Frequently Asked Questions

Q1. Do I need to setup an account in order to buy from

A1. You can place an order on without having to setup a customer account. Once you’ve made your purchase you’ll be given the option to complete the setup of your Nuzzle account by simply providing a suitable password. You do not have to do this, though.

We recommend that you do setup an account so that you can track the progress of your order, track your order history, and amend your address details as required. You can create an account before you begin shopping by clicking on the “My Account” link on the homepage, or by clicking here

Q2. What payment methods does accept?

A2. We currently accept payment via Credit Card (Visa or Mastercard) as well as Electronic Fund Transfer (EFT) and Internet Banking (Instant EFT).

Q3. Is shopping on safe? Do you store my credit card details and/or share my personal data?

A3. Shopping on is entirely safe. Our shop is hosted on secure and professionally managed servers. In addition, we do not store any credit or debit card details. Processing of card payments is dealt with securely by our local payments processing partner -, one of the largest payments processors in South Africa.

As an ethical company that respects personal privacy, we will never share or sell your personal information or contact information with any third party.

Q4. How and when will I receive my goods?

A4. Like many online shops, utilises the services of courier companies to get your goods from our premises to your front door. Delivery typically takes between 2-3 working days for in-stock items, but may take longer when an item is out of stock. In such instances we will contact you to advise you accordingly. You will need to sign for your goods, or appoint someone to sign for them on your behalf. When doing the latter, please advise us accordingly by emailing or by noting this in the delivery instructions section of your basket on check out.

Q5. Is there a charge for delivery?

A5. Orders over R500* are delivered free of charge to all major centres throughout South Africa. applies a delivery charge for all orders under R500 in value. The standard charge is a flat R49 using either door-to-door or counter-to-counter courier services. More expensive options are available for specific circumstances (such as delivery of heavy items). *To read more about delivery, please refer to our Delivery Information page.

Q6. What is a "Major Center"?

A6. The Major Centers that we currently deliver to are listed below:

- Bloemfontein

- Cape Town

- Durban

- East London

- George

- Johannesburg

- Port Elizabeth

- Pretoria

If you do not live within one of the above areas, we can still deliver to you using our Counter-to-Counter Speed Services option (provided the contents of your order do not weigh more than 1 kg). This service will deliver to a Post Office anywhere in the country generally within 24 hours (with a notification sent to you thereafter) We are always looking at ways of expanding our delivery capability. If you have any questions on whether we can deliver to your area, please contact us


Q7. Do you keep items in stock? How do I know if an item is out of stock?

A7. Yes, we endeavour to have as much stock on hand as feasible and operate on a “just in time” delivery basis with our suppliers.

Certain categories of items will operate on a longer lead time of 2-3 days. An example of this would be our super premium dog foods, where we will typically order in the less common varieties fresh from our suppliers in order to ensure that you never receive a product that's been on the shelf for too long. 

Where an item has gone out of stock and we expect it to take more than 3 working days to re-stock, our website will indicate this and give you the option to provide us with your email address so that we can notify you once the item is back in stock. 

Q8. Do you ship internationally?

A8. Currently, we’re only able to ship products within the borders of South Africa.

Q9. Something went wrong with my order / not all of my products arrived. What do I do!?

A9. Contact us at or by telephone on 021 461 1000 with your order number to hand, and we’ll investigate to find out what went wrong.