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 | 95* |
| Small | 24-48 hours + 2 – 4 Business days | 99* |
| 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 | 109* |
| Small | 24-48 hours + 3 – 5 Business days | 109 |
| Medium | < 48 hours + 3 – 5 Business days | 135 |
| Large | < 48 hours + 3 – 5 Business days | 165 |
| Extra-Large | < 48 hours + 3 – 5 Business days | 268 |
| Regional (Outlying areas) | Processing time + Delivery Time | Cost |
| Parcel Package size: | ||
| Small (Courier Sleeve) | 24-48 hours + 3 – 7 Business days | 141 |
| Small | 24-48 hours + 3 – 7 Business days | 155 |
| Medium | < 48 hours + 3 – 7 Business days | 155 |
| Large | < 48 hours + 3 – 7 Business days | 186 |
| Extra-Large | < 48 hours + 3 – 7 Business days | 414 |
* 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. 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:
- Temporarily unavailable
We will communicate as soon as possible to offer an alternative or the estimated lead time to source the product. - 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.# - Back-ordered
Items already set to backorder will be ordered with our suppliers. As their delivery times are outside of our control we cannot guarantee any delivery times for items on backorder.
- Temporarily unavailable
# Delivery fees will not be waivered if part of the order could still be delivered.
2.4. Delivery Times
Courier deliveries are made Monday to Friday 08h00 – 17h00 only.
2.5. 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:
- not accepted and returned with the courier upon delivery; or
- if already received, returned to DogOnline in their original state.
3. 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.
4. 14-Day Returns Policy (Simple 4 step process)
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:
- Please contact us.
- Upon getting the necessary details from you, our courier will be dispatched to collect from your pre-arranged address.
- 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.
- 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:
- Please contact us.
- Upon getting the necessary details from you, our courier will be dispatched to collect from your pre-arranged address.
- 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.
- 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.