Delivery & Returns

COVID-19 Delivery Terms & Conditions Update

GOOD NEWS we are still operational but due to the national lockdown we are only able to process dog and cat food orders and essential animal health products.  

During the National lockdown please allow a 7 day turnaround time for all dog and cat food orders at this time. We will do everything in our power to process them faster but we have reduced deliveries from our suppliers to limit human contact and reduce the health risks for delivery drivers and warehouse staff. If you have any questions or urgent requests please don’t hesitate to get in contact with us on 078 488 4333.

At this time you can carry on shopping and all other orders are safe and will be sent out after the lockdown has been lifted.

At this time no returns or exchanges can be handled and will be processed once lock down has been lifted.

Our normal terms and conditions for Delivery & Returns is outlined below.

We are a committed online retailer and offer our customers convenience and reliable delivery throughout South Africa. Our aim is to get your purchases to you as quickly and safely as possible.  To ensure a great shopping experience, standard courier to main centres (JHB, Pretoria, Cape Town) is FREE to our customers that spend R500 or more *. If we have stock you can expect your delivery within 3 working days from placing your order.

Some of our products require pawsonalisation and special attention so this can take a bit of time. Pawsonalisation usually takes 7-10 days but we will inform you as soon as your order is ready.

Our delivery options are outlined below and at checkout:

EXCITING NEWS: FREE  Standard delivery to main centres* (JHB, Pretoria, Cape Town) for orders over R500 EXCEPT for non food orders over 5kg and food orders over 15kg.

If your order to main centres is over 5kg (non food item)  or a food order over 12kg there will be a surcharge. If multiple bags of dog or cat food are bought please not that there can be additional delivery charges that we will notify you thereof.

Why do you have to pay for delivery. It’s really simple, because we do. We try and offer you as much value as we can but at the end of the day we still need to stay in business so thank you for supporting us, we really appreciate all of the pawsome orders.

For our standard delivery our courier service operates in normal working hours. It is advisable that you can receive your goods or make sure that someone else is able to sign on your behalf. We encourage working customers to use your place of business, where possible, as a delivery address.

It is very important to note that if there are any special delivery instructions please outline these clearly in the comments box during check out.

The following details are required in order for us to deliver your order via courier:
A contact telephone number – in case there is a problem when delivering.
A full detailed physical address. Please include any special instructions in the comment field during checkout.

Should your package not be able to be delivered, our courier will make a second attempt. If it is still unsuccessful we will attempt to contact you via phone or email to make delivery arrangements. If we are unable to reach you and the package can still not be delivered, and we have made every reasonable effort to contact you, your order will be returned to our stock. You will be refunded the purchase amount minus R100 for admin costs.

We can take no responsibility to misdirected or delayed door-to-door deliveries due to incorrect information.

If you cannot be at home then we use Pargo which delivers your order to a local shop (for eg. a Clicks) in your area. It is quick and convenient and there are many local stores to choose from.

Unforeseen circumastances

We try to make sure delivery is as seamless and convenient as possible. However, infrequently situations arise that we have to deal with regarding the safe delivery of your package.

Should your delivery be outside or different to the delivery option you have chosen. We will contact you and let you know what the differences in the delivery costs are. For example, although an area might technically be within a city limit, our courier company classifies it as a “high risk” area. It is important to note that your package will not be released until the outstanding amount has been paid. If you are not happy with this you can request a refund. The refund amount will be paid back less the bank charges (if any) and done within 7 working days.

Please contact us if you are not sure of the choice of delivery option that you should be choosing.

COVID -19 Lockdown update: At this time no returns or exchanges can be handled and will be processed once lock down has been lifted.

At Pawfect customer satisfaction is extremely important and we hope that you always enjoy a great shopping experience with us. If however you are unhappy with your purchase, please get in contact with us to discuss the problem.

When purchasing a harness or collar please make sure that you have checked the sizing. If you are not sure please pop onto Live Chat or send us a message and we would be happy to advise on sizing. If you would like to return a collar, lead or harness to us you will be charged for the return collection and /or the exchange delivery. Please also ensure that it is in the original packaging and has not been damaged in any way.

Due to the fact that most of our products are pawsonalised we cannot return personalised items, unless there is a manufacturing fault.

We hope you always have a pawsome experience so if you do have any problems or suggestions for improvement please don’t hesitate to contact us.