Shipping policy

Effective date: 16 October 2026

Delivery service and areas

We use Aramex Store-to-Door to deliver orders to serviceable street addresses within South Africa. Delivery is subject to courier coverage. We will confirm any delivery restrictions or special arrangements before accepting an affected order.

Shipping charges

Orders over R 700 qualify for free shipping. Applicable shipping charges are shown at checkout before payment. Any special delivery arrangements or additional charges for an affected address will be disclosed and agreed before we accept the order. We will not impose an undisclosed compulsory delivery surcharge after you have paid.

Tracking

Once your order has been dispatched, we will provide the available tracking or waybill details using your order contact information. You can track an Aramex shipment through the official Aramex Store-to-Door tracking service. Contact us if you need help locating your parcel.

Delivery details and failed attempts

Please provide a complete street address, postal code and working contact number, and arrange for yourself or an authorised person to receive the parcel. Tell us promptly if your details change. We will try to accommodate a correction, but changes may not be possible after dispatch. Where an incorrect address supplied by you, lack of access or an unsuccessful delivery caused by your unavailability results in a reasonable additional courier cost, we will explain and agree that cost with you before arranging a chargeable redelivery. We will not charge you for correcting an error caused by us or our courier, or impose a charge prohibited by law.

Delays and limitation of liability

Severe weather, strikes, transport disruptions, natural disasters and similar events may affect delivery. We will notify you of material delays that become known to us, take reasonable steps to reduce their impact and provide an updated estimate where available. To the extent permitted by South African law, we are not liable for losses caused solely by extraordinary events beyond our reasonable control that could not reasonably have been prevented or overcome. This is not a blanket exclusion of responsibility for courier delays. It does not exclude liability for our negligence, a failure to meet duties imposed by law, or any liability that cannot lawfully be excluded. An updated estimate does not, by itself, mean you have agreed to extend a binding delivery deadline. You retain applicable cancellation, refund and other consumer rights. We remain your point of contact for delivery problems and will not require you to resolve the matter solely with the courier.

Late or unfulfilled orders

If your order is taking longer than expected, email us with your order number so we can investigate promptly. Where ECTA section 46 applies, an order must be executed within 30 days after we receive it unless another period has been agreed. If we fail to execute it within the agreed period, or within 30 days where no other period was agreed, you may cancel with seven days' written notice. Any other cancellation or refund rights available under applicable law remain protected. If we cannot fulfil your order because the goods are unavailable, we will notify you immediately and refund the relevant payment within 30 days of that notification, or sooner where the law requires. Personalisation does not remove remedies for non-delivery or failure to perform.

Lost, damaged or incorrect parcels

Contact us promptly if your parcel appears lost, arrives damaged or contains an incorrect item. Photos of the parcel, label and contents help us investigate, but the absence of photos or an immediate report does not automatically remove your rights. We do not transfer responsibility for delivery to you merely because a parcel has been handed to the courier. Where goods are lost or damaged before lawful delivery to you or your authorised recipient, we will arrange the appropriate replacement, refund or other remedy required by law. A courier investigation will not be used to suspend your statutory remedies indefinitely.

Cancellations and returns

Please read our Returns, Refunds and Cancellations Policy for our five-day pre-dispatch cancellation offer and 14-day return offer for eligible unused, non-personalised products. Those offers do not limit statutory cooling-off rights or remedies for defects, non-delivery or other failures to comply with applicable law.

Contact

For shipping enquiries, tracking assistance, delays or delivery problems, email pawsomemzansi.co.za@gmail.com and include your order number. Nothing in this policy limits rights under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable South African law.