Shipping & Delivery Policy

We aim to maintain accurate stock availability across our online store.

However, occasional discrepancies may occur due to:

• simultaneous orders;
• system synchronisation;
• damaged or unavailable stock;
• stock-count adjustments; or
• other operational reasons.

If a stock issue affects your order, our team will contact you with the applicable next steps.

All orders go through an order-processing, picking, checking, packing and courier-booking process before dispatch.

Orders are typically processed and dispatched within:

Working days exclude weekends and South African public holidays.

Orders placed or paid after the applicable daily processing cut-off may begin processing from the next working day.

Once your order has been dispatched, tracking information will be provided where available.

Available delivery options may vary depending on:

• delivery destination;
• parcel size;
• parcel weight;
• volumetric weight;
• product type;
• order quantity; and
• courier availability.

Delivery options displayed at checkout may include:

• Standard door-to-door courier delivery;
• Express or Overnight delivery, where available; and
• other supported courier services.

Certain oversized, unusually shaped or heavy products may attract additional delivery charges or require a specialised delivery service.

Shipping charges are calculated using factors such as:

• destination;
• quantity;
• actual weight;
• volumetric weight;
• parcel dimensions; and
• delivery method.

For bulky products, courier charges may be based on volumetric weight rather than actual weight.

The applicable shipping charge will normally be displayed at checkout.

Where an exceptional freight requirement arises that cannot reasonably be calculated automatically, we may contact you before fulfilment.

Courier transit time begins after the order has been dispatched and collected by the courier.

• Gauteng: approximately 1–2 working days after dispatch
• KwaZulu-Natal: approximately 2–4 working days after dispatch
• Western Cape and major coastal areas: approximately 3–5 working days after dispatch
• Other regional or outlying areas: approximately 3–6 working days after dispatch

These are estimated delivery times only and are not guaranteed.

Remote or outlying areas may require additional transit time.

Your total estimated delivery time consists of order processing plus courier transit.

• Gauteng: approximately 2–4 working days total
• KwaZulu-Natal: approximately 3–6 working days total
• Western Cape / Coastal areas: approximately 4–7 working days total
• Other areas: approximately 4–8 working days total

These estimates may vary during high-volume periods or because of courier delays.

Where Overnight or Express delivery is available, it generally refers to an expedited courier service after the parcel has been handed to and collected by the courier.

Orders must still go through Premium Paws' normal order-processing, picking, checking, packing and courier-booking process before dispatch.

The Express or Overnight delivery timeframe therefore generally begins once the parcel has been dispatched and accepted into the courier network.

Express or Overnight availability may depend on:

• destination;
• courier service coverage;
• parcel size or weight;
• courier collection schedules;
• order processing requirements; and
• service conditions.

The delivery option displayed at checkout should be read together with Premium Paws' processing times and the applicable courier and fulfilment conditions.

Premium Paws may offer designated collection points for selected customer orders.

Please have your order number or other requested verification available when collecting.

Collection points are for order collection only.

Returns, exchanges, warranty items or products requiring assessment may not be handed in at a collection point.

All returns must be arranged directly with the Premium Paws Returns Team and sent to the return location provided by us.

Where Premium Paws offers free shipping or discounted delivery, the offer may be subject to:

• a minimum order value;
• selected products;
• specific destinations;
• actual or volumetric weight limits;
• promotional periods; and
• any other terms displayed with the applicable offer.

Free-shipping promotions do not necessarily apply to oversized or unusually heavy products unless specifically stated.

Our courier partners operate independently from Premium Paws.

Once your order has entered the courier network, delivery is subject to the courier's:

• routes;
• depot operations;
• capacity;
• service schedules; and
• operating conditions.

Although Premium Paws remains available to assist with your order, we cannot guarantee:

• a specific delivery or collection time;
• the exact time a courier driver will arrive;
• that a return collection and replacement delivery will happen simultaneously; or
• an exact transit time once the parcel is within the courier network.

Tracking information should be used for the latest available delivery status.

For real-time courier updates or delivery instructions after dispatch, the courier may be best positioned to assist using the tracking information provided.

Customers are responsible for providing accurate and complete:

• delivery addresses;
• recipient names;
• telephone numbers; and
• other information reasonably required for delivery.

Please check these details carefully before completing your order.

If you notice an error after placing your order, contact us as soon as possible.

Once a parcel has been dispatched, it may not be possible to amend the delivery address.

Additional courier costs caused by incorrect or incomplete information may be for the customer's account.

It is the customer's responsibility to ensure that someone is available at the provided delivery address to receive the parcel.

Failed delivery attempts may result in:

• delivery delays;
• the parcel being held at a courier depot;
• return of the parcel to Premium Paws; and/or
• additional delivery or re-delivery charges.

Where re-delivery is required because the customer was unavailable or supplied incorrect delivery information, additional courier charges may apply.

Please inspect your order as soon as possible after receiving it.

Any visible damage believed to have occurred during courier delivery must be reported to Premium Paws within 24 hours of receiving the order.

Please provide:

• your order number;
• clear photographs of the product;
• photographs of the packaging; and
• a photograph of the courier or shipping label.

This information is required for us to investigate the matter and lodge the applicable courier claim.

Once the matter has been reviewed, our Returns Team will contact you with the outcome and next steps.

If your delivery contains an incorrect item, colour, size or variant, or you believe an item or component is missing, please contact us as soon as possible.

We may request photographs and order information to verify the issue.

Where an incorrect item was supplied by Premium Paws, we will arrange the applicable correction and return process.

Please refer to our Returns & Refund Policy for full details.

Delivery times may occasionally be affected by:

• weekends and public holidays;
• severe weather;
• courier delays or capacity constraints;
• traffic or road disruptions;
• remote-area deliveries;
• high-volume promotional periods;
• Black Friday or festive-season volumes;
• system or operational disruptions; or
• circumstances outside our reasonable control.

Where possible, we will endeavour to communicate significant delays affecting your order.

The original delivery of an order and the return of a product are separate processes.

Returns, exchanges, warranty claims, delivery-damage claims and product assessments are governed by our Returns & Refund Policy.

Please do not send products back or take them to a collection point. All returns must first be arranged with the Premium Paws Returns Team, who will provide the applicable return instructions and return location.