Shipping & Delivery Policy

1) Service coverage & eligibility

Serviceable areas: Shipping is available to pincodes serviceable by our partners (primarily Delhivery). Availability is shown at checkout based on your pincode.
Domestic first: Unless explicitly stated, shipping is within India only. International shipping is not enabled.
Regulated items: Some categories require additional checks or are restricted (see Terms §15). Orders may be declined where shipping is prohibited by law or carrier policy.

2) Order processing & dispatch

Processing time: Stores usually dispatch within 0–2 business days of order acceptance, unless a longer handling time is shown on the product page (e.g., made-to-order).
Cut-off times: Orders confirmed after the Store’s daily cut-off may be processed the next business day. Weekends and public holidays may affect timelines.
Partial shipments: Items in one order may ship separately depending on stock location or category.

3) Delivery timelines (indicative, not guaranteed)

Estimated delivery dates shown at checkout consider carrier SLAs, pincode distance, and product type:

Intra-city (same metro/city): typically 1–2 business days after dispatch.
Zonal/within state: typically 2–4 business days after dispatch.
Inter-state/Rest of India: typically 3–7 business days after dispatch.

Note: ETAs are best-effort estimates, not guarantees. Weather, festivals, strikes, access restrictions, or carrier network issues may cause delays. We’ll keep tracking updated.

4) Shipping fees & invoicing

Who charges: Shipping charges (if any) are collected and invoiced by UniToko at checkout on behalf of the delivery service arrangement.
How calculated: Fees depend on pincode zone, weight/volumetric weight, dimensions, item category, and any surcharges (e.g., remote area). Final charges are shown before you pay.
Free shipping / thresholds: Some Stores or campaigns may offer free shipping above a cart value; eligibility is shown at checkout.
GST: Applicable taxes on shipping (if any) are included on your invoice/receipt.

5) Tracking & delivery communication

Tracking link: A live tracking link is provided in Orders and by email/SMS/WhatsApp where enabled.
Status updates: We push key milestones (dispatched, out for delivery, delivered, attempted).
Support: For delivery issues, contact support from Orders → Help & Support; we liaise with the carrier and Store.

6) Delivery attempts, verification & POD

Attempts: Carriers generally make up to two delivery attempts. If delivery fails, the shipment may be marked RTO (Return to Origin).
Verification: Delivery may require OTP, signature, photo, or ID verification for high-value orders. Please keep your phone available on the delivery day.
Authorized recipient: Orders can be received by you or someone at your address upon verification.
No unattended drop: We do not authorize leaving packages unattended without your explicit consent via carrier tools (where supported).

7) Address changes & holds

Before dispatch: You may request an address change via Orders; approval depends on Store status and pincode serviceability.
After dispatch: Address changes are typically not possible; we may attempt a carrier exception on best effort.
Hold at facility: Not guaranteed; availability depends on carrier options.

8) Packaging, inspection & open-box

Packaging responsibility: Stores must pack products securely per category standards (electronics, fragile, liquids).
Open-box delivery: In limited locations and categories, carrier may allow open-box checks (visual inspection only). Acceptance is recorded via OTP/signature. Functional testing may require brand guidelines.
On delivery: If the outer package is visibly damaged, you may refuse delivery and immediately raise a ticket with photos.

9) Loss, damage, or shortage in transit

Report timelines: Report transit damage, tampering, or shortage within 48 hours of delivery (24 hours for perishables) via Orders → Help with photos/video of the package, shipping label, and item.
Investigation: We coordinate with the carrier and Store. Outcomes may include replacement or refund per the Returns & Refund Policy and Store policy.
Lost shipments: If a shipment is confirmed lost by the carrier, we will issue a refund or replacement where available.

10) RTO (Return to Origin) & re-delivery

Reasons: RTO occurs after repeated delivery failures, incorrect address, unreachable phone, or refusal on non-defect grounds.
Charges: Original shipping charges may be non-refundable for RTO caused by customer issues. Re-delivery (if offered) may require payment of additional shipping fees.
Perishables: For time-sensitive goods, RTO may not be feasible; orders may be cancelled with applicable deductions as per policy/law.

11) Large, bulky, or installation items

Appointment delivery: Large appliances/furniture may require scheduling; carrier will coordinate time windows.
Staircase/doorway access: Please ensure access; additional handling (hoisting, extra labour) is not included unless specified.
Installation: Brand or Store technicians may handle installation/assembly; timelines are separate from courier delivery.

12) Cash on Delivery (COD)

Availability: COD may be available for eligible pincodes and categories, subject to limits and verification.
Payment at door: Exact amount may be required; digital collection (UPI) may be offered by the delivery agent.
Refunds for COD returns: Processed to UPI/bank as per the Returns & Refund Policy.

13) Restricted/Prohibited shipments

We do not ship items prohibited by law or carrier policy, including: hazardous materials, explosives, certain chemicals, illegal surveillance devices, counterfeit goods, wildlife products, and other restricted items (see Terms §15). Orders may be cancelled or adjusted to comply with regulations and carrier rules.

14) Force majeure & uncontrollable delays

We are not liable for delays caused by events beyond reasonable control (e.g., extreme weather, natural disasters, strikes, network outages, regulatory checks, riots). We will keep you informed and work with carriers to deliver as soon as feasible.

15) Title, risk & responsibility

Seller to customer: Title and risk typically pass to you on delivery. Until delivery, shipments are transported under the carrier’s custody and the Store’s/UniToko’s arrangement.
Proof of delivery: Carrier records (OTP/signature/scan/photo) are considered proof of delivery unless you notify us of an issue within a reasonable period.

16) Interplay with returns & refunds

Defect/damage/incorrect item: Pickup/reverse shipping is free (see Returns & Refund Policy).
Change-of-mind/size exchange: Reverse shipping fees may apply where the Store policy allows; such fees are shown before you confirm the return.

17) Fraud prevention & safety

Verification: We may flag and verify high-risk orders; shipping may be held until verification is complete.
Tamper checks: Delivery agents may record delivery photos for safety.
Customer safety: Please do not share OTPs other than with the delivery agent at your door; UniToko support will never ask for full card details or passwords.

18) Changes to this policy

We may update this policy from time to time. The “Last updated” date reflects the latest version. Material changes will be highlighted in-app/on the website.

19) Contact

Support: support@unitoko.com
Shipping issues (quote order ID): via Orders → Help & Support
Grievance (India): grievance@unitoko.com

Note: This policy is designed for practical clarity and compliance with common carrier practices in India. It does not constitute legal advice. Please have counsel review if you sell regulated categories or enable special delivery models (e.g., alcohol, pharma, cold-chain).