Shipping & Delivery Policy

 

At FurrMate we are committed to delivering fresh, healthy, plant-based nutrition to your furry companions quickly, safely, and reliably. Please review the details below to understand how shipping, handling, and delivery work across India.

Shipping Locations

We currently ship to all serviceable pin codes across India through our trusted courier partners.

If your pin code is non-serviceable or falls outside standard delivery routes, please contact us at team.furrmate@gmail.com — we’ll do our best to arrange a special dispatch.

Order Processing Time

  • All orders are processed within 1–2 business days.
  • Orders placed on Sundays or public holidays are processed the next working day.
  • Once processed, you will receive an order confirmation mail along with your tracking details via SMS or email.

Delivery Time

Delivery within 3–7 business days, depending on your location.

Express Delivery (if available):

Delivery within 1–3 business days, with an additional fee.

Please note: Delivery timelines may be affected by unforeseen factors such as weather conditions, festivals, operational delays from courier partners, or remote location constraints. We appreciate your patience and understanding in such cases.

Shipping Charges

  • Free Shipping: Orders above ₹439
  • Standard Shipping Fee: ₹99 for orders below ₹439

These charges help us ensure safe packaging, faster dispatch, and reliable delivery.

Tracking Your Order

Once dispatched, you will receive a tracking link. You can monitor:

  • Real-time status
  • Expected delivery date
  • Each stage of movement until delivery

If you face any issues tracking your order, simply email us at team.furrmate@gmail.com and we’ll assist you promptly.

Returns & Replacement Policy

At Furrmate, we maintain the highest standards of quality and safety. As our products are food items, we do not accept returns once an order has been delivered.

However, in the rare case of an issue, we offer replacements only under the following conditions:

Eligible for Replacement:

  • Damaged Packaging
  • Incorrect Product Delivered
  • Missing Items in the Order

Mandatory Requirement for Claim

To process any replacement request, customers must provide an unedited opening video that clearly shows:

  • The sealed package before opening
  • Shipping label visible and intact
  • The entire unboxing process in one continuous video
  • The issue (damage/incorrect item/missing item) clearly visible in the same video

Claims without an opening video meeting the above criteria will not be accepted.

Reporting Timeframe

All issues must be reported within 24 hours of delivery by emailing us at team.furrmate@gmail.com with:

  • The opening video
  • Order ID
  • Photos (optional but helpful)

Unsuccessful Delivery Attempts

Our courier partners attempt delivery two times.
If both attempts fail due to customer unavailability, phone not reachable, or refusal to accept:

  • The package is returned to us
  • Re-shipping charges will apply for re-dispatch
  • Refunds are not applicable for non-acceptance

We request customers to keep their phone available and ensure someone is present at the delivery address.

Contact Us

For any shipping, tracking, or delivery-related assistance, feel free to connect with us:

Email: team.furrmate@gmail.com
Chat Support: Available 9 AM – 5 PM on our website.