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Frequently Asked Questions
Find answers to common questions about shopping with NURTAPAW, from placing your order to delivery, returns and product information.
Orders & Payment
What payment methods do you accept?
Available payment methods are displayed securely at checkout. The options available to you may vary depending on your selected payment method and location.
How do I know if my order was successful?
Once your order has been successfully placed, you'll receive an order confirmation at the email address provided during checkout. Please check your spam or junk folder if you don't see it in your inbox.
Can I change or cancel my order after placing it?
If you need to change or cancel an order, please contact us as soon as possible. We'll do our best to assist, but once an order has entered processing or been dispatched, changes or cancellations may no longer be possible.
I entered the wrong delivery address. What should I do?
Contact us as soon as possible with your order number and the correct delivery information. If your order hasn't yet entered processing or been dispatched, we may be able to update it. We can't guarantee address changes once fulfilment has begun.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Shipping & Delivery
Where does NURTAPAW deliver?
NURTAPAW currently serves customers in South Africa. Available delivery options and any applicable charges are shown during checkout.
How long will my order take to arrive?
Delivery times can vary depending on the product, destination and fulfilment requirements. Estimated delivery information will be provided through our Shipping Policy and, where applicable, during the ordering process.
Will I receive tracking information?
Where tracking is available, you'll receive tracking details after your order has been dispatched. Please allow some time for the carrier's tracking system to update after receiving your tracking information.
Why haven't my tracking details updated?
Tracking information may take some time to update after dispatch, and there can occasionally be gaps between carrier scans. If your tracking hasn't updated for an extended period, contact our customer care team and we'll help you investigate.
Could items in the same order arrive separately?
In some cases, products may be fulfilled or shipped separately. This means items from the same order could arrive in more than one parcel.
Will I have to pay customs or import duties?
Most NURTAPAW orders are shipped using delivery methods where applicable duties and import charges are handled as part of the shipping process. This means customers will generally not be required to pay additional customs charges upon delivery.
However, shipping methods may vary depending on the product and destination. Where different conditions apply, we aim to make this clear during the ordering process.
Returns & Refunds
Can I return an item?
Eligible items may be returned in accordance with our Returns & Refunds Policy. Please review the policy before submitting a return request, as conditions and exclusions may apply.
What should I do if my order arrives damaged or incorrect?
Please contact our customer care team as soon as possible with your order number and clear photographs of the item and packaging. We'll review the issue and advise you on the next steps.
When will I receive my refund?
Once an approved return or refund has been processed, the time required for the funds to appear can vary depending on your payment provider. We'll notify you when the refund has been processed from our side.
Can I exchange an item?
Exchange availability depends on the item and circumstances. Contact us with your order details and we'll advise you on the available options.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Products & Care
How do I know which product is right for my pet?
Each product page includes information about its intended use, specifications and suitability. Please review these details carefully before ordering. If you're still unsure, contact us and we'll help you find the most suitable option from our range.
Are NURTAPAW products suitable for all pets?
Suitability varies by product, pet size, breed and intended use. Always review the individual product information and instructions before use.
How should I care for my NURTAPAW products?
Care instructions vary between products. Follow the cleaning, charging, storage and usage instructions supplied with your product or displayed on its product page.
Do your products come with instructions?
Where instructions are required for safe or effective use, relevant guidance may be included with the product or provided on the product page.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Still Need a Hand?
Can't find what you're looking for? Our customer care team is here to help with questions about products, orders and delivery.