Shipping policy

Shipping Policy

At Sawa Pets, we know you and your pet can't wait to unbox something special. We work hard to get your order to your door quickly, safely, and with care. Here's everything you need to know about how we ship.

1. Order Processing

  • Orders are processed within [1–2] business days after payment is confirmed.
  • Orders placed on weekends or public holidays are processed on the next business day.
  • You'll receive a confirmation email with tracking details once your order ships.

2. Where We Ship

We currently deliver across all seven Emirates of the UAE:

  • Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah.

 

3. Delivery Times

  • Within the UAE: estimated [1–3] business days after dispatch.
  • Deliveries to remote or rural areas may take [1–2] additional days.

Delivery times are estimates and may vary due to courier schedules, location, and order volume. They are not guaranteed.

4. Shipping Rates

  • A flat shipping fee of [AED 0] applies per order.
  • Enjoy FREE shipping on all orders over [AED 150].
  • Final shipping costs are calculated and shown at checkout before you pay.

5. Cash on Delivery (COD)

  • Cash on Delivery is available across the UAE.
  • A COD handling fee of [AED0] may apply and will be shown at checkout.
  • Please have the exact amount ready for the delivery driver.

6. Order Tracking

  • Once your order is dispatched, you'll receive a tracking number by email or SMS.
  • You can track your shipment directly through our courier partner, [courier name / tracking link].

If you haven't received tracking details within [2] business days of ordering, please contact us.

7. Shipping Delays

While we do our best to deliver on time, Sawa Pets is not responsible for delays caused by circumstances outside our control, including:

  • Courier or logistics delays
  • Customs clearance (for international orders)
  • Severe weather conditions
  • Peak periods such as Eid, national holidays, or major sale events
  • Incorrect or incomplete delivery information

We'll always keep you updated if we're aware of a delay affecting your order.

8. Incorrect Address & Failed Delivery

  • Please make sure your delivery address and contact number are accurate at checkout.
  • Our courier will attempt delivery [2–3] times. If delivery fails due to an incorrect address or unavailability, a re-delivery fee of [AED 0] may apply.
  • If an order is returned to us due to a failed delivery, we'll contact you to arrange re-shipping or a refund (minus shipping costs).

9. Damaged or Lost Shipments

  • If your order arrives damaged, please 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 informed until it's resolved.

10. International Shipping & Customs

(Applies only if international/GCC shipping is enabled.)

  • The customer is responsible for any customs duties, import taxes, or fees charged by the destination country.
  • These charges are not included in your order total and are determined by local authorities.
  • International delivery times vary by destination and customs processing.

11. Contact Us

Questions about your shipment? We're here to help:

  • Email: [info@sawapets.com]
  • Business hours: [Sun–Thu, 9 AM – 6 PM GST]

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 regarding delivery and supplier obligations. Last updated: [Month Year].