FAQs

Frequently Asked Questions

This Agreement was last modified on 10th September 2023

General Questions

What Shipping Methods Are Available?

Delivery shipping method.

What are the modes of payment we accept?

Credit Cards, Cash on Delivery, Debit Cards, UPI and NetBanking.

Do we customize?

Yes, we do customize according to your pet’s needs. We can have beds, collars, leashes, name tags, bowls, toys, and almost anything else specially designed to suit your pet.

What if I receive damaged goods / expired products?

We keep a very eye on our goods and are careful not to stock or ship products that have passed their expiry date. If damage has occurred in transit, do get in touch with us on info@petstorenow.com within 24 hours of your delivery.

How do I redeem a gift card?

1. Log in to www.petstorenow.com.
2. Add your items to cart
3. Proceed to check out
4. Enter the coupon code in the box that has the text: “gift cards or discount code”.
5. The amount will be deducted from the gift card
6. Any unused balance will remain on your gift card for a period of 6 months from date of issue.

Other Questions

How Long Will It Take To Get My Package?

Orders are normally dispatched within 24 hours and usually take 1-3 working days to be delivered based on your location. Orders placed for NCR location are delivered in 1 Business Day (subject to availability of products in our Gurgaon warehouse) Custom-made products will take longer to ship than others. You will receive an approximate timeline when you place your order. Generally, custom-made products could take between 7-10 days to reach you.

Orders can be tracked through our WhatsApp chatbot as well.

How many days after I buy something can I return it?

Please make sure that you raise an exchange request within 7 days of the product delivery.

How do I raise an exchange request?

To raise an exchange request, please follow the instructions below: Step 1: Mention your order ID and send a photograph of the package to info@petstorenow.com Step 2: We will send someone to pick up the product from you at no cost to you*. Please make sure that the product is unused with all tags intact. Do keep the pick up slip safely with you so that we can coordinate with our delivery partners on your product. Step 3: Once we receive your product at the warehouse and conduct a quality check, we will either offer you an exchange or store credit, in accordance with our policy.

Note that in case the product for exchange is unavailable, we will offer you store credit and keep you posted on when the item is back in stock. *Our Retail and Customer Delight representatives are extremely qualified to support you in picking the right size for your pet, so please do reach out to them for a size recommendation before you make your purchase. **Note that while the first exchange is free of cost, consequent exchanges may be at a cost borne by the customer.

What all products are eligible for exchange and returns?

We will NOT accept returns or exchanges for the following items (unless received damaged or spoilt):

Edible and perishable items like food, treats etc
Personalised products that are made to order
Beds, play pens, crates & carriers
Dog Toys & Cat Toys
Items purchased during sales
Face Masks
Dog Pads/Diapers
Medicines & Supplements

Returns and exchanges will also not be accepted in the following circumstances:

If request is initiated after 5 business days of order delivery
Product is used or altered
Product is damaged due to misuse/overuse by the customer
Returned attempted without original packaging including, price tags, labels, original packing, and other accessories or if original packaging is damaged
Items purchased on discounted price are also not eligible for return/exchange

Can I cancel my online order?

Cancellations can be made before the product is dispatched. You can make a cancellation on the website or by emailing us on info@petstorenow.com.