FAQ

Shipping

How long will my order take?

Orders are processed in 1–3 business days and ship from our fulfillment partner in China. Delivery is tracked. United States: most orders arrive in about 2–3 weeks in total (1–3 business days to ship, then 7–14 business days in transit). The UK, Canada, Australia, New Zealand, Japan and most of Europe: 7–18 business days. Other countries, including South Africa and the rest of Africa, South America, the Middle East and Asia: 12–50 days. Budget Picks take 3–6 weeks and RC & Hobby items about 2–3 weeks.

How much is shipping?

Dog gear and tech. United States: Standard delivery is free. Optional Express takes about 5–9 business days and is priced by order weight: R79 up to 150 g, R89 up to 350 g, R159 up to 1 kg and R479 up to 2 kg (Express is not offered on orders over 2 kg). To the UK, Express takes about 5–8 business days and costs R169 up to 150 g, R179 up to 350 g, R199 up to 1 kg and R269 up to 2 kg in total (this replaces the R119 standard charge). South Africa and everywhere else: a flat R119 per order, tracked, with no Express.

Budget Picks and RC & Hobby. South Africa: free. United States: Standard is US$8, free when the order total is US$70 or more, and Express is US$15, charged in rand at checkout. Everywhere else: a flat R119 per order. They ship separately from the rest of your order.

All prices are charged in rand. Code LAUNCH15 takes 15% off the goods, not off delivery.

Do you ship to my country?

We ship worldwide. Our shipping policy lists the places we can't currently reach.

How do I track my order?

You get a tracking number by email as soon as your order ships. Items in one order may arrive in separate packages. See Track my order.

Why do you ask for my SA ID number?

South African customs need the recipient's ID number to clear an imported parcel. We ask for it in the cart and only use it for that delivery.

Will I pay customs or import fees?

Outside the US, your country's customs or carrier may charge import duties, VAT/GST or handling fees on delivery. These aren't included in our prices or shipping, and they are the buyer's responsibility.

Payment and prices

Why are prices in rand?

All orders are charged in South African rand (ZAR). You can show estimated prices in your currency using the switcher at the top of the site. Your bank converts the final charge and may add a foreign transaction fee.

How do discount codes work?

Enter your code at checkout. Code LAUNCH15 takes 15% off the goods, not off delivery.

Returns

Can I return something?

Yes, within 30 days of delivery. Email bezuidenhoutgavin2005@gmail.com with your order number and the reason, and we'll reply with instructions within 2 business days. Items must be unused or lightly tested, clean and in their original packaging. Return shipping is paid by the customer unless the item arrived damaged, defective or wrong.

My item arrived damaged or wrong. What now?

Email a photo within 7 days of delivery and we'll send a replacement or a full refund at no cost to you.

The size is wrong. Can I exchange it?

Return the original for a refund and place a new order. To get it right first time, check the size guide on the product page and measure your dog first.

Your dog

How do I measure my dog?

Use a soft tape measure. Measure around the neck, around the widest part of the chest, and along the back from the base of the neck to the base of the tail. If your dog is between sizes, choose the larger one. Not sure? Email us the measurements and we'll help.