FAQ

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.

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?

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.

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.