Shipping policy
At Paw Haven, we are committed to delivering your order as quickly and safely as possible. By placing an order with us, you agree to the terms outlined in this Shipping Policy.
Order Processing
- Orders are processed in the order they are received.
- Processing times may vary depending on order volumes, promotional campaigns, stock availability, and operational requirements.
- Orders are processed on business days only (Monday to Friday, excluding public holidays).
Delivery
We proudly ship nationwide across South Africa.
Once your order has been dispatched, you will receive an email containing your tracking number so you can monitor your shipment.
Estimated delivery after dispatch:
- Major cities: 5–8 business days
- Regional and rural areas: 8–12 business days
Please note that these timeframes are estimates and may vary depending on your location and courier operations.
Peak Periods & Courier Delays
During promotional campaigns, public holidays, seasonal demand, or periods of exceptionally high order volumes, both processing and delivery times may be extended.
While we work closely with our courier partners to minimise delays, Paw Haven cannot guarantee delivery dates once a parcel has been handed over to the courier.
Delivery Timeframe
Although most orders are delivered well within our estimated delivery window, customers acknowledge that, in exceptional circumstances beyond our reasonable control including but not limited to courier operational delays, adverse weather conditions, public holidays, remote delivery locations, security disruptions, or unusually high order volumes, the fulfilment and delivery process may require additional time.
Accordingly, customers agree that delivery may take up to thirty (30) calendar days from the date of order confirmation before a shipment will be considered materially delayed for the purposes of any shipping-related enquiry or resolution.
Tracking Your Order
Once your order has been dispatched, tracking information will be sent to the email address provided during checkout.
Customers are responsible for monitoring the progress of their shipment using the courier tracking information provided.
Incorrect Shipping Information
Customers are responsible for providing accurate delivery information.
Paw Haven cannot be held responsible for delays, failed deliveries, or additional charges resulting from incorrect or incomplete shipping details supplied by the customer.
Failed Delivery Attempts
Where delivery cannot be completed due to customer unavailability, incorrect address information, or failure to respond to the courier, the parcel may be returned. Any additional shipping charges for redelivery may be the responsibility of the customer.
Lost or Damaged Parcels
If your parcel appears to be lost or arrives damaged, please contact our support team within 7 days of the expected delivery date so that we can investigate the matter with the courier.
Contact Us
If you have any questions regarding your shipment, our support team is always happy to assist.
Thank you for choosing Paw Haven.