Shipping policy

Shipping Policy

Fernwellpets ships to South Africa, the United States, and Canada.

Shipping availability may vary by product, as some products are only available in certain markets.

South Africa

A flat delivery fee of R175 per order applies to all deliveries within South Africa.

There is currently no free-shipping threshold for South African orders.

South African orders typically arrive within approximately 3–5 business days. Orders are usually processed and dispatched within 1–2 business days, followed by approximately 2–3 working days in transit. Delivery times are estimates and may be affected by stock availability, courier delays, public holidays, weather, or other circumstances outside our reasonable control. Tracking information will be provided once your order has been dispatched.

United States

Shipping to the United States is free on eligible orders.

Orders typically arrive within approximately 7–15 business days after dispatch.

Delivery times are estimates and may be affected by carrier delays, weather, high-demand periods, public holidays, or other circumstances outside our reasonable control.

Canada

Shipping to Canada is free on eligible orders.

Orders typically arrive within approximately 7–15 business days after dispatch.

Delivery times are estimates and may be affected by carrier delays, weather, customs processing, high-demand periods, public holidays, or other circumstances outside our reasonable control.

Order Processing

Orders are processed after payment has been successfully confirmed.

Processing times may vary depending on the product, supplier, stock availability, and fulfilment location.

Once your order has been dispatched, you will receive shipping or tracking information where available.

Tracking

Where tracking is available, tracking details will be sent to the email address provided with your order.

Please note that tracking information may take some time to update after the courier has received the parcel.

Multiple Parcels

Fernwellpets works with third-party suppliers and fulfilment partners.

If your order contains products supplied from different fulfilment locations, your items may arrive in separate parcels.

You will not be charged extra simply because an order is delivered in more than one parcel, unless a separate shipping charge was clearly shown and accepted at checkout.

Customs and Import Charges

For international orders, customs duties, import taxes, or other local charges may apply depending on the destination country.

Where these charges are not collected at checkout, they are the responsibility of the customer.

Fernwellpets does not control charges imposed by customs authorities or local government agencies.

Delivery Address

Please ensure that your delivery address, postal code, contact number, and other delivery details are complete and correct before placing your order.

Fernwellpets cannot be responsible for delays or failed deliveries caused by incorrect or incomplete information supplied by the customer.

If you notice an error in your delivery information, contact us as soon as possible. We will do our best to assist, but we cannot guarantee that changes can be made once an order has entered fulfilment.

Delayed or Missing Orders

If your order appears to be significantly delayed or your tracking has not updated for an extended period, please contact us so we can investigate the matter with the relevant supplier or courier.