Delivery, Returns & Cancellation Policy

Delivery Coverage:
We provide delivery services across all seven Emirates. Please note that products may be delivered by our in-house team or trusted third-party couriers for your convenience.

Order Cut-Off & Delivery Schedule
To make sure every order is prepared with care, here’s how our delivery timings work:

Order before 3:00 PM - Eligible for next-day delivery
Order after 3:00 PM - Delivered the day after next
Public Holidays: Delivery may be available on select holidays, with an additional fee

At checkout, you’ll be able to choose the delivery date and time slot that suits you best from the available options.

Delivery Timeframe & Schedule:
We deliver to all seven Emirates 7 days a week.
At checkout, customers may select from the available dates and timeslots.

Emirate Available Time Slots 
Dubai & Abu Dhabi 

9:00 AM – 1.00pm 
2:00 PM – 6:00 PM
6:00 PM - 10:00 PM

Sharjah 

 9:00 AM – 6:00 PM

Al Ain, Ajman & Ras Al Khaimah

 9:00 AM – 12:00 noon
2:00 PM – 10:00 PM

Fujairah & Umm Al Quwain

 9:00 AM – 10:00 PM
Al Ghadeer Village  6:00 PM – 10:00 PM

 

Time slots are approximate and not guaranteed. Delays may occasionally occur due to traffic, weather or other unforeseen circumstances. While we do our best to keep everything running on schedule, delivery times may occasionally shift due to logistical factors or courier availability.

Please note that delivery to certain remote locations may not be eligible for chosen time slots in which case we will contact you to coordinate an alternative delivery time. 

Delivery Charges: 
Orders of AED 500 and above are delivered free of charge (except to Remote Areas*)
Orders of under AED 500 are subject to delivery charges as follows: 

  • Dubai & Abu Dhabi : AED 35
  • Sharjah & Ajman: AED 40
  • Al Ain, Fujairah, Ras Al Khaimah and Umm Al Quwain: AED 65
  • Delivery to Remote Areas* (all Emirates) AED 80

*Remote Areas are locations described as ‘out of city limits’ or ‘remote’ by our third-party logistics partner

Acceptance at Delivery:
Orders must be physically accepted at the specified delivery address, either by you or your nominated representative. If no one is available, and your order is left outside your door, it will be considered delivered to you and all associated risk and responsibility will pass to you. 

Rejected Delivery: 
If a delivery is rejected by you or someone at your address: 

  • A re-delivery charge of AED 35 – AED 85 will apply
  • If a second attempt is rejected, the order will be cancelled with no refund

Collection Option:
For those who prefer collection, orders can be collected from BarkPark Dubai premises during operational hours. Please select the collection option at checkout, you will receive an email confirming when your order is ready for collection, do wait for confirmation before arriving. 

Perishable Goods Notice:
It’s crucial to recognise that our products are perishable and must be stored correctly upon delivery or collection. We cannot accept responsibility for spoilage resulting from improper storage.

Customer Satisfaction and Product Concerns 
At The K9 Kitchen, your satisfaction and care are paramount to us. We strive to ensure you have the best experience with our products. If you have any concerns, please contact our Customer Care team at: orders@thek9kitchen.com

Returns / Refunds / Exchanges: 

Frozen Products 
All of our Meals, Power Paws, and Raw Meaty Bones are delivered fully frozen and must remain frozen until use. As frozen products are temperature-sensitive and cannot be re-sold once they leave our control, we cannot accept returns of any frozen items.

Non-Perishable Products
Non-perishable items—such as treats, supplements, packaged goods, accessories, and toys—may be eligible for return.
Eligibility for Non-Perishable Returns:
To qualify:

  • Items must be unused, unopened, and in original condition
  • Items must be returned within 7 days of purchase
  • Proof of purchase is required
  • Returns must be made at our premises
  • Upon meeting the return criteria, we’re happy to process a refund, replace or exchange or store credit the eligible items.
  • We reserve the right to decline a return or refund if items show signs of use, tampering, or damage not present at delivery.

Cancellation of Order
Orders can be cancelled up to 48 hours before their scheduled delivery date. To cancel, please contact us via email or phone, note that we do not accept cancellations via social media channels. 

Once your order has been processed and passed to our logistics partner for delivery, it can no longer be cancelled, as delivery and associated costs have already been committed. 
If you provide at least 48 hours’ notice you may reschedule the delivery without incurring any charges. If you choose a refund, please be aware that a payment processing fee of 5% is applicable to cover non-refundable fees charged by our payment gateway. 
Cancellations made less than 48 hours before delivery may not be eligible for refund.