Important Advisory to Customers: (हिंदी के लिए निचे स्क्रॉल करे / বাংলায় পড়ার জন্যে নিচে স্ক্রল করুন)

Most important:

1. You need to track your parcel once a day through the link we provide and alert us if you do not notice daily updates of movement through various cargo hubs that lead up to your destination hub. We take up such cases immediately with the courier to expedite/ ensure earliest delivery.
2. Your mobile number registered in the order should be active and you must answer the courier man’s call when he is about to deliver.
3. If call is unanswered he may not come up to your doorstep and go away on his route with parcel undelivered. He will attempt to deliver again on next working day in the same manner by prior calling.
4. If 2nd delivery attempt also fails due to you being unreachable on phone or you express inability to receive because there is no one at home, then the parcel will go to RTO (Return to Origin) status. That means it will come back to us. Your refund in that case would be the product value minus our freight cost both ways.
5. If and when you receive an OTP/ OTC by SMS you should not give out the code to the delivery man over phone unless he is at your doorstep in presence of your watchman at the main gate. Your giving him the code directly means that you have received the parcel without any comments about condition of the parcel.

Issues about Damages in Transit:

Although receiving goods by courier has become part and parcel of modern life, but incidents do happen when your parcel gets delayed or you may find items missing from the box when you receive or there are visible damages/ signs of tampering in the box despatched by us. Please be assured that while packing the boxes we do take utmost care to check that we don’t miss packing any item that is billed. But, mishaps cannot be ruled out.

Therefore, do please examine the box for any signs of forced opening and tampering while receiving.

• Look for signs of slight damage to the box and send us photos of such signs.
• We shall compare with the packaging pics we always retain with us before despatch and take it up with the courier on your behalf.
• Show those to the delivery man if you see signs of tampering.
• Do not sign his delivery document in a hurry if you see signs of tampering. He can’t leave until you sign.
• Unbox the parcel in front of him and make a video of it showing his face and the view inside the box in a single continuous shot of a short duration.
• Sign his document with a comment “Received with Damage”. Do not give give any OTP/ OTC until he gives you the document to write your comment.
• Only your video can prove tampering by courier and only then any compensation can be claimed. If you are able to send us CCTV coverage of the above mentioned actions that helps a lot.
• Watch a demo video at https://rkdpetshop.com/wp-content/uploads/2026/03/Make_video_of_a_courier_man_de.mp4
• If he refuses to cooperate as per the above-mentioned process, please feel free to call us immediately and let us advise you of the next step.

In case there are no visible damages to the parcel and still there are some other issues such as:

• Items inside are broken/ leaking/ spilled or wrong items packed or item count less than billed.
• Item batch details received are different from what is shown in your invoice.

In such cases we hold responsibility if there is packing error on our side, but your unpacking video is important to justify your claim. Please read https://rkdpetshop.com/return-or-exchange-policy-for-defective-and-non-defective-products-and-exceptions/  regarding how we deal with such cases in a customer oriented manner.

Your understanding and kind cooperation is very much requested in this matter so that your order delivery is seamless and hassle-free.