Shipping policy

Shipping Policy

Effective Date: 1 April 2026

This Shipping Policy explains how Genpets processes, dispatches, and delivers orders placed through its website or other authorized sales channels.

1. Shipping Coverage

Genpets currently ships orders within India unless otherwise stated on the website, checkout page, or product listing.

Orders may be declined, delayed, or cancelled where delivery is not serviceable by logistics partners, where the shipping address is incomplete or inaccurate, or where unforeseen operational issues prevent fulfilment.

2. Order Processing and Dispatch

After an order is successfully placed and payment is confirmed, Genpets begins processing the order for dispatch.

Genpets generally dispatches orders within 5 to 7 business days from the date of order confirmation, unless a different timeline is mentioned on the website, during checkout, or in a product-specific notice.

During sale periods, holidays, high order volume, courier disruptions, weather events, or other unforeseen circumstances, dispatch and delivery may take longer than usual.

Business days exclude Sundays and public holidays unless otherwise communicated.

3. Shipping Charges

Shipping charges, if any, will be displayed at checkout before the customer completes the purchase.

Genpets reserves the right to revise shipping charges at any time. However, the applicable charges for an order will be those shown to the customer at the time of placing that order.

From time to time, Genpets may offer free shipping, discounted shipping, or limited-period shipping promotions, subject to the terms displayed on the website.

4. Delivery Timeline

The standard delivery window for Genpets orders is 5 to 7 business days from order confirmation or dispatch, subject to serviceability of the destination and courier operations.

Delivery timelines are estimates only and may vary based on the customer’s location, courier partner availability, force majeure events, regulatory restrictions, natural events, strikes, or other circumstances beyond Genpets’ reasonable control.

5. Shipping Confirmation and Tracking

Once an order is dispatched, Genpets may send shipment confirmation and tracking details by email, SMS, WhatsApp, phone call, or any other contact method provided by the customer at the time of purchase.

Customers are responsible for providing accurate contact and address information to enable timely delivery and shipment communication.

6. Failed Delivery Attempts

If delivery cannot be completed because the customer is unavailable, the address is incorrect, the customer refuses delivery, or the courier cannot access the location, the courier partner may reattempt delivery or return the parcel to origin.

Where an order is returned to Genpets due to failed delivery attributable to the customer, Genpets may contact the customer for redelivery, additional shipping charges, or order cancellation treatment in accordance with the applicable cancellation or refund terms.

7. Delayed, Lost, or Damaged Shipments

Genpets will make reasonable efforts to assist customers in case an order is substantially delayed, lost in transit, or delivered in a visibly damaged condition.

Customers should report non-delivery, damaged packaging, tampering, or missing items within a reasonable time after the expected delivery date or actual receipt of the parcel.

Customers may be asked to provide the order number, delivery details, photographs of the package, and any other supporting information necessary to investigate the issue with the logistics partner.

Where a shipment is confirmed as lost in transit or delivered in damaged condition due to courier handling, Genpets may, at its discretion and subject to verification, arrange a replacement, store credit, or refund in accordance with the applicable return, refund, or replacement policy.

8. Customer Responsibilities

Customers must ensure that the shipping address, recipient name, mobile number, and any delivery instructions provided at checkout are complete and accurate.

Customers should inspect the package at the time of delivery where possible. If the parcel appears tampered with or significantly damaged, the customer should either refuse delivery where appropriate or immediately document the condition and notify Genpets for prompt assistance.

9. International Shipping

Unless specifically stated otherwise on the website, Genpets does not offer international shipping under this policy.

If Genpets introduces international shipping in the future, additional terms relating to customs duties, taxes, import regulations, and extended delivery timelines may apply and will be published on the website before such orders are accepted.

10. Policy Updates

Genpets may revise this Shipping Policy from time to time to reflect changes in business operations, courier arrangements, legal requirements, or customer service practices.

Any revised version of this Shipping Policy will become effective when published on the website, unless otherwise stated.