ORDERS AND DELIVERY

Where do you deliver?

We deliver across Dubai and all seven emirates.

When will my order arrive?

Express delivery: within 60 minutes — available in selected areas of Dubai. Availability is shown once you enter your address at checkout.

Standard delivery: within 48 hours, to Dubai and the rest of the UAE.

We deliver during our opening hours: weekdays 11:00–21:00, weekends 10:00–22:00.

How much is delivery?

The delivery charge is shown at checkout before you pay. It depends on your address and on whether you choose express or standard delivery. Delivery is free on every order over AED 300.

How do I track my order?

You will get a confirmation email as soon as the order is accepted. You can also follow it under My Account → Orders on the site or in the app, or message us on WhatsApp at +971 58 100 9409.

What payment methods do you accept?

We accept credit and debit cards, Apple Pay and Google Pay. Payment is taken on a secure page and we do not keep your card details.

We do not offer cash on delivery — orders are paid in full at checkout.

Nobody was home when the driver arrived — what happens?

The driver will call the number on your order, and we will arrange a second delivery attempt at no extra charge.

Can I change or cancel an order after placing it?

Contact us as soon as you can on WhatsApp at +971 58 100 9409. If the order has not left the shop we will change or cancel it.

PRODUCTS

An item is out of stock — what can I do?

Tap "Notify me when available" on the product page and we will email you the moment it is back.

Will the product look exactly like the photo?

Products may appear slightly different from the photos because of external factors such as lighting.

Are your products genuine?

Yes. We buy directly from the authorised distributors of the brands we carry, including Royal Canin, Bioline, Schesir, Pedigree, Whiskas and Dentalight.

GROOMING AND BOARDING

How do I book a grooming appointment?

From the Book tab in the app or the Services page on the site: choose your pet, then the service, then an available day and time. You can also book straight through WhatsApp.

Which animals do you groom?

We groom cats, dogs, rabbits and birds. For any other animal, contact us first and we will tell you what we can offer.

I have more than one pet — can they come in one visit?

Yes. Select more than one pet in the same booking and we will schedule them back to back in a single visit, so you only travel once.

How long does a session take?

It depends on the service, the size of the animal and the condition of its coat. The expected duration is shown when you pick the service, before you confirm.

How do I cancel or move an appointment?

Contact us on WhatsApp at +971 58 100 9409 at any time. Cancelling or moving an appointment is completely free — there is no cut-off time and no fee.

What is My Pets?

A page where you save your pet's details once — name, type, breed, weight and photo — so you never retype them at booking, and the groomer knows your pet before it arrives.

RETURNS

Can I return what I bought?

Yes, within 7 days of delivery, provided the original packaging is intact. This includes Clearance Deals and Bargain Buys, on the same terms as everything else. Full details are on the Returns and Exchanges page.

THE APP

Is the app free?

Yes, it is completely free to download and use on iPhone and Android.

Are app prices the same as the website?

Yes. The app and the website read stock and prices from the same system, live.

Does the app work in Arabic?

Yes — Arabic and English. It follows your phone's language automatically and you can switch at any time.

STILL STUCK?

How do I reach you?

WhatsApp or phone: +971 58 100 9409 · Email: hello@pawfection-store.com

Visit us at Warsan Fourth, International City Phase 2, Dubai — weekdays 11:00–21:00, weekends 10:00–22:00.