Shipping & Returns
www.onestoppetshop.ae will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.
Multiple shipments/delivery may result in multiple postings to the cardholder’s monthly statement.
All orders placed in this web shop are subject to product availability and will be delivered according to our delivery terms. If there are any problems regarding your order, we will notify you using the telephone number or e-mail address you have provided with the order.
Please allow the following delivery times and costs depending on your location:
All prices are inclusive FREE delivery for orders above 100AED. For orders below 100AED a 30 AED fee for delivery will apply for Dubai.
Orders under 500 AED for delivery to Abu Dhabi, Ras Al Khaimah, Umm Al Quwain, Fujeirah and Al Ain a delivery fee of 50 AED will automatically be added to your order.
We offer Cash on delivery and online payment options through our online payment gateway or PayPal. Deliveries to Dubai, Ajman and Sharjah are next day delivery for orders placed before 6pm. For delivery to all other Emirates, on demand.
Contact Number: 0502807612
Returns, Exchanges & Refunds
We will happily refund or exchange any items that are damaged or defective upon opening the packaging. If you have found the product has a defect or is damaged, please take photographic evidence and send to us within 24 hours of receiving the item. All refunds will be given with store credit. Credit refunds for damaged or defective products will only be available after good have been returned and inspected and will be in the original mode of payment.
If you wish to return any product that has been incorrectly purchased, please contact us within seven days at email@example.com. Return requests received after the seven day window will be charged a 15% restocking fee. Delivery charges are non-refundable and the cost of returning incorrectly purchased products is the responsibility of the customer.
All returns or exchanges for items of clothing, accessories, leads, collars and similar accessories which could be deemed to have been used, should be communicated to us within five working days of receiving the goods and customers are required to submit to us the completed necessary “Returns Request” paperwork. Available on request to firstname.lastname@example.org.
We do not accept product returns if:
- Products have been altered in any form their original purchase
- Tags and labels have been removed or if original packaging is not available
- Items have been used
- Items that have been purchased on sale or promotions
For any animal feed, consumables - like treats and/or supplements please inform us within 5 days of receiving your goods if there is an error. We will arrange an exchange ONLY, but no refunds. These products must have at least 6 months validity and must be in good condition to be accepted by us.
Please note that we reserve the right to refuse any returned items if the product has been used or tampered with.
Please give us some time to process your return/exchange. It takes about 1-2 business days for us to receive the returned or exchanged product (s) back from you. Within 48 hours of receiving the item back in our warehouse, you will receive an e-mail and a credit note that reflects that the amount has been credited into your account.
Customers can cancel their order at any point unless the order has already been dispatched, in which case, please refer to refund policy. If the purchase was made online, a refund will be made back to the customer’s credit card. Please allow for up to 21 days for the refund transfer to be completed. Any items paid for by cash on delivery, will be refunded with store credit.
Lost or Damaged Goods
In the unlikely event that any goods are lost or damaged in transit, please contact us immediately via email to email@example.com. In the case of non-delivery please wait seven working days from the date of your order in case it has been delayed. In case of goods received damaged or faulty please retain the goods and contact us within three days of receipt, whereupon we will arrange for the damaged or faulty goods to be exchanged or we will provide a refund or store credit of the cost of the goods.
We will happily provide store credit or exchange any items that are damaged or that have been incorrectly purchased with 7 days of purchase and with proof of payment (your original order form will suffice). If you find the product has a defect, please take photographic evidence. Product must be presented to us before we can proceed with our return policy.
For items that are returned, a store credit will be given or the item can be exchanged for another item of the same value. Credits will only be applied to an online account once the returned/damaged item has been checked by company staff and is deemed valid.