Help & policies

Delivery Policy

How we make, pack and deliver your memorial, carefully, to anywhere in South Africa.

Last updated: 8 October 2026

Made in 1 business dayOnce paid and artwork approved
Delivered nationwideBy The Courier Guy
Door or PUDO lockerChoose at checkout
Report damage in 48 hoursWe'll make it right
On this page
  1. General
  2. Delivery areas
  3. Production time
  4. Dispatch and delivery
  5. Delivery timeframes
  6. Shipping fees
  7. Risk and delivery confirmation
  8. Ownership
  9. Delivery address accuracy
  10. Failed deliveries
  11. Damaged deliveries
  12. Lost parcels
  13. Returns and refunds
  14. Delays beyond our control
  15. Contact information

1General

This Delivery Policy applies to all orders placed through the PET MEMORIALS website. By placing an order, you acknowledge and accept this Delivery Policy.

2Delivery Areas

PET MEMORIALS currently delivers throughout South Africa. Deliveries to remote or outlying areas may require additional transit time and courier charges.

3Production Time

As our products are handmade and personalised, production only commences once:

  • Full payment has been received;
  • All required personalisation information has been supplied;
  • Artwork approval has been received where applicable.

Once full payment, all personalisation information and artwork approval (where applicable) have been received, most orders are engraved and packed within 1 business day. Our courier partner collects on the next available collection day. During peak periods (such as December) production may take slightly longer, and we will let you know if your order is affected.

Production times are estimates only and may vary during peak periods or due to circumstances beyond our reasonable control.

4Dispatch and Delivery

PET MEMORIALS uses The Courier Guy as its primary delivery partner. During checkout, customers may select from available delivery options, including:

  • Door-to-Door Delivery;
  • Door-to-Locker Delivery (PUDO Locker);
  • Locker-to-Locker Delivery (where available).

Delivery times displayed during checkout are estimates supplied by the courier and are not guaranteed.

5Delivery Timeframes

Estimated courier delivery times after dispatch are:

1–4 daysMajor metropolitan areas
2–5 daysRegional areas
3–7 daysRemote areas

All times are in business days. Delivery timeframes are estimates only and are not guaranteed.

6Shipping Fees

6.1 Shipping fees are calculated during checkout.

6.2 Shipping charges may vary based on:

  • Destination;
  • Parcel dimensions;
  • Weight;
  • Courier requirements.

6.3 Any additional delivery charges applicable to remote locations will be communicated before dispatch.

7Risk and Delivery Confirmation

Risk of loss or damage passes to the customer upon successful delivery by The Courier Guy.

Door-to-Door deliveries

Proof of delivery may include:

  • Recipient signature;
  • OTP/PIN confirmation;
  • GPS delivery confirmation;
  • Delivery photograph.

PUDO Locker deliveries

Proof of delivery occurs when:

  • The parcel is successfully deposited into the selected locker; and
  • The collection PIN or access code has been issued to the customer.

8Ownership

8.1 Ownership of products passes to the customer upon full payment.

8.2 Delivery confirmation may include:

  • Recipient signature;
  • OTP/PIN confirmation;
  • GPS delivery confirmation;
  • Delivery photograph;
  • Courier delivery confirmation; or
  • PUDO locker collection records.

9Delivery Address Accuracy

9.1 Customers are responsible for providing accurate delivery information.

9.2 PET MEMORIALS shall not be responsible for delays, failed deliveries, or additional costs arising from incorrect information supplied by customers.

9.3 Additional courier charges resulting from address correction, redirected deliveries, or re-delivery attempts may be charged to the customer.

10Failed Deliveries

Where delivery cannot be completed due to:

  • Incorrect address details;
  • Failure to accept delivery;
  • Failure to collect a parcel from a PUDO locker;
  • Failure to respond to courier communication;

the customer may be responsible for any additional courier or re-delivery charges incurred.

11Damaged Deliveries

Customers should inspect parcels immediately upon receipt or collection. Any transit damage should be reported to PET MEMORIALS within forty-eight (48) hours of delivery or locker collection to assist with courier investigations.

Customers may be required to provide:

  • Photographs of the damaged item;
  • Photographs of the packaging;
  • Courier delivery information.

Failure to report transit damage within 48 hours may affect our ability to recover costs from the courier but does not limit any rights afforded to consumers under the Consumer Protection Act.

12Lost Parcels

Where The Courier Guy confirms that a parcel has been lost in transit before successful delivery, PET MEMORIALS will, subject to stock availability and the circumstances of the claim, either:

  • Manufacture and dispatch a replacement product; or
  • Provide a refund.

Custom-made products may require a new production period before replacement dispatch.

13Returns and Refunds

Our full returns, cancellations and refunds terms, including personalised products, defective items and gift cards, are set out in our separate Returns & Refunds Policy.

Read our Returns & Refunds Policy

14Delays Beyond Our Control

PET MEMORIALS shall not be liable for delays caused by circumstances beyond our reasonable control, including but not limited to:

  • Courier disruptions;
  • Severe weather conditions;
  • Strikes;
  • Civil unrest;
  • Power outages;
  • Government restrictions;
  • Acts of God; or
  • Other unforeseen events beyond our reasonable control.

15Contact Information

For delivery-related queries, please contact:

Business
PET MEMORIALS
Email
info@petmemorials.co.za
Telephone
075 194 6311
Website
www.petmemorials.co.za
Hours
Monday to Friday, 08:00 – 17:00
Chat on WhatsApp Email us