Scratzme Online Store

F A M O U S - F E L I N E - F U R N I T U R E


Shipping & Returns

BUSINESS HOURS

Scratzme operates during normal business hours from 9am-5pm on weekdays. However, please feel free to browse the site, email us, place an order or request a delivery quote at any time.

ORDERS

TRACKING YOUR ORDER
After you have placed and paid for your order you will receive an email from us keeping you up-to-date with the following information:
1. Confirmation of payment

2. Order email: This will confirm that we have received your order and are processing it. Your order number will be indicated on the mail: please take note of this number for reference purposes.

3. Order Processing Update: You will receive this email if there has been a change to your order. For example, if it has been updated or cancelled, if there is a problem with your order (products not available) or if there is a duplicate order.

4. Delivery Confirmation: We will inform you with which courier company we will deliver your order, together with their contact details and your tracking number for the parcel. Once we have shipped your order you will receive notification of shipment and delivery details. Please remember that delivery times depends on your location, product choice and delivery option chosen. When we are using a courier company to deliver the package to you, you will receive the tracking number in this mail.

5. Delivery Update email: We will always keep you 100% in the loop, so if there's a problem with the delivery to the address provided, or a potential delay, we'll make contact with you immediately.

Alternatively, you can check on Scratzme (under Order Status) to track the progress on your order.


PURCHASING A GIFT VOUCHER
If you want to purchase a Gift Voucher simply select the Rand value of the voucher that you want to purchase. Your purchase will be treated like a typical product purchase in that we will send you a delivery quote (it will be a zero balance of course as we don't actually post/courier the gift voucher) that you will have to select to get to the payment step in the process.
When you purchase the Gift Voucher, you will be able to add the recipient's name and contact details (ie cell number and email address) in the Delivery notes section of your purchase registration.

Once payment has been received, we will contact the recipient with their Voucher number. This Voucher can be used to purchase any product on our web site.
Note:
1) we can not give cash change on a Gift Voucher. If the full value of the voucher is not used, we will create a new voucher for the balance.
2) a voucher on Scratzme will not expire
3) Delivery charges can not be paid for with a Voucher


USING A GIFT VOUCHER
A Scratzme Voucher system operates with a unique number system. To use your 'voucher', simply login and shop like normal, adding your products to your basket.
At Step 3 of the Checkout process, you will be prompted with the question "Do you have a promotional voucher?"
You can paste your unique voucher number into the text box supplied.
The value of the gift voucher will be automatically deducted from your final invoice balance.

If the value of the voucher doesn't cover the entire invoice amount, you will be able to follow the prompts to payment, per usual.
If we owe you change from the purchase (ie the value of the voucher is more than what you have purchased for) we will issue you with a new gift voucher for the value of the change.
A Gift Voucher doesn't expire on Scratzme.
It's that easy to use.
Note: We use the same voucher system for re-imbursements.


GUARANTEES
Scratzme will pass on the guarantees on our products; however, we can not be held liable for the product not meeting expectations. Scratzme and the owners and employees of Scratzme will not be liable for any damages, loss or liability arising from the use or inability to use this website and the products and contents supplied, listed, recommended or referred to on the website. Product descriptions and information are provided by our suppliers. While all reasonable attempts will be made to verify this marketing information, we cannot be held liable should it not match the product exactly.


PAYMENT OPTIONS

CREDIT CARDS
After you receive your delivery quote email, please click on the link in the email to confirm your chosen delivery options and a payment method. You may choose to pay by credit card, direct deposit or EFT.
We unfortunately cannot at this stage accept debit card purchases.
To pay by credit card (Mastercard or Visa only), click on the "pay by credit card" button to proceed to the "Payment Gateway" page.
This will take you to our payment processing partner, where your unique login details will allow you secure and convenient online payments.

If, for some reason, your credit card is rejected, you will be prompted to try again.

3 Domain Security - is a new method of security mandated by the Card Associations to enhance the security of online transactions. Mastercard's product is called "SecureCode" and Visa's product is called "Verified by Visa"
The 3D-Secure refers to three domains involved in the security they are
the Acquiring or Merchant's bank
the Card Association's financial networks ie Mastercard and Visa
the Issuing or Cardholder's bank
Very simply the system authenticates the cardholder before the transaction takes place by diverting the browser to the bank that issued the card, who then request some secret, perhaps a pin, from their cardholder that will conclusively prove that this actually is the cardholder entitled to use this card. Once they are satisfied that this is their cardholder they issue an authentication receipt which is then presented to the merchants bank along with the authorisation request. If the transactions is then approved by the issuing bank they may not charge the transaction back to the merchant because the cardholder disputes the transaction as not being originated by them.


EFT AND DIRECT DEPOSITS
Should you prefer to pay by direct deposit or EFT you will be taken to a page confirming our banking details.
You will be required to fax the copy of your deposit slip to 086 545 6673 or email it to sales@scratzme.com

We cannot order or ship your products without receiving confirmation of your payment.

Our banking details are as follows:
Scratzme cc
First National Bank
Tableview Bayside: 203809
Cheque Account Number: 623 725 11115


DELIVERY POLICY

DELIVERY COSTS
Due to the nature of the items, we mostly make use of couriers that will deliver to your door. You are also welcome to specify your own courier should you like to arrange and pay your own local courier.
Costs of delivery are calculated based on the weight and dimensions of your parcel, the area you wish to have it delivered to, and the speed with which you wish to receive it. Traditional snail mail includes tracking and insurance and is very reliable although it does take 4-5 days from the date we receive the products from the suppliers. Speed Services (counter to counter) usually arrives 24-48 hours from when we send the parcel. This is ideal for smaller, more expensive options.

Once you have chosen the items you wish to purchase and have added them to your basket, click on checkout, register and then click on "request a delivery quote". We will then email you an option for delivery (postage, Speed Services or courier).

Please click on the link in the email to choose the delivery option you prefer and to accept the invoice and choose a payment option.


RESIDENTIAL ADDRESSES
If you would like your parcel delivered by courier to a residential address, we request a neighbour's address and phone number as an alternative delivery address. Should neither you nor your neighbour be available to sign for the products, you will be charged a return visit.


TIMING
Our lead time ranges from 5-7 working days excluding delivery that can add up to another 3 days to your order.

Because our products are manufactured locally, this turnaround time will be reduced where possible. Where specific materials are required, the waiting time could be longer if there is no stock in the country. We will be proactive in contacting you should there be any unexpected delays.

Please note that these are estimated times only - we are reliant on quick turnaround times from both suppliers and courier companies.

On checkout, please advise us if you have a preferred delivery time during the day. While we will do all in our power to meet this time, we are reliant on the courier companies and will keep you updated regarding the timing of your delivery.


COLLECTION
If you would like to collect your purchase from us directly, and you are based in the Cape Town area, you will be offered the option to choose "collection" on the delivery quote email. We are based in Killarney Gardens, Tableview and will contact you to arrange collection times and give you address details.


OVERSIZED / WEEKEND/AFTER HOUR
For emergency deliveries that do not fit our usual delivery schedules, or for products that are extremely big (eg dog houses), additional courier costs will be negotiated.


SHIPPING ALTERNATIVES
We strongly believe in avoiding over-charging for delivery and are thus happy to use alternative shipping methods. Should you have a courier company that you have preferential rates with, we are happy to have them collect your parcel from us.

The Post Office is a popular choice as it is cheaper, reliable and we offer you the option to insure your parcel against loss. We will also package your parcel as securely as we can to avoid any damage - however, we can not accept any liability on your package, or guarantee the turnaround times etc of this service. There are weight restrictions on this service.


HINTS & TIPS FOR KEEPING DELIVERY COSTS DOWN
Delivery costs in SA can be quite expensive and while we do get comparative quotes to keep the delivery portion of your purchase as low as possible, you might find the following tips useful when putting your shopping basket of goodies together:

1) Courier companies' quote for a door-to-door delivery based on a formula of volumetric weight (i.e. the size of the box vs weight of the box) versus actual weight, and will charge you based on the larger of the two.
For example, the actual weight of a vari pet kennel might be 3kg, but the volumetric weight is 18kg and we would thus recommend you go the traditional post office route on such an item that is bulky/big.

2) We always consider how we can maximize on packing space but it's something that you should keep in mind too, when you're putting your shopping basket together.
eg if you're ordering a bulky but light dog bed (that can probably be folded up) we can probably fit a lot of smaller treats and toys inside the folded area for protection and to 'use' that space, or if you're buying a big and heavy kennel it can have additional goodies placed inside (and it won't affect the weight or volumetric weight too much) the cavity to make it more cost-effective.

3) For smaller items with a total weight less than 1kg, Speed Services (overnight counter to counter) is definitely the most cost effective way to go.

4) Share a delivery charge with someone at your office, your neighbor, with family or friends. Place your order together and only pay for 1 delivery charge to a single destination.

5) If the company you work for has negotiated rates with a courier agent, then let us know and we'll happily arrange for your courier agency to do the collection and that way you'll be charged directly by your company's courier agent at hopefully cheaper delivery rates.

6) Where in doubt, the postal route is always cheaper.
We insure all parcels (over R100) we send via the post office and while the lead time can be a bit longer that the courier route, it's definitely always cheaper, and just as reliable.


RETURNS POLICY

All RETURNS
When returning any product, for whatever reason, please ensure that it is returned in its original condition, and returned with the original packaging - including any documentation, manuals, warranty cards and other accessories.
If unopened products are returned for a refund, you will be refunded the purchases costs excluding the delivery costs.
Please note:
• All returns must be in the same condition as they were delivered – remaining in their original manufacturer's packaging if applicable.
• When shipping products back to us, please wrap the items in a secure box and secure with strong tape.
• Contact us for the return address and we will discuss the cheapest option for delivery to us (for example Post Office Counter to Counter may be cheaper than direct to our door).
• The customer will be responsible for the cost of the return of a product where a wrong order was placed.
The rights of the consumer are limited to warranties offered by manufacturers for certain products.
• Partial returns / damaged goods will not receive a full refund.
• If the item returned is not free of pet hair, chew marks, pet odour, debris or any other damage, no refund will be made.
• Please allow 14 – 30 days for your return to be inspected and for us to refund your money. The cost of shipping cannot be refunded.
• Please notify us once you have sent back the product and let us know the tracking number so that we may be on the look out for the product to quickly process your refund or exchange.


PURCHASE ERRORS
We want you and your pets to be 100% satisfied with your purchase.
If you aren't, for any reason (such as if a wrong size or colour is chosen), then please return it to us in the purchase condition you received it in within 7 days of receiving the products.
We can then exchange it for another product or refund the purchase price (excluding the delivery cost).
Refunds will be done within 30 days of date of cancellation. You will be liable for the delivery charge on returning the product to us.

Please note that we cannot always provide the colour or specific character within a series requested for some products as these are dependent on stock available at the supplier.
We will, however, do our best to meet your requirements and will keep you in the loop regarding selecting alternatives or delays.


DELIVERY ERRORS
Errors occasionally do happen. Should you receive the wrong product please contact us within 7 days of receipt of the products and we will organise to have it returned to us and your correct order dispatched asap. You will not be charged the delivery costs for the correct order to be dispatched if the error was made on our side.


DAMAGED ITEMS
Once you have received your products, please check the contents immediately and report any discrepancies or damages to us immediately. We will organise a replacement product for you which will be shipped on receipt on our side of the damaged product.
We will incur all costs of the return on the product and shipment of the new one.

Should a product be faulty / damaged, we will assess the product.
We are restricted to our guarantees and warranties, which may mean fixing the item instead of replacing it.

Should they find the product to be in 100% working condition, and the fault be attributed to incorrect usage, we will not be able to refund or exchange the product.

In most cases, damaged / faulty items have to be returned to the us within 7 days of receipt.


CANCELLATIONS/ CHANGES
We are very flexible and would like to always keep our customers 100% satisfied.
If for some reason you want to cancel or change your order after payment has been made, we will assist you as far as possible with this.
If the parcel has already been shipped, you will need to return it to us in the same condition it was received, at your expense.
If you contact us in time and we haven't shipped your parcel yet, we will happily make the necessary changes in the order. Order changes can result in a revised delivery quote and/or revised discount structure.

Please note that we do reserve the right to a termination penalty on cancellation of large orders.