Frequently asked questions
Unsure about how to go ahead with ordering our products?
We’ve detailed each step below for your convenience
We’re pleased to offer free delivery throughout South Africa on all orders over R600. For orders below R600, the cost of delivery is R120.
To ensure the best possible delivery experience, we use The Courier Guy as our preferred courier partner. Unfortunately, we no longer offer the SA Post Office service as an option for online ordering.
We strive to make shipping as hassle-free and cost-effective as possible. If you have any questions or concerns about delivery or shipping, please don’t hesitate to contact us. We’re here to help!
“Special order” or “special buy” refers to products that are not currently in stock and need to be ordered specially from our suppliers. These products are non-returnable and may take up to 10 days before they are dispatched. If you’re interested in purchasing a special order item, please email us to inquire about availability and time frame.
Please note that, in accordance with Section 42 of the Electronic Communications and Transactions Act, the 7-day return policy is not applicable to custom-made or special order goods. In the event that you cancel a special order, we reserve the right to levy a reasonable cancellation penalty based on the costs we have incurred at the time of cancellation.
We strive to provide our customers with the highest quality products and services, and we appreciate your understanding of our policies regarding special order items. If you have any questions or concerns about a special order, please don’t hesitate to contact us.
We aim to deliver your order within 2 – 5 working days from receipt of proof of payment, subject to stock availability. If any merchandise is out of stock, we will notify you promptly of the delay and provide an estimated time frame for delivery.
Once your order has been dispatched, you will receive an email from us with tracking information.
Please note that delivery to outlying areas may take slightly longer than 2-5 working days.
*Please ensure that you provide us with proof of payment as soon as possible to avoid any delays in processing and dispatching your order.
Tracking your order is easy – Every order dispatched has a unique tracking number, you will be emailed with this information when your order is dispatched.
To track your parcel, simply visit The Courier Guy website at https://portal.thecourierguy.co.za/track or call the toll-free number 0861 203 203. Please note that delivery to outlying areas may take slightly longer than the estimated 2-5 working days, but we’ll do our best to keep you informed of any delays. If you have any concerns about the delivery of your order, please don’t hesitate to contact us by phone on 033 263 1608 or email at email@example.com.
All prices are quoted in South African Rands(ZAR). Costs of the purchase will be calculated at the conversion rate of the day and this amount will be reflected on your credit card.
If you prefer not to use your credit card, you can still place an order with us.
Simply select the EFT (electronic funds transfer)option at checkout and email the proof of payment to firstname.lastname@example.org, using your name and order number as a reference.
Please note that orders will only be processed upon receipt of proof of payment, and that it can take up to 72 hours to confirm receipt of payment. If you have any issues with payment, please contact us by phone on 033 263 1608 or email email@example.com.
We are able to supply vaccines that are covered under the Stock Remedies Act (Act 36 of 1947), but we are not authorized to supply scheduled medicines (Act 101) such as puppy/dog/cat vaccines and rabies vaccines, as these are restricted to the pharmacy and medical doctor (including veterinary doctors) channels.
If you are unsure about the classification of a particular vaccine, please contact us for more information.
No prescription is required to purchase these products online.
All the products on our site are ‘over the counter’ products in South Africa and qualify under the stock remedies act.
If you need to make changes to your order, please contact our orders team by emailing firstname.lastname@example.org. Please note that we aim to ship orders on the same day they are received, so it is important to let us know about any changes as soon as possible to avoid delays.
Our team will do their best to accommodate your request.
If you wish to cancel an order, please contact us as soon as possible by email at email@example.com or by telephone at our office number 033 263 1608. If the order has already been dispatched, unfortunately, we will not be able to cancel it. In this case, you may need to return the order once it has been delivered to you.
Please refer to our Returns Policy for more information.
No merchandise may be returned without prior communication and approval.
Subject to the provisions of the Electronic communications and Transactions Act (ECTA), a 10% handling charge will be applied for all returned products supplied as ordered. Any returned product must be unopened and in original packaging, postage costs for returns are for the customer’s account.
In the unlikely event that VPO has made an error in the order, we will cover the collection and replacement costs. All merchandise is well packed and checked before shipment, however if in transit damage should occur, please notify your carrier and the office as soon as possible.
All claims must be made within three days of receipt of the order – firstname.lastname@example.org.
We want you to be completely satisfied with your order. If for any reason you are not happy with any of the products received from Vet Products Online, please contact us by email at email@example.com and let us know why. We will do our best to resolve the issue and find a solution that meets your needs.
Please note that if the fault is not with Vet Products Online, the product may be returned at your cost. Special order products, which are products not in stock and need to be ordered specially from our suppliers, may not be returned.
We value your feedback and are committed to providing you with the highest level of customer service possible.
If you have received an incorrect order, please contact us immediately by email at firstname.lastname@example.org or telephone at 033 263 1608.
We will work to rectify the error as quickly as possible, and cover any costs associated with the return and replacement of the correct order. Please include your order number and details of the incorrect items received in your email or phone call to expedite the process.
Unfortunately we do not currently sell pet food.
We specialize in pet care products such as grooming tools, supplements, medication, and accessories. However, if there is a specific pet food brand or product you are looking for, please let us know and we will do our best to assist you in finding it.
We are happy to answer general queries about our products and their usage. However, if you have any concerns about your pet’s health, we strongly advise you to consult your veterinarian. Individual animal complaints or ailments require a professional consultation, and we cannot provide a diagnosis or treatment plan.
Your veterinarian is the best source of advice and treatment for your pet’s specific needs.
Yes, at Vet Products Online, we take your privacy very seriously. Your personal information, such as your name, address, and email address, will always be kept confidential and will never be shared with any third parties without your consent.
We only use the information you provide us for the purpose of processing your payment and shipping your order. We have strict data protection policies in place to ensure the security of your personal information.
We make every effort to ensure that all the products displayed on our website are in stock and available for purchase. However, due to the popularity of some items, occasionally they may be out of stock.
In such cases, we will do our best to restock the product as soon as possible or suggest a suitable alternative. Please note that all goods displayed on our website are subject to availability.
The client hereby consents to their use of personal information provided to Vet Products Online (Pty) Ltd and confirms that:
- the information is supplied voluntarily, without undue influence from any party and not under any duress;
- the information which is supplied herewith is mandatory for the purposes of this transaction and that without such information, Vet Products Online (Pty) Ltd will not enter into a transaction with the client;
The client is hereby informed that their personal information is securely stored:
- Vet Products Online (Pty) Ltd ensures that there is no unauthorized access to your personal information. Hard copy personal information is stored under lock and key and all electronic information is secured via our computer and network security.
- Vet Products Online (Pty) Ltd will continue to endeavor to regularly review our security controls and process to ensure that your personal information always remains secure.
- Vet Products Online (Pty) Ltd will ensure that where your personal information is shared with any third party/ies that such third party/ies agree to treat your information with the same protection that Vet Products Online is obliged to have in place.
The client further acknowledges that he/she is aware thereof that he/she has the following rights with regard to such personal information which is hereby collected. The right to:
- access the information at any reasonable time for purposes of rectification thereof; and
- object to the processing of the information in which case this transaction will terminate in accordance with the provisions contained herein.”