Delivery & Returns


Delivery Terms and Fees


  1. Delivery Process

On delivery, you will receive a copy of your invoice showing a summary of the items delivered. You will receive by email a detailed invoice showing the product price details, the delivery fees, Value-Added Tax and the amount debited from your payment card. You or your authorised representative will be asked to sign a duplicate copy of the delivery note to confirm receipt. For verification purposes, the person accepting delivery at the delivery address may be required to produce a form of identification. Any person other than yourself who receives the products at the delivery address is presumed to be authorised to accept delivery on your behalf.

Should no one be in attendance at the time of delivery, the driver will keep the products and leave a notice. The driver will try to contact you to make new arrangements for delivery or collection. We reserve the right to charge an additional delivery fee should it be required. Our liability for any delay in delivery is limited to re-delivery at a later agreed time at no additional charge.

2. Delivery Charges

FREE Delivery for all orders over R500 and within close proximity to our retail stores.
Orders under R500 (after any discounts) will be charged a delivery fee, dependent on the weight and location of the delivery

All deliveries further from one of our stores will be charged a delivery fee dependent on the weight and location of the delivery.

We reserve the right to not deliver to an area if we deem it unsafe for our employees.

For more information on delivery please contact customer services by email on

3. Delivery Times

We aim to deliver our orders in the quickest possible time.

Local deliveries in areas considered close to our stores and deliveries to main centres will be 1-3 working days, stock dependent,

Deliveries to remote areas will take place between 5-7 working days.

As indicated on certain specialty product pages, the delivery estimate for those items may be longer than the 5 working days so kindly allow more time for these items to reach you.

Stock Shortages

Should a product you have ordered be:

  • Temporarily unavailable, we will notify you thereof as well as the anticipated delay in delivery and, unless you agree to wait for such longer period for delivery, or accept delivery of another product instead, SAVetshops will issue a refund in respect of that product to you or give you the option for a credit voucher to an amount equal to the price paid for the product (plus any additional charges applied**).
  • Discontinued / Permanently unavailable we will notify you and, unless you agree to accept another product instead, SAVetshops will issue a refund in respect of that product to you or give you the option for a credit voucher to an amount equal to the price paid for the product (plus any additional charges applied**).

4. Delivery Times

MONDAYS – FRIDAYS: 08h00-17h00 on working days (Monday to Friday, excluding Public Holidays). While we will try to attempt to accommodate delivery time requests, delivery times can’t be scheduled and may be depending on the driver’s route on the day.

We use courier services to delivery our parcels and are unable to deliver to PO Box addresses.

Where possible, we will try and accommodate specific delivery times and days between Monday and Friday. However, this can only be confirmed by our staff within the store your order is being received from, and after your order has been received and paid for. Please contact us the store directly.

5. Late Deliveries

The Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) entitles you to cancel your purchase within 7 days’ notice if the products you have purchased are not delivered within the agreed delivery period as specified in the our Delivery Policy. Certain items for sale on the website do have a lead time for delivery published on the product detail pages and need to be taken into account as part of our delivery policy. Should you choose to cancel an order which has not been received within our delivery times, items either need to be:

  • not accepted when delivered
  • if already received, returned to SAVetshops in their original state.

All order cancellations must be done via the store issuing your order directly, please contact them here.

* Delivery fees will not be refunded if the unavailable item(s) are part of an order which included items that will still be delivered.

Should you not have received your order within 10 working days of dispatch, please send us a message via the email available below,  and advise us of the details of the order that has not been delivered and we will prioritise the follow up on the delivery and advise you of its status.


Criteria for returning an item:

  1. The return must be logged within 7 days of the item being bought or delivered, whichever is later.
  2. You must be able to provide proof of purchase
  3. The item must be in a re-sellable condition except in the case of damaged or faulty items.
  4. The item must qualify as an item that can be returned. See non-returnable items below.
  5. The item must be in its original packaging.

Non-returnable items:

  1. Food or snacks. Except for:
    1. Hill’s, Royal Canin and Eukanuba food items which may be returned if it is unpalatable provided that the bag of food is still at least two thirds full and you have not returned any food item for unpalatability in the preceding 12 months;
    2. items of food that are damaged prior to receipt;
    3. where the expiry date on the item precedes the delivery date;
  1. Treatment products such as Tick & Flea tablets and sprays (except where the expiry date on the item precedes the delivery date)
  2. Items explicitly marked as non-returnable.

The Returns Process

1. Contact Us

If on receiving your order you are not absolutely happy with your purchase or we have delivered the wrong product or a faulty product, please email the store your order came from immediately.

2. Return the Item(s)

We pride ourselves on our attention to detail but sometimes we get things wrong. If we have delivered an incorrect, faulty or expired item to you, we will arrange to collect and replace or refund the item, at our cost, as quickly as possible.

If you are wanting to return an item because it is unpalatable to your pet, doesn’t fit your pet or you have changed your mind and don’t want it any more, you will need to arrange to return the item, at your own cost to one of our retail stores closest to you.

We reserve the right to charge a 10% administration fee for returned orders should the returns process incur significant administration expenses.

3. Receive a Replacement or Refund

If the return is due to an error on our part we will replace the item or process a refund (where available*) as quickly as possible after receiving the returned product. A refund will typically take a maximum of 10 working days from the date of receiving your returned item, and we will notify you by email when the refund has been processed. Unfortunately we can’t send you a proof of payment as this is typically handled by a third party payment processing partner.


How to contact SAVetshops:

If you have any questions about our Terms & Conditions, Privacy Policy, Security Policy, Delivery or Returns Policy please contact us using the methods below:

Email us at

Due to the nature of our business and varied complexity of support queries, SAVetshops is available to respond to all customer communication in writing, via any of the above channels.

We have chosen not to use a telephone line to ensure efficient and accurate customer support. Queries will be replied to by the staff within the store you have contacted directly, we try to be as efficient as possible, but since the stores also have to adhere to their daily duties as well as respond to online queries, this could take up to a few hours or days, during office hours depending on support query volumes.