Shipping & Returns

Shipping Policy

Delivery Areas

We currently ship to all emirates across the UAE, including Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain.

Shipping Rates

Order Processing

Orders placed before 2:00 PM (GST) on business days are processed the same day. Orders placed after 2:00 PM or on weekends and public holidays will be processed the next business day.

Once your order is dispatched, you will receive a confirmation email with tracking details so you can follow your parcel every step of the way.

Delivery Timeframes

We work with trusted courier partners to ensure your pet's treats arrive promptly:

• Dubai: 1–2 business days
• Abu Dhabi & Sharjah: 1–3 business days
• Other Emirates: 2–4 business days

Please note that delivery times are estimates and may be affected by high-demand periods, public holidays, or circumstances beyond our control.

Order Tracking

As soon as your order ships, we'll send you a tracking link via email. You can use this to monitor your delivery in real time. If you haven't received your tracking information within 24 hours of placing your order, please reach out to us at heypuprazy@gmail.com.

Returns & Refunds Policy

At Puprazy, we take great pride in the quality of our products. All our treats are made with 100% natural ingredients, carefully sourced and quality-checked before they reach you. However, we understand that sometimes things don't go as planned — and we're here to make it right.

Eligibility for Returns

We accept returns within 7 days of delivery, provided the following conditions are met:

• The product is unopened and in its original packaging
• The item has not been used or tampered with
• The return is initiated within 7 days of the delivery date

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

• Your order number
• A clear photo of the item and packaging
• A brief description of the issue

We will arrange a replacement or full refund at no extra cost to you.

How to Initiate a Return

1. Email us at heypuprazy@gmail.com or WhatsApp us at +971 58 244 7867
2. Include your order number and reason for return
3. Our team will respond within 1–2 business days with return instructions
4. Once we receive and inspect the item, your refund will be processed within 5–7 business days

Refunds

Approved refunds are credited back to your original payment method. Please allow 5–7 business days for the amount to reflect in your account, depending on your bank or card provider.

Shipping charges are non-refundable unless the return is due to an error on our part (wrong or damaged item).

Exchanges

We currently do not offer direct exchanges. If you'd like a different product, please return the eligible item for a refund and place a new order.