1. Delivery Costs:

Please see a full list of our Local Areas (CPT / JHB / PTA), Main Hubs, and Outlying / Remote Areas below.

Note
* A parcel's weight is calculated as physical / volumetric - whichever is greater is applied to your order as per courier requirements.
** Order value is VAT inclusive.
*** Shipping Fee / Delivery Costs are calculated on the order value before discounts are applied.

Your shipping is calculated according to the information you provide in the "City" field when checking out / adding a new address - please ensure that you have added this information correctly and without typos. If you have checked that & think you should be in a Local Area / Main Hub, please pop us an email and we will look into it for you.

LOCAL AREAS: 

GAUTENG: Alberton, Bedfordview, Benoni, Boksburg, Bryanston, Centurion, Edenvale, Fourways, Germiston,Johannesburg, Kempton Park, Krugersdorp, Lethabong, Midrand, Pretoria, Randburg, Roodepoort, Sandton, Tshwane

WESTERN CAPE: Athlone, Bellville, Bloubergstrand, Brackenfell, Cape Town, Durbanville, Fish Hoek, Gardens, Gordons Bay, Hout Bay, Kenilworth, Kuilsrivier / Kuils River, Melkbosstrand, Milnerton, Parow, Rondebosch, Sea Point, Stellenbosch, Somerset West, Strand, Wynberg

MAIN HUBS:

EASTERN CAPE: East London, Port Elizabeth / Gqeberha

FREE STATE: Bloemfontein

GAUTENG: Lenasia, Meyerton

KWAZULU NATAL: Ballito, Durban / Ethekweni, Durban North, Hillcrest, Pietermaritzburg, Pinetown, Salt Rock, Sharka's Rock, Umhlali

LIMPOPO: Polokwane

MPUMALANGA: Nelspruit

WESTERN CAPE: George, Paarl

OUTLYING / REMOTE AREAS:

Anywhere not listed as a local area / main hub.

2. Courier Delivery Times:

2.1. Courier delivery time is usually 1 to 5 working days if you are within a local area / main hub, 3 to 7 working days if you are in an outlying area, or up to 7 working days if you are in a remote area - this is from the time that your parcel is dispatched from our warehouse. If there are any queries regarding which delivery times apply to you, please contact Prime Pet.

2.2. Delivery via courier door-to-door takes place Monday to Friday from 08h00 to 17h00. Orders might occasionally be shipped in 2 or more parcels due to logistics and timing, but generally all items are shipped together in one parcel. While the couriers usually deliver within the time specified above, these times are estimates and cannot be guaranteed. Prime Pet cannot be held liable for delays in delivery times.

3. Timing Until Dispatch:

3.1. Once all the products you ordered are in our warehouse (generally between 2 to 4 days), you will receive an email confirmation. Thus, it can take up to 5 working days until your parcel is dispatched (handed over to the courier), but depending on the products in your cart, this might be slightly longer or shorter. These are estimated times only - we are reliant on quick turnaround times from both suppliers and courier companies.

3.2. Should a situation arise where stock is not available from a supplier or importer (out of stock or recently discontinued etc.), you will be notified and given the option of swapping this item or obtaining a credit voucher or refund.

3.3. If the parcel has been dispatched from Prime Pet and there is a delay in the expected delivery time due to the courier company, we will assist you as much as possible in dealing with the courier company (please see estimated delivery times in the section above).

4. 
   Delivery Address:

4.1. We require a DAYTIME physical address for delivery. Courier companies unfortunately cannot guarantee specific times that they will deliver your parcel, but it will be during working hours from a Monday to Friday. If you would like your parcel delivered on a specific day (e.g. a Monday or Wednesday), please make a note of this when placing your order. Further, if you are comfortable with delivery of the product to a neighbour / colleague / a person present in your home at the time, please include a note when ordering the products.

4.2. If the courier has attempted to deliver the parcel twice and has been unable to do so due to the residence / business being closed or vacant, you will be charged a re-delivery fee of the greater of R200 or the costs incurred by Prime Pet for the delivery.

4.3. We ship parcels to addresses all around Southern African. Please ensure that you include your FULL ADDRESS - including suburb and correct area code. Should you wish to place an order outside the boarders of South Africa please kindly get in touch with our team for further assistance,

4.4. Please note that any requests to change the delivery address after your order has been dispatched from our warehouse may result in a delay of 1-2 business days. Courier drivers are generally on a planned route & might not be able to accommodate the change immediately.