Shipping policy

Petworld Online Shipping Policy

Last updated 12 October 2026

We deliver pet essentials throughout South Africa using trusted national courier partners. This policy explains our delivery fees, estimated timeframes and order handling. Orders of R4,000 or more now carry a R399 delivery fee in all provinces.

Shipping costs and free delivery

Delivery fees apply per order, not per item. Order value bands are based on the order subtotal before discounts.

Order value	Delivery fee	Coverage
Below R800	See provincial rates below	All provinces
R800 to R3,999.99	Free delivery	All provinces
R4,000 and above	R399	All provinces

 

Higher-value orders typically include large bags of pet food, which are heavier and cost more to transport. The R399 fee helps cover these delivery costs. It applies to all orders of R4,000 or more, regardless of the products purchased or the delivery province.

Province	Delivery fee for orders below R800
Gauteng and Western Cape	R95
Eastern Cape, Free State, Mpumalanga and North West	R129
Northern Cape	R149
KwaZulu-Natal	R139
Limpopo	R129

 

Shipping services and order processing

Orders placed before 16:00, Monday to Friday, are processed and prepared for courier collection the same business day. Orders placed after 16:00 are processed the next business day. Processing includes picking, packing and labelling; collection may take place that day or the following business day, depending on dispatch schedules.

Orders are not processed, dispatched or delivered on weekends or public holidays. We send a tracking link after dispatch. Delivery estimates begin when the courier collects the parcel, rather than when the order is placed.

Delivery timeframes

Delivery area	Estimated time after dispatch
Major urban areas	2 to 3 business days
Regional areas	Up to 5 business days
Remote or outlying areas	An additional 2 to 3 days beyond the regional timeframe

 

High order volumes, weather, road disruptions, courier delays or stock transfers between warehouses may affect these estimates. If your parcel has not arrived within 5 business days after dispatch, please contact customerservice@petworld.co.za.

Order tracking and stock availability

Your dispatch email contains a tracking link for delivery updates. If tracking is not working or your order appears delayed, email customerservice@petworld.co.za.

If stock is temporarily unavailable at the assigned warehouse, we may hold your order for up to 2 business days while it is transferred or replenished. We will notify you if this affects dispatch. If an item becomes unavailable, we will offer a replacement, credit or full refund.

Address accuracy and delivery conditions

Please provide a complete, correct delivery address at checkout. Couriers deliver Monday to Friday between 08:00 and 17:00; specific delivery times cannot be guaranteed. Re-delivery fees may apply after two unsuccessful delivery attempts. If a neighbour or colleague may accept your parcel, leave clear instructions at checkout.

Delays returns and cancellations

If delivery exceeds the estimated timeframe, we will investigate and work to resolve the delay. Shipping charges are not refunded unless the delivery issue results from an error on our side. Please report damaged or incorrect items within 48 hours of delivery, including photographs where applicable.

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

Customer support and delivery coverage

Email customerservice@petworld.co.za or use the website chatbot for assistance. Customer support hours are Monday to Friday, 09:00 to 17:00 SAST.

We deliver within South Africa only. Orders with incorrect address regions may be paused for verification before dispatch.