National Shipping Policy

Shipment processing time.

  • Orders for goods in stock are processed and shipped within 1 – 3 business days (excluding weekends and public holidays).
  • Orders for goods not in stock, but available from our suppliers, or special orders, are processed and shipped within 3 – 7 business days (excluding weekends and
    public holidays).

Delays or Lost Packages

  • If your delivery is delayed, we will notify you via email or SMS.
  • If you do not receive your goods within the specified time frame, please contact us. We will check with the carrier to locate your package.
  • If the package is lost, we will immediately send you a replacement.

Shipment confirmation and order tracking

You will receive a shipment confirmation and tracking number via email or SMS when your order has shipped. Communication may include that of a 3rd Party courier company.

Deliveries

  • Orders are delivered Monday through Friday, excluding weekends and public holidays.
  • Please make sure someone is available to sign for your delivery at the address you provided during checkout.
  • All deliveries must be signed for by you or by someone you authorize to sign for the delivery during checkout.

If you are not available to receive your delivery, we will attempt to deliver it twice more. If the third attempt is unsuccessful, your parcel will be held at the nearest TCG kiosk for 72 hours. If you do not collect your parcel within this time frame, it will be returned to us. Please note that you will be liable for the shipping costs associated with returning the parcel to us.

If we receive your returned parcel, we will issue you a refund minus the shipping costs incurred.

Partial Deliveries

We may deliver your order in instalments if not all the items are available at the same time.

Shipping rates and delivery estimates

We use The Courier Guy Economy Road service to deliver your parcel to your door.

Delivery times:

  • Major Centre’s: 2-3 days
  • Regional Areas: 3-5 days

Shipping charges:

Shipping charges are calculated at check out.

Additional charges:

If your parcel requires a dedicated special trip to deliver the shipment, or if it is being delivered to a special delivery area (e.g., mine, power station, plot, farm, remote area, military base, game lodge, port/harbor, consulate), additional charges may be levied. 

You will be contacted prior to shipping if this is the case.

Please note that delivery times and costs may vary depending on your location.

Oversized and bulk items:

Some items are limited to one per order because they are large, heavy, or bulky, and cost a lot to ship. 

This includes items like dog food and cooler boxes.

If you want to order more than one of these items, please place a separate order for each one.

However, you can still include other smaller items on the same order for shipping.

We apologize for any inconvenience this may cause.

Please note that we may decline to accept your order if you do not adhere to these instructions.

Goods not shipped:

Due to its nature and the risk, our preferred courier service does not deliver fish tanks/aquariums. 

These items are available for in-store pick-up only.

In-Store Pickup

You can pick up your order at any of our 3 locations in Brackenfell, Paarl, or Worcester.

  1. Select the “Local Pickup” option at checkout.
  2. Specify the branch where you want to pick up your order.
  3. Pay for your order.

Your order will be ready for pickup within 1-7 business days after receipt of payment. We will send you an email confirmation with instructions when your order is ready.

Our in-store pickup hours are:

  • Monday through Friday: 9:00am – 5:00pm
  • Saturday: 9:00am – 1:00pm

Please bring your order confirmation email with you when you pick up your order.

Damages and Shortages

We strive to deliver your order complete and in perfect condition, but sometimes mistakes happen. If your order is damaged or missing items, please follow these steps to resolve the issue quickly and minimize any inconvenience:

  1. Inspect your package immediately upon delivery. If the package is damaged, refuse the delivery and contact us immediately.
  2. Do not sign for the package as “unchecked” or “not checked.”
  3. If you have already signed for the package and then discovered that it has damaged or missing items, please contact us immediately.
  4. Please document any damage to the package or goods by taking photos. This will help us to assist you with the courier company.

Please document any damage to the package or goods by taking photos. This will assist us with the courier company.

You can contact us at Tel (023) 342 4596, or email at returns@paarlpets.co.za. 

Our customer service team is available to help you during our regular business hours.

Thank you for your understanding and cooperation.

Returns Policy

For any other returns, please refer to our Refund and Returns Policy.

For more information, email support at returns@paarlpets.co.za.