Terms And Conditions

Prescription Item

Prescription items are available only for clients where the pet has had a consultation with one of our partnered vets and has purchased the required item within the past 6 months. If you are unable to purchase your prescription, it may be time for a consultation to see if the prescribed product is still right for your pet. Contact us on 800-35663 to book an appointment with your vet.
If an item in your order is a prescription item, it will go through an approval process by our team to ensure that the prescription is valid for your pet. If the prescription is rejected, we will refund your order 100%. These prescription orders are valid for clients with a valid prescription from one of our partnered vets. Floof reserves the right to cancel your order for any reason. Prescriptions may take up to 12 hours to approve and your order will be delivered following the approval.

Cancellation Policy

If you wish to cancel your order, please contact our support team as soon as possible on 800-35663 or customercare@floof.ae. If your order has not yet been dispatched, we will process a refund for your order which can take up to 7 working days* to reflect in your account. Alternatively, we can apply an instant credit to your Floof account which can be used for future orders or services. If your order has already been dispatched, we can no longer process a refund and it will be delivered by our logistics partner, in this case, please refer to our returns policy.
*May vary depending on your bank

Customer Service Contact

Our team are available to assist you from 7am – 10:45pm, 7 days a week. Please call 800-35663 or email us atcustomercare@floof.ae . We are here to help!

Delivery Schedule

For free, same day delivery in Dubai, complete your order before 9am with a minimum order value of AED 100. Orders completed after 9am will be delivered next day.
For Abu Dhabi, Sharjah & Ajman, all orders will be delivered next day for free if the value is over AED 100.
For RAK, UAQ and Fujairah, we deliver twice per week for free if the order is above AED 100. Our logistics partner will schedule the exact day with you.
All Emirates, orders below AED 100, a delivery fee of AED 20 will be added to your order.
We also offer 4hr express delivery exclusively for Dubai locations at a fee of AED 20. If eligible and you have opted for express delivery, the fee will be added to your order and is in addition to any other shipping fees that may occur. Express delivery is only available for Dubai shipping locations if the order if completed before 4pm. If we are unable to have your order delivered within the expected 4hr time slot, we will refund the express fee. It may take up to 7 days to reflect in your account and may vary depending on your bank.

Delivery Policy

Your order will be carefully delivered with our logistics partner. Please check your shipping address is correct and complete at the time of placing your order to ensure our partner can deliver your order within the expected delivery time. If one of the items is unavailable at the time of preparing your order, we will notify you using the contact details you provided on your order and this may cause a delay in your receiving your complete order.

Payment Terms

Currently we are only accepting card payments online at the time of placing your order. Cash or card payment on delivery is not available. Once you have completed your selection and confirmed your shipping details, you will be transferred to a payment site to complete the transaction.
In case of any payment failure, you will need to contact us on 800-35663 or customercare@floof.ae so we can try and help by sending a payment link via WhatsApp. Your order will not be confirmed or processed until payment is completed.

Return Policy

If you would like to return an item, please notify us within 14 days from your order date to customercare@floof.ae or call us on 800-35663 and state the order number and product you would like to return with the reason for return. If eligible, we will process a credit to your Floof account.

Please note that we are unable to accept returns for: