1)How long will it take to deliver after placing an order?
Ans: All orders placed before 5 pm are dispatched on the same business day. Most orders are shipped from our warehouse in Kolkata.
Regardless of standard free delivery or express, orders for buyers in Kolkata and Howrah are delivered within 1 business day.
For buyers in rest of West Bengal, delivery time is 1-3 days.
For buyers in rest of India, we provide two delivery modes regardless of order value:-
a)Express delivery(paid)- Most of these orders will be shipped on the same business day and delivered within one day to major cities(Hyderabad, Bangalore, Mumbai, Chennai, New Delhi, Bhubaneswar, Jaipur etc). 2 days for buyers in suburbs and towns. Up to 3 days for more remote locations. All these shipments will go by air cargo to the nearest airport and then by surface if needed.
b)Standard delivery(free)- Through this delivery mode, parcel goes by surface(road or train or boat). Depending on the geographical distance from Kolkata, it takes 3-6 business days for an order to get delivered except for extremely remote locations where it might take as high as 9 days.
2)How are the products shipped?
Ans: All our products ranging from 500 grams to as high as 50 kgs and above are shipped in corrugated boxes with foam and bubble wraps as necessary. All food packets have an additional cardboard box and not shipped in just the wrapper which comes from company to minimize damage in transit.
All orders will be delivered right up to doorstep at no extra cost. In case you are unavailable at the time of delivery, our delivery partners will reattempt again on next day most likely at a time of your convenience or they will get in touch with you over phone and deliver to security guard, neighbor or family member as per your wish.
Orders within 15-25km area of our location – Kolkata and Howrah are delivered by ourselves by our own vehicle.
For orders from Rest of West Bengal as well as the rest of India, we deliver through our reputed courier partners, primarily Bluedart, Delhivery, DTDC, Xpressbees, Shiprocket and sometimes Ekart Express, India Post, and ATS (Amazon Transport Services), depending on serviceability and delivery timelines.
3)Are the products genuine?
Ans: The products we sell are of reputed brands and are either sourced directly from state-level authorized distributors of respective brands or they are genuine imports. Most of the products come with bar coded tags, import permit numbers using which you can verify genuineness by contacting the respective brands yourself and by telling them the batch number of the product you have received.
4)So I placed this order. Also paid for it online. Now I want to cancel it. How to do?
Ans: To request cancellation, drop us a mail at help@LoyalPetzone.com with your order id.
For all orders not yet shipped, we will issue a full refund through the original mode of payment within 2 business days.
For light products(up to 2kg), we will provide full refund even after shipping.
For heavy orders(2kg-50kg) which are in transit and we are not at fault for the cancellation(no delay or issue from our side), we will deduct some amount (up to 10% of order value) as shipping fee and refund the rest.
5)What if the product I receive is damaged or different from what I have ordered?
Ans: In rare cases, where an item is damaged/lost in transit/misshipped, we will provide a refund or replacement depending on the product category. Check our refund and cancellation policy for more details. Also, if the damage is clearly visible during delivery or looks tampered with from the outside, do not accept the same and contact us asap.
As for perishable products, we double-check before shipping and ensure there is more than adequate time in months left before their ‘Best before’ dates as printed by manufacturers. We try our best to mention current ‘Best before’ dates in product pages themselves. In case of doubt or if you had bitter experience in the past while buying pet products online, feel free to WhatsApp / email us. We will be glad to share pictures/ video of the product before shipping.
6)How much discount do you offer on products?
Ans: Since we are a value-for-money store, we provide discounts on most products along with free shipping. However, some premium brands don’t allow selling products at discount online and monitor. So, we don’t offer discounts on those products of brands, namely Orijen, Acana, Farmina, Neo Kumfurt, Affinity Vivaldis etc.
If you are not satisfied with the website price and need it regularly/ want to buy in bulk/ buying for a noble cause like animal care or NGO, we will offer further discounted rates.
7)What is your expiry date policy for consumables like pet food, medicines, etc?
Ans: For our top-selling listings, we update the expiry date of the product on the respective product pages. However, because of the huge amount of products in our collection, it is not possible to update every listing. While we try to deliver products from the freshest batch, there can be cases where fresh stock is not available from the manufacturer. In such cases, we make sure the product will be minimum 3 months before expiry or we will cancel and fully refund. Also, you are eligible for a replacement/refund if the date mentioned in the listing is not close to the expiry date of the product received.
If the quantity you have bought won’t be used totally within expiry period – suppose you bought huge quantity and you have only 1 pet, you can always request return and replacement/refund of full quantity/partial quantity received as long as you don’t open the product seal.
If you receive a totally expired product, please WhatsApp or email us an image of the batch number and expiry date of the product received. New batch with long expiry date will be immediately shipped & delivered to your address or a full refund initiated if newer batch is not available with us at that time(full refund without any return).
Still, if you have any doubts before purchasing, you can always ask us the respective expiry date for the product or tell us to share an image/video of manufactured/expiry/best before dates, batch number as on product that you want to buy by emailing us or WhatsApping us using the Whatsapp button at the bottom-right corner of every page.
8)Do I need to login/create an account before placing order?
Ans: ‘Logging in’ is not required if you are ordering from this site, as all order information, including tracking and shipment updates, will be communicated to you by sms and email given during ordering.
Still, if you want to log in/create an account to save order history or a Wishlist, download our Android/iOS app from this link.
9)Do you sell pets?
Ans: No, we don’t sell live pets online or offline. We only deal with pet supplies. We have helped some of our regular customers to get in touch with genuine breeders or adopters, but we have never had any financial obligation in the same. We earnestly request you to not call us to ask the price of a dog or a cat or any other pet.
10)My query is not listed above. How to reach you guys?
Ans: You can call us during office hours at +91-9748412071 or text/WhatsApp at the same number 24*7 or visit our stores(11AM-10.30PM). Alternatively, you can also mail us at help@LoyalPetzone.com.
Tracking page: Track your order here.