These terms of service ("Terms", "Agreement") are an agreement between Gem Aquarist Technical Services LLC ("the website", "Website operator", "us", "we" or "our") and you ("User" or "your"). This Agreement sets forth the general terms and conditions of your use of this website and any of its products or services (collectively, "Website" or "Services") that you use or purchase.


  • Thank you for using our website or for ordering any of our products or services.
  • By using our website or by ordering with us you are agreeing to our terms and conditions.
  • Any derogation of the terms must be expressly agreed to in advance in writing and communicated to us through any of our official channels shown in the contact us page.

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Payment & Refund Terms

Payment Options:

  • Credit Card/Debit Card: Pay securely online at checkout.
  • Cash on Delivery (COD): Pay in cash during deliver of your order.
  • Bank Transfer: Our bank details are given in the checkout page and in the order confirmation email that is sent to you after placing the order.

Important Notes:

  • All payments must be made in UAE Dirhams.
  • We reserve the right to cancel order or delay delivery for non-payment of orders before despatch from our fulfillment center.

Refunds:

  • Credit card payments: Refunds will be credited back to the original payment method used for the purchase.
  • Cash on delivery payments: Refunds cannot be processed in the original payment method for cash on delivery payments. In these cases, we can only issue store credit or an online gift voucher which you can use for purchase in the website.
  • Processing Time: Refunds typically take 3-10 business days to reflect in your accounts/statements, depending on your card issuer.
  • Checking Refund Status: Please contact your card issuer directly for information regarding your refund.

Non-Refundable Items:

    You can find more details about non-returnable items and our return and exchange policy under "Return Policy".

    • Please note that a working mobile phone number is required for door-delivery.
    • Peace of Mind Delivery: We partner with reliable carriers to ship your orders to your doorsteps safely and efficiently.
    • Location Pin: Please, share your location pin by WhatsApp ​​for the courier to reach you easily.
    • Pre-Delivery Call: If you are expecting an order to be delivered to you soon, please stay alert for the pre-delivery phone call from the delivery driver to ensure smooth & incident free delivery. The delivery driver might abort the delivery if he cannot reach you in your mobile.

    Questions? We're Here! Contact us for any delivery inquiries - we're happy to help!

    Shipping Schedule:
    Order cut-off Time    : Orders placed before 2:00 PM on a business working day would be shipped on the next business day or within the 2nd Business day at the most.

    Standard delivery:

    • You can expect your door-delivery by the courier on the next day after shipment.
    • For Remote Areas (like Madina Sayet, Al Ruwais): Delivery can be expected within 2-3 days after shipment.

    Express Delivery:

    • Express delivery option is available within Dubai and Sharjah City for an additional fee shown to you at checkout:
    • Express delivery is delivered on the next business day for orders received before 2pm on a business day.
    • Express delivery is subject to stock availability at the fulfillment centre; therefore please chat and check with us before opting-in for Express Delivery.
    • In case we fail to ship the item within the stipulated time we shall refund the extra charge if any.
    • For correct shipping options to appear, please select the City from the dropdown as shown in the image below and do not just type the city name. Below image shows the example for Dubai City - Dubai (AE)


    Please note: We currently do not offer international shipping.

    We understand that plans can change. You can cancel your online order anytime before it ships.

    • If your order hasn't shipped: Simply log in to your account (if applicable) and find the "Cancel Order" option on your order details.
    • If your order has already shipped:  We cannot cancel orders that have already shipped. However, you can return unopened and unused items following our Return & Exchange Policy.
    Hassle-Free Online Returns

    We know online shopping can involve some guesswork, so we've made the process of requesting for returns easy!

    Within 6 days of receiving your order, you can return your item for an exchange, store credit, or refund (subject to our terms and conditions). Just be sure to include your original invoice or receipt with your return package.

    How to Make a Return:
    1. Log In (if applicable): If you have an account on our website, log in to access your order history.
    2. Find Your Order: Locate your order containing the item(s) you want to return.
    3. Initiate the Return: Look for a "Return" or "Request Return" option on your order details. Clicking this should start the online return process.
      • If no online return option is available: Contact our customer service team for further assistance (details below).

    Conditions of Return:

    Return is not available for the following items...

    • Some products show "No-Return" tag in the product page, therefore please check for the tag below the product description before purchase.
    • Frozen Pet Feed.
    • Live Pet Feed.
    • Opened Sealed Products.
    • Items that were used, modified or damaged by the customer.

    Return courier charge: Returnable orders that were delivered in good condition could be returned within the return period with return courier charge paid by customer.

    However if an order is delivered with some defects like "damaged in transit" or "not as ordered" etc., then you have the option to request for free-return it with proper proof.


    Need Help?

    If you can't initiate a return online, don't worry! You can reach our friendly customer service team by:

    • Phone or WhatsApp: +971 5858 9 4747 (available from 8:00 AM to 6:00 PM, Monday to Saturday)
    • Online Chat: You can chat with us by clicking the chat icon on the right hand bottom of the website.
    • Email: Click to email
    Please Note:
    • Returns or exchanges will require manager approval and may require some time to process.