Shipping & Delivery

2.1 Order processing

Orders are processed after acceptance and successful payment, or confirmation of an approved alternative payment method.

Dispatch times shown on the Platform are estimates unless expressly stated otherwise.

2.2 Delivery address

Users must provide a complete and accurate delivery address, contact number and other required information.

PetMitra may contact the User to clarify an incomplete address or delivery instruction.

2.3 Delivery partners

PetMitra may use third-party logistics providers. Delivery timelines may be affected by weather, transport disruptions, serviceability, strikes, government restrictions or other operational circumstances.

2.4 Delayed or failed delivery

Users should contact PetMitra if an order is not delivered within the communicated timeframe.

Where an order cannot be fulfilled, PetMitra shall provide an appropriate resolution, including cancellation and refund where applicable.

2.5 Incorrect delivery status

If tracking indicates delivery but the User has not received the order, the User should notify PetMitra promptly so that the matter can be investigated.

2.6 Risk and responsibility

Delivery disputes and responsibility shall be determined according to the actual circumstances, the transaction terms and applicable law. This policy does not automatically transfer all delivery risk to the customer upon dispatch.