Frequently Asked Questions (FAQ)

Why is your site called Pet Hero?

We believe that too 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 usually are 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?

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

What products do you sell?

We offer all that your cats and dogs need. 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 aim to meet your needs. Feel free to give us feedback, suggestions and/or requests relating to any aspect of the Pet Hero website from our contact page. We will assess your feedback objectively.

How do I register an account on Pet Hero?

To register an account, click on the ‘Login / Register’ button at the top right portion of the website. Once the page has loaded, enter your email address in the field on the right-hand side under ‘Register’, then click on ‘Register’.
Once the registration process has completed, an email will be sent to you containing your password which you can use to login. You can change this to something a bit more friendly which you can remember on the ‘My Account‘ page.

How do I reset my password?

If you have forgotten your password and cannot log in, click on the ‘Login / Register’ button at the top right portion of the website. Click on the ‘Lost your password?’ link below the login form and enter your email address associated with your account. An email will be sent to you containing a password reset link. Once you click on the link, you can reset your password and log in.
If you are already logged in, you can go the ‘My Account‘ page on the website, click on ‘Account Details‘ and change your password from there.

How do I place an order?

To order a product on the website, add it to your cart and click on ‘View Cart’ button that displays at the top of the page or click on the ‘Cart‘ link in the menu. On the cart 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. You can also add any coupon codes you may have for your order, or apply your loyalty awards discount directly from here. Once you are done with your cart, click on ‘Proceed to Checkout’ below the cart total.
On the next page, you can log into your existing account or create a new account if you are a new customer. Once you have logged in or created an account, you will be ready to continue with the checkout process. If you prefer to not create an account, you can simply fill in your details on the page.

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 drop-down if you have multiple addresses set up on your account.

On the right-hand side, you will see the delivery option with the delivery cost. Choose a payment method, accept the Terms and Conditions and click on ‘Proceed to Payment’.
Enter your payment details (if you have not chosen to pay via EFT) and complete the payment. 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 do I add a voucher to my order?

To use a voucher, add some products to your cart and go to the ‘Cart‘ page. Here you can enter the voucher code you received and click on ‘Apply Coupon’. If the voucher is valid for your order, it will be applied and your order totals will be updated.

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 ordered products are 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 to be cancelled.

Which areas do you deliver to?

All orders are shipped from Johannesburg, thus deliveries can take a few days depending on your location. We have nationwide delivery options available, however, they will incur additional cost and slow turnaround times. Please see our shipping and delivery page for more information.

What will I be charged for delivery?

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

When can I expect 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 3 to 7 business days for delivery to take place.

What if I’m not at home when my delivery takes place?

You will be notified that your order is on its way on the day it is being delivered. If you are not at home during that day, please contact us immediately so that we can arrange an alternative date to deliver your order. If you know that you will only be available during a certain time, please let us know this as well so that we can rearrange the delivery schedule if possible.
It will be best if you enter a delivery address where someone will definitely be available to receive your order.

What happens if a product is missing from my order upon delivery?

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.

What payment options do you offer?

Pet Hero has a mixture of payment gateway providers who accept VISA and Master Card payments, as well as an instant EFT payment. If you have an American Express card, you can choose the MyGate credit card payment option (second payment option). You can also pay via a regular EFT payment, but this will extend your order processing time as we have to wait for the funds to reflect in our account before proceeding with your order.
Please note that your credit card has to be 3D secure enabled to process a transaction. You can ask your bank to assist you in this regard.

Can I pay with my Visa Electron or Maestro debit card?

If your card is enabled to make online purchases and it is 3D secure enabled we can facilitate the transaction.

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.

When will my credit card be charged?

According to the Visa and MasterCard regulations as carried over by Peach Payments or 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.

How secure is it to order on your website?

Our site is hosted on a secure dedicated 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 does not store your credit card or banking details, however, with our Peach Payments credit card option, you have a choice to store your card details with Peach Payments to make your next checkout much quicker without having to enter your card details again.
With this option, your card details are not stored with Pet Hero, but with our provider, Peach Payments. Pet Hero receives an encrypted token that is linked to your profile on the Peach Payments system. The token is the only information that Pet Hero has and we send this token to process your payment. Peach Payments is a well-established payment gateway that makes safety their number one priority. If you would not like to store your card details, simply un-tick the box below the card details form that says “Store payment details?”.
It is important to note that if you are making a recurring purchase, we require the token from Peach Payments for the recurring payment to be made. Unfortunately, we can only process recurring payment via Peach Payments, so please ensure that you choose the correct payment method upon checkout when placing a recurring order.

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