Shipping & Delivery Policy

1. INTRODUCTION

At Zoan, a Partnership Firm registered under the Indian Partnership Act, 1932, we are committed to ensuring that your orders are handled quickly, safely, and in compliance with all applicable animal welfare laws. This Shipping Policy explains how orders are processed, dispatched, and delivered, including delivery timelines, applicable charges, and our commitment to animal welfare.

By placing an order through our website www.myzoan.in, you agree to the terms in this Policy.

2. GENERAL INFORMATION

Product Availability: All orders are subject to product availability. If an item is unavailable at the time of order, we will notify you within 24 hours and issue a full refund within 5–7 business days.
Marketplace Model: Zoan operates as a marketplace linking buyers with independent verified breeders and sellers. Shipping and delivery are facilitated directly by the breeder or through approved logistics partners.
Breeder Verification: All breeders must:
- Hold valid licenses
- Comply with the Prevention of Cruelty to Animals Act, 1960
- Maintain updated vaccination and health records
- Follow AWBI guidelines
Logistics Partners: We use verified, compliant transport partners under the Transport of Animals Rules, 1978.

3. DELIVERY LOCATION & IMPORTANT LIMITATIONS

3.1 Service Area

Deliveries available only within India.
Customers must provide full and accurate address details.

3.2 Delivery Limitations – Highway/Pickup Point Delivery

Important Note:

Door-to-door delivery may not be available for all locations, especially for live pets.

In such cases:

Delivery will be made to the nearest accessible major highway, transport hub, or pickup point.
Pickup location is shared before order confirmation.
Buyer must confirm ability to collect before paying.

Buyer Rights:

If unable to collect, buyer may cancel with full refund (before dispatch).
Alternative arrangements may be made (extra cost may apply).

Proceeding with payment confirms acceptance of the pickup location.

3.3 Collection Responsibilities

At pickup point, buyer must:

Carry valid ID
Arrive on time
Inspect pet before accepting
Sign delivery acknowledgment

4. ANIMAL WELFARE COMPLIANCE

All deliveries involving live animals comply with PCA Act, 1960 and Transport of Animals Rules, 1978.

Standards followed include:

Transport: ventilation, enough space, water access, rest periods, no overcrowding.
Health: vet certificate (within 7 days), vaccinations, fit-to-travel approval, ID/microchip (if applicable).
Journey: breaks during long trips; time limits followed.
Emergency Protocol: 24/7 contact, vet support, immediate updates in case of issues.

5. DELIVERY TIME & PROCESS

5.1 Estimated Timelines

Order confirmation: 24 hours
Breeder preparation: 2–5 days
Transit: 1–7 days
Total: 3–12 days from confirmation

5.2 Factors Affecting Delivery

Distance, transport mode, weather, documentation, government restrictions, and animal welfare checks.

5.3 Tracking

Buyer receives SMS/email updates and tracking details after dispatch.

5.4 Multiple Shipments

Allowed for animal safety and logistics; buyer will be notified.

6. SHIPPING COSTS & ADDITIONAL CHARGES

6.1 Standard Charges

Calculated based on distance, transport mode, handling requirements, pet size, and insurance.

6.2 Additional Charges

May apply for:

Remote areas
Highway pickup
Priority delivery
Optional insurance
Carrier rental

6.3 Failed Delivery

Buyer pays costs if failure is due to:

Wrong address
Unreachable phone
Buyer unavailable
Buyer refusal (without valid reason)

Up to 3 contact attempts will be made.

7. INSURANCE

7.1 Transit Insurance

Covers transit-related death or serious injury due to:

Transport accident
Negligence
Extreme weather

7.2 Exclusions

Not covered:

Pre-existing illness
Natural causes
Post-delivery injuries
Buyer negligence

7.3 Claims Process

Report within 12 hours, provide photos/videos, vet certificate.

Claims processed in 15–21 business days.

8. DELIVERY INSPECTION & ACCEPTANCE

8.1 Mandatory Inspection

Before accepting the pet, buyer must:

Inspect carrier and pet
Check documents (health/vaccination/microchip)
Note issues on delivery form
Contact Zoan if there is any problem

8.2 If Buyer Accepts Delivery

Signing acknowledgment confirms:

Pet matches description
Pet appears healthy
All documents received
Custody and responsibility now transfer to buyer

8.3 Mandatory Vet Check (Within 48 Hours)

Buyer must visit a vet for full examination within 48 hours.

Vet certificate required for any future claim.

9. LIABILITY & RESPONSIBILITIES

9.1 Zoan

Responsible for breeder verification, logistics oversight, communication, investigation, and insurance facilitation.

9.2 Breeder

Responsible for accuracy of listing, health of pet, proper documentation, compliant packaging.

9.3 Logistics Partner

Responsible for safe and legal transport, timely delivery, emergency handling.

9.4 Buyer

Responsible for correct address, availability for delivery, inspection, vet check, and post-delivery care.

9.5 Liability During Transit

If transit-related death/injury occurs due to negligence:

Full refund + shipping OR
Replacement (buyer's choice)

Not applicable for natural causes, pre-existing issues, or force majeure events.

10. REPORTING ISSUES & CLAIMS

10.1 Reporting Timelines

At delivery: immediately
After delivery: within 24 hours
Health issues: within 7 days (with vet certificate)

10.2 Required Documents

Order ID, photos/videos, acknowledgment form, vet certificate, issue description.

10.3 Claims Not Accepted If

Late reporting
Delivery accepted without objection
No evidence
Pet not taken for 48-hour vet check
Buyer negligence

11. FORCE MAJEURE

Zoan is not liable for delays due to events beyond control: natural disasters, pandemics, restrictions, strikes, war, etc.

Refund allowed if delay exceeds 30 days.

12. CONTACT & GRIEVANCE REDRESSAL

12.1 Customer Support

Email: my.zoan@outlook.com

Phone: +91-7510643598

Hours: 10 AM – 7 PM (Mon–Sat)

Address: Globe Gents, Pipeline, Thrikkakara, Kochi, Kerala – 682020

12.2 Grievance Officer

Name: Ashik