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ORDERS & DELIVERY

We deliver on Tuesday's and Thursday's

PAYMENT FOR ORDER

Upon receiving confirmation of your payment via EFT or through the online payment portal, 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.

DELIVERY DAYS & AREAS

Our delivery days are Tuesday's and Thursday's.

 

Pooch Palate deliver orders on the North Coast of KZN between Durban North & Tinley Beach.

DELIVERY FEES

All orders over R300 qualify for free delivery.

Orders Under R300 delivery fees:

  • Within 10km radius of Ballito R50.00

  • Within 40km radius of Ballito North – R100.00

SHIPPING, BACKORDER AND PARTIAL SHIPMENTS

  • Orders typically ship within 1 to 5 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 completely once all items are in stock. 

  • If you have run out of food, please call us directly or email woof@poochpalate.co.za for urgent arrangements, in which case we will part-deliver your order.  

INTERNATIONAL SHIPMENTS & PO BOXES

  • 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.

WHERE DO WE DELIVER TO?

  • We operate a distribution service throughout Ballito and surrounding areas, as defined in Delivery Zones. When you are successfully registered as a website user we will notify you of the delivery day(s).

  • Occasionally, there will be areas of KZN North Coast 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 woof@poochpalate.co.za to find out if we are able to deliver to you. In the instance that we do not serve your area, we are able to arrange for you to collect your order from our dispatch point in Ballito.

  • 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 10am 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 9am and 4.30pm on the relevant delivery day and you must be available to accept the goods within those times.

  • Upon delivery you may 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: woof@poochpalate.co.za within a period of 24 hours, providing us with your invoice number, account name, 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.

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