Delivery & Returns Policy
Last updated: 18 June 2025
1. Delivery Policy
| Topic | Details |
|---|---|
| Coverage | Coverage is nationwide across South Africa, providing an overnight delivery option is available from the courier company. |
| Dispatch schedule | Low levels of stock are kept, and orders are made fresh, as they are received. Allow for 5 to 7 days. |
| Transit times | Same day delivery is available in Gauteng. We can send product anywhere in South Africa providing an overnight delivery service is available. If you are in a remote area, please contact us via Whatsapp to enquire on the availability in your area. |
| Shipping method | All raw meals ship frozen in insulated, recyclable packaging with gel-ice packs to maintain the cold chain for up to 48 hours. |
| Shipping fees | Calculated at checkout based on weight, volume, and destination. Free delivery thresholds or promotional rates (if applicable) are displayed at checkout. Courier Cost Disclaimer: |
| Delivery attempts | The courier will attempt delivery to the address supplied. If no-one is available, they will return the parcel to the warehouse and attempt delivery at a a later time. Additional attempts or redirection may incur extra fees, and impact the quality of the frozen product. |
| Risk of loss | Risk transfers to you on successful delivery (signed waybill or GPS/photo proof). Inspect parcels immediately; report shortages or visible damage within 24 hours (see Returns). |
| Self-collection | Collection from our Midrand cold-store is possible by prior arrangement (Mon–Fri, 09:00–16:00). Bring your order-confirmation e-mail and proof of identity. |
2. Returns & Refunds Policy
Because our core products are perishable raw meals, standard “change-of-mind” returns are not accepted. The following provisions apply:
2.1 Eligible Returns
You may request a refund or replacement if:
- Product arrives damaged, spoiled, or thawed beyond 6 °C (verified with a probe or infrared thermometer).
- Incorrect items were supplied (e.g., wrong recipe or size).
- Quantity shortages occur (item missing).
2.2 Reporting Window
Email support@thriverawfoodfordogs.co.za within 7 days of delivery. Include:
- Order number
- Clear photos of exterior packaging & product label
- Description of the issue (e.g., “punctured pouch”, “partially thawed”)
- Temperature reading (if spoilage claimed)
Claims lodged after 7 days, or without adequate evidence, may be declined because we cannot verify cold-chain integrity.
2.3 Resolution Options
If the claim is accepted, at our discretion we will:
- Replace the affected item(s) on the next available shipment; or
- Credit you with a coupon for use on a future order; or
- Refund the item’s purchase price to the original payment method.
Refunds are processed within 5 working days after approval.
2.4 Non-Returnable Items
- Items not stored in accordance with our handling guidelines (e.g., left at ambient temperature).
- Products damaged due to misuse, neglect, or improper thawing.
2.5 Consumer Protection Act (CPA)
Nothing in this policy limits your statutory rights under the CPA. If a product is unsafe, defective, or not fit for purpose, you may be entitled to a repair, replacement, or refund within six months, provided you can demonstrate the defect existed at the time of delivery and you followed recommended storage instructions.
3. Cancellations & Order Changes
- Before dispatch: Email us as soon as possible. If the order has not left our facility, we will cancel and refund in full.
- After dispatch: Orders already in transit cannot be cancelled due to the perishable nature of the goods.
4. Contact
For delivery or returns queries, please contact:
Thrive Food For Dogs – Customer Care
Email: support@thriverawfoodfordogs.co.za
Tel: +27 (0) 84 435 3502
Hours: Mon–Fri, 08:00 – 17:00 (excluding public holidays)
By completing a purchase, you acknowledge that you have read, understood, and agree to this Delivery & Returns Policy.