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Delivery & Returns

PetsRUs Malta ("we" and "us") is the operator of ( ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.


1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund in the form of a credit note.


2. Delivery Costs

Delivery costs vary according to the location of the customer. There are three delivery areas. The below are the related delivery costs


  • Area A: €4.50

  • Area B: €12.50

  • Area G: €45.00 (Gozo)


The clients can avail themselves of free delivery if the delivery exceeds


  • €50 in Area A

  • €70 in Area B

  • €250 in Area G (Gozo)


3. Returns

3.1 Return Due To Change Of Mind

PetsRUs Malta will happily accept returns due to change of mind as long as a request to return is received by us within 2 days of receipt of item and are returned to us in original packaging, unused, and in resellable condition.

Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email or phone.

(PetsRUs Malta) will issue a credit note equal to the value of the goods returned but will NOT refund the value of the delivery (Value of delivery charge according to location inclusive of 18% VAT).

Once the claim is confirmed, you will receive the choice of:

(b) a refund in-store credit

(c) a replacement item sent to you of the same value (if stock is available)

4. Delivery Terms

4.1 Dispatch Time

Orders are usually dispatched between:


1-4 working days of payment of the order for Area A

1-4 working days of payment of the order for Area B

4-7 working days of payment of the order for Area G (Gozo)

Our shop operates on the following days and hours:


Monday - Friday: 9.00 a.m - 7.00 p.m

Saturday: 9.00 a.m - 1.00 p.m

On national holidays we will be closed. In these instances, we take steps to ensure delivery delays will be kept to a minimum.


4.2 Change Of Delivery Address

For a change of delivery address requests, it is ideally done before the order has been dispatched. However, if this is done after we can try to change accordingly.


4.3 Delivery

PetsRUs Malta will deliver directly to the customer's address or specific location supplied.


4.4 Items Out Of Stock

If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.


4.5 Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.


5. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with us. If the parcel has been delivered without you being present, please contact us and we will guide you accordingly.


7. Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website. However, we sell some items which are tax-exempt namely pet food.


8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our returns policy (No: 3).


9 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.


9.1 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Pick up in store

To place an order to be picked up in store ,it is ideal for the customer to contact us via telephone on 27032526


11. Customer service

For all customer service enquiries, please email us at

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