Shipping & Delivery Policy

Effective date: 17 August 2026
Store: TheraPaw
Website: www.therapaw.co.za
Email: therapawza@gmail.com
Phone / WhatsApp: 071 004 5673

At TheraPaw, we aim to get your pet's products to you safely and as quickly as possible. This Shipping & Delivery Policy explains how orders are processed, delivered and handled in the event of delays.

1. Delivery Service

TheraPaw uses Aramex Store-to-Door for deliveries.

Orders are delivered directly to the delivery address provided by the customer at checkout.

Please ensure that your delivery address, contact number and other delivery information are correct before placing your order.

2. Delivery Time

Our standard delivery timeframe is approximately 8–11 business days from the time your order has been processed and dispatched.

Please note that the 8–11 business-day timeframe is an estimated delivery period and not a guaranteed delivery date.

Delivery times may vary depending on the destination, courier volumes, public holidays, weather, operational issues and other circumstances outside TheraPaw's control.

3. Courier Delays

TheraPaw uses Aramex as its third-party delivery provider. While we will do our best to assist with delivery-related queries, TheraPaw cannot guarantee that courier deliveries will arrive within the estimated timeframe.

Courier delays may occur, and TheraPaw cannot be held responsible for delays caused by Aramex or circumstances outside our reasonable control.

Where a delay occurs, we will assist the customer in following up with the courier where reasonably possible.

4. Tracking

Where tracking information is available, customers may receive tracking details once their order has been dispatched.

Customers are responsible for monitoring their tracking information and ensuring that they are available to receive their delivery.

5. Delivery Address

Customers must provide a complete and accurate delivery address when placing an order.

TheraPaw cannot be held responsible for delays or additional costs resulting from:

• Incorrect or incomplete addresses;

• Incorrect contact details;

• Failure to respond to courier communications;

• Failure to accept delivery; or

• Circumstances that prevent the courier from accessing the delivery address.

If a parcel needs to be re-delivered because incorrect information was provided by the customer, additional delivery charges may apply.

6. Missed Deliveries

If a delivery attempt is unsuccessful, the courier may contact the customer or make another delivery attempt in accordance with its procedures.

Customers should respond promptly to courier communications to avoid unnecessary delays.

7. Public Holidays and Weekends

Business days exclude weekends and South African public holidays.

Orders placed during weekends or public holidays may only begin processing on the next business day.

During periods of unusually high order volumes, promotions or holidays, delivery may take longer than the estimated 8–11 business days.

8. Delayed Orders

If your order has not arrived within the expected timeframe, please contact TheraPaw at:

Email: therapawza@gmail.com
Phone / WhatsApp: 071 004 5673

Please provide your order number and any available tracking information.

We will do our best to assist with the courier enquiry.

However, because Aramex is an independent third-party courier, TheraPaw does not guarantee courier delivery times and cannot be held responsible for delays caused by the courier.

9. Damaged Parcels

If your parcel arrives visibly damaged, please take photographs of the parcel and its contents before discarding any packaging and contact TheraPaw as soon as possible.

We will assess the situation and assist you with the appropriate next steps.

10. Lost Parcels

If tracking indicates that a parcel has been lost or there has been an extended unexplained delivery issue, please contact TheraPaw.

We will assist with raising an enquiry with the courier where appropriate.

Nothing in this policy limits any rights you may have under applicable South African consumer-protection law.

11. Important Notice

By placing an order with TheraPaw, customers acknowledge that delivery is performed by a third-party courier service.

The 8–11 business-day delivery period is an estimate only and is not a guaranteed delivery period.

While TheraPaw will make reasonable efforts to assist customers with delivery issues, we cannot guarantee the reliability, timing or performance of the courier service and are not responsible for delays caused by Aramex or circumstances outside our reasonable control.

TheraPaw
Website: www.therapaw.co.za
Email: therapawza@gmail.com
Phone / WhatsApp: 071 004 5673

Effective date: 17 August 2026