Shipping policy

PawFresh Shipping Policy

Last Updated: 15 May 2026

Thank you for shopping with PawFresh.

We aim to provide reliable, efficient, and secure delivery throughout South Africa. Please review our Shipping Policy below before placing your order.

1. SHIPPING AREAS

PawFresh currently ships within South Africa only.

Delivery availability may vary depending on your location and courier coverage.

We reserve the right to decline deliveries to certain remote or high-risk areas where courier access is limited.

2. COURIER PARTNERS

PawFresh works with trusted courier partners, including:

  • Aramex

  • The Courier Guy

  • Other approved delivery providers where necessary

Courier selection may vary depending on:

  • Delivery location

  • Parcel size

  • Product quantity

  • Operational requirements

3. ORDER PROCESSING TIMES

Orders are typically processed within:

  • 1–3 business days after payment confirmation.

Orders placed:

  • On weekends

  • On public holidays

  • After business hours

will be processed on the next business day.

During promotional periods, product launches, holidays, or high-volume periods, processing times may be extended.

PawFresh reserves the right to delay processing where:

  • Additional payment verification is required

  • Incorrect information was supplied

  • Products are temporarily out of stock

  • Operational disruptions occur

4. DELIVERY ESTIMATES

Estimated delivery times:

  • Major cities & urban areas: 2–5 business days

  • Regional areas: 3–7 business days

  • Remote areas: 5–10 business days

Delivery estimates are provided as guidelines only and are not guaranteed.

Delays may occur due to:

  • Courier operational delays

  • Weather conditions

  • Public holidays

  • Load shedding

  • Supply chain disruptions

  • Strikes or unrest

  • Incorrect customer information

PawFresh shall not be held liable for delays caused by third-party courier companies.

5. SHIPPING FEES

Shipping fees are calculated at checkout based on:

  • Delivery location

  • Parcel weight

  • Parcel dimensions

  • Courier rates

PawFresh may occasionally offer:

  • Free shipping promotions

  • Flat-rate delivery

  • Promotional delivery offers

These offers may:

  • Be time-limited

  • Apply only to selected regions or products

  • Be withdrawn without notice

6. ORDER TRACKING

Once your order has been dispatched, customers may receive:

  • A shipping confirmation email

  • Tracking information where available

Tracking updates are managed by the courier provider.

PawFresh is not responsible for inaccuracies or delays in courier tracking systems.

7. DELIVERY RESPONSIBILITIES

Customers are responsible for:

  • Providing accurate delivery information

  • Ensuring someone is available to receive the parcel

  • Monitoring tracking updates where applicable

If delivery fails due to:

  • Incorrect addresses

  • Customer unavailability

  • Failure to collect parcels

  • Restricted access to premises

additional delivery charges may apply.

PawFresh reserves the right to charge customers for redelivery attempts.

8. RISK & OWNERSHIP

Risk in products passes to the customer upon delivery confirmation by the courier provider.

Once delivery is confirmed:

  • PawFresh is not responsible for theft, loss, or damage occurring after delivery.

  • Customers should inspect parcels immediately upon receipt.

If a parcel arrives visibly damaged:

  • Customers should photograph the packaging immediately.

  • Customers should report the issue to PawFresh within 48 hours.

9. LOST, DELAYED, OR DAMAGED PARCELS

If your parcel is significantly delayed, damaged, or appears lost:

Please contact PawFresh with:

  • Your order number

  • Tracking number

  • Photos where applicable

Email: info@pawfresh.co.za

PawFresh will liaise with the courier provider to investigate the matter.

However:

  • Investigation timelines are dependent on courier processes.

  • PawFresh does not guarantee replacement or refund approval before courier investigation completion.

PawFresh reserves the right to determine the appropriate resolution.

10. FAILED DELIVERIES & RETURNED PARCELS

If a parcel is returned to PawFresh due to:

  • Incorrect delivery details

  • Customer unavailability

  • Refusal to accept delivery

  • Failure to collect

customers may be responsible for:

  • Redelivery fees

  • Return shipping costs

  • Administrative handling charges

Refunds for returned parcels may exclude shipping costs.

11. PRE-ORDERS & BACKORDERS

From time to time, PawFresh may offer:

  • Pre-orders

  • Limited launch specials

  • Backordered products

Estimated dispatch dates for these products are approximate and subject to change.

Customers will be notified where significant delays occur.

12. FORCE MAJEURE

PawFresh shall not be held liable for shipping delays or failure to deliver caused by events beyond reasonable control, including:

  • Natural disasters

  • Severe weather

  • Load shedding

  • Internet outages

  • Strikes

  • Civil unrest

  • Government restrictions

  • Pandemics

  • Supply shortages

  • Courier disruptions

13. LIABILITY LIMITATION

To the fullest extent permitted by law:

  • PawFresh shall not be liable for indirect or consequential losses caused by shipping delays.

  • PawFresh’s liability for shipping-related claims shall not exceed the purchase value of the affected order.

Nothing in this policy excludes rights granted under South African consumer protection laws.

14. CONTACT INFORMATION

For shipping enquiries, please contact:

PawFresh
Email: info@pawfresh.co.za
Website: www.pawfresh.co.za
Instagram: @pawfresh.official

By placing an order with PawFresh, you acknowledge that you have read and accepted this Shipping Policy.