Shipping Policy

Shipping Policy

The Pet & Tack Shop ("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 fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

2. Shipping Costs

2.1 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. If volumetric weight supersedes the actual weight The Pet & Tack Shop will re-invoice the customer for the higher limitation.

2.2 Free shipping of items costing over R500 is offered to deliveries within Major Metropoles CBDs

Free shipping does not apply in the followings cases:

1) Multiple items purchased under the value of R 100

2) Items with already reduced prices which are marked down at sale clearance process as shown by the slashed prices depicted on the product page

3) Where an order contains any single items weighing 25 Kgs and over.

4) When an order is returned due to a change of mind or any other owness of the customer. In this case the forward freighting cost will be deducted from the credited or refunded amount.

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

a) Small Package 0-2 Kg R55 

b) Medium Package 3-12 Kg R65

c) Large Package 13-24 Kg R90

d) Heavy Package 24-30 Kg R125

d) Special services are surcharged as prescribed.

e) Outlying areas are charged according to loacal courier area classification and related rates. 

2.4 It is the responsibility of the customer to be diligent and conservative in selecting the correct shipping rate at check-out. The rates are not automatic. The use Whatsapp tab or mail tabs or phone  platforms are available to ask any questions if any uncertainty exists, to ensure the check-out process is efficient and re-invoicing is not required. We expect our customers to be able to pass the reasonable man test when selecting one of the 5 choices at check-out. If at any point the shipping rate selection is not to the satisfaction of parties involved in the purchase the sale can be re-invoiced or refunded in full without prejudice. 

2.5 Orders exceeding the following conditions will be charged excess weight of an additional package:                                                                   

1) maximum weight limit exceeding 30 Kgs when packaging is applied for shipping

2) volumetric (L x H x W/4000) weight of 30kgs when packaging is applied for shipping

The Pet & Tack Shop will re-invoice the customer for the additional imposed courier cost limitation prior to dispatch. If not approved or agreed by the customer, the full order value will be refunded (via EFT) without any prejudice.

2.6 Shipping rates can vary between the period of check-out to dispatch, depending on supply demand, availability, geographical constraints and courier service offerings at the time of check out. In this event The Pet & Tack Shop reserves right to and will re-invoice the customer the revised shipping price prior to dispatch. If not approved or agreed by the customer, the full order value will be refunded (via EFT) without any prejudice. 

3. Returns

3.1 Return Due To Change Of Mind
The Pet & Tack Shop 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 as well as the costs for the forward shipping for receiving the order prior to refund being processed. The Pet & Tack Shop will Return shipping will be arrange by The Pet & Tack Shop in behalf of the customer. The customer will however be liable for any in transit damaged or risks that could during the returns process. It is highly recommended that insurance cover be taken out by the customer, prior to requesting The Pet & Tack Shop collection of returns, to prevent any in transit losses or damages.
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 (The Pet & Tack Shop) will refund the value of the goods returned but will NOT refund the value of any delivery and collection shipping paid and NOT refund incurred transaction costs to value of 6,5% for the returned item/s.

3.2 Warranty Returns
The Pet & Tack Shop 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 The Pet & Tack Shop 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 It is essential that customers be diligent in planning around the specified time frames for delivery. 

4.2 It is imperative that customers be respectful with all expectations and that they are in line with the hereby specified terms for delivery. 

4.3 The Pet & Tack Shop will provide scheduled estimated time of delivery after 24 working hours or sooner depending on the nature of items purchased.

4.4 Transit Time Domestically
In general, shipments are in transit for 2 - 7days.  For products exclusively dispatched from specific national branches, especially to outreach areas, consider 4-7 days delivery time. Please allow for 5 extra delivery days to normal around peak shopping periods like Black Friday and Christmas week's

4.5 Transit Time Regionally
Generally, orders shipped internationally are in transit for 4 - 7 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout. Please allow for 5 extra delivery days to normal around peak shopping periods like Black Friday and Christmas week's

4.6 Change Of Delivery Address
Orders placed before 12 PM - SAST will be dispatched the same day, otherwise, within the next business day.
Our warehouse operates on Monday - Saturday 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.

4.7 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.

4.8 P.O. Box Shipping
The Pet & Tack Shop will ship to prescribed addresses using economy courier delivery services only. We are not able to offer PO Box couriers services.

4.9 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 will be reserved while we await this item.

4.10 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.