Question 1

What if my package arrives damaged?

Accepted Answer

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.

Question 2

What if my package is lost by the courier?

Accepted Answer

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.

Question 3

What if my package is delayed?

Accepted Answer

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.

Question 4

Can I collect my order in person?

Accepted Answer

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.

Question 5

Do you offer international shipping?

Accepted Answer

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.

Question 6

Can I track my order?

Accepted Answer

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

Question 7

How much is shipping?

Accepted Answer

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.

Question 8

How long does delivery take?

Accepted Answer

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.

Question 9

What shipping methods do you use?

Accepted Answer

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.

Question 10

Can I change or cancel my order?

Accepted Answer

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 !

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