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)
*Regional, Remote and Outlying area fees will be calculated at checkout and are priced per 20kg.
How do we calculate your delivery fees?
Your delivery fee is calculated during checkout and is based on your postal code as well as 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 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 also that your products arrive in good condition.
When you place your order we will source the stock as soon as possible from either our warehouse or from the suppliers. Thereafter we 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 needs 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
When the weight restriction is exceeded for your parcel, Pet Hero will split your package into various parcels that conform to the weight restrictions. However all the parcels will be delivered at the same time, therefore you need to make sure you receive all the products you ordered.
What happens if my parcel is damaged upon delivery or if something went wrong?
Due to Pet Hero making use of external courier companies to deliver our products, we do ensure the uttermost care is taken when packaging your order for delivery, but we cannot always guarantee that the product will reach you in the same condition that it left us. In the unlikely event that this does happen, please contact us by sending an email to firstname.lastname@example.org after endorsing the delivery waybill accordingly and we will replace the damaged items for you at no cost. Please do not use the product if it is being returned as this will void the arrangement and we cannot replace the product for you.
In the unlikely event, that the products you received do not match the order you placed, please contact us immediately in order for us to rectify your order.
For any further related queries regarding your order, please feel free to contact us.