FAQ

 What is the refund policy?

  • We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please feel free to visit our "Refund Policy" page on our website for more information.

What are the shipping options?
  • We have found that using uAfrica we have minimized issues that come with the delivery process. uAfrica is extremely quick and efficient with their work. They use Courierit, The Courier Guy and Dawn Wing.  

When will I receive my order?
  • We use express shipping on all of our orders inside South Africa. You can expect delivery within 1-4 working days once we have received your payment. You can also track your order on our "Track Order" page on our website. Just insert your personalized tracking order number associated with your order to see which stage of shipping your order is in.

What do I do if I never received my order?
  • If you have not received your order within 5 working days please go to the "Track Order" page on our website and insert your personalized tracking order number associated with your order to see which stage of shipping your order is in. If you did not find that helpful please contact us in the  "Contact us" page and we will follow up on your order.

 

What do I do if I received a defective order?
  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at petsplanetsa@gmail.com.

 

How do I make changes to an order I’ve already placed?
  • Please feel free to contact us at petsplanetsa@gmail.com to see if we can help you. Unfortunately, once the order has left our premises we can not make any changes.  

 

Where are you located?
  • Although we are located in Bryanston, Johannesburg, Sunny South Africa - we ship nationwide.

 

How do I make sure I order the right size?
  • You can go to our "Sizing Guide" page on our website so you can be sure you choose the right sized product for your little furry friend.

 

How do I contact your company if my question isn’t answered here?
  • Please feel free to contact us at petsplanetsa@gmail.com if you have any questions or need any additional information. We are always happy to help.