Shipping policy

1. Overview

At Whole Woofs (Maisonveda Pets Private Limited), we are committed to delivering your pet's nutrition safely and promptly. This Shipping Policy outlines our delivery procedures, timelines, and terms for shipping premium pet food and accessories across India.

Company Details:

  • Company Name: Maisonveda Pets Private Limited

  • Brand Name: Whole Woofs

  • Email: hello@wholewoofsmarket.com

  • Customer Support: hello@wholewoofsmarket.com

  • Phone: +91 9356 786 876

2. Shipping Coverage

2.1 Serviceable Areas

  • We currently ship to all major cities and towns across India

  • Coverage includes all PIN codes serviceable by our logistics partners

  • Remote areas may have extended delivery times

  • Some locations may have restricted delivery for perishable items

2.2 Non-Serviceable Areas

  • Remote hill stations with limited connectivity

  • Areas with security restrictions

  • International shipping is currently not available

  • We will notify you if your area is not serviceable during checkout

3. Shipping Methods and Timeline

3.1 Standard Delivery

  • Timeline: 3-7 business days for most locations

  • Coverage: All major cities and towns

  • Cost: Free 

  • Tracking: Provided via Whatsapp, SMS and email

4. Order Processing

4.1 Processing Time

  • Regular Orders: 1-2 business days

4.2 Order Confirmation

  • Order confirmation sent via email within 30 minutes

  • Processing notification sent when order is prepared for dispatch

  • Shipping notification with tracking details sent upon dispatch

  • Delivery confirmation sent after successful delivery

4.3 Cut-off Times

  • Same-Day: 12:00 PM on working days

  • Next-Day: 6:00 PM on working days

  • Standard: Orders placed after 6:00 PM are processed next business day

  • Weekends: Orders processed on next working day

5. Shipping Costs

5.1 Standard Shipping Charges

  • No Shipping Charges on All Orders

6. Packaging and Handling

6.1 Pet Food Packaging

  • Food-grade, moisture-proof packaging materials

  • Temperature-controlled packaging for sensitive products

  • Eco-friendly packaging wherever possible

  • Tamper-evident seals on all packages

6.2 Fragile Items

  • Extra cushioning and protective materials

  • "Fragile" marking on packages

  • Special handling instructions to delivery partners

  • Insurance coverage for high-value fragile items

7. Delivery Process

7.1 Delivery Attempts

  • First Attempt: As per delivery timeline

  • Second Attempt: Next business day if first attempt fails

  • Third Attempt: After customer confirmation

  • After 3 Attempts: Package returned to warehouse

7.2 Delivery Requirements

  • Valid address with proper landmarks

  • Working contact number for delivery coordination

  • Someone available to receive the package

  • Valid ID proof for high-value orders (above ₹5,000)

7.3 Delivery Confirmation

  • OTP verification for orders above ₹2,000

  • Photo confirmation of delivery

  • Customer signature on delivery receipt

  • SMS and email confirmation sent to customer

7.4 Safe Delivery Options

  • Contactless Delivery: Available upon request

  • Neighbor Delivery: With customer authorization

  • Office Delivery: During business hours only

  • Society Security: With proper authorization

8. Special Handling

8.1 Perishable Products

  • Cold Chain: Maintained throughout shipping

  • Ice Packs: Included for temperature-sensitive items

  • Dry Ice: For frozen products (where legally permitted)

  • Express Shipping: Mandatory for highly perishable items

8.2 Live Products

  • Currently not applicable (future consideration for fish, etc.)

  • Special permits and handling would be required

  • Veterinary health certificates mandatory

  • Express delivery only with live animal provisions

8.3 Prescription Products

  • Valid prescription required before dispatch

  • Verification by qualified veterinary professionals

  • Secure packaging with prescription details

  • Cannot be delivered to unauthorized recipients

9. Tracking and Updates

9.1 Order Tracking

  • Real-time tracking via website and mobile app

  • SMS updates at key delivery milestones

  • Email notifications for status changes

  • Customer service support for tracking queries

9.2 Delivery Updates

  • Dispatched: Package shipped from warehouse

  • In Transit: Package en route to delivery location

  • Out for Delivery: Package with delivery partner for final delivery

  • Delivered: Package successfully delivered

9.3 Delay Notifications

  • Proactive communication for any delays

  • Revised delivery timeline provided

  • Compensation for significant delays (case-by-case basis)

  • Alternative arrangements for urgent orders

10. Failed Deliveries

10.1 Common Reasons

  • Recipient not available at delivery address

  • Incorrect or incomplete address provided

  • Contact number not reachable

  • Refusal to accept delivery

10.2 Resolution Process

  • Immediate notification to customer

  • Rescheduling delivery at customer's convenience

  • Address correction assistance

  • Alternative delivery location arrangement

10.3 Return to Warehouse

  • After 3 failed delivery attempts

  • Customer notification with return details

  • Storage for 7 days at warehouse

  • Reshipping charges applicable for redelivery

11. Damaged or Lost Packages

11.1 Damage During Transit

  • Report damage within 24 hours of delivery

  • Photo evidence required for claim processing

  • Replacement or refund as per customer preference

  • Investigation with logistics partner

11.2 Lost Packages

  • Report missing packages within 48 hours

  • Tracking investigation initiated immediately

  • Replacement order dispatched within 24 hours

  • Refund processed if replacement not preferred

11.3 Insurance Coverage

  • All orders automatically insured up to invoice value

  • Additional insurance available for high-value orders

  • Claims processed within 5-7 business days

  • Direct settlement with customers

12. International Shipping

Currently Not Available

We are working on enabling international shipping to select countries. Updates will be communicated through our website and email newsletters.

13. Holiday and Weather Delays

13.1 National Holidays

  • No deliveries on national holidays

  • Orders scheduled accordingly with advance notice

  • Extended processing time during festival seasons

  • Priority delivery post-holiday resumption

13.2 Weather Conditions

  • Deliveries may be delayed due to severe weather

  • Safety of delivery personnel is our priority

  • Alternative arrangements for urgent medical orders

  • Proactive communication about weather-related delays

13.3 Natural Disasters

  • Service suspension in affected areas

  • Emergency contact support for existing orders

  • Relief efforts coordination where possible

  • Service resumption updates provided regularly

14. Customer Responsibilities

14.1 Accurate Information

  • Provide complete and correct shipping address

  • Ensure working contact numbers

  • Update address changes before order processing

  • Specify delivery instructions clearly

14.2 Availability

  • Be available during delivery window

  • Arrange for authorized recipient if unavailable

  • Provide alternative contact numbers

  • Check delivery status regularly

14.3 Inspection

  • Inspect packages upon delivery

  • Report damages or discrepancies immediately

  • Retain packaging for potential returns

  • Follow storage instructions for perishable items

15. Contact Information

For shipping-related queries:

Operations Department
Whole Woofs (Maisonveda Pets Private Limited)
 Email: operations@wholewoofs.com
Phone: +919356 786 876
Hours: Monday-Saturday, 9 AM - 7 PM IST

16. Policy Updates

This shipping policy may be updated periodically to reflect changes in our services, logistics partnerships, or operational requirements. Significant changes will be communicated via email and website notifications.

We appreciate your trust in WholeWoofs for your pet's nutrition needs and are committed to providing excellent delivery service.