| WHERE DO I START |
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| HOW DO I CHOOSE A PRODUCT? |
You can either browse the product range by pet type, and then by product category or do a Goodle Search for a specific product. Once you have decided on which item you would like to purchase, simply click on the drop down box marked “click here to see prices and select option”, choose the size / colour / style etc that you would like to purchase and click on the "add to basket" button.
Then you can either continue your shopping to add more products to your basket, review your basket to make changes, or proceed to check out at any point in the process.
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| HOW DO I SEE WHAT IS IN MY BASKET? |
| To see what you have already placed in your basket, click on the “my basket” link on the right navigation. You can delete or change quantities of the products in your basket at any time. |
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| HOW DO I CHANGE THE QUANTITY I'VE ORDERED? |
Once you have selected the items you want to buy and they're in your basket, you can change the quantities or even remove products that you would no longer like. Change the quantities by typing in the new amount into the free text field.
Remember to click on the "update order" button to ensure your changes are made.
Note: you can not amend the quantity once you’ve made payment. If you would like to order more products, please log in again and place a new order. Let us know that you have an order in the system and we will send you a delivery quote based on all items. Please note that lead times will be affected by changes. |
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| HOW AND WHEN WILL MY PRODUCTS GET DELIVERED? |
You can choose to have the products delivered to your door via a courier company, to the Post Office counter (by insured mail) or by Speed Services, or you may collect them from us directly if you are based in Cape Town or Stellenbosch.
Once you have chosen the products you wish to buy, we will send you a few delivery quotes - you can then chose your preferred option depending on speed of delivery and cost.
Delivery times are dependent on supplier stock availability, product choice and delivery address, and expected delivery times are noted by each product. Full delivery details are in the “how we work” section. |
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| HOW DO I CHECK OUT? |
| Once you have chosen the products you want to buy, and are happy with everything in your basket, you will need to click on the "checkout button". At this stage, if you are not yet registered or logged in, you will be asked to do so. Once logged in, you will be asked for delivery address details and then requested to click on the "Request a delivery quote" button. Your delivery quote will be sent to you via email with a link. Choose your preferred delivery option and confirm your invoice by clicking on this link. You will be taken to the checkout page where you can choose to pay by EFT or credit card. |
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| HOW DO I PURCHASE A GIFT VOUCHER FOR SOMEONE ELSE? |
You buy a Gift Voucher on A Pet's Life exactly the same way as you purchase a pet toy for yourself.
Simply login to A Pet's Life and add the required Gift Voucher value to your basket (eg R50 or R500).
At Step 4 of Checkout, where you have to input the Delivery Details of your shopping basket, please indicate who the gift voucher is for (ie their name, email address and phone number if possible) in the Special Requirements section.
You obviously won't be charged for Delivery on a Gift Voucher - although our system still breaks at this point. You can pay for the gift voucher by credit card or EFT.
Kirsten & Tracy will contact the Recipient with a unique Gift Voucher number that they will be able to use when they shop on A Pet's Life. The value of the gift voucher will simply be deducted off their basket. |
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| HOW DO I PAY? |
You may choose to pay by Mastercard or Visa credit cards, direct deposit or EFT. On the checkout page you will be asked to choose your payment option by clicking on either the “pay by credit card” button (which will take you away from A Pet’s Life website to our payment processing company, Virtual Card Services. http://www.vcs.co.za/) or “pay by EFT or direct deposit” (which will take you to a page with all the necessary banking details.)
If you are using a Pet's Life Gift Voucher, simply copy the unique number into the Promotional Voucher text box indicated at step 3 of 7 of the Checkout process.
Please fax/email us confirmation of payment as we cannot ship your products without receiving payment.
We reserve the right to request the signature of cardholder upon delivery for credit card sales before the goods can be released. |
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| MY ACCOUNT DETAILS |
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| HOW DO I SET UP AN ACCOUNT? |
| Before you can place an order for any product, you will need to register as a purchaser on A Pet’s Life. This is free and in no way obligates you to make a purchase or release credit card or bank account details. Click on “my profile” and follow the prompts to register. Upon acceptance of registration you will be sent an email confirming your registration and password. This information will not be sold or given to any third persons, and is 100% secure. |
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| HOW DO I LOG IN? |
| To log in, click on the “Log in” link on the right navigation and enter your email address and password. |
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| HELP, I'VE FORGOTTEN MY PASSWORD |
| Click on the ‘forgotten password’ link and follow the prompts. We will email you with your login details. |
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| HOW DO I CHANGE MY ACCOUNT DETAILS? |
| You can change your account details by clicking on the "my profile" link and following the prompts. |
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| HOW DO I CHANGE MY DELIVERY ADDRESS DETAILS? |
If you have entered your delivery details but have not yet clicked on "request a delivery quote", you can change your delivery details by clicking on the checkout button. After you have requested a delivery quote, please email us on info@apetslife.co.za with your change of address details and we will change the address in the system. This is due to the fact that your quote is calculated based on the address details supplied when requesting the quote.
If you gave us postal address details but would prefer the courier option, let us know and we will update the details to a physical address where you will be available to collect your parcel. |
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| ALL ABOUT MY ORDER |
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| HOW DO I CANCEL AN ORDER? |
If you haven't paid for the product yet, you can just remove the item(s) you don't want before you check out.
If you have already paid for the product, you can email us on info@apetslife.co.za and we will arrange to cancel your order and refund you. If the product has already shipped, you will need to return it to us per the Refunds process, at your expense. |
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| HOW DO I FIND OUT HOW MY ORDER IS PROGRESSING? |
You will be sent the following emails throughout the process:
• Delivery quote email
• Confirmation of your purchase order
• Confirmation of receipt of your EFT or deposit
• Order processing emails (updates on the status of your order where necessary)
• Delivery Confirmation (including courier company details and tracking numbers where applicable)
• Delivery update email (to keep you in the loop should there be any unexpected changes)
At any time, you are welcome to contact us on info@apetslife.co.za for an update or login to your profile to see the status of your order |
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| STOCK SELECTION |
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| HOW DO I CHANGE THE QUANTITY IN MY BASKET? |
If you would like to change the quantities in your basket, click on the free text quantity box, change the quantity and then click on the “Update Order” button.
To remove a product, just click on the remove link next to the chosen product.
NOTE: you can’t make changes on this page once you have made payment. Please contact us to assist you to do so. |
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| HOW DO I KNOW IF THERE IS STOCK OF THE PRODUCT I WANT? |
| We source products directly from the suppliers prior to shipping to our customers. We do indicate which products are not sourced locally and so may affect our delivery turnaround times. |
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| YOU DON’T HAVE THE PRODUCT I’M LOOKING FOR |
| Let us know if you are looking for a specific product and we will try and source it for you from local suppliers. Email us on info@apetslife.co.za |
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| HOW DO I PAY FOR MY PURCHASES |
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| WHAT PAYMENT OPTIONS ARE THERE? |
You may choose to pay by Mastercard or Visa credit card, direct deposit or EFT.
We cannot currently accept debit cards. |
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| WHY WAS MY CREDIT CARD PAYMENT WAS DECLINED? |
If your credit card transaction wasn't approved by the 3rd party payment gateway (www.vcs.co.za), this could be for a number of easily resolved reasons:
1) you did a typo, try again;
2) you inputted the incorrect CVC number, expiry date or an invalid budget period;
3) your bank is 'down' so your payment couldn't be processed;
If your 2nd attempt at payment by credit card also fails, then please phone your Bank directly. The problem could be that there is a restriction on the card (eg no internet payment transactions), no funds available, or your 3D SecureCode Pin hasn't been activated. |
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| ARE MY CREDIT CARD DETAILS SECURE? |
Absolutely yes. A Pet’s Life uses Virtual Card Services (VCS - www.vcs.co.za) as our credit card payment gateway.
VCS uses a secure transaction environment – you should see a padlock on the page, onto which you can click to verify the SSL certificate issued by Thawte to VCS.
Please note that VCS is instigating a new process called 3D Secure which may prompt you for a password, phrase or pin number when purchasing with a credit card.
This system has been put into place by Mastercard and Visa to create additional security for cardholders and merchants.
A Pet's Life does not have access to your credit card details. |
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| WHAT IS SSL? |
| SSL (the leading security protocol on the Internet) stands for Secure Sockets Layer. This ensures the confidentiality of information (specifically your credit card details) whilst on the website. Look out for the padlock icon which will display the SSL certificate. |
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| IS VAT INCLUDED? |
| A Pet’s Life is not VAT registered at this time so does not charge you Vat. The price you see is the price you pay. |
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| WHAT ARE COOKIES AND WHY DO I NEED THEM ENABLED? |
| Cookies are files that store information. Virtual Card Services (VCS) - our credit card payment gateway - requires cookies to be enabled to ensure secure shopping. |
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| DELIVERY |
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| WHEN WILL MY ORDER BE DELIVERED? |
| Orders will be delivered typically within 7-14 working days. Locally available products will be delivered quicker, while imported products, or products made to order, may take longer. All products have an indicated lead time and we will keep you informed throughout the process so you’ll know exactly when to expect your purchases to arrive. |
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| HOW MUCH WILL DELIVERY COST? |
Costs of delivery are calculated based on the weight and dimensions of your parcel, the area you wish to have it delivered to, and the speed with which you wish to receive it.
Once you have chosen the items you wish to purchase and have added them to your basket, we will pause the process to get you a few options for delivery (postage, Speed Services or courier).
Traditional snail mail includes tracking and insurance and is very reliable although it does take 4-5 days from the date we receive the products from the suppliers. Speed Services (counter to counter) usually arrives 24-48 hours from when we send the parcel. This is ideal for smaller, more expensive options. Alternatively we can also organise courier to your door.
Once you have clicked on "Request a delivery quote", you will receive an email with the various options and a link. Please click on the link to choose the delivery option you prefer and to accept the invoice and choose a payment option. |
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| WHAT HAPPENS IF I’M NOT HOME FOR THE DELIVERY? |
| For residential deliveries, we request that you provide us with a neighbour’s name and address in case you are not available to accept the products. If no one is available to take receipt of your package, or you supply an incorrect delivery address, you will be charged for the return delivery trip. |
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| WHAT DO I DO IF I RECEIVE THE WRONG ORDER? |
| If we have made a mistake with your order, please contact us within 7 days of receipt of the products and we will organise to have it returned to us and your correct order dispatched asap. Please ensure that the product stays in its original packaging and is not damaged or we will not be able to replace it. |
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| WHAT IF I DON’T RECEIVE MY FULL ORDER? |
| If your invoice doesn’t match the products that you’ve received, please contact us within 24hours with an email or phone call so that we can follow up on our side and ship outstanding products asap or track down your missing parcel. You will not be charged for the additional delivery cost for errors on our side. |
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| WHAT DO I DO IF SOME OF THE ITEMS GOT DAMAGED IN TRANSIT? |
| Once you have received your products, please check the contents immediately and report any discrepancies or damages to us immediately. We will organise a replacement product for you which will be shipped on receipt on our side of the damaged product: please save the original packaging and boxes. We will incur all costs of the return on the product and shipment of the new one. |
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| I ORDERED THE WRONG ITEM AND WOULD LIKE TO RETURN IT. HOW DO I GO ABOUT DOING THIS? |
If you have purchased an incorrect size or colour, please contact us immediately so that we can discuss the best way for you to return it to us. Please return it to us in the condition you received it in. We can then exchange it for another product or refund the purchase price. You will be responsible for the return courier costs. Please refer to our Terms & Conditions for further details and the process to follow.
Please be aware that we can not always guarantee or dictate to our suppliers on colours and characters within a series. |
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| CAN I COLLECT MY ORDER INSTEAD OF PAYING FOR DELIVERY? |
| If you are based in the Cape Metropole area and would like to collect your order instead of paying for delivery, this can be arranged. Please let us know in the comments section and we will send you a delivery quote email with "collection = R0' as well as the other delivery options. |
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