Everything you need to know about shipping, returns, and how we handle your information.
We currently ship within South Africa only.
Orders are processed within 1–2 business days of payment confirmation. You'll receive an email once your order has shipped.
Standard delivery typically takes 3–7 business days depending on your location. Delivery times may be longer for remote areas.
Free delivery across South Africa on all orders.
Once your order ships, you'll receive a tracking number via email so you can follow your delivery.
While we do our best to meet estimated delivery times, delays can occasionally happen due to courier issues, weather, or high order volumes. We'll notify you if there's a significant delay with your order.
Contact us at petpawhavenn@gmail.com for any shipping questions.
You may return unused, unopened items in their original packaging within 7 days of delivery for a refund or exchange.
For hygiene reasons, opened pet food, treats, and grooming products cannot be returned unless defective.
Email petpawhavenn@gmail.com with your order number and reason for return. We'll provide instructions on how to send the item back.
Once we receive and inspect your returned item, we'll notify you of approval status. Approved refunds are processed to your original payment method within 5–10 business days.
If your order arrives damaged or incorrect, contact us within 7 days of delivery with photos, and we'll arrange a replacement or refund at no cost to you.
Customers are responsible for return shipping costs unless the item was defective or incorrect.
Last updated: 15 August 2026
PetPaw Haven respects your privacy. This policy explains what information we collect and how we use it.
Contact details: name, email, phone number, shipping address (collected at checkout).
Order information: items purchased, order history.
Payment information: processed securely by PayFast — we do not store your card details.
To process and fulfill your orders, send order confirmations and shipping updates, respond to support inquiries, and improve our store and products.
We share your information only with PayFast (to process payments) and our courier partners (to deliver your order). We do not sell your personal information to third parties.
Your data is stored securely using Supabase. We retain order information as required for accounting and legal purposes.
You may request access to, correction of, or deletion of your personal information by contacting us at petpawhavenn@gmail.com.
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