Shipping Policy

Shipping Policy

Pet Mall ("we" and "us") is the operator of (https// ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if we are proceeding with a refund to allow you with more flexibility. Back-ordering could come at the time of price increases for reason such as new range, end of of range etc. Any price increases due to restocking, micro and macro environments will be for the account of the customer. In this instance the  re-invoiced must be paid in line with terms and conditions prior to shipping.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

Free shipping of items costing over R500 is offered to deliveries within Major Metropolitan areas & CBDs.

Free shipping does not apply in the followings cases:

  • Multiple items purchased under the value of R 100
  • Free shipping of items costing over R500 can also apply where customers want to forfeit the discounted price of sale items for the normal price
  • Items with already reduced prices which are marked down at sale clearance process as shown by the slashed prices depicted on the product page
  • Where an order contains any single items weighing 25 Kgs and over.
  • Outreaching, outlying and remote areas. Outlying areas could be confined to delivery schedules limited to the local weekly third party schedule for the specific area.

Due to the nature of our economical and reduced budget pricing structure we present our customers with shared shipping cost as follows:

  1. Small Package 0-2 Kg R55
  2. Medium Package 3-12 Kg R65
  3. Large Package 13-24 Kg R90
  4. Heavy Package 24-30 Kg R125
  5. Special services are surcharged as prescribed (express, excessive weight, multiple package etc.).

Due to the nature of our economical and reduced budget pricing structure the following purchases over R500, cannot be subjected to free shipping conditions:

a) Sale items which include discounted products with minimal mark-up and      excluded freighting costs in there pricing. These products are priced  to        offer a double cost benefit (freight and price) to the customer.

b) Multiple low value items below the value of R50,

c) Packages over maximum package limit of 25-30 Kgs.

d) Deliveries to outlying areas outside of major major metropole city centers, remote areas, farms, power stations etc.

d) Special services surcharges.

In the event of the package exceeding the maximum weight limit of 30 Kgs, Pet Mall will be re-invoice the customer the revised shipping price prior to dispatch to add costs for an additional package. If not approved or agreed by the customer, the full order value will be refunded without any prejudice.

Shipping rates can vary between purchases, from time to time, depending on supply demand constraints and courier service offerings at the time of check out.


3. Returns

3.1 Return Due To Change Of Mind
Pet Mall will happily accept returns due to change of mind as long as a request to return is received by us within 7 days of receipt of item and are returned to us in original packaging, unaltered, unused and in re-sellable condition.
Return shipping will be paid at the customer’s expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. We (Pet Mall) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.2 Warranty Returns
Pet Mall will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Pet Mall to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically
In general, shipments are in transit for 2 - 7 working days. For products dispatched from specific CBD branches to outreach areas, delivery times will depend delivery schedule of local area couriers servicing remote locations. This could be limited to a specifically allocated day of the week, once a week.

We urge customers to be self aware and diligent while considering prevailing limitations and potential risks prior to doing planning and setting any delivery expectations and targets. This will avoid disappointments and also clarify the value proposition of the service offering upfront. 

During unforeseen events similar to a  declared under National Disaster Management Act ,other force majure circumstances and periods of economic recession deliveries will be based on the supply demand offering by the country's infrastructure and government implied restrictions. The extended delivery period will be communicated in the case of variances in here stated delivery times.

4.2 Transit time Regionally
Generally, orders shipped nationally are in transit for 3 - 7 working days specific to area locations. This does not include local delivery and dispatch timeframe . This varies greatly depending on the local courier schedules in specific areas. We are able to offer a more specific estimate when the courier has collected and scheduled the delivery.

Our warehouse operates on Monday - Friday during standard business hours, except on public holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum. Please consider normal operating business hours when placing orders and forecasting delivery turnaround. 

4.3 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.4 P.O. Box Shipping
Pet Mall will ship to prescribed addresses using economy courier delivery services only. We are not able to offer PO Box couriers services.

4.5 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order can be reserved while we await this item.

4.6 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation to ensure timeous delivery.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 VAT
VAT has already been applied to the price of the goods as displayed on the website at check-out.

7.2 Import Duties & Taxes
Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier's liability cover policy.

10. Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

11. Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

12. Customer service

For all customer service enquiries, please contact Customer Service on or PO Box 2779 Rivonia 2128.