Terms & Conditions
Customers can cancel their order at any point unless the order has already been dispatched, in which case, please refer to our refund policy. If the purchase has been made online, a refund will be made back to the customer’s credit card. It will take at least 21 days for the refund to be transferred completely. 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.
If you wish to return a product, please contact us at [email protected]
We will be happy to refund or exchange any item that has been damaged or that has been incorrectly purchased within 7 days of purchase and with proof of payment (i.e. your original order receipt).
If you find your product has a defect upon receiving it, please take a photo of it & e kindly send it to us at [email protected] so we can review the defected product. Products must be presented to us before we can proceed to our return policy.
All returns or exchanges particularly in clothing, pet bedding or accessories should be done in person within 7 days from the date of purchase. We are open 7 days in a week.
The items should be returned to our main shop
- Pet sky DMCC , Jumeirah Lakes Tower
If you are unable to come to the shop for your exchange, we can also offer you pick-up service with a pick up fee of 50AED.
If you have placed another order with us & you should inform us in advance so we can pick-up your return order at the same time of delivering the new order to you & after validating your return request, we can adjust the pick-up fee of 50 AED in your next order. We reserve the right to deny the return of pick up fee of 50AED if the return claim is invalid. Item(s) can only be returned to you in the same condition at the convenience of the our carrier delivery team.
When we can not accept returns:
If the returned items do not match our quality standards or our return policy, then we have the right to reject the returned item(s) as mentioned below:
- When ordered item is found altered/ tampered or used
- When item is bought on sale
All refunds can only 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 our main shop:
- Pet sky DMCC, Jumeirah Lakes Tower
Our staffs will test the returned item first and can only be replaced, once we found out that the returned item is not working, that’s the only time we can proceed to your request of exchanging it as per manual policy for valid warranty. If the whole products were found defective & within the valid warranty, we will replace the whole product. If the replacement of 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 only charge you the difference amount between both items. Damaged or leaking items/products should be reported to [email protected] within 48hours after delivery/purchase.
We will NOT replace or refund any item/product which is found used, tampered or bought on sale or does not meet our quality standards.
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)
All payment should be made in AED. We do not accept other currencies. In case of delayed payment or non-payment, Pet sky holds the right to cancel or re-schedule the delivery of your order.
- Dubai and Sharjah same or next day delivery
- Other 6 Emirates within 48 hours
Once your order has been placed, provided all items are in stock, and the delivery time has been confirmed, your order will be delivered within the next 24hrs. We currently do not ship overseas.
If you have placed multiple orders then we will try to combine your orders & deliver them altogether and you will only be charged with only one shipping fee. If multiple orders were placed at different times, then separate shipping fee will be applied since those orders will be shipped separately.
Customer Service Hotline
We have a dedicated team of knowledgeable consultants who are ready to offer you the best possible service for your pets both by phone & email, so you will always have a pleasant shopping experience with us. If you have any questions about our products or services, please email us at [email protected] or call +9714 456 22 02 between 9:30am to 9:00pm Saturday to Thursday 12:00pm to 9:00pm to serve you better, we are also available in WhatsApp +971 52 737 52 29, +971 58 567 52 29
We deliver your orders on our specially designed temperature control vans with large storage area to ensure that your order will be 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 that 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 number or e-mail address you have provided us in your order details.
Loyalty Point System
You gain loyalty points every time you shop with us, for every 2000 points you can get 150 AED voucher which can be used on your next online purchase. Our loyalty point system is designed to offer you more value every time you place an order with us. So shop more & earn more!
- For every 2000 points, you can receive 150 AED gift voucher
If you want to know the value of your points, check your account by clicking 'My Account' and remember that every 1 AED is equivalent to 1 POINT (VAT not included when adding points).
How it works:
- The Loyalty point system can be applied to both online orders or in shop. Points therefore, can be earned and redeemed in the shop or online purchased.
- Points cannot be transferred from one account to another account.
- No points will be earned if a customer applies for any discount code from any channel.
- No points can be earned on items that have already been discounted or part of any promotions.
- Points can only be earned on full-priced products
- Pet Sky reserves the right to cancel your order for any reason.
Please check our SPECIAL OFFER sections on our webpage. We always offer special deals on a variety of products. Points cannot be earned on these special offers.