Orange Grove Vet Delivery and Returns Policy
Please note that this Delivery and Returns Policy is to be read in conjunction with Orange Grove Veterinary Hospital’s Terms and Conditions and Privacy Policy as part of the Agreement between you and Orange Grove Veterinary Hospital.
Delivery Schedule
Please note that Orange Grove Veterinary Hospital offers free delivery under certain conditions to all major centres throughout South Africa, including Johannesburg, Pretoria, Cape Town, Durban, East London and Port Elizabeth. Regretfully, at this point, we do not deliver to other surrounding areas. Please see the below schedule for further details:
Johannesburg and surrounding areas:
Orders below R500.00 (Five hundred rand) – R75.00 (Seventy five rand) delivery fee.
Orders above R500 (Five hundred rand) – Free delivery.
Pretoria, Nelspruit, Bloemfontein, Cape Town, Durban, East London and Port Elizabeth:
Orders below R1000.00 (One thousand rand) – R110 (One hundred and ten rand) delivery fee.
Orders above R1000.00 (One thousand rand) – Free delivery.
Delivery times
- Orange Grove Veterinary Hospital deliveries are made on a Monday – Friday between 09:00 – 17:00 (excluding public holidays).
- Most orders are dispatched within a 24 hour period after receipt of payment and online tracking of your order is provided. Orange Grove Veterinary Hospital aims to make all deliveries within a 3 (three) day period after dispatch. For specialty products, the delivery estimate for those items may be longer than the 3 working days so kindly allow more time for these items to reach you. Please allow orders delivered to areas outside Gauteng to take between 3 – 5 working days.
- Once you have confirmed your address and you have received confirmation of your order, we regret that no changes to address may be made for that particular delivery.
- Upon receipt of the delivery, the person receiving the delivery will be requested to sign the delivery note indicating that the products have been received in good condition. Orange Grove Veterinary Hospital reserves the right to request verification of identification if necessary. Any person accepting receipt of the products on your behalf is presumed to have the authority to do so.
- In the event that nobody is able to receive your delivery at the expected time of delivery, Orange Grove Veterinary Hospital will keep the products in our possession and leave notice of failure of attempted delivery. In such an event, the driver will contact you in order to re-arrange another time for delivery and Orange Grove Veterinary Hospital reserves the right to charge you an additional delivery fee should it be required.
- Orange Grove Veterinary Hospital outsources the delivery and collection of its products and accordingly, Orange Grove Veterinary Hospital cannot be held liable for any loss or damage arising as a result of or in connection with any delay in arrangements caused by third parties.
- For more information on deliveries, please contact us via email on orders@ogvh.co.za.
Late deliveries
Should there be an unforeseen delay of any nature, Orange Grove Veterinary Hospital will notify you accordingly and provide you with an estimated delivery delay time period where possible. In the event that you are unable to wait a longer time period for delivery or accept delivery of an alternative product as a substitute, Orange Grove Veterinary Hospital will refund you in full or give you the option to credit your Orange Grove Veterinary Hospital account.
Returns and Refunds
- In the unlikely event that any of Orange Grove Veterinary Hospital’s products are defective or we have delivered the incorrect product to you, we request that you inform Orange Grove Veterinary Hospital within a period of 15 (fifteen) days of the defect via email on orders@ogvh.co.za whereafter Orange Grove Veterinary Hospital will arrange for the collection of the products and replacement at our cost and/or refund of the Orange Grove Veterinary Hospital products where necessary. Please note that Orange Grove Veterinary Hospital will not replace or refund you for any products that have been tampered with or used.
- We reserve the right to charge a 10 (ten) % administrative fee on returns should the process incur significant administrative expenses.
Click & Collect orders
For “Click & Collect” orders, once you have received confirmation of your order, it may take between 24 – 72 hours to be prepared for collection. Orders placed on weekends and/or public holidays will only be processed the following working day. You will be contacted electronically or telephonically when your order is ready for collection.