Order Status

Answer

It is pretty simple. It can be done through the "My Order" Section till the order is shipped. A small edit icon on the order detail screen enables you to input your changes. But yes, you cannot change the address or phone number once the order is shipped.

Answer

Please go to the “My Orders” tab in your “My Account” page and you can instantly see the status of a specific order and all your past orders too.

Once the order is shipped, you shall be able to see a “Track” button which will help you know better where exactly your order is, so that you know when you will be able to pamper your pet:

In case you had placed the order as a guest, need not worry. You can Sign-up or Sign-in using the email through which you have placed the order. You can track the order through the steps mentioned above.

If your order has been shipped and you are still not able to know the order status through tracking link, please check after a while as sometimes our shipping partners take a tad bit longer in updating the details.

Last but not least, we are just a call away.

Answer

You can track all your orders, current as well as historical from the “My Order” option in the menu. In case the most recent order placed is still not visible after successful payment, please do not worry, please check again after about 15 minutes. And if you are still facing an issue, please feel free to call us.


Cancellations And Refunds

Answer

Yes, you can. If you have placed the order as a guest, Sign-up or Sign-in with the email that you have used while placing an order and you can then track/cancel order through "My Order" section.

In such cases, the order will be cancelled and the money will be refunded to you within 48 business hours after the cancellation request.

Answer

No, that would be a bit tricky.

Returns and Refunds

Answer

Returns will be accepted only for the following categories:

Collars, Leashes, Jackets, Socks and any other apparel where we understand that size could have been an issue.

No Returns will be accepted in the categories of Consumables such as Food as we understand that the Pet parent has made an informed choice. Yes, if the package is damaged, in that case, we cannot risk the health of your lovely pet and hence would be happy to accept a return and refund your money. Since we operate through our own warehouses, we ensure that no defective product gets shipped but in the eventuality that we have an error, will be happy to refund.

But we would want you to notify us via email at care@petsutra.com within 3 business days post order delivery and we will get back to you.

Also, in certain exceptions such as Toys, it may be possible that your Pet is an aggressive chewer. Please pick the right product, as a toy meant for a small breed would easily be ripped apart by a large breed

Answer

You can either email us at care@petsutra.com with the Order ID and reason for return. Alternatively, you can Submit A Request on the Help page with details of your order. But please remember to do so within 3 business days from the order delivery date.

Answer

You shall be refunded your amount within 7 business days from the refunded article reaching us back. The refund will either be through net banking transaction or through PetSutra discount coupon codes for your subsequent purchases.

Answer

Of course you can as long as a product belongs to the category in which refunds are allowed.