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

Local Metro Johannesburg	Processing time + Delivery Time	Cost
Parcel Package size:
Small* (Courier Sleeve)	24-48 hours + 2 – 4 Business days	79*
Small	24-48 hours + 2 – 4 Business days	79*
Medium	< 48 hours + 2 – 4 Business days	98
Large	< 48 hours + 2 – 4 Business days	98
Extra-Large	< 48 hours + 2 – 4 Business days	151
National Main Centres	Processing time + Delivery Time	Cost
Parcel Package size:
Small* (Courier Sleeve)	24-48 hours + 3 – 5 Business days	99*
Small	24-48 hours + 3 – 5 Business days	99
Medium	< 48 hours + 3 – 5 Business days	102
Large	< 48 hours + 3 – 5 Business days	154
Extra-Large	< 48 hours + 3 – 5 Business days	248
Regional (Outlying areas)	Processing time + Delivery Time	Cost
Parcel Package size:
Small (Courier Sleeve)	24-48 hours + 3 – 7 Business days	131
Small	24-48 hours + 3 – 7 Business days	135
Medium	< 48 hours + 3 – 7 Business days	145
Large	< 48 hours + 3 – 7 Business days	173
Extra-Large	< 48 hours + 3 – 7 Business days	394

* 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

4.1 Non-defective returns ( e.g. ‘It doesn’t fit’ )

If you (for example):

• received an Item that doesn’t fit (even after you measured),
• had a change of heart about your purchase

If the product that you have bought is not defective and is exactly as described but you have changed your mind (Or it doesn’t fit), please contact us. Non-defective returns are accepted up to 14 days from delivery. Here are the steps we will take:

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 item(s) arrives at our factory, the parcel will be inspected. All item(s) must be in the original packaging, with the tags attached to it.
4. If the item(s) is still in acceptable condition (this determination is at our sole discretion, and please remember it must be unworn, in the original packaging and with all the tags still attached), we issue a credit note to your ‘DogOnline.co.za wallet’ (i.e. store credit) equal to the value of the purchased items, excluding the return costs.
   • Your ‘DogOnline.co.za wallet’ balance is automatically applied towards your next purchase. If you didn’t create an account at checkout you’ll need to create one so we can credit you.
   • Store credit can be used to order anything on our website. To check your wallet balance login to your account area and go to the “My Wallet” area. DogOnline.co.za wallet credit is not transferable for cash.
   • If you have a ‘change of heart’ and change your mind within 7 days of delivery you have the right to a refund of the purchase price, however you will be charged return shipping.

4.2 Defective returns ( e.g. ‘It broke’ )

If you receive (for example):

• the wrong product (not what you ordered),
• 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 6 months from delivery. Please note: If the item damage is deliberate, negligent or by accident, you will not be entitled to any reimbursement but instead be liable for the costs incurred in having such product returned to Dog On Line (PTY) LTD. 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 item(s) arrives at our factory, they will be inspected to see if they are defective.
   • If the item damage is deliberate, negligent or by accident, we will communicate this with you. However we are no under obligation to continue the return process. We may try to offer alternative repair options, but make no guarantees.
4. If there is genuine fault found with the item(s) (this determination is at our sole discretion), we issue a credit note to your ‘DogOnline.co.za wallet’ (i.e. store credit) equal to the value of the purchased items, excluding return shipping costs.
   • Your ‘DogOnline.co.za wallet’ balance is automatically applied towards your next purchase. If you didn’t create an account at checkout you’ll need to create one so we can credit you.
   • Store credit can be used to order anything on our website. To check your wallet balance login to your account area and go to the “My Wallet” area. DogOnline.co.za wallet credit is not transferable for cash.
   • You do have the right to a cash refund of the purchase price, however you will be charged return shipping.