FREE Delivery for All Orders over R550 | R70 Delivery to Major Centres for Orders under R550

Welcome to our FAQ Page

Product Range

  • We offer all that your dogs need. We sell a full range of pet products covering all the trusted brands in the industry.
  • Our products include snacks & treats, toys, accessories, grooming, health care and even pet wear!
  • To browse by pet category from our home page.
  • Pets you Love does not currently sell prescription products.
  • Pets you Love is not a veterinary brand, so we only provide products that we believe will benefit your pet.
  • We make every effort to order from reliable suppliers and we only sell products that are well known and have a favourable track record.
  • We supply a number of niche, all-natural, super premium pet products.

If your pet needs it, we’ll try to get it! If there is a legitimate pet product you’d like to source for your pet, but cannot find on Pets-you-Love, we will make every effort to get the product for you.

It's even rumoured that we helped a few cat owners, seriously!

If you're interested in wholesale/bulk orders or orders for the Corporate and Promotional market, please contact us as we'd love to help you wow and delight your customers with bespoke packages and special pricing.

Simply contact us to let us know what you are looking for.

Orders and Pricing

Ah, the fun part! To order products from Pets you Love, follow these steps:

  • While browsing Pets you Love, add the products of your choice to your cart.
  • When you’ve got everything you need, click on ‘View Cart ’ 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 what’s in your shopping cart. From here, you can remove products from your cart or change the quantities of the products you want to order (because what’s better than one squeaky toy? Yup – TWO squeaky toys!).
  • You can also add any coupon codes. When you’re ready to pay, click ‘Proceed to Checkout’ below the cart total. You can continue to payment as a guest or if you've previously been to our site, then simply log in to your account (or create a new account if it’s your first time on Pets you Love).
  • When you’re logged in, continue with the checkout process. (If you’d prefer to not create an account, you can simply fill in your details on the page.)
  • The next step is to complete your address information for delivery.
  • Any prior address information given will be selected by default, so check that the address for this particular delivery is correct.
  • Choose a different address from the drop-down if you have multiple addresses set up on your account. It will be useful to enter an address where you know someone will definitely be available to receive your order on the delivery date.
  • 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 ‘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.
  • If you have a Voucher, then when you already have products in your cart, 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.

Yes, we do! We endeavour to make ordering easy and convenient, so we offer Subscription Boxes where you can easily re-order at convenient frequencies between 2-12 weeks.

You won't be charged automatically, but you will receive an email, prior to the re-order date with details of the order and be prompted to complete the transaction. 

We also offer recurring orders for treats and snacks, wellness and grooming products.

We try to make your shopping experience with us as efficient as possible. If (for whatever reason) you need to cancel an order, prior to the item being shipped, please contact us as soon as possible after placing the order.

Please note that if the order has already been dispatched and you want to cancel it, you are likely to incur the delivery fees even if delivery does not take place.

Kindly note that through the lock-down restrictions due to Covid-19, there are bottlenecks in the supply chain leading to delays of shipments.

Should the product you ordered be temporarily out of stock, Pets you Love will notify you as soon as possible and we’ll give you an estimated delivery time or provide you with an alternative items from the same product line as a substitute.

You can then decide if you wish to wait for the order to arrive or if you’d prefer to cancel your order. 

If there's an item that you'd like for your furbaby, but is out of stock, please email us or complete the notify when back in stock button. This requires your email so that we can send you and email as soon as the item is available again.

Payments and Checkout

Pets you Love uses a secure online provider, with a variety of payment options. See below for more information on specific payment methods:

  • We accept payment from Debit Cards issued by Visa and Maestro, even if the card doesn't have a CVV number. You will be prompted to enter your mobile number at checkout and card details as well as the PIN from your mobile to complete the purchase.
  • For Credit Card purchases, please enter the card details at checkout. A 3D secure page will then appear for your to authenticate yourself with your bank using a password or one-time pin (OTP).
  • You can also pay via an Online EFT, that gets verified instantly. Choosing this option will direct you to YOUR Bank's internet banking site to pay for products purchased and conclude the transaction.
  • Supported banks for the above include ABSA, FNB, Nedbank, Standard Bank, TymeBank, Investec, Capitec and African Bank.
  • You will need to log into your bank account using your online banking credentials, choose your account and verify the payment with your bank and verify with your bank from your mobile.
  • You can also use Masterpass, which is a digital wallet to complete purchases quickly and easily. When selecting this pay method, you will see a QR code which you can in the Masterpass App or your mobile device, complete you PIN and complete the purchase.
  • You can also use Zapper to complete your purchase from the App on your mobile device.
  • We now also offer EFT as a payment option and also have Point-of-Sale (POS) facilities available.
  • You can now also pay for items at checkout using Mobicred. Mobicred is a simple & convenient credit facility that allows you to safely shop online with participating retailers.
  • Your Mobicred account allows you to make one single monthly payment for all your purchases with a revolving credit limit - allowing you to spend whatever you re-pay.
  • In order to complete the purchase on Pets-you-Love using Mobicred, you already need to have an existing account with Mobicred. If you don't have an account, that's no problem, as the application process is online so it's fast, simple and straightforward.
  • Follow the links to the Mobicred site, complete the application process, completing all their requirements and once approved, return to Pets-you-love to complete your purchase.
  • Click here for more information on Mobicred.
  • Our site is hosted on a secure dedicated server, with additional antivirus software protecting our domain, like a watchdog hindering intruders.
  • Furthermore, we have a Secure Socket Layer (SSL) to encrypt information sent from the server to your computer and vice versa. So… very secure!

Exchanges and Returns

We recommend that you rather be 100% certain of the items you're purchasing, but we all make mistakes, so if you ordered the wrong product, let us know as soon as possible!

When ordering dog beds, cushions, kennels, clothing, collars or harnesses please use our size guides on the specific product pages or contact us in the event you're uncertain, to confirm the correct size that's appropriate for your dog/s.

Incorrectly ordered items, if returnable, can either be exchanged or returned for a credit or refund.

Please read the “Can I return a product” section.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Exchanges will only be permitted for items that are not listed under Non-Returnable items. See below for more information.

To be eligible for an exchange, your item/s must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging or similar packaging as the item was delivered.

In event you wish to exchange an item, we reserve the right to levy a handling fee for the courier or shipping fees related to the exchanged items are for your account.

Furthermore, the item remains your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a reputable delivery service that provides insurance, so you're indemnified for the value of the goods.

To initiate a return, you can contact us at Pets you Love. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package or arrange to collect the items in question if in the Johannesburg area.

Items returned to us without first requesting a return will not be accepted. You can always contact us for any return question at Pets you Love.

We're unable to accept the exchange of any item/s where there is evidence that these instructions have not been followed. 

We want you to be satisfied with your purchase, however if you're not completely satisfied with your purchase, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Please note some items are not returnable. Please refer to the next section for more details.

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 or similar packaging as the item was delivered.

When trying items of clothing on your pet, please ensure that they are clean to ensure that no marks or hair are left on the item.

In event you wish to return an item, we reserve the right to levy a handling fee of 10% of your order value. In addition the courier or shipping fees related to the returned or exchanged items are for your account.

Furthermore, the item remains your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a reputable delivery service that provides insurance, so you're indemnified for the value of the goods.

To initiate a return, you can contact us at Pets you Love. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package or arrange to collect the items in question if in the Johannesburg area.

Items returned to us without first requesting a return will not be accepted. You can always contact us for any return question at Pets you Love.

We're unable to accept the return of any item where there is evidence that these instructions have not been followed. 

You could also choose a credit, where we will issue you with a coupon to redeem against future purchases.

Certain types of items cannot be returned, like:

  • perishable goods (such as snacks and treats)
  • items from our wellness and health collection
  • products from our grooming and hygiene collection (such as shampoos, mists, conditioners, toothpastes and breathe fresheners)
  • custom products (such as special orders or personalised items)

Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

In the instance where items have been returned or you cancelled the order before delivery and you requested a refund, we will process the refund net of handling charges to the original pay method used at checkout to complete purchase of the item/s.

The refund will be processed to your account within 3 business days.

Shipping and Deliveries

  • Should there be a discrepancy between the products you ordered (as per the Pets-you-Love packing slip) and the products you receive, please contact Pets you Love immediately.
  • The reason for the discrepancy will be investigated and an exchange will be arranged accordingly. 
  • While we ensure the utmost care is taken when packaging your order, Pets-you-Love use third-party couriers to make your special deliveries and accidents can occur whilst items are in transit.
  • On delivery, you will be expected to sign the waybill to confirm you received the delivery, however its vital to check your order thoroughly.
  • Items should be checked against the order confirmation provided with the package.
  • If there is a discrepancy, contact Pets-you-Love 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 way to get the missing item(s) to you.
  • When you receive your order, check to make sure your products are in good nick – if it's obvious the package is damaged upon receipt, rather not accept the items from the courier. Take pictures of the damaged package and send through to us.
  • We will then arrange for replacement items to be couriered to you.
  • REMEMBER: signing for delivery means you accept all goods and they are in good order.
  • Should any items be damaged when you open the package, please take pictures to serve as evidence of the damaged item and send to us.
  • We will investigate and arrange for a replacement item to be couriered to you. 

If you discover that you didn't receive all the items you purchased after receiving the delivery, please contact Pets-you-Love immediately to advise us of the discrepancy.

The circumstances of the situation will be assessed to determine the best possible way to get the missing item(s) to you.

  • Pets-you-Love 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 bulky orders.
  • We don't hold stock of all items, so items are sourced directly from suppliers once the order is completed.
  • Please allow 3 to 7 business days for delivery to take place.
  • If there are any delays to the above, we will contact you to advise.
  • Once orders have been dispatched you will receive an email with tracking details to track the progress of shipping.
  • You will be notified on the day your order is ready for collection by the courier and you will receive an email notification with the relevant tracking details to keep tabs on the progress of your order whilst in transit.
  • If you are not at home that day please contact us  immediately so that we can arrange an alternative date to deliver your order.
  • If you know that you will not be available, that's no problem, as the courier will try to deliver the parcel at most another two (2) attempts.
  • For this purpose, please include your mobile number so we can include on the courier waybill and they can call you directly.
  • Also please include any special instructions which we can include as well.
  • During checkout, enter a delivery address where someone will definitely be available to receive your order.
  • All orders are shipped from Johannesburg and we deliver nationwide, but the farther you are from major centres, the more delivery will take a bit longer.
  • Your order is delivered by a reputable third-party courier service that operates nationally. 
  • We also now offer collection of orders, if you're based in the Johannesburg area. The normal lead times apply and we'll advise once orders are ready for collection.
  • Unfortunately we don't ship to PO Boxes, so please provide only a physical address 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).
  • We offer two rates for delivery for orders below R550. A flat R70 to major centres and R100 to all other areas.
  • DELIVERY IS FREE FOR ORDERS OVER R550, for standard delivery!
  • Notwithstanding the above, please note that certain heavy or bulky items carry a delivery surcharge of R180, even if your order value is in excess of R550.
  • Expedited delivery is not available.

Marketing

We now offer a rewards program. 

In line with our vision of being the go-to store for all the products and supplies for your dog, we'd love nothing more than having you as a life-long supporter.

To this end we appreciate your loyalty and want to reward you for it. 

For offer reward points for purchases, referrals within your community, social shares and likes.

These can be applied against future purchases. 

General

  • Nobody is perfect and we are always looking for ways to improve how we meet your needs.
  • We welcome your feedback, suggestions and/or requests relating to any aspect of the Pets you Love website, so drop us a message on our contact page.
  • We will assess your feedback objectively and implement improvements where we can.
  • You also have the opportunity to rate your overall shopping experience and product reviews, which are part of the post purchase experience.
Please drop us a message, with your question or query, on our contact page.

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