We ship our products worldwide and can ensure our clients that we only make use of the best courier services in the business to handle our shipments to our customers.
We cannot take responsibility for the performance or non-performance of any courier company. We will however do whatever we can to assist our customers in order to resolve a possible shipment issue.
International Shipping Disclaimer
You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand and cannot give you an estimate of the cost as charges vary around the world.
As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information.
It remains your full responsibility to verify the customs, duties charges, and procedures in your country prior to placing your order.
If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.
If you require products to be delivered by a certain date, please email firstname.lastname@example.org to verify your product availability. We will do everything from our side to meet your delivery requirements and make necessary arrangements with the couriers.
Note that Valgray can however not guarantee a certain delivery date or time frame for delivery for any product or order. Any listed time for a shipping method must therefore only be taken as an estimate only. For orders with deadlines, we strongly recommend that you place your orders well in advance.
The customer accepts full responsibility to file any claim(s) with the carrier for damaged and/or lost shipments. We are not responsible for mis-delivery errors via carrier, or incorrect shipping info provided by the customer.
Valgray is not responsible for any lost, misplaced, or delayed shipments or damaged freight by the freight carriers after they have been dispatched.
Valgray cannot be held responsible / liable for lost or stolen packages that have delivery confirmation to the address that was provided.
Customer queries and complaints
We aim for complete customer satisfaction. We respect our customers' rights and always try to comply with best practice and all relevant laws.
If you are experiencing problems with a shipment and cannot resolve an with the courier, please contact us and have your shipment tracking number including your Valgray sales order (SO) number ready so that we can assist you from our side.
We are proud of the reputation of our goods and our customer service and we will try our best to assist you in resolving your problem.
Shipping costs will only be covered by Valgray (Pty) Ltd in the event where the error occurred on our side.
Valgray customer support contact details
We try our best to cater to every breed, but some doggos might need a little extra at-home customisation to achieve the perfect fit. Our PVC-coated nylon straps are soft, making adjustments at home very easy. Use a standard leather punching tool to add additional holes, or use a utility knife to trim the length of your collar.
Interested in learning about the paws and humans behind Valgray? Learn about our journey and how we give back on Valgray, This Is How Our Story Started!