Delivery and Returns (Store Terms and Conditions)

1. Delivery Fees

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	69*
Small	24-48 hours + 2 – 4 Business days	69*
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 Centers	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.

2. How long will my order take to arrive?

2.1 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.

2.2 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.

2.3 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 voucher.^#

^# Delivery fees will not be waivered if part of the order could still be delivered.

3. Delivery Times

Courier deliveries are made Monday to Friday 08h00 – 17h00 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 combined weight and volume.

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 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

Your parcel will be shipped via door-to-door courier, you must provide a DAYTIME physical address for delivery. Deliveries are only made 08h00 to 17h00, Monday to Friday on business working days. Parcels are shipped via the Courier Guy, Dawn Wing or Courier It. We only ship parcels to physical addresses within South Africa.

6. Returns (Simple 4 step process)

6.1 Defective items

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:

Please contact us.
Upon getting the necessary details from you, our courier will be dispatched to collect from your pre-arranged address.
When the items arrive at our factory, they will be inspected to see if they are
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.

6.2 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:

Please contact us.
Upon finalising your query, our courier will be dispatched to collect the item(s) from your pre-arranged address.
When the items arrive at our factory, they will be inspected,
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.