F.A.Q
Need help or have questions? Take a look at our FAQs below.
Product Information
Each item has a product 'Description' tab and a customer 'Review' section. These sections provide more detailed information about the product and also allows you to see other customers' reviews of the product. On some occasions there may be further information available in the form of a video to view.
If you can't find the information you require on the product page you can always simply 'get in touch' and if our customer care advisors can't help we will speak to our buying or merchandising departments.
If you can't find the product using the menus on the website try using our 'Search' option in the top navigation. Try searching with a particular word i.e. if you're looking for a particular chicken dog food; type in 'chicken' and all chicken options will be available to browse through.
If you still cannot find a product then we are happy for you to 'get in touch' and we will check if the item is available to purchase or we will endeavour to find an alternative product we think will match your requirements.
If you open the product page and go to the 'Reviews' section, then click on 'post review' you will be able to write a review of the product.
Please note you can only review a product that you have purchased from ourselves, you will be asked to log in to your account before you can proceed.
Your review will show on our website within 7 working days once it has been passed by our monitoring team.
Each item has a product 'Description' tab and a customer 'Review' section. These sections provide more detailed information about the product and also allows you to see other customers' reviews of the product. On some occasions there may be further information available in the form of a video to view.
If you can't find the information you require on the product page you can always simply 'get in touch' and if our customer care advisors can't help we will speak to our buying or merchandising departments.
Due to legal requirements medicines may not be returned except to correct an error in despatch or in response to an "official recall". If an item is believed to be faulty it should be returned for inspection and it may be necessary to forward it to the manufacturers for testing before replacements or refunds can be authorised. This does not infringe statutory rights. We advise customers to use an insured method of shipping and to retain proof of despatch when returning an item.
Orders
We ask you to complete the following simple steps to place an order:
Add the items or services you wish to add to your shopping basket
Go to Cart and then Checkout pages
We will then ask you to login in or if you are not yet registered with us you can do so at this stage. Simply complete all fields include your address, phone and email. You will be asked to enter OTP that you received on your mobile number.
Finally we ask you to enter your payment details.
Yes that is not a problem, simply call us on 0501117879
Please Note: To ensure payment security there is a limit to the value of order we can take over the phone but the advisor will discuss this with you at the time.
You can pay online using Visa, Visa Debit and Master Card.
All card payments are handled by Stripe a leading global Payment Service Provider in UAE and we do not hold any card payment records ourselves. Stripe are compliant with the strictest Payment Card Industry (PCI) standards.
If you wish to pay via bank transfer then please 'get in touch' and one of our friendly customer care advisors will provide you with the relevant bank details.
We will send you a confirmation email once you have placed your order and this will include an invoice / receipt.
If you can't find this then to print a receipt simply log into your 'Account', go to the section 'Orders'. You will see all orders that you have placed if you look for the relevant order number you require a receipt for, you will see a download invoice link which will allow you to print or save a copy of the receipt you require.
As long as the order has not been dispatched from our warehouse you can amend your order. You cannot do this online and will need to 'get in touch' and speak to one of our customer care advisers as soon as possible. If the order has already been dispatched then the advisor will explain the process.
We are sorry to hear that you may want to cancel your order, please 'get in touch'. The order will be cancelled and refunded as long as it has not been dispatched from our warehouse. If the order has been dispatched you will be asked to refuse the delivery and once we receive the order back at our warehouse or we can track that the courier is returning it we will process your full refund. *Terms and conditions apply.
Unfortunately, at present we are not able to offer this service, however, some of our couriers will leave the parcel in a safe place.
On the Home page you will find an 'My Account' section, once you log in you will be able to view all previous orders under 'Orders' section.
Yes you will receive an email advising that your order has been dispatched.
Returns, Refunds & Exchanges
Yes you can return any item(s) that is not suitable or unwanted (and not damaged or faulty or a wrong item sent) for a refund, we must be notified within 30 days of delivery of the product. To do this please 'get in touch'. The item(s) to be returned must be in an unused and saleable condition.
We apologise as there has obviously been a slight mix up in our warehouse, please 'get in touch' as soon as possible and we will rectify the situation immediately.
We are very sorry to hear this, please 'get in touch' immediately and a Customer Care advisor will assist you. If you don't mind can we please ask you to send us a photo of the damaged / faulty item as it will help us improve our quality control and it can be used in our courier reviews.
To arrange a return whether it be unsuitable or there is a problem with an item(s) then you simply 'get in touch' to advise us you want to return an item. Depending on why the item is coming back then a member of customer care will respond with your options. *Terms and Conditions apply.
Yes you can exchange an item for something else. Please 'get in touch' and one of our Customer Care advisers will be pleased to arrange the exchange.
Your refund will be processed back to the payment method that you used when placing the order or to your given bank account. In this case you will be contacted by a member of Customer Care to arrange the refund to another method.
Grooming Services
No. We will never need to use your electricity. We almost never need to use your water.The van has a generator and water tanks. On very rare occasions, perhaps during our busiest of seasons, we might ask to use your outside hose to fill up.
Petopia is committed to providing all of our clients with exceptional care. When a client cancels without giving enough notice, they prevent another client from being seen. Please understand that when you forget or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive services. Our appointments are confirmed 48 hours in advance because we know how easy it is to forget an appointment you booked months ago. Since the services are reserved for you personally, a Cancellation fee will apply.
- Cancellation of scheduled appointment at least 48 hrs. prior to appointment time: NO CHARGE
- Cancellation of scheduled appointment within 24 hrs. of appointment time: 50%CHARGE
- No Show – No Phone Call to cancel appointment: FULL CHARGE
Unavoidable circumstances may warrant special consideration, but please note that the above charges will apply to most cancellations. It is your responsibility to know when your appointment is scheduled. Less than 48 hours notice doesn’t allow Petopia sufficient time to offer that session or perspective client’s adequate time to prepare for their session. Thank you for understanding the importance of keeping your appointment. To cancel or reschedule an appointment, please call 0501370023 or cancel or reschedule an appointment from client account dashboard located at Petopia website or mobile apps
If you open the service page and go to the 'Reviews' section, then click on 'post review' you will be able to write a review of the product.
Please note you can only review a service that you have ordered from ourselves, you will be asked to log in to your account before you can proceed.
Your review will show on our website within 7 working days once it has been passed by our monitoring team.
