Shipping policy
Last Updated: April 24, 2026
At Pet Refined®, we aim to process and deliver your orders with care, accuracy, and efficiency. This Shipping Policy explains how we handle order processing, delivery, shipping charges, delays, and related shipping matters.
Order Processing
Once your order is placed successfully, you will receive an order confirmation by email.
Orders are usually processed after payment confirmation. Processing times may vary depending on product availability, order volume, public holidays, or operational requirements.
Please ensure that your shipping address, contact number, and email address are correct at the time of checkout. Pet Refined® is not responsible for delays or failed deliveries caused by incorrect or incomplete customer information.
Shipping and Delivery
We deliver orders to the shipping address provided during checkout.
Estimated delivery times may vary depending on your location, courier availability, order volume, and other factors outside our control. Any delivery timeline provided is an estimate only and is not guaranteed.
Once your order has been handed over to the courier or delivery partner, we will provide tracking details where available.
Shipping Charges
Shipping charges, if applicable, will be displayed at checkout before you complete your purchase.
Shipping fees may vary depending on delivery location, order size, order weight, courier service, and promotional offers.
Any customs duties, import fees, taxes, or additional charges required by the destination country, where applicable, are the responsibility of the customer unless stated otherwise.
Delivery Address and Contact Details
Customers are responsible for providing complete and accurate delivery information.
This includes:
- Full name
- Delivery address
- Phone number
- Email address
- Any special delivery instructions, where applicable
If the courier is unable to deliver due to incorrect address details, missing contact information, customer unavailability, or refusal to accept the parcel, additional delivery charges may apply.
Delivery Delays
While we make every effort to deliver orders within the estimated timeframe, delays may occur due to:
- Courier or logistics delays
- Public holidays
- Weather conditions
- High order volume
- Customs or regulatory checks, where applicable
- Incorrect or incomplete delivery details
- Events beyond our reasonable control
Pet Refined® is not liable for delays caused by courier partners, customs authorities, or circumstances outside our control.
Failed Delivery or Returned Parcels
If a parcel is returned to us due to incorrect address details, failed delivery attempts, customer unavailability, or refusal to accept delivery, we may contact you to arrange reshipment.
Additional shipping or handling charges may apply for resending the order.
If the customer chooses not to reship the order, any refund will be handled in accordance with our Refund & Return Policy, excluding any non-refundable shipping or handling fees where applicable.
Damaged, Missing, or Incorrect Orders
Please inspect your parcel as soon as you receive it.
If your order arrives damaged, leaking, incomplete, or incorrect, please contact us immediately at:
Please include your order number, photos of the parcel and product, and a clear explanation of the issue so we can review and assist you.
Risk of Loss
Risk of loss or damage may pass to the customer once the order has been delivered to the shipping address provided or handed over to the courier, subject to applicable consumer protection laws.
Changes to Shipping Policy
We may update this Shipping Policy from time to time to reflect changes in our delivery process, courier arrangements, service areas, or legal requirements.
The latest version will always be available on our website.
Contact Information
For shipping-related questions, please contact us:
Trade Name: Bonus Gulf FZE
Brand: Pet Refined®
Phone Number: +971 4 881 3277
Email: hello@petrefined.com
Physical Address: Block B, Office – B55-019, SRTI Park, Sharjah, United Arab Emirates
VAT Number: 105380312600003
Trade Number: 10949