(STORE) Placing Online Orders
Payment for Order
Upon receiving confirmation of your payment via EFT, Visa, MasterCard, or one of the payment gateways, your order status will change & we will start processing it for delivery. Please ensure that you pay soonest so that we can include you in our daily planning cycles.
Card Acquiring and Security
Card transactions will be acquired for Blue Sage Distribution (Pty) Ltd, trading as Raw Food for Pets, via PayGate (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no Card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.
Delivery Fees (Dry Products)
Dry products fee 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 Delivery Schedule and Service Zones:
- Delivery to Home in Gauteng: R 100.00 (inclusive)
- Delivery to Gauteng Surrounds (Potchefstroom, Kroonstad, Harrismith, Secunda & Witbank): R 200.00 (inclusive)
Orders outside our Service Zones:
- Fees will be calculated based on courier of choice;
- 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 [email protected] for urgent arrangements, in which case we will part-deliver your order.
International & PO Box Shipments
We 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 Delivery Zones FAQ or Schedule, for the frozen pet cuisine. We deliver to most areas at least once every two weeks. 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 [email protected] 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.
In order to give us time to ensure your products are packaged and distributed to the highest standards we request that orders are received by at least 10.00 am on the day prior to the day of delivery.
Delivery of goods other than on the relevant day is not possible.
Goods will be delivered between 10.00 am and 5.00 pm on the relevant delivery day and you must be available to accept the goods within those times. Upon delivery you will be required to sign a proof of receipt (delivery note).
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: [email protected] 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.