FAQ's

Q1. Do I need to setup an account in order to buy from Cool Paws?
A1. You can place an order on www.coolpaws.co.za without having to setup a customer account. Once you’ve made your purchase you’ll be given the option to complete the setup of your Cool Paws account by simply providing a suitable password. You do not have to do this, though.
We recommend that you do setup an account so that you can track the progress of your order, track your order history, and amend your address details as required. You can create an account before you begin shopping by clicking on the “My Account” link on the homepage.
Q2. What payment methods does Cool Paws utilise?
A2. We currently accept payment via Credit Card (Visa or Mastercard) as well as Electronic Fund Transfer (EFT) and Internet Banking (Instant EFT).
Q3. Is shopping on www.coolpaws.co.za safe? Do you store my credit card details and/or share my personal data?
A3. Shopping on www.coolpaws.co.za is entirely safe. Our shop is hosted on secure and professionally managed servers. In addition, we do not store any credit or debit card details. Processing of card payments is dealt with securely by our local payments processing partner Payfast.co.za, one of the largest payments processors in South Africa.
For more detail on PayFast refer to www.payfast.co.za
Cool Paws respects personal privacy, we will never share or sell your personal information or contact information with any third party.
Please refer to our Privacy Policy.
Q4. How and when will I receive my goods?
A4. Like many online shops, Cool Paws utilises the services of courier companies to deliver your goods to your address. Delivery typically takes between 2-5 working days for in-stock items, but may take longer when an item is out of stock. In such instances we will contact you to advise you accordingly. You will need to sign for your goods, or appoint someone to sign for them on your behalf. When doing the latter, please advise us accordingly by emailing info@coolpaws.co.za or by noting this in the delivery instructions section of your basket on check out.
Q5. Is there a charge for delivery?
A5. Orders R450 and over* are delivered free of charge to all major centres throughout South Africa.
Cool Paws applies a delivery charge for all orders under R450 in value. The standard charge is a flat R90 using either door-to-door or counter-to-counter courier services. More expensive options are available for specific circumstances (such as delivery of heavy items). *To read more about delivery, please refer to our Delivery page.
Q6. What is a "Major Centre"?
A6. The Major Centres that we currently deliver to are listed below:
- Bloemfontein
- Cape Town
- Durban
- East London
- George
- Johannesburg
- Port Elizabeth
- Pretoria
Deliveries to major city centres will take between 3 - 5 working days. Please allow additional time for deliveries to outlying areas.
If you have any questions on whether we can deliver to your area, please contact us.
Q7. Something went wrong with my order / not all of my products arrived. What do I do!?
A7. Contact us at info@coolpaws.co.za or by telephone on 083 390 6663 or 082 840 0448, give us your order number and we’ll investigate to find out what went wrong.
Q8. Can I return a product?
A8. Yes. Cool Paws offers a 100% money back guarantee. If you’re not satisfied with the product and wish to return it, let us know why and we will honour your request and process your refund.
We will take every reasonable step to ensure we don’t send you damaged products. Should you wish to return an item that is damaged, and we are confident that the item was not damaged due to your error, we will gladly replace the product.
Refer to our Delivery Policy for refunds and returns information.
Q9. Can I collect my order?
A9. In special circumstances we will try to accommodate collection by yourself or your courier service.
Please email or call us to arrange a suitable pick up time.
Q10. Can I add a product to a wishlist so that it can be purchased later?
A10. Yes of course. Once you’ve identified the product you can add it to your wishlist by clicking on the “Add to wish list” button.
When you’re ready to purchase the items in your wish list, you can access your wish list by clicking on “My WishList”. You can then continue shopping and buy the products you have selected before.
Q11. Why am I being charged a delivery fee?
A11. We are a small company. We cannot offer complimentary delivery for orders under R450. Delivery charges in South Africa are very high. So rather than raising our prices and offering free delivery, we have tried to keep our prices as well as the delivery charges at a minimum.