Shipping policy

BLACK FRIDAY AND PEAK PERIODS

During Black Friday and other busy periods, stock confirmation, dispatch and courier delivery may take longer than usual. Products marked “Available to Order” may take approximately 4–5 working days to arrive from our suppliers before dispatch. We will let you know if your order is affected and provide an updated estimate.

ORDERS AND PAYMENT

After you place an order, the Coastal Pets team will confirm availability from our retail store or supplier. If an item is unavailable or the delivery estimate changes, we will contact you with your options.

We accept the payment methods offered at checkout through PayFast. Cash on delivery or collection is available only where that option is offered or arranged with us. If paying cash, please have the exact amount available, as our drivers may not carry change.

We prepare orders for dispatch once payment has cleared, or once an agreed cash payment arrangement has been confirmed.

Working days are Monday to Friday, excluding South African public holidays. We do not dispatch courier orders on weekends or public holidays. Delivery estimates begin once stock and payment are confirmed.

IN-STORE COLLECTION

Orders may be collected from Coastal Aquariums and Pet Supplies in Gqeberha (Port Elizabeth) during retail trading hours. Please wait for our “Ready for Collection” notification before visiting, even if the product is marked “In Stock” online. Bring your order number and collect your order from the pet counter.

If we need to obtain stock from a supplier or warehouse, we will advise you when it is ready.

LOCAL DELIVERY

The following services depend on stock availability, cleared payment, the delivery address and driver capacity:

  • Gqeberha, Jeffreys Bay, St Francis Bay and Humansdorp: Same-day delivery may be available for orders confirmed before 11:00, Monday to Friday.

  • Boknes, Kenton-on-Sea, Port Alfred and East London: Delivery may be available on the next working day for orders confirmed before 11:00, Monday to Thursday.

  • Makhanda (Grahamstown): Courier collections take place on Mondays and Wednesdays. Orders must be confirmed before 11:00 to be considered for that day’s collection.

We will confirm the applicable delivery arrangement with you. These timeframes are estimates until we confirm a delivery date.

If our driver cannot gain access or reach you at the delivery address, they will try to contact you by WhatsApp or phone. If delivery cannot be completed, we will arrange collection or a further delivery attempt with you. An additional delivery charge may apply where a further trip is required because the recipient was unavailable.

Gqeberha delivery charges

Delivery area Order value Charge
Within 8 km of the store R350 or more Free
Within 8 km of the store Less than R350 R65
More than 8 km and up to 15 km Any value R65
More than 15 km Any value Courier rate shown or confirmed for the address

Distance is measured from our store. We will confirm any charge that cannot be calculated at checkout before proceeding with delivery.

NATIONWIDE COURIER DELIVERY

We use The Courier Guy and other courier or collection-point providers where available. We do not send parcels through the South African Post Office. Please provide a complete physical address, or select an available collection point at checkout.

Courier charges are calculated at checkout where possible. Orders of R1,500 or more qualify for free standard nationwide delivery of eligible dry goods, subject to the exclusions below. Products marked “Free Shipping” also qualify where indicated on the product listing.

Free shipping does not automatically apply to livestock, glass aquariums, orders over 20 kg, unusually bulky orders, or products specifically excluded from the offer. Remote or outlying destinations may also attract an additional charge. If a charge cannot be calculated at checkout, we will contact you with the cost for your approval before dispatch. You may decline the additional charge and cancel the affected order for a refund.

Once your order is dispatched, we will send you tracking details where the delivery service provides them.

ESTIMATED DELIVERY TIMES

  • In-stock dry goods: Usually 3–4 working days after dispatch, depending on the destination and courier.

  • Available-to-order items: Usually 3–8 working days, including the time needed to obtain stock. Please contact us before ordering if you need the item by a particular date.

  • Aquarium tanks: Usually 10–12 working days, subject to availability and a suitable delivery arrangement.

If your order contains items with different availability dates, we will normally dispatch them together when all items are ready. Contact us if you would prefer separate deliveries; additional shipping charges may apply.

For priority delivery of dry goods, place your order before 11:00 so that we can attempt to meet the courier’s 12:00 booking deadline. Priority service depends on stock and courier availability. Orders placed late in the week, including Fridays, may only be dispatched on the following Monday.

Delivery times are estimates. If we cannot meet an agreed delivery date, we will contact you promptly to arrange a new date or another remedy available under South African consumer law.

AQUARIUM TANKS

Glass aquariums require special handling. Please contact us before ordering so that we can confirm the available delivery method, cost and expected timeframe. Check the tank when it is delivered and tell us promptly if it is damaged. Your rights under South African consumer law are unaffected by the delivery method.

LIVESTOCK SHIPPING AND LIVE ARRIVAL

Livestock shipping is charged per polystyrene transport box. The final charge depends on the number of animals, box size, destination and available service. We dispatch livestock Monday to Wednesday only, when a suitable service and weather conditions allow. We may delay dispatch if temperatures or transport conditions could put the animals at risk, and we will contact you to arrange a suitable date.

Fish are packed with oxygen, and heat packs are used when appropriate in winter. Please be available to receive or collect your livestock promptly and follow the care instructions provided.

Live Arrival Guarantee: If livestock arrives deceased, contact us within one hour of delivery or collection. Send your order number and clear photographs showing the animal in its original, unopened transport bag or packaging, together with the packaging and courier label. Do not discard the packaging until we have reviewed your claim. We will assess the evidence and arrange a suitable remedy. Where a credit is agreed for a deceased animal, it will cover the animal’s purchase price; shipping charges are assessed separately according to the circumstances and your rights under applicable law.

The one-hour reporting period helps us assess what happened during transport. It does not remove any rights you have under South African law.

PUDO AND PARGO COLLECTIONS

For Pudo, collect your parcel within the collection period stated in Pudo’s arrival notification. If the period expires, Pudo may move or return the parcel. Contact us promptly if you have difficulty collecting it. A new delivery or collection arrangement may carry an additional charge.

For Pargo, follow the collection instructions in Pargo’s email or SMS. Bring the collection code and any identification requested in the notification. If someone else will collect for you, check Pargo’s requirements first. Uncollected parcels may be returned after Pargo’s stated collection period. Pargo’s terms and conditions apply to its collection service.

UNAVAILABLE ITEMS, CANCELLATIONS AND REFUNDS

If an ordered item is unavailable, we will tell you as soon as possible. You may choose an available alternative, wait for stock by agreement, or request a refund for the unavailable item. We will not substitute a product or issue store credit in place of a refund without your agreement.

We aim to process approved refunds within 3–5 working days. The time it takes for the funds to appear in your account may depend on your bank or payment provider. Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.