How can we help?

There is no password to set up. Choose Log in, enter your email and we’ll send you a 6-digit code. Enter it and your account is ready, with the same orders, points and Autoship as The Pets Club app. You can also check out as a guest.

Sometimes we do run out of stock even of the most popular items and we have to wait for our suppliers to deliver them. We will always either notify you online if a product is out of stock or remove them completely if they will take longer to come back in stock. If you have any questions, please leave a message on WhatsApp 050-2974489 or email [email protected]

Please message on WhatsApp 050-2974489 or use our online support Chat option. There may be an error in the system that needs our attention.

Yes, we often run promotions and competitions where you can win prizes or get discounts on certain products. Follow us on social media and register for our newsletter to stay updated on all our news and offers. Please check out the Sales & Combo section where we always offer special deals on a variety of products. Soon we will be launching a loyalty program to get points and redeem during checkouts to get additional discounts.

We're more than happy to take requests, especially as we expand into the future. If the product you're after is not on our site, please contact us at [email protected] and let us know of any awesome brands we should be stocking.

Pay online at checkout by card (Visa, Mastercard, American Express) or Apple Pay, or split it into 4 interest-free payments with Tabby or Tamara.

You can also pay on delivery. In Dubai, Sharjah and Ajman you can pay by cash or card. In the other emirates, pay cash or use a payment link we send you at the time of delivery.

There is no password to forget. Go to Log in, enter your email and use the 6-digit code we send you. If the code doesn’t arrive, check your spam folder, or email [email protected].

Yes! At checkout you can split your payment into 4 interest-free instalments with Tabby or Tamara. Just select your preferred option on the payment step — no fees when you pay on time.

Once your order has been placed, our shipping agent will start planning a delivery time for you. They will call you to arrange a time that is convenient to you. We will consider any special requests such as particular delivery times. You can also track your order status on our web site, “TRACK YOUR ORDER” page using the order number.

You can specify a delivery time; however, our delivery team will confirm if they can deliver your order at the time requested. Delivery times are planned based on location and the fastest route to ensure a speedy delivery to all customers.

Please call 050-297-4489 and speak to our customer care team. They are available between 9am - 8pm every day. Please have your order number ready before you place the call.

Yes, you can. Please specify this when placing your order in the CUSTOMER NOTE section and please be sure to include their name and phone number so that we can call them as well. Cash payments can be left with them.

No, we only have door to door delivery service at the moment.

Dubai: free delivery on orders above AED 100 (AED 15 below that), with next-day delivery for orders placed before 6 pm.
Other Emirates: free delivery above AED 150 (AED 20 below that), delivered in 2–3 days.
We deliver 12 pm – 9 pm, including Sundays for in-stock items.

Please call 050-297 4489 and speak to our customer service team. You can also email them at [email protected]. We will take your details and arrange for an immediate replacement.

If you wish to return a product, please contact us at [email protected]. Returns and exchanges are accepted within 14 days of delivery, with your invoice. See our returns & exchanges page.

Unfortunately, we do not offer sample bags. If you're not sure if your pet will take to a new food, we suggest trying a smaller bag of food at first to determine what your pet prefers. You can also check out our vet-approved guide to transitioning your pet to a new food for more handy tips

You can return items within 14 days of delivery, as long as they're unopened, unused and in their original packaging, with proof of purchase. For hygiene reasons, perishable goods (like opened pet food) can't be returned. Returns are free — we collect the parcel from you.

From your account, not a form: sign in and open Orders, choose the order and tap Request a return. The order page shows how many days it has left and which items can go back, and we collect the parcel from you. Prefer to talk to someone? WhatsApp us or email [email protected] with your order number.

Once your return is received and inspected, we'll email you to confirm approval. Approved return refunds are issued as store credit — a gift voucher or points you can use on your next order. If you cancel an order before it's dispatched, you get a full refund to your original payment method.

As a free TPC Pro member you earn Pawsome Points on everything you spend — 3 points per AED on Bronze, 4 on Silver, 5 on Gold — plus 100 points when you sign up, a 200-point birthday bonus, 50 points for following or sharing us on social, and 25 points per partner visit. Move up through Bronze for Silver for Gold and get a one-time bonus each time (+250 at Silver, +500 at Gold). Points are real money: 100 points = AED 1.

Turn points into savings at checkout: 500 points for AED 5 off, 1,000 points for AED 10 off, or 1,000 points for free shipping. You can also apply points straight to an order at 100 points = AED 1.

Autoship delivers your pet’s essentials automatically on a schedule you choose. You save 15% on your first Autoship order and 10% on every delivery after, on full-priced products. Skip a delivery, pause or cancel from your account.

How Autoship works

Point rewards are applied as coupons at checkout. Only one discount code can be used per order, so pick whichever saves you more on that basket.

An order with a discount code does not earn Pawsome Points — so on a large basket it can be worth skipping the code and earning instead.

TPC Pro is The Pets Club's free membership program for dedicated pet parents. As a member you get your own TPC member ID, a digital rewards wallet, tier levels that unlock bigger perks, profiles for your pets, and exclusive offers with The Pets Club and our partner services.

As a member you:

Earn 3–5 points per AED on every order (Bronze 3 · Silver 4 · Gold 5), 25 points per partner visit, plus points for signing up, birthdays and social follows
Redeem points for money off and free shipping at checkout (100 points = AED 1)
Climb Bronze for Silver for Gold and earn a bonus each time you level up (+250 at Silver, +500 at Gold)
Get a rewards wallet, pet profiles, and a running total of everything you've saved
Unlock exclusive member offers with The Pets Club and partner services like Mobile Grooming

Every member starts on Bronze and moves up automatically as points add up — Silver at 2,250 points and Gold at 7,500 points (based on the points you earn during the program period). Higher tiers earn faster, too: Bronze earns 3 points per AED, Silver 4, and Gold 5. Each time you level up you also get a one-time bonus: 250 points at Silver, 500 at Gold.

Share your referral link and you both get AED 25 off once your friend places their first order. Find your link in the app or the rewards panel.

Nothing — TPC Pro is completely free to join.

Download The Pets Club app (tap "Get App" at the top of our site) and sign up — your membership and rewards wallet are set up right away. Bonus: get 15% off your first 3 app orders with code APP15 — app only, on full-priced items, minimum order AED 300.