Free Delivery over R800

Delivery in 1–3 days

Shipping policy

Petworld Online Shipping Policy

Effective Date: 1 February 2025
Last updated: 19 May 2025

At Petworld Online, we believe your pets deserve prompt, safe, and affordable deliveries. That’s why we’re constantly working to improve how your pet essentials get to your door. This policy outlines our delivery options, rates, timeframes, and how we handle special cases like large or delayed shipments—so you can shop with confidence.

1. Shipping Services and Order Processing

We dispatch orders via trusted national courier partners, with service types selected based on your location, parcel weight, and delivery timing.

  • Orders placed before 16:00 (Monday–Friday) are processed and prepared for courier collection on the same business day.
  • Orders placed after 16:00 are processed the next business day.
  • Processing includes picking, packing, and labelling. Courier pickup may occur the same day or the following business day depending on dispatch schedules.
  • No orders are processed, dispatched, or delivered on weekends or public holidays.
  • A tracking link will be sent once your parcel is dispatched.

Delivery estimates begin after the courier collects your parcel—not from the time of order placement.

2. Delivery Timeframes

Delivery Zone

Estimated Time (Post Dispatch)

Major Urban Areas

2–3 business days

Regional Areas

Up to 5 business days

Remote/Outlying Areas

Add 2–3 days to regional timeframe

 

While we aim to meet these timeframes consistently, delays can occur due to:

  • High volume periods
  • Weather or road disruptions
  • Courier delays or stock reallocation between warehouses

If your parcel has not arrived within 5 business days after dispatch, please contact us at customerservice@petworld.co.za.

3. Shipping Costs and Free Delivery

We’ve designed a region-based shipping structure to ensure affordable access to quality service.

Region

Delivery Fee (if below threshold)

Free Shipping Threshold

Gauteng & Western Cape

R95 (under R799)

R800 and above

Eastern Cape, Free State, Mpumalanga, North West

R129 (under R799)

R800 and above

Northern Cape

R149 (under R799)

R800 and above

KwaZulu-Natal

R139 (under R799)

R800 and above

Limpopo

R129 (under R799)

R800 and above

 

Note:

  • Free delivery thresholds apply to the order subtotal before discounts.
  • Shipping rates apply per order, not per item.
  • Orders close to the free delivery threshold can qualify by adding a small item.

4. Large & Bulky Orders (Over 30kg)

Orders exceeding 30kg in weight do not qualify for free delivery, even if the total order value exceeds the free shipping threshold. These parcels require special handling and incur additional courier charges.

Weight Bracket

Additional Surcharge

30–40kg

R98

40kg+

R128

 

These surcharges are automatically applied at checkout based on your cart’s total weight.

If a free shipping option appears in error for heavy parcels, we reserve the right to contact you to arrange correct payment before dispatch.

5. Order Tracking and Status

  • You will receive a tracking email as soon as your order is dispatched.
  • You can view real-time delivery updates via the tracking link.
  • If your order appears delayed or is not tracking correctly, please email customerservice@petworld.co.za.

6. Out-of-Stock Items and Fulfillment Holds

In rare cases, part of your order may be temporarily unavailable from the assigned warehouse location. To maintain inventory accuracy:

  • We may place your order on hold for up to 2 business days while stock is transferred or replenished.
  • You will be notified if this affects dispatch timing.
  • If an item becomes unavailable, we’ll offer a replacement, credit, or full refund.

7. Address Accuracy and Delivery Conditions

  • Ensure your delivery address is correct and complete at checkout.
  • Courier delivery occurs Monday to Friday between 08:00–17:00. Specific delivery times cannot be guaranteed.
  • If delivery is unsuccessful after two attempts, re-delivery fees may apply.
  • If you'd like us to deliver to a neighbour or colleague if you're unavailable, please leave a clear note at checkout.

8. Delays, Returns & Cancellations

Delayed Deliveries

If your order is delayed beyond the delivery timeframe, we will investigate and resolve the issue as quickly as possible.

Returns

We do not refund shipping charges unless a delivery issue is the result of an error on our side. If an item arrives damaged or incorrect, please notify us within 48 hours of delivery, including photos if applicable.

Cancellations

Orders can be changed or cancelled only before dispatch. Once dispatched, they are final. Please email customerservice@petworld.co.za as soon as possible after placing your order if you need assistance.

9. Customer Support

If you have any questions about your order, delivery status, or shipping rates, contact us:

  • Email: customerservice@petworld.co.za
  • Hours: Monday–Friday, 9:00–17:00 (SAST)
  • Or use our chatbot on the website for live help.

Final Note

We currently deliver within South Africa only. Orders placed with incorrect address regions or excessive weight without surcharge may be paused and verified with you prior to dispatch.

Thank you for choosing Petworld Online. We’re committed to delivering your pet essentials promptly, reliably, and with care.

 

Back to top