Please read updated Policy - After COVID19 and until the current situation is over. As we cannot risk items delivered to inside homes then picked up again from inside your homes, we have stopped all exchanges and returns until further notice. 


Q – I ordered the wrong item, how can I return it? 

In the unusual circumstance where the item received is wrong (and mistake is from Your side), you can exchange the item in the retail packaging you received it and in the original box and/or packaging intact within 72 hours and you need to notify us immediately - You will be charged Dhs.50 Delivery Fees if you are in Dubai. The price of the item you want to exchange must be higher or equal than the item you want to return. 

For all other Emirates - If you want to return an item because you changed your mind or you ordered the wrong size, we will charge Dhs.100 Delivery Fees to return to your location to exchange the item and it will take from 3 to 5 working days to do the exchange.


Q – I have changed my mind; can I return what I have bought?

If you changed your mind before receiving your item, just call us to cancel your order and we will cancel it. Payment will be refunded in case payment is made by credit card or paypal.


Q – What should I do if I received a damaged product?

If your product has arrived damaged, please contact us immediately so we can exchange it for you right away. Notifying us of damage after 48 hours will not be accepted. In case the item you received is damaged or defected, you could return it in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.
Note that all fragile items should be inspected by you or the person receiving the item on your behalf, we will not exchange or return fragile items.

Q – I ordered new brand of food/ treats for my pet but he/ they did not like it – can I exchange it with another brand/ flavor? 
NO – We do not accept returns or exchange of pet food, dog chews, treats etc.. unless there is damage in the product.

Q – What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?

A brand-new, unused, unopened, undamaged item in its original packaging. The packaging should be the same as when it was delivered to you.

Q – I expected the cat toy/ dog toy to LAST LONGER, will you exchange it for me or refund me my money? For Cats & Dogs toys, they are not supposed to live forever, it all depends on your dog chewing habits etc.. All our interactive toys for cats should be hidden when you are not playing with your cat/(s). 95% of our products are high quality made in USA, however your pet is your responsibility, please read all labels carefully.

Q – I ordered wrong size, what shall I do?

If you realized that you ordered wrong size, we can exchange it for the correct size provided that the merchandise is in New with Label and unused condition. If label is removed, like in all stores, we cannot exchange it for you. And we do not offer refund, if you cannot find what you want you keep your credit money with us until you find something else to buy from our store. Please read description carefully before you make a purchase - we charge Dhs. 50 Fees if you want us to come to you again to exchange an item. The price of the item you want to exchange must be higher or equal than the item you want to exchange. Please note all accessories are not eligible for any return/ exchange.

Q – Under what conditions you don’t accept an exchange?

Merchandise on special offer or purchased using a discount code
Not in original packaging (Items delivered in a sealed packaging box cannot be exchanged if box is open) - any items with labels removed
Food & Treats, Collars/ Harnesses, Soft Carriers, IATA carriers that are assembled, Beds for cats & dogs for hygiene reasons
Used items

For Hygiene reasons, we cannot exchange Pet Beds (including cat trees & cat furniture) & Collars/ Harnesses, carriers including IATA carriers, please read carefully the description and select the right size before ordering.

Q – It has been over 10 days since I made a purchase and I want to exchange - what can I do?

Please see above what are the items that are not legible for exchange, if the item you purchased is legible for exchange, you have 10 days from the date of the delivery, we will not exchange under any circumstance items purchased since over 10 days.

Q – I have a complaint, how can I reach you?

If you have a complaint, you need to EMAIL US  on with the details and we will get back to you ASAP, posts of complaints on social media will not be acceptable. 

*Due to many clients ordering then changing their minds because they didn't read the description properly or simply for not liking the product/ we had to restrict our exchange policy, any item other than food which we accept exchange on (not listed in the restricted items) will go to supplier for inspection first to make sure that it is returned in is NEW CONDITION mentioned above. We will charge 50Dhs to arrange pick-up, the item will be taken to supplier for inspection and once we get approval from supplier, you will get the amount credited to your account (ie you can choose something else to buy within the same amount).