5. Q: What do I do about clearing customs?

A: If you are bringing your cat(s)/dog(s) to N.Z. as family pets, we will pre-clear Customs – provided you have sent us the customs declarations and copy of passport/work or residency visa, or proof of application for a visa (if applicable), when you made the booking with us.
If you cannot have these documents available at time of booking, please fax them to us as soon as possible afterwards, because we cannot clear Customs without all the correct documentation. As soon as you receive the airway bill number (ticket number) for your cat(s)/dog(s), please give us the number as we will also need this to do the pre-clearance. Once we pre-clear Customs, we will be ready to pick up your cat(s)/dog(s) as soon as they have been released by MAF at the airport, hence, there will be no unnecessary waiting.
If you are a breeder or bringing in show cat(s)/dog(s), you must contact a Customs Broker, who will clear Customs for you, The customs broker must send us a copy of the Customs Clearance, so we can pick up your cat(s)/dog(s).

6. Q: Is there anything I can do to help make the flight more comfortable and less stressful for my cat(s)/dog(s)?

A: Yes, there are a few things you can do to help your cat(s)/dog(s) flight to be more comfortable and less stressful. First, you can purchase the airline approved travel crate from your pet transporter well in advance, and put it in your house so your cat(s)/dog(s) can get used to it being around. You can put some bedding inside and slowly encourage your cat(s)/dog(s) to go inside just for a few minutes, then gradually build up their time in the crate and eventually you can feed them inside the crate. This will make your cat(s)/dog(s) feel confident and comfortable. Also, if possible, introduce your cat(s)/dog(s) to strange noises and surroundings so when it comes to flight time, they will not feel so stressed when they are at the airport around loud noises. 

7. Q: My cat(s)/dog(s) will have bedding in the crate when they leave their home country. Can they have this bedding in their quarantine unit(s)?

A: Yes, if the bedding is clean, or if it is only wet, we will wash it and put it in your cat(s)/dog(s) unit when it is dry, however, if the bedding is badly soiled, it will have to be destroyed.

8. Q: My cat(s)/dog(s) may arrive into N.Z. late at night, during a weekend or on a public holiday, so who will pick up my cat(s)/dog(s) from the airport? 

A: We can pick up your cat(s)/dog(s) 24 hrs a day, 7 days a week. 

9. Q: Can I pick up my cat(s)/dog(s) from the airport upon arrival?

 A: No, sorry, we are the only ones who can pick up your cat(s)/dog(s)
from the airport and bring them to our quarantine facility, in a MAF
approved vehicle.
 

10. Q: How will my cat(s)/dog(s) cope being in quarantine?

A: Most cats and dogs do remarkably well during their quarantine period. They soon settle into our daily routine with the help of our experienced staff who check on them and give them reassuring ‘pats’ and ‘cuddles’ as needed. Our facility is staffed 24 hours, 7 days a week.

11. Q: Can my dog(s) see other dogs and do they have a view from their
kennel?

A: Your dog(s) cannot see other dogs because some dogs do not like to socialise and they may also be aggressive. The minimum stay in quarantine is 30 days and we want your dog(s) to be happy and relaxed during their stay, not upset by looking at, or listening to, aggressive dogs next to them. If they cannot see each other this will reduce the noise, ensuring timid dogs feel safe. Also if they are too close, they run the risk of contracting and spreading viruses. All the dogs can see some trees at the end of their kennel run.

12. Q: My dog is coming from a warm climate to N.Z. winter. Is there heating in the kennels:

A: We are located in the northern part of N.Z. and it does not snow in this area, however, we do get frosty mornings and rainy days. Our kennels and runs are all enclosed with only one end open in the run area, so dogs can have some natural sunlight and see some trees. We have a plastic curtain that rolls down at the end of the run, to protect dogs from the wind and rain. There is also a door between the kennel and run that is closed at night so the kennel stays warmer. We provide beds and bedding to help keep the dogs warm. You are welcome to bring additional bedding and dog jackets, to give them a smell from home and make them feel more secure, relaxed and warm. If you would like your dog(s) to have an electric blanket, we can provide them, but you will need to accept responsibility if your dog(s) chews the electric wires. Dogs may chew when they first arrive into a strange environment, until they become settled. If you have any questions about keeping your dog(s) warm, please do not hesitate to contact us.

13. Q: Will my dog(s) be in a small kennel throughout the quarantine period?

A: The kennels and runs are a good size for all breeds of dogs. They consist of two rooms – one room (the kennel) has their bed, food and water and the other room (the run) is for exercise and toilet. Single kennel size is 1.5 metres x 2 metres and the run is 1.5 metres x 4 metres. Double kennel size is 1.9 metres x 2 metres and the run is 1.9 metres x 4 metres

14. Q: Will my cat(s) be in a small cage throughout the quarantine period?

A: Each cat unit is 1 metre wide x 2 metres long x 2 metres high. There are also double size units available for families of cats. The units are two levels – (upstairs and downstairs) – upstairs has a bed, food and water. The downstairs is the play area and has the litter box, scratching post, and some furniture. Cats can see each other if they wish, but for privacy they can go upstairs into their beds where they will feel safe and secure. Electric blankets will be provided if necessary.

15. Q: What if my cat(s)/dog(s) are on special food and/or medication?

A: This is not a problem. We can administer medications and provide special foods, as long as you give us plenty of time to order in the special requests, or find a suitable substitute.

16. Q: What happens if my cat(s)/dog(s) become ill during the quarantine period?

A: It is very important that we have contact details for the owner or guardian at all times, so we can make contact if a problem arises. Our staff do regular daily checks on every cat and dog in our care to ensure their well being. If a cat and/or dog are found to be ill, we will try to contact the owner or guardian first to discuss the problem, and call the Vet. if necessary. In case of a medical emergency, the Vet will be contacted immediately and the owner will be informed as soon as a staff member can get hold of them. Due to animal welfare, we will never wait for permission in the case of an emergency as this may slow down the treatment needed, but we will always keep the owner informed about what is happening with their beloved cat/dog.

17. Q: Can my cat(s)/dog(s) stay together in quarantine?

A: If you have more than one dog, they can be together, as we have double kennels that can take more than one large dog. Our cat units can take up to three adult cats at one time. In certain circumstances if you have a dog that is under 3kgs and gets on well with your family cat(s) and does not upset other client’s cats, then we can house your little dog in with your cat(s), but this is under special circumstances only. If you have questions regarding this situation, please contact us.

18. Q: What happens if my bitch is pregnant when she arrives into your quarantine facility?

A: We have previously cared for and whelped pregbant bitches in quarantine and will gladly discuss any concerns you may have. We also received a Certificate of Appreciation from the N.Z. Police Dog Training Centre for our professional care with whelping one of their imported bitches.

19. Q: My cat(s)/dog(s) will need to be groomed while in quarantine. Can you do this, or will you allow me to do it?

A: We will be happy to discuss your cat(s)/dog(s) grooming needs with you. Please talk to one of our staff about your grooming requirements.

20. Q: Can I visit my cat(s)/dog(s) during the quarantine period?

A: Yes, you are welcome to visit your cat(s)/dog(s) 7 days a week between 11.30a.m. and 13.30p.m., however, QUALIFIED PET SERVICES WILL BE CLOSED TO QUARANTINE VISITING ON ALL N.Z. (including Auckland regional) PUBLIC HOLIDAYS.

21. Q: Can I bring toys, bedding and treats for my cat(s)/dog(s)?

A: Yes, owners can bring in toys, bedding and treats. Please make sure all bedding is named. It would be best to keep any extra special toys/bedding at home so it will be a pleasant surprise and a familiar smell when your cat(s)/dog(s) go home. Note: We take no responsibility for damage and/or loss of bedding and toys. Please do not bring big bulky items such as duvets, large blankets or bean bags as we are unable to wash them. If you cannot visit, you are welcome to post items to us to give to your cat(s)/dog(s).

22. Q: At the end of quarantine, can I just take my cat(s)/dog(s) home?

A: At the end of quarantine, MAF will issue a biosecurity release document so your cat(s)/dog(s) can go home to you. Under no circumstances can cats and dogs go home without this biosecurity clearance from MAF.

23. Q: I am not sure if I can pick my cat(s)/dog(s) up after quarantine. Can you deliver my cat(s)/dog(s) to me?

A: Yes, we can arrange transportation for your cat(s)/dog(s) to your new home, either by driving within the Auckland region or flying to the closest airport near you.

We hope these questions and answers have helped you with some of the concerns you may have but if you have further questions, please do not hesitate to contact us.