Frequently Asked Questions

Once your order is shipped, you will receive an SMS and email with a live tracking link. You can also view real-time status in your Account under 'My Orders'.

Yes, we deliver 7 days a week in Riyadh and major cities. Regional hubs may have limited weekend delivery based on carrier availability.

You can modify your address within 2 hours of placing an order. After that, please contact our support team immediately for assistance.

Access your dashboard, go to 'Consultations', and click the 'Join Video Call' button that appears 5 minutes before your appointment.

While rare, if a vet is delayed, you will be notified via SMS. You can choose to wait or reschedule for free with a 10% discount on your next visit.

Yes, our licensed Saudi vets can issue prescriptions for non-controlled medications which can be fulfilled via our internal pharmacy.

All our raw organic meat is sourced from vetted, ethically-managed farms in the Kingdom of Saudi Arabia, ensuring zero antibiotics and hormones.

Our proprietary thermal packaging maintains a temperature below -18°C for up to 48 hours during transit.

We accept Visa, Mastercard, Apple Pay, Google Pay, and Mada. Cash on delivery is available for orders under 1000 SAR in major cities.

Refunds are processed within 48 hours of return approval. Depending on your bank, it may take 3-5 business days to appear on your statement.

My Pet Points is our exclusive loyalty program designed to reward our most dedicated pet parents! Every time you shop or interact with us, you earn points that can be turned into real savings.

There are many ways to earn! You get 5 points for every 100 SAR spent on the shop. You can also earn 100 points as a one-time bonus for completing your pet profile and 10 points for every verified product review you leave.

Redeeming is easy! During the final payment step of your checkout, simply toggle 'Use My Pet Points'. Your points will be automatically converted to a discount on your total. Remember, 100 Points = 10 SAR.

To keep things fair, My Pet Points are valid for 12 months from the date they were earned. We'll always send you a reminder before they expire so you never miss out on your rewards!