Shipping policy
Shipping Policy
We’re excited to deliver your Positive Pets orders quickly, safely, and transparently. This Shipping Policy outlines how and when your order reaches you, costs, options, and what to do if things don’t go perfectly.
Service Areas
We ship across all provinces of South Africa, including major metro areas, smaller towns, and certain rural areas.
Some extremely remote locations may incur additional delivery time; this will be described or estimated at checkout where possible.
Order Processing Times
Orders placed before 2:00 PM SAST on business days are usually processed the same day or next business day.
Weekends, public holidays, and courier restrictions may affect processing times.
Delivery Timeframes & Options
| Delivery Option | Metro Areas (e.g., Johannesburg, Cape Town) | Outlying / Rural Areas |
|---|---|---|
| Standard (free/flat-rate) | 3–7 business days | 5–10 business days |
| Express / Expedited | 1–2 business days (if available) | Varies; added cost may apply |
| Local Pickup / Collection | If service offered in your area | Not always available |
Shipping Costs & Free Shipping
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Shipping costs are calculated at checkout based on order weight, size, and address.
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Free shipping for orders over a certain threshold (e.g., ZAR 800)—check the homepage or current promotion for details.
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Express delivery is available at an additional charge depending on location.
Tracking & Delivery Notifications
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Once your order is shipped, you’ll receive an email with your tracking code and courier details.
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You can follow your parcel using the courier’s tracking system.
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If there are delays beyond the expected delivery time, we’ll inform you proactively.
Lost, Damaged or Delayed Shipments
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If your parcel is damaged upon arrival, keep the packaging and contents, take photos, and notify us within 48 hours. We’ll arrange a replacement or refund.
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If tracking shows a parcel lost or no update after the expected timeframe, contact us and we’ll assist in lodging a courier claim.
Delivery Exceptions & Holidays
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Delivery may be delayed during public holidays, extreme weather, or courier service disruptions.
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For certain restricted or hazardous products (e.g., specific pet chemicals or restricted goods), additional shipping rules or delays may apply, and we’ll notify you in advance.
Contact for Shipping Inquiries
Email: shipping@positivepets.co.za
Phone: +27 10 123 4567
Hours: Monday to Friday, 9:00 AM – 5:00 PM