Frequently Asked Questions
How do I check the status of my order?
You can track the status of your order in real time by entering your order information on the My Orders Status option.
Do you provide tracking information?
Yes, you will receive an email once your order ships which contain your tracking information. Normally it takes minimum 1-2 business days to process any order.
How long does standard delivery take?
For any item shipped from our warehouse in the India, it only needs 6 - 7 business days to arrive (Standard Shipping).
I've placed order with multiple items; can I combine them into one package?
Since we have several different warehouses in India & worldwide, not all items are stored in one place. When you order multiple items at a time, we may combine some items or each item will be shipped out separately so you will probably receive one item before the next. Don't panic if you don't receive all of your items at once; you will get it soon.
I've put a wrong shipping address and/or picked a wrong size/variant! Can I change it?
If this happens to you, contact us here as soon as possible, and we might be able to take care of it. However, we can't guarantee anything in this case, as all of our items are usually processed immediately after you order and ship out mostly on the same day or the day after.
How secure is my personal information?
petsgonuts adheres to highest industry standards in order to protect your personal information with the best security solutions.
Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the Internet for processing payments safely.
Your credit card information is only available to Payumoney/Citrus/PayPal in order to complete the requested transaction and is not subsequently stored.
My tracking says “no information available at the moment”
For some shipping companies, it takes 2-3 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
What are other shipping exceptions?
Delayed delivery - in rare instances, packages may take longer than the stated expected time frame. Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en route and we seek your understanding and patience should this occur.
Processing Time VS Shipping Time
Please note that processing time (1-3 business days) is different from shipping time and should be added to the total time of delivery. Orders generally take 1-3 business days to be fully processed (checked, packed, forwarded to logistics and sent forth to the post office).
After your order has been processed, your package will then be picked up by our shipping company for dispatch.
Canceling An Order
Once an order is placed, we will not be able to cancel or change the shipping address as your order might have already processed.
We are not responsible for any packages returned to us as refused, unclaimed, undelivered, or because of an incorrect or insufficient address.
In some instances, an order may be split into different packages for any of the following reasons:
- Certain items may be on back order
- Weight restrictions for regular shipping imposed by the logistics partner/post office
- Different designers/warehouse location (we work with multiple warehouses to bring you the best selection at affordable prices).
How do you make sure if the item selected by me is correct?
After we receive your order, it is checked by the logistics manager.
I haven't yet received a confirmation email about my order.
If you haven’t received a shipping confirmation email after 48 hours or 2 business days of making your order, please contact our Support team to help you track and confirm your order.
Can I change my order if I have changed my mind?
Can I have more clarity on the shipment delivery timelines?
Please check the mode of delivery selected while placing the order.
The product doesn’t fit my pet. I need to change the size, can I do it?
What payment methods do you accept?
We accept payment via "Debit/Credit Card" and by "Cash on Delivery" at the time of the delivery of the product. However, COD mode of payment has a convenience charge (Rs. 50) associated with it on orders below Rs. 2000.