Payment & Delivery
Orders
Your order is confirmed once you receive an order confirmation from us via email, which includes an order number. If, for whatever reason, we cannot process your order, we will contact you on the phone number or email address you have provided us.
If a product is Out of Stock, we will also contact you to advise you on the expected waiting time. We'd also be happy to make alternative recommendations if you can't wait for the Out of Stock product to arrive.
Delivery Policy
Delivery is free for orders AED 350 and above.
If your order is below AED 350, there will be a delivery fee of AED 15 + VAT for orders up to 5 kg, AED 1 + VAT for every additional kg. This fee will be added to your order at the time of checkout.
Tip: if your order doesn’t qualify for the free delivery, why not add a treat for your pet to get your order delivered for free. You’ll save yourself the delivery fee and get something extra for your pet.
Delivery is available to all 7 Emirates:
- Abu Dhabi City – within 1 to 3 working days
- Dubai – within 1 to 3 working days
- Sharjah – within 1 to 3 working days
- Ajman – within 1 to 3 working days
- Umm Al Quwain – within 1 to 3 working days
- Hatta – within 1 to 3 working days expect Friday
- Abu Dhabi Western Region – within 5 to 7 working days (AED 45 delivery charges applicable on all orders)
- Ras Al Khaimah – within 1 to 4 working days
- Fujairah – within 1 to 4 working days
- Al Ain – within 1 to 4 working days
Delivery is also available to GCC countries: Saudi Arabia, Bahrain, Oman, Kuwait, Qatar, Jordan, Egypt, Morocco, Algeria, Iraq, Lebanon, Tunisia. For the confirmation and delivery to GCC countries our sales manager will contact you.
Please note that we do not deliver on Public Holidays.
Payment
We currently accept the following payment methods:
Online Payment - Debit/Credit Card/Apple pay/ Samsung pay.
All payments should be made in AED. We do not accept other currencies. In case of delayed payment or non-payment, we holds the right to cancel or reschedule delivery of a customer order.
Return and Refund Policy
Due to the nature of our products, which consist of perishable and edible goods for pets, we do not accept returns or exchanges once an order has been delivered.
For health, hygiene, and safety reasons, all food items are considered final sale and cannot be returned or exchanged.
Exceptions
We will only offer a replacement or refund in the following cases:
- The product was delivered damaged
- The product was defective
- The wrong item was delivered
- The product arrived expired
In such cases, customers must contact us within 24–48 hours of delivery and provide clear photo evidence of the issue.
If the claim is approved, we will offer:
- A replacement product, or
- A full refund to the original payment method.
Order Cancellation
Orders may be cancelled only before they are dispatched. Once shipped, orders cannot be cancelled.
For any questions, please contact us at: Info@o2pets.com
Expert advice
We will give an advice and help you select the oil with the consideration of your pet's individual needs and peculiarities
Expert advice
Tell us about your pet and we will help you choose the right product
