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.
- Refunds will be issued using the original payment method used during the purchase.
- In some cases, we may offer store credit that can be used for future purchase.
Non- returnable/ Non-refundable Items:
- Items that have been purchased on sale, promotions or by voucher (unless they are defective)
- Perishable items, such as food or treats, cannot be returned for safety and hygiene reasons, unless they are defective or expired upon arrival
- All types of garments, toys, or pet beds/mats.
- When ordered item is found altered/tampered or used
Please Note: Fleas, ticks, and ringworm are some of the common problems that can be transferred from one animal to another through used items.
If you find your product has a defect upon receiving it, please take a photo of it & 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.
- Pet sky DMCC , Jumeirah Lakes Tower
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
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)
- Card on delivery ( Dubai Area 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.