Shipping & Returns
Everything about delivery, sizing, returns and the small print — on one page, in plain English.
Delivery
Where we ship and how long it takes
All orders leave our workshop within 1–2 business days. Times below are counted from dispatch, not from order. We ship cross-border from China, so every parcel clears customs on the way in.
| Destination | Cost | Transit | Tracking |
|---|---|---|---|
| UAE — over AED 200 | Free | 7–12 business days | Email + WhatsApp |
| UAE — under AED 200 | AED 25 | 7–12 business days | Email + WhatsApp |
| Qatar, Kuwait, Oman, Bahrain — over AED 400 | Free | 8–14 business days | |
| Qatar, Kuwait, Oman, Bahrain — under AED 400 | AED 45 | 8–14 business days | |
| Saudi Arabia | Not yet | — | Coming soon |
| Rest of the world | Not yet | — | — |
We currently deliver to the UAE, Qatar, Kuwait, Oman and Bahrain. Saudi Arabia is on our list but needs import certification first, so we would rather wait than have a parcel stopped at the border.
Nothing to pay on delivery
Duty and import charges are already covered by the delivery fee shown at checkout. The courier will not ask you for money at the door, and there is no cash-on-delivery.
Paying
Visa, Mastercard, Apple Pay and PayPal. Card payments run through 3-D Secure. No buy-now-pay-later, and nothing is paid on delivery.
Qatar: no postal code
Qatar does not use postal codes. Leave that field empty if you are unsure — we deliver to the address you type, and our courier will call before arrival.
Kuwait: declare it properly
Kuwait requires the parcel contents to be declared accurately. We write the real product name and value on every customs form, so nothing gets held.
Returns
14 days, no interrogation
If the size is wrong or the colour is not what you pictured, send it back. Exchanges always ship free.
- 1 · Message usEmail hello@dunepaws.com or WhatsApp +86 195 3714 4996 within 14 days of delivery with your order number and a photo.
- 2 · We sort it outIf it arrived faulty or wrong, we refund or replace it and you keep the original — no parcel to send back. If you simply want a different size or colour, we send the replacement and cover that shipping.
- 3 · We refundRefunds go back to the original payment method within 5 business days.
What we accept
Unworn items in original packaging, with hardware and tags intact. Try it on indoors — that is fine. Chewed or muddy items cannot be resold. If you want to send something back for a reason that is not a fault, return shipping is on your side — but message us first, a partial refund is usually cheaper for both of us than a parcel to China.
What we do not
No restocking fee. No "store credit only" games. We do not refund the express shipping upgrade, and engraved pieces are final sale unless the engraving is our mistake.
Sizing
One number matters: neck circumference
Use a soft tape measure around the middle of the neck, snug but not tight, then add two fingers of room. Bandanas are one size and roll down, so there is nothing to get wrong.
| Product | S | M | L | Typical breed |
|---|---|---|---|---|
| Reflective Engraved Collar | 25–35 | 35–45 | 45–58 | Pom, frenchie, saluki, labrador |
| Cooling Neck Wrap | 25–35 | 35–48 | 48–62 | Cat, beagle, german shepherd |
| Reversible Bandana Duo | One size — 78 cm across the fold, fits 25–45 cm | Cat to labrador | ||
| Engraved Steel ID Tag | Bone 38 × 25 mm or round Ø30 mm | Any D-ring of 20 mm or more | ||
| De-Shedding Comb | One size, 18 × 8 cm | Dogs and cats | ||
| Nail Care Kit | One size, 8 mm jaw | Dogs and cats | ||
FAQ
Questions we get every week
How long does delivery take?
Orders leave our workshop in 1–2 business days and reach the UAE in 7–12 business days. Dubai, Abu Dhabi and Sharjah usually land on the faster side. You get a tracking link by email and WhatsApp the moment the parcel is handed to the courier.
How much is shipping?
Free on every order over AED 200. Below that it is a flat AED 25 anywhere in the UAE. GCC delivery (KSA, Qatar, Kuwait, Bahrain, Oman) is AED 45 flat and takes 7–12 business days.
How can I pay?
Visa, Mastercard, Apple Pay and PayPal. All card payments run through 3-D Secure. We do not offer buy-now-pay-later, and nothing is paid on delivery.
How do I pick the right size?
Neck circumference, nothing else. Collars cover 25–58 cm across S, M and L; the cooling wrap covers 25–62 cm; bandanas are one size and roll down to fit 25–45 cm. Every product page has a centimetre table.
What if it does not fit?
You have 14 days from delivery to ask for a return or exchange. If it arrived faulty we refund or replace it and you keep the original. If you just want a different size or colour, message us on WhatsApp and we arrange the swap — the replacement ships free.
Why buy a set instead of one item?
One parcel, one delivery fee, and the pieces are already matched by colour. Buying the same three items separately means three shipments and three tracking numbers. Sets save 12–16% on the items themselves.
Are these products safe in UAE heat?
We use nylon webbing, cotton, stainless steel and evaporative fabric rather than coated synthetics, because coated webbing traps heat against the skin. Nothing in the range makes a medical claim: the cooling wrap helps a dog stay cool on a walk, it does not prevent heatstroke.
Do you ship outside the UAE?
We currently ship to the UAE, Saudi Arabia, Qatar, Kuwait, Bahrain and Oman. For other countries, message us on WhatsApp and we will quote a rate.
Refund policy
We refund the full item value within 5 business days of receiving a returned item in resaleable condition. Original delivery charges are refunded only where the item was faulty or incorrectly sent.
Faulty items are covered for 24 months from delivery against manufacturing defects in stitching, hardware and material. Normal wear, chewing damage, and fading from chlorine or sunscreen are not covered. Engraved pieces are final sale unless the engraving is our mistake.
Privacy & cookies
We collect the minimum needed to fulfil your order: name, delivery address, email and phone number. Payment card data is handled entirely by our PCI-DSS compliant payment gateway and never reaches our servers. We do not sell customer data.
We use cookies for three purposes: keeping your bag between visits, measuring which pages lead to a purchase (analytics), and — only with your consent — retargeting on Meta and TikTok. You can refuse marketing cookies and still check out normally.
To request a copy or deletion of your data, email hello@dunepaws.com.
Terms of service
Prices are shown in AED. The USD figure beside each price is a reference conversion at a fixed rate of 3.6725 and is not a second charge. Import charges, if any, are shown before you pay.
Promotional codes cannot be combined, are single-use per customer, and are not redeemable for cash. Bundle discounts apply only to the set as listed and are not exchangeable for cash. This store is operated by DUNE PAWS, a cross-border seller shipping from China to the GCC.