Question 1

Do I need to register as a user to buy?

Accepted Answer

No, you can purchase as a guest on our website.

Question 2

How is my order delivered to me?

Accepted Answer

We have partnered with top courier companies in South Africa to offer you the best deliver service possible. We deliver in all areas in South Africa.
Courier (door-to-door delivery): Selecting this option means that your parcel will be delivered to your door, limited to South African MAIN CITIES ONLY. You must supply a full physical address where someone will be available to receive your parcel. Delivery can take 3-7 working days from date of dispatch and is only valid for South Africa main cities.

We do offer free shipping for order over R599 in Gauteng South Africa or over R1000 for other areas in South Africa.

Question 3

I am excited about my new toy! How long until it gets here?

Accepted Answer

Packed and Delivered within 3-7 days from when payment is received and depending on location.
Delivery times: Mondays – Fridays 08h00-17h00

Question 4

What is the cost of delivery?

Accepted Answer

Price varies according to Parcel size and location in which parcel is sent to.

Question 5

How do I order?

Accepted Answer

Orders are placed online.
You click ADD TO BASKET for the items you want to purchase. TO finalize, go to VIEW CART or CHECK OUT. Payment is by credit card or EFT. Once payment reflects in our bank account, we will dispatch the order.

Question 6

How do I pay for my order?

Accepted Answer

Payment for online purchases are by the following methods:
Payment by EFT or bank deposit. Goods will only be dispatched once payment reflects and is cleared in the bank account.
Payment by credit card facilitated by Yoco. Secure payment by credit card – Visa and Mastercard only through Yoco who act as a gateway for the bank. All details given for the credit card transaction is strictly confidential and only submitted to the bank. Pampered Pets does not have access to these details.
Wish List/CART
Your wish list/cart is just that. A wish list/cart does not secure your order or the products on the website. Please check availability of items in your wish list before you finalize your order as we cannot guarantee availability of the products

Question 7

I wagged my tail at the door...all day long but the courier never came?

Accepted Answer

Oh no!! We're so sorry but sometimes there are times the courier was sooo busy delivering to other pets. You are welcome to use the handy tracking tool to see order status OR alternatively, contact Pampered Pets Customer Service
Email: mailto:sayhello@pampered-pets.co.za (mailto:sayhello@pampered-pets.co.za)
Office Hours: Monday to Friday 8am to 5pm

Question 8

What if my new toy is broken or doesn't fit?

Accepted Answer

Unwanted items can be returned via courier, however the charge for collection courier is unfortunately for your account!

We sorry if we sent an item that is damaged, faulty or incorrect product, we are more than happy to have our courier collect from you, free of charge!

Use our PAWSOME RETURNS GUIDE

All returns are required to meet the *Standard Returns Qualification below:
1. You are able to provide a proof of purchase.
2. The item must qualify as an item that can be returned. (See non-returnable items below)
3. The item must be in a re-sellable condition except in the case of damaged or faulty items (saleable condition)
4. Within 7 days after delivery, except where the item is found to be defective.

Kindly note the following:
The actual product needs to be received back at Pampered Pets in the original condition (unless it has been received damaged, faulty or incorrect).
If the product’s outer packaging is unsealed, we may charge you a 15% handling fee.
Please include your order number and contact details inside the returned parcel
All games, electronics, pet items, toys, health, care, hygiene or beauty products need to be returned unopened/unsealed.

Faulty Products
The following will NOT be regarded as defects and will not entitle you to a return or exchange:
·        Faults resulting from normal wear and tear
·        Damage arising from negligence, user abuse or incorrect usage of the product
·        Damage arising from electrical surges, water damage or sea air corrosion
·        Damage arising from a failure to care for the product
·        Damage arising from unauthorized alterations or changes to the product

Where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you
If you return a faulty or unwanted product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return.

Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 24 hours.

Return Policy

Personally inspect packaging and note any damage on the receiving ticket before signing for it. If you have not opened the packages please write the words “unchecked” next to your name.
Please report any shortages or damages within 24 hours from the date of receiving your merchandise in writing via e-mail. Please explain the problem or defect and include any photographs if possible so that we may best assist you. It may be that only a replacement part is required instead of shipping the complete product back to us, which will be issued at our own discretion.

All merchandise is inspected before dispatch and, should it be returned, will be inspected upon arrival at our end. Any returned items must be in the original condition with packaging and literature intact or in suitable similar packaging. Please enclose a copy of the original invoice and a letter stating the reason for return. Please e-mail us first to advise us about the defect, should you wish to return goods with defects or that have been damaged in transit. Please do not write on the box or deface the product packaging.
If it is subsequently found that the returned merchandise is not defective or damaged, the customer will be liable for all shipping costs.

There is a 3 month swap-out warrantee on electronic goods for mechanical or electronic failure. Pampered Pets will not swap out products that have been tampered with or abused.
Pampered Pets will not be held liable to replace dead batteries in products and the onus is on the client to replace batteries regularly on the electronic products. Exchanges will not made for products with dead batteries.

All guarantees are immediately null and void should any equipment or product be tampered with or should the seals on it be broken by anyone, or should there be any signs of abuse, or should the goods be operated outside the Manufacturers specifications.

The provision of goods and services by Pampered Pets is subject to availability. In cases of unavailability, Pampered Pets will refund the client in full within 30 days.

If an order is cancelled which was by credit card or Yoco Pampered Pets reserves the rights to charge the 5% banking fee and deduct this off the refund to the client.
Pampered Pets may, in its sole discretion, change this agreement or any part thereof at any time without notice.

Pampered Pets
Online Store

Frequently Asked Questions

Pampered Pets Online Store

Frequently Asked Questions

Pampered Pets
Online Store