Terms & Conditions


All product prices are in AED and inclusive of shipping unless mentioned. We are currently delivering in the UAE, UK and Singapore only.


All orders will be shipped from our warehouse in New Delhi, India. We use DHL & other partners to deliver. Please allow 3-5 days for delivery.

Shipping costs are calculated based on cumulative weight of entire order and varies according to the delivery location and have been in-built in product prices. Should there be an incident where the shipping cost is exceptionally high, we will get in touch with you before dispatching your order.

In the event that a non-delivery occurs on account of a mistake by you (i.e. wrong name, address or contact number ) any extra cost towards re-delivery shall be claimed by the user placing the order.

Shipment/delivery time, of the order processing starts from the day of receipt of the payment confirmed against the order placed with PoochMate. The shipment /delivery time is an approximate time mentioned by the courier company against each product.

PoochMate shall not be liable for any delay / non-delivery of purchased goods by flood, fire, wars, acts of God or any cause that is beyond the control of PoochMate. We use DHL, Aramex, FedEx and other similar courier companies to ship our orders.

All Duties and taxes if applicable shall be borne by the customer.



We recommend you measure your pet before making any purchases that need body measurements to be exact. Please refer to our Size Guide to take the right decision in regards to size.

If you have any questions, please feel free to contact us at woof@poochmate.com. We may not be able to accept exchanges on any products due to an incorrect size ordered by you.

We take every step to ensure all information needed for you to make an informed purchase is available on our website, however, in case you feel you need additional information before making a purchase for apparel, collars & harnesses, shoes and other accessories that need to be measured, please do not hesitate in contacting us.

PoochMate accepts exchange or return only for products that have been hampered or damaged during transit OR in cases where a different product has been received from the one ordered.

Any product that has been hampered or damaged during transit MUST be notified by email within 48 hours of the product being delivered. We will investigate the damage from our end and offer to replace the merchandise or issue a credit note depending on case to case basis.




After having placed an order, customers may cancel the order only in case we have not dispatched the order from our warehouse. We do not accept any cancellations once the product has been dispatched.

In case a cancellation request is accepted by us, we will offer a credit note for the order amount, which can be used for purchasing any product of the same or higher value from our website. In case where the exchange product value is higher than the original paid amount, customers will be liable to pay the remainder.

Cancellations by us :

PoochMate has a right to cancel or refuse the order for any reason. Some situations that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information.

We may also require additional verification or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order.

If your order is cancelled after your credit card has been charged, the said amount will be reversed back in your Card Account.




PoochMate is committed to protecting all the information you share with us.

Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your information in accordance with our website.

What personal information do we collect from the people that visit our blog, website or app?

When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number or other details to help you with your experience.

When do we collect information?

We collect information from you when you place an order or enter information on our site.

How do we use your information?

We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, browse the website, or use certain other site features to quickly process your transactions.

We may also use your email address to send regular information to help you keep up to date with our new offerings, promotions and shopping offers. You may choose to unsubscribe from our mailing list at any point.

How do we protect visitor information?

Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential.

We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information.

All transactions are processed through a gateway provider and are not stored or processed on our servers. We have no access to your credit card details.

Do we use ‘cookies’?

Yes. Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the site’s or service provider’s systems to recognize your browser and capture and remember certain information.

For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services.

We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We use cookies to:

  • Help remember and process the items in the shopping cart.
  • Compile aggregate data about site traffic and site interactions in order to offer better site experiences and tools in the future.
  • We may also use trusted third party services that track this information on our behalf.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies.

You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser’s Help menu to learn the correct way to modify your cookies.

If you disable cookies off, some features will be disabled. It won’t affect the user experience, that make your site experience more efficient and some of our services will not function properly.

However, you can still place orders.

Third Party Disclosure:

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information.

This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential.

We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property, or safety.

However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Exceptions We may be required by law to disclose your information.

Changes in policy:

You acknowledge that this Privacy Policy is part of the Terms of Use and you unconditionally agree that using this Website signifies your consent to PoochMate Privacy Policy.

If you do not agree with this Privacy Policy, please do not use our Website. Your visit and any dispute over privacy is subject to this policy and our Terms of Use.

PoochMate reserves the right to change the terms of use and this Privacy Policy, at any time.

We will post any changes so that you are always aware of our policy. Unless stated otherwise, our current Privacy Policy applies to all information that we have about you and your account.

However, we will never amend our commitment of keeping your personal information secure.

Contacting Us

If there are any questions regarding this privacy policy you may contact us using the information below.



F-213/A, Ground Floor, Old MB Road,

Lado Sarai, New Delhi, India - 110030