Frequently Asked Questions

Processing: This means we are currently processing and packing the goodies for your pet. You will receive an email informing you we have received your order. We will send you another email with tracking information when your order is out for shipping.

Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.

Delivered: Your order has arrived!

click “Cancel” or fill out the cancellation form with your name, email, phone number, confirmation number, order number and a reason for the cancellation.

Or you can call us on 0553886603 and our customer service team will assist you with canceling or changing your order.

Shipping is FREE of charge to all areas of KSA for orders of SAR 350 and above. Please note that orders weighing over 15 Kg will still cost SAR 1 for every additional kg.

Our drivers are well trained to deliver your orders safely and professionally.

No need to be there to sign for your order delivery confirmation.

In case your package gets lost, or an item is missing, you can contact our customer service team on 0553886603, provide them with your order details, and a member of the customer service team will do the needful.

Petzone delivers the orders throughout the week from 8 am till 10 pm.

In case of changing your order delivery details, you can contact our customer service on 0553886603 or by WhatsApp.

In case of unavailability of an item you need, Petzone offers a call-back service that will notify you as soon as the requested item is available. Call our customer service on 0553886603 and provide them with your contact details and any information regarding the requested items, then our customer service team will call you back once the product is available.

You can pay in Cash on delivery, by Knet, or by Credit Card.

Items that are non-food can be returned or exchanged within 7 days of purchasing and upon showing the payment receipt.

For more information, please refer to our refund policy page.

We will refund the amount of money through the same method as per the payment option selected by the customer while purchasing. Reward Points and store credit will be refunded as well.

• It takes 10 to 15 business days to refund a canceled order when using the Credit Card Payment Method.
• When using the Knet method, the refund period takes 10 to 15 business days.
• For Reward Points, the refund period is within 24 hours after cancellation.
• Please note that customers will pay return shipping costs if free shipping of purchases exceeds 350 SAR.

For more information, please refer to our refund policy page.

You must be registered to petzone.com to be eligible for our rewards program. Every time you place an order on our website, you will earn reward points. These points will be applied to your next orders as you will receive a part of your purchase amount as a 5% CASHBACK.