Terms of Use

Site owner and operator

The Pet Town website and services are owned and operated by Sergey Pinchuk (Pet Town). Address: Moshav Ramot Meir, Meshek 11, Israel.

Using the site

The Pet Town website provides information about products, services, pets and events. By using it, you agree to these terms.

Placing an order

Listing a product or animal on the website constitutes an invitation for the customer to submit an order or enquiry, and does not by itself confirm availability.

After an order is received, Pet Town may send an automatic notification. This notification confirms receipt of the request only and is not a final confirmation of the transaction.

An order is considered confirmed only once Pet Town confirms to the customer in writing:

• availability of the product or animal;
• the final price;
• the cost and terms of delivery or pickup;
• the payment method;
• other material terms of the order.

If the ordered product or animal is unavailable, Pet Town will notify the customer and offer a substitute, waiting for restock, or cancelling the order. Any payment already received will be refunded in full in that case.

Pet Town is Sergey Pinchuk, registered as an עוסק מורשה (VAT-registered business), registration number 327222881. All consumer prices are stated in New Israeli Shekels and include VAT at the applicable statutory rate (18% as of 1 January 2025), unless expressly stated otherwise. Delivery cost, where applicable, is shown or agreed separately before payment.

Payment

Payment is accepted only through the methods actually offered to the customer at checkout, or via a secure payment link after the order is confirmed.

Pet Town does not request or store full card details. Where payment is processed through an external payment provider, card details are entered into and processed directly by that provider.

Pet Town may decline to confirm an order if the payment provider refuses authorisation, order details cannot be verified, or there is reasonable suspicion of misuse of the payment method.

Pickup and delivery

Pickup is available from the Pet Town store in Moshav Ramot Meir once the order is confirmed as ready.

Standard products are subject to the following base delivery rates:

• central region — ₪50;
• northern and southern regions — ₪100;
• free delivery — for eligible orders of ₪300 or more.

Free delivery does not automatically apply to animals, oversized or heavy items, aquariums, special orders, or addresses requiring special transport arrangements. The final delivery cost and availability are confirmed before payment.

The customer must provide a complete and accurate address, phone number, and any details needed to receive the order. A repeat delivery due to an incorrect address or an absent recipient may be charged separately.

The delivery timeframe is communicated when the order is confirmed. In case of a significant delay, Pet Town will notify the customer and offer a new timeframe or cancellation of the order with a full refund.

Sale and handover of animals

Information and photos of animals on the website are for reference only. Colouring, size, sex, age, temperament and other individual traits of a specific animal may differ.

Animals are sold and handed over only to an adult customer, or to the legal guardian of a minor.

When an animal is handed over, the customer is told its species or breed, sex and age, the known individual characteristics of that specific animal, together with guidance on feeding, acclimatisation, quarantine and when to consult a veterinarian.

Pedigree, veterinary and permit documents are provided in those cases where they are required for the specific species.

Pet Town does not automatically guarantee compatibility between animals, nor any breeding outcome.

All animals are handed over by pickup, except ornamental fish, for which specialised delivery may be arranged. Animals are never sent by regular mail or parcel courier.

The customer must inspect the animal upon receipt. Signing a receipt confirms the animal's visible condition at the time of handover, but does not limit the customer's rights regarding hidden illness, inaccurate information, or other rights granted by law.

Pet Town does not guarantee an animal's future size, temperament, breeding, show, or reproductive qualities unless a specific guarantee was expressly agreed in writing.

If signs of illness appear, the customer should promptly consult a veterinarian and notify Pet Town. Photos, video and veterinary documentation should ideally be included. This requirement is meant to speed up handling the case and does not limit the customer's legal rights.

Cancelling a remote transaction

The customer may cancel a remote transaction within the timeframes and under the conditions set out in Israel's Consumer Protection Law.

For a standard product, the cancellation period is 14 days from the day the product is received, or from the document containing the mandatory transaction disclosures, whichever is later.

For a cancellation not due to a defect, Pet Town may charge a cancellation fee of no more than 5% of the transaction value or ₪100, whichever is lower. The cost of returning the product in that case is borne by the customer.

The product must be returned without significant deterioration in its condition. Pet Town retains the right to seek compensation for proven damage caused by use or damage to the product beyond what is necessary to examine it.

The right of cancellation may not apply in cases expressly provided by law, including perishable goods and items made specifically for the customer after production has begun.

In the case of a defect, a mismatch with the description or order, a delivery delay, or another breach by Pet Town, no cancellation fee is charged, and the return of the product is arranged in the manner provided by law.

Refunds are issued using the same payment method, unless otherwise agreed with the customer and permitted by law, no later than the period required by law after a proper cancellation notice is received.

Due to animal-welfare requirements, a live animal may not be sent independently by mail or courier. If a cancellation or complaint is needed, the customer must first contact Pet Town. Each such case is reviewed considering the animal's condition, consumer-protection law requirements, and animal-welfare legislation. This provision does not exclude or limit the customer's legal rights.

How to submit a cancellation or complaint

An order can be cancelled using the dedicated "Order cancellation" form on the website, or by any of the following:

• the "Order cancellation" form
• by email: info@pet-town.co.il;
• by phone or WhatsApp: 050-8953661;
• via the contact form on the website;
• in person at the store address in Moshav Ramot Meir.

It is helpful to include your name, order number, purchase date, the product or animal, the reason for contacting us, and your preferred resolution. For a complaint, please attach photos, video, the receipt and, where applicable, a veterinary report.

Pet Town confirms receipt of a request within two business days and aims to provide a substantive response within seven business days. These service timeframes do not reduce the rights and deadlines provided by law.

Intellectual property

Site text, graphics, logos and materials belong to Pet Town or are used with permission from their owners.

Contact

For website questions: info@pet-town.co.il, 050-8953661.

Document revision

Revision 1.0. Effective date: 14.08.2026. The current version is always published on this page.