As we deal with several manufacturers and suppliers, each has its own system for returns. Please see below:
Products are shipped from several suppliers and a customer may very well receive a couple of parcels by different couriers over a couple of days.
Upon acceptance of your order and receipt of your payment, we will deliver the goods to you as soon as reasonably possible (2 -7 days), but no later than 30 (thirty) days of receipt of your payment (“Delivery Period”).
Deliveries are usually made between 8am and 5pm. Please remember: there are no deliveries on weekends or public holidays.
The courier company will always attempt to deliver to your door, or to the mentioned address given on your order. If delivery is not completed the couriers will attempt delivery again on their next delivery run.
Someone must be available at all times to sign-off and receive the collection. Any person other than yourself who receives the products at the delivery address is presumed to be authorized to accept delivery on your behalf. Take note that faulty intercoms and high security communities can cause some difficulties. Please make sure the necessary security people are aware of the delivery. In instances where intercoms are faulty or the courier battles to make contact with the recipient from the security gate – the order will be taken back to the Depot.
We will notify you if we are unable to deliver the goods during the Delivery Period.
If a product is damaged in transit, or an incorrect product has been sent, please contact us within 2 days of collection and we will try to resolve the issue with the relevant supplier. This is done through PetzAid, by email.
Due to the nature of the products we offer, items purchased are non-refundable, unless it’s an incorrect product delivered to you by mistake, or the product was damaged during shipping. This is for your protection as we cannot risk our health and safety standards by accepting opened or used returned goods and then placing the products back onto our shelves to be re-sold.
After an approved return is initiated with our returns department:
you will be told by return email where to send the item/s. This is at your own cost until the return has been evaluated and a decision made on repair or replacement.
The product must be:
2.1 Unused, with the original labels still attached
2.2 In the original packaging, which must be in its original condition
Keep your proof that the product was returned to our courier company in the event of loss of returned goods. Failure of the above will result in us not being held liable for returned goods that does not reach our returns department.
– Some of our products are “Drop-Ship” items and will be shipped to us from our supplier before being shipped to you.
– Oversized items that don’t fit courier parcel standards will be shipped via economy service, depending on your location. The carrier will call you to inform you of your delivery date.
– If an order is refused or returned to us due to inaccurate or incorrect address information or because it was declined or undeliverable, we reserve the right to retain the original shipping/handling fee and to charge the payment method originally used for costs we incur related to the return of the undeliverable packages or merchandise to us.
We consider the delivery of your order not as the final step in the online shopping experience, but one of the most important steps. Our years of experience have enabled us to develop excellent working relationships with a number of highly efficient courier companies that makes this process a smooth one.
We offer different shipping services, dependent on whether you are in a Major Centre or Regional Area (see below for more information)
Our shipping times are usually Monday to Friday 08h00 – 17h00 (excluding Public Holidays)
All timed deliveries are subject to product and area restrictions
Individual items equal to or greater than 10kg in volumetric weight may incur longer shipping times due to logistics
We ship throughout the Republic of South Africa
Although we will make every reasonable effort to ensure that you receive your order on time, but we cannot guarantee this.
A Major Centre is regarded as a physical address within 10km of a major centre: Johannesburg, Pretoria, Bloemfontein, Cape Town, Durban, and Port Elizabeth. All other areas are regarded as Regional Areas.
Shipping Service Criteria To Be Met:
All items on the order are in stock and available for shipping.
Cleared funds have been received in full for the order total order total.
Shipping is to an SA physical address.
Excludes Saturdays and Public Holidays. Contact us should you require this service.
We will strive to fulfill our shipping commitments and if we don’t we will refund your full shipping costs and add a free shipping voucher to your account for your next order. See exclusions below:
We will not refund your shipping charges in the following circumstances:
You are not at home to accept delivery.
Your payment declines, delaying the dispatch of your order.
You make amendments to your order causing a delay.
Fail to provide us with requested information needed to process your order.
Your order fails security checks.
It is always advisable to confirm stock availability before finalising your order to avoid any inconvenience or delays. Products often do sell out due to high demand or have longer lead times because of the nature of the product and the industry. Different products are shipped from different warehouses and although we try, we may not be aware of a reduction in stocks. We will contact you if a product you have ordered is unavailable.