FAQ & Support

Pet Pharma is an online store specializing in high-quality pet healthcare products, including flea & tick treatments, pet supplements, and nutrition essentials for dogs, cats, birds, and horses.

We are based in Pretoria, Gauteng, South Africa.

Physical Address: 578 3rd Road, Pretoria, Gauteng, 0159.

Our support team is available

• Monday – Thursday: 9:00 AM – 4:00 PM

• Friday: 9:00 AM – 1:00 PM

• Saturday & Sunday: Closed

• Public Holidays: Closed

• Email: orderspetpharma@gmail.com

1. Browse our store and add items to your cart.
2. Proceed to checkout and enter shipping details.
3. Select your secure payment method and confirm.
4. You will receive an instant email confirmation.

We accept secure payments via:

• Debit/Credit Cards (Visa, MasterCard)
• Instant EFT
• PayFast

We process orders immediately to start the sourcing process. Please email orderspetpharma@gmail.com immediately if you need changes. Once dispatched, orders cannot be modified.

Yes, free shipping is available for orders over R2,000. This offer applies strictly to online purchases made through our online shop.

We currently ship nationwide within South Africa (to physical addresses only, no PO Boxes).

Standard Delivery: 4 - 7 Working Days.

Shipping rates are calculated at checkout based on your delivery location and the total weight of your order.

Once your order is packed and dispatched, you will receive an email with a tracking number to view your delivery status.

We accept returns within 7 days of delivery for unused, unopened products. Please contact support to initiate a return.

Damaged or Incorrect Items If there is an issue with your order, please notify us within 48 hours of delivery with photos of the issue. We will arrange for a replacement product to be sent to you at no additional cost.

Refund Policy We focus on product replacements to ensure you get what you need for your pets. In specific cases where a refund is the only remaining option, please allow a standard processing period of 30 calendar days for the funds to reflect, due to our internal auditing and bank clearance cycles.

Yes. We source exclusively from trusted suppliers to ensure all products (including NexGard, Bravecto, and Frontline) meet veterinary health standards.

No, we do not sell prescription-only medications. Please consult your local veterinarian for these specific treatments.

No. Dog flea and tick treatments are not safe for cats and must never be used on them unless a product is explicitly labelled and approved for use in both species. Many active ingredients found in canine formulations — including certain pyrethroids and permethrin — are highly toxic to cats and can cause serious adverse reactions, even in small amounts.

Always select a product that is:

• Labelled for use in cats (not dogs)
• Appropriate for your cat's weight and age
• Recommended or approved by your veterinarian for your pet's specific health status

If you suspect your cat has been exposed to a dog flea product, contact your veterinarian or an emergency animal clinic immediately.

Browse our range of cat-appropriate parasite treatments: Cat Flea & Tick Treatments | Flea, Tick & Worming Treatments.