Shipping policy

Mason Paw Co – Shipping & Delivery Policy

Last Updated: 18 August 2026

At Mason Paw Co, we know how exciting it is to receive something special for your furry family member. 

We carefully prepare every order and work with trusted delivery partners to ensure your Mason Paw Co goodies arrive safely and as quickly as possible.

1. Where We Deliver

Mason Paw Co currently delivers throughout South Africa.

Delivery availability and delivery times may vary depending on your location and the courier service available in your area.

2. Order Processing

Once your order has been placed and payment has been successfully confirmed, we will begin preparing your order.

Orders are generally processed within 1–2 business days.

Orders are not normally processed or dispatched on weekends or South African public holidays.

During sales, promotions, festive periods or periods of unusually high demand, processing may take slightly longer.

3. Delivery Times

Our estimated delivery times are:

  • Major metropolitan areas: 5-10 business days

  • Regional areas: 5-10 business days

  • Remote areas: 5–10 business days

These are estimated delivery times and not guaranteed delivery dates.

Unexpected delays may occur due to courier volumes, public holidays, weather conditions, road closures or other circumstances outside our reasonable control.

4. Shipping Costs

Your applicable shipping fee will be displayed at checkout before payment is completed.

Shipping costs may depend on:

  • Delivery location;

  • Parcel size and weight;

  • Number of items ordered; and

  • Courier service used.

Mason Paw Co may occasionally offer free shipping promotions or free shipping above a specified order value. Any applicable promotion will be clearly displayed on our website or at checkout.

5. Tracking Your Order

Once your order has been dispatched, we will provide tracking information where available.

You can use your tracking number to follow the progress of your delivery.

Please note that tracking information may take some time to update after the parcel has been collected by the courier.

6. Delivery Address

Please carefully check your delivery address and contact details before completing your order.

An incorrect or incomplete address may result in delivery delays or additional delivery charges.

If you realise that your address is incorrect, please contact us immediately. We will do our best to make changes before your order is dispatched, but changes cannot always be guaranteed after dispatch.

7. Missed Deliveries

If you are unavailable when the courier attempts delivery, the courier may contact you or arrange another delivery attempt, depending on their procedures.

Additional delivery charges may apply if a parcel needs to be re-dispatched due to an incorrect address or circumstances caused by the customer.

8. Damaged Parcels

We take care when packaging every Mason Paw Co order.

If your parcel arrives visibly damaged, please:

  1. Take photographs of the parcel before opening it, where possible.

  2. Photograph any damaged products and packaging.

  3. Contact Mason Paw Co as soon as possible.

  4. Provide your order number and photographs.

We will investigate the matter and work with you and our delivery partner to find an appropriate solution.

9. Incorrect or Missing Products

If you receive an incorrect product or an item is missing from your order, please contact us as soon as possible.

Please provide:

  • Your order number;

  • Your name;

  • Details of the missing or incorrect item; and

  • Photographs where applicable.

We will investigate and assist with an appropriate resolution.

10. Delayed Deliveries

We do our best to ensure orders arrive within the estimated delivery period. However, courier delays can occasionally occur.

Delays may be caused by:

  • High courier volumes;

  • Public holidays;

  • Severe weather;

  • Road closures;

  • Courier network disruptions;

  • Remote delivery locations;

  • Incorrect delivery information; or

  • Other circumstances outside our reasonable control.

If your order appears to be significantly delayed, please contact us so that we can assist with tracking the shipment.

11. Lost Parcels

If a parcel is confirmed as lost by the relevant courier, Mason Paw Co will investigate the matter with the courier.

Where applicable, we will arrange an appropriate resolution, which may include a replacement or refund in accordance with applicable consumer law.

12. Delivery Responsibility

Mason Paw Co will handle your order and delivery in accordance with applicable South African consumer legislation.

Nothing in this Shipping Policy is intended to remove or limit any consumer rights that cannot legally be excluded.

13. International Shipping

Mason Paw Co currently focuses on deliveries within South Africa.

If international shipping becomes available, additional shipping costs, customs duties, import taxes and other charges may apply and will be communicated where applicable.

14. Contact Us

Have a question about your delivery?

We're happy to help. 🐾

Please contact Mason Paw Co Customer Support using the contact details provided on our website.

When contacting us about an order, please include your order number so we can assist you as quickly as possible.

Our Shipping Promise 🐾

At Mason Paw Co, we believe your shopping experience should be as enjoyable as receiving your order.

We carefully pack every order and work with trusted delivery partners to bring quality products from our home to yours.

Mason Paw Co
Premium products for modern pet parents.