ACANA Puppy and Junior Heritage Dog

1.1 Guaranteed Delivery

If you do not get your parcel we will refund you or attempt to re-send it. All parcels are sent with tracking numbers and we’ll update you as it proceeds. We ship locally from our factory in Muldersdrift, Gauteng.

1.2 Free Delivery

If we think we can fit your order into a small courier sleeve, and your order is over R399 – it’s free*!

* This offer may not be combined with other specials, deals or offers and is only available to national main centres. As the definition of national main centres is predefined by our courier as a list of postal codes, to see if your order qualifies, add items to the cart and proceed to checkout.

1.3 Delivery Fees Table

* Small Courier Sleeve: We use a standard courier sleeve, but sometimes our system thinks your item won’t fit. We reserve the right to charge delivery in that case.

We attempt to charge the most realistic prices for delivery. We have sourced quotes from 3 courier companies to provide you with the fastest delivery time. We’ve averaged the best of 3 quotes and this is the amount we charge you.

The best way to check your actual delivery charges is to add items to your cart and proceed to checkout. Delivery methods and rates are based on the volumetric-weight of your cart contents and delivery location.

Note: Your final shipping cost will be calculated during the checkout procedure, this amount is not final we reserve the right to change these, but we do our best not to.

Returns & Refund Policy

If you receive:

• the wrong product (not what you ordered),
• an incorrectly sized product, (not the size according to our specifications),
• a faulty product; it does not work in the way intended as described,
• items damaged in the mail,
• late shipment (see clause 4),

Defective returns are accepted until 14 days from purchase. Please note: If the product is not found to be defective, you will not be entitled to any reimbursement but instead be liable for the costs incurred in having such product returned to DogOnline and then redelivered to you. Here is how our returns process works:

1. Please contact us.
2. Upon getting the necessary details from you, our courier will be dispatched to collect from your pre-arranged address.
3. When the items arrive at our factory, they will be inspected to see if they are
4. Finally, if there is genuine fault found with the items (this determination is at our sole discretion), we will issue you a voucher code equal to the value of the received items. The voucher code (No cash refunds) can be used to order anything on our site.

4.2 Non-defective returns – 14  Day Policy

If the product that you have bought is not defective and is exactly as described but you have changed your mind or are not satisfied with the product, please contact us. Non-defective returns are accepted until 14 days from purchase. Here are the steps we will take:

1. Please contact us.
2. Upon finalising your query, our courier will be dispatched to collect the item(s) from your pre-arranged address.
3. When the items arrive at our factory, they will be inspected,
4. If the item(s) is still in acceptable condition, we will issue a voucher code (No cash refunds) to the value of the received items (excluding shipping costs). The voucher code can be used to order anything on our site.