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Frequently Asked Questions

Browse our frequently asked questions to find what you are looking for but if you need further assistance head over to our Contact Us page to get in touch. 

Shipping and Delivery

Do you deliver to my area?

Our Standard Delivery rates are:

Major Areas Cost Outlying Areas Cost
Total order over R400 Free Total order over R400 R70
Total order under R400 R70 Total order under R400 R100

Deliveries only within borders of South Africa. Our major shipping areas are: Johannesburg, Pretoria, Cape Town, Durban, Richards Bay, Port Elizabeth, East London, Bloemfontein, Polokwane and Nelspruit.

Should your order exceed 100kg, ePetstore will calculate a delivery fee and quote you accordingly. 
For more information, please refer to the Delivery & Returns Policy document.

What will delivery cost me?

Our Standard Delivery rates are:

Major Areas Cost Outlying Areas Cost
Total order over R400 Free Total order over R400 R70
Total order under R400 R70 Total order under R400 R100

Deliveries only within borders of South Africa. Our major shipping areas are: Johannesburg, Pretoria, Cape Town, Durban, Richards Bay, Port Elizabeth, East London, Bloemfontein, Polokwane and Nelspruit.
Should your order exceed 100kg, ePetStore will calculate a delivery fee and quote you accordingly. 
For more information, please refer to the Delivery & Returns Policy document.

 

When can I expect delivery?

ePetstore will deliver within 1 – 3 working days in major centres and up to 5 working days in remote regions. Should you not have received your delivery within this time frame contact us on contact us on orders@epetstore.co.za or 060 639 1143. Note that Business Days exclude weekends and public holidays.

Does epetstore ship internationally?

Epetstore currently only delivers within SA borders. Our major shipping areas are: Johannesburg, Pretoria, Cape Town, Durban, Richards Bay, Port Elizabeth, East London, Bloemfontein, Polokwane and Nelspruit.

Will I have to sign for my package?

No, you don’t need to sign personally, but someone reliable needs to sign for your package if it won’t be you.  Please inform this person that they need to keep the package in the original packing until you have had time to confirm your order as correct, as damages to the original packaging or wear and tear may negate our returns policy.

What happens if an item is missing from my shipment?

Please contact us at orders@epetstore.co.za or call 060 639 1143 to inform us so we can assist you as soon as possible. Queries logged within 24 hours of receipt have a much better chance of resolution. Have all details and your order number handy.

Can I track my order online?

Yes we have links to our courier companies on epetstore and this will be on your order confirmation email received from us. Follow the link to the courier company to trace and track your order. Contact us directly on info@epetstore.co.za or call 060 639 1143 if you need assistance finding your link.

Exchanges and Returns

What is the delivery and returns policy?

You can read the comprehensive delivery and returns policy here.

How do I return a product?

It's a very simple and easy process. Save for certain exceptional cases (including free products, gifts received during a promotion, specials on the site or any products that have passed the expiry date), you are entitled to return any purchase concluded on ePETstore within 14 days of the product(s) being delivered.
Log in to epetstore.co.za
Under “Profile” select “Returns”
Fill in the return form
Specify the reason for the return
Specify if you want to receive credit on your account or a refund
For swop outs/exchanges, please call us on 060 639 1143 or email us at returns@epetstore.co.za
Pack item(s) into a box in its/their original packaging in order to protect the items you are returning. That's all you need to do. Sit back and we'll take care of the rest.

Our courier will arrange to collect the package from the address you supplied within 10 -14 days from you logging the return with us. If you prefer you can post the package back to the following address:  
ePETstore Returns
Cube Route Pty Ltd
Block A
Cedar Tree Office Park
1 Stinkwood Close
Fourways, Gauteng
2051

How long does it take to process my return?

Within 10  business days of the returned item having been cleared by ePetstore quality checker, the money will be refunded back in the form of payment used for the original order (either EFT or Credit Card), unless specified that a store credit or a swop out is preferred. This would be stated in the Returns form. Note that Business Days exclude weekends and public holidays.

How do I know if you received my return?

ePetstore Customer Care will email you a confirmation once they’ve received your return.

What are the refund options available for a return?

Upon logging in, the credit due will be refunded in the form of payment used for the original order (either via EFT or Credit Card refund), unless specified that a store credit or a swop out is preferred in the returns application form.

How long does it take for me to receive a refund?

Within 10 business days of the returned item having been cleared by ePETstore quality control, the money will be refunded back in the form of payment used  for the original order (either EFT or Credit Card), unless specified that a store credit or a swop out is preferred in the returns application form. Note that Business Days exclude weekends and public holidays.

Why have I still not received the refund to my bank account?

Once you’ve received a Refund Confirmation email from us, you can rest assured that we have processed your refund. However, it may take an additional 3-5 business days for your financial institution to process the funds back into your account.  Note that Business Days exclude weekends and public holidays.

If the refund amount still isn’t reflected in your account 5 business days after receiving the Refund Confirmation email from us, please let us know on 060 639 1143 or email returns@epetstore.co.za  and we’ll gladly assist you.

Do you allow exchanges if I need a different size and/or colour?

Save for certain exceptional cases (including free products or gifts received during a promotion on special advertised on the site or any products that have passed the expiry date), you are entitled to return any purchase concluded on ePetstore within 14 days of the product(s) being delivered.
Log in to epetstore.co.za
Under “Profile” select “Returns”
Fill in the return form
Specify the reason for the return
Specify if you want to receive credit on your account or a refund
For swop outs/exchanges, please call us on 060 639 1143 or email us at returns@epetstore.co.za                                            
Pack item(s) into box in its/their original packaging in order to protect the items you are returning. That's all you need to do. Sit back and we'll take care of the rest. Our courier will arrange to collect the package from the address you supplied within 10 -14 days from you logging the return with us. If you prefer you can post the package back to the following address:  

ePetstore returns
Cube Route Pty Ltd
Block A
Cedar Tree Office Park
1 Stinkwood Close
Fourways, Gauteng
2051

How do I exchange a product?

Save for certain exceptional cases (including free products or gifts received during a promotion on special advertised on the site or any products that have passed the expiry date), you are entitled to return any purchase concluded on ePetstore within 14 days of the product(s) being delivered.
Log in to epetstore.co.za
Under “Profile” select “Returns”
Fill in return form
Specify the reason for the return.
Specify if you want to receive credit on your account or a refund
For swop outs/exchanges, please call us on 060 639 1143 or email us at returns@epetstore.co.za                                            
Pack item(s) into box in its/their original packaging in order to protect the items you are returning, sit back and we'll take care of the rest.Our courier will arrange to collect the package from the address you supplied within 2-5 days from you logging the return with us. If you prefer you can post the package back to the following address:  

ePETstore returns
Cube Route Pty Ltd
Block A
Cedar Tree Office Park
1 Stinkwood Close
Fourways
2051

What if I don’t have the original shipping packaging?

You are responsible for packing the return product safely & securely to ensure against damage in transit. Please include the return reference number in the parcel so that we can easily identify your return.

Can I return a sale product?

Yes, sale products can be returned. If you’re returning a sale product, the reduced price paid at the time of purchase will be credited back to you and not the full price.

Payments

How do I pay using the internet?

Don't panic if you've never used internet payment before, it's easy. To start off, you'll be asked to run the application and directed to your chosen bank's site where you can log in to make payment. ePetStore’s banking details and order number will be shown on the payments page in the correct fields. No hassling with faxing or emailing the proof of payment, less fuss and no admin required. Payment may be made from your current account or from your credit card if it is set up on internet banking for payments.

What are my payment options?

You can pay via EFT (electronic funds transfer) or use VISA or  MASTER CARD credit cards as well as a Cheque card.

We don’t accept Diners, American Express or other credit cards.

Should you select Bank Transfer as a payment option - Our Electronic Funds Transfer (EFT) payment details are as follows:

Bank Name: FNB (First National Bank)

Branch: Wierda Valley

Branch Code: 260950

Account Name: Cube Route Pty Ltd

Account Number: 620 028 65 171

o Please use your order number as a reference on the payment. Don’t know what this is? Phone us on 0800 00 4267 to check

Please Note

We can only process your order once funds have been transferred and reflecting on our bank account. This may take up to 48 hours- depending on who you bank with.

If we haven’t received your proof of payment within 72 hours, your order will automatically be cancelled

If you have any queries, send us an email at orders@epetstore.co.za or call Customer Care on 0800 00 4267 during office hours.

Can I pay using Maestro or VISA Electron credit cards?

We accept Maestro and Visa credit cards.

Do you take debit cards?

Only micro-chipped Cheque Cards can be used as a card payment

Can I make a purchase using an international card, for delivery within South Africa?

Of course! We only need a South African address for delivery, to get the wheels on our delivery van rolling. Just keep in mind - VAT is charged on these orders, and orders only apply to Visa and Mastercard transactions. We don't accept Diners, American Express or other credit cards.

How do I pay using the internet?

To start off, you'll be asked to run the application and directed to your chosen bank's site where you can log in to make payment. ePetStore’s banking details and order number will be shown on the payments page in the correct fields. No hassling with faxing or emailing the proof of payment, less fuss and no admin required. Payment may be made from your current account or from your credit card (if it is set up on internet banking for payments).

Important pointers:
Only Nedbank, ABSA, Standard Bank and FNB account holders can make use of SID.
Internet payment is only available for online transactions.
Internet payment is not available as a payment method through epetstore’s staff.  Please do not provide our staff with your bank account details and PIN number for any reason.
SID automatically stores your order number in the payment field, so you don't have to remember a reference number or worry that it is inserted incorrectly.
Once you have selected Internet payment (facilitated by SID) and clicked 'pay now', you will be guided through the once-off payment process by instructions displayed in a yellow bar at the top of your screen while you navigate through your existing internet banking facility.

What is an instant EFT?

How to use internet payment
Don't panic if you've never used internet payment before, it's easy. To start off, you'll be asked to run the application and directed to your chosen bank's site where you can log in to make payment. EPetStore’s banking details and order number will be shown on the payments page in the correct fields. No hassling with faxing or emailing the proof of payment, less fuss and no admin required. Payment may be made from your current account or from your credit card (if it is set up on internet banking for payments).

Important pointers:
Only Nedbank, ABSA, Standard Bank and FNB account holders can make use of SID.
Internet payment is only available for online transactions.
Internet payment is not available as a payment method through our Customer Care. Please do not provide our staff with your bank account details and PIN number for any reason.
SID automatically stores your order number in the payment field, so you don't have to remember a reference number or worry that it is inserted incorrectly.
Once you have selected Internet payment (facilitated by SID) and clicked 'pay now', you will be guided through the once-off payment process by instructions displayed in a yellow bar at the top of your screen while you navigate through your existing internet banking facility.

When will my EFT deposit be verified?

Verification is straight away but your order will not be dispatched until we have verified this.

If you selected Bank Transfer please note: We can only process your order once funds have been transferred and are reflecting in our bank account. This may take up to 48 hours- depending on who you bank with.

If we haven’t received your proof of payment within 72 hours, your order will automatically be cancelled

If you have any queries, send us an email at orders@epetstore.co.za or call Customer Care on 0800 00 4267 during office hours.

 

When will my credit card be charged?

If your order goes through and the process is successful, the charge will reflect immediately. When you are charged, will be bank dependent and will depend on your arrangement with the bank.

Can Eukanuba vouchers be used on ePETstore?

Eukanuba loyalty and birthday vouchers can be used on ePETstore. Simply follow the prompts on the email. Feel free to conact us if you have any problems.

Therapeutic/Prescription Diets and Products

Why do I need a script for therapeutic/prescription diets?

Therapeutic/prescription diets are supplied exclusively through veterinary clinics and require veterinary diagnosis and advice. This food would’ve been recommended by a member of your veterinary healthcare team and we therefore require your vet’s script in order to sell the food. This is to ensure pets are on the appropriate diets for their clinical conditions and is in the best interest of our pets.

  • A script requires the following:
  • The name, address and telephone number of the vet prescribing the product
  • The signature or other authentication of the vet prescribing the product
  • The name and phone number of the owner
  • Pet’s name and species (cat/dog)
  • The date of the prescription, The name of the product prescribed

 

I would like to order a therapeutic/prescription diet or product, what should I do?

Follow the 3 easy steps that allow you to have your order dispensed and delivered quickly and safely.
Obtain a prescription from your vet.

Submit this prescription to ePETstore by fax 0865 797 388  or email rx@epetstore.co.za.

You can even take a picture of the script with your phone and send an MMS to 060 639 1143.

ePETstore will email you a PIN, once entered, that product will be available to your profile only. You only need to enter this PIN once and this product will always be available for you to order. Please make sure you are logged in when you order agian so that the site recognises it's you that's ordering.

Is it enough to simply fax, or scan/email/ mms my prescription to you?

Yes, ePETstore will email you a confirmation of each therapeutic diet/product script loaded successfully and we will keep the electronic copies as reference. We will accept photos of the script if they are sent to our email address with your smartphone.

How do I know if I need a prescription for this diet /product?

Products requiring a prescription will have an information icon “Rx required for this product”. Should you hover your mouse over it, you will be given all the information on how to load a script for this product.

How long is my prescription valid for?

A successfully loaded script for a specific pet will be valid for the lifetime of that pet unless otherwise specified by your vet on the script. ePETstore strongly recommends that you take your pet for veterinary check-ups every six months or as per your vet's advice. Should your pet’s condition worsen at any time, ePETstore recommends you seek veterinary advice immediately.

What information should be on my prescription?

All prescriptions must be prescribed by a vet.    
There are a number of details your prescription needs to have in order to be valid. These are: 

  • The name, address and telephone number of the vet prescribing the product;
  • The signature or other authentication of the vet prescribing the product;
  • The name and phone number of the owner;
  • Pet's name and species (dog/cat)
  • The date of the prescription;
  • The name of the product prescribed
  • The species (cat/dog)
Who should I contact if I need to discuss my epet prescription loading and activation?

If you need to talk to us about any aspect of our prescription service or would like some advice from one of our qualified Veterinarians regarding your script before or after you order, please contact us at:

Email: rx@epetstore.co.za
Fax:    0862 415 685
Call:    0606 39 1143

How do I purchase products from epetstore.co.za?

Browse ePetstore and find the items you wish to buy

Keyword search boxes are located on nearly every page. Our Menu at the top of every page has detailed categories and sub-categories that you can click on to view the ranges within those. When you find an item that interests you, click the title or name of the item to see its details, including availability and dispatch estimate times.

Add to cart

Found the products you want to buy? Click on ‘Add to cart’. Your shopping cart contains all the products that you have selected to buy. Once you’ve added an item to your Shopping Cart, keep searching until your cart contains all of the items you want to order. You can access the contents of your Shopping Cart at any time by clicking the shopping cart icon on the top right corner of the page.

Add to Wish List

Your Wish List is a handy list of all the items you do not want to check out with immediately. You can move items between your Checkout list and Wish List. The Wish List icon is represented by "package wrapped in a bow" icon that is displayed just underneath the size options of a product.

Check out

To enter checkout, click on the ‘proceed to checkout’ button.

  • Your product list will appear. Select the products you wish to buy and click on the check-out button on the bottom right of the page.
  • If you are not logged onto ePetstore with your username - you will now be prompted to log in or register
  • Select your delivery method and click on the continue button on the bottom right
  • Select your delivery address or create a new delivery address. You can save more than one delivery address for future convenience i.e. multiple shipping addresses
  • Select your payment method, and click on the “process” button on the bottom right of the page
  • Click on ‘proceed’ if you are ready to complete the payment process
  • A complete order summary will now display with all the details of your order. Please ensure that all information, including your delivery details is correct.

Getting Started

How do I register with epetstore.co.za?

Click here to create a profile. We’ll need your name, e-mail address, a password of 8 characters and at least 1 contact number. We also need your Store Code from your shop of choice, however if you don’t know it you can still register and continue shopping. ePetstore Customer Care will contact you soon after to assist you in allocating one.

What if I don’t have a Store Code?

General

Why do I need to register a profile on ePetstore?

Registered shoppers enjoy a better on line experience. It allows for better customer service from our awesome team, personalization and efficient check out processes. All information is confidential. By registering, you are not just a sale, you are a valued customer

Does ePETstore stock exotic pet’s food?

Unfortunately, we don’t stock products for our flapping, slithering, chirping and scaled pets as yet. We specialise in dog and cat products only. This is a consideration for the future.

Does ePETstore stock Hills?

Unfortunately, we don’t stock Hills. We have approached them and we hope they’ll join us soon. Our customer care consultants are on live chat to recommend some awesome alternatives.

What’s the difference between my Store Code and the First Purchase Discount Coupon Code?

Your store code is a unique code which links you to your preferred outlet. ePETstore is an online platform for veterinary clinics and vet shops, these outlets have substores on the site. Ask one of our fabulous online consultants would love to help if you aren’t sure of your code. Your first purchase discount code is EPET100. This gives you R100 off your first purchase if your cart value is R600 or more.

What happens if my product is out of stock?

Unfortunately products on ePETstore cannot be reserved to be bought at a later stage, and placing an item in your basket without completing the order does not result in a sale or a confirmed order. This means that ePETstore may remove any item from your basket before the sale actually takes place in the event of the product going out of stock. Try the NOTIFY ME function that displays when a product it is out of stock. Simply click on the NOTIFY ME button and complete the details. As soon as that product is back in stock we will let you know via email. ePETstore cannot be held responsible if an order has become unavailable by the time you try to complete a purchase at a later stage. The invoice for your purchase will be available online in the "My Account" section on the site. A copy of this invoice will be included in your parcel for your convenience.

Is it safe to shop with you?

We have taken all the necessary steps to ensure your shopping experience with us is as safe as possible. All credit card transactions on the site are protected by SSL (Secure Socket Layer) encryption and reinforced by various encryption processes with the aim of offering the most effective possible protection of any sensitive information. ePETstore has no access to any confidential information regarding your payment method. Only ePETstore's banking partner will access confidential information (such as your credit card number, expiry date, CVV etc.) from time to time. ePETstore's registration documents and the registered domain name are verified and underwritten by Thawte.

What do I do if I forget my password?

Forgotten your password? Simply log on and click “Forgot password?” Enter your email address and we'll email you a link to reset it.

My email/address/info has changed. How do I update this on my current account?

Simply go to your name ‘My Account’ on the log in page and click on the ‘My Account"’ icon and then on ‘edit your profile information’ icon. Enter your new details and update your profile. This is quick and easy and can be done at any stage. If you need assistance, make use of the live chat facility, whereby our friendly customer care consultants can assist you.

How do I sign up for newsletters?

Under ‘my profile’ click on the ‘newsletters’ icon and click on ‘yes’.

How do I unsubscribe from newsletters?

To Unsubscribe from all newsletters - click the unsubscribe link on the last communication you received from us. This link will take you to your newsletter preference centre and you can opt out or change as per your needs. Once logged in, proceed to ‘My Account’ click on the ‘Manage Subscription" icon and click on ‘No’. This will opt you out of all auto-mated emails from the site. These are all emails that may be received when placing, editing or querying an order.

How do I use/redeem a gift voucher?

Add the items you want to your shopping cart and then click 'view cart' or click the cart icon at the top right of the screen. On the bottom right hand side of the page you will see the title 'Add Gift Voucher Code' The voucher that you've received has a voucher number on it. You can enter your voucher number here and CLICK APPLY and the value will be deducted from your order. This will be reflected under the SUB-TOTAL of the order. Proceed to checkout and you will be asked to pay only the remaining balance by credit card, Instant EFT or Bank Transfer.

How do I use/redeem a promotional coupon code?

Add the items you want to your shopping cart and then click 'view cart' or click the cart icon at the top right of the screen. On the bottom, right hand side of the page you will see the title 'ADD COUPON CODE' The coupon code should be entered exactly as advertised and all in capital letters. You can enter your voucher number here and CLICK APPLY and the value will be deducted from your order. This will be reflected under the SUB-TOTAL of the order. Proceed to checkout and will be asked to pay only the remaining balance by credit card, Instant EFT or Bank Transfer.