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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 have complete flexibility to still add or change anything on your repeat order & once you are happy, then we will 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 our refund policy. If the purchase was made online, a refund will be made back to the customer’s 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 or with online gift voucher which can be used for hassle free online shopping any time.

Customer Service Hotline

We have a dedicated team of knowledgeable consultants who are ready to offer you best possible service for your pets both by phone & email, so you always have a pleasant shopping experience with us. If you have any questions about our products or services, please contact us by email at customerservice@dubaipetfood.com or call 800 PETSHOP (738 7467) between 9am-9pm, 7 days a week.
To serve you better, we are also available on WhatsApp +971-565349083

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 all items are in stock. We do not currently ship overseas.

If you have placed multiple orders then we will try to combine your orders & deliver them together to charge only one shipping fee. If multiple orders are placed at different times, then separate shipping fee will apply since those orders will be shipped separately.

Delivery Policy

We deliver your orders on our specially designed temperature control vans with large storage area to ensure your order is delivered to you in perfect condition. Items which require refrigeration (not frozen) will be delivered to you in ice boxes to ensure the temperature is well maintained during transit. Please note we do not deliver frozen or Live items.

For orders below 100AED, a delivery fee of 20 AED will apply. 
All orders placed with our shop are subject to product availability and will be delivered according to our delivery terms.
If there are any problems regarding your order, we will notify you using the telephone number or e-mail address you have provided to us with the order.

Loyalty Point 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.

Payment Terms

When placing your order, you will be requested to select a mode of payment for your goods.
We offer following modes of payments:
  • 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 200AED as penalty fee, while for incorrect cheques administration fee is 20AED)

All payment should be made in AED. We do not accept other currencies. In case of delayed payment or non-payment Dubaipetfood holds the right to cancel or reschedule 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.


By redeeming the ‘Offer’ ‘Shop for 500 AED & 5 Guaranteed Lucky Winners to Get 6 Months Pet Food Supply’, you accept and agree to be bound by the offer ‘Terms and Conditions’. The offer is only applicable at dubaipetfood.com when you shop for AED 500 or above in a single order.

Shop for AED 500 at dubaipetfood.com & you stand a chance to get 6 months pet food supply from our Brands i.e. Arden Grange, Lily’s Kitchen & Merrick. The offer is available to you for your personal use only & you are not allowed to sell the food supply to anyone after getting it as ‘Free’ under this offer.


Please share your details like order no, email id & phone no after placing your successful order of AED 500 or above at customerservice@dubaipetfood.com.
The offer ends on 31st May, 2019 & after that we will take 7-15 days’ time to choose 5 lucky winners & invite them to our Mega Store in DIP. Dubaipetfood.com holds the right to choose the Brand (Arden Grange, Lily’s Kitchen & Merrick) from which 6 months pet food supply will be given to lucky winners. Due to the nature of the offer, the order can’t be cancelled, unless, it’s related to a wrong delivery or having defects. In both the cases, Dubaipetfood.com will validate your complain & upon successful validation, send you new products as per your original order. If originally ordered items are not in stock, then you will be given alternatives to choose against your original order.


This offer is only open to legal residents of the United Arab Emirates, 18 years of age or older, and is void outside of the United Arab Emirates and where restricted or prohibited by law.  Only one (1) Offer will be redeemed per household. This offer is not transferable and cannot be redeemed for cash. Each offer is provided “as is” with no warranty or guarantee by Dubaipetfood.com.  Dubaipetfood.com reserves the right, in its sole discretion, to determine that a person is not eligible for the offer for any reason, including, but not limited to, an incomplete information by the customer, suspected fraud, or breach of these ‘Terms and Conditions’. Dubaipetfood.com also reserves the right, in its sole discretion, to terminate the offer at any time, without giving any reason whatso ever.


The administrator of the offer ‘Shop for 500 AED & 5 Guaranteed Lucky Winners to Get 6 Months Pet Food Supply’ is Dubaipetfood.com & the head office is in Dubai Investments Park 1, E311, near. Premier Inn Hotel.

Contact us: 04 887 8218, Toll Free 800 PETSHOP (738 7467).

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.

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/Return Form

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