Q. I don't have an account yet. How do I set this up?
If this is your first visit to Dubaipetfood.com, please start by selecting the products you are interested in by adding them to the basket. Once you have everything you need, you can proceed to the checkout by selecting the checkout basket. You will then be taken to the checkout page where you will be asked to complete your details such as name, address, contact number etc. You will be asked to select your payment method and accept our terms & conditions before proceeding to final checkout.
Q. I can't find a product that I know you stock
Sometimes we do run out of stock even of the most popular items and we have to wait for our suppliers to deliver them. We will always either notify you online if a product is out of stock or remove them completely if they will take longer to restock. If you have any questions, please call 800 PETSHOP (738 7467) or email firstname.lastname@example.org
Q. I can't add an item to by basket
Please call 800 PETSHOP (738 7467) and ask to speak to customer service. There may be a glitch in the system that needs our attention.
Q. I am coming to your website for the very first time, what do I get as a new member?
Apart from the wide varierty & quality products we offer, we also give 10% welcome discount to all our new members when they sign-up/register with us & place their first online order with us.
This is an exclusive discount which is limited to only new customers & discount code gets emailed as soon as sign-up/registeration is done.
Q. I did not receive 10% off discount code even after sign-up/registeration, what do I do now?
Please do check your 'spam' folder as the discount code may have gone to your spam folder. All you need to do is to check your spam folder & mark our email as 'not spam' so you can always receive our emails directly in your Inbox.
If you are still not able to find it, please call us 800 PETSHOP (738 7467) or email email@example.com for help.
Q. Do you do discounts? If so how do I get one?
Yes, we keep coming up with diffrent different promotions & offers to delight our customers.
Please check our OFFER ZONE section on our webpage where we always offer special deals on a variety of products. You will not be able to earn points on these products.
Emirates Platinum ProgramDubaipetfood.com / The Petshop LLC is part of the Emirates Group Staff Platinum Card Program. This is the official program for all employees, pilots, dnata and associated companies. Offers under this program is applicable to Emirates staff and their dependents only in accordance with the program T&C's. Other cards such as Emirates Pilots Club (rebranded as APC) have NO association with this program and will not be accepted. Discount codes must be entered in at point of sale and cannot be redeemed retrospectively. If you have any queries regarding this scheme, please contact Emirates directly.
Note, The Emirates Platinum card cannot be used in conjunction with any other discount or promotion. Discount only valid for delivery locations in Dubai, Sharjah, Ajman, Abu Dhabi and Al Ain.
Dubaipetfood reserves the right to refuse your order and refund your money if you have claimed the EPC discount and are not located in the above-mentioned areas.
Note, you will not be able to earn points when using your discount code.
It is the sole responsibility of the cardholder to enter in the necessary code at the time of purchase. No discounts can be given retrospectively if the code has not been entered in correctly or is forgotten. Dubaipetfood.com operates as an automated ordering system whereby discount codes must be applied correctly at the time of purchase.
Presentation of card:
All original cards must be shown at the time of delivery. If the cardholder is unable to be present, the following alternatives are permitted:
Of course you can! You can either place a new order and in the CUSTOMER NOTE mention that you have recently placed an order and that your additional items should be added or you can call 800 PETSHOP (738 7467) with your order number and we can update your order on your behalf.
Q. What payment methods do you accept?
We accept cash on delivery (and our drivers always have change) and we accept credit card on delivery as well as we have portable credit card machines. We accept the following cards: Visa, Master, Diners and JCB. Unfortunately we do NOT accept American Express. We also accept cheques. All cheques should be made out to THE PET SHOP LLC. Please exercise caution when completing any cheques. Returned cheques due to insufficient funds will attract a penalty fee of 200AED. Any cheques completed incorrectly will attract an administration fee of 20AED. You can also now pay using your accumulated loyalty points as well as Points Pay.
Q. I have forgotten my logon details. Who should I contact?
Please call 800 PETSHOP (738 7467) and we will rest your password and logon details
Loyalty Points System
Q. How do my points work?
Spend between 1 - 499 AED get 1% worth of your order in points.
Spend between 500 - 999 AED get 4 % worth of your order in points.
Spend between 1000 - infinity AED get 6% worth of your order in points.
Q. What are my points worth?
100 points = 1 AED.
Q. When can I use my points?
You can spend your points whenever you like.
Q. Do my points expire?
Yes, the points will only expire if an order has not been placed online for more than 4 months.
Q. How do I redeem my points?
On the checkout page, you will see a box where you would be able to automatically apply your accumulated points to that order.
Q. What will happen if my points exceeds my total order amout?
Our system will automatically deduct the points needed only for that order, leaving you with your remaining points.
Q. What will happen if my order amount exceeds my points?
The system will automatically calculate what the value of your points are and discount it against your order cost.
Q. What will happen to my points in the case that I return an item?
We will first execute our already-in-place return policy and based on this, we will refund you your points equivalent to the product returned.
Q. How do I know when my order will arrive?
Once your order has been placed, our logistics team will start planning a delivery time for you. They will call you to arrange a time that is convenient to you. We will take into account any special requests such as particular delivery times. Most orders can be delivered the following day.
Q. Can I specify delivery times?
You can specify a delivery time, however our logistics team will confirm if your requested time can be achieved as the timings are planned based on location and using the most economical route possible in order to ensure speedy delivery to all customers.
Q. My delivery hasn't arrived. Who can I call?
Please call 800 PETSHOP (738 7467) and speak to one of our logistics team. Our phones are manned from 7am to 9pm Saturday to Thursday and from 12 noon to 9pm on Friday. Please have your order number ready.
Q. I have ordered some fresh food. Will it be ok to be transported?
Dubaipetfood.com have recently taken delivery of a new fleet of vans which come specially equipped with large storage areas and full climate control to ensure all of our products are delivered to you in perfect condition. Any items requiring cold storage will be delivered to you in ice boxes to ensure they remain as cool and as fresh as possible during transit.
Q. I won't be at home at the designated delivery time. Can I nominate another person to collect the goods on my behalf?
Of course you can. Please specify this when ordering under the CUSTOMER NOTE and please be sure to include their name and phone number so that we can call them as well. Cash payment or cheques can be left with them however, credit/debit card payments can only be made by the card holder.
Q. Can I collect my items in the shop?
Of course you can! Just mention this on your order form under CUSTOMER NOTE
Q. I have just received delivery of a product and it is damaged. Who should I contact?
Please call 800 PETSHOP (738 7467) and speak to customer service or email firstname.lastname@example.org. We will take your details and arrange for an immediate replacement.
Q. I have ordered the wrong item. What should I do?
If you wish to return a product, please contact us at email@example.com. All returns or exchanges should be completed within 14 days and with a receipt or order confirmation in person at our store in Dubai Investments Park. We are open 7 days per week. This is in order for us to complete the necessary paperwork and to check the condition of the returned item which will be either returned to the supplier (damaged goods) or re-sold (returns). We are unable to send our delivery drivers specifically for this request. Should you be unable to come to The Petshop, we can also offer to pick up the item if a new order (for other items) is placed online. Please mention this when placing your order. As before, this will need to be completed within 14 days from the original purchase. No cash refunds will be given on returned or exchanged items over 50AED. If a suitable alternative is not found, a credit voucher which can be used online or in store will be issued.
We do not accept product returns that are:
- Altered in form from their original purchase
- Bought on sale
Q. Are you able to source particular products for me?
We are always able to make enquiries on your behalf with current suppliers, however some goods that have to be imported attract very high landing costs which in turn means a high cost to the customer and this is something we would like to avoid.
Q. Where exactly are you located?
We are located in Dubai Investment Park near the Premier Inn Hotel. Look for the Park and Shop sign and continue 500m past and we are on the left. We have plenty of parking space and your pet is most welcome to come in and have a sniff around and enjoy some free treats and a drink. We are open 7 days a week: Sunday-Saturday 8:30am-9pm. We also have a second branch in Abu Dhabi located in Dalma Mall. The branch opened in 2016 and is the largest pet store in Abu Dhabi. You can visit Abu Dhabi branch from 10am-10pm from Saturday to Wednesday & 10am-12am on Thursday & Friday.
Our 3rd branch opened in April 2017 on Sheikh Zayed Road. The branch is located next to Dubai Garden Centre and Commercial Bank of Dubai, just off exit 40 Al Quoz. The opening hours are 9AM - 10 PM, 7 days a week.
Q. Do you sell dogs or cats?
We do NOT sell dogs or cats and will never support the cruel trade that is puppy farms and breeders. We support a variety of charities within the UAE and will assist in the re-homing of abandoned and stray animals through our regular adoption days #adoptdontshop
Q. Can I bring my pet to the shop?
DIP: Of course you can however we ask that all dogs are leashed and well behaved and that cats are in crates or on a harness for their own safety.
Dalma Mall: Unfortunately, the mall does not allow animals to enter the premises, however, you and your furry friend can visit us at our DIP branch!
Sheikh Zayed Road: Pets are welcome, but we ask that all dogs and cats are well-behaved and are leashed (harness).
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