FAQs

1. How long does delivery take?

Standard delivery generally takes 3–5 working days after your order has been confirmed and dispatched. Sundays and public holidays are not counted as working days. Delivery may take up to 7 working days, or longer in exceptional circumstances, during sales, holidays, severe weather, courier disruptions, or periods of high demand.

2. Will PetsPark.pk confirm my order before dispatch?

PetsPark.pk may confirm your order by telephone, SMS, or WhatsApp for security and order accuracy. Confirmation is generally required for new customers and may also be required for certain Cash on Delivery orders. Your order may be delayed or cancelled if we cannot contact you or receive confirmation.

3. Are orders processed on Sundays and public holidays?

Orders received on Sundays or officially recognized public holidays in Pakistan are normally processed on the next working day. Deliveries are not normally made on Sundays.

4. How do I qualify for free delivery?

You qualify for one-time free standard delivery when the value of eligible products is more than Rs. 1,999 after discounts, vouchers, and promotions.

5. Do pet food and cat litter qualify for free delivery?

No. Pet food and cat litter are not included when calculating the Rs. 1,999 threshold. Delivery charges for these products are calculated according to weight and location.

6. What happens if my order contains accessories together with food or cat litter?

Eligible accessories worth more than Rs. 1,999 after discounts may qualify for free standard delivery, but weight-based delivery charges may still apply to the food or cat litter in the same order.

7. Why might I be charged an additional delivery fee?

Additional charges may apply if:

• Your address or telephone number is incorrect or incomplete.

• You are unavailable or refuse to receive the parcel.

• The courier must make another delivery attempt.

• A returned parcel must be dispatched again.

• Your location is classified as remote or outside the courier’s normal service area.

8. Does free delivery apply to an exchange or second delivery attempt?

No. Free delivery applies only to the first shipment of the original order. It does not apply to a customer-requested exchange, a second delivery attempt caused by the customer, or re-dispatch after a failed delivery.

Cancellations

9. Can I cancel my order?

You may request cancellation before the order is dispatched. An order cannot be cancelled after dispatch.

10. Can a customized or specially ordered product be cancelled?

A customized, specially arranged, or specially ordered product cannot be cancelled after procurement or preparation has started.

11. What happens if I refuse an order after dispatch?

The actual outward-delivery and return-to-origin charges may be deducted from any advance payment before the remaining balance is refunded.

Returns and Exchanges

12. How much time do I have to request an exchange?

You must request an exchange within 7 calendar days of receiving the order. Visible damage caused during delivery must be reported within 48 hours.

13. Which products may qualify for exchange?

A product may qualify if:

• You received the wrong product.

• It arrived damaged, defective, leaking, expired, contaminated, or faulty.

• It was materially different from its description.

• You ordered the wrong size, colour, product, or variation.

• You changed your mind, provided the product remains eligible and in resalable condition.

All requests are subject to evidence, inspection, and approval.

14. What condition must the product be in?

Unless it was delivered wrong or faulty, the product must be unused, unworn, unwashed, undamaged, complete, and in its original condition and packaging. All labels, tags, accessories, manuals, gifts, and promotional items must also be returned.

15. Which products cannot be exchanged after opening or use?

For health, hygiene, and safety reasons, opened or used pet food, treats, supplements, edible products, cat litter, consumables, medicines, veterinary products, healthcare products, and animal-contact grooming or hygiene products cannot be exchanged due to a change of mind.

These products may still be reviewed if they were supplied incorrectly or arrived expired, visibly damaged, leaking, contaminated, or defective.

16. Can sale or clearance products be returned or exchanged?

Products marked Sale, Clearance, Final Sale, or Non-Exchangeable, as well as customized or personalized products, are non-returnable and non-exchangeable. PetsPark.pk will still review the matter if the wrong product was delivered, an undisclosed material defect exists, transit damage was reported within 48 hours, or the law requires a remedy.

17. Can I return a product because my pet does not like or use it?

This does not qualify for a cash refund. An exchange may be considered only if the product is otherwise eligible, unopened or unused where required, and in resalable condition.

18. How do I request a return or exchange?

Contact the PetsPark.pk WhatsApp Helpline at 0323-5272323 before sending anything back. Provide your order number or invoice, the reason for the request, and any requested photographs, video, batch details, expiry date, or replacement choice.

19. Can I send the product directly to a PetsPark location?

No. Wait until PetsPark.pk has reviewed your request and provided the current return address and instructions. A product sent without prior approval may not be accepted.

20. Does PetsPark.pk collect exchange products from customers?

PetsPark.pk does not normally provide exchange pickup. Unless confirmed otherwise in writing, you must securely pack the product and return it through a traceable courier service or registered post.

Do not send the parcel on a Cash on Delivery or To-Pay basis. Keep the booking receipt and tracking number and share the tracking details with PetsPark.pk.

21. Who pays the delivery charges for an exchange?

If you changed your mind or ordered the wrong product or variation, you must pay both the return-delivery charges and the delivery charges for the replacement.

If PetsPark.pk verifies that it supplied a wrong, damaged, defective, leaking, expired, or faulty product, PetsPark.pk will arrange or reimburse reasonable return-delivery charges and pay the standard delivery charge for the correct replacement.

22. What happens if the replacement product has a different price?

The exchange value is based on the amount you actually paid after discounts, vouchers, and promotions.

• If the replacement costs more, you must pay the difference before dispatch.

• If it costs less, PetsPark.pk will refund the difference.

Damaged, Defective and Food Products

23. What should I do if my parcel arrives damaged?

Report visible transit damage to the PetsPark.pk WhatsApp Helpline within 48 hours of delivery. Keep the product, original packaging, outer courier packaging, and shipping label.

You may be asked for photographs or video of the product, packaging, courier label, and proof of purchase. A late claim may be rejected if PetsPark.pk can no longer verify that the damage occurred during delivery.

24. What should I do if I receive the wrong, defective, leaking, or expired product?

Contact PetsPark.pk within 7 calendar days and provide the requested evidence. Once the issue is verified, PetsPark.pk will cover reasonable return delivery and the standard delivery cost of the correct replacement.

This does not apply to damage caused after delivery through misuse, mishandling, improper storage, normal wear and tear, or failure to follow the manufacturer’s instructions.

25. How are pet-food quality complaints handled?

Food-quality complaints involving manufacturing, ingredients, smell, texture, contamination, or a suspected batch issue are referred to the relevant brand owner or authorized supplier. PetsPark.pk may assist with the complaint, but the brand owner or supplier makes the final decision regarding replacement, exchange, or compensation.

You may need to provide the invoice, photographs or video, batch number, manufacturing and expiry dates, complaint details, remaining food, and original packaging.

If PetsPark.pk delivered the wrong food or the product was already expired, visibly damaged, or leaking, PetsPark.pk will handle the case directly.

Refunds

26. When may I receive a refund?

A refund may be approved if an approved replacement is unavailable, PetsPark.pk cannot provide a suitable alternative, exceptional circumstances are approved, or the law requires a refund.

Cash refunds are not provided merely for a change of mind, an incorrect selection, personal dislike, or because a pet refuses to use or consume a product.

27. Will the original delivery charges be refunded?

Original delivery charges are generally non-refundable. However, reasonable original standard delivery charges will also be refunded if the entire order is verified as wrong, damaged, defective, or unusable because of an error by PetsPark.pk.

28. How will my refund be paid?

An approved refund may be issued by bank transfer, JazzCash, Easypaisa, or store credit, as agreed with you.

29. How long does a refund take?

PetsPark.pk will normally initiate an approved refund within 48–72 working hours after the returned product has been received, inspected, and approved. Your bank or payment service provider may take additional time to credit the amount.

30. Can PetsPark.pk reject a return, exchange, or refund request?

Yes. A request may be rejected if it was submitted after the applicable deadline, the product does not meet the eligibility or condition requirements, the product was used or damaged after delivery, required evidence was not provided, or the claim appears fraudulent or abusive.