Delivery Terms & Fees

Local delivery — Midstream, Centurion and the surrounding communities we serve:

• Orders over R 600,00: free standard delivery.
• Orders under R 600,00: R 60,00 standard delivery fee, calculated after any applicable discounts have been deducted.

All other areas

For regional areas outside our local delivery area, the delivery charge is determined according to the total value of your order:

Your delivery area is selected at checkout, and the applicable charge is shown in your order summary before you pay — there are no fees added afterwards.

For any questions regarding delivery, please contact our customer service team on +27 82 759 9986 or petzdirectza@gmail.com.

We aim to process and deliver all orders as quickly as possible.

Deliveries to major centres are generally completed within 5 working days. However, unforeseen circumstances may occasionally cause delays, so customers should allow up to 8 working days for standard deliveries.

Certain speciality products may have a longer delivery lead time. Please allow the additional time specified for these products.

Stock shortages

If a product included in your order is temporarily unavailable, we will notify you and provide an indication of the expected delay. You may choose to:

• wait for the product to become available;
• accept an alternative product; or
• request a refund for the unavailable product, including any applicable additional charges, or receive a credit voucher equal to the amount paid for that product.

If a product has been discontinued or is permanently unavailable, we will notify you and provide the option to accept an alternative product. If you do not wish to accept an alternative, you may choose between a refund or a credit voucher equal to the amount paid for the unavailable product, including any applicable additional charges.

• Monday – Friday: 08h00 – 19h00
• Weekends and public holidays: special delivery rates may apply.

Where reasonably possible, we will try to accommodate specific delivery dates or times from Monday to Friday. However, these requests cannot be guaranteed and will only be confirmed by our customer service team once your order has been received and payment has been processed.

Please contact our customer service team if you require assistance with a specific delivery request.

In terms of the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), customers may be entitled to cancel a purchase by providing 7 days’ notice where the products have not been delivered within the agreed delivery period specified in this Delivery Policy.

Certain products may have specific delivery lead times, which are displayed on the relevant product pages. These lead times form part of the applicable delivery period and should be taken into consideration when placing an order.

If you decide to cancel an order that has not been delivered within the applicable delivery period, the products must either:

• be refused and returned to the courier at the time of delivery; or
• if already received, be returned to us in their original condition.

All order cancellations must be submitted to our customer service team using the contact details on this page. Once the cancellation has been processed, any applicable refund will be handled in accordance with our Refund Policy.

Please note: any additional charges referred to above will only apply where applicable and in accordance with the terms of your order.