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Shipping & Delivery

In keeping with our company values of supporting local communities, we have teamed up with local partners or courier companies to provide the delivery services for our online store. This way we are contributing back to the communities around our stores and thus helping create and maintain employment at a time where banding together has never been as important.

Delivery Areas & Times:

Delivery Coverage

  • Delivery is available within a 40 km radius of any Pet & Pool store.
  • Customers outside the 40 km radius can request a delivery quote by contacting their nearest branch manager or emailing support@petandpool.co.za.
  • Deliveries are only made to physical addresses where someone is available to receive the order. If there is no one to receive the order, and the delivery person has to return, or request a delivery further away from the original address given, the customer will be responsible for paying the shortfall before delivery will happen.

Delivery Times

Customers are asked to take note of the below. Requests for earlier deliveries might not be possible. Requests can be sent to support@petandpool.co.za if it needs to fall outside the below times.

  • Deliveries take place Monday to Friday, 9:00 am to 4:30 pm.
  • No deliveries are made on Saturdays, Sundays, or public holidays.
  • Orders placed before 12:00 pm are generally delivered within 24 to 48 hours:
    • Monday to Thursday orders: Delivered within 24-48 hours.
    • Friday orders before 12 pm: Delivered on Monday (unless Monday is a public holiday).
    • Weekend orders: Delivered on Tuesday (unless Tuesday is a public holiday).
  • Customers can request an alternative delivery day when contacted by the branch.
  • The branch will contact customers the day before delivery to confirm arrangements and discuss preferred delivery times.

Stock availability

  • Orders are fulfilled from the branch selected at checkout. Note: Please make sure you order from the correct branch.
  • Product availability varies by branch.
  • If an item is out of stock:
    • The customer will be informed.
    • An estimated new delivery date will be provided.
    • The customer may:
      • Accept the revised delivery date, or
      • Modify the order by removing or substituting the out-of-stock item, or
      • Request a refund
  • Refunds or additional payments resulting from order changes will be processed according to the returns and refunds policy.
  • Inter-branch stock transfers may be arranged where possible but could result in additional costs and delays.

Delivery Fee Structure

Delivery costs are based on rand value ordered and distance from the selected store.

Delivery costs:

Orders up to R1000 VAT incl.

R140 VAT incl. for all deliveries within a 20km radius of the store

R200 VAT incl. for all deliveries between 20 – 40 kms radius of the store

Orders over R1000 VAT incl.

FREE DELIVERY within 20kms of the store

R85 VAT incl. for all deliveries between 20 – 40 kms radius from the store

Delivery

  • We undertake to deliver your order to you on time. However:
    • We cannot guarantee time slots. While we will always try to honour your requested time slot, route and time scheduling might mean that a time slot has to be shifted and we hope you understand. Should we find this happening too often we will increase delivery capacity to rectify this
    • You will need to provide us with your accurate delivery address to ensure that we get the order to where it should be. If need be, add some additional info to the comments section on checkout in cases where delivery might not be straight forward
    • You will need to make sure that you or a person you designate are present to receive the order at the time slot agreed
  • We will confirm telephonically with you your preferred delivery time the day before delivery is due, and if this subsequently changes due to route planning, will re-contact you to advise/confirm the new time slot
  • You will be provided with your official invoice on delivery of the order. You can however, still access all your historical order details from the “My account” section of the website
  • On delivery, we will require you to confirm delivery by signing a proof of delivery. Please check you order received to confirm it is per your online order
    • Proof of delivery can be given verbally to our delivery partner who will note this on the proof of delivery document
  • We can’t be held liable for attempted deliveries we duly execute based on your instructions and information provided. As such, should two (2) repeated attempts be made to execute delivery at your designated delivery address, and fail, we will take the stock back to the store, where:
    • A new future delivery date can be arranged at an additional cost to you
    • A date for collection at the store can be arranged with you

Click & Collect

  • Orders are typically ready for collection within 2 hours of being placed subject to our trading hours. To see trading hours, please see our Stores.
  • Customers requiring urgent collection should contact the selected store directly to confirm readiness.

Store contact details

Should you want to contact your closet branch, please see our contact details for our Stores.

For Head Office support, please contact us at support@petandpool.co.za or call 011 786 7166

Monday – Thursday 07h30 – 16h00, Friday 07h30 – 15h00.