Shipping policy
Shipping and Returns Policy
Order Processing
All orders are processed within one (1) to two (2) business days upon receipt of your order confirmation email. You will receive an additional notification once your order has been shipped.
Shipping Rates and Delivery
Shipping charges applicable to your order will be calculated and displayed at checkout, based on your location. Delivery times may vary depending on destination and courier service availability.
| Region | Order Value | Shipping Fee | Delivery Time |
|---|---|---|---|
| Cairo and Giza | below EGP 350 | EGP 79 | 1–2 business days |
| Cairo and Giza | Above EGP 350 | EGP 65 | 1–2 business days |
| Cairo and Giza | Above 850 LE | EGP 19 | 1–2 business days |
| Alexandria (City Center) | Below EGP 350 | EGP 49 | Within 1 business day |
| Alexandria (City Center) | Above EGP 350 | EGP 35 |
Within 1 business day |
| Alexandria (City Center ) | 850 LE or more | EGP 15 |
Within 1 business day |
| Alexandria (Suburban Areas) | below 850 LE | EGP 85 | Within 1 - 2 business day |
| Alexandria (Suburban Areas) | EGP 850 or more | EGP 15 | Within 1 -2 business day |
| Delta, Qalyubia, and Canal Cities | All orders | EGP 92 | 1–3 business days |
| Upper Egypt (South), North Coast, Matrouh, Red Sea | EGP 0 – 1,000 | EGP 155 | 1–3 business days (Matrouh & South Sinai: 2–4 business days) |
| Upper Egypt (South), North Coast, Matrouh, Red Sea | Above EGP 1,000 | EGP 155 | 1–3 business days (Matrouh & South Sinai: 2–4 business days) |
| Upper Egypt (North) | EGP 0 – 1,000 | EGP 92 | 1–3 business days |
| Upper Egypt (North) | Above EGP 1,000 | EGP 92 | 1–3 business days |
| Sinai and New Valley | EGP 0 – 1,000 | EGP 155 | 2–4 business days |
| Sinai and New Valley | Above EGP 1,000 | EGP 155 | 2–4 business days |
Alexandria (Suburban Areas include): Abu Qir, Agami, Kilo 21, El Maks, Ameriya, Hanoville, Kreer, King Mariout, Borg El Arab, El Wardian, El Qabbary, Abu Youssef, El Bitash, Abdel Kader, Margham, Abisat.
Note: Shipping rates apply to packages weighing up to 37 kg. Heavier shipments are subject to different charges, which will be calculated accordingly.
Our company have the right to cancel any order weighed more than 37 kg.
Local Pickup Option
Customers may choose free local pickup at our location in Alexandria – Soyouf. Once your order is placed and "Local Pickup" is selected at checkout, it will be prepared and ready for collection within one (1) to four (4) hours. You will receive an email notification when your order is ready, along with detailed pickup instructions.
Returns and Refunds
We accept returns within fourteen (14) days from the date of delivery, provided that the item is unused, undamaged, and in its original packaging. Upon approval of your return, a full refund will be issued excluding the return shipping costs.
Damaged or Defective Items
If your order arrives in a damaged or defective condition, please contact us immediately at info@petfriendstores.com, including your order number and clear photographs showing the item’s condition. Each case will be reviewed individually, and we will make every effort to achieve a fair and satisfactory resolution.
COD orders shipping eligibility
All customers eligible for cash on delivery payment except customers with previous history of order refusing to deliver for no logical reason or if just the customer has changed his mind or has no need of the order, and our company has the right to cancel any order with COD payment way if our team suspect it is a fraud order.
Customer Support
For any further inquiries or assistance, please do not hesitate to contact us at info@petfriendstores.com. Our support team will be pleased to assist you.