FAQ

Getting Started

How do I register with Red puppy?

To register as a user, click here or on Register at the top of the Red puppy website and create an
account. We’ll need your phone, address, e-mail address, confirm email address, password and if you
are a vendor it will add first name, second name, shop URL and contact number.

How do I buy something from Red puppy?

  1. Find the product you wish to buy

Keyword search boxes are located on nearly every page of the website. You will also find links to browse lists and more detailed product-specific searches in the top and left navigation bar of each department. When you find a product that interests you, click the title or name of the product to see its details, including availability and dispatch estimate times.

  1. Add to cart

Found the products you want to buy? Click on Add to cart. Your shopping cart contains all the products that you have selected to buy. Once you’ve added a product to your shopping cart, you can go back and keep searching and adding to your cart. You can access the contents of your shopping cart at any time by clicking on the gold cart button at the top right of any page on the Red puppy website.

  1. Checkout

3.1. Click Proceed to Checkout after you’ve reviewed the items in your Shopping Cart.

3.2. If prompted, sign in to your account or create a new account if this is your first order.

3.3. Choose your delivery method:

3.3.1. Courier delivery to your door

3.4. Choose your payment method. Be sure you’ve applied any Gift Vouchers or coupon codes you want to use on your order.

3.5. Review your order details and complete payment.

Payment
When do I qualify for COD?

Cash on delivery (COD) is not offered at the moment but it is on the pipeline, look out for further communication

What are my payment options?

Payment can be made via:

Credit & Debit Card

Maestro & Visa Electron

Ozow: EFT with Ozow enables you to make EFT payments that clear immediately. ABSA, Capitec, FNB, Nedbank, Standard Bank and Investec are supported.

PayFast: EFT with PayFast enables you to make instant EFT payments that clear immediately. FNB, Nedbank, Standard Bank & Investec are supported.

Can I pay using EFT?

Yes, Red puppy has two Instant EFT payment options via payment partners Ozow and PayFast.
Instant EFT is a payment service that allows you to pay via EFT without the hassle of a waiting period or additional fees.

Ozow

Ozow is an Instant EFT payment option available to all customers who bank with Capitec, ABSA, First National Bank, Investec, Nedbank or Standard Bank. Ozow allows for electronic funds to be transferred inter-bank directly into the seller’s bank account, in real time, using the current infrastructure of your bank’s internet banking functionality.

How it works:

  1. Select Instant EFT as your payment option during checkout and click on the Ozow option – then select your bank
  2. Login using your internet banking credentials
  3. Select an account to pay from and enter a reference for your records
  4. The automated process will navigate and populate the relevant fields on your behalf in the background
  5. Your bank will send you an OTP (one-time password) or mobile authentication to your mobile phone to verify the payment
  6. Enter your OTP or accept the authentication message
  7. Payment is complete

Benefits:

  1. Your order status will be updated immediately
  2. There is no need to send through a proof of payment
  3. There is no need to wait for funds to reflect in our account
  4. There is no need to enter Red puppy’s banking details or order reference number

Is it safe?

  • Ozow guarantees the highest levels of security when paying online
  • Ozow has a Thawte EV SSL encryption certificate which gives our payment processing service an extremely high level of security
  • Ozow acts as a proxy between the buyer and the bank to facilitate a faster, safer and easier payment process for both the buyer and the seller
  • Your online banking login details are NOT stored by Ozow

PayFast
PayFast is an Instant EFT payment option available to all customers who bank with Capitec, ABSA, First National Bank, Investec, Nedbank or Standard Bank.

How it works
There are two ways to make an EFT payment using PayFast; Automatic EFT and Manual EFT.

Automatic EFT

  1. Select Instant EFT as your payment option during the checkout process and click on the PayFast option, selecting Instant EFT.
  2. Select your preferred bank.
  3. Login using your internet banking credentials.
  4. Select an account to pay from and enter a reference for your records.
  5. The automated process will navigate and populate the relevant fields on your behalf in the background.
  6. Your bank will send you an OTP (one-time-pin) or mobile authentication to your mobile phone to verify the payment.
  7. Enter your OTP or accept the authentication message when prompted.
  8. Payment will then be completed.

Benefits to using Automatic EFT:

  1. Your order status will be updated immediately.
  2. There is no need to send through a proof of payment.
  3. There is no need to wait for funds to reflect in our account.
  4. There is no need to enter Red puppy’s banking details or an order reference number.

Manual EFT (Only available to ABSA, First National Bank, Nedbank and Standard Bank customers)

  1. Select Instant EFT as your payment method during the checkout process and click on the PayFast option, selecting Instant EFT.
  2. Select the “Make an EFT payment from your bank” option at the bottom of the page.
  3. You will be redirected to the PayFast payment engine where you’ll be prompted to pay the appropriate amount via EFT from your internet banking site.
  4. PayFast account details and a unique reference number will be provided to you by PayFast during the payment process.
  5. After completing your EFT payment on your internet banking site, return to the PayFast screen and click the “COMPLETE” button.
  6. Receipt of your payment will be verified and your order completed.
  7. You will be notified of successful payments and completion of your order via email.

Benefits to using Manual EFT:

  1. No manual reconciliation or missing payments.
  2. Instant confirmation of funds received.
  3. No delay in authorisation and delivery of your order.
  4. No special software needed.

Is it safe?

  • PayFast guarantees the highest levels of security when paying online.
  • PayFast has a Thawte EV SSL encryption certificate which gives our payment processing service an extremely high level of security.
  • PayFast acts as a proxy between the buyer and the bank to facilitate a faster, safer and easier payment process for both the buyer and the seller.
  • Your online banking login details are NOT stored by PayFast.

Can I pay with cash?

No

When will my Instant EFT payment clear?

When paying by Instant EFT, there will be no waiting period before your payment is received and your order is authorised.

When will my credit card be charged?

Your credit card will be charged after the successful placing of your order and the approval of your card. If there are any problems, you’ll hear from us.

Exchanges & Returns

What if I don’t have the original shipping packaging?

You are responsible for packing the product safely and securely for return to ensure against damage in transit. Please include the return reference number in the parcel so that we can easily identify your return

What is Red puppy’s return policy?

View our Returns Policy here.

How do I return a product?

  1. Log your exchange / return request on the website or app
    Login to your Red puppy account on the website or app and initiate the exchange or return process by completing the online request form.

Click here to log your exchange or return now.

  1. Prepare the return parcel
    Pack the product in its original packaging (if you still have it), and into a shipping box or other packaging to protect the products during transit. Remember that if you are returning a product because you changed your mind, you must have the original product packaging – which must be intact and undamaged (but you do not have to have the original shipping packaging). Unboxed Deals have slightly different requirements – please see the Unboxed Deals FAQ below.

Please include the return reference (the RRN number at the top of your email) in or on the outside of the parcel so that we can easily identify your return.

  1. Courier collectionOur couriers will contact you within 1 to 2 business days after you have logged your return, to arrange the collection.
  2. Exchange or replacement / account creditedOnce your returned product has been validated by Red puppy’s quality team, your account will be credited, unless you have requested a replacement or an exchange.

Once your Red puppy account has been credited, you can use the credit towards other purchase on the website.

Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.

If you’re returning a sale product, the reduced price paid at the time of the transaction will be refunded back to you.

If you have used a Gift Voucher or Promotional Coupon on an order from which you are returning one or more products, please refer to our terms and conditions here for more information on how these credits and refunds will be processed.

How long does it take to process my return?

In general, once we have received the returned product, your return request will be processed within 10 days. Once your returned product has been validated, your account will be credited, unless you requested a replacement, refund or an exchange.

However, for products that fall within the extended supplier’s warranty, the process can take up to 21 days. At that stage, because we want your experience to be as good as possible – if the supplier or manufacturer has offered you a repair/ replacement but it takes longer than 21 days to resolve the matter, we will get in touch with you to see if you would rather receive a credit/ refund directly from us.

For refunds, please note that your bank can take 3-5 business days to clear the funds back into your bank account.

How do I know if you received my return?

You will receive an email notification once your return has been received at our warehouse.

What are the options available for a return?

When logging your exchange/return request, you can select a preferred action. While we will do our best to fulfil this preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. The available options are dependent on the reason for the return, and include the following:

  • Credit my account – The amount is credited to your Red puppy account.
  • Exchange – You can request an exchange if you’d like a different size and/or colour of the same product, which is available. Exchanges are only available for apparel, sportswear and shoes that have a size or colour variation.
  • Replace this product – If you have received a product in a defective or damaged condition, you may request a replacement product, if it is available. Unboxed Deals have slightly different requirements – please see the Unboxed Deals FAQ below.
  • Refund – Once you have received confirmation that your account has been credited, you can request a refund instead of the account credit. Please note that we only refund to the payment method that you originally used– i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.

How long does it take for me to receive a refund?

If you request a refund after your account has been credited for a return, we will process your request instantly. For bank deposits and credit card refunds, it may take 3-5 business days, depending on your bank’s processing times, for the funds to reflect in your account.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT.

What if I change my mind about my purchase?

If you have changed your mind about a product you bought from us, you can return it to us at no charge, provided that:

  • you request a return within 30 daysof receiving your order (after 30 days, you can only return a product if it is defective);
  • it is undamagedand unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Unboxed Deal);
  • it is not missing any accessoriesor parts;
  • it is not one of these products:
    • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
    • an audio or video recording or computer software that has been unsealed;
    • a newspaper, periodical or magazine;
    • a foodstuff, beverage or other product intended for everyday consumption;
    • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
    • a beauty product or fragrance that has been used;
    • a product which has been personalised for you or made to your specifications.

If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

  • deliver the correct productto you (if the correct product is available) or;
  • credit your accountwith the purchase price of the product or;
  • refund youwith the purchase price of the product.

Do you allow exchanges if I need a different size and/or colour?

Fashion and sportswear products can be exchanged for a different size or colour variation if available (Unboxed Deals can only be exchanged for a variation of the same Unboxed Deal). If you want to exchange your item for a different size or colour, you can return it to us at no charge, provided that:

  • you request a return within 30 daysof receiving your original order (after 30 days, you can only return a product if it is defective)
  • it is undamagedand unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Unboxed Deal);
  • it is not missing any accessoriesor parts;
  • it is not one of these products:
    • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
    • an audio or video recording or computer software that has been unsealed;
    • a newspaper, periodical or magazine;
    • a foodstuff, beverage or other product intended for everyday consumption;
    • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
    • a beauty product or fragrance that has been used;
    • a product which has been personalised for you or made to your specifications.

If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

  • deliver the correct productto you (if the correct product is available) or;
  • credit your accountwith the purchase price of the product or;
  • refund youwith the purchase price of the product.

How do I exchange a product?

If you want to exchange a qualifying product for a different size or colour, simply return the original product within 30 days of delivery for a free exchange.
To request an exchange:

  1. Login to your Red puppy account and go to My Account > Log a Return 
  2. Select the Log New Exchange/Return button
  3. Find the product you wish to return and click the ‘Exchange/Return’ button
  4. Complete the return request form:
    • Select the “Reason for return” as “I want to exchange it for a different size/colour”
    • Select your preferred action as “Exchange”.
    • Specify the new size and/or colour required in the field provided.
  5. Submit the request.

We will confirm via email within 1-2 business days whether the requested product is available and will provide further instructions for the collection of the return product.

If the requested product is available, our courier will deliver it and collect the unwanted product in a single visit. Our couriers will contact you to arrange the exchange.

What if my product stops working (within 6 months of delivery)?

If you notify us of a defect or poor quality within our Standard Warranty period (within 6 months of receiving your original order), you can return it to us at no charge. A ‘defect’ is a material imperfection in the manufacturing of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as a defect:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised alterations to the product;
  • where the specifications of a product do not suit you, although accurately described by Red puppy and generally fit for its intended purpose;
  • in relations to Unboxed Deals, signs of handling and/or repackaging.

If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

  • deliver the correct productto you (if the correct product is available) or;
  • credit your accountwith the purchase price of the product or;
  • refund youwith the purchase price of the product.

What if I received a damaged product?

If you notify us within 7 days of damage to your goods occurring on delivery of your order, you can return it to us at no charge and, if stock is available, we will do our best to immediately arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:

  • replace the correct productto you (if the correct product is available) or;
  • credit your accountwith the purchase price of the product or;
  • refund youwith the purchase price of the product.

Note on Unboxed Deals:
If you request a return of an Unboxed Deal and a repair is not possible, we will see if we have an exact replacement Unboxed Deal product in stock but if we don’t, we will credit or refund you. A new product in perfect condition is not considered the same product as an Unboxed Deal and an exchange of this kind cannot be granted. This is why Unboxed Deals are discounted, compared to products in perfect condition.

Can I return sale products?

Yes, sale products can be returned.

If you’re returning a sale product for a credit, the reduced price paid at the time of purchase will be credited back to you and not the full price.

How long does it take for a refund to be processed once my return is processed?

Credits reflect in your Red puppy account within 24 hours, but refunds may take a further 3-5 business days to reflect in your bank account.

If I receive the wrong product or the product is not as described on the website, what should I do?

If a product is not what you ordered or not as described, you can return it to us at no charge, provided that:

  • you request a return within 30 daysof receiving your order (after 30 days, you can only return a product if it is defective);
  • it is undamagedand unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Unboxed Deal);
  • it is not missing any accessoriesor parts;
  • it is not one of these products:
    • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
    • an audio or video recording or computer software that has been unsealed;
    • a newspaper, periodical or magazine;
    • a foodstuff, beverage or other product intended for everyday consumption;
    • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
    • a beauty product or fragrance that has been used;
    • a product which has been personalised for you or made to your specifications.

If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

  • deliver the correct productto you (if the correct product is available) or;
  • credit your accountwith the purchase price of the product or;
  • refund youwith the purchase price of the product.

Can I return a product without accessories?

Unfortunately not – the complete product has to be returned. This means that if a TV remote is not working, the TV needs to be returned as well, as it would need to be tested with the remote once fixed.

Can I change my collection address once I have logged a return?

Unfortunately not – in such an event please cancel the return and log a new one.

Cancellations

Can I cancel my order?

You are entitled to cancel your order prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy.

How do I cancel my order?

Get in touch with us here to cancel an item or a complete order.

If the order has not yet been paid for, it can simply be cancelled.

If it has been paid for, you have the option of a credit or a full refund.

Shipping and Delivery

Can I change my delivery address?

We unfortunately can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email.

What are my delivery options?

Red puppy offers a convenient methods of delivery:

  • Courier– We deliver directly to your home or office, anywhere in South Africa.  All delivery and tracking details are supplied to you at checkout;

What will delivery cost me?

Free Delivery

Red puppy offers Free Delivery on all orders greater than R450. T&Cs apply.

When do I get it?

Our picking, packing and delivery is linked to what you order, where you want it delivered or collected and how you choose to pay. So delivery and collection times can vary. Estimates are provided below to help you shop, but always check your order’s Estimated Delivery or Estimated Collection Date during checkout for the most accurate delivery information.

Does Red puppy ship internationally?

We do not ship outside of South African borders at this time.

Will I have to sign for my package?

If you’re not able to receive your package personally you are welcome address the delivery to a different recipient by updating the delivery address details. For further assistance you can ask us a question here.

What happens if a product is missing from my shipment?

If you received an incomplete delivery you can notify us here, then our friendly customer service team will be in touch with you to assist.

How do I track my order online?

Once we’ve received your order from our suppliers, we’ll send you an e-mail with tracking details. If in doubt, contact us.

Please note:

  • The countdown in terms of the shipping period begins once your payment has been authorised. For credit cards this means that once the bank gives us an authorisation code. For cash deposits and Internet transfers this means once the funds reflect in our bank account. For cheque deposits, this means once the funds have been cleared, which is usually only 7 days after the deposit.
  • Business days are defined as Mondays to Fridays, excluding public holidays.

General

What happens if a product is out of stock?

If a product goes out of stock, it will reflect as such on the website or will no longer be visible on the website.

We do our best to prevent sales of products that are out of stock, but due to the digital nature of our business the opportunity exists for an item to go out of stock after an order is placed. If you have already ordered the product on the website when it goes out of stock, we’ll let you know. You will then have the option to be refunded or credited for any amount already paid by you, or you can wait until the product comes into stock again.

Where’s my stuff?

Next to each product, you’ll find an estimated time for the product to be dispatched, which is the date it will leave Red puppy’s warehouse. Please note that this is the expected time.

Your order could reach us sooner than expected but delays also occur. As soon as we are notified of a potential delay, you’ll be the first to know. If in doubt you can ask us a question here.

What happens if an item is out of stock?

If an item becomes out of stock, it will reflect as such on the site.

If you have pre-ordered the item, or ordered as part of a “while stocks last” special offer, we’ll let you know. You then have the option to be refunded, or credited or wait until it comes into stock again.

Is it safe to shop with you?

We take the security of your payment and personal information seriously. See section 6 of our Terms and Conditions for details and the Payment FAQ below.

What do I do if I forgot my password?

On the Login page click on the link next to ‘Forgot your password?’ and enter the email address that you account was registered with and click ‘Submit‘. We will email you a link to this email address which you can click on to reset your password.

My email address has changed. How do I update this on my current account?

  • Login with your email address, that your account was registered with, and your password,
  • go to Your Account > Personal Details,
  • change your old email address to your new one and save your changes.
  • Your new email address will be your user Login from now on.

How do I sign up for your newsletters?

If you want to hear about great deals, new products and special offers before anyone else, make sure you are signed up to receive our email newsletters. Signing up is easy:

Go to My Account > Customer Information > Newsletter Subscriptions, and enter your preferred email address.

To help us send you the most exciting news and product information that is most relevant to you, you can even indicate your interests by ticking your favourite departments.

Make sure to click on ‘Save preferences’ to update your account.

How do I use/redeem a gift voucher?

  • Login with your existing email address and user password.
  • Go to My Account
  • Click on Enter A Gift Voucher Code
  • Enter the code on your voucher and click ‘Claim Voucher’. Once you’ve successfully entered the code the amount of the voucher will be loaded as credit on your Red puppy account.
  • Credit will automatically be used when you checkout next time on the Red puppy Website. When shopping on the Mobile App you need to select credit as your payment method.
  • Purchased Gift Vouchers are valid for three years from the date of sale.
  • Note that different rules apply to Promotional Coupons – see the FAQ below.

Alternatively you can also redeem the Gift Voucher during the checkout out process by entering your code in the designated field.

How do I use/redeem a promotional coupon code?

Click HERE for easy instructions on how to use/redeem a Promotional Coupon code.

Pre-order

What is a Pre-order?

Pre-orders allow you to place advance orders for products that have not yet been released. When you place the Pre-order, we then order the product in advance from our suppliers.

Note: release dates are subject to change without prior notice. We’ll try to keep you informed of any potential changes.

When do I get charged for a Pre-order?

Credit Card Pre-orders are charged immediately.

If you’re paying via Bank Deposit, you’ll hear from us when the payment is due.

Note: Standard Bank Autopay is unfortunately not an option on Pre-orders.

Can I mix normal orders with pre-orders?

Unfortunately you can’t mix Pre-orders with normal orders. You also cannot order a variety of Pre-order products in one transaction – checkout will only allow one Pre-order product (of any quantity) per transaction.

How do I cancel a Pre-order?

You are entitled to cancel your Pre-order prior to the point at which you receive a notification that it is being shipped for delivery. To cancel your Pre-order you can get in touch with us here.

What happens if the price of my Pre-order product changes?

If the price of a product you’ve already pre-ordered is dropped before the product is released, we will automatically adjust your Pre-order to the new lower price, and ensure you are charged for the new price. If you have already been charged, or have already deposited money, we will place the difference as credit on your Red puppy account.

If the price of your Pre-ordered product increases, we will temporarily suspend your Pre-order. At the same time we will send you an email, with the option of changing your Pre-order to the new price, or cancelling your pre-order. If we don’t receive any response within 48 hours we’ll cancel the order, and we will refund you for any amount already paid.

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