Shipping policy

SHIPPING POLICY:

We ship all our orders from our warehouse in New Delhi, India. Please allow upto 5-15 days for delivery to UAE.

*Please note that Saturdays, Sundays, and Public Holidays are not set as working days for standard deliveries.

Orders to the UAE are shipped on a Delivered at Place (DAP) basis. The price displayed on our website includes the cost of shipping the order to the UAE. UAE customs duties, import VAT and other applicable import charges are not included in the displayed product price.

Please allow approximately 5–15 working days for delivery to the UAE.

Your order will be delivered to the shipping address provided at checkout and may require a signature on delivery.

UAE CUSTOMS DUTIES, IMPORT TAXES & OTHER CHARGES

As our products are manufactured and shipped from India, orders delivered to the UAE are international imports.

UAE customs authorities may levy customs duties, import VAT and/or other applicable charges on your shipment. These charges are determined by the relevant UAE authorities and/or shipping agency and are outside PoochMate's control.

Any such charges are over and above the product price displayed on our website and are payable directly by the customer/recipient to the shipping agency or relevant authority, where applicable.

PoochMate does not determine, collect or control the amount of any UAE customs duties, import taxes or other government-imposed charges.

REFUSAL OR FAILURE TO PAY IMPORT CHARGES

If a customer refuses or fails to pay applicable UAE customs duties, import VAT or other charges and delivery consequently cannot be completed, the shipment may be held or returned to PoochMate in India.

Refusal or failure to pay applicable import charges will be treated as a failure to accept delivery and not as a product return.

Any refund, where applicable, will be processed in accordance with our Return & Exchange Policy and may be reduced by any non-recoverable shipping, return shipping, customs, clearance, storage, handling or other costs incurred by PoochMate as a result of the undelivered or returned shipment.

TRACKING AND DELIVERY:

Once your order has been shipped, the tracking number and details of the shipping agency will be shared with you by email.

Orders can be tracked using the consignment/tracking number provided by the shipping partner.

Our delivery partners will generally attempt delivery up to three (3) times before the shipment may be returned to the sender.

If a shipment is returned to PoochMate because the recipient was unavailable, refused delivery, failed to pay applicable import charges or failed to complete required customs/import formalities, the applicable provisions of our Return & Exchange Policy will apply.

SHIPPING ADDRESS

Please ensure that your complete and accurate shipping address, including a valid mobile number, is provided at checkout.

PoochMate is not responsible for failed delivery resulting from incorrect or incomplete shipping information provided by the customer.

IMPORTANT — UAE ORDERS

By placing an order for delivery to the UAE, the customer acknowledges that:

  • the products are manufactured and shipped from India;
  • the order is an international shipment;
  • the product price displayed on our website includes shipping to the UAE;
  • UAE customs duties, import VAT and/or other applicable government charges are not included in the product price;
  • such charges, where applicable, are determined by UAE authorities and/or the shipping agency; and
  • any applicable import charges are the responsibility of the customer/recipient.