Shipping & Delivery Policy – Premium Paws

Last Updated: 1 September 2026

Our Commitment

At Premium Paws, we aim to provide a simple and reliable delivery experience from checkout to receipt of your order.

Premium Paws operates as an online retailer. Orders are processed through our fulfilment network and delivered using third-party courier partners.

Where a collection option is offered, it is provided through a designated collection point for order collection only.

All delivery timeframes are estimates and may vary depending on stock availability, order processing, destination and courier operations.

Stock Availability

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.

Processing & Dispatch

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

Orders are typically processed and dispatched within:

1–2 working days after payment confirmation.

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.

Delivery Methods

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.

Estimated Delivery Times

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

Typical delivery estimates may vary by destination.

As a general guide:

• 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.

Express / Overnight Delivery

Where Express or Overnight delivery is offered, it generally applies to the courier transit period after the parcel has been collected by the courier.

It may bypass Premium Paws' normal order-processing time.

Express availability may also depend on:

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

Estimated Total Delivery Time

Your total estimated delivery time consists of:

Order processing:
1–2 working days

Plus courier transit:
Approximately 1–6 working days depending on destination.

As a general guide:

• 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.

Collection Points

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

Customers must wait until they have been notified that the order is ready for collection before travelling to the collection point.

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.

Shipping Charges

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.

A commonly used calculation is:

Volumetric Weight (kg) = Length × Width × Height (cm) ÷ 5000

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.

Free Shipping & Promotions

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.

Courier Collections & Deliveries

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.

Delivery Address & Contact Information

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.

Receiving Your Delivery

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.

Inspecting Your Delivery

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.

Incorrect or Missing Items

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.

Factors That May Affect Delivery

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.

Returns Are Separate From Delivery

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 unless you have first received return instructions from the Premium Paws Returns Team.

Need Assistance?

For order, delivery, collection or shipping enquiries, please contact:

Premium Paws
Email: support@premiumpaws.co.za
WhatsApp: +27 64 523 2293
Website: premiumpaws.co.za

For returns, product issues or warranty matters, please follow the process in our Returns & Refund Policy.