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Shipping Information

Shipping & Delivery

Last updated: February 2026

PetGuru's Marketplace delivers quality pet products across South Africa. We've partnered with trusted courier services to ensure your orders arrive safely and on time. Below you'll find everything you need to know about our delivery areas, timeframes, costs, and returns process.

1. Delivery Areas

We deliver to all major cities, towns, and most rural areas across all nine provinces of South Africa, including:

  • Gauteng: Johannesburg, Pretoria, Sandton, Midrand, Centurion, and surrounding areas
  • Western Cape: Cape Town, Stellenbosch, Paarl, George, and surrounding areas
  • KwaZulu-Natal: Durban, Pietermaritzburg, Richards Bay, and surrounding areas
  • Eastern Cape: Port Elizabeth (Gqeberha), East London, Mthatha, and surrounding areas
  • Free State: Bloemfontein, Welkom, and surrounding areas
  • Limpopo: Polokwane, Tzaneen, and surrounding areas
  • Mpumalanga: Nelspruit (Mbombela), Witbank (eMalahleni), and surrounding areas
  • North West: Rustenburg, Mahikeng, and surrounding areas
  • Northern Cape: Kimberley, Upington, and surrounding areas

Delivery to remote and outlying areas may incur additional charges and longer lead times. If you are unsure whether we deliver to your area, please contact us at orders@petguru.co.za before placing your order.

2. Delivery Timeframes

Once your order has been placed and payment confirmed, orders are processed and dispatched within 1-2 business days. Estimated delivery times from dispatch are:

  • Major metro areas (Gauteng, Cape Town, Durban): 2-3 business days
  • Secondary cities and towns: 3-4 business days
  • Remote and outlying areas: 4-7 business days

Delivery times are estimates and may be affected by public holidays, adverse weather conditions, or courier capacity during peak periods (such as December). Orders placed on weekends or public holidays are processed on the next business day.

3. Shipping Costs

We offer free standard shipping on all orders over R500. For orders below this threshold, the following rates apply:

Order Value Standard Delivery Express Delivery
R0 to R199 R89 R149
R200 to R349 R69 R129
R350 to R499 R49 R99
R500 and above FREE R69
Remote / outlying areas R99 to R149 Not available

Express Delivery is available to major metro areas only and guarantees delivery within 1-2 business days from dispatch. Express orders must be placed before 10:00am on a business day to be dispatched the same day.

Shipping costs are calculated at checkout based on your delivery address and order total. The applicable shipping cost will be clearly displayed before you confirm your order.

4. Tracking Your Order

Once your order is dispatched, the merchant enters a tracking number and courier name against your order items. You can view tracking details at any time from your PetGuru account under My Orders. The courier name and tracking number are displayed next to each shipped item.

You will receive email notifications at each stage:

  • Order Confirmed: your order has been received and payment verified
  • Processing: the merchant is preparing your order
  • Shipped: your order is on its way, with tracking details
  • Delivered: your order has arrived

You can also download a PDF invoice for any paid order from your order detail page.

If your tracking has not updated within 2 business days of dispatch, or if you have not received your order within the estimated delivery window, please contact our support team with your order number so we can investigate with the courier on your behalf.

5. Delivery Instructions

To ensure successful delivery, please make sure your delivery address is complete and accurate, including unit number, complex name, and any access instructions for security estates or apartments. PetGuru and our courier partners cannot be held responsible for failed deliveries due to incorrect or incomplete address information.

If no one is available to receive the delivery, the courier will typically leave a delivery notification and attempt re-delivery the following business day, or hold the parcel at the nearest courier depot for collection. A second failed delivery may result in the parcel being returned to us, in which case a re-delivery fee will apply.

6. Returns & Exchanges

6.1 Return Policy

We want you and your pets to be completely satisfied with every purchase. If you are not happy with your order, you may return it within 30 days of delivery, provided the item is:

  • In its original, unused condition
  • In its original packaging with all tags and labels intact
  • Accompanied by proof of purchase (your PetGuru order number)

6.2 Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Opened or used food, treats, and supplements
  • Opened grooming products and parasite treatments
  • Personalised or custom-made items
  • Items marked as "Final Sale"

6.3 Damaged or Incorrect Items

If your order arrives damaged, defective, or you received the wrong item, please contact us within 7 days of delivery with your order number and photographs of the issue. We will arrange a free collection and send a replacement or issue a full refund, at your choice.

6.4 How to Initiate a Return

  • Log into your PetGuru account and go to My Orders.
  • Select the order and click Request a Return.
  • Follow the on-screen instructions. You will receive a return authorisation and collection booking confirmation by email.
  • Pack the item securely and have it ready for collection on the arranged date.

Refunds are processed within 5-7 business days of us receiving and inspecting the returned item. Refunds are issued to the original payment method.

7. Contact Us About Your Delivery

Our customer support team is here to help with any delivery-related queries. Please have your order number ready when you contact us.