Welcome to Pawz Natura – your trusted Indian pet care brand for premium pet shampoos, perfumes, sprays, and balm. Our delivery system is built on speed, security, and simplicity, ensuring every pet product reaches your doorstep in excellent condition.
🚚 Order Processing & Delivery Timeline
At Pawz Natura, we process orders within 3–36 hours of placement. Once dispatched, delivery typically takes:
- 2–7 working days in metro and major cities
- 4–15 working days for towns, villages, and remote locations
✅ Order confirmation and tracking details will be sent to your email/SMS shortly after your purchase.
We use Shiprocket, India’s leading logistics platform, to connect with top courier partners.
📦 Shipping Based on Parcel Type
We adhere to Indian logistics regulations for all shipments.
Light Parcels (Under 500g)
- Mode: Air shipping / Surface shipping
- ETA: 2–7 business days
Heavy, Liquid, or Dimensional Parcels (500g+)
- Mode: Surface shipping only
- ETA: 4–15 business days
⚠️ All liquids and heavy items are shipped by surface only, as per Indian transport norms.
If you’re purchasing time-sensitive or treatment-related pet products, contact our support before placing the order.
🎥 Mandatory Unboxing Video for Returns/Refunds
To claim a return, exchange, or refund, a clear unboxing video is mandatory. This ensures we verify claims accurately and resolve your issue promptly.
Unboxing Video Guidelines:
- Start recording before cutting the seal
- Ensure clear visibility and full product view
- Do not edit, pause, or fast-forward the footage
- Keep packaging & product intact until issue resolution
Without this video, no return/refund requests can be entertained.
🔍 Track Your Order Easily
Once dispatched:
- You’ll receive a tracking ID via email/SMS
- Click the tracking link or visit the “My Orders” page
- For delays, we proactively inform you via your registered contact
📦 Packaging, Courier, and Invoice Details
- All shipments include a tax-compliant invoice with price declarations
- Orders are shipped through reputed courier partners selected automatically via Shiprocket
- Customers cannot select specific courier services
❌ Cancellation After Shipping
Once your order is shipped, it cannot be cancelled. Kindly ensure correctness before finalizing the order.
🔄 Partial Shipments
While we try to ship your full order together, some products may be dispatched separately due to:
- Product type (e.g., liquids shipped separately)
- Stock availability
You will be notified and provided with separate tracking IDs for each shipment if this occurs.
⚠️ Delivery Exceptions
Possible Delays
Delays may happen due to:
- Weather issues
- Natural calamities
- Regional disruptions
- Incorrect delivery info
In such cases, you’ll be updated on expected delivery dates.
Missed Delivery Attempts
Our courier partners typically attempt delivery more than once. If you miss both attempts:
- Your package may be held or Returned to Origin (RTO)
- RTO is chargeable to the customer
Please ensure you are available to receive the delivery or provide alternate delivery instructions in advance.
📬 RTO – Return to Origin Policy
If a parcel is returned to us due to:
- Unreachable address
- Incorrect phone number
- Unavailability at delivery time
Then:
- We deduct RTO charges from any refund issued
- You may be asked to re-confirm your details for re-dispatch
We are not responsible for failed deliveries due to inaccurate information.
🛑 Delivery Issues & Resolution Process
| Issue |
Action Required |
| Tampered or opened package |
Refuse delivery, report to info@pawznatura.com with unboxing video |
| Damaged or expired product |
Email us within 24 hours with video and image proof |
| Wrong item received |
Contact support with clear unboxing video |
| Delivery attempt failed |
Contact us for a redelivery request |
Resolution Timeframe:
- 1–7 working days for most complaints
- 4–12 working days for expired or critical cases
📦 Non-Delivery & Refunds
If we are unable to deliver your product(s) within 7 working days, the following steps apply:
- Unshipped items will be cancelled automatically
- A refund for the unshipped portion will be initiated to the original payment method
📌 FAQs – Shipping & Delivery
Q1. How to check if delivery is available in my location?
We deliver across PAN India. Unsure? Contact our WhatsApp support (10 AM – 8 PM, 7 days a week).
Q2. Which courier company will deliver my product?
We use multiple partners via Shiprocket. The courier name is shared post-dispatch via SMS/email.
Q3. What if I missed the delivery?
The courier will try again. If you continue to be unavailable, contact us immediately.
Q4. My package was tampered or damaged. What now?
Refuse delivery and report immediately with unboxing video and images at info@pawznatura.com.
Q5. Are there hidden charges?
No. All prices shown are inclusive of taxes and fees.
📞 Customer Support
Have more questions?
🔐 Legal Compliance
All orders and payment processes follow the latest Indian eCommerce laws, GST rules, and RBI payment guidelines. Your privacy and transaction security are a top priority.
Pawz Natura is committed to providing fast, safe, and honest delivery experiences. For smooth processing of returns or delivery complaints, ensure to follow the guidelines, especially submitting unboxing videos where required.
Pawz Natura Pet Care
