw pet food requires extra care during packaging, shipping and storage.