Shopping FAQ’s
General FAQ
The Pamper brand is owned by the holding company Martin & Martin PTY (LTD). Bob Martin & Co – home to South Africa’s most loved pet care brands is Martin & Martin’s e-commerce channel. The Bob Martin & Co website showcases all its brands under one roof.
The Beeno brand is owned by the holding company Martin & Martin PTY (LTD). Bob Martin & Co – home to South Africa’s most loved pet care brands is Martin & Martin’s e-commerce channel. The Bob Martin & Co website showcases all its brands under one roof.
The Butch brand is owned by the holding company Martin & Martin PTY (LTD). Bob Martin & Co – home to South Africa’s most loved pet care brands is Martin & Martin’s e-commerce channel. The Bob Martin & Co website showcases all its brands under one roof.
The Bon Appetit brand is owned by the holding company Martin & Martin PTY (LTD). Bob Martin & Co – home to South Africa’s most loved pet care brands is Martin & Martin’s e-commerce channel. The Bob Martin & Co website showcases all its brands under one roof.
The Husky brand is owned by the holding company Martin & Martin PTY (LTD). Bob Martin & Co – home to South Africa’s most loved pet care brands is Martin & Martin’s e-commerce channel. The Bob Martin & Co website showcases all its brands under one roof.
The Olympic brand is owned by the holding company Martin & Martin PTY (LTD). Bob Martin & Co – home to South Africa’s most loved pet care brands is Martin & Martin’s e-commerce channel. The Bob Martin & Co website showcases all its brands under one roof.
The Lopis brand is owned by the holding company Martin & Martin PTY (LTD). Bob Martin & Co – home to South Africa’s most loved pet care brands is Martin & Martin’s e-commerce channel. The Bob Martin & Co website showcases all its brands under one roof.
If you need help or have questions, just call our friendly team at Bob Martin & Co during our business hours. We’re available from Monday to Friday from 9 am to 5 pm and on Saturdays and Sundays from 9 am to 1 pm. We are not open on Public Holidays. Give us a ring at 011 568 8355 or visit our Contact Page for more information. We’re here to help, and we’d love to hear from you!
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Unfortunately, our healthcare products like Spot on and dewormers are required by Act 35/36 to be tested on animals to prove that it is effective.
When logging into your account, you can use either your username or your email address. If you don’t have either of these, please contact us with your full name and email address, and we’ll contact you to assist.
Please use the password reset function on the website, alternatively, contact us with your full name and email address, and we will assist.
Please contact us with your full name and email address, and we’ll contact you to confirm.
Ordering FAQ
Yes! You can easily check your order’s status by heading to the ‘My Account’ section. Or, if you prefer, contact us, and we’ll happily check it for you. Don’t stress; we’ve got you covered!
Just head to the top right corner of the page to login and click the Sign In/Sign Up button. From there, you can either enter your existing credentials or create an account if you’re new here. Easy peasy!
Don’t worry; if a product is out of stock when you place your order, you won’t be charged. Our team will reach out to you if there are any stock issues, and we’ll work with you to find a solution. In the meantime, keep shopping – we’ve got plenty of great products for you to choose from!
Don’t worry; if the product you’re looking for isn’t available or is out of stock, you can add it to your Wishlist! Adding products to the wishlist creates a personalised list of products you want to buy for your furry friends but you’re not quite ready to purchase, the list allows you to save them for future reference.
If you need to cancel your order, just give us a call, and we’ll be happy to assist.
Payment FAQ
Ready to check out? No problem! Just click on the cart icon in the top right corner of the page to review the products in your cart. When you’re ready, click on the “Proceed to Checkout” button at the bottom of the page, and follow the steps from there. It’s as easy as 1-2-3!
You’ll pay for your order when you click the “Proceed to Checkout” button. You can pay with your credit card or by EFT. Once you’ve paid and received your confirmation email, we’ll start processing your order. It’s that simple! Happy shopping!
Once you’ve made payment, your order is good to go! We’ll automatically process it for you and get it on its way. No need to worry about a thing – just sit back, relax, and wait for your order to arrive.
If you’re having trouble making payment, don’t stress – it’s probably just a simple issue that we can help you fix. It could be that your device’s software or settings are blocking the payment page or preventing the bank’s 3D secure verification. This can happen with antivirus software, malware protection, pop-up blockers, or browser plug-ins.
To resolve the issue, try refreshing the page, retrying your transaction in incognito mode, using a different web browser, or using a different device. And don’t worry, the products you added to your cart will still be there if you need to sign in again.
If you’re still having trouble, contact our Customer Care team on 011 568 8355 – we’re here to help!
Delivery FAQ
Thanks for asking about our delivery fees. Here’s the scoop: we offer free delivery for orders over R450, and for orders under that amount, there’s a small fee of R75. Plus, we deliver from Monday to Friday nationwide, so you can get your goodies no matter where you are. Happy shopping!
Thanks for asking about our delivery fees. Here’s the scoop: we offer free delivery for orders over R450, and for orders under that amount, there’s a small fee of R75. Plus, we deliver from Monday to Friday nationwide, so you can get your goodies no matter where you are. Happy shopping!
Rest assured that we’ve got you covered. We’ll be using our trusted courier company, ParcelNinja, to make sure your order gets to you safe and sound. So sit back, relax, and let us handle the rest.
We deliver anywhere in South Africa from Monday to Friday, and most orders will arrive within 2-4 days. Plus, our delivery hours are from 8 am to 5 pm, so you can expect your order to arrive during the day.
If your order is damaged or missing some items. If that happens, don’t worry! Just call our customer service team, and we’ll be happy to help. We want to ensure you’re completely satisfied with your order, so we’ll do everything possible to fix the problem. You can find our full terms and conditions policies here as well as our returns and refunds policy here , so feel free to check those out.
While we do our best to make sure every delivery arrives on time, sometimes unforeseen circumstances can cause delays. If that happens, don’t worry! We’ll do everything we can to update you and get your order as soon as possible. You can check the status of your order by giving our friendly customer service team a call at 011 568 8355, or by checking your tracking number.
Unfortunately, we cannot accept responsibility for delivering to the wrong address if you provide it to us incorrectly. So it’s important to double-check the address you give us before you place your order. If you need to change the address, just give our customer service team a call, and they’ll be happy to help where they can.
If you’re not at home to receive your delivery, don’t worry! You can specify the name and contact information of someone who can accept the delivery on your behalf during checkout. And if nobody is home to receive the delivery, we’ll just schedule a re-delivery at a more convenient time.
Unfortunately not.
Refunds and returns FAQ
If you are thinking about returning a product. Here’s what you need to do:
- Contact us within 7 business days of receiving your order by emailing consumerenquiries@bobmartin.co.za or completing the online contact form on our website.
- Provide proof of purchase.
- Include photos of the products you want to return.
- Make sure the products are in their original packaging and are in a sellable condition unless they were damaged or faulty when you received them.
Please note that some products are non-returnable, including medicinal products with an expiry date that has passed, and opened and unsealed food and snacks. When you return a product, make sure it’s accompanied by the proper documentation indicating the quantity and description of the products being returned. It’s your responsibility to keep proof of the return until your refund has been processed. If you are unsure about the process please see our refund and returns policy here.
Here’s the deal: we need to inspect and validate all refunds before we can process them, which can take up to 10 business days after we receive the returned products. So please bear with us while we take care of that. If you are unsure about the process please see our refund and returns policy here.
Pet profile FAQ
Here’s the scoop: you can create a profile for each of your pets – just go to “My Account” and click on “My Pets”. If you don’t have any pet profiles linked to your account yet, click on “Create your First Pet Profile”. You can add more pet profiles by clicking on the “Add Another Pet” icon. It’s that easy!
Yes, you can. Go to “My Account” and click “My Pets”. From there, you can select the pet profile you want to remove and click “Remove Profile”. It’s that simple!
Having an online profile for your pet can be really helpful in a few different ways. First, it makes it easy for you to keep track of your pet’s information, including their age, breed, and any special needs they might have. That way, you can ensure you’re giving them the best care possible. Second, having a pet profile can also help us tailor our recommendations and offers to your pet’s specific needs, so you can get the right products and services for them. And finally, having a pet profile can also make it easier for you to shop on our website, since you can save your pet’s information for future orders. So go ahead and create your pet’s profile, and let us help you take the best possible care of your furry friend!
Discount codes FAQ
If you’ve been lucky enough to snag a discount code from us, you’re in luck! Just enter the code to your cart during checkout to apply it to your purchase. Remember, you can only use each code once, so ensure you use the right one. Remember that your discount can’t be more than the total value of your cart, and you can’t use any leftover discount on future purchases. Happy shopping!
Don’t worry if you have multiple codes – you can apply all valid ones at checkout. Just keep in mind that your discount can’t be more than the total value of your cart, and you can’t use any leftover discount on future purchases.
Repeat Order FAQ
Yes! In order to use repeat orders, you’ll need to create an account with us. It’s a quick and easy process that will allow you to access all the amazing benefits of being a repeat customer, like special discounts. Plus, you’ll be able to keep track of all your past orders, so you can reorder your favourite items with just a few clicks. So go ahead, sign up now and enjoy all the perks of being a loyal customer!
First, you’ll need to create an account with us (if you haven’t already) and log in. Then, simply find the products you want to order on a regular basis, and select the “Subscribe” option. You can choose how often you want to receive your order, whether it’s weekly, monthly, or something in between. You can even mix and match different products, so you can get the perfect combination of items delivered right to your door. It’s like having your own personal shopping assistant! Plus, you’ll get loyalty points for every purchase. So why wait? Sign up now and start enjoying the convenience of repeat orders today!
Changing your repeat order is easy. Simply log into your account and go to the “Subscriptions” tab. From there, you can add or remove any products or services that you want to be included in your future orders. You can change your order as often as you like, so you can always keep things fresh and exciting.
When you set up a repeat order with us, you’ll receive a confirmation email that will let you know exactly what you’ve ordered and how often it will be delivered. We’ll even send you a reminder email each and every time your order is due, so you’ll never forget to expect delivery.
When you set up a repeat order with us, you can choose exactly how often you want to receive your delivery. Whether it’s weekly, monthly, or something in between, we’ll make sure your orders are delivered on your schedule. If a scheduled delivery day happens to fall on a holiday, don’t worry – we’ll just deliver your order on the business day immediately before the holiday.
When you set up a repeat order with us, you can give each one a unique name, so you’ll always know exactly which order is which. We’ll even use the repeat order name in our confirmation email, so you’ll always have a record of what you’ve ordered and when it’s due to be delivered.
If you don’t need a specific delivery, you can easily skip it by editing your repeat order. Just log into your account and go to the “Subscriptions” tab. From there, you can choose to skip your next delivery, subject to the company’s cancellation policy.
Of course! If you decide that you don’t want to receive repeat orders anymore, you can cancel your subscription at any time. However, to ensure you don’t receive any more deliveries, you’ll need to cancel at least 7 days before your next scheduled delivery. Just log into your account, go to the “Subscriptions” tab, and click the “Cancel” icon to confirm your cancellation.
No way, there’s no penalty for cancelling your online order, just make sure you do it before it’s processed! In fact, we think it’s a great idea to make sure you’re always getting exactly what you want.
When you set up a repeat order with us, you’ll be charged for your order 2 days before it’s due to be delivered. This way, you’ll always have plenty of time to make sure you have enough funds in your account to cover the cost of your order.
The standard delivery charges for the company will apply to all repeat orders. If your order is 450.00 and above, you’ll qualify for free delivery. But if your order is less than 450.00, you’ll be charged a delivery fee of 75.00 per order.
While we can’t guarantee that every product or service will always be available, we’ll do our best to make sure that our stock levels are up to date and that offers are discontinued when they’re no longer available. If you place an order and we’re out of stock, we’ll let you know and you’ll be entitled to a refund in accordance with our return and refund policy.
When you set up a repeat order with us, you’ll always get the lowest price available at the time of your purchase. So if a product in your repeat order is on promotion, you’ll automatically qualify for the discounted price.
