We strive to make ordering simple, secure and convenient. Please read the information below to understand how our ordering and delivery process works.
How to Place an Order
- Browse our products and select the items you would like to purchase.
- Choose the quantity required.
- Click Add to Cart.
- When you are ready, click Proceed to Checkout.
- Enter your billing and delivery information.
- Select your preferred payment method.
- Complete your payment securely through our payment gateway.
- You will receive an email confirming that we have received your order.
Order Confirmation
Once your order has been successfully placed, you will receive an order confirmation email containing:
- Your order number
- A summary of your purchase
- Billing and delivery details
- Payment confirmation
If you do not receive an order confirmation email within a few minutes, please check your spam or junk folder before contacting us.
Payment Methods
We use secure payment processing to protect your information.
Accepted payment methods may include:
- Debit Cards
- Credit Cards
- Instant EFT
- QR Payments
- Other payment methods available through our payment gateway
All payments are processed securely through trusted third-party payment providers.
Order Processing
Orders are processed during normal business hours:
Monday to Friday
08:00 to 17:00
Orders received outside business hours, on weekends or public holidays will be processed on the next business day.
Most orders are prepared and dispatched within 1 to 7 business days, subject to product availability.
Delivery Areas
We currently deliver throughout South Africa.
Delivery availability may vary depending on your location and the courier services available in your area.
Certain remote areas may require additional delivery time.
Delivery Costs
Delivery costs are calculated during checkout based on:
- Delivery destination
- Parcel size and weight
- Courier rates
The delivery fee will be displayed before payment is completed.
Order Tracking
Where available, tracking information will be provided once your order has been dispatched.
You may use the tracking number supplied by the courier to monitor the progress of your delivery.
Delivery Requirements
Please ensure that:
- The delivery address is accurate and complete.
- Someone is available to receive the parcel during normal delivery hours.
- A valid contact number is supplied with the order.
Additional delivery charges may apply if a parcel must be redelivered due to incorrect information or failed delivery attempts.
Damaged or Incorrect Items
If you receive a damaged, defective or incorrect item, please contact us within 2 days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging
We will investigate and assist with a suitable resolution.
Returns & Refunds
Returns and refunds are subject to our Returns Policy and applicable South African consumer protection legislation.
Products must generally be returned:
- In their original condition
- In original packaging where applicable
- Within the applicable return period
Certain products may not be eligible for return due to health, hygiene or safety considerations.
Product Availability
While we make every effort to maintain accurate stock levels, products are subject to availability.
If an item becomes unavailable after an order has been placed, we will contact you to discuss:
- A replacement product
- A credit
- A refund
Customer Support
If you require assistance with an order, delivery or product enquiry, please contact us.
Email: support@candlpetco.co.za
We are committed to providing excellent service and ensuring that your shopping experience with C & L Pet Co is simple, secure and enjoyable.
