Shipping policy
Wiillow Pets — Shipping Policy
Effective Date: June 1, 2025 Last Updated: May 30, 2026 Applies To: All orders on willowpets.com Contact: support@willowpets.com
1. Overview
At Willow Pets, we process every order with care and deliver across the UAE and internationally. This policy outlines shipping methods, timelines, costs, and everything you need to know from the moment you place your order to the moment it arrives at your door.
2. Order Processing
- Orders are processed within 1–2 business days of payment confirmation
- Orders placed on Friday or public holidays are processed the next business day
- You will receive an email confirmation with a tracking number once your order has been dispatched
- During peak periods (sales, holidays, new launches) processing may take up to 3 business days
Business days: Saturday–Thursday, excluding UAE public holidays
3. Domestic Shipping — UAE
| Shipping Method | Estimated Delivery | Cost |
|---|---|---|
| Standard Delivery | 2–4 business days | AED 20 |
| Express Delivery | Next business day | AED 40 |
| Free Standard Shipping | 2–4 business days | Free on orders over AED 200 |
| Same-Day Delivery (Dubai only) | Same day if ordered before 12:00 PM | AED 60 |
- Deliveries are made Saturday–Thursday, 9:00 AM – 9:00 PM
- A signature may be required for orders above AED 500
- If no one is available to receive the order, our courier will attempt redelivery once or leave it with building reception
4. International Shipping
We currently ship to the following regions:
| Region | Estimated Delivery | Cost |
|---|---|---|
| GCC (Saudi Arabia, Kuwait, Bahrain, Qatar, Oman) | 3–5 business days | AED 45 |
| Europe | 7–12 business days | AED 85 |
| United Kingdom | 7–10 business days | AED 85 |
| United States & Canada | 10–14 business days | AED 95 |
| Rest of World | 10–18 business days | AED 110 |
- International orders over AED 800 qualify for free standard international shipping
- Delivery times are estimates and may vary due to customs processing, local holidays, or courier delays
- Willow Pets is not responsible for delays caused by customs authorities
5. Customs, Duties & Taxes
- For UAE domestic orders, all prices include VAT at 5%
- For international orders, customs duties and import taxes may apply depending on your country
- These charges are the sole responsibility of the customer and are not included in our shipping fees
- Willow Pets is not responsible for packages held or rejected by customs
We recommend checking your country's import regulations before placing an international order.
6. Order Tracking
- Once your order ships, you will receive a tracking number via email and/or WhatsApp
- You can track your order at willowpets.com/track or through the courier's website
- Allow up to 24 hours for tracking information to become active after dispatch
7. Failed Delivery & Returned Packages
If a delivery attempt fails due to an incorrect address, unavailability, or refusal to accept:
- The courier will attempt redelivery once
- If the second attempt also fails, the package will be returned to Willow Pets
- You will be contacted to arrange redelivery — a second shipping fee may apply
- If the package is returned due to an incorrect address provided by the customer, reshipping costs are the customer's responsibility
8. Lost or Stolen Packages
- If your tracking shows "delivered" but you have not received your package, contact us within 48 hours
- We will open an investigation with the courier on your behalf
- Investigations typically take 3–5 business days
- If the package is confirmed lost, we will offer a replacement or full refund
- Willow Pets is not responsible for packages stolen after confirmed delivery
9. Damaged in Transit
If your order arrives damaged:
- Take photos of the outer packaging and the damaged item immediately
- Contact us at support@willowpets.com within 48 hours of delivery
- Include your order number and photos
- We will arrange a replacement or refund at no cost to you
10. Shipping Restrictions
We currently do not ship to:
- PO Boxes or hotel addresses (UAE domestic orders only — a physical address is required)
- Countries under international trade sanctions
- Any destination where the sale or import of pet accessories is restricted by local law
11. Contact Us
For any shipping-related questions or concerns:
- Email: support@wiillowpets.com
- Hours: Saturday–Thursday, 9:00 AM – 6:00 PM (GST)
- Website: wiillowpets.com/shipping
Willow Pets — Care. Love. Companionship.