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Terms and Conditions

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.

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.

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 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

Delivery Schedule

  • 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.

Multiple orders 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.

Delivery policy

Once your delivery time has been agreed upon, Dubaipetfood will deliver your goods in their 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 refrigerated storage conditions (not frozen) will be delivered to you in ice boxes to ensure they remain as cool as possible during transit. Frozen items can be delivered at the customer's own risk, as we cannot guarantee that they will arrive completely frozen. All prices are inclusive FREE delivery for orders above 100AED. For orders below 100AED, a 20 AED delivery fee will apply.

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!
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 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.
  • 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
  • Dubaipetfood.com reserves the right to cancel your order for any reason.

Payment terms

When placing your order, you will be requested to select a form of payment for your goods. We offer following forms of payment:
  • Credit Card Payment Online
  • Cash on delivery (Dirhams only)
  • Card on delivery (Visa, Master, JCB, Diners)
  • Pay by cheque (Returned cheques due to insufficient funds will attract a penalty fee of 200AED. Any cheques completed incorrectly will attract an administration fee of 20AED.)
All payment should be made in AED. We do not offer to accept other currency. In case of delayed payment or non-payment Dubaipetfood holds the right to cancel or rechedule delivery of your order.

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.

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 operate 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 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 also 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.

Return policy

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). If you find the product has a defect, please take photographic evidence. Product must be presented to us before we can proceed with our return policy.

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 Pet Shop, we can also offer to pick up the item for a Fee of 50AED or if you have another order to be delivered. Please mention the return when placing your order. As before, this will need to be completed within 14 days from the original purchase. The 50AED fee will be returned on a later order once the return request is complete if your return request was valid.We reserve the right to deny the return of the 50AED pick up charge if the return claim was invalid and the item will then be returned to you in the same condition at the convenience of the dubaipetfood.com delivery team.

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.

For all refunds will be given with store credit/online credit. Credits will only be applied to an online account or be redeemable in-store once the returned/damaged item has been checked by warehouse or shop staff and is deemed valid.

Return policy for fountains
Item is to be returned to The Pet Shop in Dalma mall, Dubai Investments Park or Sheikh Zayed Road.
Staff will test item and replace pump given item is not working properly, and the machine appears to be maintained and cleaned as manual require for valid warranty. Damaged or leaking items should be reported to customerservice@dubaipetfood.com within 48hours after delivery/purchase.
We will NOT replace or refund once items that have been in use, unless we are unable to make it functional, within reasonable time (up to 4 weeks)

Return Policy for electronic devices other than Fountains
Item is to be returned to The Pet Shop in Dalma mall, Dubai Investments Park or Sheikh Zayed Road.
Here we will test item and if not working, item will be returned to supplier for replacement or fixing. We will NOT replace or refund once items that have been in use, unless we are unable to make it functional, within reasonable time (up to 4 weeks).

Cancellation/return form

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