Frequently Asked Questions

What type of pet accessories do you offer?

We offer a wide range of pet accessories to cater for your beloved pups needs. Our selection includes:

Collars and Leashes: Available in different sizes, materials, and styles to suit all breeds and preferences.
Toys: From chew toys to interactive puzzles, we have options to keep your pet entertained and mentally stimulated.
Grooming Tools: Brushes, combs, nail clippers, and other grooming essentials to keep your pet looking their best.
Bedding: Comfortable and durable beds, mats, and blankets for pets of all sizes.
Feeding Accessories: Bowls, feeders, and water dispensers designed for convenience and hygiene.
Travel Accessories: Travel gear, bowls, and other accessories to make traveling with your pet easier and safer.
Clothing: Stylish and functional apparel for all occasions, including seasonal wear and special events.
Health and Wellness Products: Supplements, dental care items, and other products to support your pet’s overall health.

We strive to provide high-quality products that enhance the well-being and happiness of your pets. If you have any specific needs or questions, feel free to reach out to us!

What sizes are available for your products?

We offer a variety of sizes for our pet products to ensure a perfect fit for pets of all shapes and sizes. Here’s a general guide to the sizes available:

Collars and Leashes: Sizes range from extra small to extra-large, accommodating pets from tiny puppies to large dogs. Specific measurements are provided for each product to help you choose the right size.
Toys: Available in small, medium, and large sizes to suit different breeds and play styles. Some toys are designed specifically for small pets, while others are robust enough for larger breeds.
Grooming Tools: Brushes and combs come in various sizes to match the coat length and type of your pet, ensuring effective grooming.
Bedding: Our beds and mats range from small to extra-large, providing comfortable sleeping options for pets of all sizes.
Clothing: Sizes range from extra small to extra-large, with detailed size charts to help you find the perfect fit for your pet’s measurements.
Feeding Accessories: Bowls and feeders come in different capacities to suit the dietary needs of small, medium, and large pets.
Travel Accessories: Travel accessories are available in multiple sizes to ensure your pet travels comfortably and safely.

For specific size information, please refer to the product descriptions on our website or visit the sizing page. We’re here to help you find the perfect fit for your furry friend!

What materials are the Dear Pet Co. Walk and Wear accessories made from?

Our luxury walk and wear accessories are crafted from carefully selected fabrics, including cotton, canvas, scuba, roma, cotton spandex, velvet, and velvet fleece. Each item is reinforced with nylon webbing to ensure strength and durability.

For more details on the specific fabrics used in the product you’re interested in, please reach out to the Dear Pet Co. team at info@dearpet.co.za.

What Materials are the Dear Pet Beds and Blankets made from?

The Dear Pet Co. Cozi Pet Beds are crafted from a velvety upholstery fabric that is both soft and cooling.

Our Lounger Pet Beds are made from a variety of durable fabric from cotton, upholstery to corduroy.

Our Plush Beds and Poof Beds are made from 100% polyester faux fur, ensuring no real animal fur is used. This faux fur is lightweight, ultra-soft, and does not shed, except in cases where your pup might be a bit of a scratcher.

The inners of all our beds are filled with 100% recycled polyester fiber material.

The Cozi Pet Bed and Lounger Pet Bed range features removable inners enclosed in a polycotton casing, while the inners of the Plush Beds and Poof Beds are not removable.

How do I wash the Dear Pet Co. Pet Beds and Blankets?

The Cozi Pet Beds and Lounger Pet Bed are designed with removable inner casings for easy washing and drying. To clean, first remove the inner center cushion the bed. You can machine wash or hand wash the cover in cold to lukewarm water. Hang it up to dry and avoid tumble drying. Once the cover is dry, reinsert the inner cushions and fluff them up with your hands.

The Plush and Poof Beds do not have removable covers, but the entire bed is machine washable if needed. After washing, fluff out the stuffing by gently pulling at the bed.

Pet Blankets can be machine washed, or hand washed in cold to lukewarm water. Hang them up to dry and do not tumble dry.

How do I wash the Dear Pet Co. Walk and Wear accessories?

Hand wash all walk and wear accessories using cold water and gentle soap. Dry the hardware with a soft cloth. Lay the items flat to dry in the shade and avoid tumble drying. Use a warm iron if needed.

Do you offer personalized or custom products?

Absolutely!

For more details, please visit the customization page on our website. Alternatively, you can contact us at info@dearpet.co.za, and we’ll be happy to assist you.

My dog is a tugger! Will the Dear Pet Co. Walk and Wear accessories be strong enough?

All our leashes, collars and strap harnesses are lined with nylon or polyester webbing to ensure strength and durability. Our hardware used is rated at 150kg breaking force.

What is your return or exchange policy?

We want you to be happy with your purchase. If you're not satisfied, here’s how we can help:

General Returns:

You may return or exchange eligible items within 30 days of purchase.
Items must be unused, in their original condition, and in original packaging.
This 30-day policy is a voluntary benefit and does not affect your statutory rights under the Consumer Protection Act.

Statutory Returns:

Under the CPA, you are entitled to return goods if:
- They are defective, unsafe, or not fit for purpose.
- You purchased them via direct marketing (e.g., phone, email, online ads) — in which case you have a 5-day cooling-off period from the date of delivery to cancel and return the item for a full refund.

Defective Products:

Defects must be reported within 48 hours of delivery.
We will assess the item and offer a repair, replacement, or refund as required by law.

Non-Returnable Items:

The following items cannot be returned:
- Gift cards
- Dog treats, grooming products, and other consumables for hygiene or health reasons
- Items not in original condition, damaged, or missing parts due to reasons not caused by us

Refunds:

Refunds will be issued to your original payment method where required by law.
In other cases, we may offer store credit or exchange at our discretion.

Sizing Issues:

If you receive an item—such as a dog jacket—that is in good condition but does not fit:

You may return it within 30 days of purchase, provided it is unused, in its original condition, and in original packaging.
We will offer you a store credit or exchange, subject to stock availability.
Cash refunds are not provided for sizing issues unless the item was mislabeled or not as described, in which case you may request a full refund in accordance with the Consumer Protection Act.

For more information, please visit the exchange policy page or contact our support team on info@dearpet.co.za.

Do you have a loyalty program or offer discounts?

We offer a fantastic loyalty program where you can earn Pup Points for various activities, such as making purchases, referring friends, and more. These points can be redeemed for discounts, free products, and exclusive offers.

Additionally, we frequently run special promotions and discounts. Be sure to sign up for our newsletter and follow us on social media to stay updated on the latest deals and offers.

For more details on our loyalty program and current discounts, please visit our website or contact our customer service team. Happy shopping!

Earning Pup Points is easy and rewarding! Here are some common ways you can earn points:

Make a Purchase: Earn points for every rand you spend on our store. The more you shop, the more points you accumulate.
Sign Up: Sign up for an account on our website and earn points just for joining our loyalty program.
Follow Us on Social Media: Earn points by following our social media accounts. Stay connected and get rewarded!
Celebrate Your Birthday: Receive bonus points as a birthday gift from us. Make sure your birthdate is added to your account profile.
Special Promotions: Keep an eye out for special promotions and events where you can earn extra points.

To view your points balance and available rewards, log in to your account on our website. For more details on how to earn and redeem Pup Points, visit our loyalty program page or contact our customer service team. Happy earning!

What is your delivery policy?

FREE DELIVERY on orders over R2000 within South Africa. (Note: Free delivery does not apply to orders that include pet beds.)

Standard delivery within Gauteng: R90
Standard delivery outside of Gauteng: R120
Standard delivery within Gauteng for orders including pet beds: R175
Standard delivery outside of Gauteng for orders including pet beds: R225

Delivery Time for Dear Pet Co. Products:

Orders including Dear Pet Co. products have a processing and delivery turnaround time of 5 to 7 business days, as all items are handmade to order.

Delivery Time for Non-Dear Pet Co. Products:

Orders containing other branded products (non-Dear Pet Co. products) have a delivery time of 5 to 7 business days.

I placed my order but have not received any communication since?

We’re sorry to hear that you haven’t received any updates on your order. Here are a few steps you can take:

Check Your Email: Sometimes, our emails might end up in your spam or junk folder. Please check these folders for any communication from us.
Order Confirmation: Ensure that you received an order confirmation email immediately after placing your order. If you didn’t receive this, there might have been an issue with your order placement.
Order Dispatch: A second email will only be sent by our team once your order is sent out for delivery. This will include a tracking number which you can use to track the delivery of your order
Contact Us: If you still haven’t received any communication, please reach out to our customer support team. You can contact us via email on info@dearpet.co.za. Provide your order number and any other relevant details so we can assist you promptly.

I have not yet received my order. When can I expect delivery?

We understand how eager you are to receive your order and apologize for any delays. Here are a few steps to help you track your delivery:

Check Your Order Status: Log in to your account on our website and navigate to the “Order History” section to view the current status of your order.
Shipping Confirmation Email: Once your order has been shipped, you should receive a shipping confirmation email with a tracking number. Use this number to track your package on the courier’s website.
Estimated Delivery Time: Delivery times can vary based on your location and the shipping method selected. Typically, orders are delivered within 5-7 business days.
Contact Us: If your order is past the estimated delivery time and you still haven’t received it, please contact our customer support team. Provide your order number and any other relevant details so we can assist you promptly.

I have decided that I would like to cancel my order and get a refund. Is this possible?

Since all our items are made to order based on your chosen specifications, we are unable to cancel orders once they have entered production.