What is the status of my order?

To check the status of your order, go to Orders.

How long does it take to get my order?

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.

How much is shipping?

Most orders over Ksh 3000 ship free! Other orders ship for a flat rate of kSH 200 for Nairobi region and Ksh 300 for other towns. Depending on the nature and weight of the ordered items, additional costs may apply.

Who will be delivering my order?

We deliver via our own express delivery courier to provide you with the fastest and most reliable service available. For orders ouside Nairobi, we use both G4S and Wells Fargo courier for fast next day deliveries


How do I make a purchase?

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. 

 

Why is my Card not working?

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.

What information do I need to check out?

Our checkout is easy, fast, and secure. Enter your address and payment method, then place your order!

What forms of payment do you accept?

We accept M-pesa, Visa, MasterCard, American Express, Airtel Money and dark chocolate dipped in warm milk (: . We also accept Petsasa Gift Cards.

How do I request a return or replacement?

Our return policy is simple and worry-free: If you’re not 100% satisfied with your pet supplies, you can return them within 3 days of purchase.  If you would like to request a return or replacement, please send us a message with your order number.

We do not accept returns or exchanges on food,  medications and some bulky items. However, if the food or medication 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, they must be in good condition; clean and undamaged 

Petsasa Kenya reserves the right to accept or reject returns.