FAQs

At PetStore Kenya, we are committed to fast, reliable, and convenient delivery across Kenya.

Nairobi Delivery

• Delivery time: Within 24 hours, excluding Sundays and public holidays.
• Saturday orders: Orders placed after 10:00 AM are processed and dispatched on Monday.
• Free delivery: Orders of KES 1,500 and above.
• Below KES 1,500: Flat delivery fee of KES 300.

Outside Nairobi

• Orders are dispatched through our trusted transport partners.
• Delivery time: 3–5 business days, depending on location and transporter schedules.
• Delivery fee: Calculated based on your destination.
• The final delivery cost is shown at checkout before payment.

Need Pet Essentials on Sunday and public holidays?

Visit or contact any of our PetStore Kenya branches. Our branch teams will be happy to assist you with your pet’s needs.

• Rosslyn Luxury Mall – 0115 387 712
• Karen – Inside KSPCA, Lang’ata Road – 0758 469 583
• Spring Valley – Shell Petrol Station – 0700 088 163
• Nyali – Greenwood Village Mall – 0759 862 071
• Kiambu Road – 9 Park Square Mall – 0706 805 537

 Good to Know

• Delivery times may vary during peak periods, public holidays, or due to unforeseen delays.
• We will contact you if there is a significant delay or issue with your order.
• Please provide accurate delivery and contact details to avoid delays.

Thank you for shopping with PetStore Kenya.

• Express shipping costs Ksh 500.
• Express shipping is only available between 8AM – 3PM, and on Saturdays until 11AM, excluding Sundays, and Public Holidays.
• Express shipping turnaround time is 2-3 hours.
• Express shipping is only available in the following Neighbourhoods in Nairobi:  CBD, Gigiri, Karen, Kangemi, Kilimani, Kileleshwa, Lower Kabete, Loresho, Mountain View, Runda, Spring Valley/Kyuna, Upperhill, Westlands.

We uphold safe and secure online payment through iPay and Peach payment (credit card or M-Pesa). Our entire site is under an SSL (Secure Sockets Layer) certificate, which ensures that all of your private data is encrypted. If you don’t feel comfortable ordering online, you may purchase through any of our retail partners.

Unfortunately, no. We must receive payment in full before dispatching your order.

Our Customer Service Line (+254 795 350 292‬) is open during normal business hours: Monday – Friday 08:00 – 17:00, Saturday 08:30 – 12:30. You may also reach us by email (customercare@petstore.co.ke).

To ensure a successful transition from your fur-baby’s old food to any new food, please follow a 7-day transition protocol as follows:

• Day 1-2: 75% old food + 25% new food
• Day 3-4: 50% old food + 50% new food
• Day 5-6: 25% old food + 75% new food
• Day 7: 100% new food

View all our brands to see all of our brands.

Our brands are distributed in over 80+ retail stores throughout scattered across Nairobi, Nanyuki, Naivasha, Nakuru, Kisumu, Mombasa, Kilifi, Malindi, Watamu, Diani. Find your nearest PetStore Kenya Location 

Visit or contact any of our PetStore Kenya branches. 

• Rosslyn Luxury Mall – 0115 387 712
• Karen – Inside KSPCA, Lang’ata Road – 0758 469 583
• Spring Valley – Shell Petrol Station – 0700 088 163
• Nyali – Greenwood Village Mall – 0759 862 071
• Kiambu Road – 9 Park Square Mall – 0706 805 537

At PetStore Kenya, we want you and your pets to be happy with every purchase. If something isn’t quite right with your order, we’re here to help. https://petstore.four.africa/returns-refund-policy/