Shipping, Returns & Refunds

Shipping, Returns & Refunds

 

WHAT IS THE COST OF SHIPPING?

In Gauteng

We charge a flat rate of R95 for orders under R500 and under 10kg.

We're delighted to offer free shipping on orders over R500 and under 10kg, a token of our appreciation for your valued business.

In National Regions

We charge a flat rate of R150 for orders under R500 and under 10kg in all other main centres outside Gauteng.

We're delighted to offer free shipping on orders over R500 and under 10kg, a token of our appreciation for your valued business.

(National Regions are Eastern Cape, Free State, KwaZulu-Natal, Limpopo, Mpumalanga, North West, Northern Cape, and Western Cape.)

Please note that coupons, discounts, and/or loyalty points only apply to products and do not lower shipping costs.

 

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Delivery to main cities in Gauteng may take 2 to 5 business days, while regional/outlying areas may take 7 to 21 business days. The delivery timeframe depends on the logistics and your delivery location. If you need your order urgently, please call us before placing an order, as we will do everything we can to assist you.

Pawsome Pals's Contact Details are as follows:

Landline: 087 357 2622

Whatsapp: 083 535 5602

Email: customercare@pawsomepals.co.za

 

HOW LONG WILL IT TAKE TO RECEIVE A PRODUCT THAT I HAVE PRE-ORDERED?

Delivery to the main cities in Gauteng may take 10 to 21 working days. Regional/outlying areas may take 15 to 28 days. Please note that although we always strive to deliver your order as soon as possible, the above-mentioned time frames depend on the supplier, logistics, and delivery location.

 

WHAT ADDRESSES DO YOU SHIP TO?

We only ship orders to physical addresses (no P.O. boxes). Please ensure your address for delivery is correct and that someone is present to receive the parcel on your behalf if you are not there. You may also use your work address for deliveries.

 

WHEN IS AN ORDER SPLIT INTO MULTIPLE PARCELS?

Suppose your parcel exceeds the single parcel weight restriction. In that case, we will split your order into multiple parcels that conform to the weight restrictions.

 

Cancelation Of An Order

You may cancel your order if the following conditions are met:

  1. Send an email to customercare@pawsomepals.co.za as soon as possible and inform us in writing that you are cancelling your order.
  2. Please include the invoice you received from Pawsome Pals after making the purchase, along with your name, surname, contact details and your reason for cancelling the order, in the email.
  3. If your order has already been dispatched, we will refund the amount which remains after shipping and collection fees have been deducted.

Please note: An order that has already been received and for which the customer has signed the waybill can not be cancelled. Kindly refer to the Returns and Refunds section of this policy.

If we approve your cancellation request, we will refund you fully if your order has not yet been dispatched. 

If your order has been dispatched, we will refund the amount of the products only.

 

Returns

 

HOW DO I RETURN A FAULTY OR INCORRECT PRODUCT?

If a product is damaged upon delivery, faulty, or you have accidentally ordered the wrong product and you would like to return the product, kindly read the conditions below to ensure a seamless experience:

Damaged Parcel Upon Delivery

Pawsome Pals uses third-party couriers to deliver your orders to your door. Despite our best efforts, we cannot always guarantee that the products will reach you in the same condition they left us. Still, we care about your orders and are here to help if your goods arrive damaged.

Do this as soon as possible:

  1. As soon as you receive a damaged parcel, it's important to endorse the waybill accordingly. This means making a note of any damaged items on the waybill. This is a crucial step in the process of returning a damaged parcel. Please send an email to customercare@pawsomepals.co.za to inform us of the situation.
  2. We will replace the damaged items for you at no extra cost, including collection* and shipping fees.
  3. Once you have notified us of the damaged product, please do not remove it from its packaging or use it, as this will void the arrangement, and then we cannot replace it.

*Please ensure that you are at the address you supplied us with at the time of collection to avoid charges on your account with a second collection arrangement.

Faulty Products

If the product you have ordered is faulty, please follow the next steps so that we can resolve this as quickly as possible:

  1. Within 14 days of purchase, email customercare@pawsomepals.co.za with your original proof of purchase, your name, and a description of the faulty product.
  2. If the original packaging is undamaged, please do not damage or discard it. We can only replace or refund the product if it remains in its original packaging.

 

Refund and Exchange Policy

Should the products you receive not match the products that you ordered, or in the unlikely event that a product is faulty, you may return it for a refund or exchange, subject to the following:

  • The customer must provide the original proof of purchase within 14 days of purchase. This is a crucial step in the process. Please send the proof to customercare@pawsomepals.co.za and inform us of the problem. The product must be in its original condition and undamaged packaging.
  • Refunds will only be given within 30 days of purchase.
  • If a product is returned simply because it is no longer wanted, we will deduct a fair shipping and handling fee from refunds.

If you believe your purchase to be faulty, please return it. If it's still under warranty, the supplier will repair or replace it as deemed fit, subject to reasonable wear and tear.

For any other queries or concerns you may have about your order, please don't hesitate to get in touch with Pawsome Pals. We're here to help and can be reached via one of the following methods:

Landline: 087 357 2622

Whatsapp: 083 535 5602

Email: customercare@pawsomepals.co.za