Frequently Asked Questions

BunnyDo you have a shop?

Our retail store, The Vegan Shop, is located close to PONSONBY at 18 Maidstone Street.


How does my purchase support a charity?

A portion of every purchase is donated to one of the animal welfare charities listed on this site.  For all orders over $50 we will donate $1 to the animal charity of your choice. You pay no additional fees!


What charities are supported?

SAFE: Their aim is to make significant improvements in the lives of animals by raising awareness, challenging cruel practices, changing attitudes and fostering compassion so that they are no longer exploited or abused.

Animal Sanctuary: Their 32 acre property has grazing land to permanently home abused animals, and is bordered by 400 acres of protected bush where they can safely release rehabilitated native birds.

HUHA: Dedicated to teaching empathy to the community and providing shelter for those less fortunate animals that struggle to survive in today's disposable culture.

Farm Watch: Serve as a voice for animals by investigating and exposing cruelty, and rescuing animals in need of care.

Greyhounds Down South: A registered charity based in Southland, New Zealand, that is dedicated to connecting "retired" Greyhounds with their forever homes.

Sea Shepherd: An international non-profit, marine wildlife conservation organisation.

Gentle World: Gentle World’s core purpose is to help build a more peaceful society, by educating the public about the reasons for being vegan.


How can I suggest a charity to be supported?

Please email us at [email protected].


What are your delivery charges?

Please visit our shipping policy page.


Do you ship internationally?

Sorry we only ship within the North and South Island of New Zealand.


What is your returns policy?

If you received damaged or faulty goods, we will happily provide you with a full refund within thirty (30) days. However we are not obliged to refund items if you have changed your mind about a particular purchase, so please choose carefully. 


Do you ship refrigerated or frozen products?

Our courier service is not refrigerated, and any perishables will be at the purchasers own risk. There may be complications during transit or with the Courier in your area, contact us if you have problems and we’ll do our best to help. Unfortunately it is not possible to keep items frozen in transit. Frozen products may defrost and should be refrigerated. We do not recommend re-freezing them and suggest they are refrigerated and consumed within 5 days. It is important to check your address using our Rural Address Checker


How do I safely disposal of Thermogard gel ice packs?

If you have an over-supply of gel ice packs, then disposing of them safely and sustainably is easy. These gel ice packs do not contain any chemical nasties or toxic ingredients.

Thermogard’s gel ice packs won’t harm the environment or clog up your drain. Made of super-absorbent polymer, the gel does not release any harmful gases even in landfill. By adding a teaspoon of salt and mixing with the gel you will be able to pour this down your drain. The salt will break up the gel to a more liquid form, this will mean the gel will not clog your drain.

If you need to get rid of any unwanted gel packs, all you have to do is follow these three steps:

Step one:  Defrost any unwanted gel ice packs and cut open using a pair of scissors. \

Step two:  You can choose 1 of the following 3 options  –

  1. Spread gel around your plants to retain water moisture.
  2. Add a teaspoon of salt to gel pack and pour gel down the drain.
  3. Empty the gel into your rubbish bin.

Step three: Once you have got rid of all the gel, give the plastic casing a good rinse under the tap. You can then recycle the case in a flexible plastics recycling bin. You will need to double-check on your local recycling requirements by checking online.

But rather than throwing away your gel ice packs, why not reuse them? You can reuse these handy chiller packs multiple times.


Do you ship to rural addresses?

We do ship to rural addresses however delivery takes 2-3 working days so we cannot ship Chilled Goods. To check if your address is rural please visit


What is a Rural/Non-Urban Delivery Zone?

Rural/ Non-Urban areas are defined by New Zealand Couriers as those that sit outside our regularly serviced areas (Business & Residential Delivery Zones) and may differ from the rural classification of other courier and postal companies.


Is my information secure?

Please visit our website policy page.


Do you have all the same products in the shop as in your online store?

The majority of products are available both online and in store.


Are all the products you sell vegan?

YES, all the products we sell are 100% entirely Vegan; no meat, fish, dairy, eggs, honey, gelatin, lanolin, wool, fur, silk, suede and leather. NO Animal Testing. We are still New Zealands only 100% Vegan market.


Do any of your products contain palm oil?

We care about animals and recognize that the palm oil industry has had a direct impact on wild orangutan habitat. The companies that supply goods to The Cruelty Free Shop that contain palm oil have given us assurance to our satisfaction that they are sourcing palm oil in the smallest quantities possible and are doing so from sustainable RSPO plantations (Roundtable for Sustainable Palm Oil). Where possible, we will provide palm-free alternatives for our products.