Last Updated: 22-12-2025

1. Important Notice – Unboxing Video & Identity Verification

  • Unboxing video is mandatory. Without a proper unboxing video, we cannot process returns, refunds, or damage claims. (Most Important!)

  • For secure and safe delivery, our courier partners may request a copy of your Aadhar card (as identity proof) or a stamp (if you are a business) at the time of delivery.

  • This verification may apply to large parcels, high-value orders, or deliveries to remote areas.

2. Order Processing & Dispatch

  • We ship all orders within 3–36 hours of placement.

  • Please wait for 36 hours after placing your order before contacting us for dispatch status.

  • You can expect delivery within 2–7 working days for major cities and 4–15 working days for other locations.

  • Once your order is shipped, you can track it online via the Order Section under “My Account.”

3. Shipping Modes & Timelines

  • All parcels will be shipped via Surface Mode only, which usually takes 4–15 days.

  • You can check your tracking number and invoice in your My Account → Orders section.

  • If your parcel is delayed or you require faster delivery, please contact the respective courier partner directly — Ocean Paws is not a courier company, and we cannot influence courier transit timelines.

4. National Emergencies

  • Due to COVID-19 or other national emergencies, delivery times may vary between 2–25 days, depending entirely on courier service availability and route conditions.

  • During government holidays or festivals, shipping operations may be delayed. We kindly request patience during such times, as shipping speed depends on courier networks.

5. Delivery Coverage

  • We currently deliver to most cities and towns across India.

  • In some cases, dispatch may take up to 7 working days (for supplier procurement or long holidays).

  • If an order cannot be shipped within 7 working days, we will cancel the unshipped items and issue a refund for the same.

6. Courier Partners & Packaging Integrity

  • We ship exclusively through reputed courier agencies to ensure safe and timely delivery.

  • While we aim to ship all items together, this may not always be possible due to stock or product characteristics.

  • If you notice that the package is damaged, tampered, or opened, please refuse delivery immediately and contact our customer support with your order ID.

  • A replacement will be arranged as soon as possible.

  • All parcels are shipped with a tax declaration or invoice, as required under Indian regulations.

7. Shipping Restrictions

  • Once an order has been shipped from our warehouse, it cannot be canceled.

  • Due to courier and safety regulations, all liquid and heavy-weight items are shipped only via Surface Mode, which may lead to longer delivery times (3–10 days, depending on your location).

  • If you need an urgent delivery for treatment or perishable products, please consult our support team before purchase.

8. Order Updates & Tracking

After placing your order

  • Sit back and relax! Once your order is confirmed, you’ll receive your Order ID and tracking details via email/SMS.

How to track your order

  • Tracking details will be shared by email and available under your My Account → Orders section.

  • Use the provided AWB number or Tracking ID on the courier’s website to view live updates.

9. Delivery Estimates & Delays

  • The courier tracking page will show an estimated delivery date (excluding Sundays & holidays).

  • However, actual delivery may vary due to:

    • Product availability

    • Delivery location

    • Weather or logistical challenges

  • We’ll notify you via email/SMS if your order is delayed.

10. Reasons for Delay

Your order might be delayed due to:

  • Bad weather

  • Natural disasters

  • Political disturbances

  • Courier network issues

In all such cases, Ocean Paws will keep you informed via email or SMS with revised delivery timelines.

11. Pricing & Hidden Charges

  • There are no hidden charges on our website.

  • The price displayed on the product page is final and inclusive of applicable taxes.

12. Courier Partners

  • We have tied up with renowned and dependable courier companies to ensure smooth and reliable deliveries.

  • Once your order is dispatched, you will be informed of the courier partner and tracking details via email or SMS.

  • Currently, customers cannot select a preferred courier service. We’ll inform you if that option becomes available in the future.

13. Package Tampering or Product Damage

If you receive a damaged, tampered, or expired product, follow these steps:

If the parcel appears opened or damaged upon arrival:

  • Do not accept the parcel.

  • Contact our support team immediately and share your order details.

If the parcel was received but found damaged later:

  1. Record a clear unboxing video (mandatory).

  2. Contact support@oceanpaws.in