T&Cs | Placing Online Orders

Payment for Order

Please note our payment terms are Payment in Advance (PIA), or Payable on Receipt (POR) for stockists. Upon receiving confirmation of your payment, your order status will change & we will start processing it for delivery.

Delivery Fees (Dry Products)

Dry product fees across the country is calculated based on the courier selected.

Delivery Fees (Frozen Products)

A mandatory delivery fee applies to all orders. Orders within our Service Zones:

  • Delivery to Home fee: R 100.00 (inclusive)

Orders outside our Service Zones:

  • The basic fee based on our current schedules is R 200.00 (inclusive);
  • Fees will be calculated based on courier of choice for dry stock;
  • Order will be placed on hold and until confirmation received from you.

Shipping, Backorder, and Partial Shipments

Orders typically ship via within 1-3 business days if all ordered items are in stock. As a rule, we will hold your order if an item is on back order except in cases where you have completely run out of food! The order will ship complete once all items are in stock. If you have run out of food, please call us directly, or email orders@rawfoodforpets.com for urgent arrangements, in which case we will part-deliver your order./p>

International & PO Box Shipments

We currently do not ship internationally at this stage. We also cannot ship to P.O. Boxes - we need a fully qualified and valid street address please - see the Service Zones section for details.

Delivery of Orders

We operate a distribution service throughout Gauteng and surrounding areas, as defined in our service zones FAQ and schedule, for the frozen pet cuisine. We deliver to most areas at least once every week. You can review our published delivery schedules for clarity. When you are successfully registered as a website user we will notify you of the delivery day(s) and this will remain the same day each week going forward, subject to bank and/or public holidays.

Occasionally, there will be areas of Gauteng that we are unable to serve via our delivery service. If you think you may live outside of our main distribution area, please send an email to info@rawfoodforpets.com to find out if we are able to deliver to you. In the instance that we do not serve your area, our customer service team will be happy to put you in touch with your nearest stockist, or you can browse for stockists in your local area using our stockist locator (Contact Us -> Our Stores), or we will help arrange a courier service.

Please ensure that your order is placed and paid for by 1.00 pm on the day prior to the delivery date. Orders for Mondays should be placed and paid for by 2.00 pm on the preceding Friday. Orders placed and paid for after the deadline will be scheduled for the next delivery date in your area.

Delivery of goods other than on the relevant day is not possible.

We can only deliver if you are able to ensure that someone is at the delivery address between 09h00 and 16h00 to receive your order - we simply cannot make individual arrangements, nor guarantee or specify delivery times. Please ensure that we have sufficient contact details available to ensure a smooth delivery. If you are not able to accept the goods we will leave a card providing the details of our attempt to deliver and advising you how you can re-arrange delivery. Whilst we attempt to keep our charges to a minimum, if we are unable to leave the goods through no fault of our own a further standard delivery charge may be levied prior to re-arranging delivery.

If you are not available to sign for your delivery and have left delivery instructions to that effect when placing your order, you will be deemed to accept the full risks of receipt of those goods. In this instance, in the event of a dispute, proof of delivery will be constituted by proof that our delivery team acted upon those instructions.

We cannot be held responsible for the non-performance of any aspect of order delivery arising as a result of incorrect information being provided by you. You may be responsible for the cost of delivery and return of the goods in these circumstances.

We shall not be liable for the non-performance of any aspect of order delivery arising as a result of circumstances beyond our control.

In the unlikely event that your order should fail to arrive on the relevant delivery day please advise us of the fact by e-mail at: orders@rawfoodforpets.com within a period of 48 hours, providing us with your account number, post code and delivery date, and we will investigate the reason and respond to you within a further period of 48 hours from receipt of your e-mail. If, as a result of our investigations, we fail to come up with an appropriate reason for non-delivery or are unable to locate a signed proof of delivery document your order will be deemed by us to be “lost”. In these circumstances you may either cancel your order and we will refund any amounts paid in full, or we will arrange for delivery of the goods on an alternative date.

We cannot be held liable for any consequential loss whatsoever as result of a product being “lost” or not arriving on time.

For every order placed you will receive an order confirmation, by e-mail, within 24 hours of placing that order with full details of products, prices and delivery details requested on that order. Please do not hesitate to contact us if confirmation is not received within that time frame.