FAQs

Orders

I haven't yet received a confirmation email about my order.

We always aim to confirm your order ASAP. If you haven’t received a shipping confirmation email after 24 hours of making your order, please contact our Customer Service team to help you track and confirm your order. You can email our team at info@petsy.online

I'd like to place an order by phone, rather than online.

At this stage, we don’t take phone orders because our focus is on creating a superior online shopping experience for all. However, if you have any issues when placing an online order, please feel free to contact our Customer Service team at info@petsy.online, and they would be more than happy to assist you.

I’ve changed my mind about my purchase but have already checked-out. Can I change my order?

As soon as you change your mind, please contact our Customer Service team to find out if your order can be changed. Usually, if the item has not been confirmed for shipping we can change the order.

However, if your order has already been shipped, we would be happy to accept any exchanges. Please refer to our Returns Policy for more information.

Shipping and Delivery

What shipping charges can I expect to incur?

For orders below Rs 1000, there is a shipping fee of Rs 50 and it's absolutely free for orders above Rs 1000.

Do you offer Cash on Delivery?

Yes, we offer COD for purchases below Rs 2000. However, should you not accept the delivery or reject the delivery, we reserve the right to not serve you again.

To maintain social distancing norms at present, Cash on delivery is temporarily unavailable.

What locations do you ship to?

We know that pet lovers are all over the place, so we can ship to most areas pan India. Unfortunately, we don’t ship internationally yet.

How long will my delivery take?

The excitement of receiving a package knows no boundaries! That’s why at Petsy, we do our best to make sure you receive your delivery ASAP. Orders are usually dispatched within 24hrs Monday to Friday.

Orders within Mumbai will be delivered within 72 hours of placing the order and it takes upto 5-7 working days for orders to be delivered in other parts of India.

However, We are not liable for any delays in delivery by our courier partners but don’t worry, at Petsy we have your back and will help you track the parcel and keep you updated.

Returns, Refunds and Exchanges

I’ve received my order, but I want to return it. Can I receive a refund?

We don’t offer refunds, but you can get a store credit or exchange your purchase. This why customers shop with confidence at Pesty. We will be happy to exchange/offer store credit any items within 14 days of being purchased subject to the product and packaging being in its original unused condition and it is re-saleable by the time we receive it.

However, we do not offer exchanges or returns for products like personalised engraved identification tag or toys unless the item is faulty or damaged.

In the case of “change of mind” returns, the shipping/delivery charges will not be refundable and any costs incurred in returning the item to Petsy will be borne by you.

Please refer to our Returns Policy for more information.

I’ve received my order, but the product doesn’t fit my pet e.g. the collar is too small/large or the harness doesn’t fit.

We understand that sometimes a product may be different to what you had in mind, or the product may not be the right size or fit.

In any case, we will be happy to exchange/offer a store credit for the purchase price on any items within 14 days of being purchased subject to the product and packaging being in its original unused condition and it is re-saleable by the time we receive it. Please refer to our Returns Policy for more information.

Shop with ease of mind at Petsy because we’ve got your and your furry friend's back.

Faulty or damaged products

If the product is defective or damaged in transit, return the product within 14 days and we will either replace the product or provide a store credit for the purchase price (and delivery cost, if any). Please refer to our Returns Policy for more information.

If however, you return the product more than 14 days after purchase, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you.

In the case of damaged/faulty goods, any shipping/delivery charges borne by you, will be refunded by way of store credit (remember to retain your delivery invoice).

How do I initiate a return for my order?

  • 1. Please log onto our returns portal at https://returns.richcommerce.co/return/new?c=Petsy and log your return request.
  • 2. One of our Petsy Customer Service team member will contact you via email with instructions on how to get your item back to us and will provide you with a return shipping label.
  • 3. Pack up your item carefully, so it reaches us safely. At Petsy we value the environment around us and encourage you to re-use your Petsy packaging to send the package to us. However, if your furry friend was super excited and may have found his/her way into the jam packed goodies, then use a similar sized box. Following the instructions emailed to you, print or copy out your return shipping label and tape it to the front of the box.
  • 4. Once we have received your parcel, we will access the product and get back to you on the next steps within 2 working days of your return arriving back to us. We’ll keep you updated along the way.
  • 5. Please note that all store credit vouchers are valid for 1 month.

  • How long will the return take to process?

    We aim to make this process as easy as possible for you. Once we have received your parcel, we will access the product and get back to you accordingly within 2 working days of your return arriving back to us. Don’t worry we’ll keep you updated along the way. Please refer to our Returns Policy for more information.

    How will I receive my store credit?

    In the event that a store credit is awarded, this will be provided by way of a coupon code.

    The coupon code will not work with any other discount codes or bundles/combo deals applied and will only be valid for 1 month from the date of issue.

    Please note, when using your coupon code, please ensure that it is used in a single transaction as any left over amount would not carry forward.

    Petsy Perks

    How does Petsy Perks work?

    It’s super simple:

  • 1. Create a Petsy Account. On the homepage, simply click on the My Account icon on the top right corner. From there, it’s super easy – just follow the guidance on screen! By creating a Petsy Account, you are automatically enrolled for the Petsy Perks loyalty program. And guess what? You receive a 1000 points bonus on becoming a Petsy member.
  • 2. To earn Petsy Points, spending of 1 rupee = 1 point
  • 3. You’ll be notified when your Petsy Points are credited to your account and this can also be viewed from your Petsy dashboard.
  • 4. For every 2500 Petsy Points collected, you will receive a 100 INR voucher to spend instore.
  • Does it cost anything?

    Not at all. Our Petsy Perks program is designed purely for your benefit and your furry friends!

    How can I earn Petsy Points?

    • Earn 1000 Petsy Points for creating an account.
    • Earn Petsy Points on every purchase i.e. 1 INR spent = 1 Petsy Point

    Can a guest user earn and redeem Petsy Points?

    Unfortunately not. Petsy Perks is an exclusive program offered to members. You must be signed into your Petsy Account at the time of your purchase in order to enjoy the Perks and earn and redeem Petsy Points.

    How do I redeem my Petsy Points?

    For every 2500 Petsy Points collected, you will receive a 100 INR voucher to spend instore.

    Can I redeem my Petsy Points across a number of transactions?

    Your voucher has to be redeemed in a single transaction.

    Do I earn Petsy Points if I redeem a coupon or store voucher?

    No Petsy Points are earned on the value of coupons/store vouchers redeemed.

    How do I track my Petsy Points?

    You can track your Petsy Points via your Petsy account dashboard.

    When do my Petsy Points expire?

    Petsy Points have a validity of 12 months. But don’t worry, we’ll remind you 1 month before your points expire so you don’t miss out on your Petsy Perks

    What happens if I have an issue with Petsy account and/or Petsy Points?

    We’re here to help you. Contact us on perks@petsy.online with your issue and one of our friendly team members will get in touch with you.

    My Petsy Account and Refer a Friend

    Why should I sign up for a Petsy Account?

    For starters, you get automatically enrolled into our Petsy Perks loyalty program (you surely don’t want to miss out on those perks!). Other benefits include faster and streamlined checkout, saved address book, track your orders, manage your return requests and track your Petsy Perks, all via a simple to use dashboard.

    How do I sign up for my Petsy Account?

    On the homepage, simply click on the My Account icon on the top right corner. From there, it’s super easy – just follow the guidance on screen!

    What happens if I forgot my password?

    Simply click on the forgot password link when logging in, and we’ll send you instructions to reset your password.

    What if I have issues with logging in or creating an account?

    Just get in touch with us at info@petsy.online with your query or concern, and we’ll be sure to do our best to fix it!

    How do I refer a friend?

    On the bottom right corner of your screen there is a small icon for Petsy Perks. Click on there and the rest is easy to follow!

    What will my friend receive when I refer them?

    Your friend will receive a coupon code which will avail a Rs 250 discount store-wide on a min spend of Rs 1000. These benefits may change from time to time and will be clearly outlined in the email that is sent to your friend.

    What do I get for referring my friend?

    When your friend makes a purchase using your referral link, you'll get a Rs 250 voucher to spend storewide!

    Do I have a limit on how many friends I can refer?

    Absolutely not. Refer one, two or as many as you like! Go wild and spread the Petsy love.

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