FAQ & Support

About Pet Pharma

What is Pet Pharma?

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.

Where are you located?

We are based in Pretoria, Gauteng, South Africa.

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

How can I contact you?

Our support team is available Mon-Fri (9 AM - 5 PM):

Ordering & Payments

How do I place an order?
  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.
What payment methods do you accept?

We accept secure payments via:

  • Debit/Credit Cards (Visa, MasterCard)
  • Instant EFT
  • PayFast
Can I modify or cancel my order?

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.

Shipping & Delivery

Where do you ship to?

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

How long does delivery take?

Standard Delivery: 10 - 12 Working Days.

Why the wait?

We keep our prices significantly lower than typical vet shops by holding minimal stock and sourcing directly upon order. This allows us to pass the savings on to you. We believe the best price is worth the wait.

How much does shipping cost?

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

How do I track my order?

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

Returns & Refunds

What is your return policy?

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

What if I receive a damaged product?

Please contact us within 48 hours of delivery with photos of the issue. We will arrange a replacement or refund immediately.

Products & Prescriptions

Are your products authentic?

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

Do you sell prescription medications?

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

Still have questions? Contact us at orderspetpharma@gmail.com