Effective Date: September 22, 2025

This Shipping Policy explains how we process orders, ship products, and handle delivery, cancellations and refunds. It also describes how payment processing (via our payment gateway) affects order confirmation, dispatch and refunds. Please read it carefully before placing an order on TheDigitalPetStore.com.

1. Scope

This policy applies to all purchases made on TheDigitalPetStore.com (Doggo Paradise). By placing an order you agree to the terms below. If you are a marketplace partner or wholesale customer, separate shipping terms may apply.

2. Order confirmation & payment — how the payment gateway affects shipping

  • Order confirmation: An order is confirmed once payment is successfully authorized and/or captured by our payment gateway. You will receive an order confirmation email and SMS after payment is accepted.

  • Payment authorization vs capture: For certain card or bank methods, our payment gateway may authorize the payment at checkout and capture the amount only when the order is ready to ship. If we cannot capture funds (card expired, insufficient funds, or failed UPI/Netbanking transaction), the order will not be dispatched.

  • Cash on Delivery (COD): If COD is selected (where offered), we will reserve the order and dispatch according to our COD dispatch rules (see Section 6). COD orders may be subject to verification and additional delivery charges.

  • Failed payments & pending transactions: If a payment is pending or fails, we will notify you and hold the order for a short period (typically 24–72 hours) — after which the order will be cancelled automatically if payment is not completed.

Admin note: Replace “[Payment Gateway]” below with your actual gateway (e.g., Razorpay, PayU, Stripe) and add any gateway-specific behaviors (pre-auth hold duration, 3DS redirects, UPI collect timeouts).

3. Accepted payment methods

We accept payments via:

  • Credit / Debit cards (Visa, MasterCard, RuPay, etc.)

  • Netbanking / UPI (where available)

  • Wallets / BNPL (where enabled)

  • Cash on Delivery (COD) — subject to availability and verification

All card and online transactions are handled by our PCI-DSS-compliant payment gateway. We do not store full card numbers on our servers.

4. Order processing time

  • Standard processing: Orders paid with immediate payment confirmation are processed within 1 business day (24 hours) during business days (Mon–Sat).

  • Pre-order / backorder / out-of-stock: If an item is out of stock or marked pre-order, estimated dispatch times will be shown on the product page and during checkout.

  • Payment verification hold: For orders requiring additional verification (large amount, COD verification, manual review), processing may take longer. We will notify you of any delay by email/SMS.

5. Shipping methods & delivery estimates (India)

Delivery times below are estimates and begin after the order has been dispatched.

  • Metro cities (e.g., Delhi, Mumbai, Bengaluru, Chennai, Hyderabad): 1–3 business days after dispatch.

  • Tier-2 / Tier-3 cities: 3–6 business days after dispatch.

  • Remote or rural areas: 5–10 business days after dispatch.

  • Express / Same-day dispatch (where available): Same-day dispatch if ordered and paid before cutoff time (e.g., 2:00 PM local time) — delivery time depends on courier coverage.

Delivery time may vary due to public holidays, courier network capacity, weather or logistic disruptions.

6. Shipping charges & free shipping

  • Shipping charges depend on order weight, dimensions, and destination and are calculated at checkout.

  • Free shipping: Free standard shipping on orders above ₹999 (or equivalent). Replace this threshold with your desired value.

  • Express shipping and COD may incur additional charges. Any applicable shipping discounts and promotions will be shown at checkout.

7. Tracking your order

Once your order is dispatched you will receive:

  • Shipment tracking number and courier name by email/SMS.

  • A link to track the parcel on the courier’s website (or an in-site tracking page).
    If you do not receive tracking details within 48 hours of order confirmation, contact us at shipping@thedigitalpetstore.com.

8. Delivery exceptions & failed deliveries

  • The courier will attempt delivery as per their policy. If delivery fails due to an incomplete/incorrect address or repeated recipient unavailability, the parcel may be returned to our warehouse. Additional re-shipment charges may apply.

  • For address or delivery time changes, contact customer support as soon as possible; changes requested after dispatch depend on the courier’s policies.

  • If a delivery is refused by the recipient upon arrival, please contact our support team before returning the item to avoid unnecessary restocking charges.

9. Damaged, missing or incorrect items

  • Inspect on delivery: If a parcel appears tampered with or items are missing/damaged, note it on the courier’s POD (proof of delivery) and contact us within 48 hours at support@thedigitalpetstore.com with photos.

  • We will investigate and, depending on the case, offer a replacement, refund or credit. Claims for damaged/missing items must be submitted within the timeframe above for fastest resolution.

10. Returns, exchanges & shipping costs for returns

  • Food & perishables: For safety and hygiene, opened food or consumables are not eligible for return. Unopened products in original condition may be returned within 30 days — subject to inspection.

  • Non-food items (toys, accessories): Unused, undamaged items in original packaging may be returned within 30 days.

  • Return shipping costs: If the return is due to our error (damaged/wrong item), we will cover return shipping. If you are returning for a change of mind, return shipping may be at your cost unless otherwise stated.

  • How to initiate: Start a return via your account dashboard or contact returns@thedigitalpetstore.com. Follow the return instructions and obtain an RMA/returns reference before shipping back.

11. Cancellations & refunds (payment gateway processing)

  • Cancellation before dispatch: If you cancel before dispatch, we will cancel the payment capture (if possible) or issue a full refund back to your original payment method.

  • Cancellation after dispatch: If cancellation occurs after dispatch, standard return procedures apply and refund is processed after we receive and inspect the returned item.

  • Refund method: Refunds are credited to the original payment method via our payment gateway. The actual time to appear in your account depends on the payment method and the bank: typically 5–14 business days, but it can vary. For COD refunds we may issue a bank transfer or credit voucher depending on the situation.

  • Partial refunds: For partial returns, shipping discounts, or promotional adjustments, refunds will be calculated accordingly.

  • Chargebacks & disputes: If a customer raises a chargeback with their bank, we will respond with evidence via the payment gateway. We may contact you for additional information to expedite resolution.

Admin note: Insert the exact refund window provided by your payment gateway/banks if you want more precise language (e.g., “Refunds processed by [Payment Gateway] typically reflect within 7–10 business days”).

12. Lost shipments and liability

  • If a shipment is lost in transit, we will file a claim with the courier and initiate a resolution after the courier’s investigation.

  • For lost items confirmed by the courier, we will either reship the order or issue a refund, based on stock availability and your preference.

13. International shipments

At present, Doggo Paradise ships primarily within India. For international shipments, please contact international@thedigitalpetstore.com for custom quotes and terms. International shipments may be subject to import duties, taxes and customs delays; these charges are the recipient’s responsibility.

14. Third-party couriers & liabilities

We use third-party courier partners for delivery. While we take care to select reliable partners, Doggo Paradise is not responsible for courier delays caused by third-party operations, force majeure, or events outside our control. We will, however, assist with claims and coordinate with couriers on your behalf.

15. Changes to this Shipping Policy

We may update this Shipping Policy from time to time. Any major changes will be posted on the Website and the “Effective Date” at the top will be updated. Continued use after changes means you accept the updated policy.

16. Contact & grievance

If you have questions, need help tracking an order, or wish to file a shipping claim, contact us:

We aim to acknowledge shipping-related complaints within 48 hours and resolve them within 30 days.

17. Administrator / Developer checklist (replace before publishing)

  • Insert your payment gateway name and any gateway-specific behaviors (3DS, hold/capture time, refund windows).

  • Confirm and insert your free-shipping threshold (₹999 or other).

  • Add courier partner names (if you prefer to list them).

  • Replace support emails with final operational addresses and include phone numbers if desired.

  • If COD is not offered, remove COD sections and references.