Frequently Asked Question
Quick answers about orders, delivery, returns, payments & accounts.
How can we help?
We’re here to make pet shopping easy — clear answers, quick delivery, and friendly help when you need it. If you can’t find what you’re looking for, pop us a message.
What is a return policy?
You can return unused items in their original packaging within 7 days. If something arrives damaged or faulty, we’ll sort a replacement or refund fast. Start a return via My Account → Orders, or email info@biksie.co.za with your order number.
What payment methods do you accept?
We accept credit and cheque cards, Mobicred, and Samsung Pay via PayFast.
Do you sell gift cards?
Gift cards are on our roadmap. For now, add a gift note at checkout or email us and we’ll include a handwritten note in your parcel.
Where do you deliver?
We deliver nationwide in South Africa. Delivery options and fees are shown at checkout once you add your address. You’ll receive tracking as soon as your parcel leaves our warehouse.
How long does delivery take?
Most orders arrive in 1–5 business days depending on your area. We ship Monday–Friday (no public holidays). We’ll email tracking so you can follow progress in real time.
How do I track my order?
Go to My Account → Orders to view live status and tracking links. We also send updates by email as soon as your parcel is on the way.
Need help? Start here
We move fast, so please contact us right after checkout. If your parcel has already shipped, we’ll help with a return or exchange once it arrives.
Yes. Set up a repeat schedule and choose how often you’d like deliveries. You can pause, skip, or change the next date anytime from My Account.
Enter your code at checkout and select “Apply.” Only one code can be used per order, and some promos or items may be excluded.
Add a preferred day in the Order Notes at checkout. We’ll coordinate with our couriers where possible and let you know if timing needs to shift.
The courier will try again or contact you to arrange a convenient time. If the parcel returns to us after multiple attempts, we can re-ship (a new fee may apply) or refund according to our returns policy.
Fees depend on your address and the parcel’s size/weight. Main areas often qualify for free delivery over a set spend, while regional or outlying areas may have a small surcharge shown at checkout once your address is entered.
We offer free delivery on qualifying orders in main areas. The current free-delivery threshold for your address is shown at checkout before you pay.
Email info@biksie.co.za with the subject “Delete my account” or message us via the site chat. We’ll verify ownership and remove the account, keeping only the records we’re legally required to retain.