Shipping policy
Last updated: 14 November 2026
At Sultan Paws, we believe every little companion deserves something special, wherever they are in the world.
We currently deliver across the United Arab Emirates (UAE), the Gulf Cooperation Council (GCC) and selected international destinations.
All orders are carefully prepared and dispatched from the UAE.
1. Shipping Destinations & Delivery Times
Our estimated delivery times are as follows:
| Destination | Estimated Delivery | Shipping Cost |
|---|---|---|
| United Arab Emirates | 1–3 working days | AED [XX] |
| Saudi Arabia | 3–5 working days | AED [XX] |
| Qatar | 3–5 working days | AED [XX] |
| Kuwait | 3–5 working days | AED [XX] |
| Bahrain | 3–5 working days | AED [XX] |
| Oman | 3–5 working days | AED [XX] |
| International destinations | 15-20 working days | Calculated at checkout |
Delivery times are estimates and may vary depending on the destination, customs clearance, courier availability and other circumstances beyond our control.
International delivery availability and shipping rates will be confirmed at checkout.
2. Personalised Products
Some of our products can be personalised to make them truly unique.
Personalised and made-to-order products require an additional 1–2 working days for preparation before dispatch.
We take extra care to ensure every customised piece meets our quality standards.
3. Order Processing
Orders are processed during regular business days, excluding UAE public holidays.
Once your order has been prepared and dispatched, you will receive a shipping confirmation email.
4. Order Tracking
As soon as your order is dispatched, you will receive an email containing your tracking link.
You can use this link to follow your parcel until it reaches your doorstep.
5. International Shipping & Customs
International orders may be subject to customs duties, import taxes, VAT or other charges imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer.
Customs clearance procedures may occasionally cause delays beyond the estimated delivery timeframe.
Customers are responsible for ensuring that the ordered products can legally be imported into their destination country.
6. Delivery Delays
Although we work with trusted delivery partners, occasional delays may occur due to weather conditions, customs procedures, public holidays or operational circumstances.
If you experience an issue with your delivery, please contact our customer service team and we will be happy to assist.
7. Incorrect Shipping Information
Customers are responsible for providing accurate and complete delivery information when placing an order.
Sultan Paws cannot guarantee successful delivery where incorrect or incomplete information has been provided.
Additional shipping charges may apply if an order needs to be redirected or reshipped due to incorrect details.
8. Lost or Damaged Parcels
If your parcel arrives damaged or appears to be lost in transit, please contact us as soon as possible.
Our team will coordinate with the delivery provider to investigate and assist with an appropriate resolution.
9. Contact Us
For shipping enquiries, delivery updates or assistance with your order, please contact:
Sultan Paws
Email: hello@sultanpaws.com
Country of dispatch: United Arab Emirates
For Pets Who Deserve the Best.