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SHIPPING & RETURNS

Shipping Policy ROOTS TO TAILS

At Roots to Tails, every purchase you make directly supports our mission: providing essential veterinary care for animals in need and creating sustainable employment opportunities for vulnerable women in South Africa. We are deeply grateful for your support and want you to feel confident when shopping with us.



Shipping

Domestic (South Africa)

  • Processing time: Orders are usually dispatched within 3–5 business days after payment confirmation.

  • Delivery time: Standard delivery takes 3–7 business days depending on your location.

  • Courier services: We partner with trusted courier services to ensure safe delivery of your products.

  • Shipping fees: Calculated at checkout based on weight and delivery address.
     

International

  • Processing time: Orders are dispatched within 5–7 business days after payment confirmation.

  • Delivery time: International shipping times vary depending on the destination and customs processes. Typically, deliveries take 10–30 business days.

  • Customs & duties: Any customs duties, import taxes, or related fees are the responsibility of the buyer. Please check your local regulations before placing an order.

  • Shipping fees: Calculated at checkout and may vary by region.

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Return & Exchange Policy

Because our products are made from natural ingredients and for hygiene and safety reasons:
 

  • Opened or used products cannot be returned or exchanged.

  • Unopened domestic orders may be eligible for return within 7 days of delivery, provided the item is in its original condition and packaging. Buyers are responsible for return shipping costs.

  • International orders are final sale – we do not accept returns or exchanges for items shipped outside South Africa.


Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 7 days of delivery at roots2tails@gmail.com with your order number and photographs of the item(s). We will arrange a replacement or refund where applicable.


Refunds

Refunds (where applicable) are processed once returned items are received and inspected. Refunds will be issued to the original method of payment. Please allow up to 10 business days for processing.

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