Terms of service

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").

1. Thank you for your interest in ordering with us. By ordering with us you are agreeing to our terms and conditions of sale. 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.

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


  • Online purchases: Refunds will be credited back to the original payment method used for the purchase. Please allow up to 10 business days for the refund to reflect in your account.
  • Cash or Card on Delivery: Refunds cannot be processed for cash or card on delivery payments. In these cases, we will issue store credit or an online gift voucher you can use on your next purchase

Payment Options:

  • Credit Card/Debit Card: Pay securely online at checkout.
  • Cash on Delivery (COD): Pay in Dirhams only upon receiving your order.
  • Card on Delivery (COD): Pay using your card upon receiving your order.
Important Notes:
  • All payments must be made in UAE Dirhams.
  • We reserve the right to cancel or delay delivery for non-payment.

Refund Information:

  • Processing Time: Refunds typically take 3-10 business days to reach your original payment method, depending on your bank.
  • Checking Refund Status: Please contact your bank directly for information regarding your refund.

Non-Refundable Items:

  • Live Feeds
  • Frozen Food Products
  • Sale Items
  • Tampered or Used Products.

Additional Information:

You can find more details about our return and exchange policy on our website.

  1. Climate-Controlled Comfort: All orders travel in temperature-controlled packaging, ensuring your pet's treats and supplies arrive fresh.
  2. Refrigerated TLC: For special items needing extra chill, we utilize insulated coolers with ice packs to maintain perfect temperatures.
  3. Peace of Mind Delivery: We partner with reliable carriers to get your order to you safely and efficiently.
  4. Order Updates Every Step: Track your delivery progress with convenient email notifications.
  5. Questions? We're Here! Contact us for any delivery inquiries - we're happy to help!
We offer fast and reliable delivery to get your items to you quickly! Here's a breakdown of our delivery timeframes:
  • Dubai:
    • Orders placed before 9:00 AM GST will be delivered the same day.
    • Orders placed after 9:00 AM GST will be delivered the next day.
    • We offer an express delivery option within Dubai for orders above AED 100 for an additional AED 10, aiming for delivery within 24 hours (subject to stock availability).
  • Abu Dhabi, Sharjah, Ajman, Al Ain, Ras Al Khaimah: Expect your delivery on the next day.
  • Umm Al Quwain, Fujairah, Remote Areas (Madina Sayet, Al Ruwais): Delivery will arrive within 2-3 days.

Standard delivery is free for orders above AED 300. A charge of AED 15 applies for orders below AED 300.

Please note: We currently do not offer international shipping.

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Hassle-Free Online Returns

We know online shopping can involve some guesswork, so we've made 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).
Need Help?

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

Please Note:
  • We cannot offer refunds on Frozen Foods & Live Feeds.
  • Returns or exchanges for other reasons may require manager approval.