Shipping and Delivery

Delivery Policy

We offer FREE Delivery on pet food, toys, treats and accessories in South Africa. See schedule below for details.

Local & Main Deliveries
Under R500R55
Over R500FREE
Other National Deliveries
Under R1000R55
Over R1000FREE
Local Areas

Johannesburg, Pretoria, Cape Town, Stellenbosch, Somerset West, Durban, Richards Bay, Ballito

Main Areas

Bloemfontein, East London, George, Kimberley, Nelspruit, Pietermaritzburg, Polokwane (Pietersburg), Port Elizabeth, Welkom

Other National Areas

All other areas not listed under Local or Main areas above.

For more information on delivery please contact our customer service by email to or call 087 095 7468

Delivery Times

  • Mondays - Fridays: 08h00-17h00 (Excluding Public Holidays)

How long will my order take to arrive?

Most of our orders are dispatched within 24hrs after payment and we provide online tracking through our courier partners. We aim to make all deliveries within 3 working days, but 85% are delivered within 48hrs. Please allow for Public Holidays and National Stock Shortages (see below).

If your order is urgent, please let us know by replying to your order confirmation that was emailed to you.

Returns Policy

If the Customer finds any of the products to be defective, the Customer may within 30 days after delivery of the products inform Pet Heaven of the defect via email to return the goods to the Company. Unfortunately we will not accept products which have been subjected to abuse, misuse, improper use, negligence, accident, alteration or tampering at the hands of the Customer, and the Customer hereby indemnifies the Company accordingly.

Orders placed incorrectly or by mistake of the Customer will need to be returned to the Company on the Customer’s own account. No refunds will be made until the Goods are returned in good order to the specified location of the Company.

Note: A 5% transaction fee will be levied on returns of incorrect or mistakenly placed orders by the Customer.

Delayed Deliveries

From time to time we experience National Stock Shortages. This could be due to multiple reasons such as shortages of raw materials, delayed international shipments etc. Should a product you have ordered be:

Temporarily unavailable: We will notify you thereof as well as the anticipated delay in delivery (if possible) and, unless you agree to wait for such longer period for delivery, or accept delivery of another product instead, Pet Heaven will issue a refund in respect of that product to you or give you the option to credit your account to an amount equal to the price paid for the product*.

Discontinued / Permanently unavailable: We will notify you and, unless you agree to accept another product instead, Pet Heaven will issue a refund in respect of that product to you or give you the option to credit your account to an amount equal to the price paid for the product*.

*Delivery fees will not be refunded if the unavailable item(s) are part of an order which included items that will still be delivered.

Cancellation Policy

The Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) entitles you to cancel your purchase within 7 days’ notice if the products you have purchased are not delivered within the agreed delivery period as specified in the our Delivery Policy. Certain items for sale on the website do have a lead time for delivery published on the product detail pages and need to be taken into account as part of our delivery policy.

Should you choose to cancel an order which has not been received within our delivery times, items either need to be:

  1. not accepted and returned with the courier upon delivery; or
  2. if already received, returned to Pet Heaven in their original state.

All order cancellations must be done by emailing We will then refund you as per our Refund Policy.