Shipping & Returns
Shipping Policy
Once we receive your payment please allow us 1-2 working days to be processed for shipping. We make every effort to fulfill orders as quicly as possible.
Personalized (custom order) take up to 5 working days to create and delivery because they are made-to-order.
Once we’ve dispatched your order, we will send you an e-mail or SMS with tracking details.
We deliver by courier services. Deliveries will be made directly to your home, office or anywhere in Namibia (provided in the address). You can choose to collect from pet shop at PlatzAmMeer, Swakopmund. Collection hours: Mon-Thurs: 08h30 – 16h00 and Friday: 08h00-14h00
Delivery costs are:
- orders bellow N$800 - by your own costs
- orders above N$800 - free
- free if you collect the package yourself in Swakopmund
Orders should be received within 2-5 business days. Orders placed on Saturdays, Sundays or public holidays are handled on the Monday or the first working day after (working days exclude Saturdays, Sundays and public holidays).
A parcel is considered lost after it has been in the postal system for a period of 15 business days. We cannot take responsibility for delays caused by the courier. Although orders normally take much less than that we are unable to dispatch a replacement until this period of time has elapsed.
If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery cost to re-deliver your order to a corrected address. We are not responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.
Should a product be damaged or missing any parts or accessories at the time of delivery or collection, please notify us within 7 days of such delivery or collection and we will get back to you.
If you have any questions you are more than welcome to contact us.
Return & Exchange Policy
Thank's for shopping at Sandy's Tail. We want you and your furry friends to be happy but if for any reason you are not satisfied with your purchase or don't love it 100% as we do and wish to return it by refund, we accept returns up to 7 days after delivery.
We will gladly accept unworn, unwashed, unaltered, unused items and in the same condition that you received it. Your item needs to have the proof of purchase.
You must include all accessories and parts that were sold with the product you are returning. It must also be in the original packaging. Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be accepted. Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
No returns:
- Gift cards
- Personalized products
- Made-to-order
- Sale items
- Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.
When you return your product, it's your responsibility to package your products safely and securely for protection during shipping. You will be responsible for paying for your own shipping costs for returning your item. We advise that you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We will immediately notify you that we have received your returned item. Please allow 2 to 4 business days to process the return once it’s received. We will also notify you of the approval or rejection of your refund.
If you are approved, then you will be allowed to exchange the product(s) for any other product(s) of the same value or request a gift voucher to the value of the product(s) you purchased or we can also refund the value of your purchase by EFT. You will be notified via email once the refund has been issued.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Exchanges (if applicable)
If you need to exchange it for the same item, send us an email.
If you have any questions you are more than welcome to contact us.