Question 1

How does payment work?

Accepted Answer

We're Cash on Delivery. Pay our driver in cash (USD or LBP) when your order arrives, or settle in store on pickup. No cards, no online payment — by design.

Question 2

Where do you deliver?

Accepted Answer

Same-day across Keserwan and most of Mount Lebanon, next-day in Beirut. Outside the standard zone? Send us a WhatsApp — we usually find a way.

Question 3

Is delivery free?

Accepted Answer

Yes — local delivery is on us across Beirut and Mount Lebanon. Out-of-zone deliveries may carry a small fee, which we'll quote on WhatsApp before dispatch.

Question 4

When does my order leave the shop?

Accepted Answer

Orders placed before 3pm typically go out same-day. After 3pm we'll dispatch the next morning — we'll WhatsApp you with the timing.

Question 5

What if I'm not home when the driver arrives?

Accepted Answer

We'll call before we leave the shop. If something changes, just message us — we can leave it with a neighbor, the bawab, or come back later. No re-delivery fee.

Question 6

Can I pick up in store?

Accepted Answer

Of course — choose 'in-store pickup' at checkout. We'll have it ready within an hour during opening hours.

Question 7

What do you stock?

Accepted Answer

Premium pet food, treats, toys, beds, leads, accessories, and care products for dogs, cats, and small animals. If you don't see something specific, message us — we can almost always order it in.

Question 8

Do you carry prescription food?

Accepted Answer

Yes, with a prescription from your vet (ours or another). We can transfer prescriptions on file.

Question 9

I'm not sure what to buy for my new puppy.

Accepted Answer

Try the Puppy Starter Bundle (collar, lead, food bowl, training treats, and a soft crate-pad), or message us with your pet's age and size — we'll send you a custom shortlist.

Question 10

Can I return something?

Accepted Answer

Sealed, unopened products: yes, within 14 days. Opened food and personalized items: only if there's a defect. We'll always make it right — just talk to us.

Question 11

How do I book grooming, boarding, or a vet visit?

Accepted Answer

Sign in, pick the service, choose a slot or date range, and tell us which pet it's for. You'll get a confirmation right away and a friendly reminder the day before.

Question 12

Are vaccinations required?

Accepted Answer

For grooming and boarding, yes — rabies and core vaccinations must be current. If you've been to our vet (or yours), just send us a copy of the card and we'll keep it on file.

Question 13

Can I cancel or reschedule?

Accepted Answer

Yes, manage any booking from your account. We just ask for a few hours' notice when possible — it lets us offer the slot to someone else.

Question 14

Do you do house calls?

Accepted Answer

For routine vet care (vaccinations, basic checks) within Keserwan and parts of Mount Lebanon — yes. Small house-call fee on top of the visit.

Question 15

Can I save more than one pet?

Accepted Answer

Of course. Add as many as you like — name, breed, age, allergies, vaccinations, anything we should know. Bookings link to the right pet automatically.

Question 16

Where do I find my order history?

Accepted Answer

Sign in to your account → Orders. You'll see every product order and every service visit, with dates, totals, and points earned.

Question 17

I forgot my password.

Accepted Answer

Use the 'Forgot password?' link on the sign-in page. If something's stuck, WhatsApp us — we'll sort it out.

Question 18

How do I earn points?

Accepted Answer

Automatically — every dollar you spend on products or services earns 1 point. Plus a 50-point welcome bonus on your first order, and small bonuses for adding pet profiles, leaving honest reviews, and so on.

Question 19

Do my points expire?

Accepted Answer

Never. They sit in your account until you use them.

Question 20

How do I redeem?

Accepted Answer

Tell us at the counter, or tick the box at checkout to apply available points. 100 points = $5 off, scaling up from there.

Question 21

Where are you located?

Accepted Answer

Zouk Mosbeh — Keserwan, Mount Lebanon. Open Mon–Sat 9am–8pm; closed Sundays except for emergencies (WhatsApp +961 70 454 650 — we'll meet you at the shop).

Question 22

Are pets welcome inside?

Accepted Answer

Always. Briana and Alpha (our co-managers, both dogs) will probably greet you at the door.

Question 23

Is parking available?

Accepted Answer

Street parking just outside, plus a small lot up the road. We can hold the door for awkward bags / nervous pets.

Most things, quickly answered.

Ordering & delivery

Products & stock

Services (grooming, hotel, vet)

Pet profiles & account

Loyalty points

Visiting the shop

Ask us anything.