Frequently Asked Questions (FAQs)
Everything you need to know about shopping with Dorry Pets, shipping livestock, and maintaining your aquarium
General Information
1. Where is your physical store located?
We are located in Centurion, Pretoria, South Africa. You can shop online 24/7 or visit our retail store to browse our massive selection of marine and tropical livestock in person.
2. What are your trading hours?
Our retail store is open at the following times:
Monday to Thursday: 09h00 - 17h30
Friday: 09h00 - 16h00
Saturday: 09h00 - 13h30
Sunday: 10h00 - 13h00
Public Holidays: 09h00 - 13h00
3. Do you offer advice for beginners setting up their first tank?
Absolutely. We love helping newcomers enter the hobby. Whether you visit us in-store or contact us online, our gurus will gladly guide you step-by-step through tank selection, the nitrogen cycle, and choosing your very first fish.
4. Do you test aquarium water in-store?
Yes, we do! We offer professional water testing services in-store. Simply bring a fresh sample of your aquarium water in a clean, sealed container, and our experts will test your parameters and advise you on the next steps for a healthy tank.
5. Do you sell gift vouchers?
Yes, we offer Dorry Pets gift cards, which make the perfect gift for the aquarium enthusiast in your life. They can be purchased easily through our online store or directly at our retail counter.
Payments & Ordering
1. What payment methods do you accept online?
We accept a variety of secure payment methods, including major Credit and Cheque Cards (Visa, MasterCard), Instant EFT, and PayFast. While checking out, you'll see all the different payment options (like Apple Pay, Gpay etc) when you select payment via "Payfast".
2. Is it safe to use my credit card on your website?
Yes, completely. Our online store is secured with industry-standard SSL encryption. All transactions are processed through trusted third-party payment gateways to ensure your financial details are 100% safe. We do not store your raw card details on our servers.
3. Can I place an order online and collect it in-store?
Yes! If you are in the Pretoria/Centurion area, simply select the "Local Pick Up" or "Collect in Store" option during checkout. We will notify you via email or WhatsApp as soon as your order is packed and ready for collection.
4. Do you offer split payments or laybys?
Yes, depending on the payment gateways active at checkout, you may have the option to use "buy-now-pay-later" services (such as PayJustNow or Mobicred) to split your purchase into manageable installments. Check the payment step at checkout for currently available options.
Shipping & Deliveries
1. How much does standard home delivery cost and how long does it take?
We offer reliable door-to-door home delivery across South Africa via our dedicated courier networks:
- Gauteng Local Delivery: R89.00 (Standard fee for orders under R1,500.00). Delivered within 1 - 2 business days.
- National Delivery (Rest of SA): R129.00 (Standard fee for orders under R1,500.00). Delivered within 3 - 5 business days.
2. How do I qualify for FREE Home Delivery?
Any standard order (excluding large aquariums and cabinets) that has a cart total of R1,500.00 or more automatically qualifies for FREE Door-to-Door Home Delivery, regardless of whether you live locally in Gauteng or anywhere else nationwide. For Locker-to-Locker, we offer FREE delivery above R999
3. What is Locker & Counter Pickup, and how much does it cost?
Locker and Counter pickup is our budget-friendly shipping alternative powered by the Pargo, Bob Box, and Pudo networks. Instead of waiting at home for a courier, your parcel is delivered to a secure local retail point (like a Clicks store) or a smart locker bank for you to collect whenever it suits you.
- Flat Rate Nationwide: R59.00 for orders under R1,000.00.
- FREE Locker Delivery: Automatically unlocked for orders of R1,000.00 or more.
4. How do I select my preferred locker or pickup location?
Because we keep our checkout fast and fully integrated on Shopify, you simply need to state your destination manually before paying.
Note: If you forget, don't worry - we will contact you after your payment is complete to confirm your exact locker location!
Here is how to select your locker:
- Add your items to your shopping cart.
- Open your Cart Page or Cart Drawer before clicking checkout.
- Locate the text box labeled: “If selecting Locker Delivery, please type your closest Pudo or Pargo location here:”
- Type your preferred collection spot (e.g., Pargo Clicks Sandton City or Pudo Locker Total Energies Bryanston).
- Proceed to checkout and choose the 📦 Pargo / Bob Box Locker Delivery rate.
5. What happens if I select Locker Delivery but forget to type my location in the notes?
There is no need to worry. Our customer service team reviews every single locker order manually. If you forget, don't worry - we will contact you after your payment is complete to confirm your exact locker location.
6. Why is the Locker Delivery option not appearing at my checkout?
If you cannot see the R59.00 or free locker option at checkout, your order has likely exceeded the 15kg weight threshold. The locker and counter networks strictly accept lightweight parcels. Orders containing heavy items, such as large buckets of marine salt, heavy bags of substrate, or massive aquarium equipment, must be sent via our standard door-to-door home delivery networks.
7. How does shipping work for large glass aquariums and cabinets?
Due to their highly fragile nature and significant structural weight, large aquariums and cabinets cannot be processed through standard automated courier services. They require a specialized two-step logistics process:
- Step 1 (At Checkout): You will be charged a flat R500.00 Custom Wooden Crating Fee. This fee strictly covers the professional timber materials and labor required to construct a heavy-duty protective crate around the glass to prevent transit breakage. Included in the total shipping fee.
- Step 2 (Post-Checkout): Our logistics team manually sources competitive road freight transport quotes based on your exact delivery address. We will email you a separate freight invoice for the actual transport cost.
8. Can my aquarium be dispatched before the freight invoice is paid?
No. Your aquarium will be securely constructed and packed into its custom wooden crate upon order completion, but it will remain at our holding facility until the secondary road freight transport invoice is settled in full. Once paid, the specialized freight carrier will collect your crate and schedule your delivery day.
9. Which courier do you use and can you deliver to a PO Box?
Dorry Pets uses the services of Fast Way Couriers for the delivery of all online orders. We can ship to any physical address, but unfortunately, we do not ship to PO Boxes.
10. What happens if I am not home to receive my parcel? (Undeliverable Packages)
Please ensure that you provide the correct delivery details and that someone responsible is present to sign for and receive your order. If a package is undeliverable, it will be returned to our offices, and we will contact you to reschedule delivery.
Please note: Dorry Pets will not be held responsible whatsoever for missing parcels should they be signed for at the delivery address provided.
11. Can I order frozen fish food online?
Yes, however, we cannot guarantee that frozen food will be delivered in a frozen state, and we do not accept responsibility if an order arrives thawed. Rest assured, Dorry Pets will package your frozen food order the best way possible to ensure it stays frozen for as long as possible.
12. Can I track my order?
Absolutely. Once your order has been packed and dispatched, you will receive an email containing your courier tracking number and a link so you can follow your parcel's journey to your door.
Returns, Warranties & Terms
1. What is your return policy for dry goods?
Unused dry goods in their original, unopened, and undamaged packaging can be returned within 7 days of purchase. The buyer is responsible for return shipping costs. Once the item is received and inspected by our team, we will issue a refund or store credit.
2. Are custom-built aquariums refundable?
No. Custom glass aquariums and special-order items are manufactured strictly to your unique specifications. Because of this, they cannot be canceled, returned, or refunded once production has begun.
3. How long does a refund take to process?
Once your returned item is received and inspected at our store, approved refunds are typically processed within 5-7 business days. The funds will be credited back to your original payment method.
4. What if a piece of equipment I bought breaks?
All electronic equipment (pumps, lights, skimmers, heaters, etc.) is covered by the respective manufacturer's warranty. If an item is faulty, contact us immediately. We will facilitate the warranty claim, repair, or replacement process with the supplier on your behalf.
5. What if I received the wrong item in my order?
We sincerely apologize for any mix-ups! Please contact our support team within 48 hours of receiving your parcel. We will arrange to collect the incorrect item and send you the right product as quickly as possible at no extra cost to you.
Livestock & DOA Policy
1. What happens if my fish or coral arrives dead? (DOA Policy)
We take extreme care in the oxygenation and packaging of our livestock. However, in the rare event that an animal arrives deceased, our strict DOA (Dead On Arrival) policy applies. You must provide a clear photograph of the deceased animal inside the original, unopened shipping bag within 1 hour of the courier dropping off the package. Once verified, we will issue a store credit. Please note that shipping costs are non-refundable.
2. Can I return a fish if it doesn't get along with my current tank mates?
For strict biosecurity and disease-prevention reasons, we cannot accept returns on livestock once they have been introduced to your aquarium system. We highly recommend researching species compatibility or asking our gurus before making a purchase.
3. How should I acclimate my new fish or corals?
We highly recommend using the drip acclimation method for all livestock to slowly introduce them to your tank's temperature and specific water chemistry. Avoid floating the bag and dumping the store water directly into your aquarium.
4. Do you quarantine your fish?
Yes, we run strict biosecurity protocols. We observe all new livestock arrivals in our holding systems to ensure they are healthy, eating well, and disease-free before they are offered for sale to our customers.
Tank Maintenance Services
1. What does your tank maintenance service include?
Our professional maintenance visits include a partial water change, essential water parameter testing, glass and substrate cleaning, filter and skimmer maintenance, and a general health check of your aquatic life.
2. How often should I schedule a maintenance visit?
This depends entirely on your tank size, bioload, and filtration setup. We offer weekly, bi-weekly, and monthly maintenance packages that we can tailor to your aquarium's specific needs.
3. Can you look after my tank while I go on holiday?
Yes! We offer specialized holiday maintenance packages to ensure your fish are fed, your equipment is running smoothly, and your tank remains pristine while you are away enjoying your vacation.
4. Do you install new aquariums at homes or offices?
Absolutely. Our expert team can deliver, install, plumb, and completely scape new aquariums for both residential homes and commercial office spaces. Contact us to set up a consultation and receive a custom quote.