Questions & Answers

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CONTACT INFORMATION

Al Reef Villas, Contemporarty Village, Street 6, Abu Dhabi, UAE

Do you have questions about how we can be of help to your pets? Send us an email and we’ll get in touch shortly.

OUR STORE

Where exactly are you located?

We are located in Al Reef Villas, Contemporary Village, Street 6, Shop 1. Check our contact us page for map and GPS information. Your pets are always welcome inside for a treat and some play time with our team. We are open 7 days a week: Saturday-Thursday 12-9pm, Friday 4pm-9pm.

Do you sell pets?

Absolutely Not, we will never support the greedy cruel puppy mills industry and unethical breeders. We support a variety of animal welfare groups within the UAE through arranging adoption days and donation collection and our Facebook page host many animals that are up for adoption.

Can I bring my pets to the shop?

we certainly encourage you to do that, it’s the perfect place for your pet to choose his/her toy, sniff around, have a treat and some play time, we as your cooperation to keep your dog in leash for safety concern and your cat in the crate or on a harness for their own safety.

OUR PRODUCTS

Are you able to source particular products for me?

This is our specialty, if you want a product or specific size/color/pattern of one of our listed items, send us an email to info@thepetshack.ae and will be happy to source it for you from our supplier, it might take longer time to deliver but surely our team will give you the details ahead of placing your order.

YOUR ORDER

How do I set up an account with The Pet Shack?

If this is your first visit to The Pet Shack, you can use the register button at the top of our main page and then you can sign it and proceed in shopping.

What does the stamp that I see on some of your products mean?

This stamp is an indication that we have tested this product ourselves on our fur babies and we absolutely love it in terms of quality, safety, durability in case it’s a toy, likability to our fur kids and our customers’ feedback. Make sure to try such items as we believe they are awesome.

How can I use your discount?

Our discounts are automatically set. Just shop and you’ll see the discounts on the cart page.

I just made an order and checked out then remembered that I needed more items, can I add them?

Of course, you can! You can either place a new order and include a note that you have placed another order and this is only addition or you can call us at 0567006063 and will be happy to add your item(s) to the existing order.

I have forgotten my login details. Who should I contact?

Please visit the login page and press forgotten password and it will take you through the process or give us a call at 0567006063 and will be happy to assist you.

Where do you deliver in UAE?

For the time being, we deliver to any location within Abu Dhabi. Soon we will b expanding to new cities and the same will be announced on our website.

I can’t find some product that I need or I bought from the site previously?

We sometimes run out of stock of some items especially if its popular and supplier don’t always have enough stock, rest assured that once available from the supplier will make sure to have it back on our list. we always add new items to our list of products which will be done gradually and based on customers demand, not to mention that some items we test ourselves before offering them to our customers, If you have a product in mind, please do write to us using our email info@thepetshack.ae and will be happy to consider new items that you like.

I can’t add an item to my basket

Send us a message using Contact Us form and will immediately look into it.

What payment methods do you accept?

We accept cash on delivery and we accept credit card payment online using visa and master cards, unfortunately, we do NOT accept any other cards.

DELIVERY

What time should I expect my order?

If you placed your order before 6:00 pm, you can expect your order to be delivered the next day any time between 5 and 9 pm. Our team will contact you prior to the delivery time and will do our best effort to find a time suitable to you and our schedule as delivery time depends on locations and best route.

Can I collect my items in the shop?

We love to welcome you to our shop any time to collect your order, better yet, bring your furkid for a treat and play time!

Missing Items

Despite our best efforts to provide all items on our website, we sometimes face out of stock items that are not available with our suppliers at the time of our orders, our team will be contracting in this case prior to delivery where an alternative can be offered if available or refund of the missing items can be arrange.

My delivery hasn’t arrived. Who can I call?

Please call 0567006063 and give us your order number and will immediately update you.

Can someone else receive the order if I am not home?

The order will be delivered to the requested address, even if you are not home and someone else is at the house they can receive the order and sign their name and number, if you would like us to deliver to a different address, please send us a note in the order upon check out or email us at info@thepetshack.ae

SHIPPING, RETURN & CANCELLATION

Shipping / Minimum Order policy

For orders of AED 100 and above shipping is free of charged for Abu Dhabi city area.

For orders of AED 350 is shipping is free of charged for Dubai and other emirates

For orders below the above amounts, AED 20 fees will be charged for deliver in Abu Dhabi and AED 50 will be charged for delivery in Dubai and other emirates.

Cancellation & Replacement Policy

If you placed an order and would like to cancel, please contact our team at 0567006063 or email us at info@thepetshack.ae, if the order is cash on delivery, the order will be canceled on the spot without any issues. If the order is paid by credit card online, will be happy to refund you.

If you would like to replace an item in your order, will be happy to assist you, just contact our team at 0567006063 or email us at info@thepetshack.ae and will do the needful.

RETURNS

I received my order but some products are damaged, what should I do?

We encourage you to check the order upon delivery, any damaged items can be collected on the spot and replaced the next day. If you didn’t have the chance to check it upon delivery and found out later a damaged item, call us please at 0567006063 or email us at info@thepetshack.ae and will immediately arrange for the replacement.

What is your return / refund policy?

If you wish to return/refund/exchange a product, please contact us at info@thepetshack.ae. All returns /refunds or exchanges should be completed within 7 days from purchase date and with a receipt or order confirmation in person at our shop in Al Reef Villas. We are open 7 days per week; 12:00 noon to 9:00 pm except Friday from 4:00 pm to 9:00 pm. The returned product should still be in its original condition. If you are not able to come to the shop, we can also collect the item on the next delivery dispatched to you, just mention it in the notes and will take care. Refunds can be made in cash or credit note or replacement with other items, our team will work on the details and update you. We do not accept product returns that are: – Altered in form from their original purchase – Used – Bought on sale