Shipping policy

Delivery Terms and Fees

1. Delivery Charges

Major Cities

Cape Town, Johannesburg, Pretoria (Central), Durban, Port Elizabeth (PE) and Pietermaritzburg (PMB)

  • FREE delivery on all orders over R500
  • Orders under R500 (after any discounts) will be charged a R60 delivery fee

All Other Areas

For all regional orders not listed above

Orders under R1000:  R85

Orders over R2000:  FREE

Outlying Area Deliveries

All orders: R220

For more information regarding delivery, please contact UrbanPets via email at:
support@urbanpets.co.za

2. How Long Will My Order Take to Arrive?

We aim to deliver all orders as quickly and efficiently as possible.

  • Deliveries to major centres are typically completed within 48 hours. However, please allow up to 72 hours (3 working days) for delivery.
  • Certain specialty or made-to-order products may have longer delivery times, which will be indicated on the relevant product pages.
  • For remote and outlying areas, please allow up to 10 working days for delivery.

3. Stock Shortages

Should a product you have ordered be:

  • Temporarily unavailable:

    UrbanPets will notify you of the delay and the expected availability. You may choose to:

    • wait for the item;
    • accept an alternative product; or
    • receive a refund or store credit equal to the amount paid for the unavailable product (including any applicable charges).
  • Discontinued or permanently unavailable:

    UrbanPets will notify you and, unless you agree to accept an alternative product, you will be offered either:

    • a refund; or
    • a store credit or online voucher equal to the amount paid (including any applicable charges).

4. Delivery Times

  • Monday – Friday: 08h00 – 17h00
  • Weekends & Public Holidays: Delivery availability may vary and is subject to confirmation.

Where possible, UrbanPets will attempt to accommodate specific delivery days or time preferences during weekdays. Such requests can only be confirmed once payment has been received.

Please contact us via email for assistance:
support@urbanpets.co.za

5. Late Deliveries

In terms of the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”), you are entitled to cancel your purchase with 7 days’ notice if the products are not delivered within the agreed delivery period as stated in this Delivery Policy.

Please note:

  • Certain products may have longer lead times clearly stated on their product pages.
  • If you choose to cancel a late delivery, the items must either:
    • be refused and returned with the courier upon delivery; or
    • if already received, be returned to UrbanPets in their original condition.

All delivery-related cancellations must be submitted via email to:
support@urbanpets.co.za

Refunds will be processed in accordance with the UrbanPets Returns and Refund Policy.