Shipping Information

How long does delivery take?

Delivery times depend on your location:

  • Johannesburg: Same-day delivery for orders placed before 11:00 AM.
  • Gauteng outside Johannesburg: Within 1 business day.
  • Other provinces in South Africa: Within 2–3 business days.
  • Outlying or remote areas: Within 3–4 business days, depending on courier availability.
Can I request urgent delivery?

Yes. If you need your Puffles order urgently, contact us at hello@puffles.co.za and we'll do our best to help.
How will I know when my order is on its way?

Once your order has been prepared and dispatched, you'll receive the relevant delivery or tracking information where applicable.
What if my delivery is delayed?

Occasionally, courier delays or circumstances outside our control may affect delivery times. If your order is taking longer than expected, contact us at hello@puffles.co.za and we'll happily assist.
Do you ship internationally?

At the moment, our standard shipping policy covers deliveries within South Africa. Please contact us if you have a special delivery request outside South Africa.

Returns and Exchanges

What is Puffles' return policy?

We want you and your pet to be happy with your purchase. If you experience a problem with your order, contact us at hello@puffles.co.za and our team will assist you with the return process.
How do I request a return?

Simply email hello@puffles.co.za with your order number, the product you would like to return, and the reason for the return. Our team will guide you through the next steps.
How long do I have to return an item?

Returns must be requested within the return period specified in our Refund Policy. We recommend contacting us as soon as possible after receiving your order if there is a problem.
Can I return a product if I change my mind?

Depending on the condition of the product and the terms of our Refund Policy, change-of-mind returns may be accepted. The product should be unused, in its original condition and, where possible, in its original packaging.
Can I exchange a product instead of getting a refund?

Where applicable and subject to product availability, we may be able to arrange a replacement or exchange instead of a refund.
What happens after Puffles receives my return?

We'll inspect the returned product and confirm the outcome of your return request. If a refund, replacement or other remedy is approved, we'll let you know what happens next.

Setup & Support

Is it difficult to set up Puffles products?

Not at all! Most of our products are designed with simple setup in mind. Follow the instructions supplied with your product, and contact us if you need assistance.
Can Puffles help me set up my smart pet device?

Absolutely. If you're having trouble getting started, contact hello@puffles.co.za and we'll help you troubleshoot the issue.
My device won't connect to Wi-Fi. What should I do?

Check your Wi-Fi connection and follow the setup instructions supplied with your product. If you're still having trouble, contact us with your product and order details.
What should I do if my product isn't working properly?

First check the troubleshooting instructions provided with the product. If the problem continues, contact us with your order number and, where possible, photos or a short video showing the issue.
Do Puffles smart products require Wi-Fi?

Some smart Puffles products require Wi-Fi to access features such as remote control, scheduling, notifications or camera viewing. Check the individual product description for connectivity requirements.
What happens if my Wi-Fi goes down?

Some functions may continue operating using previously saved settings, while remote features may temporarily become unavailable. This varies by product.
Still have questions?

Can't find the answer you're looking for? Please chat to our friendly team.

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