1. How long does shipping take?

We offer delivery within 11–15 business days. Please note that delivery times are estimates and may vary depending on your location, courier delays, or public holidays.

2. Do you offer free shipping?

Yes! We offer free shipping on qualifying orders. The minimum spend required will be displayed at checkout and in your shopping cart.

3. How can I track my order?

Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking information (where available).

4. Where do you ship?

We currently ship throughout South Africa.

5. Can I change or cancel my order?

If your order has not yet been processed or shipped, please contact us as soon as possible. Once an order has been dispatched, we are unable to make changes or cancel it.

6. What payment methods do you accept?

We accept secure online payments using major credit and debit cards, EFT (where available), and other payment methods offered during checkout.

7. What if I receive a damaged or incorrect item?

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and photos of the item. We'll work with you to resolve the issue as quickly as possible.

8. Can I return my order?

Yes. Eligible items may be returned within 8 days of delivery, provided they are unused, in their original packaging, and in a resalable condition. Please refer to our Return Policy for full details.

9. Are your products safe for pets?

Yes. We carefully select products that are designed with your pet's safety and comfort in mind. We recommend using all products according to the manufacturer's instructions and supervising your pet during play, especially when introducing a new toy or accessory. If a product becomes worn or damaged, discontinue use and replace it to help keep your pet safe.

10. What if an item is out of stock?

If an item is temporarily unavailable, it will be marked as out of stock on our website. We recommend checking back regularly as we frequently restock popular products.

11. Can I send my order as a gift?

Absolutely! You can ship your order directly to the recipient's address. If gift options are available, they will be displayed during checkout.

12. How do I contact customer support?

Our customer support team is here to help! You can reach us via our Contact Us page or by using the contact details provided on our website. We aim to respond to all enquiries within 24–48 business hours.

13. How do I know if a product is suitable for my child's age?

Each product page includes recommended age guidelines where applicable. We recommend following these recommendations to ensure safe and appropriate use.

14. Will I receive an order confirmation?

Yes. Once your order has been placed successfully, you'll receive an order confirmation email. If you don't receive it, please check your spam or junk folder before contacting us.

15. Are my payment details secure?

Yes. All payments are processed through secure, encrypted payment gateways. We do not store your card or banking information.

16. Why hasn't my order arrived yet?

While most orders arrive within 11–15 business days, occasional courier delays may occur due to weather, public holidays, or high order volumes. If your order is taking longer than expected, please contact us and we'll gladly assist.

17. Do you restock sold-out products?

Yes, many of our best-selling products are restocked regularly. If a product is unavailable, check back soon or contact us to enquire about availability.

18. How can I stay updated on new products and promotions?

Subscribe to our newsletter or follow us on social media to be the first to hear about new arrivals, exclusive offers, and special promotions.

Terms & Conditions

Welcome to Pawfect Finds

Welcome to Pawfect Finds. By accessing our website or placing an order, you agree to these Terms and Conditions. Please read them carefully before making a purchase.

1. About Us

Pawfect Finds is an online pet store offering quality products for pets across South Africa.

2. Eligibility

By using this website, you confirm that you are at least 18 years old or have permission from a parent or legal guardian.

3. Products

We strive to ensure that all product descriptions, images and pricing are accurate. Colours may vary slightly depending on your device.

All products are subject to availability.

4. Pricing

• All prices are displayed in South African Rand (ZAR).
  
• Prices may change without notice.
  
• Delivery charges are calculated at checkout

5. Orders

An order is only confirmed once payment has been successfully received.

We reserve the right to:

• decline or cancel an order
  
• limit quantities purchased
  
• cancel orders where pricing errors occur
  

If payment has already been made for a cancelled order, a full refund will be processed.

6. Payment

We accept secure online payments through the payment methods displayed during checkout.

Payment must be received before your order is processed.

7. Delivery

Estimated delivery times are provided as a guide only and may vary depending on your location or courier delays.

Pawfect Finds is not responsible for delays caused by:

• courier companies
  
• weather conditions
  
• public holidays
  
• incorrect delivery information provided by the customer
  

8. Customer Responsibilities

Customers are responsible for ensuring that:

• delivery details are accurate
  
• someone is available to receive the parcel
  
• products are inspected upon delivery
  

9. Intellectual Property

All website content, including logos, photographs, product descriptions, graphics and designs, remains the property of Pawfect Finds and may not be copied or used without written permission.

10. Limitation of Liability

To the maximum extent permitted by South African law, Pawfect Finds shall not be liable for indirect or consequential losses arising from the use of this website or products purchased.

Nothing in these Terms excludes any rights consumers have under applicable South African consumer protection legislation.

11. Privacy

Your personal information is collected and processed in accordance with our Privacy Policy and applicable South African privacy legislation.

12. Changes to these Terms

We reserve the right to update these Terms and Conditions at any time. Changes become effective once published on our website.

13. Contact Us

Email: support@pawfectfinds.co.za

Shipping Policy

Processing Times

Orders are processed within 1–3 business days after payment has been confirmed.

Orders placed on weekends or public holidays will be processed on the next business day.

Delivery Time

Estimated delivery:

5–11 business days

Delivery times are estimates and may vary depending on:

• courier schedules
  
• destination
  
• weather
  
• peak shopping periods
  

Delivery Areas

We currently deliver throughout South Africa.

Unfortunately, we do not deliver internationally at this time.

Shipping Costs

Shipping costs are calculated at checkout based on your delivery location.

Tracking

Once your order has been dispatched, you will receive a tracking number where available.

Incorrect Delivery Information

Customers are responsible for providing the correct delivery address.

Additional courier charges resulting from incorrect information may be payable by the customer.

Delayed Deliveries

While we work with trusted courier partners, occasional delays may occur beyond our control.

If your parcel has not arrived within the expected timeframe, please contact us and we will gladly assist.

Damaged Parcels

If your parcel arrives visibly damaged, please:

• take photographs immediately
  
• notify us within 48 hours
  
• keep the original packaging until the matter has been resolved

Refund & Returns Policy

At Pawfect Finds, customer satisfaction is important to us.

Change of Mind

If you change your mind after receiving your order, you may request a return within 7 days of delivery, provided:

• the product is unused
  
• it remains in its original packaging
  
• all tags and accessories are included
  
• it is in a resalable condition
  

Customers are responsible for the return shipping costs unless the item is defective or supplied incorrectly.

Certain online purchases may also qualify for statutory cooling-off rights under South African law.

Defective or Incorrect Items

If you receive:

• a damaged item
  
• a defective product
  
• the wrong product
  

please contact us within 48 hours of delivery with:

• your order number
  
• photographs of the item
  
• a description of the issue
  

Where appropriate, we will arrange a replacement, repair or refund in accordance with the Consumer Protection Act. Consumers also have statutory rights regarding defective goods that cannot be excluded by store policy.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• 
  opened pet food
  
• opened treats
  
• used grooming products
  
• personalised or customised items
  
• gift cards
  

unless they are defective.

Refund Process

Once your returned item has been inspected and approved, refunds will be processed using the original payment method.

Please allow 5–10 business days for the refund to reflect, depending on your payment provider.

Exchanges

If you would like a different item, please return the original product (if eligible) and place a new order.

Contact Us

For any return or refund enquiries, please contact:

Email: support@pawfectfinds.co.za

Business Hours: Monday–Friday, 8:00–17:00 (SAST)

To provide pet owners with the highest quality products that promote health, happiness, and well-being for their beloved companions. We believe every pet deserves the best, and we're committed to making that accessible to everyone.