Frequently Asked Questions(FAQ)

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 gram 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.

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)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 in adopting, but we 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.

5)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.

6)The product you are selling on your website, the same product is also being sold by you a higher price on Amazon/Flipkart/Ebay where LoyalPetZone is a seller. Are the products different?

Ans: We sell across multiple channels- offline stores, our own portal and e-commerce portals like Amazon and Flipkart where we are sellers. Rest assured, you will receive the same product regardless it is sold at our store or at our website or in e-commerce portals by us. Yes, the prices will certainly vary. In most instances, if you buy directly from us, you will avoid marketplace commission ranging from 5-15% which eCommerce portals charge from sellers like us. If you have some bank related cashback discount or e-commerce portal coupons like Amazon pay balance, buying from there might also be cheaper at times. It is always wise to compare and then do the shopping.

7)What if the product I receive is expired or damaged or different from what I have ordered?

Ans: In rare cases, where an item is damaged/lost in transit/misshipped, we will provide 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 from 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 itself. In case of doubt or if you had bitter experience in the past while buying pet products online, feel free to WhatsApp / mail us. We will be glad to share pictures/ video of product with dates etc before shipping.

8)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-8PM). Alternatively, you can also mail us at help@LoyalPetzone.com.