Vivo Officium Policy:


Dear Valued Customer

We thank you for visiting us. It’s our privilege to serve you and there by your beloved PETS.

We showcase many and variety of pet products from many manufactures’ and local producers thus we cover multiple variety of same product, different brands and variety of brand and packing style and quantity.

We supply and dispatch every order the fresh stock of products and current packing style procured from Dealers, manufactures and local producers and importers.

We dispatch every order on the same day. We take utmost care in packing and dispatch your items to reach them safe and sound at your address & hand.

 Hence encourage buyers to satisfy about the product of their choice in all manner and style and confirm online order in platform.

Most of the parcels are price for free shipping category.

Your shopping experience in online platform is made very easy and trouble free as we took utmost effort to display and explain and give maximum information about each products.

The display pictures also show you more information about the product details.

These will help you to collect and choose the right product for your pets. We are always helpful you in collecting your right products for your pets.


Look forward for your continued support.


Communications Policy:

Why did you receive a mail, call or SMS (collectively addressed as communication henceforth) from us?

Pettree sends you communication when you have a transaction with us (enquire, shop, return etc.) and our communication and marketing is permission based. If you received any communication from us, it is because we have records that indicate that

  • You have shared your details for the purpose of receiving information in the future or
  • You have visited, registered or purchased or otherwise have an existing relationship with us online or offline with us.

We respect your time and attention and hence we tightly control the frequency of our communication.

If you believe you have received unwanted, unsolicited communication from us or purporting to be sent from pettree, please notify us at support@ or chat with us. We will permanently remove you from all promotional messaging. However all transaction related messages and calls will continue.


Use of Web Beacons:

When we send you emails, we may include a web beacon to allow us to determine the number of people who open our emails. When you click on a link in an email, we may record this individual response to allow us to customize our offerings to you. Web beacons collect only limited information, such as a cookie identifier, time and date of a page being viewed, and a description of the page on which the Web Beacon resides (the URL).

Web Beacons can be refused when delivered via email. If you do not wish to receive Web Beacons via email, you will need to disable HTML images or refuse HTML (select Text only) emails via your email software.



Please refer to our Privacy policy to learn how we safeguard your data.


Reaching us

If at any point of time you want to reach us regarding any query or complaints or suggestions, you are free to reach us in two modes:

Email us: support@ - We reply within 24 hour during working hours and we work between 9 am till 6 pm on all days except for Sundays and public holidays.

Chat with us: You can whatsapp chat with us on +91 83 000 61 661. This is only a chat number. No voice calls, no whatsapp audio or Video calls will be attended. This is the fastest mode of communication with us and we typically respond instantly on all working days (except Sundays and Public Holidays) between 10 am and 6 pm.



Logistic Policy:

What are the delivery charges?

Delivery charge varies for each product. We source products from world over and they are stored in our central warehouse in Chennai. Each shipment based on the order is shipped directly from the central warehouse. We take minimum 24 hours (dispatch time ends at 6 pm every day) to ship your product from our warehouse. We have tied up with multiple service providers for this purpose. We have chosen FedEx, Blue Dart,  DTDC in the logistics industry and Speed post from Government of India parcel service, to ensure that the product reaches you at right time and in right condition.


We incur relatively higher shipping costs on low value items. In such cases, charging a nominal delivery charge helps us offset our logistics cost. We have also decided to waive off the delivery charges based on some set conditions. The cost of delivery is separately mentioned before you check out and make payments or included in the product price. We understand your requirement and hence have given the option of EXPRESS delivery at a nominally higher price. Please do check for the options on the website against each product you buy.


Why does the delivery date not correspond to the delivery timeline of 3-10 business days?

Every day we dispatch the ordered item parcel on same day dispatch basis. It may be possible that you have placed the order on a day which is a statutory holiday in the jurisdiction where our warehouse is located. In such cases, we add an additional day/s for the delivery and it is shown at the time of check out. You can get the actual shipment status of the product from our website which is integrated online with logistics partners. For any further queries please do write to us at, we will put in all efforts to keep up our commitment.


What is the estimated delivery time?

We showcase products which are readily available at our warehouse and hence if the order is booked before 4pm on any business day, we ensure that your product is checked thoroughly and is shipped. Business days exclude public holidays and Sundays.

Estimated delivery time depends on the following factors like the destination to which the order is shipped to and local holidays if any


Are there any hidden costs (sales tax, octroi etc) on items sold by Sellers on

There are no hidden charges on the products sold at pettree. You need to pay only the amount mentioned on the website at the time of sale. Pettree reserves the right to change the price of the product without any notice to the customer, and hence it is not necessary that you will be served the same price at multiple instances/ days. Keep visiting our site for latest update on products and promo offers.

Delivery charges are not hidden charges and are charged based on the cost incurred. 


Pettree does not/cannot ship to my area. Why?

We have tied up with logistic partners to ensure that the maximum postal codes within India are covered for shipment. In case your area is not covered, write to us as we will see if we can find an alternate solution. Our partners keep adding postal codes every week and it possible that yours may soon be covered, so check back from time to time.

However, if there are Legal restrictions, if any, in shipping particular products to your location may not be feasible. 


What is Cod & Why is the Cod option not offered in Pettree?

Pettree encourages paid and regular customers. Pettree does not offer COD (cod means Cash on Delivery).


I need to return an item, how do I arrange for a pick-up?

Pettree does not have return ship/pickup facility. Contact us to initiate a return within 24 hours. Product should cover under return policy.  Most of the products are not return policy, so before order check the product description clearly. Every product description given details for return policy cover or not.  After confirmation from Pettree, you will have to repackage the product in the original packaging and the cost of the return ship will be borne by you. When the return parcel reach Pettree, the team will first acknowledge receipt of your return parcel; secondly the pettree team inspect the fresh, new and resalable condition of the return product. Pettree team will communicate maximum 48 hours – to send replacement or refund amount.  No exemption will be taken in case you return the product which will be not eligible for return. Do check if the product is returnable before placing the order. 


Does Pettree deliver internationally?

As of now Pettree does not deliver any product to any international location. If need be please contact us with international shipping, Pettree will arrange case to case order request for international shipping. Pettree will inform the further processing, cost and shipping details to you in the process.


Shipment of Liquids & Powders:

Keeping in view Indian Regulations, All LIQUID & POWDER ITEMS will be shipped by surface only. There will hence delay in arrival of products. Our request is that if you are in hurry to buy treatment products or such emergency products, consult our support team before making the purchase. The lead time required to deliver any Liquid & Powder item will be 3 - 10 Days, depending on your location. Please note that all our products will be shipped from Chennai – Tamil Nadu.


Shipment on Sundays and Public Holidays:

Our Logistic partners do not pick up or deliver products on all Sundays and Public Holidays. Request you to make purchase decisions considering the delays which may arise of the Holidays.


Delivery on office address:

If the delivery address is provided as the office / Commercial establishment, Residential complex and apartment residence, our logistic partners will make the delivery at the reception / Front office or relevant designate place. It would be buyer’s responsibility to collect the consignment from the delivery point. No calls on / before or after delivery will be made. You can check the status of the delivery using the tracking number provided on our website or on our logistic partner website. For complaints and escalations you can contact the support email ID at



Return and Refund policy


How to Return an Item:

If you would like to return an item, follow the below steps:

Check the item is under return policy or not. Some of the products are not eligible for return at all. Food, Medication or any item which is consumable and if seal is broken, any item used underwater even for a minute etc will not be eligible for return.

Raise request a Return Merchandise Authorization (RMA) by email within 24 Hours of the date of your order receipt / delivered to you by courier.


Refund will be processed only after due verification. Products sent back to us without our knowledge will not be returned to your address for any reason. You will be prompted about this condition at the time of check out on your cart.  Please read carefully before placing the order to avoid inconvenience.


Also, returning some items may involve courier/shipping charges to be borne by you, unless specified otherwise when purchasing the product.


Refund of the item will be done deduction of postal / courier Charges Company has incurred in shipping the product to you.  


Limitation of liability

We have top logistic partners who ensure that the item reaches you in flawless condition, but it is quite possible that something may be wrong when you receive the product. On buyer request and liability risk, we will arrange insurance. We collect the actual insurance cost prevailing at the given time, from the buyer


I’m having trouble setting up my product. Does Pettree offer technical support?


We will give aquarium A to Z items and many brands, as per your need too. All products item box have printed information about setting support and technical information’s. For more buyers can search in, for demonstration and setting display.


What if I want to change my order after it has already shipped?

If you change your mind about an order when it is already in transit, the best thing to do is accept delivery and then set up a return online (please read how to return an item above). You can send the item back to us using the shipping courier of your choice and the refund will be processed after we receive the item. Please note that return shipment charges will be borne by the customer and in further refund will be done for the amount after deducting the onward shipping charges.


If you ordered mistakenly, immediately intimate me before your parcel dispatch deadline. We will immediately accept and confirm your cancellation request and STOP dispatch your order parcel. Within 48 hours your amount refunded after deducting bank service charges.


What happens if I was shipped the wrong product or it arrived defective?

We take extra care before packing and dispatch to send the correct product as per buyer order confirmation.

Every order we checked before packing - product model number, size, order quantity, complete parts of the product.

We checked thoroughly manually / power connects for good working condition. Our packing section will choose the suitable packing style to pack and dispatch your item. Therefore, no issue of wrong and defective item gets originated from our side to you.  If anything other than this please feel free to contact us.


What happens if I ordered the wrong item, wrong size or am unhappy with my purchase?  

The total liability is on buyers, if immediately and before dispatch deadline, intimated for cancellation, we will cancel the said order and process the refund. However, refund amount will incure deduction of bank payment service charges. In the event of order already dispatched, buyer has to take delivery.

Some of the products are not eligible for return at all. You will be prompted for that at the time of check out on your cart.  Please read carefully before placing the order to avoid inconvenience. Please note that return shipment charges will be borne by the customer 


What do I do if there is something missing from my order?

The first thing you will want to do is verify you have received a box for each tracking number associated with your order. If all the boxes have been delivered and you are still missing an item, please check all of the packing material, especially for smaller products. If you come up empty-handed, contact us as soon as possible so we can investigate. We want to make sure you get what you paid for! If you received all of the products in your order but are missing a part (a piece of tubing, for instance), please contact us so we can get you the missing component. Sometimes we have spare parts in our warehouse; other times we may have the manufacturer send it to you directly from their factory. Every situation is a bit different, but the bottom line is we will make sure you have a complete, fully-functional product. If the missing part is something minor you can easily pick up from a local store, we may offer you a partial refund. Either way, we will find a solution that makes you happy. 


How do I check the status of my return?  

We will keep you updated via email/SMS. When you first set up your return, we will send an email/SMS with all the details and instructions you will need to know (the email will basically reiterate key information from this page). If you are returning an item for replacement, we will send an email with your tracking number once the replacement item ships. You will also be able to track your replacement order online. If you are returning an item for refund, we will send you an email to let you know once we have credited your original method of payment (your credit /debit card for example).


How long does it take to process a return?

Once a return has been delivered to and inspected, you will be mailed a replacement (generally within 5 business days) or receive a refund to your original method of payment, depending on the Return Type you selected when acquiring the RMA. It usually takes credit/debit card companies 3 to 5 business days after a refund is issued to process the transaction and make the funds available in your account.


How do I pack my item for return?

The item itself should be placed back inside the original packaging, along with all accessories, warranty cards, manuals, software, cables, etc., where applicable. If you still have the original shipping box and packing material (bubble wrap, air pillows and/or paper), we encourage you to use them again when you send in your return. If you no longer have the original shipping box and packing material, you will need to make other arrangements. If you are using our pre-paid return label, you can package the return at a Logistics company Office store when you drop it off for shipment. Please be sure to write your RMA # clearly and conspicuously on the outside of the shipping box. If you choose not to use a label provided by us, ship your package back to the registered address by a courier of your choice.....


Customer Testimonials:

Since inception, we had been in the process of giving utmost importance customer care and their convenience. It will be great if you can give us your valued inputs on . Your testimonials will encourage us to serve your better in


Privacy Statement:


When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.



How do we get your consent?

When you provide Pettree with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no. 


How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at support@



We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.



Our store may be hosted with partners and they may provide us with the online e-commerce platform that allows us to sell Pettree products and services to you.

Your data may be stored through our partner’s data storage, databases etc. They store your data on a secure server behind a firewall.



Your payments at are encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All payment gateways that we work with adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Rupay, Visa, MasterCard and American Express.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.



In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or Pettree Terms of Service.

We might use the contact details collected to get in touch with you to take feedback and suggestions time to time. If you wish to not get such calls, please do write to us at support@ or chat with us.


SECTION 6 – Links:

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.



Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.

 _session_id, unique token, sessional, allows us to store information about your session (referrer, landing page, etc).

 _ Pettree visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits

 _ Pettree _uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.

 _secure_session_id, unique token, sessional storefront digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.



By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.



We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.



If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at support@  


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