PetProvo • Customer information
Clear answers.
Confident shopping.
Find answers about buying pet supplies online, delivery, product enquiries, returns and rewards. PetProvo is an online-only South African pet store, with support by email, contact form and WhatsApp.
01About the store
What is PetProvo?
PetProvo is a South African online pet store offering food, treats, supplements, grooming products and everyday pet supplies. Learn more about PetProvo.
Can I visit a physical PetProvo shop?
PetProvo is an online-only store. We do not operate a walk-in retail shop. Place orders through our website and contact our team online for assistance.
Which animals do you cater for?
Our collections cover dogs, cats, birds, fish, reptiles and small animals, with a horses-and-more range too. Browse all pet collections to find the relevant products.
How can I contact customer support?
Email info@petprovo.co.za, use our contact form, or message WhatsApp on +27 76 204 7245. For order enquiries, include your order number and checkout email address.
02Orders & payment
How do I place an order?
Browse the collections, open the product you want and select the required size or variant. Add it to your basket, check the quantities and proceed to checkout. Review your contact details, delivery address and total before completing payment.
Which payment methods can I use?
Use the payment options displayed at checkout for your order. Available methods are shown before you pay. If you need help completing a payment, contact us without sharing your card security code, password or one-time PIN.
Can I change my order or delivery address?
Contact us as soon as possible with your order number and the change you need. We will check whether it is still possible based on the order’s progress. Please do not assume a change has been made until the team confirms it.
What should I do if a discount code does not work?
Check the code’s spelling, expiry date, eligible products and any minimum spend. For a rewards or referral offer, check its conditions in the rewards panel. If you still need help, send us the code and the message shown at checkout.
What if a product is out of stock?
Check the product page and selected variant for current availability. You can contact us with the product name or link to ask about availability. Please wait for confirmation before relying on a restock date.
Where can I read the ordering terms?
Our terms of service explain the conditions for using the store and address product information and pricing errors. Contact us if anything about your order needs clarification.
03Delivery & tracking
Where does PetProvo deliver?
We offer courier delivery across South Africa through The Courier Guy. Live and frozen feed have regional restrictions; see the specialist-feed section below.
Do you offer free shipping?
Our published shipping policy offers free shipping on South African orders above R2,000. Review the delivery charge shown at checkout and any product-specific conditions before paying.
How long does standard delivery take?
The shipping policy lists standard delivery at approximately 3–5 business days. Processing and transit are separate, and timings vary by product and destination. Check the shipping policy or contact us for an order-specific estimate.
Do weekends and public holidays affect processing?
Orders are processed on business days, Monday to Friday, excluding South African public holidays. Allow additional time around weekends and holidays.
How do I track my order?
A shipping confirmation email contains your tracking details once the order is dispatched. If you cannot find it, check your spam folder or contact us with your order number.
Can you deliver to a P.O. box?
No. Please provide a physical delivery address.
Why did only part of my order arrive?
Items may ship separately depending on availability. Check your dispatch messages and contact us about any missing item.
Do you offer express or international delivery?
The shipping policy mentions these services. Confirm availability, cost and product eligibility with us before relying on either option.
04Products & specialist feed
Where can I find food, treats and care products?
Use our collection directory to browse by animal or product type. There are dedicated sections for dog and cat food, treats and health products, as well as bird, fish and small-animal supplies.
Do you sell pet supplements and grooming products?
Yes. Browse dog supplements, cat supplements and grooming supplies. Check each product’s description and directions before purchasing.
How can I ask about a product or starter kit?
Send us the product link or tell us the animal, size and type of supplies you need. We can help with a product enquiry and confirm the currently available options, including any starter kits listed in the store.
Do you sell live, frozen and dried feeder products?
Yes. The feeder collection includes live crickets, mealworms, superworms and Dubia cockroaches, alongside frozen and dried options. Availability varies by product and variant.
Can live or frozen feed be delivered to the Western or Eastern Cape?
No. The collection’s current delivery notice excludes the Western Cape and Eastern Cape for live and frozen feed because of courier transit times. Contact us before ordering if you are unsure whether your address is eligible.
When are live and frozen feed orders dispatched?
The current collection notice states that these orders are packed on Mondays and Tuesdays and sent by courier on Tuesdays and Wednesdays. Some destinations may require dispatch the following week. Confirm arrangements before placing a time-sensitive order.
Is live arrival guaranteed?
The feeder collection does not promise guaranteed live arrival and explains the risks associated with third-party courier transit. Read its delivery and live-arrival notices before ordering. If there is an issue with your delivery, contact us promptly with your order details and photos.
05Returns & refunds
How do I request a return?
Email info@petprovo.co.za with your order number, item and reason. Wait for return authorisation and instructions before sending anything back. The refund policy sets out eligibility and conditions.
Can I return an unused item?
The published policy lists a 15-day window from purchase for eligible unused, unopened items, with original packaging, tags and accessories. Category exclusions apply; check the policy before arranging a return.
Are food, supplements and perishable products returnable?
The policy excludes these categories from routine returns, alongside medications, custom-made, used and opened items. If an item is defective, damaged or incorrect, contact us about that specific issue. This FAQ does not limit your applicable consumer rights.
What should I do about a damaged or incorrect delivery?
Contact us promptly. Include your order number, a description and clear photos of the item and packaging. Keep the packaging while we review the issue.
Who pays return shipping, and how are refunds paid?
The policy generally assigns return postage to the customer, except for defective items or order errors. Approved refunds go to the original payment method after inspection. Check the policy for timing and shipping-charge conditions.
06Rewards & donations
Is the loyalty programme free to join?
Yes. Visit our loyalty programme page or open the Rewards panel to create an account and join.
How do I earn and redeem rewards?
Earn points through eligible shopping activity and redeem them for available rewards. Your rewards panel shows the current earning options, balance and redemption conditions.
Do you have a refer-a-friend offer?
The loyalty page currently advertises “Give 10%, Get 10%”: your friend receives 10% off their first order and you receive a 10% reward after their purchase. Referral discounts are for new customers. Check the programme for current conditions.
Are checkout tips compulsory?
No. A checkout tip is optional. You can place an order without adding one.
Where do checkout tips go?
Through Tips are Donations, 100% of collected tips is pooled for an animal welfare charity. Before winter each year, customers who tipped receive an email inviting them to vote from a shortlist. The selected charity, donation total and follow-up updates are shared.
07Security & privacy
Does PetProvo use a secure website connection?
PetProvo’s Shopify-powered website uses HTTPS to encrypt the connection between your browser and the store. Visit petprovo.co.za directly and complete payment through checkout. No website or internet transaction is entirely risk-free.
How is my personal information used?
The privacy policy explains the information collected, its uses and sharing with service providers. Contact us with questions about your information.
What details should I avoid sending in a support message?
Do not send full card details, card security codes, passwords or one-time PINs by email, WhatsApp or the contact form. An order number and a clear description of the problem are a useful starting point.
Still need assistance?
Send us your question. For an existing order, include your order number and checkout email address so we can find the relevant details.