Ordering Process
Orders can be placed any day of the week, with the option to choose between courier delivery and collection.
Please note that all orders are shipped only weekdays between 9am and 5pm daily.
Once your order is processed, tracking details will be emailed to you. Delivery typically takes 1 to 3 days, depending on your location.
Orders placed after hours will be processed the following weekday times as mentioned from 9am to 5pm that next day. Weekends and Public holidays are not considered order processing times.
Shipping Disclaimer
Frozen Feeder Orders
Shipping frozen feeders may incur an additional Overnight Service Charge. Our office will contact you if extra fees apply. Overnight shipping is only available to major city centers. If your address falls outside a central area, delivery may take 2–3 days. We include as many ice packs as possible to maintain product integrity; however, we cannot guarantee any orders of frozen feeders will remain frozen during transit. Thank you for your understanding.
Collections
If you’ve selected the “Pick Up” option, please wait for a “Ready to Collect” email before coming to collect your order. Collections are available weekdays from 10am till 5pm only.
Courier Service South Africa
A courier service fee will automatically be calculated depending on where you are based and be added on to your order on checkout. Your order will take typically 2-3 days to arrive, unless you stay in an outlying area in which it may take an extra working day or two to arrive. Weekends and public holiday are not considered delivery days nor order processing times. With this option your order will be delivered directly to your physical address and can be tracked online.
Please Note: Heavy/large products will have an additional delivery charge automatically added on during checkout. We always try our best to make sure you get the best possible rate.
Please Note: Livestock is not available on this option of shipping, an additional delivery fee will be automatically calculated and added on during checkout depending on which province you stay in. Livestock is sent using a specialised delivery service. We always try our best to make sure you get the best possible rate.
Please Note: Frozen stock can only be shipped out on Mondays with ice, therefore the 2 – 3 day delivery service does not apply for frozen stock. It will be 2 – 3 days delivery from the date of shipping. Shipping frozen feeders will incur an additional Overnight Service Charge. Our office will contact you if extra fees apply. Overnight shipping is only available to major city centres. If your address falls outside a central area, delivery may take 2–3 days. We include as many ice packs as possible to maintain product integrity; however, we cannot guarantee any orders of frozen feeders will remain frozen during transit. Thank you for your understanding.
Feeder Foods
shipping fees will automatically be calculated and added on to your order on checkout. We always try our best to make sure you get the best possible rate. While we endeavour to pack the feeders appropriately to ensure survival we however cannot guarantee their survival rates while in transit. We ship them as standard 2-3 working day delivery time. You may opt for overnight shipping at additional charges.
Livestock
Shipping will be arranged using a specialized delivery service with additional costs which will automatically be added to your cart on checkout depending on which province you are based in. We only ship same day or overnight on livestock no exception! It is your responsibility to ensure that livestock we supply is legal in your province and the required permits is obtained by you before we ship if so they are required.
Haven’t Received Your Order?
If you have not received your order and it has past your delivery time, please contact us so we can investigate the issue. Please feel free to contact us if you have any questions or concerns regarding your order.
1. Shipping Services and Order Processing
We dispatch orders via trusted national courier partners, with service types selected based on your location, parcel weight, and delivery timing.
- Orders placed before 16:00 (Monday–Friday) are processed and prepared for courier collection on the same business day.
- Orders placed after 16:00 are processed the next business week day.
- Processing includes picking, packing, and labelling. Courier pickup may occur the same day or the following business day depending on dispatch schedules.
- No orders are processed, dispatched, or delivered on weekends or public holidays.
- A tracking link will be sent once your parcel is dispatched.
Delivery estimates begin after the courier collects your parcel—not from the time of order placement.
Delivery Timeframes
| Delivery Zone | Estimated Time (Post Dispatch) |
| Major Urban Areas | 2–3 business days |
| Regional Areas | Up to 5 business days |
| Remote/Outlying Areas | Add 2–3 days to regional timeframe |
While we aim to meet these timeframes consistently, delays can occur due to:
- High volume periods
- Weather or road disruptions
- Courier delays or stock reallocation between warehouses
If your parcel has not arrived within 5 business days after dispatch, please contact us at customerservice@petworld.co.za.
Order Tracking and Status
- You will receive a tracking email as soon as your order is dispatched.
- You can view real-time delivery updates via the tracking link.
- If your order appears delayed or is not tracking correctly, please email customerservice@petworld.co.za.
Out-of-Stock Items and Fulfillment Holds
In rare cases, part of your order may be temporarily unavailable from the assigned warehouse location. To maintain inventory accuracy:
- We may place your order on hold for up to 2 business days while stock is transferred or replenished.
- You will be notified if this affects dispatch timing.
- If an item becomes unavailable, we’ll offer a replacement, credit, or full refund.
Address Accuracy and Delivery Conditions
- Ensure your delivery address is correct and complete at checkout.
- Courier delivery occurs Monday to Friday between 08:00–17:00. Specific delivery times cannot be guaranteed.
- If delivery is unsuccessful after two attempts, re-delivery fees may apply.
- If you’d like us to deliver to a neighbour or colleague if you’re unavailable, please leave a clear note at checkout.
- Delays, Returns & Cancellations
- Delayed Deliveries
- If your order is delayed beyond the delivery timeframe, we will investigate and resolve the issue as quickly as possible.
- Returns
- We do not refund shipping charges unless a delivery issue is the result of an error on our side. If an item arrives damaged or incorrect, please notify us within 24 hours of delivery, including photos if applicable.
- Cancellations
- Orders can be changed or cancelled only before dispatch. Once dispatched, they are final. Please email sales@unitedreptiles.co.za as soon as possible after placing your order if you need assistance.
Customer Support
If you have any questions about your order, delivery status, or shipping rates, contact us:
- Email: sales@unitedreptiles.co.za
- Hours: Monday–Friday, 9:00–17:00 (SAST)
- Or whatsapp us 065 831 7116
Final Note
We currently deliver within South Africa only. Orders placed with incorrect address regions or excessive weight without surcharge may be paused and verified with you prior to dispatch.
Thank you for choosing Petworld Online. We’re committed to delivering your pet essentials promptly, reliably, and with care.
