Shipping policy

SHIPPING POLICY

POOT EN PELS
Last updated: 26 October 2026

  1. DELIVERY AREA

Poot en Pels delivers within South Africa. If your address cannot be serviced, we will notify you and refund any payment received for an order we cannot fulfil.

  1. DELIVERY TIMEFRAME

Our standard estimated delivery timeframe is 8–11 business days from payment confirmation. This timeframe includes order processing and delivery.

Business days are Monday to Friday, excluding South African public holidays. Orders placed on weekends or public holidays begin processing on the next business day.

If a different delivery timeframe applies to a particular product or destination, it will be disclosed before you complete your purchase.

  1. SHIPPING COSTS

Applicable shipping charges are displayed at checkout before you pay.

If your order qualifies for a free-shipping promotion, this will be reflected at checkout, subject to the conditions of that offer.

We will not add compulsory shipping charges after purchase without your agreement.

  1. ORDER PROCESSING AND TRACKING

Please ensure your payment, delivery address and contact details are correct to help us process your order promptly.

Once your order is dispatched, we will provide dispatch confirmation and tracking information where available. Tracking updates may take some time to appear on the courier’s system.

For assistance with your order or tracking, please use the contact form on our website and include your order number.

  1. DELIVERY DELAYS

We aim to deliver within the estimated 8–11 business days. Occasionally, delivery may be affected by courier disruptions, severe weather, peak trading periods or customs processing where applicable.

If we become aware of a material delay, we will notify you and explain the available options.

If your order has not arrived within 11 business days from payment confirmation, please contact us through our website contact form so we can investigate.

Delivery estimates do not remove your rights concerning late delivery, non-delivery, cancellation or refunds under applicable South African law.

  1. DELIVERY DETAILS AND ADDRESS CHANGES

You are responsible for providing a complete and accurate delivery address and contact details.

If you need to correct your address, contact us through the website contact form as soon as possible. We will try to accommodate changes, but an address may no longer be changeable once an order has been dispatched.

If an address error supplied by you results in additional reasonable delivery costs, we will explain these costs and obtain your agreement before arranging a chargeable redelivery.

  1. MISSED OR UNSUCCESSFUL DELIVERIES

Please ensure that you or an authorised person is available to receive your order.

If delivery is unsuccessful, follow the courier’s instructions or contact us for assistance. Redelivery or collection arrangements will depend on the courier and your location.

Where a failed delivery is attributable to you, reasonable redelivery costs may apply. These will be explained and agreed before a chargeable redelivery is arranged.

An unsuccessful delivery does not automatically result in forfeiture of your payment.

  1. SEPARATE PARCELS

An order containing multiple items may arrive in separate parcels. If this applies, we will provide available delivery and tracking information for each shipment.

We will not charge additional shipping solely because we choose to split your order into separate parcels.

  1. DAMAGED, INCORRECT OR INCOMPLETE ORDERS

Please check your parcel when it arrives.

If an item is damaged, incorrect or missing, contact us through our website contact form as soon as reasonably possible. Include:

• Your order number.
• A description of the issue.
• Photographs of the item and packaging, where reasonably available.

Please retain the packaging where possible to assist with investigation. Photographs and original packaging are helpful but are not absolute conditions for exercising statutory rights.

Our Return and Refund Policy explains the available remedies and return process.

  1. LOST PARCELS AND DELIVERY RESPONSIBILITY

If tracking shows your parcel as delivered but you have not received it, please check with anyone authorised to accept it and contact us promptly through our website contact form.

We will investigate with the courier and arrange an appropriate resolution based on the circumstances and applicable law.

Handing your order to a courier does not, by itself, end our responsibility for delivery. We remain responsible for the goods during delivery to the extent required by law.

  1. CANCELLATIONS AND RETURNS

To request cancellation before dispatch, contact us promptly through the website contact form.

If your order has already been dispatched, we may be unable to stop delivery. Any applicable cancellation and return rights remain available under our Return and Refund Policy and South African law.

Nothing in this Shipping Policy limits your statutory consumer rights.

  1. CONTACT US

For shipping enquiries, delivery updates or assistance with an order, please use the contact form on our website:

https://www.pootenpels.co.za

Please include your order number so we can identify your purchase.

Poot en Pels is operated by ANCHORLINE INVESTMENTS (Pty) Ltd, a private company registered in South Africa.

Registration number: 2025/977460/07