Shipping and Returns (Store Terms and Conditions)

1. Delivery Charges

100% Delivery Guarantee:

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 everything locally from our factory in Muldersdrift, Gauteng.

Free Shipping:

If we think we can fit your order into a small courier sleeve, and your order is over R399 – it’s free! To see if your order qualifies, add items to the cart and proceed to checkout.

Shipping Fees Table:

Local Metro JohannesburgProcessing time + Delivery TimeCost
Shipping Package size:  
Small* (Courier Sleeve)24-48 hours + 2 – 4 Business daysFREE**
Small24-48 hours + 2 – 4 Business days69*
Medium< 48 hours + 2 – 4 Business days98
Large< 48 hours + 2 – 4 Business days98
Extra-Large< 48 hours + 2 – 4 Business days151
National Main CentersProcessing time + Delivery TimeCost
Shipping Package size:  
Small (Courier Sleeve)24-48 hours + 3 – 5 Business days99
Small24-48 hours + 3 – 5 Business days99
Medium< 48 hours + 3 – 5 Business days102
Large< 48 hours + 3 – 5 Business days154
Extra-Large< 48 hours + 3 – 5 Business days248
Regional (Outlying areas)Processing time + Delivery TimeCost
Shipping Package size:  
Small (Courier Sleeve)24-48 hours + 3 – 7 Business days131
Small24-48 hours + 3 – 7 Business days135
Medium< 48 hours + 3 – 7 Business days145
Large< 48 hours + 3 – 7 Business days173
Extra-Large< 48 hours + 3 – 7 Business days394

We attempt to charge the most realistic prices for delivery. We source 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 shipping charges is to add items to your cart and proceed to checkout. Shipping methods and rates are based on the volumetric-weight of your cart contents and shipping location.

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

** FREE shipping exclusion: Barking Mad & DogtownSA appreciate all your support. Their products are marked up from cost but not enough to allow for free shipping to be built into their costing as this would destroy their profit margin. Thus if an order contains products from the Dogtown category, shipping will be charged even it’s value is over R399 to maximise the benefit to DogtownSA.

Note: Your final shipping cost will be calculated during the checkout procedure, this amount is not final and may be changed, but we do our best not to.

2. How long will my order take to arrive?

DogOnline Warehouse

We do our utmost to ship all parcels within 48 hours *, but depending on the products in your cart, this might be slightly longer or shorter.  As soon as the parcel leaves our warehouse we will notify you with an email.

The Courier Guy, Dawn Wing & Courier IT

Most parcels will be sent with Local Courier Companies unless stated otherwise. They usually deliver within 3 working days *.

*These are estimated times only – we are reliant on quick turnaround times from both suppliers and courier companies.

2.1 Stock Shortages

  • You order a product but its:
    1. Temporarily unavailable,
      We will communicate as soon as possible to offer an alternative or the estimated lead time to source the product.
    2. Discontinued / Permanently unavailable
      Should we run into any situations where stock is not available from a supplier (out of stock or recently discontinued etc.), you will be notified immediately and given the option of swapping this item or obtaining a credit voucher or refund.*

*Delivery fees will not be wavered if part f the order could still be delivered.

3. Delivery Times

Courier deliveries are made Monday to Friday during office hours only. For any pet food orders delivery can only be made in the greater Johannesburg areas and delivery quotations will be calculated based on the weight.

4. Late Deliveries

  • The Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) entitles you to cancel your purchase within 7 days’ notice if the products you have purchased are not delivered within the agreed delivery period as specified in the our Delivery Policy. Certain items for sale on the website do have a lead time for delivery published on the product detail pages and need to be taken into account as part of our delivery policy. Should you choose to cancel an order which has not been received within our delivery times, items either need to be:
    1. not accepted and returned with the courier upon delivery; or
    2. if already received, returned to DogOnline in their original state.

5. Delivery Address

If your parcel is being shipped via courier door-to-door, you must provide a DAYTIME physical address for delivery. Parcels being shipped via the Courier Guy can only be sent to your physical address of choice. We only ship parcels to addresses within South Africa.

6. Returns

We have a strict returns policy, that is based solely on the quality of the customers received product. If the product that you have bought is faulty, or if you are dissatisfied with the specifics of the product, please write to us at the Contact Us page before you return your product, for correspondence. In the event of having to return goods, the recipient must pay return postage. A voucher will be awarded on future purchases for goods damaged in the mail or for faulty workmanship.


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