Shipping policy

Shipping Policy

1. Order Processing Times

All orders are processed within 1–7 business days.
Processing times may be longer during high-volume periods, promotions, holidays, or delays outside our control.
Orders are not processed on weekends or public holidays.

If we experience a significant delay in processing your order, we will notify you by email or SMS.

2. Shipping Rates & Delivery Estimates

Shipping fees are calculated at checkout based on:

  • Delivery address

  • Package size and weight

  • Courier rates at the time of your order

Estimated delivery times:

  • Local (within South Africa): 2–5 business days

  • Regional: 3–7 business days

  • Remote areas: 5–10 business days

Delivery times are estimates and not guaranteed, as they depend on the courier’s operational factors.

3. Shipping Carriers

We partner with trusted third-party couriers.
Your order may be delivered by:

  • The Courier Guy

  • Aramex

  • PUDO

  • Fastway

  • Or another available courier depending on your address and package requirements.

We reserve the right to change or assign a courier based on availability and service responsiveness.

4. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email or SMS containing:

  • Tracking number

  • Courier details

  • Link to track your parcel

Please allow up to 24 hours for tracking information to update after receiving the tracking number.

5. Incorrect or Incomplete Addresses

Customers are responsible for ensuring that all address details are accurate.
We are not liable for:

  • Delays caused by incorrect or incomplete shipping information,

  • Lost packages due to incorrect addresses,

  • Additional courier fees for re-delivery or re-routing.

If a parcel is returned to us because of incorrect address information, reshipping will be at the customer’s expense.

6. Delivery Issues & Delays

We are not responsible for delivery delays caused by:

  • Courier errors

  • Weather conditions

  • Strikes

  • Customs delays (for international orders, if applicable)

  • High-volume seasons

  • Any situation beyond our control

Once the package has been handed over to the courier, responsibility for delivery timing and handling is transferred to the courier.

7. Damaged or Lost Packages

If your package arrives damaged:

  • Notify us within 48 hours with photos of the packaging and product.

  • We will assist with a courier investigation or claim.

For lost packages:

  • We will contact the courier to initiate a trace.

  • Replacement or refund decisions will depend on the courier’s final outcome.
    We cannot guarantee compensation for losses caused by courier handling.

8. Local Pickup (If Offered)

If local pickup is available, customers will receive a notification when the order is ready.
Pickup orders must be collected within 7 days.
Uncollected orders may be cancelled or returned to inventory.

9. International Shipping (If Applicable)

International shipping availability and rates vary by country.
Customers are responsible for:

  • Import duties

  • Customs taxes

  • Border-related fees
    These charges are not included in our prices and are not controlled by us.

Delivery times for international orders may vary widely depending on customs processes.

10. Order Changes & Cancellations

Orders can only be modified or cancelled before dispatch.
Once an order has been shipped, no changes or cancellations can be made.

11. Contact Us

For any shipping-related questions or concerns, please contact us at:
📧 [Insert Email]
📞 [Insert Phone Number]

Would you like a Returns & Refunds Policy, a Pet Care Disclaimer, or a Privacy Policy next?