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How to shop with Dubaipetfood



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.


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!


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 select payment method. Payment methods include cash on delivery, credit 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.


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.


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 tranfered to Telrs secured website where the payment will be processed (we do not get any creditcard information, we only get information regarding the transaction is completed or not)   


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 to Dubai and Sharjah is daily
- Delivery to Abu Dhabi is 6 days a week (except Friday)
- Delivery to Al Ain is on Mondays and Thursdays.
- Delivery to Ajman is twice per week.
- For delivery to all other Emirates, delivery will be on demand.

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.


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

Should you place multiple orders over a period of time, each order will appear as an individual posting to the cardholder’s monthly statement.

Loyalty Point System

Our Loyalty System will now be replacing the bulk 3,4 and 5% discount system, but do not worry! The loyalty point system is designed to be more beneficial for our customers!

- The Loyalty System only applies to online orders. Points therefore can only be earned and spent 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 promoted.
- Points will only be earned on full-priced products.

How it works:
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.

100 points = 1 AED.

Promotion Deals: Please check our SPECIAL OFFER sections 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 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 given for this program are applicable to Emirates staff and their dependents 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.  


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

We will happily refund or exchange any items that are damaged or that have been incorrectly purchased with 14 days of purchase and with proof of payment (your original order form will suffice).

All returns or exchanges - in particular items of clothing, pet bedding or other accessories which could be deemed to have been used - should be completed in person at our stores in Dubai Investments Park, Dalma Mall or Sheikh Zayed Road. 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).

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. Please note that this does NOT include clothing, pet bedding or accessories which could be deemed to have been used. Dubaipetfood reserves the right to determine if products need to be returned in-store or if we can send a driver to collect.

We do not accept product returns that are:
- Altered in form from their original purchase
- Used
- Bought on sale

Please note that we reserve the right to refuse any returned items if the product has been used or tampered with.

If purchases have been made online, refunds will be given through the Original Mode of Payment. Any items paid for by cash or credit card machine on delivery, will be refunded with store credit.

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.

Any items paid for by cash or credit card machine on delivery, will be refunded with store credit.


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.


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 9am-5pm 7 days a week.

BE RIGHT AND KNOW YOUR CONSUMER RIGHTS. For any complaints or suggestions, please call "Ahlan Dubai" on 600545555 or visit the website www.consumerrights.ae

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