PAYMENTS

Payments are facilitated by our secure payment processing partner (Payfast). We will also accept credit & debit cards (Mastercard & VISA) and Instant EFT.

GENERAL INFORMATION

Products that are in stock are delivered between 2 to 4 working days. We will do our utmost to deliver all other out of stock products within 7 working days, but these are estimated times only – we are reliant on quick turnaround times from our suppliers.

Should we run into any situations where stock is not available from a supplier (out of stock or recently discontinued etc.), you will be notified immediately and given the option of swopping this item or obtaining a credit voucher.

Free delivery is offered on all orders over R400 in value. If you do not qualify for free delivery, you will be charged a delivery fee of R50.00. All orders will be delivered between 2 to 4 working days – this is from the time we have confirmation of your payment and stock availability.

Door to Door deliveries will takes place Monday to Friday between 08:00 am and 16:00pm.

DELIVIERES

FREE Delivery for orders over R400.00 on our scheduled weekly delivery route.

Orders under R400 will be charged a R50 delivery fee

Delivery Schedule:

Monday – JHB South and surrounds
Tuesday – JHB East and surrounds
Wednesday –   JHB West and surrounds
Thursday – JHB North and surrounds
Friday – JHB all areas

If your specific area is not listed, please feel free to contact us on jhb@aacl-jhbnb.co.za

and check if we are able to include your area into our route.

We require a DAYTIME full physical address including suburb and area code for delivery. Unfortunately, we cannot guarantee specific times that your order will be delivered, but it will be during 08:00am – 16:00pm Monday to Friday. If you want your parcel delivered on a specific day (e.g. a Monday or Wednesday), please make a note of this when placing your order.

Upon delivery of your order you will receive a copy of your invoice. Please check that the order is correct. You will be required to sign a duplicate copy of the invoice to confirm receipt. For verification purposes, the person accepting the delivery may be required to produce a form of identification if not the person who placed the order and will be 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 product and leave a notice. You will be contacted to make new arrangements for delivery or collection. We reserve the right to charge an additional delivery fee should it be required.

CANCELLATION AND RETURNS

All order cancellations must be done via jhb@aacl-jhbnb.co.za within 24hours of placing order. We will then assist you as per our cancellation policy. (Click to see Cancellations/Returns policy)

FREQUENTLY ASKED QUESTIONS:

We aim to delight our customers by delivering your orders in the quickest possible time. Most deliveries will take place within 2-4 days of confirmation of payment.

*Things do happen that are outside of our control, so please always allow up 2 to 4 working days for your delivery to reach you.

MONDAYS – FRIDAYS: 08h00am -16h00pm

We will always attempt to stick to our delivery areas each day, should this not be possible you will be contacted. Please contact us by email on jhb@aacl-jhbnb.co.za for assistance in this regard.

Yes, this can be arranged by contacting us on jhb@aacl-jhbnb.co.za

All order cancellations must be done via jhb@aacl-jhbnb.co.za within 24hours of placing order. We will then assist you as per our cancellation policy. (See Cancellations/Returns policy)

RETURNS/REFUND/CANCELLATION POLICY:

Criteria for returning an item:

The return must be logged within 7 days of the item being delivered, whichever is later to jhb@aacl-jhbnb.co.za

You must be able to provide proof of purchase.

The item must be in a re-sellable condition except in the case of damaged or faulty items.

The item must qualify as an item that can be returned (See non-returnable items below).

The item must be in its original packaging.

Non-returnable items:

Food or treats.

Except for:

  • Food items may be returned 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 6 months;
  • Items of food that are damaged prior to receipt. A photograph must be taken at delivery of the damage and sent to jhb@aacl-jhbnb.co.za;
  • Where the expiry date on the item precedes the delivery date;
  • Treatment products such as Tick & Flea tablets and sprays (except where the expiry date on the item precedes the delivery date) Currently not for sale online.
  • Items explicitly marked as non-returnable.

THE RETURNS PROCESS

  1. Contact Us

If on receiving your order you find we have delivered the wrong product or a damaged product (please do not remove it from its original packaging or use the product), please take a photograph of the wrong product or damage and email us on jhb@aacl-jhbnb.co.za  immediately.

  1. Return the Item(s)

Although we pride ourselves on our attention to detail, sometimes we get things wrong. If we have delivered an incorrect, faulty, damaged or expired item to you, we will arrange to collect and replace at our cost, as quickly as possible. Should we not have a replacement item in stock we will issue a credit voucher to the same value for use within 30 days of issue.

If you are wanting to return an item because it is unpalatable for your pet, does not 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 Animal Anti-Cruelty League Johannesburg, 59 Alice street, Regents Park, Johannesburg, 2197

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

  1. Receive a Replacement or credit voucher

If the return is due to an error on our part, we will replace the item as quickly as possible after receiving the returned product. Should we not have the item in stock, a credit voucher will be issued and will typically take a maximum of 5 working days from the date of receiving your returned item. We will notify you by email when the credit voucher has been processed.

Unfortunately, we cannot send you a proof of payment for your purchase as this is typically handled by a third-party payment processing partner (PayFast). * IMPORTANT NOTE: Any orders paid for by EFT cannot be refunded into your bank account as a result of fraud risk. Instead, an online gift voucher can be offered for the amount of the refund value.

Unfortunately, we cannot send you a proof of payment for your purchase as this is typically handled by a third-party payment processing partner (PayFast). * IMPORTANT NOTE: Any orders paid for by EFT cannot be refunded into your bank account as a result of fraud risk. Instead, an online gift voucher can be offered for the amount of the refund value.

CONTACT US:

We are always happy to hear from you, should you wish to send us a message or a recommendation please contact us on: jhb@aacl-jhbnb.co.za or 011 435 0672 and ask for Carren Nickloes (Marketing Manager.)

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