Shipping
No — they’re estimates.
Couriers provide delivery timeframes based on worst-case scenarios, so while most orders arrive sooner, delays can still happen due to:
- High volumes
- Weather
- Outlying areas
Yes.
As soon as your order is dispatched, you can track it HERE, and you’ll receive a tracking link via email so you can follow your delivery.
We currently do not offer free delivery.
Our products are priced as competitively as possible, without adding hidden shipping costs into the price, so you only pay for delivery when it applies.
We are working with our courier partners to introduce free delivery on larger orders, but only in a way that keeps our pricing fair and transparent.
The best way to reduce your shipping cost per item is to add more items to your cart.
Shipping is calculated per parcel, so ordering multiple items together helps spread the cost, giving you better overall value.
Delivery consists of two stages:
- Handling time: 1–3 business days
- Courier delivery: 1–4 business days
Estimated total delivery time: 2–7 business days
Shipping cost starts from R70 and is calculated based on the weight and size of your order.
Heavier items like pet food may cost more due to courier charges.
We always aim to keep shipping as affordable as possible with no hidden fees.
We use Bob Go to handle all our shipping.
Bob Go automatically compares courier rates and selects the best available option for your order, based on price, size, weight, and delivery area.
Our courier partners include:
- RAM Couriers
- The Courier Guy
- Internet Express
- MTE Express
- SkyNet Worldwide Express
- Fastway Couriers
- Bob Box
- Pargo
This means you always get a reliable courier at the most competitive available rate for your delivery.
We take a bit of time to make sure everything is:
- Packed properly
- Accurate
- Ready for a smooth delivery
It helps avoid mistakes and delays later on.
Returns
Yes.
If a return is approved:
- A R30 restocking fee applies
- Original delivery fees are non-refundable
- Return courier costs are your responsibility
- Payment processing fees may be deducted
Yes — but only before it has been dispatched.
Once your order has been shipped, it can no longer be cancelled and will fall under the return policy.
Returns are only accepted with prior approval from Keen Pets.
You must contact us within 48 hours of delivery.
Unauthorised returns will not be accepted or refunded.
Returns for incorrect orders are only considered if:
- The product is unopened
- The seal is intact
- Packaging is in perfect condition
- You contact us within 48 hours
Contact us within 48 hours and include:
- Clear photos of the product
- Packaging and courier label
The product must not be used.
If approved, we’ll offer a replacement or refund.
We cover return shipping for valid claims.
Refunds
Yes.
If a return is approved:
- A R30 restocking fee applies
- Original delivery fees are non-refundable
- Return courier costs are your responsibility
- Payment processing fees may be deducted
Returns for incorrect orders are only considered if:
- The product is unopened
- The seal is intact
- Packaging is in perfect condition
- You contact us within 48 hours
Contact us within 48 hours and include:
- Clear photos of the product
- Packaging and courier label
The product must not be used.
If approved, we’ll offer a replacement or refund.
We cover return shipping for valid claims.
Order cancellations
Yes — but only before it has been dispatched.
Once your order has been shipped, it can no longer be cancelled and will fall under the return policy.
Location
No, not yet — we do not have physical stores or branches yet.
We deliver nationwide, so you can order from anywhere without needing to visit a store.
We’re based in Nelspruit, and deliver pet products nationwide across South Africa — straight to your door.