FAQ

FREQUENTLY ASKED QUESTIONS

ORDERS

How do I set up an account?

To setup an account, click on the ‘My Account’ icon on the top right corner and then clock on ‘Create on here’. You will be requested to fill some information about yourself and provide a valid e-mail address among other fields.

How can I retrieve my login details?

If you forgot your login details, click on ‘My Account’ icon and then select ‘Forgot your password?’. The website will require you to enter your username e-mail and a resent link will be sent to that e-mail address. Please follow the instructions to reset your account password. If you are heaving any other issues with login, please contact Whiskers & Hounds on contact@whiskerdsandhounds.com

Can I order a product that is out of stock?

We usually keep our inventory updated for our clients on the website. If an item is sold out this means we do not have any additional stock of it. If you are keen on this product you can add it to the wishlist or you can contact us on contact@whiskersandhounds.com to inquire about future dates of arrival for the desired product.

Can I add products to my order after payment?

If you wish to add products to your order after check-out, place a new order to the same address and mention in the notes that you would like to add the order with the previous one stating clearly the previous order number. We will try to ship both orders together but this will depend on the processing, dispatch and the time between both orders. For more clarity please call us on +971 50 112 1546 

What payments methods do you accept?

Our website supports secure payment on various cards mentioned in the checkout and billing pages (debit and credit cards). You can also opt to pay cash on delivery. We do not accept other payment methods like bank checks at the moment.

DELIVERY

Do you deliver to other emirates than Dubai?

We currently deliver our products within Dubai and across all other Emirates within the UAE.

When do I know when my order will arrive?

All orders across the UAE will be delivered on the same day or next day. For orders outside Dubai, it will always be next day as our warehouse is currently located in Dubai.

Can I specify delivery times?

We work with a logistics company that fulfills the orders and hence it is hard to specify a certain time of delivery because they have optimized routing in their systems. You can however request a Leave in Front of Door statement upon checkout and we will make sure that the order will be left in front of your door for your convenience.

My delivery did not arrive, what shall I do?

In case your delivery did not arrive on the same day or next day from the date the order was placed, please call us on +971 50 112 1546 and we will support you in tracking your order.

Can I collect my items in the shop?

Yes! We are happy to leave the order ready in the shop but you must specify upon checkout that you do not wish to have a delivery and instead wish to collect item from the shop.

PRODUCTS

The Product I ordered was damaged upon delivery, what to do?

Call +971 50 112 1546 and our customer service will support you for a replacement or refund. You can also send an e-mail to contact@whiskersandhounds.com

I ordered the wrong item, what can I do?

If you ordered the wrong item and do not wish to keep it, please contact us on +971 50 112 1546 or on contact@whiskersandhounds.com and our customer service team will support you. You will be eligible to exchange the product according to our exchange policy (not all products can be exchanged)

ABOUT THE SHOP

Where are you located?

We are located in No.9 Building, El Emreef Street, Dubai Marina. You can access the store from the stairs next to the main building entrance (next to carrefour) or directly from Marina Promenade

What pets do you serve?

We currently offer products for cats and dogs only. We also focus on cats and dogs grooming but our groomers have expertise in grooming other pets. If you have another pets for grooming, please contact us on +971 50 112 1546 and inquire about available services for specific pets

Do you sell pets?

We do not sell pets at our store. We are advocates of animal welfare and we encourage pets adoption from the nearest animal shelters

Can I bring my pet to the shop?

Yes you can bring your pet to our shop and we will take care of them and give them a treat they cannot resist if you let us! You can keep your pet at our shop after the grooming for an hour maximum. We try to accommodate as much as possible but we also try to avoid having many pets as this will stress out some pets.