Shipping & Delivery Policy

Last Updated: July 26, 2026

1. Where We Deliver

e-PetVet delivers across serviceable pincodes in India through our logistics partner network. When you enter your delivery pincode at checkout, we check serviceability in real time and show you the delivery charge and the expected delivery time before you pay. If a pincode is not serviceable, the order cannot be placed for that address.

2. Delivery Charges

Order value (product subtotal)	Delivery charge
₹999 and above	Free delivery
Below ₹999	Calculated by weight, distance, and courier rate, starting at ₹40

The charge is computed from the live rate quoted by the courier for your pincode and the total weight of your items. The exact amount always appears on the checkout screen before payment, so there are no hidden charges after you place the order.

3. Cash on Delivery

Cash on Delivery is available on selected pincodes, subject to courier support.
A handling fee of ₹20 applies to Cash on Delivery orders and is shown at checkout.
Cash on Delivery is available for orders up to ₹5,000. Higher-value orders must be paid online.
Please keep the exact payable amount ready at the time of delivery.
Repeatedly refusing Cash on Delivery shipments may lead to the option being disabled for your account.

4. Packaging and Weight Limits

Sellers pack goods appropriately for transit, and medicines are packed to protect them from moisture and damage.
A single shipment can carry up to 20 kg. Larger requirements are split into multiple shipments.
Feed, supplements, and liquids are packed separately where required to avoid leakage.

5. Order Processing and Dispatch

Your order moves through these stages, each visible in My Orders:

Stage	What it means
Placed	Order received; for online payments, after the payment succeeds
Confirmed	The seller has accepted the order and is preparing it
Packed	Items are packed and ready for the courier label
Ready to ship	Shipment is booked with the courier; the order can no longer be cancelled in the app
Shipped	Picked up by the courier and in transit, with a tracking number
Delivered	Package handed over at your address

Sellers normally dispatch confirmed orders within 1 to 2 working days. Orders placed on Sundays or public holidays are processed on the next working day.

6. Delivery Timelines

The estimated delivery window shown at checkout is specific to your pincode and the selected courier.
Typical delivery is 2 to 7 working days after dispatch, depending on distance.
Remote locations, hilly regions, and islands may take longer.
Estimates are indicative, not guaranteed. Weather, festivals, strikes, regulatory checks, and courier backlogs can cause delays.

Orders from more than one store: if your cart contains products from different medical stores, each store ships its own package. You may receive them on different days and with separate tracking numbers, and each package can be tracked and cancelled separately before it is ready to ship.

7. Tracking Your Order

Once a shipment is booked, a tracking number is attached to your order. Open My Orders in the app to see the current status and courier details. We also send push notifications when your order is confirmed, shipped, and delivered, so keep notifications enabled.

8. Delivery Attempts and Address Accuracy

Please enter a complete address, correct pincode, and a reachable phone number. Incorrect details are the most common cause of failed delivery.
Couriers usually make up to three delivery attempts before returning the shipment to the seller.
If a shipment is returned undelivered because the address was wrong, the recipient was unreachable, or a Cash on Delivery package was refused, delivery charges may not be refunded.
Someone at the address may accept the delivery on your behalf; such a delivery is treated as completed.

9. Checking Your Package at Delivery

Please inspect the outer packaging before accepting the shipment. If the package is visibly damaged, wet, opened, or tampered with, refuse the delivery and inform us the same day. If you notice damage, a wrong item, a missing item, or an expiry issue after opening, report it within 48 hours of delivery with photographs, as described in the Cancellation & Refund Policy.

10. Prescription Medicines in Transit

Some veterinary medicines require a valid prescription from a registered veterinarian. Sellers may request the prescription before dispatch, and a shipment may be held or cancelled if it cannot be verified. Any amount already paid for such a cancelled order is refunded in full.

11. Contact Us

For any delivery-related question, including delays, tracking, or a change of address before dispatch:

Email: tech.gurunath@gmail.com
Address: 4th Floor, Orchid Residency, Lane 4, Gulenagar, Pune, Maharashtra, India
Support hours: Monday to Saturday, 10:00 AM to 6:00 PM IST

Please quote your order number in every message so we can trace the shipment quickly.