Shipping policy

Effective Date: 05/02/2025

1. Shipping Policy

Deliveries are limited to South Africa and are handled by Aramex.

  • Standard delivery time: 3 - 5 working days
  • Sale period delivery time (e.g., Black Friday, End of Season Sale): 5 - 12 working days

During peak sales periods, delivery times may be extended due to increased order volumes. We will always strive to dispatch orders as quickly as possible.

1.1. Conditions & Delivery Costs

✅ FREE delivery for all orders over R500.


1.2. Main Hubs (Faster Delivery Times Apply)

  • Eastern Cape: East London, Port Elizabeth / Gqeberha
  • Free State: Bloemfontein
  • Gauteng: Lenasia, Meyerton
  • KwaZulu-Natal: Ballito, Durban / Ethekweni, Durban North, Hillcrest, Pietermaritzburg, Pinetown, Salt Rock, Sharka’s Rock, Umhlali
  • Limpopo: Polokwane
  • Mpumalanga: Nelspruit
  • Western Cape: George, Paarl

1.3. Outlying / Remote Areas

Any location not listed as a main hub is classified as an outlying or remote area. Delivery times may be longer.

2. Courier Delivery Times

2.1. Delivery estimates:

  • Main hubs: 1 to 3 working days
  • Outlying areas: 3 to 5 working days
  • Remote areas: Up to 7 working days

These timelines apply from the date of dispatch. If you have queries regarding which timeframe applies to you, please contact BestPetz Customer Support.

2.2. Courier service hours:

  • Deliveries take place Monday to Friday between 08h00 - 17h00.
  • Orders may occasionally be shipped in multiple parcels due to logistics.
  • While we strive to meet estimated delivery times, delays can occur due to unforeseen circumstances. BestPetz is not liable for delivery delays caused by the courier service.

3. Order Processing & Dispatch

3.1. Time until dispatch:

  • Orders are generally processed within 2 to 4 working days.
  • It can take up to 5 working days for your parcel to be dispatched from our warehouse.

3.2. Stock availability & delays:

  • If a product is out of stock or discontinued, we will notify you and offer the option of a replacement item, credit voucher, or refund.

3.3. Courier delays:

  • Once a parcel is dispatched from BestPetz, we will assist in tracking and resolving courier delays, but we are not responsible for external courier issues.

4. Delivery Address & Failed Deliveries

4.1. Address requirements:

  • We require a DAYTIME physical address for delivery. Couriers cannot guarantee specific delivery times, but delivery occurs between Monday - Friday, 08h00 - 17h00.
  • If you prefer delivery on a specific day (e.g., a Monday or Wednesday), please note this during checkout.

4.2. Failed delivery attempts:

  • If the courier attempts delivery twice and the address is closed or vacant, you will be charged a re-delivery fee of R200 or the actual courier cost, whichever is higher.

4.3. Delivery within South Africa only:

  • We do not ship internationally. Ensure your address includes suburb and correct postal code to prevent delays.

4.4. Address changes after dispatch:

  • If you request a delivery address change after dispatch, expect a 1-2 business day delay as couriers follow planned routes.