Shipping policy

At Sawa Pets, we know you and your pet can't wait to unbox something special. Here's exactly how we get your order to your door, quickly and with care.

1. Order Processing

  • Orders are packed and dispatched within 1 business day.
  • Orders placed on public holidays are dispatched on the next business day.
  • You'll receive your order confirmation on WhatsApp (and by email if you shared one).

2. Where We Deliver

We deliver across all seven Emirates of the UAE: Abu Dhabi (including Al Ain), Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah.

3. Delivery Times

  • Most orders arrive within 1–3 business days after dispatch.
  • Remote areas may take 1–2 extra days.

Delivery times are estimates and may vary with courier schedules, location and order volume.

4. Shipping Rates

  • Orders under AED 150: flat AED 20 delivery fee.
  • Orders of AED 150 or more: FREE delivery.
  • The delivery fee is always shown before you confirm your order.

5. Cash on Delivery (COD)

  • Pay in cash when your order arrives, anywhere in the UAE.
  • No extra COD fee.
  • Please keep the exact amount ready for the driver.
  • Our courier may call you before delivery, so please keep your phone reachable.

6. Order Updates

  • We'll message you on WhatsApp when your order is on its way.
  • If your order hasn't arrived within 3 business days of dispatch, contact us and we'll check with the courier right away.

7. Shipping Delays

We always do our best to deliver on time, but some delays are outside our control, including:

  • Courier or logistics delays
  • Severe weather conditions
  • Peak periods such as Eid, national holidays or major sale events
  • Incorrect or incomplete delivery details

If we know about a delay affecting your order, we'll let you know.

8. Incorrect Address & Failed Delivery

  • Please make sure your delivery address and phone number are correct when you place your order.
  • If the courier can't reach you, we'll contact you to arrange a new delivery time.

9. Damaged or Lost Shipments

  • If your order arrives damaged, contact us within 48 hours of delivery with photos. See our Return & Refund Policy for how we handle this.
  • If a shipment appears lost in transit, we'll open an investigation with the courier and keep you updated until it's resolved.

10. Contact Us

Questions about your delivery? Email us at info@sawapets.com or tap Chat on our website.

Because every moment matters, and we want yours to start the moment your order arrives.

This policy is provided in line with the UAE Consumer Protection Law (Federal Law No. 15 of 2020) and its Executive Regulations. Last updated: September 2026.