FAQs

No, we currently ship only within the United Arab Emirates (UAE). We do not offer international shipping at this time.

Orders typically arrive within 2-4 business days within the UAE. You will receive a tracking number as soon as your order ships.

Yes! We offer free shipping on all orders within the UAE — no minimum order value required.

PetsPoko does not hold physical inventory. We source products from Amazon.ae, and use AutoDS as our order fulfillment platform to process and ship your order directly to you.

We accept secure online payments through our supported payment partners. All transactions are encrypted and safe.

Yes! Once your order ships, tracking information is automatically synced through AutoDS (our fulfillment platform, sourcing from Amazon.ae) and sent to your email. You can also check status anytime on our Track Order page.

Please contact us within 2 days of delivery if there is an issue with your order such as a damaged, defective, or incorrect item. We will work with you to arrange a replacement or refund.

Email us at support@petspoko.store or use the Contact Us page. We typically respond within 24-48 hours.

Yes. If your item arrives damaged, defective, or incorrect, contact us within 2 days of delivery with photos and we will coordinate with our supplier to arrange a refund or replacement.

Your order is sourced from Amazon.ae and processed through AutoDS, our order automation platform, ensuring accurate and reliable delivery within the UAE.

Yes! Our website has a 24/7 live chat assistant available to instantly help you with order status, shipping details, and common questions. For anything more detailed, our support team is also available at support@petspoko.store.

If you need to cancel your order, please contact us at support@petspoko.store within 12 hours of placing it. Once the order has been processed, cancellation may not be possible.

No, items must be unused and unopened in their original packaging to be eligible for a return or refund. For hygiene and safety reasons, we do not accept returns on used or opened products, except in cases where the item arrived damaged, defective, or incorrect.

No. All orders within the UAE are fulfilled locally, so no customs fees apply.

Occasional delays may occur due to carrier or supplier issues beyond our control. We will keep you updated, and you can always reach out to us at support@petspoko.store for the latest status.

We reserve the right to refuse or cancel any order for reasons including product unavailability, errors in pricing, or suspected fraudulent activity. Availability is subject to our supplier's stock levels.

Customers are responsible for return shipping costs unless the item arrived damaged or defective, in which case we will arrange this at no extra cost to you.

Once your return is reviewed and approved, refunds are processed within 5-7 business days to your original payment method.

Yes. We use secure, encrypted payment processing, and your information is handled in accordance with our Privacy Policy. We only share necessary data with trusted partners (like Shopify, our supplier, and payment processors) to fulfill your order.

All content on our website, including logos, text, graphics, images, and product descriptions, is the property of PetsPoko and may not be copied or reused without prior written permission.

Our terms and policies are governed by the laws of the United Arab Emirates.