Shipping & Delivery Policy

This Shipping & Delivery Policy outlines delivery timelines, shipping methods, and responsibilities for all orders placed through NOTOXIC® Universe across our multi-brand marketplace.

1. Delivery Timelines and Shipping Zones

Delivery timelines are calculated from the date of dispatch (not order date) and vary based on shipping zones, product type, and delivery method. Business days exclude Sundays and public holidays.

1.1 Shipping Zones

India is divided into three shipping zones based on delivery location:

Metro Cities: Delhi, Mumbai, Bengaluru, Chennai, Kolkata, Hyderabad, Pune, and Ahmedabad (2-4 business days)
Tier 2 Cities: Jaipur, Lucknow, Surat, Kanpur, Nagpur, and other major cities (4-6 business days)
Rest of India: All other locations including remote areas (6-8 business days)

Delivery timelines may be extended for remote locations, hilly areas, or locations with limited carrier coverage.

1.2 OneSea

Standard Delivery: 5-7 business days (includes 1-2 days processing)
Express Delivery: 2-3 business days (available in metro and tier 2 cities, additional charges apply)
Made-to-Order Items: 10-14 business days (includes production time)
Subscription Orders: As per subscription schedule (typically monthly)

1.3 Sustainable Clothing™

Standard Delivery: 4-6 business days
Express Delivery: 2-3 business days (metro cities)
Custom Orders: 12-16 business days (includes design and production)
Personalized Items: 10-12 business days

1.4 Sustainable Clothing™

Retail Orders: 5-7 business days
B2B Orders: See Section 2 for detailed B2B timelines
Custom Corporate Orders: 15-20 business days (includes design approval and bulk production)
Pre-Order Items: Timelines specified at checkout

1.5 Rental Services

Rental Delivery: 2-3 business days (pre-rental period, before event date)
Purchase Orders: 5-7 business days
Express Rental: 24-48 hours (select metro cities only, additional ₹500-₹1,000 express fee applies)
Rental Returns: Must be shipped within 2 business days of return date (see rental terms shared at booking and checkout for details)

1.6 HeartQuench

Standard Delivery: 3-5 business days
Subscription Orders: As per subscription schedule (weekly, bi-weekly, or monthly as selected)
Express Delivery: 1-2 business days (metro cities, for urgent orders)

1.7 Marketplace Brands

Delivery timelines for marketplace brands vary by product type, vendor location, and inventory availability. Specific timelines are displayed at checkout and in order confirmations.

1.8 Membership Tier Benefits

Essential Tier: Standard delivery timelines apply
Premium Tier: Free shipping on orders above ₹1,500, priority processing (1 day faster dispatch)
Signature Tier: Free shipping on all orders, priority processing, express delivery upgrade available at discounted rates

2. B2B Bulk and Custom Order Timelines

2.1 Sustainable Clothing™ B2B

Standard B2B Orders (MOQ 50+): 15-20 business days
Custom Design Orders: 25-30 business days (includes design approval)
Rush Orders: 10-12 business days (additional 20% rush fee)
Large Volume (500+ units): 30-45 business days

2.2 Corporate Supply Agreements

Delivery timelines for corporate supply agreements are specified in individual B2B Corporate Supply Agreements. Standard terms:

Timelines begin after order confirmation and payment
Design approvals may extend timelines
Bulk orders are shipped in phases if requested

3. International Shipping

International shipping is available to select countries on a case-by-case basis. Availability depends on product type, destination country regulations, and carrier service availability.

3.1 Delivery Timelines

Standard International: 15-25 business days (varies by destination)
Express International: 7-10 business days (DHL, FedEx - select countries)
Remote Locations: Additional 5-10 business days may apply

Timelines are estimates and do not include customs clearance time, which may add 3-7 business days.

3.2 Customs, Duties, and Taxes

Important: Customs duties, import taxes, and fees are the sole responsibility of the recipient:

We declare the actual order value for customs purposes
Recipient is responsible for all customs duties, VAT, GST, and import taxes
Customs fees vary by country and product type
Carrier may collect duties upon delivery (DDP - Delivered Duty Paid) or recipient pays separately (DAP - Delivered At Place)
Failure to pay customs may result in order being held or returned

3.3 Restricted and Prohibited Items

Some products may not be available for international shipping due to:

Destination country regulations and restrictions
Product-specific export/import regulations
Carrier restrictions (hazardous materials, batteries, etc.)
Size or weight limitations

We will notify you if your order cannot be shipped internationally and offer alternatives or refund.

3.4 Documentation

International orders may require:

Commercial invoice (provided by us)
Packing list
Certificate of origin (if required by destination)
Import licenses or permits (recipient's responsibility)
Additional documentation as required by destination country

3.5 International Shipping Inquiries

For international shipping inquiries, availability checks, or custom shipping arrangements:

Contact [email protected] with subject "International Shipping Inquiry" and include:

Product(s) you wish to order
Destination country and address
Desired delivery timeline

4. Shipping Methods and Carriers

We partner with trusted logistics providers to ensure safe and timely delivery. Carrier selection is automated based on order value, destination, weight, delivery timeline requirements, and service availability.

4.1 Standard Shipping

Regular courier services (Blue Dart, Delhivery, India Post, etc.)
Suitable for most standard products
Includes basic tracking and delivery confirmation
Standard insurance coverage included

4.2 Express Shipping

Express courier services for faster delivery
Available in metro and tier 2 cities
Priority handling and faster transit times
Enhanced tracking with real-time updates

4.3 Specialized Shipping

Fragile Items: Specialized packaging and handling for jewellery, glassware, and delicate products
High-Value Items: Enhanced security, signature required, and additional insurance (rental services, premium products)
Oversized Items: Specialized carriers for large or heavy items (furniture, bulk orders)
Temperature-Controlled: Cold chain logistics for perishable items (if applicable)

4.4 Local Delivery

In select cities, we may use local delivery partners for same-day or next-day delivery:

Available in major metro cities
Subject to order placement time and location
Additional charges may apply

4.5 Carrier Selection

We automatically select the most appropriate carrier based on:

Delivery destination and zone
Order value and weight
Product type and special handling requirements
Selected delivery speed (standard vs express)
Carrier service availability and performance
Cost optimization

We reserve the right to change carriers or shipping methods if necessary to ensure timely delivery.

5. Shipping Charges and Free Shipping

5.1 Domestic Shipping Charges

Shipping charges are calculated based on weight, dimensions, destination zone, and selected delivery speed:

Standard Shipping:
- Metro cities: ₹99-₹149
- Tier 2 cities: ₹149-₹199
- Rest of India: ₹199-₹299
Express Shipping:
- Metro cities: ₹199-₹299
- Tier 2 cities: ₹299-₹399
- Rest of India: ₹399-₹599 (limited availability)
Heavy/Bulky Items: Additional charges apply for items over 5kg or oversized dimensions (calculated at checkout)
Cash on Delivery (COD): Additional ₹50-₹100 COD charges may apply (varies by carrier and order value)

5.2 Free Shipping Thresholds

Free standard shipping is available on orders above specified thresholds:

General Products: Free shipping on orders above ₹2,000
Premium Tier Members: Free shipping on orders above ₹1,500
Signature Tier Members: Free shipping on all orders (no minimum)
B2B Orders: Shipping terms as per B2B agreement (often FOB or negotiated rates)

Note: Free shipping applies to standard delivery only. Express delivery charges apply even for orders above free shipping threshold. Free shipping may not apply to heavy/bulky items or special handling requirements.

5.3 B2B Shipping Charges

Shipping charges for B2B orders are calculated based on:

Order volume and weight
Destination and shipping terms (FOB, CIF, DDP, etc.)
Negotiated contract rates (if applicable)
Bulk shipping discounts

Specific shipping terms and charges are specified in individual B2B Corporate Supply Agreements. Contact your B2B account manager for details.

5.4 International Shipping Charges

International shipping charges vary by destination country and are calculated at checkout:

Standard International: ₹1,500-₹5,000 (varies by destination and weight)
Express International: ₹3,000-₹8,000 (DHL, FedEx, etc.)
Customs and Duties: Additional charges apply and are the responsibility of the recipient (see Section 3.2)
Insurance: Optional insurance available for high-value international shipments

5.5 Plan C Return Shipping

For Plan C returns and circular economy programs:

Return shipping labels are provided free of charge
Pickup service available in select cities
Drop-off locations available in major cities
See Return, Refund & Replacement Policy for details

6. Order Processing and Cut-Off Times

6.1 Processing Sequence

Orders are processed in the following sequence:

Order Confirmation: Payment verification and order validation (typically within 1-2 hours)
Inventory Allocation: For in-stock items, inventory is reserved (typically same day)
Production Initiation: For made-to-order, custom, or pre-order items, production begins after order confirmation
Quality Check: All items undergo quality inspection before packaging
Packaging: Items are securely packaged with appropriate materials
Shipping Label Generation: Shipping labels are created and order is handed over to carrier
Dispatch: Order is dispatched from warehouse/facility

6.2 Processing Times

In-Stock Items: 1-2 business days (orders placed before 2:00 PM IST on business days are typically processed same day)
Made-to-Order Items: Processing begins immediately, but production time varies (see product-specific timelines)
Custom/B2B Orders: Processing begins after design approval and payment confirmation
Pre-Order Items: Processing begins on the release date specified for the product

6.3 Cut-Off Times

To ensure same-day processing:

Standard Orders: Orders placed before 2:00 PM IST on business days (Monday-Saturday) are typically processed the same day
Express Orders: Orders placed before 12:00 PM IST may qualify for same-day dispatch (metro cities only, subject to availability)
Weekend Orders: Orders placed on Sundays or public holidays are processed on the next business day

6.4 Processing Delays

Processing may be delayed due to:

Payment verification issues (we will contact you if payment fails)
Inventory unavailability (we will notify you and offer alternatives or refund)
Address verification requirements
Custom order design approval pending
High order volumes during sale periods
Force majeure events (natural disasters, strikes, etc.)

We will notify you of any processing delays and provide updated timelines.

7. Tracking and Notifications

7.1 Shipping Notifications

Once your order is dispatched, you will receive:

Email Confirmation: Shipping confirmation email with tracking number, carrier details, and estimated delivery date
SMS Notification: Text message with tracking number (if phone number provided and SMS notifications enabled)
In-App Notification: Notification in your account dashboard (if logged in)
WhatsApp Updates: Optional WhatsApp notifications for order updates (if enabled in preferences)

7.2 Tracking Your Order

You can track your order through multiple channels:

Account Dashboard: Log in to your account and view order status with real-time tracking updates
Tracking Link: Click the tracking link in your shipping confirmation email to view carrier tracking page
Carrier Website:Enter tracking number directly on carrier's website (Blue Dart, Delhivery, etc.)
Customer Support: Contact us with your order number for tracking assistance

7.3 Tracking Updates

You will receive automatic updates when:

Order is dispatched from warehouse
Order is in transit (major milestones)
Order arrives at local delivery hub
Out for delivery
Delivery attempted (if unsuccessful)
Delivered (with delivery confirmation)

7.4 Delivery Confirmation

Upon delivery:

You will receive email and SMS confirmation
Delivery proof (signature, photo, or OTP verification) is captured by carrier
Order status is updated to "Delivered" in your account
You may be asked to rate your delivery experience

Note: Tracking information may take 12-24 hours to appear in carrier systems after dispatch. International tracking may have additional delays.

8. Delivery Address and Instructions

8.1 Address Requirements

Please ensure your delivery address is accurate and complete with:

Full Name:Recipient's complete name (as per ID for high-value orders)
Contact Number: Active mobile number for delivery coordination
Complete Address: House/building number, street, area, city, state
Pin Code: Correct 6-digit postal code (critical for delivery)
Landmark: Nearby landmarks or building names (helpful for delivery)
Delivery Instructions: Special instructions (gate code, floor, timing preferences, etc.)
Alternate Contact: Alternate contact person and number (recommended)

8.2 Address Verification

For certain orders, we may verify the delivery address:

High-value orders (above ₹25,000)
First-time orders to new addresses
International orders
B2B orders
Orders flagged for verification by our systems

We may contact you to verify address details before dispatch. Delays may occur if verification is pending.

8.3 Address Changes

You may request address changes:

Before Dispatch: Contact us immediately after order placement. Address changes are free if order has not been dispatched.
After Dispatch: Address changes may incur additional charges and delays. Contact us immediately.
Rerouting: We will attempt to reroute, but cannot guarantee success. Original delivery may proceed if rerouting is not possible.

8.4 Address Errors and Liability

We are not responsible for:

Delays or failed deliveries due to incorrect, incomplete, or outdated addresses
Deliveries to addresses provided by you, even if incorrect
Additional charges for re-delivery or address correction
Loss or damage if delivery is made to incorrect address provided by you

Please double-check your address before placing an order. Update your saved addresses if you have moved.

9. Last-Mile Logistics Disclaimers

While we partner with reliable logistics providers, last-mile delivery is subject to:

Local weather conditions and natural disasters
Remote or hard-to-reach locations
Recipient availability and accessibility
Carrier operational constraints
Public holidays and regional restrictions

Delivery attempts will be made as per carrier policy. Failed deliveries may result in return to origin (RTO) and additional charges for re-delivery.

10. Delivery Delays

While we strive to meet delivery timelines, delays may occur due to:

Production delays for made-to-order items
Logistics carrier delays
Weather conditions or natural disasters
Customs clearance (for international orders)
Public holidays or regional restrictions

We will notify you of any significant delays and work to resolve them promptly. For delays exceeding 5 business days beyond the estimated delivery date, please contact customer support.

11. Failed Deliveries and Returns to Origin (RTO)

11.1 Failed Delivery Reasons

Delivery may fail due to:

Incorrect or Incomplete Address: Wrong pin code, missing details, or address not found
Recipient Unavailability: No one available to receive after multiple delivery attempts (typically 3 attempts over 3-5 days)
Refusal to Accept: Recipient refuses delivery
Inaccessible Location: Remote area, security restrictions, or delivery restrictions
Payment Issues: COD payment not available or payment failure

11.2 Delivery Attempts

Carriers typically make 3 delivery attempts:

First attempt: Day 1
Second attempt: Day 2-3
Third attempt: Day 4-5

You will receive notifications for each delivery attempt. You can contact the carrier directly to reschedule delivery.

11.3 Return to Origin (RTO)

If delivery fails after all attempts, the order may be returned to origin:

RTO typically occurs 5-7 days after first delivery attempt
You will be notified when order is returned
RTO charges may apply (deducted from refund if applicable)
Return transit time: 3-7 business days

11.4 Re-Delivery Options

If delivery fails, you can:

Request Re-Delivery: Contact us before RTO to arrange re-delivery with corrected address or new delivery date. Re-delivery charges apply.
Pick Up from Carrier Hub:Collect from local carrier hub (free, within carrier's holding period)
Cancel and Refund: Cancel order and receive refund (subject to cancellation policy, RTO charges may be deducted)

11.5 Charges for Failed Deliveries

Re-Delivery Charges: ₹100-₹300 (varies by carrier and distance)
RTO Charges: ₹150-₹400 (deducted from refund if order is cancelled)
Address Correction: Free if corrected before dispatch, charges apply after dispatch

Contact customer support immediately if delivery fails to minimize charges and delays.

12. Lost, Damaged, or Delayed Shipments

12.1 Lost Shipments

If your order is lost in transit:

Contact us immediately if order is not delivered within 5 business days of estimated delivery date
We will investigate with the carrier (investigation typically takes 7-10 business days)
If confirmed lost, we will:
- Replace the order at no additional cost (if in stock)
- Refund the full amount including shipping charges
- Provide store credit (if you prefer)
Lost shipment claims must be filed within 30 days of estimated delivery date

12.2 Damaged Shipments

If your order arrives damaged:

Inspect Before Accepting: Check package condition before accepting. If visibly damaged, refuse delivery and contact us immediately.
Document Damage: Take photos of damaged package and products
Contact Us: Report damage within 48 hours of delivery with photos
Resolution: We will arrange replacement or refund (your choice)
Return: Damaged items may need to be returned (we provide return shipping label)

12.3 Delayed Shipments

If your order is significantly delayed:

Contact Us: If order is delayed by more than 5 business days beyond estimated delivery date
Investigation: We will track and investigate the delay
Updates: We will provide regular updates on order status
Options: You may request:
- Continue waiting for delivery
- Cancel and receive full refund
- Request expedited delivery (if possible)

12.4 Liability and Insurance

Standard Insurance: All shipments include basic carrier insurance (typically up to ₹5,000 or order value, whichever is lower).

High-Value Items: For orders above ₹25,000, we automatically include additional insurance coverage. Rental services may include full value insurance.

Our Liability: Our liability for lost, damaged, or delayed shipments is limited to:

Replacement of lost or damaged items
Full refund of order value and shipping charges
We are not liable for indirect, consequential, or incidental damages
Liability is limited to order value and does not extend to business losses

12.5 Claims Process

To file a claim for lost, damaged, or delayed shipment:

Contact us at [email protected] with subject "Shipment Issue - [Order Number]"
Provide order number, tracking number, and description of issue
Include photos if damage is involved
We will investigate and respond within 2-3 business days
Resolution will be provided within 7-10 business days of claim filing

12. Contact Us

For shipping inquiries, delivery issues, or to update delivery instructions:

NOTOXIC® Universe
Email: [email protected]
Support Hours: Monday - Saturday, 10:00 AM - 6:00 PM IST