Shipping policy
At Pawfect Pals, we aim to make ordering pet products as convenient as possible. Please read our shipping and delivery policy to understand how orders are processed, how delivery fees are calculated, and what happens if an item is unavailable.
1. Order Processing and Delivery Times
Pawfect Pals operates on a supplier-fulfilment model and does not physically stock every product listed on our website.
Once your order has been placed and payment has been confirmed, we will arrange for your products to be sourced from our suppliers.
We aim to provide next-business-day delivery wherever possible, subject to stock availability, supplier processing times, and delivery arrangements.
Next-business-day delivery is an estimated timeframe and is not guaranteed. Delays may occur due to supplier availability, public holidays, courier services, or circumstances beyond our reasonable control.
2. Supplier Stock Availability
Product availability may change without notice, and an item listed on our website may occasionally be out of stock with our supplier.
If a product you have ordered is unavailable, we will contact you as soon as reasonably possible to explain the situation.
Where possible, we will offer you suitable alternative products to consider.
If you accept an alternative product:
We will arrange fulfilment of the agreed alternative, subject to availability. If there is a price difference, we will confirm any additional payment or refund due before proceeding.
If you decline the alternative products:
We will arrange a refund for the unavailable product. Refunds will be processed as soon as reasonably possible, using the original payment method where reasonably possible or another agreed method.
If no suitable alternative is available:
We will arrange a refund for the unavailable product.
We will never knowingly substitute an unavailable product with a different product without your agreement.
3. Delivery Fees
Our delivery fees are as follows:
- Somerset West local deliveries: R50 per order.
- Deliveries outside the Helderberg area, including the rest of Cape Town and the Western Cape: R100 per order.
If you are unsure which delivery fee applies to your address, please contact us before placing your order.
Delivery fees will be communicated at checkout or before payment is finalised.
4. Delivery Areas
We offer local deliveries in Somerset West and deliveries to other areas across Cape Town and the Western Cape, subject to delivery availability and arrangements.
Delivery times may vary depending on the destination, supplier processing times, and the delivery method used.
If we are unable to deliver to a particular address, we will contact you to discuss the available options before proceeding.
5. Incorrect, Damaged or Defective Products
If you receive an incorrect, damaged, defective, or materially misrepresented product, please contact us as soon as reasonably possible after delivery.
To help us resolve the matter, please provide your order number, a description of the issue, and photographs of the product or packaging where appropriate.
We will investigate the matter and work with you to find an appropriate resolution in accordance with applicable South African consumer-protection legislation.
Nothing in this policy limits any rights you may have under applicable law.
6. Product Images and Packaging
Product images on our website are provided by third-party suppliers, manufacturers, or distributors.
Manufacturers may update product packaging, labels, and branding. Consequently, the packaging of a product you receive may differ from the image displayed on our website.
Minor packaging differences do not necessarily indicate that the wrong product has been supplied. However, if you believe you have received a different product from the one ordered, please contact us for assistance.
7. Refunds
Where a refund is due, we will process it as soon as reasonably possible. The time it takes for the funds to reflect in your account may depend on your bank or payment provider.
Refunds and cancellations will be handled in accordance with our applicable policies and South African consumer-protection legislation.
Nothing in this policy is intended to exclude or restrict any rights available to customers under applicable law.
8. Contact Us
If you have any questions about your order, delivery fees, stock availability, or shipping arrangements, please contact Pawfect Pals using the contact details provided on our website.
Thank you for shopping with Pawfect Pals!
Pawfect Pals — Because pets deserve the best!