Shipping policy
Shipping & Delivery Policy
Cuddle Paws Co Private Limited
Overview
Cuddle Paws Co Private Limited operates a pet store and online platform at www.cuddle-paws.in, serving pet owners in Hyderabad and across Telangana and Andhra Pradesh. We offer two delivery tiers: a quick local delivery service within Hyderabad, and standard state-level shipping across Telangana and Andhra Pradesh.
We currently do not ship to any location outside of Telangana and Andhra Pradesh. Orders placed from addresses outside our serviceable area will be cancelled and refunded in full.
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.
Quick delivery — Hyderabad
Our quick delivery service is available exclusively to customers within serviceable pin codes in Hyderabad, Telangana. This is our flagship local service, designed to get your pet's essentials to you fast.
Delivery promise
Orders placed during operating hours within an eligible Hyderabad pin code will be delivered within 60 to 90 minutes of order confirmation and successful payment. This timeline begins from the point of order confirmation, not from the time of payment initiation.
The 60–90 minute timeline is 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 quick delivery.
Operating hours
Service area
Quick delivery is available within select pin codes in Hyderabad. Coverage is subject to change. Use the "Check Delivery" tool on the product page to verify whether your pin code is currently eligible. Areas outside verified Hyderabad coverage zones will default to state shipping timelines.
Stock and availability
Quick delivery is subject to real-time stock availability at our Gachibowli store. If a product in your order is unavailable for immediate dispatch, we will notify you within 30 minutes of order placement and offer you the option to wait for state shipping, substitute the item, or receive a full refund for the unavailable item.
State shipping — Telangana & Andhra Pradesh
For customers located outside Hyderabad but within Telangana or Andhra Pradesh, we offer standard state-level shipping through our logistics partner network.
Delivery timeline
Coverage area
We ship to all major cities and towns across the following states:
Use the "Check Delivery" tool on the product page to confirm serviceability for your specific pin code. Serviceability is subject to change without notice.
Important notes
- Business days exclude Sundays and public holidays declared by the Government of Telangana or Andhra Pradesh.
- Orders placed after 2:00 PM on a business day will be processed on the following business day.
- We reserve the right to temporarily restrict delivery to certain areas during civic events, floods, or other disruptions, without prior notice.
Shipping fees
Shipping fees are calculated at checkout based on your order value and delivery tier. The fees displayed at checkout are final — there are no additional handling, packing, or processing charges added after checkout.
| Delivery tier | Order value | Shipping fee |
|---|---|---|
| Quick delivery — Hyderabad | ₹799 and above | FREE |
| Quick delivery — Hyderabad | Below ₹799 | ₹49 flat fee |
| State shipping — Telangana & AP | ₹999 and above | FREE |
| State shipping — Telangana & AP | Below ₹999 | ₹79 flat fee |
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.
Prescription & medicine orders
Orders that include prescription medicines are subject to additional processing steps before dispatch, regardless of the delivery tier selected.
- 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 process typically adds 15–30 minutes to the order processing time for quick delivery orders, and up to 1 additional business day for state shipping orders.
- 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 eligible for quick delivery in all cases. If the prescription cannot be verified before the quick delivery cutoff, the order will be fulfilled via next-day delivery or state shipping as applicable.
- 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.
Order tracking
Once your order is dispatched, you will receive a unique shipment tracking number via SMS, WhatsApp, and email. You can use this tracking number to monitor the real-time status and estimated delivery time of your order through our Platform or through the logistics partner's tracking portal.
For quick delivery orders within Hyderabad, live rider tracking may be available through the Platform during the delivery window.
If you do not receive a tracking notification within 2 hours of order confirmation (for quick delivery) or within 1 business day of order placement (for state shipping), please contact us at info@cuddle-paws.com.
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 to you 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.
Liability and disclaimers
Cuddle Paws partners with third-party logistics providers to fulfil deliveries. While we take care in selecting our logistics partners, 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 but not limited to 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 quick 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.
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. We will endeavour to communicate material changes via email or a notice 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.
Contact us
For all shipping and delivery enquiries, including missing orders, delayed deliveries, or tracking issues, please contact our customer support team.