What currency are the prices do I see in the site?
All prices are in ZAR.

I just placed an order, when will it ship?
We try our best to ship items as fast as we can. Please allow 4-7 days production time for your order to ship out, average shipping times are 3-7 days.
Tracking numbers will be updated 3-5 days after your order has been SHIPPED. If you don't have a tracking number after 7 business please email us at bestpetstore20@gmail.com.

I am not in love with my order, can it be returned? What if there is an issue?
We offer a 100 % money back guarantee, if the product is defective or damaged. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include all a name and order number on the returned parcels.
Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

Refunds on Perishable Goods:

SA Pet Store does not offer refunds on perishable goods whether the items have been opened or remain unopened. Perishable goods, including but not limited to food, treats and certain pet care products, are non-refundable once they leave our possession.

We take the utmost care to ensure the quality and freshness of all perishable products at the time of purchase and delivery. However, due to their nature, perishable goods have limited shelf life and may deteriorate or spoil over time.

Customers are encouraged to carefully review their orders before finalizing the purchase of perishable items to ensure accuracy and suitability. It is the customer's responsibility to store perishable goods correctly and in accordance with the manufacturer's guidelines to maintain their quality and safety.

In the event of any issues with the quality or condition of perishable goods upon receipt, customers are requested to contact SA Pet Store within 2 days of delivery. We will work diligently to address any concerns or defects related to packaging or delivery that may have affected the perishable items.

For all other non-perishable items, our standard refund policy shall apply as outlined in the respective section of these terms and conditions.

By placing an order for perishable goods on SA Pet Store's website, customers acknowledge and agree to the terms specified in this clause and the limited refund policy for such items.

Can I cancel my order?
You are able to cancel your order with no penalty! You must cancel your order before it ships.

I have entered an incorrect address what do I do now?
If you have misspelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double check if the address given is wrong kindly notify us via email at bestpetstore20@gmail.com. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

How long does shipping take?
Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. The average shipping time is 3-7 business days.

Stock Unavailability Clause:
In the event that any product(s) ordered by the customer is/are found to be unavailable or out of stock after placing an order and making payment, SA Pet Store shall promptly inform the customer about the unavailability. SA Pet Store reserves the right to:

a) Offer a suitable replacement product of equal value or specification, subject to the customer's approval, if available.

b) Provide a full refund of the purchase amount to the customer's original payment method within a reasonable time, as per the provisions of the Consumer Protection Act.

SA Pet Store shall not be held liable for any damages or losses incurred due to stock unavailability. The customer agrees to accept the remedies provided above as their sole and exclusive remedy in case of stock unavailability.

Incorrect Pricing Clause:
While SA Pet Store makes every effort to ensure the accuracy of pricing information displayed on the website, errors may occasionally occur. In the event that a product is listed at an incorrect price due to typographical, technical, or other error, SA Pet Store reserves the right to:

a) Cancel the order and provide a full refund of the purchase amount to the customer's original payment method as per the provisions of the Consumer Protection Act.


b) Offer the customer the option to proceed with the purchase at the correct price subject to the customer's agreement.

SA Pet Store shall not be held liable for any damages or losses resulting from incorrect pricing. The customer agrees to accept the remedies provided above as their sole and exclusive remedy in case of incorrect pricing.

Reservation of Rights under the Consumer Protection Act:
SA Pet Store acknowledges and respects the rights of consumers as provided for in the Consumer Protection Act. Any provisions in these terms and conditions that may limit or exempt SA Pet Store from liability will be interpreted in a manner that is consistent with the CPA.

SA Pet Store reserves the right to amend, modify, or update these terms and conditions in accordance with the applicable laws and regulations, including the Consumer Protection Act. Any changes will be published on the SA Pet Store website and will become effective upon publication.

By continuing to use the SA Pet Store website and services, the customer agrees to be bound by the latest version of these terms and conditions and any amendments thereto.

Limited Availability During Sale:
During promotional sales or special offers, items on sale may be limited to a specific number of customers and are available only while stocks last. 

Customers are advised to place their orders promptly during the sale period to secure the discounted items. In the event that the sale items become unavailable due to high demand or stock depletion, SA Pet Store shall not be held responsible and customers cannot claim against the company for unfulfilled orders.

Full Refunds:
If, during a sale, SA Pet Store is unable to fulfill an order due to stock depletion, customers will be promptly notified of the unavailability and a full refund will be issued to the customer's original payment method without delay.

SA Pet Store reserves the right to cancel or modify any sale promotion at its discretion, including limiting the number of customers eligible for the sale and adjusting the terms of the sale, without prior notice.

By placing an order during a sale, the customer agrees to the terms and conditions outlined above and acknowledges that stock availability is subject to change during promotional periods.

I have a question that wasn't answered, can you please help?
Absolutely! Please send us an email to bestpetstore20@gmail.com and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.