Shipping policy

Last Updated: 11 July 2026

Thank you for shopping with PawFlow. We are committed to delivering your order safely and efficiently. Please read the following Shipping Policy before placing your order.

1. Delivery Areas

PawFlow currently ships throughout South Africa.

At this time, we do not offer international shipping.

2. Processing Times

Orders are typically processed within 1–2 business days after payment has been successfully received.

Orders are processed Monday to Friday, excluding South African public holidays.

During promotional periods, holidays or high-volume sales events, processing times may be slightly longer.

3. Delivery Timeframes

Once your order has been dispatched, estimated delivery is:

8–11 business days

Delivery timeframes are estimates only and begin once your order has been shipped, not from the date your order is placed.

Business days exclude weekends and public holidays.

4. Courier Partner

All orders are shipped using:

Aramex Store to Door

Once your parcel has been dispatched, you will receive shipping confirmation together with tracking information (where available).

5. Delivery Delays

While we work closely with our courier partners to ensure timely delivery, delivery dates are estimates only and cannot be guaranteed.

PawFlow is not responsible for delays caused by circumstances beyond our reasonable control, including but not limited to:

  • courier operational delays;
  • severe weather conditions;
  • road closures or transport disruptions;
  • strikes or industrial action;
  • customs or regulatory inspections (where applicable);
  • public holidays;
  • incorrect or incomplete delivery information supplied by the customer; or
  • any force majeure event.

We will, however, make reasonable efforts to assist customers in tracking delayed shipments and resolving delivery issues with the courier.

Nothing in this policy limits any rights you may have under the Consumer Protection Act, 68 of 2008.

6. Shipping Fees

Standard shipping fees are calculated at checkout.

Free delivery is available on all orders over R750. This threshold is applied automatically at checkout — no discount code required.

From time to time, PawFlow may offer additional promotional free shipping on qualifying orders.

7. Delivery Address

Customers are responsible for ensuring that all delivery information is complete and accurate before placing an order.

PawFlow is not responsible for delays, failed deliveries or additional delivery charges resulting from incorrect or incomplete address information provided by the customer.

If a parcel is returned to us because of an incorrect address or because delivery could not be completed after reasonable attempts, additional shipping charges may apply before the order can be re-dispatched.

8. Tracking Your Order

Where tracking is available, customers will receive tracking information via email once their order has been dispatched.

Please allow up to 24 hours for tracking information to become active after receiving your shipping confirmation.

9. Failed Deliveries

Our courier may attempt delivery more than once or contact you to arrange delivery.

If delivery cannot be completed because the recipient is unavailable or cannot be contacted, the parcel may be returned to us.

Where re-delivery is requested, additional courier charges may apply.

10. Damaged Parcels

If your parcel appears visibly damaged upon delivery, please:

  • inspect the package before accepting it where possible;
  • take photographs of the parcel and any damage;
  • contact PawFlow as soon as reasonably possible after delivery.

We will work with the courier to investigate and resolve the issue.

11. Lost Parcels

If you believe your parcel has been lost in transit, please contact us as soon as possible.

We will investigate the shipment with our courier partner.

If the parcel is confirmed as lost during transit, PawFlow will arrange an appropriate remedy in accordance with applicable South African consumer protection laws.

12. Contact Us

If you have any questions regarding shipping or delivery, please contact our customer support team.

Email: hello@pawflow.co.za

Please include your order number to help us assist you as quickly as possible.