Shipping, Exchange & Return Policy

Catering To Critters – Premium Nutrition & Care for Small Animals

1. Shipping Policy

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

Dispatch Timeline

·       Orders are dispatched within 2–5 business days from the date of order placement.

·       Orders placed before 12:00 PM IST (Monday–Saturday) are typically dispatched the same day.

·       Orders placed after 12:00 PM IST are dispatched on the next business day.

·       No dispatches are made on Sundays or public holidays.

Courier Partners

We ship using reliable partners:

·       Delhivery

·       DTDC

·       Shiprocket (aggregated service)

Shipping Charges

·       Charges are based on actual weight, volumetric size, and destination.

·       Shipping cost is automatically calculated at checkout.

·       Free shipping is offered on prepaid orders above a threshold value, as mentioned on the website or product page.

Same-Day Delivery (Kolkata Only)

·       Available via Porter in select areas.

·       Must be requested in advance and is subject to availability.

·       The full delivery fee is to be paid by the customer directly to the Porter agent.

Store Pickup

·       Customers may opt for pickup from our Kolkata location, strictly by prior appointment.

·       Walk-ins or unscheduled pickups are not permitted.

2. Packaging

All products are carefully packed using:

·       Bubble wrap, paper fillers, and corrugated cardboard boxes.

·       If special packaging instructions or personal notes are required, customers must inform us before dispatch.

3. Holding & Payment Policy

·       Full payment is required at the time of placing the order.

·       We do not hold or reserve stock without advance payment.

·       From time to time, pre-bookings are accepted for select items. These are fulfilled as per stated timelines.

·       We currently do not offer EMI, partial payments, or COD options.

4. Invoicing & GST

·       GST-compliant invoices are issued for all purchases and shared via email, WhatsApp, or other digital channels.

·       GST is applicable on all products and services. This cannot be removed, waived, or negotiated under any circumstances.

5. Exchange Policy

We accept exchanges only under specific conditions.

Accepted Cases

·       Product received is expired, damaged, or incorrect, and issue is reported within 48 hours of delivery.

·       The item is unopened, unused, and returned in original packaging.

·       Valid photo/video proof is submitted, including an unboxing video, if requested.

Non-Eligible Exchange Cases

·       Disliking the product

·       Finding the product cheaper elsewhere

·       Claims based on change of mind or non-emergency dissatisfaction

To request an exchange, email cateringtocritters@gmail.com or WhatsApp +91-6296931213 with your Order ID and evidence. After internal review, we may issue a replacement or store credit.

6. Returns & Refunds

Due to the nature of our products, we do not accept returns under the following circumstances:

·       Change of mind

·       Pet not liking the product

·       Courier-related delays beyond our control

Refunds will be issued only if:

·       A product is expired, damaged, or wrong, and our team verifies the issue.

·       An order is cancelled before dispatch.

·       An item becomes unavailable post-payment.

Refunds are processed within 5–7 business days through the original payment method or as store credit.

7. Order Cancellation

·       Orders may be cancelled only before dispatch. Once shipped or packed, orders cannot be cancelled or altered.

·       If an item from a multi-item order is out of stock, the available items will be shipped, and the out-of-stock item will be refunded.

·       Requests to reduce order quantity or remove items after placing the order will not be entertained.

·       Once placed, an order is considered final. Changes are not allowed.

·       Refunds, where applicable, will be issued either as store credit or bank transfer, at our discretion.

8. Manufacturing Defect Policy

a. Probiotic Tubes (e.g., Benebac, Fibreplex etc)

·       Breakage, leakage, or packaging issues are considered manufacturing defects.

·       Such defects are not the responsibility of CTC.

·       Refunds or exchanges, if any, will be offered solely at CTC’s discretion, after internal assessment.

b. Powder-Based Products (e.g., Critical Care , Pellets, Supplement)

·       As long as the seal is intact, any issue with the product’s content (unusual texture, smell, clumping) will be considered a potential manufacturing defect.

·       CTC will raise the concern with the manufacturer, and await their feedback before processing a refund or exchange.

·       CTC is not responsible for delays in manufacturer resolution.

9. Expiry Date & Clearance Policy

·       Products nearing expiry (within 1–2 months) may be marked as “Clearance” items.

·       Customers must check expiry dates before purchasing. Complaints regarding expiry will not be entertained after order placement.

·       Products close to expiry are safe for consumption and meet global safety and nutrition standards.

·       Buying a clearance product confirms your acceptance of its condition and expiry.

10. Refusal of Service

We reserve the right to permanently refuse service to individuals or entities in the following cases:

·       Verbal abuse, harassment, or badmouthing our staff online or offline

·       Unreasonable demands, including expectations of faster-than-promised delivery

·       Repeated arguments, false claims, or threats

·       Insisting on immediate shipping despite clearly communicated timelines

11. Emergency Responsibility Disclaimer

We are not liable for the loss of life or health of your pet due to:

·       Delayed shipments, courier issues, or dispatch schedules

Pet guardians are expected to maintain emergency stocks in advance.
Last-minute orders made with threats or urgent demands will not be prioritized and may result in account suspension.
Claims of negligence due to lack of preparedness will be considered a policy violation.

12. Fraud & Security

To protect our genuine customers:

·       We monitor and block fraudulent orders and suspicious patterns using internal tools.

·       Use of stolen payment methods or false claims will be reported to authorities.

·       Individuals with repeated offenses or attempts to abuse our services will be blacklisted permanently.

13. Policy Changes

Catering To Critters reserves the right to modify, update, or discontinue any policy or section without prior notice.
The latest version will always be available on our official platforms.

14. Contact & Support

For any queries related to shipping, exchange, or support:

·       Email: cateringtocritters@gmail.com

·       WhatsApp: +91-6296931213

·       Working Hours: Monday to Saturday, 11:00 AM – 7:00 PM IST

This policy ensures fair, transparent, and professional dealings for all our customers. By placing an order, you acknowledge that you have read, understood, and agreed to the above terms.