Delivery & Returns
Everything you need to know about getting your order and, if something isn't right, sending it back.
Where we deliver
We deliver nationwide within South Africa. We don't currently ship internationally.
Delivery costs and times
- Gauteng: R60, estimated 3–5 business days
- All other provinces: R90, estimated 5–8 business days
- Free delivery on all orders of R650 or more
Orders are packed and dispatched within 3–5 business days, excluding weekends and public holidays. Remote or outlying areas may take a little longer. You'll see your delivery cost and full total at checkout before you pay.
Courier and tracking
All orders are delivered by The Courier Guy. When your order is dispatched, we'll email you a confirmation with your tracking number, which you can use to follow your parcel at thecourierguy.co.za.
Haven't received a confirmation email? Check your spam or promotions folder first, then let us know.
Returns
You have 30 days from receiving your order to request a return. To be eligible, items must be unused, in their original packaging with any tags still attached, and you'll need your order number or proof of purchase.
- Contact us first with your order number and the item you'd like to return. Returns sent without an approved request can't be accepted.
- If your return is approved, we'll send you a return label and instructions.
- Pack it carefully and include your order number.
Items we can't accept back
For the health and safety of all pets, we can't accept returns of:
- food, treats and other perishable items
- opened or used grooming and hygiene products
- personalised or custom items
- sale items and gift cards
Exchanges
The quickest way to swap an item is to return the original and, once your return is approved, place a new order for the item you'd like.
Refunds
We'll let you know once your return has been received and checked, and whether your refund is approved. Approved refunds are paid back to your original payment method within 10 business days. Your bank or card provider may take a little longer to process it. If more than 15 business days have passed since approval, please contact us.
Damaged, faulty or incorrect items
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, contact us within 7 days with your order number and photos of the item and packaging. We'll work with the courier to put it right.
Your rights
Nothing in this policy limits your rights under South Africa's Consumer Protection Act 68 of 2008, including your right to return defective goods.
Questions? Visit our FAQ or get in touch.