Shipping, Delivery and Cancellation Policy

1. Order processing

Orders are usually processed and dispatched within 1 to 3 business days of payment being confirmed. Business days are Monday to Friday, excluding public holidays. Orders placed on weekends or public holidays are processed from the next business day. During sales and peak periods processing may take a little longer.

You will receive an order confirmation email when you place your order, and a second email with tracking details once it has been dispatched.

2. Estimated delivery times

Standard shipping: an estimated 7 to 14 business days after dispatch.

Delivery times are estimates only and are not guaranteed. They begin on the date of dispatch, not the date of order. Once a parcel has been handed to the carrier, its progress is outside our control. Customs clearance, carrier backlogs, severe weather, public holidays, peak shopping periods, remote delivery areas and local postal conditions can all add time.

We recommend allowing up to 7 additional business days beyond the estimate before treating an order as delayed.

3. Shipping costs

Shipping costs are calculated and displayed at checkout before you pay. We offer free standard shipping on orders over R1600.

4. Order tracking

Every order is shipped with tracking. Tracking information can take several days to update after dispatch, particularly for international parcels and while a parcel is in customs. A tracking page that has not updated for a few days does not mean your parcel is lost.

5. Cancelling or changing an order

Before dispatch: you may cancel or change your order free of charge at any time before it has been dispatched. Email us at support@chillpawsco.store with your order number as soon as possible. Because we process orders quickly, we cannot guarantee that a request will reach us in time, but we will always try. If we cancel your order before dispatch, you will receive a full refund to your original payment method.

After dispatch: once an order has been dispatched it can no longer be cancelled, recalled or redirected. If you no longer want the item, please wait for it to arrive and then return it under our Refund Policy.

Refused deliveries: if you refuse delivery of a parcel, it will be treated as a return under our Refund Policy once it has been received back by us. Original shipping charges and any return shipping or customs charges incurred are not refundable.

We reserve the right to cancel any order before dispatch, for example if an item is out of stock, if we suspect fraud, or if there was an error in the price or product information. In that case you will be refunded in full.

6. Delivery address

Please check your shipping address carefully before placing your order. We ship to the address provided at checkout and cannot be responsible for parcels that are delayed, lost or returned because an address was entered incorrectly or incompletely.

If you notice a mistake, email us immediately. We can only change an address before the order has been dispatched.

If a parcel is returned to us as undeliverable, for example because of an incorrect address, a failed delivery attempt, or because it was not collected, we will contact you. You may choose to have it re-sent, in which case a new shipping charge will apply, or to receive a refund of the item price less the original shipping cost and any return charges we incurred.

7. Delayed orders

A delivery that arrives later than the estimated timeframe is not, on its own, grounds for a refund, compensation or cancellation once the order has been dispatched. We know delays are frustrating, and we will always help you find out where your parcel is.

If your order has not arrived within 21 business days of the dispatch date, please email support@chillpawsco.store with your order number and we will open an investigation with the carrier.

8. Lost parcels

If the carrier confirms that a parcel has been lost in transit, or if tracking shows no movement and the parcel has not arrived within 30 business days of dispatch, we will, at your choice, send a replacement at no cost to you or issue a full refund.

If tracking shows a parcel as delivered but you have not received it, please check with neighbours, other members of your household and your local post office or carrier depot, then contact us within 7 days of the delivery date shown. We will help you raise a query with the carrier. We cannot be held responsible for parcels that were delivered to the address provided and subsequently went missing.

9. Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged in transit, faulty, or not what you ordered, email us within 7 days of delivery with your order number and clear photos of the item and the packaging. We will arrange a replacement or a refund at no cost to you.

10. Customs, duties and taxes

International orders may be subject to import duties, taxes or customs fees charged by the destination country. These charges are set by your local authorities, are not included in our prices or shipping costs, and are the responsibility of the recipient. We have no control over these charges and cannot predict what they may be.

If a parcel is refused or abandoned because of unpaid customs charges, it will be treated as a refused delivery under section 5.

11. Where we ship

The countries we currently ship to are shown at checkout. We may be unable to deliver to certain PO boxes, military addresses, freight forwarders or remote locations. If we cannot ship to your address, we will contact you and refund your order in full.

12. Events outside our control

We are not liable for any delay or failure to deliver caused by events beyond our reasonable control, including but not limited to natural disasters, extreme weather, pandemics, strikes, transport disruption, customs or government action, war or civil unrest.

13. Your legal rights

Nothing in this policy limits or excludes any rights you have under the consumer protection laws that apply in your country. Where those laws give you greater rights than this policy, including any right to cancel a distance purchase within a statutory cooling-off period, those rights apply.

14. Contact us

Questions about your delivery? Email support@chillpawsco.store with your order number and we will reply within 24 hours on business days.