Petsouq : Frequently Asked Questions

You can create your free account by visiting our website at www.petsouqonline.com and clicking on the "Sign In/Register" button. Follow the prompts to enter your details, and you'll be ready to shop in no time!

If you've forgotten your password, simply click on the "Sign In" page and select the "Forgot Password?" link. Enter your registered email address, and we will send you a link to reset your password.

To see your order history, log in to your account on our website and navigate to the "My Account" section. You will find a complete list of your past and current orders here: https://www.petsouqonline.com/my/home.

While the quickest way to order is through our website, you can also place an order by contacting our customer service team via phone or WhatsApp at +971505369874 during our business hours (Monday to Saturday, 9:00 AM to 9:00 PM).

Once you successfully place an order, you will receive an order confirmation email to the email address associated with your account. You can also see the order details in your account section on the website.

If you need to modify or cancel your order, please contact our customer service team at +971505369874 as soon as possible. We will do our best to accommodate your request if the order has not yet been dispatched for delivery.

You can easily update your personal details, including your delivery address and contact information, by logging into your account and visiting the "My Account" or "Profile" section.

There is no minimum order value to shop with us. However, please note that our free delivery is available for orders of AED 80 or more.

If you have a promo code, you can enter it in the designated "Promo Code" box during the checkout process. The discount will be applied to your order total before you proceed to payment.

While we recommend creating an account to easily track orders and manage your details, we also offer a "Guest Checkout" option for your convenience.

The easiest way to find a product is to use the search bar at the top of our website, www.petsouqonline.com. You can search by product name, brand, or category.

We offer a wide range of supplies for various pets, including dogs, cats, birds, fish, and small animals. You can browse our categories to see the full selection for your beloved pet.

We are constantly restocking our products. You can sign up for a "back in stock" notification on the product page, and we will email you as soon as the item is available again.

While we offer a vast selection of pet food for different life stages and conditions, please consult your veterinarian for prescription diets. You can browse our "Life Stages & Conditions" category to find food tailored to specific needs like weight management or sensitive digestion.

All available information, including ingredients, nutritional analysis, size guides, and feeding recommendations, can be found on the individual product description page on our website.

Absolutely. We are an authorized retailer for all the brands we carry. We guarantee that all our products are 100% authentic and sourced directly from reputable manufacturers and distributors.

You can visit the "Brands" section of our website to see a complete list of all the brands we proudly offer.

We would be happy to assist! For personalized recommendations, please contact our customer service team with details about your pet (e.g., age, breed, health conditions), and our knowledgeable staff will help you make the best choice.

No, we do not sell live animals. Our focus is on providing high-quality food, supplies, accessories, and healthcare products to ensure the well-being of pets.

We are very sorry to hear this. Please contact our customer service team at  [email protected] or +971505369874 within 24 hours of receiving the order, and we will arrange for a replacement or refund.

We offer FREE delivery on all orders of AED80 and above. For orders under AED80, a flat delivery fee of AED15 will be applied.

We deliver across all 7 Emirates of the UAE, including Dubai, Abu Dhabi, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah.

Yes! We provide same-day delivery for customers in Dubai, Sharjah, and Ajman for all orders placed before 5:00 PM.

For orders delivered to other Emirates (Abu Dhabi, UAQ, RAK, and Fujairah), you can expect to receive your items on the next business day.

While we cannot guarantee a specific delivery time slot, our courier partner will contact you on the day of delivery to coordinate a convenient time. You can also leave delivery instructions in the notes section at checkout.

Once your order is dispatched, you will receive a notification with tracking information. You can also track the status by logging into your account on our website.

 Our courier will typically attempt to contact you to reschedule the delivery. If they are unable to reach you, please contact our customer service team to arrange a new delivery date.

Currently, we only deliver within the United Arab Emirates.

Our main warehouse is located at Warehouse S03, Dubai Real Estate Corporation, Al Quoz Industrial Third, Al Quoz, Dubai. Please note this is not a retail location.

At this time, we do not offer a self-pickup option. All orders are delivered directly to your specified address for your convenience.

We accept several secure payment methods, including Credit/Debit Cards, Apple Pay, and Cash on Delivery (COD).

Yes, it is completely safe. We use Stripe, a secure and encrypted payment gateway, to process all online transactions. Your credit card information is not stored on our servers.

We have a 7-day return policy. If you are not satisfied with your purchase, you can return the item(s) within 7 days of delivery, provided they are in their original, unopened, and unused condition.

To start a return process, please contact our customer service team with your order number and the reason for the return. We will guide you through the next steps.

For hygiene and safety reasons, certain items such as pet food, treats, and grooming products may not be eligible for return unless they are faulty or damaged. Please check the product page for specific return information.

Once we receive and inspect the returned item, your refund will be processed within 5-7 business days. The amount will be credited back to your original payment method.

If the return is due to an error on our part (e.g., wrong or damaged item), we will cover the return shipping costs. For other reasons, the customer may be responsible for the return shipping fee.

The easiest way to exchange an item is to return the original product for a refund and place a new order for the item you want.

Our Tax Registration Number (TRN) is 104904804200003. All our prices are inclusive of VAT as per UAE regulations.

For orders paid via COD, refunds are typically processed through a bank transfer or store credit. Our customer service team will coordinate with you to arrange the most convenient method.

PetsQommunity is our exclusive support program designed for animal welfare heroes, including pet rescuers, shelters, and street animal feeders. It provides special benefits to help them in their noble work.

The program is open to individuals and groups actively involved in animal welfare. This includes pet rescuers, operators of pet shelters, and individuals who feed street cats and dogs.

Approved members receive exclusive discounts on most products through a dedicated "PetsQommunity Price-list" and get special access to a "Rescuers Corner" on our website with curated products. 

You can apply by filling out the registration form on our website here: https://www.petsouqonline.com/petqommunity.

While the initial application does not require document submission, Petsouq reserves the right to request supporting evidence, such as images or videos, to verify your involvement in animal welfare activities.

You can check the status of your PetsQommunity application by logging into your account and visiting your profile page: https://www.petsouqonline.com/my/home.

No, the PetsQommunity program is completely free to join for eligible individuals and groups.

Once your membership is approved, the exclusive prices will be automatically applied to your account. When you log in and shop, you will see the discounted prices.

The "Rescuers Corner" is a special section on our website, accessible only to PetsQommunity members. It features products that are specifically selected to meet the needs of rescuers and shelters.

The PetsQommunity discounts and benefits are exclusive to the approved member and are intended to support their animal welfare efforts directly. The membership is non-transferable.