How can we help?
Find answers to your questions about orders, pet care, and your account. Can't find what you're looking for?
Business Hours
Email support: Available 24/7
Phone support: Monday to Friday, 10 AM - 6 PM IST
Live chat: Weekdays 10 AM - 6 PM IST (when team is available)
Frequently Asked Questions
Orders & Delivery
→How do I track my order?
You can track your order in real-time in the 'Orders' section of your account. We'll also send you email and SMS updates at each stage.
→What are the delivery timelines?
Delivery depends on your pincode. Use the delivery checker during checkout to see estimated delivery dates. Most locations receive orders within 2-5 days.
→Do you deliver to my area?
Enter your pincode during checkout to check serviceability. We cover major Indian cities and are expanding constantly.
→Can I change my delivery address?
You can update the delivery address before your order ships. Contact support immediately if the order has already dispatched.
Returns & Refunds
→How do I return a product?
Go to Orders → select the item → click Return. We'll provide a prepaid return label. Once we receive and verify the item, your refund is processed.
→How long does a refund take?
Refunds typically appear in your original payment method within 5-7 business days after we verify the returned item.
→Can I return opened/used products?
Food and health products must be unused and in original packaging. Damaged items can be reported immediately with photos.
Pet Profiles & Recommendations
→Why should I create a pet profile?
Pet profiles help us recommend products tailored to your pet's age, size, and health status. You'll also get reminders for repeat essentials and dietary alerts.
→How do recommendations work?
We match your pet's profile against veterinary guidelines (WSAVA/AAHA) to suggest appropriate products. You can always accept or skip recommendations.
→Can I add multiple pets?
Yes! Create separate profiles for each pet. Your account remembers preferences for each one, making shopping faster.
Subscriptions & Repeat Orders
→What is 'Subscribe & Save'?
Subscriptions let you schedule repeat deliveries of essentials (food, litter, treats) at your preferred frequency. Skip or cancel anytime—no lock-in.
→How do I pause or cancel a subscription?
Go to your Account → Subscriptions. You can skip a delivery, change frequency, or cancel immediately. No cancellation fees or penalties.
→Can I modify subscription items?
Yes! You can change quantities, frequency, or items before the next delivery ships. Changes take effect on the next scheduled order.
Account & Security
→Is my payment information secure?
All payments are processed through Razorpay, a PCI-DSS compliant payment gateway. We never store full card details.
→How do I reset my password?
Click 'Forgot Password' on the login page. We'll send you a secure link via email to reset your password.
→Can I use multiple payment methods?
Yes! We support UPI, cards, net banking, digital wallets, and cash on delivery (COD). Choose at checkout.
Still need help?
Our support team is ready to help. Reach out via email or phone, and we'll get back to you as soon as possible.
For emergency pet care issues, please consult a veterinarian. PetShopIndia support is for order and account assistance only.