Shipping policy

Shipping Coverage

We currently ship to addresses within South Africa only. We do not offer international shipping at this time.

Ship Everywhere in SA: We ship to all provinces in South Africa, including major cities and rural areas.

 

Shipping Rates

Flat Rate Shipping: We charge a flat shipping rate of R 115.00 for all orders within major cities.

Tiered by Order Value:

  • Orders under R400.00 = R115.00
  • Orders over R400.00 = FREE

Outlying / Remote Areas: Additional fees will be applied by shipping companies to cover the higher costs of delivering to less populated or harder-to-reach locations. Delivering to these areas can be more expensive due to factors like longer distances, fewer delivery options, and potentially higher fuel costs.

High-Risk Zones: These are areas where The Courier Companies have identified a high risk of theft or hijacking, making it unsafe for couriers to deliver directly to homes or businesses. A surcharge is added to free and standard shipping cost to account for the increased risk.

Free Shipping

Free Shipping Threshold: We offer FREE shipping on all orders over R400.00 to major cities.

Promotional Free Shipping: We occasionally offer free shipping promotions. Sign up for our newsletter to be notified of special offers.

 

Processing Time

Orders are processed and prepared for shipment within 1-2 business days of receiving your order.

Please note: We do not process or ship orders on weekends or South African public holidays.

 

Delivery Timeframes

Once your order has been dispatched, delivery times are as follows:

  • Major Cities (Johannesburg, Pretoria, Cape Town, Durban): 2-3 business days
  • Other Major Centers: 3-5 business days
  • Rural Areas: 5-7 business days

Please note: These are estimated delivery times only and are not guaranteed. Actual delivery times may vary depending on the courier service, your location, and factors beyond our control such as weather conditions, public holidays, or courier delays.

Courier Services

We use The Courier Guy (Pty) Ltd for all deliveries.

  • Door-to-door delivery - R115.00
  • Major Cities (Johannesburg, Pretoria, Cape Town, Durban): 2-3 business days
  • Other Major Centers: 3-5 business days
  • Rural Areas: 5-7 business days

 

Order Tracking

Tracking Provided: You will receive a tracking number via email once your order has been dispatched. You can use this tracking number to monitor your delivery on the The Courier Guy website at https://thecourierguy.co.za/tracking/.

 

Delivery Address

Please ensure your delivery address is complete and accurate:

  • Include apartment/unit numbers
  • Provide a contact phone number
  • Specify any special delivery instructions

We cannot deliver to:

  • We do not accept P.O. Boxes as a shipping address. Due to customs restrictions, we do not ship outside South African borders.

If no one is available to receive the delivery, the courier will leave a collection notice and attempt redelivery.

Shipping Confirmation

You will receive two emails:

  1. Order Confirmation - Sent immediately after you place your order, confirming we've received your order and payment.

  2. Shipping Confirmation - Sent when your order is dispatched, including tracking information and estimated delivery date.

Please check your spam/junk folder if you don't receive these emails.

Shipping Delays

While we strive to meet our estimated delivery times, delays may occasionally occur due to:

  • Courier company delays
  • Extreme weather conditions
  • Public holidays
  • High-volume periods (e.g., Black Friday, December holidays)
  • Incorrect or incomplete delivery addresses
  • Remote or hard-to-access locations

We are not responsible for delays caused by the courier service or circumstances beyond our control. Once your order leaves our facility, delivery times are managed by the courier company.

Damaged or Lost Shipments

If your order arrives damaged:

  1. Take photos of the damage (both packaging and product)
  2. Contact us immediately at info@pawvana.co.za
  3. Include your order number and photos
  4. We will arrange a replacement or refund

If your order doesn't arrive:

  1. Check the estimated delivery timeframe
  2. Check with household members or neighbours
  3. Contact the courier using your tracking number 
  4. If still missing after 7 business days, contact us at info@pawvana.co.za

We will investigate with the courier and arrange a replacement or refund if your order is confirmed lost.

Address Changes

Unfortunately, we cannot change delivery addresses once an order is placed. Please ensure your address is correct before completing your purchase.

Refused or Unclaimed Deliveries

If you refuse delivery or fail to collect your order from the courier depot, you will be responsible for return shipping costs. We will issue a refund for the product value only, minus the original shipping cost and return shipping fees.

Unclaimed parcels held at courier depots for more than 7 days will be returned to us. A STORE CREDIT will be issued minus shipping costs.

Bulk or Wholesale Orders

For bulk orders or wholesale inquiries, please contact us at info@pawvana.co.za for custom shipping quotes and arrangements.

Contact Us

If you have questions about shipping or need to track your order, contact us:

Email: hello@pawvana.co.za
 Phone: +27 72 777 2003
 Hours: Monday-Friday, 9:00 AM - 4:00 PM SAST

 

Important Notes

  • Shipping times exclude processing time
  • Business days are Monday-Friday (excluding public holidays)
  • We are not responsible for courier delays beyond our control
  • Ensure your contact details are correct for delivery updates
  • Rural deliveries may take longer than estimated