Urban Pets Help
Frequently Asked Questions
Find quick answers about orders, shipping, returns, payments, and tracking. If you still need help, email support@urbanpets.co.za.
Orders & shipping
Do you offer free shipping?
Yes. Urban Pets offers free shipping on orders over R500.
How long does delivery usually take?
Delivery times can vary depending on your location and the courier, but we aim to dispatch orders as quickly as possible. For the latest delivery details, please check our shipping policy or your tracking page after dispatch.
How can I track my order?
You can track your parcel on our Track Orders page using your order number or tracking reference after your order has been processed and handed to the courier.
Why is my order still not showing tracking updates?
Tracking updates may take a little time to appear after dispatch. If your tracking has not updated after a reasonable period, please contact us at support@urbanpets.co.za.
Returns & refunds
Can I return an item?
Yes. Returns are handled according to the Urban Pets Returns and Refund Policy. Please contact us first so we can assist you with the next steps.
Who pays for return shipping?
Where a return is accepted, you may need to arrange and cover the return shipping cost unless the item is faulty, damaged, or sent incorrectly.
What if I received a damaged or incorrect item?
Please email us as soon as possible at support@urbanpets.co.za with your order number and clear photos of the item and packaging so we can help quickly.
How long do refunds take?
Approved refunds are processed according to our refund policy and your payment provider’s timelines. If you need an update, contact our support team with your order number.
Products & payments
Are the products suitable for both dogs and cats?
Some items are pet-specific and others can be used for both dogs and cats. Please check each product description carefully before placing your order.
What if an item is out of stock?
If an item is unavailable after you place an order, our team will contact you with the available options, which may include a replacement, waiting for restock, or a refund where applicable.
What payment methods do you accept?
Available payment options are shown securely at checkout. You will be able to choose from the payment methods enabled on the store at the time of purchase.
Can I change or cancel my order after placing it?
If your order has not yet been processed or shipped, we may still be able to help. Please contact us as quickly as possible at support@urbanpets.co.za.
Help & policies
How do I contact Urban Pets?
You can reach us at support@urbanpets.co.za.
Where can I read your shipping policy?
Where can I read your refund policy?
I still need help. What should I do?
Email support@urbanpets.co.za and include your order number if your question is about an existing order.