FAQs

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 orders
• In-store cash – at our Gachibowli, Hyderabad location

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

We currently ship only within Telangana and Andhra Pradesh. We do not deliver to any other state. If you are outside this area, your order will be cancelled and fully refunded.

For orders within eligible Hyderabad pin codes, we aim to deliver within 60–90 minutes. This is a target, not a guarantee — real-world conditions like traffic or high order volumes may sometimes cause delays. Last order for quick delivery must be placed by 6:30 PM.

Quick delivery in Hyderabad runs from 10:00 AM to 8:00 PM daily. Orders placed after 6:30 PM will be delivered the next day by 12:00 PM. For Telangana and AP shipping, orders placed before 2:00 PM are processed the same business day.

Quick delivery in Hyderabad is free for orders above ₹599. Below that, shipping fee varies based on your Pin Code. For Telangana & AP state shipping, orders above ₹999 are free. Below that, shipping fee varies based on your Pin Code. No hidden charges — what you see at checkout is final.

Once dispatched, you will receive a tracking number via SMS, WhatsApp, or email. Use it to track your order on our Platform or the logistics partner’s app. For quick delivery in Hyderabad, live rider tracking may be available through our Platform.

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 emailinfo@cuddle-paws.comto report a non-delivery.

You can cancel before your order is dispatched. Once dispatched, cancellation is not possible — you can initiate a return after delivery (if eligible). Emailinfo@cuddle-paws.comas soon as possible if you need to cancel.

You have 7 calendar days from the date of delivery to raise a return request. Requests after this window will not be accepted. Items must be unused, in original packaging, with all tags intact.

The following are non-returnable: pet food and treats, health and wellness products, medicines and supplements, cat litter, bedding and travel supplies, pet furniture, opened grooming products, and sale or gift card items. Prescription medicines are non-returnable in all circumstances.

Email info@cuddle-paws.com with your order number, the item name, reason for return, and clear photos. We will review and respond within 2 business days. Do not ship the item back before receiving written approval from us — unapproved returns will be refused.

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. You must upload a valid prescription from a registered veterinarian at the time of ordering.

Upload a clear scan or photo of your veterinarian’s prescription when placing your order. Our pharmacist will review it. If it is not valid or legible, we will contact you and the order will be placed on hold 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.

Yes. We facilitate connections with registered veterinary consultants through our Platform. Note that teleconsultation is not a substitute for emergency care or in-person examination. Always consult your local vet for emergencies or ongoing treatments.

Our store is at West Side Shopping Mall, Indira Nagar, Gachibowli, Hyderabad, Telangana. We serve the Gachibowli and HITEC City corridor.

Yes, grooming services are available at our Gachibowli store. 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.

Yes, visiting veterinary consultations are available at our store on scheduled days. Contact us to check availability and book an appointment for your pet.

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.