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How to shop with Dubaipetfood

GETTING STARTED

NEW USER

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.
 

EXISTING USER

If you are an existing user, please go to MY ACCOUNT and login with your mobile number and the password that you have created for yourself. After that you are ready to go! Just browse the items in our webshop and add them to your cart. Happy shopping!
 

CHECKOUT

Once you have completed your shopping, go to the checkout basket in the top right hand corner and select. You will be asked to select DELIVERY and if you spend if over 100AED this will be free. Any orders under 100AED will have a 20AED delivery charge. Next step is to select payment method. Payment methods include cash on delivery, credit/debit card (card holder must be present) or cheque made payable to The Petshop LLC. Please see below for further information on payment options. You will then be asked to verify the goods in your basket before checking the box agreeing to our Terms & Conditions. Once the order has been verified, you will receive a Dubaipetfood e-sales receipt containing the details of your order. Please retain this receipt.
 

WHAT HAPPENS NEXT?

Once your order has been placed, our logistics team will start planning a delivery time for you.

We will take into account any special requests such as particular delivery times or discrete packaging. Should there be any issues or questions regarding your order, a member of the team will contact you using the number or email that you have provided when creating your account.

We will always endeavor to deliver your order as fast as we possibly can.
 

PAYMENT OPTIONS

When placing your order, you will be requested to select a form of payment for your goods. We offer following forms of payment:
CASH ON DELIVERY - Our drivers are always prepared with extra change on hand so we are able to accept even the big notes from you if required.
CARD ON DELIVERY - All of our drivers are equipped with portable credit card machines so card payment is never a problem. We accept the following cards: Visa, Master, Diners and JCB. We do NOT accept American Express



PAY BY CHEQUE - If you don’t have cash or card handy, then we are always happy to receive 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.

ONLINE CREDIT CARD PAYMENT - It is now possible to pay when you place your order - choose creditcard under payment and you will be transferred to Network International payment gateway website where the payment will be processed (we do not get any creditcard information, we only get information regarding the transaction when it's completed) 
 

DELIVERY

Once your order have been placed our logistics team will start planning a delivery time for you. Once a delivery time has been agreed upon, Dubaipetfood will deliver your goods in our own fleet of vans. We 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 as possible during transit.

All prices are inclusive FREE delivery for orders above 100AED. For orders below 100AED a 20 AED delivery fee will apply.
 

DELIVERY SCHEDULE

  • Dubai and Sharjah deliveries are daily
  • Abu Dhabi deliveries are 6 days a week (except Fridays)
  • Al Ain deliveries are on Mondays and Thursdays
  • Ajman deliveries are on Saturdays & Tuesdays
  • Umm Al Quwain & Ras Al Khaimah deliveries are on Tuesdays
  • Fujairah deliveries are once in a month

Delivery can often be completed within 24hrs of the order being placed and your delivery time confirmed provided that all items are in stock. We do not currently ship overseas.
 

MULTIPLE ORDERS

Should you place a further order, then Dubaipetfood, if possible, will combine both orders for delivery and charge only onetime delivery fee to the cardholder for both orders.

Should you place multiple orders over a period of time, then seperate delivery fee will be charged as each order will appear as an individual order to the cardholder’s monthly statement.
 

LOYALTY POINTS SYSTEM 

You gain loyalty points every time you shop with us which intern can be redeemed on your next online order. Our loyalty point system is designed to offer you more value everytime you place an order with us, so shop more & earn more! 

Point system:
  • 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 over 1000 AED & get 6% worth of your order in points
If you want to know the value of your points, check your account by clicking 'My Account' and remember that 100 points = 1 AED.

How it works:
  • The Loyalty point system only applies to online orders. Points therefore, can only be earned and redeemed online.
  • Points cannot be transferred from one account to another account
  • If you do not order online for a period of 4 months, all previously earned points will expire
  • No points can be earned while using the Emirates Platinum Card or DEWA Staff discount code
  • No points can be earned if a customer applies any discount code from any channel
  • No points can be earned on items that are already discounted or part of any other promotion
  • Points will only be earned on full-priced products
  • Dubaipetfood reserves the right to cancel your order for any reason


PROMOTIONS & DEALS

Please check our OFFER ZONE sections on our webpage where we always offer special deals on a variety of products. You will not be able to earn points on discounted products.

Emirates Platinum Program:
Dubaipetfood.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:
  1. The original card may be shown on delivery by maids/household staff if customer is not present. Goods will not be delivered if card is not presented.
  2. An alternative but valid EPC card belonging to the spouse/partner of the household may be shown if the customer is not present. Goods will not be delivered if card is not presented.


REFUND/RETURN POLICY

If you wish to return a product, please contact us at customerservice@dubaipetfood.com.

We will happily refund or exchange any item that are damaged or that have been incorrectly purchased within 14 days of purchase and with proof of payment (i.e. your original order receipt).
If you find your product has a defect, please take the photographic evidence & email us at customerservice@dubaipetfood.com.
Product must be presented to us before we can proceed with our return policy.

All returns or exchanges particularly in clothing, pet bedding or accessories should be done in person within 14 days from the date of purchase. We are open 7 days in a week.
The items should be returned to any of our following stores:
  • The Pet Shop, Dalma mall, Abu Dhabi
  • The Pet Shop, Mega Store, Dubai Investments Park, Dubai.
  • The Pet Shop, Sheikh Zayed Road, Dubai.
If you are unable to come to The Pet Shop, we can also offer pick up service witn an applicable pick up fee of 50AED.

If you have placed another order with us & informed well in advance then we can pick up your return order at the time of delivering the new order to you & after validating your return request, we can adjust pick up fee of AED 50 in your next order. We reserve the right to deny the return of pick up fee of 50AED if the return claim is invalid and item (s) will be returned to you in the same condition at the convenience of the dubaipetfood delivery team.

When we can not accept returns:

If the returned items do not match our quality standards or our return policy, then we reserve the rights to reject the returns as mentioned below:
  • When ordered item is found altered/ tampered or used
  • When item is bought on sale
All refunds will be made in the form of store credit/online credit. Credits will only be applied to an online account or can be redeemed in-store once the returned/damaged item has successfully validated by the warehouse or shop staff.

Return policy for electronic equipment & fountains

All items can be returned to any of our following stores:
  • The Pet Shop, Dalma mall, Abu Dhabi
  • The Pet Shop, Mega Store, Dubai Investments Park, Dubai.
  • The Pet Shop, Sheikh Zayed Road, Dubai.
Our staff will test the items and replace only the item which is found not working as per manual policy for valid warranty. If the whole products is found defective & within the valid warranty, we will replace the whole product. If the replacement item/product is not in stock, we will offer you similar looking item/product of the same price.

If you choose the higher priced item then we will charge the difference amount. Damaged or leaking items/products should be reported to customerservice@dubaipetfood.com within 48hours after delivery/purchase.

We will NOT replace or refund any item/product which is found used or tempered or bought on sale or does not meet our quality standards.
 

CANCELLATION POLICY

Customers can cancel their order at any point unless the order has already been dispatched, in which case, please refer to refund policy. If the purchase was made online, a refund will be made back to the customers credit card. Please allow for up to 21 days for the refund transfer to be completed.

All refunds will be made in the form of store credit/online credit.
Credits will only be applied to an online account or can be redeemed in-store once the returned/damaged item has successfully validated by the warehouse or shop staff.
 

AUTO DELIVERY

Auto delivery is a FREE service designed to help you and your busy lifestyle.

If you are often forgetting or placing your orders last minute, we can help you by setting up a reminder service for any of your regular items so that you don’t have to worry about trying to get online or forgetting your pets delicious goodies.

You can select this service when placing your order and you will be given the options to choose the frequency of delivery.

The products you choose on your order will be entered into our database so that we know what your regular items are.

When your delivery is due, we will call you 1 day prior to ensure that you are happy to receive the goods and to arrange a delivery time. You will also have the opportunity to add or change anything on your order.
We will then place the order for you so you don’t have to lift a finger!

Auto delivery can be cancelled at any time.
 

CUSTOMER SERVICE HOTLINE

In order for you to get the best possible service for you and your pet, we have team of dedicated and knowledgeable consultants ready to answer your questions by phone or e-mail.

If you have any questions about our products or service please contact us by emailing customerservice@dubaipetfood.com or call 800 PETSHOP (738 7467) 9am-9pm 7 days a week.


 
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