Here are a few of the questions we get the most. If you don’t see what’s on your mind, reach out to us anytime on phone, chat, or email.
To check the status of your order, go to Orders.
Most customers can expect to receive their supplies within 1 to 2 days. Orders that require prescription approval or personalization may take longer to deliver.
Shipping cost start from zero shilling for VIPets members or as as low as 99 Ksh and are calculated based on order, address and mode of delivery selected. To see how much it will be for your order, add items to your cart and proceed to the checkout page. Once you enter you address, the cost will be updated.
We deliver via our own express delivery courier to provide you with the fastest and most reliable service available. For orders ouside Kampala, we use both G4S and Wells Fargo courier for fast next day deliveries
To make an order, search for the items you would like to order. Browse the pet category or use the search bar at the top of the page to search for products.
To add the product to your cart, click on the orange button that says “Add to Cart.”
After you add something to your cart, you can keep shopping or check out. To check out, click on the orange button that says “Proceed to Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout.
When you’re ready, click the orange button that says “Place Order.” We’ll send you an email confirming your order.
If you’re having trouble with your debit /credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.
Our checkout is easy, fast, and secure. Enter your address and payment method, then place your order!
We accept M-pesa, Visa, MasterCard, American Express, Airtel Money and dark chocolate dipped in warm milk (: . We also accept Petsasa Gift Cards.
Returns, Exchanges & Refunds
Our return policy is simple and worry-free: If you receive a faulty, wrong or damaged item(s) you can return them within 7 days of purchase for an exchange at no additional cost. However, the refund/exchange claim must be lodged within 48 hours of order delivery. In a situation where an exchange can not be provided, Petsasa will issue a refund.
If, for any reason, you are not satisfied with an item you received, you can apply for a exchange or refund in form of store credits. Cash refund are not provided for this case. In this case, the customer bares the full cost of returning delivery cost. The items must be returned within 7 days of purchase.
NOTE: Unless due to a defect, we do not accept returns or exchanges on food, medications, most wearables that have been worn and some bulky items. However, if the item you received is incorrect or damaged, we will gladly exchange it for you or provide a refund on a case-by-case basis.
For returns to be accepted, items must be in good condition; clean and not damaged. We may also require the packaging to be intact for some items.
Items sent back to Petsasa without the return being pre-approved and the return delivery fee being paid will not be accepted.
Returnable goods will only be accepted if and only when they are sent to Petsasa via G4S courier services, Wells Fargo courier services or picked from the customer by our appointed delivery personnel. Goods sent through other means will not be eligible for refund or any other form of compensation. The is return address is :
Near Qwetu Parklands
+254 114 550 668 – C/O George Maina
Petsasa Uganda reserves the right to accept or reject returns.