Delivery Information
1. Delivery Times:
Delivery times may vary based on your location and the shipping method selected. While we make every effort to deliver your order on time, unforeseen circumstances such as weather conditions, road conditions or any inconvenienced delays may affect delivery times.
Within Dhaka City: You can expect your pet supplies to be delivered within 2 working days from the date of order confirmation.
Outside Dhaka City: Deliveries outside Dhaka are facilitated through ‘Sundarban/Pathao Courier’. Please allow 2 – 3 working days for your order to reach you.
2. Delivery Partners:
Within Dhaka City: Our in-house delivery team ensures swift and reliable service for orders within Dhaka city.
Outside Dhaka City: We entrust ‘Sundarban/Pathao Courier’ for deliveries outside Dhaka. Their efficient services help us extend our reach to pet lovers beyond the city.
3. Inspection upon Delivery:
- We encourage customers to inspect the delivered products upon receiving.
- For orders within Dhaka city, our delivery personnel will wait while you check the items. If there are any concerns or issues, please bring them to the rider’s attention immediately.
- For orders outside Dhaka, despite the absence of our personnel, we still recommend inspecting the package upon receipt. If you notice any discrepancies or damage, please contact us immediately or do not accept the order from the courier agency; as it will not be accounted for.
Note: No complaints regarding the condition/missing/wrong product delivery will be entertained once the rider has left the delivery premises for inside Dhaka city.
4. Missing, Wrong or Damaged Items:
- In the unlikely scenario where you were unable to inspect the products while the rider was present, and your order is delivered with missing, wrong or damaged items, kindly inform us within 12 hours of receiving your order.
- Provide us in the Messenger/WhatsApp clear photos of the damaged items and packaging to expedite the resolution process which can take about 2 – 3 working days.
- Please be aware, we follow ‘Inspection upon Delivery’ policy promptly. For which, the solution may or may not be favorable to you.
5. Change of Address:
- Please ensure your shipping address is accurate at the time of placing the order. If there’s a change or correction needed, contact us as soon as possible.
- Keep in mind, after the delivery has been dispatched, change in address for outside Dhaka will contain additional charges as well as 2 – 3 additional working days for delivery.
- For change in address inside Dhaka city after the delivery has been dispatched, additional charges may be included and 2 additional working days will be needed for delivery.
6. Returns Due to Non-Delivery:
- If a package is returned to us due to incorrect or undeliverable address outside Dhaka city provided by the customer, the customer will be responsible for the cost of reshipment and no refund will be granted for the delivery charge provided in advance.
- If a package is returned to us due to unsuccessful attempts to reach the customer or the customer’s inability to pick it up at the time of delivery, we reserve the right to either resend the parcel or cancel the order for deliveries within Dhaka city.
7. Holidays and Weekends:
- Please be aware that deliveries may be affected on holidays and weekends. Orders placed during these times will be processed on the next business day.
8. Contacting Customer Support:
- If you have any questions or encounter issues with your delivery, please contact our customer support team promptly through Messenger/WhatsApp or phone call.
- Reach us at info@khadokbilai.com to report any concerns or seek assistance.
Thank you for choosing Khadok Bilai for your pet supply needs. We appreciate your trust in our services, and we are dedicated to providing a seamless and reliable delivery experience for you and your pets.