FREQUENTLY ASKED QUESTIONS
Discover all the essential information you need for placing, tracking, and managing your orders with Mooipote. From adding items to your cart to receiving your package, we guide you through every step.
ORDERS
How do I find the perfect size for my dog?
Struggling to find the perfect size? Every products size is displayed in their description. If you need more guidence you can head over to our size chart page and have a look how and where measure.
For further assistance you can contact us in any way and we will help you to find the perfect size and fit for your dog.
Can I change my order after check-out?
Yes, if we're able to catch it in time, we can update your order before it's out for delivery. As soon as possible, please reach out to us via WhatsApp 082 3880 359
Can I change my delivery address after I have placed my order?
If you have placed an order with us and realise shortly after placing your order that you put in the wrong address, misspelled a word or made a mistake with your postal code - don’t stress, we can help!
(Scenario A)
If you realise the mistake DIRECTLY after placing your order, and the order has not yet been out fo delivery, then our team can help. Please WhatsApp us urgently on: 082 3880 359
(Scenario B)
If you want to change your address but your order has already been out for delivery, then you need to reach out to our courier company (Courier Guy). You will have to give them a call and ask them to change your address on their side. We cannot change your address after your order has been shipped.
You will receive your local courier company's contact details in the confirmation email from them.
*To know if your order has been out for delivery, please check your emails. You will have received a confirmation email.
What to do if I'm struggling with my checkout process?
Message us in any way you would like and tell us what went wrong/ what problem you are experiencing. We will then guide you through the process and sort out the problem.
How does delivery work when I purchase a Gift Card online?
Our virtual gift cards are digital items so there are NO delivery costs! Your virtual Gift Card will be sent to the email that you provided at checkout. If you would like to purchase a physical gift card, you can do so by contacting us: info@mooipote.com
Learn about our return policy, how to initiate a return or exchange, and the timeframes involved. We're here to ensure that your experience is as smooth and convenient as possible, making it easy to get exactly what you need.
RETURNS & EXCHANGES
How does it work when I want to return an item?
You can have a look at our 'return policy'.
Fill in the form on our return page and tell us why you would like to return the product/ products.
DAMAGED - WE PAY
WRONG SIZE - CUSTOMER PAY
If you don't see something you like OR if we don't have stock available, you are more than welcome to exchange it for a gift card OR store credit on your Mooipote account.
When will I receive my refund Gift Card/ Store Credits?
Refunds will be processed within 2-5 business days of Mooipote receiving the returned parcel.
Choose between two options:
- Gift Card: Your gift card will be sent to the email address that you contacted us on.
- Store Credits: Your Store Credits will be available on your Mooipote store account - available to use anytime at checkout.
Please note that the product(s) will first be inspected upon arrival in our warehouse. If we find that the product is not in the original condition with original packaging and swing tags attached, we have the right to reject the return. We will send the product back to you.
From delivery options and costs to estimated arrival times, we provide all the details to ensure your Mooipote package reaches you swiftly and securely. Learn about our domestic services, how to track your order, and what to do if you encounter any issues during delivery.
DELIVERY
Where does Mooipote courier to?
We courier all over South-africa, to your door, for only R85.
Delivery takes between 2-5 business days. That gives us enough time to check your order, make sure everything is working and not damaged, pack it and deliver it to you.
Track your order?
After we send your order out, you will receive an Email from us with your waybill number and link to track your order.
You will be informed by the Courier company for any updates on your delivery status.
Delivery companies we use: Pudo/ Courier Guy
Who should I contact for delivery/ courier issues?
If you experience any issues with your delivery after you have received your delivery confirmation email, please contact support@thecourierguy.co.za with your name, address, tracking number and description of your issue.
The team at The Courier Guy will be able to assist you directly.
If you have any queries before your package is on its way to you, you're welcome to contact us at info@mooipote.com for assistance.
How long does it take to get my package?
Delivery takes about 2-5 working days from when your order has been fulfilled. E.g. If you order on a Saturday, your package will be out for delivery on Monday and will reach you within that week.
On average this is when you can expect your delivery:
- Cape Town and surrounds: ±2-4 working days
- Main Centres (Johannesburg, Pretoria, Durban, etc.): ± 2-5 working days
- Outlying Areas: ± 3-5 working days
You will receive a confirmation email with a tracking number which you can use to track your parcel all the way to your door. You can also track your order by visiting the "Track Your Order" section under "Delivery" on our website navigation. All you need is your order number!
Please note: During big sale days, there might be a slight delay.
How can I get FREE delivery?
All orders above R1250 qualify for free delivery, even on major sale days!
Add Items to your cart, go to the check-out page and the shipping/ delivery will automatically jump to zero. Digital products do not contribute to the free shipping amount.
Explore answers to all your general questions about Mooipote. Whether you're curious about our brand, product details, sizing, or policies, this section covers a wide range of topics to help you get the most out of your shopping experience.
GENERAL QUESTIONS
What is M-Bucks?
We’re excited to show our appreciation through our exclusive rewards program! By creating an account, you’ll earn M-Bucks for various activities on our site, such as referrals, purchases, reviews, shares and follows. These M-Bucks can be redeemed for discounts on future purchases and store credits—the more M-Bucks you collect, the more you save!
200 M-Bucks = R1 in store credit / discount
How to access your M-Bucks?
Just head over to Rewards page and sign up/ log in and view your M-Bucks.
What makes mooipote products different from products I can buy at my local pet shop?
We create the best essential items - from waterproof and adjustable dog leashes, more durable for weather, dirt-resistant and easy to wash products. They are lighweight, comforable and bacteria-free. Which is very hard to find. We provide a pleasant, uncomplicated shopping experience.
How do I clean my PVC leash & collar?
Hand wash. ONLY wash with washpowder or normal soap. DO NOT BLEACH. Wet wipe should also work.
Can I machine wash the harness?
Yes you can. Hand wash or machine wash with low water. No bleach.
DO NOT apply any heat to mooipote products OR tumble dry. ONLY air dry.
What is the Giveback program of Mooipote?
We partner with animal rescue organizations across South Africa, focusing on those dealing with high levels of animal abandonment, neglect, and health issues. Our mission is to support rescue efforts, provide essential healthcare, and equip foster dogs with the gear and care they need to thrive.
By supporting Mooipote, you help us contribute to their vital mission through financial donations, fundraisers and donating 5% of your order value help and support them. Every contribution goes directly to The Angel Project - dedicated to giving these animals a second chance.