Shipping & Returns:

Shipping Policy

Shipping Timing:

Orders are usually shipped between 2 and 10 working days from date of order, depending on the products selected and the turn around times from both the supplier and courier companies.

Should stock be unavailable from a supplier (out of stock/recently discontinued,etc.), the customer will be notified immediately and given the option of swapping the item or obtaining a refund. (Ref: Refund Policy).

Our Pets will assist where possible should there be a delay in the expected delivery time due to the courier company. Once the order has left Our Pets premises, it is the customers responsibility to track and follow up on the status of the delivery with the relevant courier company.

Please contact us for assistance should the need arise. Once your order has been shipped you will receive a tracking number and details of the courier company. The status of the order can be tracked by logging onto the courier companies website (which will be sent to you via email once your order has been shipped) and entering your tracking number into their search field.

Delivery to rural areas may cost more. Feel free to contact us at for a quote on delivery or to check where your area falls. 

While couriers normally deliver within the above specified times, these times are estimates and cannot be guaranteed. Our Pets cannot be held liable for delays in delivery times. We assist you as much as possible should there be delays.


*The Courier chosen to deliver your order will depend on where the delivery location is*

Fastway Couriers Costs:

To Be Confirmed.

The Courier Guy Costs:

To Be Confirmed.

Delivery Address:

A DAYTIME physical address must be provided for parcels shipped/delivered by either The Courier Guy or Fastway. Courier companies unfortunately cannot guarantee specific delivery times, but it will be during working hours from Monday to Friday.

Please ensure that you include your FULL ADDRESS - including suburb and correct postal code.

If you want your parcel delivered on a specific day (e.g. a Monday or Wednesday), please make a note of this in the comment block when placing your order.

If the courier has attempted to deliver the parcel twice and has been unable to do so due to the residence / business being closed or vacant, a re-delivery fee of R200.00 will be charged.

Return & Refund Policy


A receipt or proof or purchase will be required to complete a return.

Please do not send your product back to the manufacturer.

partial refunds may be granted under certain circumstances, where applicable.

Non - Returnable Items:

  • Certain health care items.

  • Sale items cannot be refunded.

  • Any item not in its original condition, which is damaged or missing parts for reasons not due to our error.

  • Any item that is returned more than 15 days after delivery, unless still under manufacturers guarantee or communicated with us via email and agreed upon by Our Pets.

  • Shipping costs.

Refunds (if applicable):

Once your return has been received and inspected, you will be notified by email of the receipt thereof. You will be notified of the approval or rejection of your refund within 7 working days from it's receipt.

Once IF approved, the refund will be processed, and a credit automatically applied to your credit card or by EFT to the original payers bank account.

Late or Missing Refunds (if applicable):

If no refund has been received:

  • Check email to confirm the return has been received and accepted.

  • Check your bank account again.

  • Contact your credit card company directly.

  • Contact your bank.

If you have still not received your refund then please contact Our Pets at​ 

Please be aware that your refund may take some time before it is processed.

Exchanges or Replacements (if applicable):

Defective/damaged items will be considered for replacement/exchange. A request for replacement/exchange should be emailed to The defective/damaged item should be sent to: Our Pets Norwood, 45 Grant Avenue Norwood, Johannesburg, 2192, South Africa.


Returned goods should be shipped to: Our Pets Norwood, 45 Grant Avenue Norwood, Johannesburg, 2192, South Africa.

The customer is responsible for shipping costs of returned items. Shipping costs on returned goods are non-refundable and will be deducted. If you receive a refund, the cost of shipping will be deducted from the value/amount of the refund.
Delivery time for exchanges will vary, depending on the delivery address.Items valued over R500, should have a trackable shipping service or shipping insurance should be purchased to safeguard, as far as possible, the returned item is received by Our Pets.