General
What happens if my ordered products are out of stock?
We try our best to keep all items in stock. If our supplier discontinues or is unable to supply your choice of product, we will immediately let you know. We will try to help you select a replacement item to be delivered.
What is your address?
Shop 15, Gift Acres Shopping Centre, Cnr Lynnwood & Gift Acres Road, Pretoria.
Payment Options
What payment methods do you accept?
We accept payment from VISA or MASTERCARD credit cards
Are my credit card details secure?
To ensure the safety of your personal credit card details we use the – – – gateway for all orders placed. – – – ensures that all the transactions are encrypted to the highest global standards. Their payment systems are monitored and audited regularly by a world-leading Qualified Security Assessors (QSA), so you can be confident and completely secure.
Shipping
What are my delivery options?
Vet Hyper offers 2 convenient methods of delivery:
1. Courier – we deliver directly to your home or office within all areas of South Africa.
2. Collect – you can collect your order directly from our shop at Shop 15, Gift Acres Shopping Centre, Corner Lynnwood & Gift Acres Road, Lynnwood Ridge, Pretoria.
Collection hours are: Monday – Friday 9:00 – 18:00; Saturdays 9:00 – 15:00; Sundays & Public Holidays 9:00 – 13:00.
We will notify you once your order is ready for collection.
What will delivery cost me?
Shipping rates depend on your delivery area.
FOR GAUTENG: our shipping rates are FREE for any orders over R650. If your order is below the value of R650 then you will be charged a flat shipping rate of R59.00 per parcel.
FOR NATIONAL DELIVERIES TO MAJOR CENTRES (Cape Town, Stellenbosch, Paarl, George, Knysna, Plettenburg Bay, Mossel Bay, Port Elizabeth, East London, Durban, Port Shepstone, Richards Bay, Pietermaritzburg, Kimberly, Harrismith, Bloemfontein, Klerksdorp, Rustenburg, Witbank, Nelspruit or Polokwane): flat shipping rate of R85.00 per parcel.
FOR NATIONAL DELIVERIES OUTSIDE MAJOR CENTRES: flat shipping rate of R120.00 per parcel.
Do I have to sign for my package?
Yes. If you are not available to sign for the delivery in person, then please let us know via email at info@vethyper.com who will be signing on your behalf.
What happens if an item is missing from my order?
Contact us telephonically (on 012 361 4460) or per email at info@vethyper.com within 24 hours of receiving the delivery. We will arrange delivery of the missing items or will offer you a refund.
How do I track my parcel?
Once your order has been processed, we will send you a notification email with a label tracking number.
Simply log on to the FastWay Couriers website at http://www.fastway.co.za/our-services/track-your-parcel and enter your label number for up-to-the-minute information on the status of your parcel.
Which areas do you deliver to?
We deliver to all areas within South Africa
How long before I receive my order?
Depending on what time your order is placed, delivery can be less than 24 hours, but can also run up to 10 – 14 working days depending on our stock levels. Most of our orders are delivered within 24 – 48 hours. Our couriers do not work over weekends so delivery days are Mondays to Fridays only. If you would like to get an estimated time of arrival, send us an email at info@vethyper.com asking us for an ETA on the products.
Are all items available for in-store collection?
Yes, all items are available for collection.
Our shop is located in Gift Acres Shopping Centre, corner Lynnwood & Gift Acres Road, Lynnwood Ridge, Pretoria. We will send you an email to let you know once your items have been processed and are ready for collection.
Collection times are Mondays – Fridays 9am – 6pm, Saturdays 9am – 3pm, Sundays & Public Holidays 9am – 2pm.
What if I am not home to accept my delivery?
If you are not home when the courier attempts to deliver your order they will typically leave a note or calling card. This calling card usually contains the details needed to contact the courier to arrange a suitable re-delivery date. The courier will attempt to deliver your order a second time however if for any reason you do not contact them and/ or they are unable to contact you, the delivery may be returned to us. If returned, we will contact you and either arrange another delivery (at an additional cost to you), or we will arrange a refund of the order value less any incurred delivery costs.
What time will my order arrive?
Your order will be delivered on weekdays only from Monday to Friday and generally only during business hours from 8am-6pm.
Exchanges & Returns
Can I return an unwanted item?
You can exchange or return your purchase within 7 (seven) days of delivery.
To be eligible for a return, your item must be:
(1) Unused and in the same condition that you received it
(2) In the original packaging with the original labels still attached
(3) Returned within 7 days of delivery To complete your return, we also require a receipt or proof of purchase.
Several types of items are exempt from being returned, including:
(a) Gift cards
(b) Items on sale
(c) Any customized item that was made to your specifications
(d) Any item not in its original condition, is damaged or missing parts for reasons not due to our error. If the returned item is not free of pet hair, pet odour, debris, chew marks or any other damage, no refund/exchange will be made.
(e) Any item that is returned more than 7 (seven) days after delivery
How do I return a product?
Before you return the item, please notify us telephonically or per email at info@vethyper.com
The method in which you chose to return the items is entirely up to you. Please note that you are responsible for the cost of returning items which were ordered incorrectly or are unwanted.
You could make use of the following:
(1) Courier services (recommended);
(2) Return the items directly to our shop;
(3) Post Office (only registered mail is advised).
Remember to send the items in their original packaging and to pack the box in such a way as to protect the content during transit. Please include a copy of your receipt. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange.
Address to use when returning items via couriers or personally:
Shop 15, Gift Acres Shopping Centre, Cnr Lynnwood & Gift Acres Road, Lynnwood Ridge, Pretoria. Address to use when using the Post Office: PO Box 306, Cornwall Hill, Irene, 0178.
What if my items are damaged?
We do our best to ensure that stock delivered to you is in good condition.
If you received a product with a defect or fault, then let us know within 24 (twenty-four) hours so that we can arrange a replacement or refund. Once you have received your order, please check the contents immediately and report any discrepancies or damages to us immediately.
What if I received an incorrect order?
If the items are not the same as what you ordered, then report the error within 24 (twenty-four) hours of delivery so that we can rectify it. Any incorrect orders must be immediately reported, within 24 (twenty-four) hours of delivery. Once you have received your order, please check the contents immediately and report any discrepancies or damages to us immediately.
What happens if an item is missing from my order?
Contact us telephonically (on 012 361 4460) or per email at info@vethyper.com within 24 hours of receiving the delivery. We will arrange delivery of the missing items or will offer you a refund.
How long does it take to process my return?
Once your return is received and inspected, we will send you an email. We will also notify you of the approval or rejection of your refund or exchange. If approved, you will be refunded the full purchase costs excluding the delivery costs. A credit will be applied to your credit card or original method of payment within 30 (thirty) days of the date of your cancellation of the order or return of the item. If you prefer an exchange, then we will ship the replacement items as soon as possible.
