Frequently Asked Questions

Ordering

How long does it take to make my order?

Most Dear Pet Co. products are handcrafted to order.

Our current production time is approximately 5-7 business days, after which your order will be dispatched or made available for collection.

During peak seasons, promotional periods, or public holidays, production times may be slightly longer.

Can I change my order after it has been placed?

If production has not yet started, we may be able to assist.

Please contact us as soon as possible via WhatsApp or email. Once production has started, order changes may no longer be possible.

Can I cancel my order?

Because many Dear Pet Co. products are handcrafted to order, orders cannot generally be cancelled once production has commenced.

Please contact us as soon as possible after placing your order if you need assistance.

Shipping & Collection

How much does shipping cost?

Within Gauteng

R120 standard shipping
Free shipping on orders over R2,000

Outside Gauteng

R150 standard shipping
Free shipping on orders over R2,000

Additional shipping charges may apply to oversized items such as pet beds.

Do you offer collection?

Yes.

Orders may be collected from:

84 Carol Road, Factoria, Krugersdorp, Gauteng, 1739

You will receive a notification once your order is ready for collection.

How do I track my order?

As soon as your order is dispatched, we'll email your tracking information so that you can follow your parcel's journey.

Sizing

How do I choose the correct size?

Every product includes a sizing guide.

We strongly recommend measuring your pet before ordering and comparing those measurements with the sizing chart provided.

If you're unsure, contact us and we'd be happy to assist.

My pet is between sizes. Which size should I choose?

This depends on the specific product and your pet's build.

Products & Care

What are Dear Pet Co. Walk & Wear products made from?

Our Walk & Wear collection is handcrafted using carefully selected premium fabrics and reinforced nylon webbing for strength and durability.

Fabric compositions vary by collection and may include cotton, canvas, velvet, corduroy, and other luxury textile blends.

Product-specific information is available on each product page.

Are your products strong enough for dogs that pull?

Yes.

Our collars, leashes, and harnesses are reinforced with durable webbing and high-quality hardware selected to withstand everyday use.

As with all pet accessories, regular inspections are recommended to ensure continued safety.

How do I clean my Walk & Wear accessories?

We recommend hand washing in cool water using a mild detergent.

Lay flat to dry and avoid tumble drying.

Dry any metal hardware immediately after washing.

How do I wash my pet bed?

Care instructions vary by product.

Most bed covers can be removed and washed separately.

Specific washing instructions are provided on each product page.

Returns & Refunds

Can I return a handmade item?

Because our products are handcrafted to order, returns for change of mind or incorrect size selection are generally not accepted.

Please refer to our Returns & Refund Policy for full details.

What if my order arrives damaged or defective?

Please contact us within 7 days of receiving your order and provide photographs where applicable.

We will investigate the issue and assist in accordance with our Returns & Refund Policy and the Consumer Protection Act.

Dear Pet Co.

Are your products made in South Africa?

Yes.

All Dear Pet Co. products are proudly handcrafted in South Africa.

By manufacturing locally, we support South African craftsmanship, skills development, and local suppliers.

Do you offer wholesale opportunities?

Yes.

Please contact us at info@dearpet.co.za to discuss wholesale opportunities and current requirements.

How can I contact Dear Pet Co.?

Email Us | info@dearpet.co.za

Address | 84 Carol Road, Factoria, Krugersdorp, Gauteng, 1739