Return & Exchange Policy

Return and Exchange Policy
Latest revision: 18/3/2024

At Reem Online Pet Store Pakistan, we strive to ensure your satisfaction with every purchase. If your product is defective, damaged, or incorrect/incomplete at the time of delivery, please contact us within 24 hours to initiate the return process.

Eligibility for Returns Your product may be eligible for a refund or replacement depending on the product category and condition. To qualify for a return, please ensure that:

  1. The product is unused, unworn, unwashed, and without any flaws.
  2. The original tags, user manual, freebies, and accessories are included with the product.
  3. The product is returned in its original and undamaged manufacturer packaging/box. Do not put tape or stickers on the manufacturer’s box.

Please note that if a product is returned to us in inadequate condition, we reserve the right to send it back to you.

Issuance of Refunds If your product is eligible for a refund, please send your bank details to to claim the refund. We will process your refund after receiving the return item, which typically takes 7-14 days.

Exchange Policy We accept exchanges for pet accessories only if there is a color or size issue. Food items are not eligible for exchange unless we sent the wrong item.

For further inquiries or to initiate a return or exchange, please contact our customer service team at

We appreciate your understanding and cooperation regarding our return and exchange policy. Your satisfaction is our priority, and we are committed to ensuring a seamless shopping experience for you and your pet.

I want to cancel my order?

If your order hasn’t shipped yet, you can cancel it from your account. Go to the account, click on the order you want to cancel, and click the “Cancel This Order” link.  

If you need help canceling your order, please send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. 

How long does it take to get my order?

Most customers can expect to receive their food and supplies within 1 to 3 days if they are under 2 kilograms after we dispatch. Orders that are higher than 2 kg may take longer to deliver because of the courier services available in Pakistan.

How much is shipping?

Shipping is weight-based and charged according to the tariff of the courier companies. However, when you finally go to the checkout page, you can see them as they are calculated on weight bases,  before finalizing your order.

Do you ship to P.O. boxes or international addresses?

No – at this time we are unable to ship to P.O boxes and international addresses. We currently only ship within contiguous Pakistan.

Do I need to be there to receive the parcel?

Nope! If you’re not home, someone must be there to receive it because most of the time couriers do not come back to deliver it and it is returned. In case of a return, your advance shipping charges will not be refunded. However, you can collect your parcel from your local courier office if it is not returned.

How do I make a purchase?

To place an order, make sure you are logged in to your Reem Pet Store account or create a new account.  No order is shipped unless we get the advance shipping charges in our bank account. When you pay them please send us a screenshot of the payment as proof and the order number. The longer you take to pay the longer will be the time of delivery


Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click “Shop by Pet” to browse different categories. Click on a product to see more details. To add the product to your cart, click on the  button that says “Add to Cart.” 

After you add something to your cart, you can keep shopping or check out. To check out, click on the  button that says “Proceed to Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout. 

On the checkout page, add or select your shipping address. At this time, we only ship within the contiguous Pakistan Next, add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the  button that says “Place Order.” You will get an invoice in your mailbox confirming your order.

When will the order be dispatched?

Your order will be dispatched when you pay the advance shipment charges. No order is dispatched without advance shipment charges. When you pay send us the screenshot of the payment as proof and the order number.


Sometimes due to human error, the product is shown in the stock but actually, it is out of stock. In that case, we will inform you about the missing product, and the rest of the products will be sent to you. If you disagree your payment will be refunded.


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