Shipping policy
Effective Date: September 6, 2025
Shipping Zones and Coverage
We currently ship to the following areas:
- South Africa: Nationwide delivery available
- International shipping: Available to selected countries (contact us for availability) 7- 30 business-days.
Processing Time
- Standard orders: 1-2 business days processing time
- Custom/personalized items: 3-5 business days processing time
- Large items (pet furniture, etc.): 2-3 business days processing time
- Orders placed on weekends or holidays will be processed the next business day
Shipping Methods and Delivery Times
Within South Africa:
- Standard Delivery: 3-7 business days (R99)
- Express Delivery: 1-3 business days (R149)
- Local Delivery (Johannesburg area):1-2 business days (R75)
- Free Standard Shipping: On orders over R500
International Shipping:
- International Standard: 7-14 business days (rates calculated at checkout)
- International Express: 3-7 business days (rates calculated at checkout)
Shipping Costs
Shipping costs are calculated based on:
- Package weight and dimensions
- Delivery location
- Selected shipping method
- Carrier rates (for live calculated shipping)
Order Fulfillment
- Orders are fulfilled from our warehouse in South Africa
- You'll receive a tracking number via email once your order ships
- Track your package using the provided tracking information
- We use trusted carriers including PostNet, Courier Guy, and Dawn Wing
Special Shipping Considerations
Pet Food and Heavy Items:
- Large bags of pet food may require special handling
- Additional shipping fees may apply for oversized items
- Delivery to ground floor only (additional fees for upper floors)
Live Plants/Perishables:
- Special handling and expedited shipping required
- Not available for all locations
- Contact us before ordering perishable items
Fragile Items:
- Extra packaging and handling included
- Insurance available for high-value items
Delivery Information
- Signature required: For orders over R1,000
- Safe drop: Available for standard deliveries under R1,000
- Delivery attempts: Carrier will attempt delivery 2-3 times
- Collection points: Available through selected carriers
International Orders
- Customs and duties: Customer responsibility
- Restricted items: Some pet products may be restricted in certain countries
- Documentation: We provide all necessary shipping documentation
- Delivery delays: Possible due to customs processing
Shipping Restrictions
We cannot ship the following items:
- Live animals
- Prescription medications
- Hazardous materials
- Perishable items to remote areas
Damaged or Lost Packages
- Report damage: Within 48 hours of delivery
- Lost packages: We'll investigate with the carrier
- Insurance claims: Available for qualifying orders
- Replacement/refund: Provided after investigation
Address Requirements
- Provide complete and accurate shipping addresses
- Include apartment/unit numbers and special instructions
- We're not responsible for delays due to incorrect addresses
- Address changes after shipping may incur additional fees
Holiday and Peak Season Shipping
- Extended processing times during peak seasons
- Holiday shipping cutoff dates will be announced
- Express shipping recommended for time-sensitive gifts
Contact Information
For shipping questions or issues:
- Email: ntelepatience2@gmail.com
- Business Hours: 24/7
Digital Products
Digital products (e-books, training videos) are delivered electronically and don't require shipping. You'll receive download instructions via email immediately after purchase.
Note: Shipping times are estimates and may vary due to weather, carrier delays, or other unforeseen circumstances. We'll notify you of any significant delays to your order.
This policy ensures clear communication about shipping expectations and helps build customer confidence in your delivery process.