Shipping policy
All orders are processed within 2 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Domestic Shipping Rates and Estimates
Currently we only ship orders within the UAE
Local delivery
Free local delivery is available for orders over AED 100 within the UAE (except for bulky items/shipments & remote areas). For orders under AED 100, we charge AED 15 for local delivery. For remote areas 30AED will be charged at checkout.
Bulky shipments rates are applied for any order exceeding the weight of 10kg. Delivery charges for bulky items are calculated at checkout and are usually on case by case basis.
Our fulfilment partner will contact you via text message with the phone number you provided at checkout to notify you on the day of our arrival.
International Shipping
Currently we only ship within the United Arab Emirates
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 2 days of receiving your shipping confirmation email, please contact us at info@dxbanimal.com with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
Please refer to our Store’s return policy page.
We accept returns up to 3 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
If your order arrives damaged in any way, please email us as soon as possible at info@dxbanimal.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at info@dxbanimal.com.
Refund policy
Thanks for shopping at Dubai Animal Mart.
If you are not entirely satisfied with your purchase, we're here to help.
We have a 3-day return policy, which means you have 3 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@dxbanimal.com.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). Shipping Fees of 30 AED will be applied to all returns.
You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
In case you request a refund prior to shipping your order a cancellation fee of 15 AED will be deducted from the refund amount.
Contact Us
You can always contact us for any return question at info@dxbanimal.com.
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