FAQ Page
What payment methods are accepted?
We accept major card payments including Visa, Mastercard and American Express. We also support digital wallet options such as Apple Pay and Google Pay, as well as other verified electronic wallet services available at checkout. All transactions are securely processed through PCI-DSS compliant, encrypted payment gateways to ensure the highest level of security.
Where do you ship from and which regions do you deliver to?
Orders are dispatched directly from our facility in Dubai, United Arab Emirates, and are delivered to selected international destinations, including Europe and the United States. We partner exclusively with established logistics providers, including DHL, FedEx and UPS (Priority Tracked Services), to ensure reliable cross-border delivery.
How long does shipping take?
Order processing typically takes 1–3 business days. Following dispatch, delivery generally takes 5-10 business days, depending on the destination and customs clearance.
Tracking updates are automatically sent to the email address provided at checkout, covering dispatch confirmation, transit milestones and local delivery progress. Please note that international shipments may occasionally face customs or transit delays beyond our control. If an order experiences a significant delay, we will initiate a formal investigation with the courier. Should the courier fail to resolve or locate the shipment within 30 days of dispatch, we will proactively issue a full refund or arrange a replacement.
- What is your return policy?
In accordance with applicable European consumer regulations, customers within the European market are entitled to a 14-day statutory withdrawal period, starting from the date of delivery.
To exercise this right, please contact our support team via email with your order details. Due to the hygiene nature of pet goods, returned items must be unused, free from pet hair or odour, and in their original, resalable condition. We reserve the right to deduct a diminished value fee from the refund, or decline the return, if the goods have been handled beyond what is necessary to establish their nature and characteristics.
- What if my item arrives damaged or defective?
If an item arrives with visible defects or damage, please contact our support team by email within 72 hours of delivery and provide clear photographic evidence. Upon verification, we will arrange for a complementary replacement or a full refund to your original payment method. All damaged items may be subject to a formal review, and we reserve the right to request a physical return or additional inspection prior to issuing a final resolution. - How can I contact customer support?
For any order-related enquiries or assistance, please contact us:
Address:
فيلا رقم 629 – ملك محمد خليفه علي بو عديل المهيرى – بردبي – ام سقيم الاولى
Phone:
+971 600525553
Email:
mat@snugpetmat.com