Shipping & Delivery Policy

Last Updated: July 2024

1. Service Coverage

2. Delivery Timelines

Location	Estimated Delivery Time	Notes
Navi Mumbai & Thane	2-3 business days	Fastest delivery (local)
Mumbai (other areas)	2-3 business days	Within city delivery
Maharashtra (excluding Mumbai)	3-5 business days	Same state delivery
Tier-1 Cities (Delhi, Bangalore, Chennai)	3-4 business days	Major metros
Rest of India	5-7 business days	Tier-2, Tier-3 cities & towns
Remote & Hilly Areas	7-14 business days	Northeast, Himachal, J&K, etc.

⚠️ Important: Timelines are estimates and NOT guaranteed. Actual delivery may vary based on logistics partners, weather, public holidays, and unforeseen circumstances.

3. Shipping Charges

3.1 Shipping Cost Structure

• Free Shipping: Orders above ₹500 in Navi Mumbai & Thane
• Flat Rate: ₹99 for local delivery (Navi Mumbai & Thane) for orders below ₹500
• Across India: Shipping cost calculated based on location and order weight
• Calculated At Checkout: Exact shipping cost displayed before payment confirmation

3.2 Additional Charges

• Handling Charges: Included in product price (no additional charges)
• Insurance: Optional; additional cost applies if selected
• Gift Wrapping: Not available (pet products packaged for safety)
• Special Handling: May apply for fragile items (stated in product description)

4. Delivery Process

4.1 Order Processing

1. Payment Confirmation (1 day): Order validated and confirmed
2. Order Preparation (1 day): Product picked and packed
3. Handover to Courier (1 day): Package handed to delivery partner
4. Transit & Delivery (varies): As per timeline above

4.2 Tracking

• Tracking number provided via email and SMS
• Track your shipment on courier website or Trelliso platform
• Real-time updates available on most shipments
• Contact us for tracking information: +91 8879855818

4.3 Delivery Attempts

• Attempts: Delivery partner makes up to 3 attempts
• Failed Delivery: If all 3 attempts unsuccessful, package returned to warehouse
• Redelivery: Additional charges may apply for redelivery
• Recipient Unavailable: Ensure someone is available at delivery address

5. Damage During Shipping

5.1 Packaging Standards

• All products carefully packed in protective packaging
• Special care taken for fragile items
• Insulation used for temperature-sensitive products
• Multiple layers of packaging for safe transit

5.2 Damage Claims

• Reporting Timeline: Report damage within 48 hours of delivery
• Evidence Required: Photographs of damaged product and packaging
• Claim Process: Submit evidence via email with order details
• Resolution: Replacement or refund within 7 days after verification
• Responsibility: P.U.P.S not liable for courier partner's mishandling

5.3 Shipping Partner Liability

Damage caused by courier partners' negligence is their responsibility. P.U.P.S will coordinate with delivery partners for compensation. However, P.U.P.S is not liable beyond the product value.

6. Special Delivery Instructions

6.1 Providing Instructions

• Special delivery instructions can be added during checkout
• Examples: "Leave at door", "Deliver to building security", etc.
• Courier will attempt to follow instructions but not guaranteed
• P.U.P.S not responsible if instructions not followed by courier

6.2 Address Changes

• Before Dispatch: Address can be changed up to 24 hours after order
• After Dispatch: Address change not possible; return and reorder required
• Change Request: Send email with Order ID to info@pawsunitedpet.store
• Incorrect Address: Customer liable for delivery failure and return charges

7. Holidays and Delays

7.1 Public Holidays

• No shipments on national/state holidays
• Delivery timelines don't include public holidays
• Holiday dates vary by state
• We will notify if delays expected due to holidays

7.2 Weather and Force Majeure

• Heavy rains, floods, extreme weather may cause delays
• Natural calamities beyond our control not our responsibility
• We will communicate delays as soon as aware
• Customers may cancel and request refund if excessive delays

8. Refusal and Undeliverable

8.1 Undeliverable Shipments

• If address is invalid or incomplete, package returned to us
• Customer responsible for providing correct address
• Reshipment charged at customer's cost
• Return shipping charges non-refundable

8.2 Customer Refusal

• If you refuse delivery, package returned at your cost
• Refund processed after package received (minus shipping)
• Processing takes 7-10 days additional
• Consider return policy before refusing delivery

9. Lost or Missing Shipments

9.1 Reporting Lost Shipment

• If not delivered within timeline, report to us immediately
• Contact: info@pawsunitedpet.store
• Provide order number and tracking ID
• We'll investigate with courier partner

9.2 Resolution

• Replacement or refund after courier investigation
• Investigation typically takes 7-15 days
• If confirmed lost, full refund or replacement provided
• Replacement only if product in stock

10. Recipient Responsibility

• Availability: Ensure someone is available at delivery address
• Identification: Provide valid ID if requested by courier
• Inspection: Inspect package before accepting (note any damage)
• Signature: Provide signature/proof of receipt to courier
• Receipt: Keep proof of delivery for your records

11. Shipping to Different States

GST Compliance: GST rates vary by state. Invoices reflect applicable GST at customer's state. Reverse charge may apply for inter-state B2B transactions.

12. Contact for Shipping Issues

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Last Updated: July 2024 | GST Reg: 27CPVPS2523A1ZR