Frequently asked questions

We accept a wide range of payment options for your convenience:

• UPI – Google Pay, PhonePe, Paytm, and all UPI apps
• Credit & Debit Cards – Visa, Mastercard, RuPay
• Cash on Delivery – available for eligible Hyderabad orders
• In-store cash – at our Hyderabad shop

All online transactions are processed securely. Prices are in Indian Rupees (₹).

Yes. Outside Hyderabad we send by courier across India, and the courier's charge is shown at checkout for your pin code. Prescription medicines and some large items are delivered only in Hyderabad.

For orders within eligible Hyderabad pin codes, we deliver the same day when the order is placed by 4:30 PM. Real-world conditions like traffic or high order volumes may sometimes cause delays.

Same-day delivery in Hyderabad runs from 10:00 AM to 6:00 PM daily. Orders placed after 4:30 PM will be delivered the next day by 12:00 PM.

In Hyderabad, delivery is free on orders of ₹799 and above and ₹49 below that. Outside Hyderabad it is the courier's charge for your parcel's weight and pin code, shown at checkout before you pay. There are no other charges.

We email you when your order is confirmed and when it is on its way, with a tracking number and link when there is one. If your order has not arrived by the time it was due, message us on WhatsApp.

If delivery was attempted but unsuccessful, a second attempt will be made at no extra charge. If both attempts fail, the order is returned to us. For prepaid orders, we will refund the product value — original shipping fees are non-refundable. Please email info@cuddle-paws.com to report a non-delivery.

Yes, until your order is packed: open the order in your account and choose to cancel it, or message us on WhatsApp. Once it is packed it can no longer be cancelled; after delivery you can return it if the item can be returned.

See our Refund policy for how long you have to raise a return request. Items must be unused, in original packaging, with all tags intact.

The following cannot be returned: dry food, cat litter and litter supplies, beds and mats, carriers, and medicines and supplements. Everything else can be returned if it is unopened. Prescription medicines are non-returnable in all circumstances.

See our Refund policy.

Open the order in your account and choose the item to return, or email info@cuddle-paws.com with your order number, the item name, the reason and clear photos. We reply within 2 business days. Please do not send the item back before we have approved the return.

Report damage within 48 hours of delivery (24 hours for perishables like wet food). Email info@cuddle-paws.com with your order number, photos of the damage, and the condition of the outer packaging. Claims raised after the window cannot be accepted.

Once we receive and inspect the returned item, we will notify you of the outcome. Approved refunds are credited to your original payment method. Credit/debit card refunds take 5–10 business days; UPI/wallet refunds take 2–5 business days. Shipping fees are non-refundable unless the return is due to our error.

Yes. We stock both over-the-counter and prescription veterinary medicines, and we hold all required licences under Indian law. All prescription medicines are dispensed by a registered pharmacist. After you order, we ask you for a photo or PDF of a valid prescription from a registered veterinarian, and we pack the medicine once it has been checked.

After you place your order, send a clear photo or PDF of your vet’s prescription from the order confirmation page, from the order in your account, or from your order email. Our pharmacist will review it. If it is not valid or legible, we will contact you, and we do not pack the medicine until a valid prescription is provided.

Substitution is only allowed if your prescription includes the phrase “Allow substitution” or specifies the active molecule rather than a brand name. In all other cases, no substitution will be made without your explicit consent and a new prescription from your vet.

No. All product descriptions and drug information on our Platform are for general reference only. They do not constitute veterinary advice or medical guidance. Always consult a registered veterinarian before giving your pet any medicine or supplement.

Not at the moment. For emergencies or ongoing treatment, please consult your local vet.

Our shop is at St. Mary's School Rd, Laxmi Nagar, Mozampura, SBH Colony, Vijaya Nagar Colony, Hyderabad 500057, open 10 am to 10 pm, every day. Our Gachibowli shop is open too, with grooming, boarding and day care, 10 am to 10 pm every day; its vet clinic is not running at the moment.

Yes, grooming services are available at our Hyderabad shop. You can book an appointment through our Platform or by contacting us at info@cuddle-paws.com.

Yes, boarding is available at our store. Please reach out to us in advance to check availability and book a slot. Your pet’s name, breed, age, and any dietary or medical notes will be required at the time of booking.

Not at the moment. Our vet clinic at the Gachibowli shop is not running at the moment.

You can browse and shop without an account for most products. However, an account is recommended as it allows you to track orders, manage returns, and store your pet’s profile for faster future checkouts.

Log in and go to your Account Settings to update your name, email, address, or delivery preferences. If you face any issues, email info@cuddle-paws.com and we will assist you.

Click “Unsubscribe” in any marketing email, or email info@cuddle-paws.com requesting removal. You will still receive transactional messages like order confirmations and delivery updates.

Email info@cuddle-paws.com with your account email and a request to delete your data. We will process your request in accordance with our Privacy Policy. Note that some information may be retained for legal and accounting purposes.