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Shipping policy

Shipping Policy

Effective Date: April 10, 2025

This Shipping Policy explains how deliveries are processed, handled, and managed for orders placed on My Pet Souq, operated by WAHAT ALDUKHAN PORTAL LLC. By placing an order with us, you agree to the terms below.

1. Service Scope

My Pet Souq is a UAE-based marketplace platform that connects pet owners with licensed pet vendors and care providers. All orders placed on our platform are fulfilled by the respective vendors and delivered via trusted third-party courier partners or, in some cases, directly by the vendors themselves.

2. Delivery Coverage

  • We currently offer delivery to all seven Emirates of the UAE.
  • Our website is accessible globally for browsing, but orders can only be placed and fulfilled within the UAE.

3. Delivery Timelines

  • Standard Delivery: 1–2 business days (All Emirates)
  • Same-Day Delivery: Available in Dubai, Sharjah, and Ajman for orders placed before 4:00 PM

4. Delivery Charges

  • Standard Delivery: AED 20
  • Same-Day Delivery: AED 25 (Dubai, Sharjah, Ajman only)
  • Free Delivery: Available on all orders above AED 250

5. Order Processing

  • Orders are processed once payment is confirmed or verified (if COD is selected).
  • You will receive a confirmation email or message with tracking information once the order is dispatched.

6. Delivery Partners

We work with licensed and trusted UAE-based courier services for most deliveries. In some cases, delivery may be completed by the vendor directly. Our support team monitors each shipment to ensure timely fulfillment.

7. Vendor-Handled Deliveries

In cases where the vendor chooses to deliver the order directly:

  • My Pet Souq does not assume liability for delays, damages, or lost parcels associated with vendor-handled deliveries.
  • However, we will facilitate resolution between you and the vendor if any issue arises.

8. Failed Deliveries

  • If you are unavailable to receive the package at the provided address, the courier may attempt re-delivery.
  • After multiple failed attempts, the order may be returned, and re-delivery will be charged again.

9. Delivery Status & Support

To inquire about your order status or delivery update, you may contact our support team at:

10. Damaged or Missing Packages

If your order arrives damaged or items are missing, please report it within 24 hours of delivery. Provide photo evidence where applicable. Our team will investigate and coordinate with the vendor for appropriate resolution.

11. Delivery Confirmation

Orders are considered fulfilled once they are delivered to the provided shipping address and signed for, or confirmed by the courier as delivered.

12. Policy Changes

We may update this Shipping Policy from time to time to reflect service changes or operational updates. Please refer to this page for the latest information.

13. Contact Us