Last updated: August 2026

At PetHaven, we want to make getting your pet's favorite products as easy and convenient as possible. Please read the information below to understand how our shipping process works.

1. Where We Ship

We currently ship orders to the United States

Some products may have different shipping options or delivery times depending on the supplier and your delivery location.

2. Order Processing

Orders are processed after payment has been successfully received.

Please allow approximately 2–5 business days for your order to be processed and prepared for shipment.

Processing times may vary depending on product availability, supplier processing times, weekends, public holidays, and order volumes.

3. Delivery Times

Once your order has been shipped, estimated delivery times are generally:

5–15 business days

Please note that these are estimated delivery times and not guaranteed delivery dates. Delivery times may vary depending on your location, courier availability, supplier processing times, customs procedures, and other circumstances outside our control.

For products shipped internationally or directly from an overseas supplier, delivery may take longer.

4. Shipping Costs

Shipping costs are calculated and displayed at checkout based on your order and delivery address.

From time to time, PetHaven may offer free shipping promotions or other shipping discounts. Any applicable promotion will be clearly displayed on our website.

5. Order Tracking

Once your order has been shipped, you may receive a shipping confirmation email containing tracking information, where tracking is available.

Please allow some time for tracking information to become active after your order has been dispatched.

If you have not received tracking information within a reasonable period, please contact us and we will be happy to assist.

6. Delivery Delays

While we do our best to ensure your order arrives within the estimated delivery timeframe, occasional delays may occur.

Delays can be caused by factors such as:

• Courier delays
• High order volumes
• Public holidays
• Severe weather
• Supplier delays
• Incorrect or incomplete delivery information
• Customs or international shipping procedures

PetHaven cannot guarantee specific delivery dates and is not responsible for delays caused by circumstances outside our reasonable control.

7. Incorrect Shipping Information

Please make sure that your delivery information is correct and complete before placing your order.

PetHavenSA is not responsible for orders delivered to an incorrect address provided by the customer.

If you realise that you have entered incorrect shipping information, please contact us as soon as possible. We will do our best to assist, but we cannot guarantee that the address can be changed after the order has been processed or shipped.

8. Lost, Missing or Damaged Orders

If your order appears to be lost, has not arrived within the expected delivery timeframe, or arrives damaged, please contact us as soon as possible.

For damaged items, please provide photographs of the product and packaging so that we can investigate the issue and assist you with the next steps.

Where applicable, we will work with the relevant supplier or delivery partner to resolve the issue.

9. Multiple Products in One Order

If you purchase multiple products, your items may occasionally be shipped separately. This can happen when products are fulfilled by different suppliers or from different warehouses.

You may therefore receive more than one package for a single order.

Don't worry if your items do not arrive at the same time—we'll do our best to keep your order moving.

10. Changes to This Shipping Policy

PetHaven reserves the right to update or change this Shipping Policy when necessary. Any changes will be posted on this page with an updated "Last updated" date.

11. Contact Us

If you have any questions about your order or our shipping policy, please contact us through the Contact Us page on our website.

We're always happy to help you and your furry family! 🐾

PetHaven
Everything for your furry family.