Customers have the option to cancel their order at any time, except once the order has been shipped. In such cases, please consult our refund policy. For online purchases, the refund will be processed to the original credit card used for the transaction. Kindly anticipate up to 21 days for the refund transfer to finalize. Items paid for in cash or via credit card machine upon delivery will be reimbursed through store credit or an online gift voucher, usable at your convenience.

Our team of dedicated consultants is available to support you through both phone and email.

If you have inquiries regarding our products or services, please don’t hesitate to contact us at +971 545946436 between 9:00 AM and 6:00 PM (Monday – Sunday) or send an email to Support@familypetsfoood.com. We’re here to help you!

We do not currently ship overseas.

Standard delivery has no additional cost for orders above AED 100, and a charge of AED 20 for orders below AED 100.

Please note that refunds cannot be offered on the following:

• Aquatic livestock – We offer replacement or store credit. We do not deliver livestock so you will have to collect your livestock in our stores. 
• Frozen products
• Items bought on sale
• When ordered item is found altered/tampered/used

Aquatic Livestock Returns

The Petshop Aquatics will not accept any RETURN OR EXCHANGE on any livestock for the following reasons:

• Incorrect purchase – Once you have chosen & purchased your fish, they’re yours & cannot be returned.
• If your aquatic livestock doesn’t survive due to improper acclimation
• If your aquatic livestock doesn’t survive due to poor water quality in your tank and improper fish keeping 

You may contact us within 48 hours of purchase for the following conditions: 

• If your aquatic livestock doesn’t survive due to poor packaging by the staff – please contact us within 48 hours of purchase with photo of the fish in the bag at checkout 
• If your aquatic livestock doesn’t survive because they were already sick at the time of purchase – If you suspect they are ill, please contact us within 48 hours of purchase with photo of the fish in the bag at checkout 
• If your aquatic livestock doesn’t survive, we kindly request that you bring in a water sample for your aquarium so that we can investigate. 

Please note returns or exchanges for any reason not stated above will be subject for approval by the Management