Concerned about how your purchases get from our warehouse to your door? Don’t be. We’ve got the whole process down to a fine art. Here’s what happens:
FREE DELIVERY for orders OVER R450 (incl. VAT) in Gauteng and National Main Centres.
For orders UNDER R450 (incl. VAT):
- Gauteng – A flat rate of R40 per delivery
- National – A flat rate of R115 per delivery
(National Main Centres include: Gauteng, Durban, Cape Town, Rustenburg, Bloemfontein, Nelspruit, Potchefstroom, East London, Port Elizabeth, George, Witbank, Middleburg)
*National Main Center fees will be calculated at checkout: a flat rate of R115 for orders under R450. For orders over 75 kg, an additional R125 is charged per 25 kg over 75 kg.
*Regional, remote and outlying area fees will be calculated at checkout: a flat rate for the first 20 kg, plus per 1 kg over 20 kg.
PLEASE NOTE: Pet Hero wants to get your orders to you as quickly as possible. However, there are a number of logistical factors to consider in the delivery of (often bulky) orders. Please allow 3 to 7 business days for delivery to take place.
How do we calculate your delivery fees?
Your delivery fee is calculated during checkout and is based on your postal code and the total weight of your order. The volumetric or dimensional weight is calculated and compared with the actual weight of the shipment to ascertain which is greater; the heavier weight is used to calculate the weight component of the delivery cost. The system uses these factors to determine how far your delivery address is from our warehouse and how many parcels your order needs to be packed in. The fee is then calculated accordingly.
Pet Hero is based in Gauteng (for now) and all our products are shipped from Gauteng. We strive to deliver your parcels to you as soon as possible as we know how important the content is to you and your pet. We make use of external courier companies that are vetted by us to ensure you get the best experience and that your products arrive in good condition.
When you place your order we will source the stock as soon as possible from our warehouse or from the suppliers. We then package your products and log the parcels with the courier. The courier will deliver the parcels to the address you supplied when placing the order. Please remember to add clear instructions to your order if there are certain conditions we need to follow or if there are specific times the parcel/s need to be delivered.
We will continue to go the extra mile to make sure your orders are shipped and delivered as efficiently, effectively and economically as possible.
If you have any questions or queries, please contact us.
Packaging and parcels
If your parcel exceeds the single parcel weight restriction, we will split your order into multiple parcels that conform to the weight restrictions. Rest assured that all the parcels making up your order will be delivered at the same time, but it’s best that you check carefully that you’ve received your complete order.
What happens if my parcel is damaged upon delivery or if something went wrong?
While we ensure the utmost care is taken when packaging your order, Pet Hero use third-party couriers to make your special deliveries. We cannot always guarantee that the products will reach you in the same condition that they left us, but we can help you in the unlikely event that your delivered goods are damaged.
Follow these steps:
- Endorse the waybill accordingly: make note of any damaged items.
- Send an email to email@example.com to inform us of the situation.
- We will replace the damaged items for you at no extra cost.
- Do not use the damaged product if it’s being returned – this will void the arrangement and then we cannot replace it.
In the unlikely event that the products you received do not match the order you placed, please contact us immediately so that we can rectify your order and make sure you receive the products you paid for.
For any other queries regarding your order, please contact us.