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FAQ

General

  • Why is your site called Pet Hero?

    We believe that to many people, pets are like heroes. They are always there for you and they see only the best in you. Furthermore, to your pet you are their hero, you and your family are normally the only humans your pet is around regularly. The philosophy of the mutually heroic bond between pet and pet owner was extrapolated into the Pet Hero brand whereby we try to provide all that your pet needs to be a hero and we make it easy for you to remain your pet's hero.

  • Do you have a loyalty programme? If so, how does it work?

    Indeed we appreciate your loyalty and wish to reward you for it. Visit the loyalty programme page for the full details of our loyalty programme.

  • Do I get credit for telling my friends about Pet Hero?

    We appreciate the good word that you put in. You can invite friends to the site by offering them a Pet Hero voucher. You will receive a voucher for each referee that then makes a purchase on the Pet Hero website. More information can be found on the loyalty program page.

  • Are you involved in any charity projects, can I get involved as well?

    Upliftment and protection of animals are at the very core of what we do at Pet Hero. We launched the giving back initiative through which we seek to impact upon the lives of all animals, beyond our beloved pets. We facilitate donations to worthy causes and have merchandise for sale whereby the proceeds are donated to the causes we support. You can get involved by making donations or buying merchandise from our Giving Back page.

  • What products do you sell?

    We offer all that your furry friend needs. We sell a full range of pet products covering all the well known and trusted brands in the veterinary industry. We have products ranging from cat food to dog food, insecticidals, toys accessories and more. To see all the pet brands and products we stock, click here.

  • Can I request products to be sold on your site which I do not currently find on the site?

    Our aim is to offer all that your pet needs to be at his/her best. If there is a legitimate pet product which you would like to source for your pet but cannot find on Pet Hero, we will make every effort to get the product for you. Simply Contact Us to let us know what you are looking for.

  • Can I buy prescription products from Pet Hero?

    Pet Hero does not currently sell prescription products. We are working on making prescription diets available online. Contact us if you wish to be notified when these products are available.

  • What measures are there for Pet Hero to guarantee the quality of the products available?

    Pet Hero is a veterinary brand, thus we only provide products which we believe will benefit your dog and/or your cat. We make every effort to order from reliable suppliers and we only sell products which are well known and have a favourable track record.

    We supply a number of super premium pet products. Some of these brands offer guarantees as to the quality of their products. Should you be unhappy with one of these products, we will refund the product in line with the policies of the manufacturing companies.

  • Are you open to feedback and suggestions for your website?

    Nobody is perfect and as heroes, we are always looking to improve and aiming to meet your needs. Feel free to give us feedback, suggestions and/or requests relating to any aspect of the Pet Hero website. We will assess your feedback objectively.

How To's

  • How to register

    To register an account, click on the 'Sign In' button at the top right portion of the website. Once the page has loaded, enter your email address in the field on the left-hand side under 'Create an Account', then click on 'Create an Account'.

    On the next page, fill in your details and click on 'Register'. Note that fields marked with * are required.

    Once the registration process has completed, you will be automatically logged into your account and you will be redirected to your account page.

  • How to reset your password

    If you have forgotten your password and cannot log into your account, click on the 'Sign In' button at the top-right portion of the screen. Once the page has loaded, click on 'Forgot your password' under the 'Already Registered?' section. Enter your email address associated with your account and click on 'Retrieve Password'. An email will be sent to you containing a link to reset your password.

    Once you have clicked the link, your password will be reset and you will receive an email containing your new password.

    If you want to change your current password when you are already logged in, you can click on your name at the top right portion of the website. Click on 'My Personal Information', enter your current password and your new password (twice) and then click on 'Save' to change your password.

  • How to place an order

    To order a product on the website, add it to your cart and click on 'Proceed to Checkout'. On the checkout page, you will see a summary of your shopping cart. Here you can remove products from your cart or change the quantities of the products you want to order. Once you are done with your cart, click on 'Proceed to Checkout' below the cart total.

    On the next page, you will be prompted to sign in to your existing account or to create an account if you are a new customer. Once you have logged in or created an account, you will be taken to the next page of the checkout process. If you prefer to not create an account, you can fill in your details under the 'Instant Checkout' section and click on 'Proceed to Checkout'.

    On this page, you will set your address information for delivery. If you already have an address set up, it will automatically be selected. Choose a different address from the dropdown if you have multiple addresses set up on your account. If you do not have an address set up, click on 'Add a New Address'. Fill in all the details and click on 'Save'. After you have added your address, click on 'Proceed to Checkout'.

    On the next page, you will see the delivery option with the delivery cost. Accept the Terms and Conditions and click on 'Proceed to Checkout'.

    Here you will see your order summary and choose your payment method. Once the payment has been processed, your order will be placed and you will receive an order confirmation email containing your invoice of the purchase.

  • How to track the progress of your order

    Once your order has been placed, you can track your order by going to your account page and clicking on 'Order History and Details'. Here you will see all your order you have placed on the system. Click on 'Details' next to an order and scroll down to the section below the products. Here you will find the 'Tracking number' column. Click on the tracking number to view the status of your order. If there is no tracking number, your order is still being processed for delivery.

  • How to use a voucher on the system

    For every successful order you have placed, you will receive loyalty points. The amount will vary according to your order total. You can view your loyalty points by going to your account page and clicking on 'My Loyalty Points'. Here you will see the points you have earned from each order you have placed. Note that loyalty points will only be available once the order has been delivered.

    From this page, you can transform your loyalty points into a voucher to use on your next purchase. To do this, click on the 'Transform My Points into a Voucher of ...' button. This will create a voucher on your account which you can use when you place a new order.

    To use the voucher, add a product to your cart and proceed to the checkout process. On the first page, click on your voucher number under 'Take advantage of our exclusive offers' section under 'Vouchers'. Click on 'Ok' to add the voucher to your order and proceed with the checkout process.

    Please note that all vouchers are VAT exclusive.

  • How to use the wishlist

    If you would like to add products to your wishlist, go to a product's details and click on 'Add to My Wishlist'. This will add the product to your wishlist which you can find by going to your account page and clicking on 'My Wishlists'. Here you can click on 'My Wishlist' under the 'New Wishlist' section to view the products in your wishlist.

    You can also send a link to your wishlist to your friends or family so that they can view the products you want and purchase it for you. To do this, click on 'Send this Wishlist' and enter all the email addresses you want to send the link to. This will send an email containing the URL link to your wishlist on the website. From here, your friends or family can purchase these products for you.

    Please note that once the products are purchased, they will be removed from your wishlist.

  • How to use the referral programme

    You can refer your friends to buy from this website, and earn a discount voucher when they place an order. To do this, go to your account page and click on 'Referral Programme'. Here you can send an email to up to 10 friends and refer them to the website. Enter their names, surnames and email addresses, accept the Terms and Conditions and click on 'Validate'. Your friends will receive an email containing information about the discount and a link to register on the website.

    On the register page, they will need to fill in your email address in the 'Email address of your sponsor' field to activate their discount. Once they have placed an order, you will receive your own discount voucher to use on your next purchase.

  • How to reorder (order again)

    If you make purchases of the same products often, you can make use of the reorder feature. This will automatically add all the products of a previous order to your cart and take you to the checkout process.

    To use this feature, go to your account page and click on 'Order History and Details'. Here you will see a list of all your previous orders. Click on 'Reorder' next to the order to add the products of that order to your cart.

Order Management

  • Can I cancel an order (before delivery takes place)?

    If (for whatever reason) you need to cancel an order placed on Pet Hero, you need to contact us as soon as possible after placing the order. The merit of each individual situation will be assessed.

    Please note if the order has already been dispatched you are likely to incur the delivery fees even if delivery does not actually take place.

  • Can I return an incorrectly ordered product?

    Returns will be assessed on an individual basis as the logistics and validity of the return need to be assessed. Returns may incur additional charges if authorised. Please make sure your order is correct as far as possible before completing payment.

  • What happens if I receive the wrong product(s)?

    Should there be a discrepancy between the products ordered (as per the Pet Hero invoice) and the products received, please contact Pet Hero immediately. The reason for the discrepancy will be investigated and a swap will be arranged accordingly.

  • What happens if my order is damaged upon delivery?

    Do not accept a damaged item from the courier. Signing for delivery constitutes acceptance of all goods in good order. Should a part of the order be damaged please contact Pet Hero immediately (before the courier has left).

  • What happens if the product I ordered is out of stock?

    Should the product you ordered temporarily be out of stock, Pet Hero will notify you as soon as possible. As far as possible we will give you an estimated delivery time. You can then decide if you wish to wait for the order to arrive or if you would like your order cancelled.

  • Do the items in my cart expire or fall away?

    If you are logged into your account and you have items in your cart, they will stay in the cart for 20 days, or until you remove them or make the purchase. Your cart is only available if you are logged into your account. This means that if you add products to your cart and then you log out, your cart will be empty until you log back in.

    If you do not have an account, your items will stay in the cart, even after you have created an account and logged in.

  • Can I schedule orders to be placed on a regular basis?

    At the moment orders cannot be automatically reordered. However, we do have a manual reorder option to prevent you from searching for the same products every time. Visit the How To's section to see how it works.

Shipping and Delivery

  • Which areas do you deliver to?

    All orders are shipped from Johannesburg thus our focus is on the Gauteng region. We have nationwide delivery options available however they will incur additional cost and slower turnaround times.

  • What are the delivery costs for my order?

    Your delivery fee is calculated based on the postal code of your suburb and the total weight of your order. The fee will be calculated and displayed before the checkout process is completed. For full delivery pricing information, click here.

  • When can I expect to receive my order?

    Pet Hero seeks to get your orders to you as quickly as possible. However, there are a number of factors to consider in the logistics of getting your (often bulky) orders to you. Please allow up to 3 days (excluding weekends) for delivery to take place. If you are outside of Johannesburg or Pretoria, your order may take up to 5 days to be delivered.

  • Who will deliver the products I order? Can I trust them?

    We use a mix of third party courier companies to provide you with the best and most cost-effective delivery and shipping service. Our selected courier companies have many years of experience and are all established and trusted role players in the logistics industry.

    Drivers will make the delivery in clearly marked vehicles and will make use of official waybills. Please do not allow any other parties onto your premises.

  • What if I am not home when delivery is made?

    It is best to enter a delivery address that will have someone available throughout the day. If it so happens that there is nobody at the address when delivery is attempted, the courier will try to make contact as per the provided information.

    If the courier cannot make contact, they will move on to their next delivery and will attempt to make the delivery at another stage. If delivery cannot be made, your order will be returned to the warehouse until contact has been made. Please note further arrangements for delivery may incur additional delivery costs.

  • What happens if I am not at the address I entered for delivery?

    If the address is provided correctly, we allow for somebody else to accept deliveries on your behalf. No matter who it is, the receiver will have to sign for acceptance of the order. It is advised that you indicate who will be receiving the order using the additional information box under the address information step of the checkout process.

  • What happens if an item is missing from my shipment?

    We advise that you check your order thoroughly upon delivery. Items should be checked against the order confirmation provided with the package. If there is a discrepancy, contact Pet Hero immediately (before the courier has left) so that the situation can be rectified. The circumstances of the situation will be assessed to determine the best possible action plan in getting the missing item(s) to you.

Payment

  • What are my payment options?

    Pet Hero will only facilitate Visa and Mastercard transactions at present. As alternative secure and stable methods become reliably available we will look to accept additional payment methods.

  • Can I pay using Maestro or VISA Electron debit cards?

    We currently do not accept payments from debit cards. We are working on adding SID to the payment gateway which will facilitate instant EFTs. Such instant EFTs can be processed from any transactional account so that a credit card will not be a necessity in future. Contact us if you wish to be notified when this feature is available.

  • Can I pay with my American Express card?

    Unfortunately, our payment gateway only accepts Visa and Mastercard transactions at present.

  • Can I pay with cash when the order is being delivered?

    We currently do not accept cash on delivery (COD) payments. Your order is delivered by a third party courier and in order to protect him/her and the integrity of your order, orders need to be paid in full before the order is dispatched.

  • Can I pay via EFT?

    We currently do not accept EFT payments. We are working on adding SID to the payment gateway which will facilitate instant EFTs. Contact us if you wish to be notified when this feature is available.

  • When will my credit card be charged?

    According to the Visa and MasterCard regulations as carried over by MyGate, every transaction processed on our online store needs to be manually processed to validate the transaction. Thus payments will not necessarily be debited from your account immediately. It may take up to 5 days for the transaction to clear and for your account to be charged.  

  • Is it secure to buy online on your website?

    Our site is deemed to be secure as far as reasonably possible. Our site is hosted on a secure virtual server, with additional antivirus software protecting our domain. Furthermore, we have a Secure Socket Layer (SSL) to encrypt information sent from the server to your computer and vice versa.  

  • Will my banking details be stored on your system?

    Pet Hero always protects your information as far as possible. We do not store any of the payment information entered into the system. Thus you will have to enter your payment information for each transaction on Pet Hero.

Useful information
  • Your loyalty to us and to your pet is appreciated with every order. Earn points through our loyalty programme that can be converted into discount vouchers.

  • Refer a friend to Pet Hero and receive a discount voucher for you and them when they make a successful purchase. More information

  • We stock a wide range of products for your cats and dogs, from all of the well-known and trusted pet brands. Give your pets their favourite products, all available on your one-stop online pet shop.

  • Read our informative tips, tricks and advice on caring for your pet. Our blog covers your pet's lifestyle, habits, seasonal trends, common ailments and more.

  • Enjoy the convenience of having your pet products delivered to your door. View our Delivery Information

  • Remember to keep your contact and personal information up to date. Go to your account to make changes, access your order history and redeem your loyalty points.