Shipping Policy

1. OVERVIEW

This Shipping Policy explains how Pet Union ships orders, the role of our shipping partner (Bob Go), vendor responsibilities, delivery expectations, costs and claims. It applies to all marketplace orders unless a vendor listing states otherwise.

2. SHIPPING PROVIDER (BOB GO)

Bob Go is our primary shipping platform partner. Bob Go aggregates multiple courier partners, provides waybill generation, pickup scheduling, tracking and locker (Bob Box) delivery options. Merchants may choose pay‑as‑you‑go or subscribe to paid plans for discounted rates and advanced features.

3. SHIPPING OPTIONS AND SERVICE LEVELS

• Standard / Economy: cost‑effective, longer transit windows.
• Express / Next day: faster delivery where available.
• Same‑day: available in selected zones and subject to cutoffs.
• Locker delivery (Bob Box): secure pickup with OTP code for customers.

4. RATES, BILLING AND SUBSCRIPTIONS

Shipping fees are calculated per parcel at checkout using live courier quotes based on origin, destination, weight, dimensions and service level. Bob Go offers subscription tiers (monthly plans) that may provide discounted rates; subscription fees are charged in addition to per‑parcel shipping fees.

5. PICKUP, MULTI-ORIGIN & FULFILMENT

Vendors may register multiple pickup origins (stores, warehouses). Bob Go supports scheduled courier collections from registered origins or merchant drop‑offs at Bob Box or partner depots. Ensure each order includes the correct origin postcode so quotes and pickups are accurate.

6. PACKAGING, DIMENSIONS & SURCHARGES

Vendors must package items securely and declare accurate weight and dimensions. Surcharges (fuel, remote area, oversized) may apply and are included in live quotes.

7. DELIVERY TIMES, TRACKING & NOTIFICATIONS

All shipments include tracking and email/SMS notifications. Locker deliveries use OTPs. Allow for carrier transit windows and service cutoffs for same‑day services.

8. FAILED DELIVERIES, RETURNS & REFUNDS

Failed delivery attempts follow carrier rules. Returns are handled per vendor return policies and RMA procedures. Customers are responsible for return shipping unless a prepaid return is authorised for defective items.

9. INTEGRATION & MERCHANT RESPONSIBILITIES

Merchants should integrate their sales channels with Bob Go to enable live rates, auto‑fulfil and scheduled pickups. Vendors remain responsible for accurate listings, timely fulfilment and packaging.

10. LIABILITY, INSURANCE & CLAIMS

Merchants may purchase insurance for high‑value items. For loss or damage, retain proof of postage, photos and follow Bob Go and courier partner claim procedures. Pet Union will assist where appropriate.

11. CONTACT US

Questions about shipping or Bob Go integration: orders@petunion.co.za or support@petunion.co.za.