Shipping policy

Shipping Policy

Effective Date: 25 September 2026

At Pet Apothecary, we carefully prepare and package every order so that your pet's wellness products arrive safely and in excellent condition.

Order Processing

Orders are processed during our normal business days, Monday to Friday, excluding South African public holidays.

We aim to process orders as soon as reasonably possible after payment has been successfully received.

During periods of high demand, promotions, public holidays or unforeseen circumstances, processing may take longer. If there is a significant delay with your order, we will communicate this to you using the contact details provided at checkout.

Delivery

We currently deliver within South Africa.

Orders are sent using third-party courier and/or delivery services selected by Pet Apothecary. Available delivery options and applicable delivery charges will be displayed at checkout where available.

Delivery times are estimates and may vary depending on your delivery address, courier capacity, public holidays, weather, peak periods and other circumstances outside of Pet Apothecary's reasonable control.

Pet Apothecary is not responsible for delays caused by the courier or circumstances beyond our reasonable control, but we will do our best to assist you in resolving any delivery issues.

Delivery Address

Please ensure that your delivery address, contact number and other delivery information are accurate and complete when placing your order.

Pet Apothecary cannot be held responsible for delays or additional delivery costs resulting from incorrect or incomplete information supplied by the customer.

If you realise that you have entered an incorrect delivery address, please contact us as soon as possible. We will try to assist before the order is dispatched, but we cannot guarantee that changes can be made once an order has been handed to the courier.

Failed or Missed Deliveries

If a courier is unable to complete delivery because nobody is available to receive the parcel, the address is inaccessible, or the delivery information is incorrect or incomplete, additional delivery arrangements or charges may apply.

Where applicable, the courier may contact you directly to arrange delivery or collection.

Damaged Parcels

Please inspect your parcel when you receive it.

If your order arrives visibly damaged, please contact us as soon as reasonably possible and provide photographs of the packaging and the affected product(s). This will help us investigate the matter with the courier or supplier.

This does not affect any rights you may have under applicable South African consumer law.

Missing or Incorrect Items

If an item is missing, incorrect or damaged, please contact us as soon as reasonably possible after receiving your order.

Please provide your order number and, where relevant, photographs of the parcel and products received so that we can investigate and assist you.

Delivery to Remote Areas

Additional delivery charges or longer delivery times may apply to certain remote or outlying areas.

Where additional charges apply, we will communicate this to you where reasonably possible before dispatch.

Collection and PUDO Deliveries

Where a collection-point or PUDO delivery option is offered at checkout, the customer is responsible for collecting the parcel within the applicable collection period specified by the delivery provider.

Failure to collect a parcel may result in it being returned to Pet Apothecary or the courier's designated facility. Additional delivery or re-shipping charges may apply.

Delivery Delays

While we aim to ensure that orders are dispatched and delivered as efficiently as possible, delivery dates and times provided by Pet Apothecary or third-party couriers are estimates and are not guaranteed unless expressly stated otherwise.

Pet Apothecary will make reasonable efforts to assist with delayed shipments and communicate relevant information to the customer.

If you have any questions about your order or delivery, please contact us through the Contact page on our website or using the contact details provided on our website.

Pet Apothecary reserves the right to update this Shipping Policy from time to time. The version published on this website will apply to orders placed after the effective date shown above.