FAQs

Do you sell pets?

No, we do not sell pets, we only sell products that pets need. We intend to start connecting buyers and sellers of pets soon.

How many days after I buy something can I return it?

Please make sure that you raise an exchange request within 2 days of the product delivery. Only Non Food & Non Grooming items are eligible for return within 7 days of order delivery. To raise an exchange request, please follow the instructions below:

Step 1: Mention your order ID and send a photograph of the package to cs@petsessentia.com

Step 2: We will send someone to pick up the product from you at no cost to you*. Please make sure that the product is unused with all tags intact. Do keep the pick-up slip safely with you so that we can coordinate with our delivery partners on your product.

Step 3: Once we receive your product at the warehouse and conduct a quality check, we will either offer you an exchange or store credit, in accordance with our policy.

How long does an order made online take to reach me?

Orders are normally dispatched at 11 am everyday except on Sundays and usually take 2-6 working days to be delivered based on your location. Custom-made products will take longer to ship than others. You will receive an approximate timeline when you place your order. Generally, custom-made products could take 6-10 days to reach you.

Can I exchange it if I order online?

To raise an exchange request, please follow the instructions below:

Step 1: Mention your order ID and send a photograph of the package to cs@petsessentia.com

Step 2: We will send someone to pick up the product from you at no cost to you*. Please make sure that the product is unused with all tags intact. Do keep the pick-up slip safely with you so that we can coordinate with our delivery partners on your product.

Step 3: Once we receive your product at the warehouse and conduct a quality check, we will either offer you an exchange or store credit, in accordance with our policy.

Note that in case the product for exchange is unavailable, we will offer you store credit and keep you posted on when the item is back in stock. * Our Retail and Customer Delight representatives are extremely qualified to support you in picking the right size for your pet, so please do reach out to them for a size recommendation before you make your purchase.

In what circumstances are my purchases not eligible for return, refund, or exchange?

We will NOT accept returns or exchanges for the following items (unless received damaged or spoilt):
• Edible and perishable items like food, treats etc
• Personalized products that are made to order
• Beds, play pens and crates
• Dog Toys & Cat Toys
• Items purchased during sales
• Face Masks Returns and exchanges will also not be accepted in the following circumstances:
• If request is initiated after 5 business days of order delivery
• Product is used or altered
• Product is damaged due to misuse/overuse by the customer
• Returned attempted without original packaging including, price tags, labels, original packing, and other accessories or if original packaging is damaged

Can I cancel my online order?

Cancellations can be made before the product is dispatched. You can make a cancellation on the website or by emailing us on cs@petsessentia.com

What Payment Methods Can I Use?

At our stores, you can pay for your order with cash, cards from major banks, PayTM and via NEFT bank transfer.

Can products be customized? 

Yes! We understand that every pet has his or her own individual needs and a one-size-fits-all philosophy does not work with them. This is why we love customizing and personalizing pet products. We can have beds, bowls, collars, toys and almost anything else specially designed to suit your pet. If your pooch has any special needs, do get in touch with us on cs@petsessentia.com and we will do our best to meet your requirements.

What happens if my toy gets damaged during play?

If the purchased toy gets damaged during play, no refund or exchange is possible.

What happens if my toy gets damaged during play?

No Exchange or Refund is applicable in such cases

Besides dogs and cats, what other pets do you have products for?

We have products only for Cats and Dogs for now.

Something I want is not in stock, can I make a special order for it?

Yes! Although we try to keep a decent stock for all our products and replenish them owing to the demand, there may be instances when the product you want to purchase may not be in stock. Hence, in case you want to purchase a product that is not in stock, please get in touch with us on  cs@petsessentia.com or  8069051000 and we shall address your query at the earliest.

What if I receive damaged goods / expired products?

We keep a very eye on our goods and are careful not to stock or ship products that have passed their expiry date. If damage has occurred in transit, do get in touch with us on  cs@petsessentia.com within 24 hours of your delivery

How long is store credit valid for?

You can get store credit when you want to exchange an item. We prefer immediate exchanges but in special circumstances, we can extend store credit for the span of 90 days

Can I speed up the delivery date on my order?

In certain situations, we can arrange of this. Do get in touch with us on  cs@petsessentia.com to know if this is possible.

Can I cancel my online order?

Cancellations can be made before the product is dispatched. You can make a cancellation on the website or by emailing us

Grievances regarding perishable items

For any quality issues of perishable items sold of other brands, the third party shall be responsible unless the quality of packaging or shipping is in question.

Can my products be customized prior to ordering? If so, how can I proceed with that?

Yes, a range of our products are customizable. However, you would need to intimate us prior to ordering the product(s) via call on 8069051000 or EMAIL on cs@petsessentia.com

What forms of payment do you accept?

At our stores, you can pay for your order with cash, cards from major banks, PayTM and via NEFT bank transfer.

This is a standard cookie notice which you can easily adapt or disable as you like in the admin. We use cookies to ensure that we give you the best experience on our website.

Pre-loader