Shipping policy

Shipping & Delivery Policy

Last Updated: August 7, 2026

Thank you for shopping with The Pet Aisle. We are committed to delivering your order safely and as quickly as possible. Please read our Shipping & Delivery Policy before placing an order.

1. Order Processing

  • Orders are processed within 1–3 business days after payment has been successfully received and verified.

  • Orders are processed during our normal business hours, Monday to Friday, excluding weekends and public holidays.

  • During peak periods, promotional sales, or holiday seasons, processing times may be slightly longer than usual.

Once your order has been processed and dispatched, you will receive a shipping confirmation email or SMS (where applicable).

2. Delivery Time

Our standard delivery time is 8–11 business days from the date your order has been shipped.

Please note that delivery times are estimates and are not guaranteed. While we work closely with our shipping partners to meet these timeframes, delays may occasionally occur due to circumstances beyond our control.

Factors that may affect delivery include:

  • High order volumes

  • Severe weather conditions

  • Public holidays

  • Courier service delays

  • Remote or hard-to-reach delivery locations

3. Shipping Rates

We offer simple, transparent shipping rates:

  • FREE Standard Shipping on all orders of R1,000 or more.

  • Flat-rate shipping of R99 on all orders below R1,000.

Shipping charges will be displayed at checkout before you complete your purchase.

From time to time, we may offer promotional shipping discounts, which will be communicated on our website.

4. Order Tracking

Where tracking is available, you will receive tracking information once your order has been dispatched.

Please allow up to 48 hours for tracking information to become active after receiving your shipping confirmation.

5. Delivery Address

Customers are responsible for providing accurate and complete shipping information.

Please verify your delivery details before completing your purchase. We cannot be held responsible for delays, additional shipping charges, or failed deliveries resulting from incorrect or incomplete address information.

If you notice an error in your shipping address, please contact us immediately. We cannot guarantee that changes can be made after an order has been processed.

6. Failed Delivery Attempts

If a delivery cannot be completed because:

  • No one is available to receive the package.

  • The address provided is incorrect or incomplete.

  • The package is refused.

The courier may attempt redelivery or return the package to us.

Additional shipping charges for re-delivery may be the responsibility of the customer.

7. Delayed Deliveries

Although our estimated delivery time is 8–11 business days, occasional delays may occur.

If your order has not arrived within 15 business days after dispatch, please contact our customer support team so we can investigate the shipment with the courier.

8. Lost Packages

If your order appears to be lost in transit, please contact us as soon as possible.

We will work directly with the courier to investigate the shipment. Once the investigation is complete, we will determine the appropriate resolution, which may include a replacement or refund where appropriate.

9. Damaged Items

If your order arrives damaged:

  • Contact us within 48 hours of delivery.

  • Include your order number.

  • Provide clear photographs of the damaged item(s) and packaging.

We will review your claim and arrange an appropriate solution, which may include a replacement, store credit, or refund where applicable.

10. Incorrect Items

If you receive the wrong item, please notify us within 7 days of delivery.

We will arrange for the correct item to be sent or provide another suitable resolution.

11. Order Changes and Cancellations

Orders may only be changed or cancelled before they have been processed for shipment.

Once an order has been dispatched, it cannot be cancelled. Please refer to our Refund & Returns Policy for information regarding returns and refunds.

12. Force Majeure

We are not liable for delays or failure to deliver caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, pandemics, transportation disruptions, government actions, or courier network interruptions.

13. Contact Us

If you have any questions regarding shipping or your order, please contact us:

Business Name: The Pet Aisle

Email: hello@thepetaisle.co.za

Phone: +27 72 156 6003

Business Hours: Monday to Friday, 9:00 AM – 5:00 PM

We appreciate your trust in The Pet Aisle. and are committed to providing a reliable and enjoyable shopping experience.