Delivery Terms & Fees

1. Delivery Charges and Fees

Cape Town and surrounds

• Deliveries are limited to the Cape Town Metropole (ie Southern Suburbs, Northern Suburbs, False Bay, Table Bay, Helderberg). Enquire for areas not listed. Deliveries takes place between Monday to Friday from 10:00am – 17:00pm.
• A fixed fee of R50 is charged per checkout for the areas listed above, and for delivery Monday - Friday. Areas outside of these are subject to a fee to be agreed on enquiry.
• A special request for delivery on a weekend and public holiday will be levied at a cost of R100.
• In the event that no one is available for receipt of order on the agreed date and time and it is necessary to return at a later time, an additional delivery fee, equivalent to the initial delivery fee, will be charged and payable on delivery.
• For more information on delivery please contact customer services by email on info@thepetcuisine.co.za.

2. How long will my order take to arrive?

• We aim to delight our customers by delivering our orders in the quickest possible time.
• Most of our deliveries takes place within 24 hours (next working day) * .
• * Things do happen that are outside of our control, so please always allow up to 48 hours (2 working days) for your delivery to reach you.
• * Orders placed on a Friday, will be delivered on a Monday; unless a special request is made and confirmed for delivery on a weekend. (Delivery on a weekend is levied at R100 per check-out).
• * Orders placed on a day before a Public Holiday, will be delivered on the next working day; unless a special request is made and confirmed for delivery on the Public Holiday. (Deliveries on a Public Holiday is levied at R100 per check-out).

Stock Shortages

Should a product you have ordered be:

• Temporarily unavailable, we will notify you thereof as well as the anticipated delivery date. Unless you agree to wait for such longer period for delivery, or accept delivery of another product instead, The Pet Cuisine will issue a refund in respect of that product(plus any additional charges applied * ).

* Delivery fees will not be refunded if the unavailable item(s) are part of an order which included items that will still be delivered.

3. Delivery Times

• MONDAY - FRIDAY: 10h00-17h00 (unless special arrangements are made).
• WEEKENDS & PUBLIC HOLIDAYS: No deliveries unless special arrangements made.
• Where possible, we will try and accommodate specific delivery times and days between Monday and Friday. However, this can only be confirmed after your order has been received and paid for.
• Please contact us by email on info@thepetcuisine.co.za or telephone/ WhatsApp +27 84 403 0445 for assistance in this regard.

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:

• not accepted and returned upon delivery; or
• if already received, returned to The Pet Cuisine in their original state.

All order cancellations must be done by calling +27 84 403 0445 or emailing info@thepetcuisine.co.za. We will then refund you as per our refund policy.

Criteria for returning an item:

1. The return must be logged within 7 days of the item being bought or delivered, whichever is later.
2. You must be able to provide proof of purchase.
3. The item must be in a re-sellable condition except in the case of damaged or faulty items.
4. The item must qualify as an item that can be returned. See non-returnable items below.
5. The item must be in its original packaging.

Non-returnable items:

1. Treatment products such as Tick & Flea tablets and sprays (except where the expiry date on the item precedes the delivery date)
2. Items explicitly marked as non-returnable.

The Returns Process

1. Contact Us - If on receiving your order you are not absolutely happy with your purchase or we have delivered the wrong product or a faulty product, please email or call us immediately.
2. Return the Item(s)

• We pride ourselves on our attention to detail but sometimes we get things wrong.
• If we have delivered an incorrect, faulty or expired item to you, we will arrange to collect and replace or refund the item, at our cost, as quickly as possible.
• If you are wanting to return an item you will need to arrange to return the item at your own cost.

3. Receive a Replacement or Refund

If the return is due to an error on our part we will replace the item or process a refund (where available*) as quickly as possible after receiving the returned product. A refund will typically take a maximum of 10 working days from the date of receiving your returned item, and we will notify you by email when the refund has been processed. Unfortunately we can't send you a proof of payment as this is typically handled by a third party payment processing partner.

* NOTE: Any orders paid for by EFT cannot be refunded into your bank account as a result of fraud risk.