Frequently Asked Questions

How do I place an order?

Browse our products, add items to your cart, and complete checkout. You will receive an Order Confirmation email once your order is successfully placed. Your order is not binding until that email is received.

What payment methods do you accept?

We accept Visa, Mastercard, Cash on Delivery (select areas), and other methods shown at checkout. Unconfirmed payments will not result in an order being placed.

Can I cancel my order after placing it?

Yes, but only before dispatch. Once your order has been dispatched, cancellation is not possible. To cancel, email [email protected] immediately with your order number.

Will I receive an invoice?

Yes, an invoice will be emailed to you within 24 hours of your order being dispatched.

Can I split a bundle (e.g. buy 1 from a 3-pack listing)?

No. Certain products are listed as bundles only (3-pack, 6-pack, 12-pack) and cannot be split into individual units.

Do you deliver across the UAE?

Yes, we deliver within the UAE only. PO Box deliveries are not supported. Please ensure you provide a full street address.

How long does delivery take?

Standard delivery takes 2–5 business days from order confirmation. This is an estimate, not a guarantee. Delays due to couriers, public holidays, or weather are outside our control.

What happens if I miss my delivery?

If delivery fails due to customer unavailability or an incorrect address, a re-delivery fee may apply. Orders returned to us will incur a restocking fee of up to 15 AED.

Are shipping fees refundable?

Shipping fees are non-refundable unless the error originates from our side (e.g. wrong item sent).

Can I return a product if I change my mind?

No. We do not accept change-of-mind returns. Due to the perishable nature of pet food, returns are only accepted for damaged, incorrect, expired, or missing items.

What is the window to report an issue?

You must contact us within 48 hours of delivery. Requests submitted after this window will not be considered under any circumstances.

How do I request a return or refund?

Email [email protected] with your order number, the item(s) affected, reason for return, and clear photographs of the product and packaging. Do not send items back without written approval from us first.

How long do refunds take?

Approved refunds are processed within 7 business days to the original payment method. Card refunds may take a further 3–5 business days depending on your bank. COD refunds are issued via bank transfer to a UAE IBAN you provide.

I ordered on Amazon UAE / Noon UAE — how do I return?

This policy does not apply to marketplace orders. Returns and refunds for Amazon UAE or Noon UAE orders must be handled directly through those platforms.

Are product images accurate?

Product images and descriptions are for reference only. Minor variations may occur due to supplier updates. If you receive something significantly different, contact us within 48 hours.

What if a product is out of stock after I order?

We will contact you within 2 business days to offer an alternative or a full refund.

Do you sell my personal data?

No. We do not sell, rent, or trade your personal data. It is shared only with logistics partners, payment processors, and UAE authorities where legally required.

How do I opt out of marketing messages?

Reply STOP to any WhatsApp message or click unsubscribe in any email. We only send promotional communications to customers who have explicitly opted in.

How can I request deletion of my data?

Email [email protected] with your request. We will respond within 7 business days, subject to any applicable legal retention requirements.