Frequently Asked Questions (FAQs)

Find quick answers to common questions about shopping, delivery, returns, payments, and selling on PetMart. Whether you're a pet parent or a vendor, we’ve got helpful info to make your experience smooth and stress-free.

1. What is PetMart and how does it work?

PetMart is an online pet marketplace for customers in Uganda and Kenya. We connect pet owners with trusted sellers offering products, services, and even pets — all in one convenient platform. Simply browse, shop, or register as a seller to get started.
2. Where do you deliver, and how long does it take?

We deliver to all major cities and towns in Uganda and Kenya. Orders typically arrive within 2–4 business days in Uganda and 4–7 days in Kenya, depending on your location.
3. How much does shipping cost?

Shipping charges are calculated at checkout based on your location and order weight. Free shipping is occasionally available during promotional periods — keep an eye out!
4. Can I return or exchange items?

Yes, returns are accepted within 7 days of delivery as long as the product is unused and in its original packaging. Visit our Returns & Refund Policy for full details.
5. How do I become a seller on PetMart?

Click on the Become a Seller link in the main menu and fill out the registration form. Once approved, you’ll gain access to your own vendor dashboard to list products, manage orders, and track sales.
6. Do you offer pet adoption, grooming, or vet services?

Yes, we offer all the mentioned services, provided by trusted vendors on our platform. You can explore our Pet Services section to browse available options and choose the service that best suits your pet’s needs.
7. What types of products can I sell as a vendor?

Sellers can list a wide range of pet-related products including pet food, toys, accessories, grooming supplies, and other essential pet care items. In addition, our platform also supports pet services such as grooming, veterinary care, training, and breeding, offered by trusted vendors.
8. How can I contact customer support?

You can reach us any time at support@petmart.ug or through our Contact Us page. We’re happy to help with any questions or issues.
9. Is PetMart available on mobile devices?

Yes! Our website is fully optimized for mobile use, so you can browse, shop, or manage your store easily from any device.
10. Do you offer pet adoption or animal listings?

We’re currently working on pet adoption listings and will roll them out soon. You’ll be able to view, inquire, or list pets available for adoption right on our platform.
11. How can I track my order?

Once your order is shipped, you’ll receive a confirmation email with tracking details (where available). You can also check your order status through your account dashboard.