Frequently Asked Questions

Placing an order

We sell an assortment of natural food, treats and toys for dogs and cats. We also sell supplements, grooming care items, apparel, medicines and miscellaneous pet-related accessories (beds, houses, litter trays, scoops, clothes etc.) for dogs and cats.
Absolutely! We have a lot of awesome sales going on. Just hit us up and we will let you know if you can avail any discounts. Furthermore, we gift our regular customers from time to time, so don’t forget to return back.

The best food for your pet depends on their specific health needs. Our team members are educated in understanding the nutritional value of each of the pet foods we carry so that they can assist our customers in their pet food selection.

To get the best food for your pet, let a team member know their:

  • Age
  • Health concerns
  • Previous food brand
  • Special dietary needs or sensitivities
  • The price point you are looking to stay within

From that, we can assist you in selecting a food and make more specific suggestions about feeding guidelines.

Finally, we stress the importance of seeking a vet’s care/suggestions for any pet that has potential medical issues before making any changes to your pet’s diet.

Absolutely! Just sign up with Epets.pk and you will get reward points which you can redeem in your future orders.

Remember, the points are only for the account holders, so don’t forget to sign up.

Yes! Our standard return policy is up to 3 days for unopened, unused product. However, if 3 days have gone by since your purchase and you feel there was some defect, issue with quality, or other concern, please let us know and we will do everything in our power to ensure you are 100% satisfied.

To be eligible for a return, your item must be unused and in the same condition that you received it (in its original packaging).

Shipping & delivery

We will send an order confirmation to the email address you provided as soon as your order has been registered in our system. Please note that it may take up to an hour for this email to be sent.

If you are unsure that your order has been placed, you can reach out to us via WhatsApp or Email to confirm it:

WhatsApp: 0313-4145165

Email: contact@epets.pk

To keep our fast deliveries, you can only purchase products that are in stock. If you try to purchase more items than what we have in stock, the order will not go through and the system will automatically revert to the number of items in stock at the moment.

If you wish to cancel your order, contact our customer service department as soon as possible. Please give us a call for faster handling time.

In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we can not guarantee that we can cancel your order.

It is not possible to add or remove items in an existing order. However, you can make another order and we will correct the shipping cost afterwards. Contact our customer service and we will confirm when or if the change has been made.

Certainly! Following are few of the alternative ways to place your order other than via the website:

Payment

If you want to change your shipping address, please contact our customer service as soon as possible. In order to keep our fast delivery times, your order is processed as soon as it has entered our system. Once your order has been dispatched, we cannot make any changes. We can therefore not guarantee that we will be able to make the change for you.
We work with leading shipping suppliers to enable fast deliveries from our warehouse to your home. However, there are sometimes delays, if this happen you are more than welcome to contact our customer service for help. You can contact us to get your Tracking ID.

We strive to dispatch all orders from our warehouse within one business day.

We generally deliver to Lahore within 24 to 48 hours of the placement of the order and between 2 to 6 business days in other cities across Pakistan (depending on the delivery window you choose).

Please see our checkout page for more detailed shipping options and delivery times to your city.

To track your order, please Email/WhatsApp us your order ID, and we will share the Tracking number of your order with you.
If you have not received your order within the promised time frame, please contact our customer service so we can resolve the issue for you. Please note that a missing parcel claim must be reported to us within 15 days from the day that you placed the order.

Return & refunds

We provide multiple forms of payment methods. You can choose one of:

  • Cash on Delivery
  • Advance online Bank transfer (Easypaisa, Jazz Cash, Bank transfer)
  • Online payment on Delivery

Choose Cash on Delivery option for the first method while placing your order and Online bank transfer for the other two methods.

Your invoice is always emailed to the email address you provided at checkout.
For returns and replacements, please head on to our Refunds and Replacement page.