Frequently Asked Questions

SHIPPING

What Shipping Methods Are Available?

[1.] HOME DELIVERIES IN LAGOS: This is only possible if your location in Lagos is easily accessible. If you live in the interior parts of Lagos, we may not be able to deliver to your home due to the traffic conditions in some parts of Lagos. If this is the case, we will call and notify you to see if we can mutually agree on other alternatives: eg, drop off at your office (if your office is easier to access) or you can pick up from any of our branches. [2.] DELIVERIES OUTSIDE LAGOS: Is to the depot of the nearest regular/popular transport company coming to your location. Once we hand the goods over to the transport company in Lagos, we will either obtain a waybill or a telephone number from them and pass same over to you. From then on, it is your responsibility to follow up with the transport company to find out when the goods gets to the transport company's depot. Please notify us if you encounter any issues and we will also follow up with the transport company from Lagos. [3.] HOME DELIVERIES OUTSIDE LAGOS: We occasionally do home deliveries outside Lagos but this must be by special arrangement. Usually the charges will be substantially higher. Home deliveries outside Lagos are usually done by courier. For any enquiries related to Shipping and Delivery, please get in touch with us using the details on our CONTACT US. You can also chat with us on WhatsApp +2347045584152, +2348055025945

Do You Ship Internationally?

No. We currently only ship to states within Nigeria

How Long Will It Take To Get My Package?

Most customers can expect to receive their food and supplies within 1 to 3 days. Purchase orders paid for before 10am of any business day will be dispatched on the same day. This means that most Lagos customers will receive their goods on the same day. For customers outside Lagos, this will depend on the distance of your location from Lagos and the transport company of your choice. Deliveries by courier are faster, but are substantially more expensive

How much is shipping?

Because we ship nationwide, our shipping fees depends on the weight of your order and your location and can range from ₦1,000 to up to ₦4,000 or more. Our website automatically uses these factors to automatically calculate the shipping amount.

What happens if my package gets lost?

All items purchased from petshopplus.ng are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier. See our Terms & Conditions, shipping, delivery and refund policies for further details.

PAYMENT

What Payment Methods Are Accepted?

We accept Direct bank Transfers and Online Card payments. Our online payments are processed by PayStack (https://paystack.com/about)

Is Buying On-Line Safe?

Our website is enabled with the updated version of TLS (Transport Layer Security). TLS is the successor to SSL (Secure Sockets Layer) and is a cryptographic computing protocol that encrypt data and authenticate a connection when moving data on the Internet. It ensures the security of data sent via the internet by using encryption. This provides a very good level of security for any data transportation and you can safely use your credit card for purchases on our website

Why is my credit card not working?

If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit 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 shipping address and payment method, then place your order!

I received a promotion code. How do I apply it?

Applying a promotion code is simple! At Checkout, simply type the code into the box that says “Promo Code.” Then, click the button that says “Apply.” All promotion codes can only be used once. Check PetShop Plus's terms and conditions on our website or the one you received from us

Order & Returns

How do I place an Order?

To place an order, make sure you are logged in to your PetShopPlus account or you can create a new account. Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click “Shop by Pet” or "Shop by Brand" to browse different categories. Click on a product to see more details. To add the product to your cart, click on the red 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 red button that says “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. On the checkout page, add or select your shipping address. At this time, we only ship within Nigeria. Next, add your "select your payment method". Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the red button that says “Place Order.” We’ll send you an email confirming your order.

How Can I Cancel My Order?

If your order hasn't shipped yet, you can cancel it by logging into your account and if you have already paid for the order, we will send you a refund (less bank/card charges). Go to Orders, click on the order you want to cancel, and click the "Cancel This Order" link. If we have already shipped your order, we will not be able to cancel it and we will not be able to issue you a refund.

How Can I change my Order?

Once you have placed and paid for your order, you cannot change it. However, you can contact us immediately to either change the order or cancel the order for you if the order has not been shipped. Shipped order cannot be amended, changed or cancelled

Do I need an account to place an order?

Yes. You need an account to place an order.

How Do I Track My Order?

You can contact us through our "Customer Service" numbers - 07045584152, 08055025945. Note that for purchase orders destined for outside Lagos, it is always better to call the drivers number we already passed on to you or to call the transport company's number on the waybill we provided to you.

How Can I Return a Product?

We do not accept products back once they have been shipped to you. We do not also refund once the they have been shipped to you

SUPPORT

How do I contact customer service?

You can reach one of our devoted customer service reps at 07045584152 and 08055025945, 9am to 8pm daily. You can also chat with us on WhatsApp on those numbers or email petsmartng@yahoo.com, and we'll get right back to you with a response.

How can I find out when an item is back in stock?

Sign up for our News Letters for product updates and new product alert
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