Last updated: 25 January 2021
PetLover’sMarket is based in Cape Town (for now) and all Our products are shipped from Cape Town. We strive to deliver Your parcels to You as soon as possible as We know how important the content is to You and Your pet. We make use of external courier companies that are vetted by Us to ensure You get the best experience and that Your products arrive in good condition.
1: Terminology
To the best of its ability, petloversmarket.co.za does not use any ambiguous or misinterpretable terminology.
“We”, “Our”, “Us”, “Website”, “Site” or “PLM” refers to petloversmarket.co.za for use of the services and products provided on the petloversmarket.co.za website
“You”, “User”, “Customer”, “Buyer” or “Member” refers to an individual who has purchased or intends to purchase products and/or services through PLM.
“Member” refers to an individual who has registered on PLM and has an activated Profile.
“Profile” refers to the information We have recorded regarding a Customer, Buyer and/or Member.
“Goods” and “Product(s)” refers to the products and items We sell through PLM.
“Order” means a request by You to purchase Goods from Us.
2: Delivery Times
Mondays – Fridays: 08h00-17h00 (Excluding Public Holidays)
We aim to delight our customers by delivering Our orders in the quickest possible time. When you place Your order We will source the stock as soon as possible from Our warehouse or from the suppliers. We then package your products and log the parcels with the courier. The courier will deliver the parcels to the address You supplied when placing the order. Please remember to add clear instructions to Your order if there are certain conditions We need to follow or if there are specific times the parcel/s need to be delivered. If Your order is urgent, please let Us know by replying to Your order confirmation that was emailed to You.
PLM wants to get Your orders to You as quickly as possible and Most of Our orders are dispatched within 24hrs after payment. However, there are a number of logistical factors to consider in the delivery of (often bulky) orders and therefore on occasion there may be a short delay. We aim to make all deliveries within 3-7 working days. For remote and outlying areas please allow up to 10 working days for Your delivery to reach You. Please allow for Public Holidays and National Stock Shortages (see below).
Where possible, We will try and accommodate specific delivery times and days between Monday and Friday. However, this can only be confirmed by Our customer services team after Your Order has been received and paid for. Please contact Us by email on [email protected] citing Your Order reference number for assistance in this regard.
We provide online tracking through Our courier partners.
We will continue to go the extra mile to make sure Your Orders are shipped and delivered as efficiently, effectively and economically as possible. Should You not have received Your order within 5 working days of dispatch, please send Us a message via the Contact Us page on this website and advise Us of the details of the Order that has not been delivered and We will prioritise the follow up on the delivery with Our courier company and advise You of its status.
3: Delivery Fees
3.1: Local & Main Deliveries
- For Orders Under R500 (incl. VAT): R115
- For Orders Over R500 (incl. VAT): FREE
Local Areas: Johannesburg, Pretoria, Cape Town, Stellenbosch, Somerset West, Durban, Richards Bay, Ballito.
Main Areas: Bloemfontein, East London, George, Kimberley, Nelspruit, Pietermaritzburg, Polokwane (Pietersburg), Port Elizabeth, Welkom.
3.2: Regional, Remote and Outlying Areas
- For Orders Under Under R1000 (incl. VAT): R115
- For Orders Under Over R1000 (incl. VAT): FREE
Regional, Remote and Outlying Areas: all other areas not listed under Local or Main areas above.
4: Issues with Deliveries
From time to time We experience National Stock Shortages or issues with deliveries. Should a product You have ordered be:
4.1: Temporarily unavailable
We will notify You thereof as well as the anticipated delay in delivery (if possible) and, unless You agree to wait for such longer period for delivery, or accept delivery of another product instead, PLM will issue a refund in respect of that product to You or give You the option to credit Your account to an amount equal to the price paid for the product*. Please review Our Return and Refund Policy for a full breakdown of the possibilities.
4.2: Discontinued / Permanently unavailable
We will notify You and, unless You agree to accept another product instead, PLM will issue a refund in respect of that product to You or give You the option to credit Your account to an amount equal to the price paid for the product*.
4.3: Damaged upon delivery
While We ensure the utmost care is taken when packaging Your order, PLM uses third-party couriers to make Your special deliveries. We cannot always guarantee that the products will reach You in the same condition that they left Us, but We can help You in the unlikely event that your delivered goods are damaged. Please review Our Return and Refund Policy to see how to get a replacement or refund.
*Delivery fees will not be refunded if the unavailable item(s) are part of an order that included items that will still be delivered.
5: Cancellations and Returns
If, for any reason, You are not completely satisfied with a purchase You are always welcome to return or exchange the Products purchased at petloversmarket.co.za. Please review Our Return and Refund Policy to understand the necessary conditions and how to go about it.