FAQ
Can't find your question? Message us on WhatsApp at 01022337450, 10 AM to 10 PM, every day.
Delivery
How much is delivery?
Inside Cairo and Giza: free on orders of 1,500 EGP or more, and 60 EGP on orders below that. Other governorates: 100 EGP for any order.
When will my order arrive in Cairo and Giza?
Order before 1 PM and it's delivered the same day. Orders placed after 1 PM arrive the next day, unless the next day is a Friday (see "Do you deliver on Fridays?" below). Deliveries run from 2 PM to 10 PM depending on the driver's route.
Is there an express option?
Yes. Express delivery arrives within 3 hours for orders placed before 6 PM inside Cairo and Giza, for 160 EGP. Available for prepaid orders only.
Do you deliver on Fridays?
On Fridays we deliver only in El Tagamoa (New Cairo), Nasr City and Heliopolis.
I'm outside Cairo and Giza. When will my order arrive?
Within 2–3 working days through a delivery partner. Shipping is 100 EGP for any order.
I ordered a lot of cat litter. Is there an extra charge?
Orders with more than 4 bags of litter may carry an extra shipping charge. If you're not sure, ask us on WhatsApp before you order.
Full details are in our Shipping policy.
Payment
How can I pay?
Cash on delivery (cash or card to the courier), or pay online by bank card, Apple Pay or InstaPay.
Can I pay the courier by card?
Yes. On delivery you can pay the courier in cash or by card.
Returns and exchanges
Can I return a product?
Accessories: within 15 days in original condition, or within 30 days if there's a manufacturing defect. Dry and wet food: only if there's a problem with the pack, a manufacturing defect or an expiry-date issue, within 3 days of receiving it.
Does a return cost anything?
Free returns if there's any problem with the product. Any other return carries a 40 EGP return-shipping charge.
How do I return something?
Send us your order number and photos of the product on WhatsApp at 01022337450 or via Facebook messages. We reply within 48 hours and the courier collects the product from you.
How and when do I get my refund?
Within 7 working days after the return is confirmed, via Vodafone Cash or bank transfer, and sometimes in cash through the courier.
Can I exchange instead of returning?
Message us on WhatsApp with your order number and the product you'd like instead, and the customer service team will work out the best option with you. The same return windows and conditions apply.
Full details are in our Refund policy.
Expiry and stock
Is what I see on the site really in stock?
What shows as available on the site is what we have in stock for sale. Sold-out sizes are hidden or marked as unavailable.
How do I know a product's expiry date?
Some products show their expiry month on the product page, for example "Expiry: January 2027". If it isn't shown, ask us on WhatsApp before you order.
I received a product with an expiry problem. What do I do?
Send us your order number and a photo of the expiry date on WhatsApp within 3 days of receiving it. The return in this case is free.
Orders
How do I track my order?
Send us your order number on WhatsApp and we'll tell you where it is. If you have an account, your orders are listed under "My account".
Can I change or cancel my order?
Message us on WhatsApp with your order number as early as you can and we'll help.
Will you call me to confirm my order?
We may call or WhatsApp you to confirm the order or the address before it goes out.
Points
Do you have a points programme?
Yes. All the details are on the Points programme page.