Shipping :

At Petdeals, we understand the importance of delivering your products in the best condition and on time. Therefore, we take extra care in packing your orders with utmost care and have partnered with some of the most reputed courier partners to seamlessly deliver your products.

What shipping methods do you offer?

We offer 2 shipping methods – Cash on Delivery and Prepaid. 

Cash on delivery is offered to customers from their second order onwards, and for orders between the value of Rs 599 – Rs 3999. If a Cash on Delivery order is rejected at the time of delivery, Petdeals reserves the right to restrict this shipping option on a case by case basis.

What shipping charges can I expect to incur?

For any prepaid orders above Rs 999 (after any discounts & coupons), shipping is free! For any prepaid order below Rs 999 (after any discounts & coupons), there is a flat shipping fee of Rs 50. 

We have a flat Rs 100 COD charge for any Cash on Delivery orders.

What locations do you ship to?

We love connecting with pet lovers across India, so we ship to 17,000+ pin codes pan India.

Unfortunately, we don’t ship globally yet.

How long will my delivery take?

Orders within Indore will be delivered within 24 hours of placing the order and it takes up to 5-7 working days for orders to be delivered in other parts of India.

Please allow for a buffer for any delays in delivery by our courier partners which may be outside our control. Nonetheless, at Petdeals we have your back and will help you track the parcel and keep you posted.

Who will be delivering my order?

We team up with a range of reliable and trusted courier partners such as Delhivery, Ecom Express, Speed Post & Amazon Shipping. In some instances where there may be a remote Pincode, we may utilize the services of other courier partners, however, this will depend on a case by case basis. 

For all orders, you will receive a tracking number for ease of tracking and you will also receive updates via email and/or text. 

How do I cancel or change my order?

If you need help cancelling your order, please email us at order@petdeals.in or send us a WhatsApp on 9755552434 with your order number. If we have already processed your order, we may not be able to cancel it. Please refer to our Returns Policy for more details. 

If you need to change your shipping address once your order has been placed, please reach out to us as soon as possible. If the order has already fulfilled already, we will not be able to change the shipping address. 

What if I have a delivery dispute?

If you have any delivery dispute, please email us at order@petdeals.in or send us a WhatsApp on 9755552434 with your order number and our customer experience team would be more than happy to assist. 

 Returns & Refunds Policy :

Petdeals exists with one purpose: to help pet parents become extraordinary pet parents. We make every effort to ensure our product range is diverse, sourced locally from India and overseas, to meet yours and your pet’s needs.

This policy is to give you comfort that, subject to the conditions below, if any product purchased from Petdeals is defective or not suitable for you/your pet, we will happily repair or replace the product or offer you a credit order for your return.

In Summary

If you change your mind on a product you have purchased from us within 3 days of the order being delivered, you can return it to us for an exchange or a credit order, provided the product and associated packaging received by Petdeals is in its original condition and is re-saleable. To the extent that we are not able to assist you with an exchange or replacement for your returned item, we will issue a refund. 

Cancellation of Orders :

In the event you have placed an order and wish to cancel it before the shipment has been dispatched, please notify our customer service team on WhatsApp via 9755552434 or via email on order@petdeals.in. If the order has been prepaid then a refund will be processed to the original mode of payment. No refunds / credits order will be issued for orders placed on cash on delivery that are rejected at the time of delivery.

Please note that once an order has been dispatched, we cannot cancel the order. You can choose to accept the delivery, or alternatively reject the delivery / refuse to accept. Once the order has been returned to us, if the order has been prepaid then a refund will be processed to the original mode of payment. No refunds / credit order will be issued for orders placed on cash on delivery that are rejected at the time of delivery.

Return Eligibility :

The following items are not eligible for returns or exchanges unless the item has been received by the customer in a damaged or faulty condition and you have notified Petdeals for a replacement within 3 days of delivery.

1. Edible and perishable items such as food, treats, supplements.
2. Toys
3. Any personalised product e.g. personalised engraved identification tag
4. Bedding, crates, pens e.g. mats, beds, blankets, tipi tents etc.
5. Cat litter, trays & accessories
6. Cat furniture and scratchers
7. Grooming Products

However, please note the list above is not exhaustive. There may be other individual products which are non-returnable unless damaged. Product pages outline whether that product is returnable or not. 

Petdeals’s discretion for non-returnable items

In the event that the item is non-returnable, it will be at the discretion of Petdeals to accept a return or not. In that case, a return fee may apply and this would amount to the delivery fee incurred to organise the return or otherwise deemed appropriate by Petdeals. This would be communicated to you at the time of processing the return request for your approval before confirming the return or exchange. 

In addition to the above, returns or exchanges will not be accepted in the following circumstances:

1. Any return request that is submitted post 3 days of the order being delivered
2. The product has been used or altered in any way or form
3. The product has been damaged through abnormal use i.e. incorrect use by you
4. The returned product does not have the original packaging, labels etc or if the original packaging has been damaged e.g. torn.

Receiving a return item 

Please note, if we do receive an item without the original packaging or if the product is received damaged or dirty or used, there will no credit order issued to you or the product exchanged (unless defective). You will have the option of having the item shipped back to you at your own cost, otherwise the product will be donated.

This will be determined at the time the product is received at the Petdeals warehouse for investigation. 

Credit Order

How will I receive this?

A credit order is provided by way of a coupon code. The coupon code will not work with any other discount codes or bundles/combo deals applied and will only be valid for 15 days.

Please note, when using your coupon code, please ensure that it is used in a single transaction as any leftover amount would not carry forward.

When will I receive this?

After you have placed your return request, your exchange/credit order will only be issued once we have received the product in our warehouse. This can take anywhere from 2-3 days in Indore to 8-14 days for outside Indore depending on the courier.

Amount of store credit

If you have used a coupon code in your initial purchase, then please note this amount will not returned by way of a credit order. The only amount that would be provided as a credit order would be the amount applicable paid by you over and above any coupon applied.

The delivery fees paid by you in the initial purchase are not eligible for any credit order. The credit order is strictly limited to the price of the product.

Whilst your first exchange is free, and subsequent exchanges on the same order will attract a delivery fee of flat Rs 149 and would be offset against your credit order .

Refunds

In the event that you have received an incorrect item, or damaged item, or an item in lesser quantity than originally ordered, Petdeals will investigate the same. Where it is found that Petdeals is at fault, we will take the necessary steps of rectifying this issue for you by replacing or dispatching the additional items as per the circumstances. However, in the odd circumstances where we are not able to replace or provide additional items, then Petdeals will issue a refund for the relevant amount. 

Return Process

Please log your return request through our returns portal here and we will get in touch with you from there on processing your request.

If for some reason we are unable to have the item picked up from your location, it will be your responsibility to ship the item to us at the following address:

Top Floor, Palasia Tower,
1/2 New Palasia, Near Chappan Dukan,
Indore, Madhya Pradesh 452001

Once the item has been received at our warehouse, we can process the return/exchange for you. Please note any delivery fees incurred by you in returning the items are at your own cost and non-refundable by Petdeals. 

Disputes and or chargebacks :

At Petdeals, we understand the importance of providing secure payment options for our customers. Our selected payment gateways (Razorpay & Instamojo) utilise highest assurance SSL/TLS certificates, to ensure that no unauthorised person can access your sensitive payment data over the internet.

If you believe that your card or details may have been fraudulently used to place an order on www.petdeals.in, you have the option of raising a dispute and report this to your card issuing bank. Once you as the cardholder file a complaint, the bank reports the same to the relevant payment gateway (e.g. Razorpay or Instamojo) and initiates an investigative procedure.

Petdeals will then provide the relevant information to the payment gateway and there is usually a window of 7 working days provided for the investigation.