Shipping

Shipping policy

1. Delivery Costs

Please Note
A parcel's weight is calculated as either physical or volumetric weight - whichever is greater is what applied to your order as per courier requirements.

Order value is VAT inclusive.

Shipping Fee / Delivery Costs are calculated on the order value before any discounts are applied.

Local is Lekker delivery option only applies to addresses between Fish Hoek and Kommetjie. Surrounding areas included in this special delivery option are as follows:

Clovelly, Fish Hoek, Glencairn, Simon's Town, Sun Valley, Noordhoek, Capri, Kommetjie.

Please do not select this option unless you live in one of the above areas.

2. Courier Delivery Times

Courier delivery time is usually 3 to 5 working days if you are in a local area or main Hub, or 7 - 10  working days if you are in a outlying area - this is from the time that your parcel is dispatched from our warehouse. If you are unsure please contact info@retailwags.com.

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. Retail Wags cannot be held liable for delays in delivery times.

3. Timing Until Dispatch

Once all the products you ordered are in our warehouse (generally between 2 to 4 days), you will receive an email confirmation. Please do not collect / or expect your parcel any time before you have received the dispatch email and tracking number. These are estimated times only - we are reliant on quick turnaround times from both suppliers and courier companies.

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.

If the parcel has been dispatched from our warehouse 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. A tracking number will be sent to you via your email provided, for your own tracking. 

Once the parcel has left our warehouse and you have been sent your tracking number, it is your responsibility to track your parcel. If you have not seen any progress on the movement of your parcel after the allotted time frame, you are welcome to contact us for assistance. Please do not contact us within the first 2 to 3 days of dispatch. Once your parcel has been delivered no further action needs to take place.

4. Delivery Address

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 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.  You are welcome to send your own courier partner to collect the parcel on your behalf. If you choose this method Retail Wags will not be held responsible for any loss or damage to the parcel once it has been collected by your courier partner.

We only ship parcels to addresses within our South African borders. Please ensure that you include your FULL ADDRESS - including suburb and correct area code. Please ensure that you state any special instructions for the delivery of your parcel during the check out process ie: courier to press #8 on keypad.

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. Drivers are generally on a planned route & might not be able to accommodate the change immediately. 

THE ADVICE, RECOMMENDATIONS AND INFORMATION GIVEN ON THIS WEBSITE IS NOT INTENDED TO REPLACE A VISIT TO YOUR VETERINARIAN.

PLEASE SEE YOUR VET IMMEDIATELY, SHOULD YOUR PET SHOW ANY SIGNS OF BEING UNWELL.