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Customer Service

Help With My Orders:

Where is My Order?
Your order will be delivered by the expected date specified on your order. The expected delivery date is the date on or before which you can reasonably expect the item to arrive at your preferred shipping address.
You'll see an expected delivery date for each item.
* Note: If your order however has not arrived on or before the expected delivery date at your preferred shipping address, please get in touch with Customer Service team for further assistance.


Received Item:

1- Missing Items from My Order:
If you have received an incomplete product or order with missing items or quantity, please thoroughly check the delivery package for the missing item or product or part product. If still not found, you can return the affected product(s) for a refund, using the following process:
1. Log in to your Petsprof.com account using your registered email address and password.
2. Click on your name displayed on the top right-hand corner of the page.
3. Click On My Order from the drop-down menu.
4. Locate the item you want to return.
5. Click on RETURN AN ITEM against the item you want to return.
6. Select the checkbox corresponding to the item you wish to return, choose the reason for the return as Received missing accessories or parts from the drop-down menu and add notes in the box stating explicitly which parts or part is missing.
7. Click Complete Return.
* Note: Ensure to provide as much information as possible before completing the return as the product you return will be assessed and validated for refund, before it is accepted for a refund. If the stated issue is not found in the product you return, the product will be sent back to you and your claim for a refund will be rejected.

2- I Got a Counterfeit Item:
If you believe you have received a counterfeit product, subject to return (in accordance with Petsprof.com’s returns policy) of the affected product to us within 14 days of its delivery and satisfaction of our assessment and validation process, you will be entitled to receive a full refund of the price paid for the product, along with any shipping fees applied.
If the 14-days return window has expired, please contact our Customer Service for assistance.
* Note: All items which are returned will be assessed and validated before they are accepted for a refund. If the stated issue is not found in the product you return, or if you return a product otherwise not eligible for a refund as listed in Petsprof.com’s return policy, the product will be sent back to you and your claim for a refund will be rejected.

3- I Got a Used, Not as Described or Poor Quality Item:
If you have received a product in used condition, not as described on the Petsprof.com website or which is of poor quality, you can request to return the product for a refund within 14 days of its delivery, following the steps mentioned below:
1. Log in to your Petsprof.com account using your registered email address and password.
2. Click on your name displayed on the top right-hand corner of the page.
3. Click on My Orders from the drop down menu.
4. Locate the order you want to return.
5. Click on Return Item against the item you want to return.
6. Select the checkbox against the item you wish to return and choose one of the following reasons for return from the drop-down menu:
      • Received used or package already open, not as new for used item.
      • Not as described, different from picture or description for not as described item.
      • I did not like the item and I do not want it anymore for poor quality item.
7. Add notes in the box stating details about the reason for return and click on Complete Return.
* Note: Ensure to provide as much information as possible before completing the return as the product you return will be assessed and validated, before it is accepted for a refund. If the stated issue is not found in the product you returned, the item will be sent back to you and your claim for a refund will be rejected.

4- I Received a Damaged or a Defective Item:
If you have received a product in damaged or defective condition, you can request to return the product for a refund within 14 days of its delivery by following the steps mentioned below:
1. Log in to your Petsprof.com account using your registered email address and password
2. Click on your name displayed on the top right-hand corner of the page
3. Click On My Orders from the drop down menu
4. Locate the order and product you want to return
5. Click on Return Item against the product you want to return.
6. Select the checkbox against the product you wish to return, choose the reason for the return, such as Item defective, not functioning as expected, not working, Received broken/torn from the drop-down menu, add notes in the box stating providing more details about the reason for the return and click on Complete Return.Note: Ensure to provide as much information as possible before completing the return as the product you return will be assessed and validated before it is accepted for a refund. If the stated issue is not found in the product you return, the product will be sent back to you and your claim for a refund will be rejected.

5- Cancelling an Order:
You can cancel your order/item only before it enters the shipping phase. The option to cancel an order/item will cease to appear when the shipment has entered the shipping phase.
To cancel an item/order:
1. Log in to your Petsprof.com account using your registered email address and password.
2. Click on your name displayed on the top right-hand corner of the page.
3. Click on My Orders.
4. Locate the item you wish to cancel.
5. Click on I No Longer Want This Item against the item you wish to cancel.
6. Select the desired reason for cancellation of the order/item from drop-down menu.
7. Click on Complete Cancellation to complete the cancellation request.
* Note: For purchases made with a credit card, the amount will be refunded to the same card within 5 to 7 working days after successful cancellation of the order.

6- Placing Order on Petsprof.com:
To place an order:
1. Log in to your Petsprof.com account using your registered email address and password.
2. Search for the product you want to purchase.
3. Check the product details, images, specifications, videos, and customer reviews. Choose the item and click on Add to Cart.
4. Review the product details and click on Proceed to Checkout.
5. Fill in your shipping address.
6. Review the address, shipping services selected and delivery period.
7. Select the payment method and complete your purchase by clicking on Place Order.
8. You will be provided with an order number along with an order tracking link for you to track your order.

7- I was charged extra shipping charges:
Petsprof.com does not charge customers any extra shipping charges. All applicable charges are mentioned in the invoice. Please make sure to check the item price plus the shipping charges at the checkout page before completing your purchase.
If the courier representative demands or has charged you more than the amount mentioned on your order invoice, please contact Customer Service immediately for assistance.


About Shipping and Delivery:

We deliver all across the country.
Shipping fees depend on the total quantity of items, weight and shipping speed selected. Therefore, there are no flat shipping charges. The best way to find out the shipping charge applicable to your order is to try placing an order. The last page of the checkout process will provide you with the exact shipping cost. An additional amount of EGP10 will be charged per shipment if you choose to pay using the Cash on Delivery payment method for your order.
To determine the applicable shipping rate for items in your Shopping Cart:
1. Select Proceed to Checkout.
2. Select or add your shipping address.
3. Select Continue.
4. Select a payment method.
* Note: The total shipping cost & cash on delivery fees (if applicable) will be listed under the Order Summary displayed on the right-hand side of the page.

Tracking Your Shipment:

Tracking your shipment is very easy on Petsprof.com. You can use the link sent to you via SMS on your registered mobile phone number or on your registered email address to track where your order currently is. Additionally, you can also login to your Petsprof.com account to track your orders as follows:
1. Log in to Petsprof.com account using your registered email address and password.
2. Click on your name displayed on the top right-hand corner of the page.
3. Click on My Order from the drop down menu.
4. The screen will show you the orders placed already.
5. Locate your order on the screen.
6.Click on Track Shipment against the shipment you want to know the status of.


Returns and Refunds:

1- About Warranty Repairs:
Not all items available on Petsprof.com are covered by warranty. If applicable, warranty related information would be displayed against Seller Note on the product details page.
Returning a Product
To return a product you have purchased:
1. Log in to your Petsprof.com account using your registered email address and password.
2. Click on your name displayed on the top right-hand corner of the page.
3. Click on My Orders from the drop-down menu.
4. Locate the order you want to return.
5. Click on Return Item against the product you want to return.
6. Select the checkbox against the product you wish to return, choose the reason for the return from drop-down menu, and add notes in the box stating the reason for the return and click on Complete Return.
* Note: Ensure to provide as much information as possible before completing the return as the product you return will be assessed and validated for a refund, before it is accepted for a refund. If the stated issue is not found in the product you return, the product will be sent back to you and your claim for a refund will be rejected.

2- How will I Get My Refund?
Your method of refund depends on the payment method you used when you purchased the item:
1. For credit card purchases, the payment will be refunded back to the same credit card used.
2. For cash on delivery purchases, the customer is eligible for cash refund within 10 days and after the 10 days if the customer was unreachable the money will be refund via voucher and the customer can’t request to take it in cash anymore

3- Cancelling Return Request:
If, following your request to return an item, you change your mind and wish to cancel your return request, You can call our Customer Support and we will instruct the courier to terminate the collection from you and reverse the status of your order.


My Account:

1- Managing Shipping Addresses:
You can manage your shipping addresses easily from your Petsprof.com account. To add a
new shipping address or update an existing one, follow the following steps:
1. Log in to your Petsprof.com account using your registered email address and password.
2. Click on your name displayed on the top right-hand corner of the page.
3. Click on the My Addresses option from the drop-down menu.

2- SHIPPING ADDRESS
1. To add a new shipping address, click on Create A New Address, pin the location by entering the delivery area in the Map Location field and select the closest location from the displayed options, fill in the remaining fields manually and click Save
2. To update an existing shipping address, click on Edit against the address, update the desired information and click Save
Note: When a new mobile phone number is added to your account while creating a new shipping address or editing an address, you will be prompted to send a verification SMS to the new mobile phone number. To verify the mobile phone number, click on Send Verification SMS, enter the verification code received and click Verify.