Frequently Asked Questions

Express delivery is a premium shipping service that offers delivery within 4 hours for all pet parents in Dubai.

Standard delivery has no additional cost for orders above AED 100, and a charge of AED 20 for orders below AED 100. Due to high order volumes, shipping timeframes may be subject to change.

Standard Shipping

Delivery Time

• Dubai : Same day delivery for orders placed before 9 AM GST & next day delivery for orders placed after 9 AM GST
• Abu Dhabi, Sharjah, Ajman, Al Ain, Ras Al Khaimah Next day delivery
• Umm Al Quwain, Fujairah, Remote Areas (Madina Sayet , Al Ruwais) Within 2-3 days

Standard Delivery Fee Orders above AED 100 - FREE Standard Delivery Order below AED 100 - AED 20 Standard Delivery Charge

Express Delivery Express delivery is available on all orders above AED 100 in Dubai for an additional cost of AED 19.

Delivery Time

• Dubai : Delivered within 4 hours from the time of placing the order.

Express Delivery Fee Orders above AED 100 - AED 19 Express Delivery Charge

Orders placed between 9:00 am to 6:00 pm are eligible for express delivery. Please note that express delivery orders placed at 6:00 pm will be delivered before 9:00 pm.

Express delivery is designed for speed and reliability. However, unforeseen circumstances like extreme weather, logistical issues, or stock availability can cause occasional delays. In such cases, we will work diligently to resolve the situation and provide updates to you. Alternatively, you could reach out to our customer care team via phone or WhatsApp, and they would assist you immediately.

Once your order has been placed, our logistics team will start planning a delivery time for you. You will get a text message specifying the time & date of delivery. We will take into account any special requests such as particular delivery times and do our best to accommodate them.

You can specify a delivery time, however, our logistics team will confirm if they can deliver your order at the time requested. Delivery times are planned based on location and the fastest route to ensure speedy delivery to all customers.

For queries on delivery, keep your order number ready & call 800 PETSHOP (738 7467) from 9:00 AM to 6:00 PM (Mon - Sun).

You can return your item(s) within 14 days from the date of delivery.

Items must be in their original packaging, unused, and unwashed condition with all tags and packaging intact.

Any item purchased on discount, used items and without the tags are excluded from the return policy.

Refund will be processed in 5-7 business days from the date of product received

We accept the returns of all items, except for items that are altered in form from their original purchase, used, items bought on sale, frozen items and Livestock

Please reach out to the customer service team via email on customerservice@thepetshop.com,you can also call the team on 8007387467, or do live chat. Provide your order number and reason for return. They will guide you through the process.

Items can be returned to all Petshop stores across UAE. Items must be in their original packaging, unused, and unwashed condition with all tags and packaging intact. Any item purchased on discount, used items and without the tags are excluded from any return policy.

Damaged Goods: Contact our customer service team within 7 days of receiving the damaged item. You can reach us at customerservice@thepetshop.com,you can also call the team on 8007387467, or do live chat. Provide your order number and a description of the damage. Please include clear photos of the damaged product and the packaging in your communication. This helps us understand the extent of the damage and process your request more efficiently. Our team will guide you through the process for returning the damaged item, if necessary. Once we receive the damaged item and verify the issue, we will offer you a replacement or process a refund to your original payment method, based on your preference and availability of the product.

Expired Products: Contact our customer service team within 7 days of receiving the expired item. You can reach us at customerservice@thepetshop.com,you can also call the team on 8007387467, or do live chat. Provide your order number and details of the expired product. Include a photo of the expired product, showing the expiration date clearly, along with any packaging or labeling if applicable. Our team will guide you through the process for returning the expired item, if necessary. After verifying the expiration, we will either send a replacement product or issue a refund to your original payment method, based on your preference and product availability.

If it's your first visit, let's make it easy for you: just choose the products you like, add them to your cart, and when you're ready, click on the checkout basket. At the checkout page, simply create an account with your details for a seamless experience. We'll send an OTP to your mobile for verification. Once that's done, select your payment method, agree to our terms & conditions, and you're all set for the final checkout. Account creation and OTP are only needed for your first time. Happy shopping!

Our website may have occasional updates or the item might be temporarily out of stock, but don't worry, we recommend checking back later, as our inventory is regularly replenished or you can put in a request and we'll keep you informed when it's back in stock.

For any queries, call 800 PETSHOP (738 7467) from 9:00 AM to 6:00 PM (Mon - Sun) or email customerservice@thepetshop.com. We're here to assist you!

If you're experiencing any issues, there might be a glitch in our system that needs our attention. Don't hesitate to reach out to us at 800 PETSHOP (738 7467) from 9:00 AM to 6:00 PM (Mon - Sun) or email customerservice@thepetshop.com. We're here to assist you!

Discover our special deals and offers in the OFFER ZONE section, where we bring you exciting discounts on a variety of products. We frequently run promotions, deals and free gifts on selected items. Stay connected with us on social media and subscribe to our newsletter to receive updates on our new products and exclusive offers.

Emirates Platinum Program

At thepetshop.com / The Petshop LLC, we are proud participants in the Emirates Group Staff Platinum Card Program, exclusively designed for all Emirates, Dnata, and associated company employees. This program extends its benefits to Emirates and Dnata staff and their dependents in accordance with the program's T&Cs. Please note that other cards such as Emirates Pilots Club (rebranded as APC) are not associated with this program and will not be accepted for these offers.

To avail of discounts, simply enter the provided discount codes during checkout. Please note that discount codes cannot be applied after an order has been placed. If you have any questions or need further clarification about the program, feel free to contact the Emirates group directly.

Important Notes:

The Emirates Platinum card cannot be combined with any other discount or promotion. Discounts are valid for delivery locations in Dubai, Sharjah, Ajman, Abu Dhabi, and Al Ain. The Petshop reserves the right to decline orders and issue refunds if the EPC discount is claimed, and the delivery location is not within the mentioned areas. To ensure a smooth transaction, kindly present the original Emirates Platinum card during delivery. However, if you, as the cardholder, are unable to be present, the following alternatives are permitted:

Maids/household staff may present the original card upon delivery if you are not available. Goods will not be delivered if the card is not presented. An alternative but valid EPC card belonging to the spouse/partner of the household may be shown if you are not present. Goods will not be delivered if the card is not presented. Please note that discounts are not applicable to the following brands: Purina One, Dog Chow, Puppy Chow, Cat Chow, Kitten Chow, Felix, Fancy Feast, Pedigree, Whiskas and Sheba.

If you want to add an item to an existing order, please call us on 800 PETSHOP (738 7467) from 9:00 AM to 6:00 PM (Mon - Sun) or email customerservice@thepetshop.com with your Order Number and we can update your order for you.

You can pay through Cash on Delivery or with your Credit card or Debit card, including Visa and Mastercard. Please be aware that we no longer accept cheques as a mode of payment.

Please click on Forgot Password and follow the instructions sent to your email address to reset your password. If you are facing any further challenges, call 800 PETSHOP (738 7467) from 9:00 AM to 6:00 PM (Mon - Sun) or email customerservice@thepetshop.com. We're here to assist you!

For damaged items, please call 800 PETSHOP (738 7467) from 9:00 AM to 6:00 PM (Mon - Sun) or email customerservice@thepetshop.com. We will take your details and arrange for an immediate replacement.

If you wish to return a product, please contact us at 800 PETSHOP (738 7467) from 9:00 AM to 6:00 PM (Mon - Sun) or email customerservice@thepetshop.com.

All returns or exchanges should be completed within 14 days and with a receipt or order confirmation in person at our stores. We will discuss a suitable alternative product or a credit voucher that you can use online or in-store, No cash refunds will be given on returned or exchanged item.

Please note that we do not accept product returns that are altered in any way from their original purchase, used or bought on sale.

Dubai

• The Petshop Megastore, Dubai Investment Park
• Sheikh Zayed Road
• Aswaaq Mall, Al Badaa

Abu Dhabi

• Forsan Mall

Ras Al Khaimah

• Ras Al Khaimah Animal Welfare Center

For more information on our locations, check out Our Stores locator page - here

No we do not sell dogs, cats, small animals or birds. As advocators of animal welfare we do not support illegal breeding or selling of animals.

Yes your pets are welcome at our stores in DIP, Sheikh Zayed road and Ras Al Khaimah. The stores in Abu Dhabi and Al Badaa (Dubai) are both located in malls and unfortunately mall management does not allow pets in the store. We ask that you kindly ensure that your pets are well behaved and on a leash or in a carrier/ stroller while in the store for your safety and theirs.