Terms & Conditions

General Information

All Products sold through the FirstPetShop.com website are subject to these Terms & Conditions. By using this Website, whether as a guest or registered user, you confirm and affirm that you have read, understood and that you agree to be bound by the Terms & Conditions in the form in which they appear at the time you are using the Website. You also warrant that you have the legal capacity to bind yourself to these Terms & Conditions.

Account Creation

The Customer must be over 18 years of age, and shall complete the registration process according to First Pet Shop requirements as stated on the Website. He/she is required to provide personal information during registration of an account on the Website or in the course of using the Services. Such information may include name, contact details and other information that is not otherwise publicly available. The Customer is required to provide First Pet Shop with a current, valid e-mail address, billing address, delivery address (if different), and contact phone number. The Customer warrants and certifies that the personal information he/she is required to provide is at all times true, accurate, current and complete.

First Pet Shop reserves the right to cancel any unconfirmed account or an account that has been inactive for a long period of time, or if it is found to have inaccurate information, or if it is determined that the account may be compromised or used for fraudulent purposes. The Customer agrees to the use of his/her personal information for the purposes of MOBY’S Petshop providing its Services to him/her. Such use of personal information shall be in accordance with the Terms & Conditions.

The Customer may not transfer his/her account or account login/password to any other person.


The account password created by the Customer should be unique and kept secure. The Customer is entirely responsible for maintaining the confidentiality of the information provided when registering an account, including, without limitation, the password. The Customer agrees to limit the access of the account to himself/herself only, and take all reasonable measures to ensure the confidentiality of the account password used to access the Services. Given that the account can only be accessed by the Customer, it is agreed that the Customer will be responsible for all activities that occur under the account. If the Customer becomes aware of or suspects any unauthorized use of the account, or any known or suspected security breach such as disclosure of the password or theft of account information, he/she should notify First Pet Shop immediately.

The Customer consents to disclose all information provided to all staff, agents and representatives of First Pet Shop , service providers and contractors, including home delivery personnel, and consents to First Pet Shop use of such information provided for the purposes of his/her use of the Services.

When the Customer registers for an account with First Pet Shop , he/she is asked to consent to receive e-mail marketing communications. If the Customer gives such consent, he/she may “opt out” (unsubscribe) at any later time by clicking a link provided in any marketing e-mail or on the Customer’s account.


Your order is confirmed once you receive an order confirmation from us via email, which includes an order reference number. If, for whatever reason, we cannot process your order, we will call you on the phone number you have provided us.

Delivery Information & Charges

Delivery is free of charge for all orders

We deliver worldwide

Delivery must be acknowledged by the Customer or his/her authorized recipient on First Pet Shop Petshop delivery invoice. The Customer should ensure that an authorized recipient is present at the delivery address during the selected time slot to receive the delivery.

Variation or Cancellation of Order
Subject to the Customer’s consent, First Pet Shop Petshop may substitute an ordered Product with another similar Product if the initial Product ordered by the Customer is unavailable. The final purchase amount charged to the Customer will be adjusted accordingly for any price difference. However, First Pet Shop reserves the right not to replace the unavailable Product.

If there is no prior consent from the Customer for a substitution, no substitution shall be made and a credit adjustment for the unavailable Product will be made accordingly.

The prices reflected on the Website are subject to change at any time. However, the final cost of the Product(s) including all applicable delivery charges, taxes and duties is quoted before the Customer confirms his/her order. The Customer’s continued use of the Website after the final cost is presented will constitute acknowledgement and full acceptance of the final cost. The decision to honor any price discrepancy is solely at First Pet Shop discretion and its decision shall be final.

All Products are subject to availability. In the event one or more Products in an order are unavailable,First Pet Shop reserves the right to proceed with the remaining order or to cancel the order and adjust the final bill accordingly. No replacement or subsequent deliveries will be made for the unavailable Product(s).

Exchange Policy

Customers are strongly advised to check the Products purchased at the time of delivery to avoid any possible dispute. All Products leaving First Pet Shop distribution centre have been checked for quality and quantity accuracy.

Subject to the Customer contacting First Pet Shop within 7 days of delivery of the order, MOBY’S Petshop shall exchange the Product if:

  • the Product is delivered in a damaged condition or is past its expiry date;
  • the Product has a manufacturer’s defect; or
  • the wrong Product is delivered.

All sale items cannot be exchanged or returned. All exchanges must be returned unused and in its original packaging and condition. In case of product defects, please send photographs with short descriptions to [email protected] All exchanges must be accompanied by the original invoice as proof of purchase from MOBY’S Petshop.

MOBY’S Petshop reserves the right to collect, and the Customer shall be obliged to return, a Product that was not part of the Customer’s order which is delivered to the Customer by mistake. MOBY’S Petshop shall not be further liable for any damage loss or inconvenience of any form suffered whatsoever arising from any discrepancy.

Food Safety & Storage
We recommend that all opened food packages should be stored in airtight containers or packaging away from sunlight in a cool, dry place, or as advised on the product packaging. We are unable to guarantee the food’s condition 2 weeks after it has been opened from its original packaging. Please note that how you store your food and treats can affect its condition. Improper storage can make the food vulnerable to infestations, or cause the food to go stale.

Payment for purchases on this Website is to be made via PayPal or 2Checkout Payment Gateway. PayPal and 2Checkout is a 100% secure online payment channel where the Customer’s financial data, such as credit card and account numbers, are never revealed to First Pet Shop. PayPal and 2Checkout also employ SSL technologies and a series of security procedures to protect the Customer’s information and enable secure online shopping. By using PayPal and 2Checkout, the Customer is also protected from any unauthorised transaction.