Shipping and Delivery Terms
Our Delivery Policy
We offer FREE Delivery on pet food, toys, treats and accessories in South Africa. See the below section for more information.
|Local & Main Deliveries|
|Rural & Other National Deliveries|
Johannesburg, Pretoria, Cape Town, Stellenbosch, Somerset West, Durban, Richards Bay, BallitoTown Centres
Bloemfontein, East London, George, Kimberley, Nelspruit, Pietermaritzburg, Polokwane (Pietersburg), Port Elizabeth, WelkomRural Areas
Certain days of the weekOther National Areas
All other areas not listed under Local or Main areas above.
Mondays - Fridays: 08h00-17h00 (Excluding Public Holidays)
Most of our orders are dispatched within 24hrs after payment and we provide online tracking through our courier partners. We deliver to local and main areas within 3 working days and to other national areas within 5 working days.
Deliveries to some rural areas are only serviced once a week.
If the Customer finds any product to be defective, the Customer may within 30 days of delivery of the product inform Pet Heaven of the defect via email and arrange to return the goods to the Company. Unfortunately we will not accept products which have been subjected to abuse, misuse, improper use, negligence, accident, alteration or tampering at the hands of the Customer.
Orders placed incorrectly or in error by the Customer will need to be returned to the Company on the Customer’s own account. No refunds will be made until the Goods are returned in good order to the specified location of the Company.
Note: A 2% transaction fee will be levied on returns of incorrect or mistakenly placed orders by the Customer.
From time to time we experience National Stock Shortages. This could be due to multiple reasons such as shortages of raw materials, delayed international shipments etc. Should a product you have ordered be:Temporarily unavailable: We will notify you thereof as well as the anticipated delay in delivery (if possible) and, unless you agree to wait for such longer period for delivery, or accept delivery of another product instead, Pet Heaven will issue a refund in respect of that product to you or give you the option to credit your account to an amount equal to the price paid for the product *. Discontinued / Permanently unavailable: We will notify you and, unless you agree to accept another product instead, Pet Heaven will issue a refund in respect of that product to you or give you the option to credit your account to an amount equal to the price paid for the product*.
*Delivery fees will not be refunded if the unavailable item(s) are part of an order which included items that will still be delivered.Areas not yet serviced: Should you wish to place an order but receive an error upon check out, this could be that your specific area has not yet been loaded for delivery on our system. Please contact support and we will try our best to set up a new courier delivery route to your area. Regrettably, this will not always be possible.
The Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) entitles you to cancel your purchase within 7 days’ notice if the products you have purchased are not delivered within the agreed delivery period as specified in the our Delivery Policy. Certain items for sale on the website do have a lead time for delivery published on the product detail pages and need to be taken into account as part of our delivery policy.
Should you choose to cancel an order which has not been received within our delivery times, items either need to be:
- not accepted and returned with the courier upon delivery; or
- if already received, returned to Pet Heaven in their original state.
All order cancellations must be done by emailing firstname.lastname@example.org. We will then refund you as per our Refund Policy.