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 Roodepoort & Pretoria Gauteng.

1.2 Delivery Details

We attempt to charge the most realistic prices for delivery. We have sourced quotes from 5 courier companies to provide you with the fastest delivery time. Live quotes will be show at checkout.

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.

1.3 Delivery Options

Here are the options available:

Fastest Possible Delivery (Jo’burg Local)
- This is for small parcels shipped in a regular courier sleeve. This methods is only available for local JHB orders.
- Transit time is usually Next Day.
The Courier Guy – (Highly Rated)
- Standard Economy Road delivery. TCG is the most reliable in our experience.
- Transit Times:
  - Main Centre: 2 – 3 Business days
  - Reginal Area: 3 – 5 Business days
Normal Courier
- Usually for Reginal areas, the shipping rates will offer this rate. It’ll usually be the cheapest but reliable courier options available to us.
- Transit Times:
  - Main Centre: 3 – 5 Business days
  - Reginal Area: 4 – 9 Business days
Pargo
- Pargo offers busy customers innovative delivery methods, with the option to collect their online shopping at their local Pargo point or in store when it suits them.
- Choose a pickup points from 3000 locations and your parcel will be ready for collection
- Transit time: 3 – 5 business days.

2. How long will my order take to arrive?

2.1 DogOnline Warehouse

We do our utmost to fulfil all orders parcels within 2-3 business days ^*, 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.

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

2.2 The Delivery Options

Most parcels will be sent with The Courier Guy. Over the years they have been the most reliable and fastest.

2.2 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.^#
3. 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.

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

2.3. Delivery Times

Courier deliveries are made Monday to Friday 08h00 – 17h00 only.

2.4. 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.

3. Delivery Address

If 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. 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, 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.