Shipping & Returns Policy

Last Updated: 01-01-2025

Welcome to Pet Castle! We strive to provide a seamless shopping experience with reliable shipping and fair return policies in compliance with Kuwait’s consumer protection laws. By placing an order on our website, you agree to the terms outlined in this policy.

1. Shipping Policy

Shipping Locations

We currently offer shipping within Kuwait only. We do not ship internationally at this time.

Delivery Timeframes

Standard Delivery: Orders are typically delivered within 1-3 business days from the order confirmation date.
Same-Day Delivery: Available for select areas in Kuwait on orders placed before 12:00 PM (local time). Additional charges may apply.
Delayed Delivery: While we strive to meet estimated delivery times, unforeseen circumstances (such as weather conditions or public holidays) may cause delays.

Shipping Fees

Orders will have a flat shipping fee of [2 KD], which will be displayed at checkout.

2. Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If you are not happy with your order, please review our return and refund policy below.

Return Eligibility

You may return an item if:
✅ The product is defective, damaged, or incorrect upon delivery.
✅ The product is unused, in its original packaging, and in resalable condition.
✅ The return request is made within 14 days of receiving the order.

🚫 The following items cannot be returned:

Opened or used pet food, treats, or supplements (due to health and safety reasons).
Personalized or custom-made products.
Items marked as final sale.
Products that have been damaged due to misuse or improper handling.

Return Process

Contact our customer support at Sales@Petcastlekw.com or call +965-50667002 within 14 days of receiving your order.
Provide your order number, reason for return, and photo proof (if applicable).
Once approved, we will arrange a free pickup for eligible returns.
Upon inspection, a refund or replacement will be processed.

Refund Policy

Refund Method: Refunds will be issued to the original payment method used during the purchase.
Processing Time: Refunds may take 7-14 business days to reflect, depending on your bank or payment provider.
Store Credit: Customers may opt for a store credit instead of a refund, which can be used for future purchases.

Exchanges

If you received a damaged or incorrect item, we will replace it at no extra cost.
Exchanges are subject to product availability.

3. Cancellations

Orders can be canceled within 2 hours of placement by contacting our support team.
If an order has already been shipped, cancellation is not possible, but you may return the item after delivery (subject to return eligibility).

4. Contact Us

If you have any questions or concerns regarding our Shipping & Returns Policy, feel free to contact us:

📧 Email: Sales@Petcastlekw.com
📞 Phone: +965-50667002
📍 Location: Kuwait

Thank you for shopping with Pet Castle! 🏰🐾 Your pets deserve the best!