Shipping & Delivery Policy
 Last Updated: May 31, 2025

This Shipping & Delivery Policy (“Policy”) explains how orders for physical products (pet food, toys, medicines, supplies, and accessories) are handled on the Snoutiq website and mobile application (together, “Snoutiq” or the “Platform”), operated by Thinktail Global Pvt. Ltd. (“Thinktail,” “we,” “us,” or “our”). By placing a product order on Snoutiq, you (“Buyer” or “you”) agree to the terms of this Policy. Sellers (“Seller” or “Provider”) must comply fully with these guidelines when fulfilling and shipping orders.

1. Definitions & Scope

  1. “Buyer”: Any Guest User or Registered User who purchases physical products on Snoutiq.
  2. “Seller”: Any registered individual or entity (retailer, pharmacy, or pet supplies vendor) that lists and sells physical products on Snoutiq. Sellers must complete KYC and maintain necessary business and regulatory registrations.
  3. “Order”: A confirmed purchase request placed by a Buyer for one or more physical products.
  4. “Shipping Partner”: A third-party logistics provider (e.g., Blinkit, Porter, Dunzo, Delhivery) contracted by Seller to pick up and deliver products to Buyers.
  5. “Dispatch Time”: The interval between when an Order is placed and when the product is handed over by Seller to the Shipping Partner.
  6. “Transit Time”: The interval between pickup by the Shipping Partner and attempted delivery to the Buyer’s address.
  7. “Delivery Window”: Estimated timeframe provided to the Buyer during checkout (e.g., “Within 5-7 business days,” or “Express: 24–48 hours”).
  8. “Tracking”: Real-time shipment status updated by the Shipping Partner, accessible in the Buyer’s order details.
  9. “Delivery Attempt”: A single visit by the Shipping Partner to the delivery address. If unsuccessful, follow-up attempts or return processes apply.

2. Seller Responsibilities

  1. Order Acceptance & Confirmation
    • Once a Buyer places an Order, Seller must review and accept it within 2 hours. If Seller cannot fulfill the Order (e.g., out-of-stock, regulatory restriction), Seller must cancel the Order in Snoutiq within the same 2-hour window so the Buyer can seek alternatives or refunds promptly.
  2. Preparing Products for Dispatch
    • Packaging Standards:
      • Use sturdy, clean boxes or packaging materials suitable for pet items.
      • For temperature-sensitive products (e.g., certain medications, refrigerated supplements), use insulated packaging with ice packs or gel packs as needed to maintain required temperature ranges.
      • For fragile items (e.g., glass containers, ceramic bowls), use bubble wrap, air pillows, or similar cushioning to prevent breakage.
      • For hazardous or regulated items (e.g., certain prescription medications), comply with applicable laws for labeling, sealed packaging, and documentation. Clearly mark “Prescription Only” or “Medical Product” as required.
    • Labeling Requirements:
      • Include a clear shipping label with Buyer’s name, complete delivery address, and contact number.
      • Include a return address label: “Thinktail Global Pvt. Ltd. (Snoutiq) – Seller Name, [Seller’s Return Address].”
      • Include a packing slip or invoice inside the package to help Buyers verify contents upon receipt.
  3. Hand-Over to Shipping Partner
    • Seller must hand over the fully packaged Order to the designated Shipping Partner within 5 hours of Order acceptance.
    • If Seller expects a delay (e.g., due to stock issues or packaging constraints), Seller must notify the Buyer immediately via Snoutiq messaging and provide an updated expected dispatch time (not to exceed an additional 24 hours).
    • Seller is responsible for any delays or missed pickups that exceed 5 hours, unless due to force majeure (e.g., natural disaster, courier strike). In such cases, Seller must notify both Buyer and Thinktail support ([email protected]) promptly.
  4. Updating Shipment Status
    • After handing over to the Shipping Partner, Seller must update the Order status in Snoutiq to “Shipped” and enter or confirm the tracking number.
    • Sellers should monitor tracking updates for the first 24 hours and notify the Buyer if the Shipping Partner reports an exception (e.g., delayed pickup, transit hold).
  5. Shipping Charges & Free Shipping Thresholds
    • Shipping Fees: Calculated based on Buyer’s location, product weight, dimensions, and chosen shipping speed (standard vs. express). Rates are displayed during checkout.
    • Promotional Free Shipping: If Snoutiq or Seller offers free shipping (e.g., on Orders above ₹1,000), Seller must absorb shipping costs without reducing product price.
    • Additional Charges: If an Order exceeds size/weight or requires special handling (e.g., “Oversized Item,” “Hazardous Material”), Seller must notify the Buyer before dispatch and obtain explicit consent for any extra charges.
  6. Communication & Issue Resolution
    • If a Shipping Partner reports an issue (e.g., lost package, damage in transit), Seller must investigate immediately—contacting the Shipping Partner for proof of delivery attempts or incident reports.
    • Seller must keep Buyer informed via Snoutiq messaging and provide a resolution (replacement, refund, or reshipment) within 48 hours of learning about the issue.
    • If Seller fails to resolve or communicate properly, Buyer may escalate to Thinktail support, and Thinktail may intervene or refund Buyer directly, then recover costs from Seller.

3. Buyer Responsibilities

  1. Accurate Shipping Information
    • Provide complete and accurate delivery address details (house/building number, street name, area/locality, city, state, and PIN code) and a reachable mobile number at checkout.
    • Update any changes (e.g., corrected address) within 2 hours of placing the Order by contacting Seller or Thinktail support.
  2. Availability for Delivery
    • Be available at the specified shipping address during the expected delivery window.
    • If you anticipate being unavailable, you may:
      1. Provide an alternative “Authorized Receiver” (neighbor, building security) whose name and contact details you share with Seller.
      2. Provide special delivery instructions (e.g., “Leave package at gate,” “Call upon arrival”).
    • If a Delivery Attempt fails due to Buyer unavailability, the Shipping Partner may make up to two additional attempts over the next 48 hours. If still undelivered, the package is returned to Seller, and a standard Return process begins (see Section 4.3 – “Returned to Seller”).
  3. Inspecting Deliveries
    • Inspect the package immediately upon delivery for any visible damage or tampering.
    • Sign the delivery receipt only if packaging appears intact. If you notice damage, write “DAMAGED” on the delivery receipt, take photographs of the package from multiple angles, and notify Seller (via in-App messaging) and Thinktail support ([email protected]) within 24 hours.
  4. Reporting Delivery Issues
    • If the package is missing, stolen, or lost in transit (i.e., marked Delivered but not received), report it to the Seller and Thinktail support within 24 hours of the delivery date.
    • If the wrong item is delivered, or the product is defective/damaged, report it within 24 hours with photographic evidence to Seller and Thinktail support.

4. Delivery Process & Exceptions

4.1. Standard Delivery

  1. Estimated Timeline
    • Metro Cities: 2–4 business days from dispatch.
    • Tier-2 Cities: 3–6 business days from dispatch.
    • Rural Areas / Remote Locations: 5–10 business days from dispatch.
  2. Tracking & Notifications
    • Once Seller updates the tracking number, Buyers receive:
      1. Email & SMS: “Your order has shipped. Track it here: [Tracking URL].”
      2. In-App Notification: Current location, status (“In Transit,” “Out for Delivery,” “Delivered”).
  3. Delivery Attempts & Held Packages
    • If delivery cannot be completed (e.g., no one home, incorrect address), the Shipping Partner may hold the package at a local facility.
    • Buyer should contact the Shipping Partner (details in tracking email) or Seller to arrange re-delivery or pickup.
    • If Buyer fails to respond or arrange delivery within 5 business days of the first delivery attempt, the package is returned to Seller, and the standard return/refund process applies (see Section 4.3).

4.2. Express / Same-Day Delivery

  1. Eligibility
    • Available only in select metro and tier-1 cities (e.g., Delhi NCR, Mumbai, Bangalore, Chennai, Kolkata, Hyderabad).
    • Buyer selects “Express” at checkout; additional shipping charges apply.
    • Orders placed before 12:00 PM (noon) local time can be delivered same day (6–8 hours from dispatch) or next-day if in the late afternoon.
  2. Seller & Shipping Partner Obligations
    • Seller must prioritize express orders, pack within 2 hours, and hand over to the express courier immediately.
    • Shipping Partner must attempt delivery within the same day. If delivery fails, they make a second attempt next morning.
  3. Delivery Guarantee & Compensation
    • If the express order is not delivered within the promised timeframe due to Seller’s or courier’s fault (excluding force majeure), Buyer may:
      • Request a full shipping charge refund.
      • Keep the product (if delivered later) at no additional cost.

4.3. Returned to Seller

  1. Conditions for Return to Seller
    • Failed delivery after three (3) attempts or 5 business days hold at local facility.
    • Buyer explicitly refuses the package at delivery.
    • Shipping Partner determines address is undeliverable (e.g., “Address not found,” “Wrong PIN code”).
  2. Seller Actions Upon Return
    • Seller receives returned package within 5–7 business days.
    • Seller inspects returned package to ensure it is unopened, unused, and in original packaging.
    • Seller must notify Buyer within 2 business days of receipt, offering:
      1. Reshipment at Seller’s expense: Buyer confirms updated address; Seller reships within 24 hours.
      2. Cancel & Refund: If Buyer no longer wants the Order, Seller initiates full refund (item price + original shipping) within 24 hours; Thinktail processes refund within 7–10 business days.
    • If returned package is damaged or tampered with, Seller must notify Buyer and Thinktail within 24 hours and propose a resolution (e.g., partial refund, replacement).

5. Lost, Stolen, or Damaged Shipments

  1. Lost in Transit
    • If tracking status shows “Lost” or “Item Info Received,” and Buyer does not receive the order within the maximum expected delivery window plus 3 business days, Buyer or Seller may escalate to Shipping Partner to initiate a “Missing Package” claim.
    • Buyer must first check with neighbors or local delivery hubs before assuming loss.
    • If Shipping Partner confirms loss, Seller must:
      1. Replace the item at no additional cost, using express shipping if feasible.
      2. Or Refund the Buyer in full (item price + shipping fees) within 7 business days of confirmation.
  2. Stolen After Delivery
    • If tracking shows “Delivered” but Buyer did not receive the package, Buyer must:
      1. Check with household members, neighbors, or building staff.
      2. If still missing, report “Stolen Package” to local law enforcement, obtain an FIR or complaint reference, and provide a copy to Seller and Thinktail support within 48 hours of the delivery date.
    • Seller and Thinktail will work with the Shipping Partner to confirm proof of delivery (time-stamped photo or GPS confirmation).
    • If delivery confirmation cannot be produced, Seller may treat the package as lost and follow Lost in Transit procedures. If proof of delivery exists, Seller may refuse replacement or refund; Buyer can escalate to Thinktail for mediation.
  3. Damaged During Shipping
    • Buyer must inspect package upon receipt. If damage is apparent, Buyer should:
      1. Note “DAMAGED” on delivery receipt.
      2. Take clear photographs of the damaged packaging and product from multiple angles.
      3. Notify Seller and Thinktail support ([email protected]) within 24 hours.
    • Seller must respond within 24 hours to arrange a replacement or refund. If Seller fails to respond, Thinktail may authorize a refund directly.
    • If the Buyer accepts a damaged item (signs off “Received” without noting damage) and later discovers internal damage, Buyer has 24 hours from signing to report to Seller and Thinktail with photographic proof; decisions on refunds or replacement will be made at Seller’s discretion or Thinktail mediation.

6. International Shipping (If Applicable)

  1. Availability
    • Currently, Snoutiq primarily caters to shipments within India. International shipping is offered only on a limited, case-by-case basis, primarily for certain non-regulated pet supplies (e.g., pet accessories, toys). International medical products (medicines, prescription drugs) are not shipped outside India.
    • Buyers interested in international shipping must contact Seller before placing an Order to confirm eligibility, shipping rates, customs duties, and local regulations.
  2. Customs, Duties & Taxes
    • Buyers are responsible for all import duties, taxes, and customs clearance fees levied by their destination country.
    • Seller and Shipping Partner will provide an estimated customs form declaring item value and contents; inaccurate declarations are a Buyer risk.
    • In the event of seizure or return by customs, Seller and Buyer must jointly coordinate with the Shipping Partner. Any additional costs or shipping charges to return the package must be covered by the Buyer.
  3. Delivery Time & Tracking
    • International transit times range from 7–21 business days, depending on destination and courier.
    • Tracking may show only major transit milestones (e.g., departure from origin, arrival at local customs) rather than door-to-door status.
    • Seller must provide Buyer with tracking links and customs documentation (commercial invoice, packing list).
  4. Returns & Refunds
    • If an international shipment is returned to Seller due to customs issues, Buyer can choose:
      1. Reshipment (Buyer pays all associated international shipping fees again).
      2. Refund (Item price only; original international shipping fees are non-refundable).
    • International Buyers have 14 calendar days from receipt to report damaged or incorrect items. Documentation and photographic evidence are required to process any refund or replacement.

7. Order Tracking & Notifications

  1. Order Processing Notifications
    • Order Confirmation: Immediately upon placing an Order, Buyer receives an email/SMS/in-App notification confirming payment and Order details.
    • Dispatch Notification: Within 5 hours of Order acceptance, Seller updates status to “Shipped.” Buyer receives a notification with the tracking number and estimated delivery date.
  2. In-Transit Updates
    • Automated Updates: When the Shipping Partner scans the package at major waypoints (e.g., “Arrived at Sorting Center,” “Out for Delivery”), Buyer receives email/SMS/in-App notifications.
    • Buyer Dashboard: Buyers can log in to their Snoutiq account and click “My Orders” to view real-time tracking or click the embedded tracking link.
  3. Delivery Notifications
    • Upon successful delivery (courier status “Delivered”), Buyer receives a final notification confirming delivery date, time, and recipient name (if available).
  4. Delayed or Exception Notifications
    • If the Shipping Partner reports a delay (e.g., “Transit Delay,” “Weather Delay,” “Missing Scan”), Buyer receives a notification with an updated estimated delivery date.
    • If the package is held at a local facility (e.g., address issues), Buyer is notified to take action (e.g., correct address, arrange pickup).

8. Liability & Limitations

  1. Seller Liability
    • Seller is responsible for any loss or damage arising from improper packaging, shipping negligence, or failure to meet dispatch timelines.
    • If an Order is not shipped within 24 hours of acceptance due to Seller error, Buyer may cancel and receive a full refund.
  2. Shipping Partner Liability
    • Once the package is handed over to the Shipping Partner and tracking shows “In Transit,” liability for loss or damage shifts primarily to the Shipping Partner, subject to their terms and carrier liability limits.
    • Buyer and Seller can jointly file a claim with the Shipping Partner to recover damages or replacement costs.
  3. Force Majeure
    • Neither Seller nor Thinktail will be liable for delays or failures in shipping caused by events beyond their reasonable control, including but not limited to, natural disasters, civil unrest, strikes, pandemics, or government restrictions.
    • In such events, Seller should notify Buyer and Thinktail as soon as possible with an updated estimate or alternative arrangements.
  4. Limitation of Damages
    • Subject to applicable law, Seller’s aggregate liability for any shipping-related claim shall not exceed the total value of the Order (item price + shipping charges).
    • Thinktail’s liability is limited as described in the Terms & Conditions.

9. Contact & Support

  1. Seller Support

Sellers requiring assistance with Shipping Partner integration, dispatch issues, or claims should contact Snoutiq Seller Support at:

Email: [email protected]  

Phone: +91-120-XXXXXXX (Mon–Fri, 9:00 AM–6:00 PM IST)  

  1. Buyer Support

Buyers with shipping, delivery, or lost/damaged package concerns should contact:

Customer Support  

Thinktail Global Pvt. Ltd. (Snoutiq)  
Email: [email protected]  
Phone: +91-120-XXXXXXX (Mon–Fri, 9:00 AM–6:00 PM IST)  

  • Provide Order ID, tracking number, and a brief description of the issue to expedite resolution.

10. Modifications to this Policy

Thinktail may update this Shipping & Delivery Policy from time to time to reflect changes in logistics, regulatory requirements, or business practices. When we make material changes:

  1. We will post the updated Policy on Snoutiq with an updated “Last Updated” date.
  2. We will notify Sellers and Registered Buyers via email at least seven (7) days before changes take effect.

Your continued use of Snoutiq for placing and fulfilling Orders after the effective date constitutes acceptance of the updated Policy.

By placing a product Order on Snoutiq, you acknowledge that you have read, understood, and agree to this Shipping & Delivery Policy.