Frequently Asked Questions (FAQs)

Yes, you do. Please refer to “How Our Website Works” page.

The branch will call you to make alternative arrangements. You can either wait until it is back in stock, switch to another product, or request a refund.

To reset your password, go to the My Account page and click “Lost your password?” below the login form. Enter the email address (or username) linked to your account and submit. Check you inbox for a password-reset email from us and click the link inside. Choose and set a new password, and you’ll then be logged in.

Not receiving the email? Check your spam/junk folder, and make sure you’re using the email address you registered with. If it still doesn’t arrive after a few minutes, contact us and we’ll help you get back in.

To update your profile information, simply log in to your account and navigate to the “My Account/Person icon” section. Click on “Addresses/Account details”, enter your updated details, and save the changes. The process is quick and easy and can be completed at any time.

Should you require assistance, please e-mail us at support@petandpool.co.za. We are also available by telephone Monday to Thursday, 07h30–16h30, and Friday, 07h30–15h00, on 011 786 7166.

We aim to deliver all orders within 2–5 working days. Please see our Collection/Delivery T&Cs.

The branch will send you the tracking slip/number from the courier, either by e-mail or telephone. You can contact the branch during store hours. Please see our contact details for our Stores.

Definitely. We only use secure, trusted payment gateways to protect your data. Pet & Pool does not store your banking details. The transaction is handled between the payment portal and your bank account. 

We deliver to any area that is accessible to couriers in South Africa. Please see our Collection/Delivery T&Cs.

Yes, we do. Please see our Collection/Delivery T&Cs.

Yes, we do. We offer free delivery on orders over R1 000, VAT included, within a 20 km radius of the branch. Please see our Collection/Delivery T&Cs.

You do not need to sign personally; however, you will need to arrange for someone reliable to sign for your package on your behalf. Please inform this person that they need to keep the package in its original packaging until you have had time to confirm that your order is correct, as damage to the original packaging or wear and tear may affect our returns policy.

We have two payment options available: you can pay via Adumo using a Visa, Mastercard, or debit card, or via Instant EFT. When paying a branch directly, the branch will send you a sales quotation with the banking details and reference number on it.

Again, your payment is safe — we only use secure, trusted payment gateways to protect your data. Pet & Pool does not store your banking details. The transaction is handled between the payment portal and your bank account.

Note: Diners, American Express, or other credit cards are not accepted by our system.

Yes, you can. We will need a South African address for delivery. Important: VAT is charged on these orders, and this applies only to Visa and Mastercard transactions. Diners, American Express, or other credit cards are not accepted.

If your payment is successful and the order goes through, the funds should be debited immediately from your chosen account.

Online orders are not open for EFTs, but EFT payments are available. This can be arranged with the branch through a sales quotation. You can contact the branch directly (Stores) or e-mail us at support@petandpool.co.za

We have a comprehensive Delivery & Returns policy. Please read our Returns & Refunds Policy.