If your order arrives damaged, please: 1. Take clear photos of the parcel and item(s) immediately 2. Contact us within 48 hours of delivery 3. Include your order number and the photos in your message We will assess the damage and offer a replacement, partial refund, or store credit depending on the situation. Damaged outer packaging that does not affect the product inside (e.g., scuffed box, bent corner) does not always qualify for a return.

If your package is confirmed lost in transit by The Courier Guy, we will replace the item(s) at no cost to you- as long as: • The loss is verified by the courier • You’ve contacted us with your order number and tracking info 🚫 Please note: This replacement policy does not apply to international orders.

If your parcel hasn’t arrived within 5–7 business days, please check your tracking number first. Then contact us with your order number and details, and we’ll follow up with the courier and assist where needed.

Yes! In-person collection in Roodepoort is available by prior arrangement only. If you’d like to collect your order instead of using courier delivery, contact us after placing your order and we’ll coordinate a time and give you the location.

Not yet -but it’s coming soon! We’re working with TUNL to launch international shipping, allowing pet lovers around the world to order from Leash & Treat. Stay tuned via our social media or newsletter.

Yes! You’ll receive a tracking number via email once your order is shipped. Track your parcel on The Courier Guy website.

Shipping is calculated at checkout based on your location and delivery method. • Locker-to-locker is the most affordable option. • Door-to-door may cost more based on your area. Free delivery may apply on larger orders or during promotions.

Standard delivery takes 3–7 business days, depending on your location. Custom, handmade, or pre-order items may take a little longer — we’ll note any delays on the product page or communicate them directly.

We primarily ship with The Courier Guy – PUDO. You can choose: • Locker-to-Locker: Collect from your selected PUDO locker • Door-to-Door: Delivery straight to your address You’ll receive tracking details once your parcel is dispatched.

You can change or cancel your order before it has shipped by contacting us directly. Once an order has been dispatched, we’re unable to make changes - but reach out if you need help and we’ll see what we can do! PLEASE NOTE: No cancellations on Custom Orders !

Email us within 7 days of dispatch at: 📧 info@leashandtreat.co.za Please Include: • Your order number • A description of the issue • Photos We’ll get back to you with return instructions. Once we receive your item back, we’ll process a refund, replacement, or store credit.

Custom, made-to-order, or personalized items are eligible for return or refund on the following terms: • We made a sizing error • You’re unhappy before using or wearing the item In these cases, we may offer to: • Mend or adjust the item • Replace it, if appropriate • Handle return shipping if it’s our mistake Returns must be in original, unused condition.

Once your return is received and approved, refunds are processed within 5–7 business days. Time may vary depending on your payment provider.

If your treats arrived with torn or clearly opened packaging, please contact us within 2 days of dispatch with a clear photo. We’ll assess the situation and offer a replacement, refund, or credit as appropriate.

Due to hygiene and safety, opened treat packs cannot be returned, even if only partly used. We recommend inspecting all items before opening, especially if you’re unsure.

We only accept returns on treats and perishable items within 7 days of shipped date and only if: • The product is mouldy or spoiled • The main packaging is torn or damaged in delivery • You are genuinely unhappy before opening the product Items must be unopened and in original packaging. Email us with your order number and a clear photo to request a return. Refunds, replacements, or store credits are handled case-by-case.

Only if they are unopened and the return request is made within 7 days of dispatch. We do not accept returns on used or opened baking kits.

No - all sale, mystery boxes, clearance items, and limited edition sales are final sale and non-returnable.

Feel free to reach out to us! We’re happy to help ensure the right fit for your pet before you order. Email or message us with your pet’s measurements.

If the issue is our mistake (e.g., wrong size, damaged product), we’ll cover or reimburse return shipping. If the return is based on personal preference or incorrect info provided, return shipping is your responsibility.

We understand not every treat is a hit with every pet! Unfortunately, personal preference or fussy taste does not qualify for a return or refund once the package has been opened.