Shipping & Returns
How we get ClinicareBag products to your practice, and what to do if something isn't right.
Last updated: 20 June 2026
Shipping
Where we ship
We ship across New Zealand and Australia. If you're ordering from outside these regions, please request a quote and we'll let you know what we can arrange.
Processing & dispatch
In-stock orders are typically processed and dispatched within 1–2 business days of payment being confirmed. Larger bulk orders may take a little longer to prepare; if so, we'll be in touch with an expected dispatch date.
Delivery estimates
Standard delivery within New Zealand is usually 2–5 business days after dispatch, and 5–10 business days for Australia, depending on your location. Rural and remote addresses may take longer. Estimated delivery is shown at checkout for your order and destination.
Shipping costs
Shipping is calculated at checkout based on the size and weight of your order and your delivery address. Per-unit shipping rates reduce as your order quantity increases, so bulk orders ship more economically per bag.
Free samples
Every veterinary practice can request one complimentary sample pack per year with free shipping. Sample packs typically arrive within 2–3 business days. You can request a free sample here.
Tracking
Where tracking is available, we'll send your tracking details by email once your order has been dispatched. You can also view your orders from your account dashboard.
Returns & Refunds
Change-of-mind returns
If you've changed your mind, you can return unused products within 30 days of delivery for a refund or exchange, provided they are in their original, unopened packaging and in resalable condition. Return shipping for change-of-mind returns is the customer's responsibility, and we recommend using a tracked service. Once we receive and inspect the returned goods, we'll process your refund.
Faulty or damaged goods
We want every order to arrive in perfect condition. If your products arrive damaged, faulty, or are not what you ordered, please contact us within 7 days of delivery with your order number and a photo of the issue. We'll arrange a replacement or a full refund — including any return shipping costs — at no charge to you.
Items we can't accept
For hygiene and safety reasons, products that have been opened or used cannot be returned unless they are faulty. Free sample packs are provided at no cost and are not eligible for refund.
How to start a return
Email us at support@clinicarebag.co.nz with your order number and the reason for your return, and our team will guide you through the next steps. Please wait for our confirmation before sending anything back.
Refunds
Approved refunds are issued to your original payment method. Card refunds are typically processed within 5–10 business days of us receiving and approving the return, though the time it takes to appear on your statement depends on your bank or card provider. Orders paid by bank transfer are refunded to your nominated account.
Your consumer rights
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act or the Australian Consumer Law. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, or refund as set out in that legislation.
Questions?
Our team is happy to help with any shipping or returns query. Email support@clinicarebag.co.nz or visit our FAQ.