Shipping, Exchange & Return Policy

Shipping, Exchange & Returns Policy

Catering To Critters – Premium Nutrition & Care for Small Animals

 

1. Shipping Policy

We aim to deliver all orders promptly, maintaining the highest standards of safety and professionalism.

a.i) Dispatch Timeline:Orders are dispatched within 2–5 business days of order placement.

a.ii) Orders placed before 12:00 PM IST ( Indian Standard Time ) (Mon–Sat) are typically dispatched the same day.

a.iii) No dispatches are made on Sundays or public holidays.

 

Courier Partners: We ship via Delhivery, DTDC, and Shiprocket.

 

b) Shipping Charges: Calculated at checkout based on actual weight, volumetric size, and destination.

b.i) Kolkata Services:Same-Day Delivery may be available via Porter or Shadowfax in select areas (must be requested in advance; customer pays the delivery agent directly).

b.iii) Store Pickup Available by prior appointment only. Walk-ins are strictly prohibited.

 

 

2. Reseller Policy

 

a) Third-Party Purchases: Catering To Critters (CTC) will NOT entertain any queries, complaints, or issues regarding products purchased from a reseller or a third-party entity.

b) Resolution: If you purchased a product from a reseller, any concerns regarding quality, packaging, or delivery must be discussed directly with your reseller. We do not provide support for orders not placed through our official website or direct WhatsApp channel.

 

2. Packaging & Payment

 

a) Packaging: All products are secured using bubble wrap, paper fillers, and corrugated boxes. Special instructions must be provided before dispatch.

b) Payment: Full payment is required at the time of order. We do not hold stock without payment. We **do not** offer EMI, partial payments, or COD options.

c) GST: GST-compliant invoices are mandatory. GST cannot be removed, waived, or negotiated.

 

4. Exchange Policy

Exchanges are strictly limited to instances of **internal product defects** or **incorrect items** fulfilled by CTC.

a) Eligibility Criteria: 

i) Claims must be reported within 48 hours of delivery.

ii) The outer product packaging must be intact and free of user-inflicted damage.

iii) Assuming a product is damaged within its sealed condition **does not** guarantee an exchange. If the issue does not fall strictly within verified manufacturing or fulfillment errors, no exceptions will be made.

iv) Transit Damage: If the external shipping container or flyer shows signs of damage upon arrival, the issue must be addressed with the courier service. CATERING TO CRITTERS is not liable for damages incurred during transit.

v) Timeline: The customer must return the parcel to the designated CTC address within *5 business days* of receipt. Failure to dispatch within this window results in the forfeiture of the exchange request.

vi) Shipping Costs: CTC does not cover or refund shipping charges. The customer is responsible for all costs related to returning the original item and the delivery of the replacement. No refunds for shipping costs will be given under any circumstances.

vii) Verification: Upon receipt of returned goods, CTC will conduct a formal verification. If the defect is verified as a fulfillment or product error, a replacement will be provided (shipping costs still apply).

 

 

5. Returns & Refunds Policy

 

Due to the nature of our products (pet nutrition and care), we maintain a strict return and refund policy.

a) Non-Returnable Cases: We do not accept returns or offer refunds for 

a.i) assuming a product is damaged without proof 

a.ii) change of mind,

a.iii) pet preference/not liking the product, a.iv) courier-related delays beyond our control.

 

b) Sale Items: Items purchased during sales are final.No returns, refunds, or exchanges are allowed on discounted or clearance items.

 

c) Refund Eligibility: Refunds are issued only if:

1. A product is verified as expired or wrong by our team.

2. An order is cancelled before dispatch.

3. An item becomes unavailable post-payment.

4. In exceptional cases that are considered for exchanges will become eligible for a refund. 

d) Refund Process: Issued via Bank Transfer or UPI. Please allow up to 14 business days for processing.

d.i) Shipping Refunds:Shipping charges are non-refundable once an order has been processed.

 

 

 6. Manufacturing Defect Policy (Sealed Products)

a) Probiotic Tubes:Breakage or leakage of tubes is considered a manufacturing issue and is not the responsibility of CTC. Resolution is at CTC's sole discretion.

b) Powder/Pellet Products:For issues involving internal composition (texture, smell, clumping) of a factory-sealed unit:

b.i) CTC will consult the manufacturer for an investigation.

b.ii) The manufacturer’s assessment is final. CTC will execute the resolution based solely on their findings.

 

7. Order Cancellation

a) Orders may be cancelled only before dispatch. Once packed or shipped, orders are considered final and cannot be altered or cancelled.

b) Requests to reduce quantities or remove items after an order is placed will not be entertained.

 

8. Conduct & Responsibility:-

a) Zero Tolerance Policy:Abuse or rudeness towards any employee during discussions will lead to the immediate termination of service and permanent blacklisting.

b) Emergency Disclaimer: We are NOT RESPONSIBLE for the loss of life or health of a pet due to shipping delays. Pet guardians must maintain emergency stocks. Last-minute orders with requests to offer express shipping will not be prioritized.

 

9. Contact & Support

WhatsApp: +91-6296931213 

Email: cateringtocritters@gmail.com

Working Hours: Monday – Friday| 11:00 AM – 7:00 PM IST

Saturday:- 11:00am - 4:00pm 

 

By placing an order, you acknowledge that you have read, understood, and agreed to the above terms.