Frequently Asked Questions

Orders & Shipping

How long does delivery take?

For orders within South Africa, standard delivery typically takes 3–7 business days. Express delivery is available at checkout for faster turnaround. International orders generally take 10–21 business days depending on your location and local customs processing.

Do you offer free shipping?

Yes! We offer free shipping on all South African orders over R500. Orders below R500 will have a standard shipping fee applied at checkout.

Can I track my order?

Absolutely. Once your order has been dispatched, you'll receive a confirmation email with your tracking number. You can use this to follow your parcel's journey right to your door.

Do you ship internationally?

Yes, we ship to 28 countries worldwide. International shipping rates and estimated delivery times are calculated at checkout based on your location.

What happens if my order is delayed?

While we do our best to meet delivery estimates, delays can occasionally occur due to courier or customs factors outside our control. If your order hasn't arrived within the estimated timeframe, please contact us and we'll investigate right away.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy. If you're not completely satisfied with your purchase, you can return it within 30 days of receiving it for a refund or exchange, provided the item is unused and in its original packaging.

How do I start a return?

Simply contact us with your order number and reason for return. We'll guide you through the process and provide a return address. Please do not send items back without contacting us first.

How long do refunds take?

Once we receive and inspect your returned item, refunds are processed within 5–10 business days back to your original payment method.

What if my item arrived damaged or incorrect?

We're so sorry if this happened! Please contact us within 48 hours of receiving your order with a photo of the issue and your order number. We'll arrange a replacement or full refund at no cost to you.

Products

Are your products safe for pets?

Yes — all products sold on Urban Paws SA are made from pet-safe, non-toxic materials. We carefully select products that meet safety standards for use with cats and dogs. Always supervise your pet during initial use of any new toy or accessory.

How do I choose the right size for my pet?

Each product page includes a size guide with dimensions and recommended pet weights or breeds. When in doubt, we recommend sizing up — pets generally prefer a little extra room! If you're unsure, feel free to contact us and we'll help you choose.

Do you restock sold-out products?

We do our best to keep popular products in stock. If an item you want is unavailable, sign up to our email list and we'll notify you when it's back.

Can I use the discount code at checkout?

Yes! Enter your discount code in the "Discount code" field at checkout and click Apply. Discount codes cannot be combined with other offers unless stated otherwise.

Payments & Security

What payment methods do you accept?

We accept all major credit and debit cards, as well as other payment methods available at checkout. All transactions are processed through Shopify's secure, encrypted payment system.

Is it safe to shop on Urban Paws SA?

Absolutely. Our store uses SSL encryption to protect your personal and payment information. We never store your card details and your data is handled in accordance with our Privacy Policy.

Still Have Questions?

We'd love to hear from you! Reach out via our Contact Us page and we'll get back to you as soon as possible. 🐾