MasterZoo, a Ukrainian pet store chain, has launched an updated online store at masterzoo.ua; the company invested $100,000 in the site’s upgrade. Additionally, MasterZoo’s first mobile app is now available for download, with over $30,000 invested in its development, the company’s press office told the “Interfax-Ukraine” news agency.
“We are investing in building a digital ecosystem that will meet the various needs of pet parents—from regular purchases to finding new products and professional recommendations. At the same time, we are mindful of the specifics of the pet retail industry: there are categories where it’s important for pet parents to see the product in person, try on clothing or accessories for their furry friend, or get in-person advice. Therefore, our goal is not to pit online against offline, but to combine their advantages and create a seamless customer experience. “For us, investing in technology is a strategic investment in MasterZoo’s future,” comments Oksana Kyrychenko, CEO of MasterZoo.
The new platform offers product recommendations based on your pet’s type and breed, expanded features in the customer’s personal account, an auto-renewal service (10% discount on repeat orders), and other personalized offers. The updated platform features over 18,000 SKUs from more than 350 brands. The first mobile app is now available for download on the App Store and Google Play.
The chain is developing an omnichannel model in which brick-and-mortar pet stores and digital services complement each other. More than 200 pet stores in 40 cities are gradually becoming not only retail locations but also part of the e-commerce infrastructure—serving as pickup points, locations for reserving products, and, in the future, fulfillment centers (grey stores) for packing and shipping online orders via postal carriers or the company’s own courier service.
MasterZoo strives to make shopping convenient and personalized regardless of where the customer interacts with the brand. The importance of the digital channel is also confirmed by sales trends: while the online channel accounted for an average of 15% of MasterZoo’s total sales in 2024, its share rose to 18% in 2025 and reached 25% in 2026.
MasterZoo’s data confirms that customers are increasingly combining online and offline shopping. Specifically, one in every three to four dry pet food buyers already uses multiple sales channels. At the same time, the average order value for online shoppers is 2.5 times higher than the average order value at brick-and-mortar pet stores, and the LTV (lifetime value) of omnichannel customers is nearly four times higher than that of customers who shop exclusively at physical locations.
Pickup plays a key role in this model. Currently, it accounts for about 35% of all MasterZoo online orders. Over 40% of pickup orders in the network are placed in Kyiv. Kharkiv, Lviv, Dnipro, and Odesa follow in terms of the number of such orders.
“We are seeing how the habits of Ukrainian pet parents are changing: online shopping is becoming increasingly common not only in large cities but also in smaller towns. The share of orders from outside regional centers has risen from 26.4% to 29.7%, and the number of orders using MasterZoo’s own courier delivery service has nearly tripled over the past year (+182%). At the same time, customer delivery preferences vary by location: in small towns, about 80% of orders are delivered by “Nova Poshta,” while in Kyiv, the figure is 39%. “That’s why it’s important for us not just to develop our online store, but to create a flexible system where every customer can choose the most convenient way to shop and receive their purchases, regardless of where they live,” says Alisa Dashevska, e-commerce director of the MasterZoo pet store chain.
MasterZoo (Petmaster LLC) is Ukraine’s largest pet retailer, comprising over 200 pet stores in 40 cities and 19 grooming salons in seven Ukrainian cities. In 2026, the chain has already opened 15 new stores, including in cities where it previously had no presence—Pryluky and Kamianets-Podilskyi. It is part of the Ukrainian family-owned Suziria Group. The chain’s product range includes over 18,000 SKUs from more than 350 brands.
According to OpenDataBot, Petmaster LLC’s revenue for 2025 grew by 18.81% to 2,282,281,000 UAH, while net profit decreased by 24% to 6,256,000 UAH in 2025, compared to 8,234,000 UAH in 2024.
