FAQ

Shipping & delivery

Where do you ship?

South Africa is our primary local market. Where checkout is enabled for other destinations, the shipping options and charges shown at checkout for that destination will apply.

How much is delivery in South Africa?

Delivery within South Africa is a flat R175 per order. The delivery charge applies to every order. We are not currently offering a free-shipping threshold.

How long will my order take?

South African orders typically arrive within approximately 3–5 business days. This includes our usual 1–2 business day processing and dispatch period plus approximately 2–3 working days in transit. Delivery times are estimates rather than guarantees and may be affected by stock availability, courier delays, public holidays or circumstances outside our reasonable control. We will send tracking information once your order has been dispatched.

Can my order arrive in more than one parcel?

Yes. Some Fernwellpets products may be fulfilled from different locations, so an order containing multiple products can occasionally arrive in separate parcels.

Returns & refunds

What is your return policy?

For ordinary change-of-mind returns, you may request a return within 30 days of delivery. The item must be unused, in its original packaging and in the same condition in which you received it. This voluntary return policy does not reduce any rights you may have under applicable consumer law.

What if an item is defective, unsafe or poor quality?

South African consumers have statutory rights under the Consumer Protection Act. Where goods fail to meet the required quality standards within six months of delivery, applicable law may entitle you to return the goods at the supplier's risk and expense and choose a repair, replacement or refund. Contact us and we will help resolve the issue.

Can I exchange an item?

We do not offer direct change-of-mind exchanges. If an eligible item is returned and refunded, you can place a new order for the item you prefer. This does not limit any statutory remedy you may have for defective goods.

How do I start a return?

Email damiansmit@fernwellpets.com with your order number, the item involved and the reason for the return. If there is damage or a defect, please include clear photos where possible so we can assist more quickly.

Who pays return shipping?

For an ordinary change-of-mind return under our voluntary 30-day policy, return shipping is normally the customer's responsibility. Where goods are defective, unsafe, incorrect or otherwise covered by applicable consumer law, return costs will be handled as required by law.

When will I receive my refund?

Once a return has been received and approved, we will issue the refund to the original payment method. Your bank or payment provider may take additional time to reflect the refund after it has been issued.

Are any products non-returnable?

For hygiene and safety reasons, opened pet food, treats, supplements and other consumable products are not accepted for ordinary change-of-mind returns where permitted by law. This does not remove your rights if a product is defective, unsafe, incorrect or otherwise protected by applicable law.

Payment & pricing

What payment methods do you accept?

The payment methods currently available to you are displayed securely at checkout.

What currency are prices shown in?

For South African checkout, prices are shown in South African Rand (ZAR). Where other markets are enabled, the storefront or checkout may display the applicable market currency.

Orders

Can I change or cancel my order?

Contact us as soon as possible and we will do our best to help. Once an order has entered processing or dispatch, we may not be able to change or cancel it.