Shipping policy
Shipping & Delivery Policy
Cuddle Paws Co Private Limited
Effective: October 2026 | Version 2.0 | Gachibowli, Hyderabad
Delivery at a glance
Same-day delivery: order by 4:30 PM | Hyderabad only
Delivered between 10 AM and 6 PM
Orders after 4:30 PM: next day by 12 PM
Outside Hyderabad: by courier, at the courier's charge shown at checkout. Delivery time depends on the courier.
Contents
- Overview
- Same-day delivery in Hyderabad
- Delivery charges
- Prescription & medicine orders
- Order updates
- Failed and undeliverable orders
- Liability and disclaimers
- Changes to this policy
- Contact us
1. Overview
Cuddle Paws Co Private Limited operates a pet store and online platform at www.cuddle-paws.in, serving pet owners in Hyderabad. We offer same-day delivery within Hyderabad.
Outside Hyderabad we send by courier. The website checks your pin code before you order, and an order for a pin code the courier does not serve cannot be placed.
All delivery timelines stated in this Policy are estimates made in good faith. They are not guaranteed and may be affected by factors outside our control, including logistics delays, weather, public holidays, civil disruptions, or unusually high order volumes. Cuddle Paws shall not be liable for delays beyond our reasonable control.
2. Same-day delivery in Hyderabad
Same-day delivery is available to customers within serviceable pin codes in Hyderabad, Telangana.
Delivery promise
Orders placed by 4:30 PM for an eligible Hyderabad pin code are delivered the same day, between 10 AM and 6 PM. Orders placed after 4:30 PM are delivered the next day by 12 PM. This timeline begins from the point of order confirmation and successful payment, not from the time of payment initiation.
These timelines are a target, not a binding guarantee. Real-world conditions including traffic, high order volume, rider availability, or weather may affect delivery times. Cuddle Paws is not liable for delays or any consequential loss arising from a delayed delivery.
Service area
We deliver to pin codes in Hyderabad. Coverage is subject to change. Use the pin code checker on the website to see whether we deliver to you.
Stock and availability
Same-day delivery is subject to stock availability at our store. If a product in your order is unavailable for dispatch, we will contact you and offer you the option to wait, substitute the item, or receive a full refund for the unavailable item.
3. Delivery charges
The delivery charge is calculated at checkout based on your order value. The charge displayed at checkout is final: there are no additional handling, packing, or processing charges added after checkout.
- Orders ₹799 and above: FREE
- Orders below ₹799: ₹49 flat fee
Orders sent by courier outside Hyderabad are charged at the courier's price for the parcel's weight and your pin code. The charge shown at checkout is final.
Shipping fees are non-refundable on returned orders unless the return arises from an error on our part such as a wrong, damaged, or defective item dispatched by us. Please refer to our Return & Refund Policy for details.
4. Prescription & medicine orders
Orders that include prescription medicines are subject to additional processing steps before dispatch.
Prescription medicines are delivered only in Hyderabad.
- You must upload a valid prescription from a registered veterinary practitioner at the time of placing the order. Orders without a valid prescription will not be processed.
- Our registered pharmacist will review and approve the prescription. This verification adds time before dispatch.
- If the prescription is rejected or found to be invalid, we will notify you and the order will be cancelled with a full refund.
- Prescription medicine orders may not be delivered the same day in all cases. If the prescription cannot be verified before the 4:30 PM cut-off, the order will be delivered the next day.
- We reserve the right to decline or cancel any prescription medicine order at our sole discretion, including where there is any doubt about the authenticity or validity of the prescription.
Prescription medicines are non-returnable under any circumstances once dispensed. Please verify your prescription and confirm the correct product before placing your order.
5. Order updates
We tell you by email when your order is confirmed and when it is on its way.
If you have not heard from us by the time your delivery was due, please contact us at info@cuddle-paws.com.
6. Failed and undeliverable orders
Failed delivery attempts
If our delivery partner is unable to deliver your order due to no one being available to receive it, the delivery may be reattempted once at no additional charge. If the second delivery attempt also fails, the order will be returned to us. In such a case:
- For prepaid orders, a refund will be issued for the value of the products only. Original shipping fees are non-refundable.
- For cash-on-delivery orders, the order will be cancelled.
- Re-dispatch of the same order after two failed attempts is subject to an additional shipping fee.
Incorrect or incomplete address
You are responsible for providing an accurate and complete delivery address, including building name, floor, flat number, street name, landmark, city, and pin code. Cuddle Paws and our logistics partners are not liable for failed or delayed delivery arising from an incorrect, incomplete, or undeliverable address provided by you. No refund of shipping fees will be made in such cases.
Unserviceable pin codes
If, after an order is placed, we determine that the delivery address falls within a pin code we cannot service, we will notify you within 1 business day and offer a full refund. We are not liable for any loss or inconvenience arising from our inability to service a particular pin code.
Title and risk
Title and risk in all products ordered pass to you upon delivery of the order at the specified delivery address. Once our delivery partner obtains a delivery confirmation including a digital proof of delivery or photograph, responsibility for the products transfers to you.
7. Liability and disclaimers
Cuddle Paws partners with third-party logistics providers to fulfil deliveries. We are not liable for:
- Delays in delivery caused by our logistics partners, traffic, weather, or any other factor beyond our reasonable control
- Loss, theft, or damage to an order after delivery has been confirmed at the specified address
- Consequential losses arising from a delayed or failed delivery, including any harm to your pet arising from delayed receipt of food, medicine, or other supplies
- Delivery failures arising from incorrect, incomplete, or inaccessible delivery addresses
- Service disruptions during periods of civil unrest, natural disasters, epidemics, government-imposed restrictions, or other force majeure events
Our liability for any delivery-related claim is limited to the value of the products in the affected order and does not extend to shipping fees, consequential losses, or any other indirect damages.
We strongly advise against placing orders for urgent pet medication or critical supplies relying solely on our same-day delivery timeline. Always maintain a buffer stock of essential medicines for your pet. Cuddle Paws is not liable for any veterinary or health consequences arising from delayed delivery of medicines or food.
8. Changes to this policy
We reserve the right to update or amend this Policy at any time, including to modify delivery timelines, service areas, fees, and operating hours. Changes will be effective from the date of publication on the Platform. Your continued use of the Platform following any update constitutes your acceptance of the revised Policy.
Delivery timelines, fee thresholds, and service coverage listed in this Policy are subject to periodic revision. The version published on the Platform at the time of your order placement is the applicable version.
9. Contact us
For all shipping and delivery enquiries including missing orders, delayed deliveries, or tracking issues, please contact our customer support team.
Customer Support
Email: info@cuddle-paws.com
Address: West side Shopping mall, besides, Main road, Indira Nagar, Gachibowli, Hyderabad, Telangana 500032, India
Response time: 1–2 business days
Grievance Redressal Officer
Name: Shariq Khan
Email: shariq.khan@cuddle-paws.com
Cuddle Paws Co Private Limited | info@cuddle-paws.com | www.cuddle-paws.in
West side Shopping mall, besides, Main road, Indira Nagar, Gachibowli, Hyderabad, Telangana 500032, India | Version 2.0, October 2026