Help centre
Frequently asked. Plainly answered.
If you do not find what you are looking for here, hit the contact button below and we will get back to you fast.
Authentic Products
Are your products authentic?
Yes. All our products are 100% authentic and sourced directly from official manufacturers. They are produced in facilities certified under international standards such as ISO, HACCP, and BRC, and comply with FEDIAF (European Pet Food Industry Federation) nutritional guidelines. Each batch undergoes strict quality and safety control before release.
How do you ensure product quality?
We ensure product quality through:
- Production in certified facilities operating under ISO, HACCP, and BRC standards
- Compliance with FEDIAF nutritional guidelines
- Strict raw material selection and traceability
- Laboratory testing of each production batch
- Controlled storage and transportation conditions
Every step, from ingredient sourcing to final delivery, follows regulated quality control procedures to guarantee safety, consistency, and nutritional accuracy.
Delivery & Returns
How long does delivery take?
- Order processing: 2 to 6 business hours
- Delivery: 24 to 48 hours within Jordan
Delivery times may vary depending on location. Please refer to our Shipping Policy for full details.
Can I return pet food?
Returns are accepted only for unopened products within the approved return period due to food safety standards. Please refer to our Return & Refund Policy for full details.
Is shipping free?
Yes, shipping is free on all orders above 40 JD inside Jordan. Below this threshold, a small flat delivery fee applies, shown clearly at checkout.
Food Suitability
Is the food suitable for every pet?
Not necessarily. Proper food selection depends on:
- Age
- Weight
- Breed
- Activity level
- Health condition
If your pet has special medical needs, consult your veterinarian before changing the diet.
How can I choose the right food?
Consider:
- Life stage (Puppy/Kitten, Adult, Senior)
- Size and breed
- Indoor vs outdoor lifestyle
- Specific needs (Sensitive stomach, Joint support, Weight control)
You can also browse our Shop by Need section for easier selection.
Moving to a new food
Transition gradually over 7 to 10 days to avoid stomach upset.
If your pet shows any digestive issues, slow the transition further.
Account & Orders
Do I need an account to order?
Yes, a quick account is required to place an order. It takes less than a minute and lets you track your order, save your address, and earn loyalty points on every purchase.
How do I track my order?
Sign in to your account and open the Orders page. You will see the live status of every order from confirmed to delivered. You will also receive WhatsApp updates at each stage.
Still curious?
Still have a question?
Drop us a short note and we will get back to you within an hour in most cases.