Shipping & Delivery Policy

https://saarthionline.com  |  Effective Date: 1 April 2026  |  Last Updated: 1 August 2026

This Shipping & Delivery Policy explains how SAARTHI processes, ships, and delivers Orders placed through www.saarthionline.com, both within India and internationally. It should be read together with SAARTHI’s Terms and Conditions, Privacy Policy, and Return, Refund, Replacement & Cancellation Policy.

Table of Contents

1. Introduction

1.1 This Shipping & Delivery Policy (“Policy”) explains how SAARTHI (“SAARTHI”, “we”, “us”, “our”) processes, packs, ships, and delivers Orders placed through www.saarthionline.com (the “Website”), both within India and internationally.

1.2 This Policy forms part of, and should be read together with, SAARTHI’s Terms and Conditions, Privacy Policy, and Return, Refund, Replacement & Cancellation Policy (the “Returns Policy”). This Policy addresses shipping and delivery only; it does not set out the commercial terms governing Order acceptance, cancellation, or refunds, which are addressed in the Terms and Conditions, nor the procedure for returning a Product, which is addressed in the Returns Policy.

1.3 Where this Policy conflicts with the Terms and Conditions on a matter of Order acceptance, cancellation, or customer remedies, the Terms and Conditions shall prevail.

2. Definitions

In this Policy, the following capitalised terms have the meanings given below, unless the context requires otherwise, and are used consistently with SAARTHI’s Terms and Conditions.

• “Business Day” means a day other than a Saturday, Sunday, or public holiday in Rajasthan, India.
• “Courier Partner” means a third-party logistics or delivery service provider engaged by SAARTHI to transport an Order, as described in Section 5.
• “Delivered Duty Paid or DDP” means a shipping arrangement under which SAARTHI prepays applicable customs duties on a Customer’s behalf, as described in Section 16.3.
• “Order” has the meaning given in SAARTHI’s Terms and Conditions.
• “Proof of Delivery or POD” means the delivery confirmation recorded by a Courier Partner, which may include a recipient signature, OTP confirmation, digital acknowledgement, or photographic evidence of delivery.
• “Quality Control or QC” has the meaning given in SAARTHI’s Terms and Conditions.
• “Returns Policy” has the meaning given in Section 1.2.
• “SAARTHI / we / us / our” has the meaning given in Section 1.1.
• “Website” has the meaning given in Section 1.1.
• “You / your / Customer” means any person who places an Order through the Website.

3. Order Processing

3.1 Order processing time is generally one (1) to two (2) Business Days from payment confirmation, before an Order is handed to a Courier Partner. Processing time may be longer where the Order involves a Made-to-Order Product or Customized Product, a Bulk Order, limited stock, or falls during a peak season or public holiday period.

3.2 Every Order passes through the following stages before delivery: Order placement, payment confirmation, Quality Control inspection, packaging, handover to a Courier Partner, transit, and delivery. Quality Control forms part of this processing timeline, and no Order is handed to a Courier Partner until it has passed Quality Control.

3.3 The legal effect of Quality Control on Order acceptance, and SAARTHI’s options where a Product fails Quality Control, are set out in Section 9 of SAARTHI’s Terms and Conditions, which this Policy does not repeat or vary.

4. Shipping Methods

4.1 SAARTHI offers Standard Shipping and, where available, Express Shipping (at additional charge) for domestic deliveries within India, and Standard International Shipping and, where available, Express International Shipping for deliveries outside India.

4.2 The Customer cannot select a specific Courier Partner for an Order. SAARTHI selects the Courier Partner it considers most appropriate for the destination, Product, and shipping method selected, having regard to reliability, cost, and delivery timelines.

5. Courier Partners

5.1 SAARTHI may use one or more Courier Partners to fulfil Orders, including, but not limited to, those listed below. This list is illustrative and does not guarantee that any particular Courier Partner will be used for a given Order, and SAARTHI may add, remove, or change Courier Partners at any time without prior notice.

6. Delivery Estimates

6.1 Estimated delivery timelines, measured from dispatch, are approximately two (2) to ten (10) Business Days for domestic deliveries within India, and approximately twelve (12) to fifteen (15) Business Days for international deliveries.

6.2 These timelines are estimates only and are not guaranteed delivery dates. Actual delivery time may vary depending on destination, Courier Partner, customs processing, weather, and other factors described in Section 18 (Force Majeure).

7. Shipping Charges

7.1 Applicable shipping charges are calculated and displayed to the Customer during checkout, before payment is made. Shipping charges may vary depending on destination, Order value, actual and volumetric weight, the shipping method selected, and any promotional offer applied to the Order at the time of purchase.

7.2 Because shipping charges, thresholds, and promotional offers may change from time to time, the applicable charge for a given Order is the amount confirmed to the Customer at checkout, and not any different amount that may be displayed elsewhere on the Website.

8. Wholesale and Bulk Orders

8.1 Wholesale and Bulk Orders, as defined in SAARTHI’s Terms and Conditions, may be subject to shipping arrangements that differ from those applicable to standard Orders, including different processing and delivery timelines, customised freight charges, volumetric pricing, palletised shipments, and optional insurance.

8.2 Shipping charges and estimated timelines for a Wholesale or Bulk Order will be communicated to the Customer before dispatch, and, where applicable, before payment is finalised.

9. Shipping Insurance

9.1 SAARTHI does not automatically insure every shipment. Insurance may be arranged for selected high-value shipments, at SAARTHI’s discretion, following discussion with the Customer.

9.2 Where shipping insurance is purchased for an Order, its scope, cost, and claims process will be communicated to the Customer separately from this Policy.

10. Delivery Address

10.1 Address Changes Before Dispatch

A Customer may request a change to the delivery address only before the relevant Order has been dispatched. Any such request must originate from the registered email address or verified phone number associated with the Order. Address changes are generally not possible once an Order has been dispatched.

10.2 Incorrect or Incomplete Address

Where a Customer provides an incorrect, incomplete, or unverifiable delivery address, delays may occur and reshipping charges may apply. SAARTHI shall not be responsible for delays or additional charges arising from delivery information provided by the Customer.

10.3 Address Verification by SAARTHI

SAARTHI reserves the right to contact the Customer to verify, clarify, or correct shipping information where an address appears incomplete, inconsistent, inaccurate, suspicious, or otherwise unsuitable for successful delivery. Where necessary, shipment may be delayed until the required information has been received and verified.

11. Tracking

11.1 Tracking details will be provided to the Customer following dispatch, where supported by the relevant Courier Partner. Tracking information may be sent by email, SMS, WhatsApp, or made available through the Customer’s Account, where available.

12. Delivery Confirmation

12.1 When Delivery Is Deemed Complete

Delivery of an Order is deemed complete when the Courier Partner marks the shipment as delivered and records Proof of Delivery.

12.2 Delivery Verification Requirements

Depending on the destination, the relevant Courier Partner’s policies, and the value of the shipment, delivery may require OTP verification, a recipient signature, government identification, or another delivery confirmation method used by the Courier Partner.

12.3 Authorised Recipients

A Customer may authorise another person to receive a shipment on their behalf. Delivery to such an authorised recipient, verified in accordance with Section 12.2, constitutes successful delivery for the purposes of this Policy.

13. Inspection at Delivery and Damaged Shipments

13.1 Customers are advised to inspect the outer packaging and, where reasonably possible, the Product itself at the time of delivery. If a package appears visibly damaged, tampered with, opened, crushed, wet, or otherwise compromised during transit, the Customer should:

• (a) take clear photographs and an uninterrupted video of the package before opening it;
• (b) continue recording while opening the package, to capture the condition of the contents;
• (c) where the Courier Partner’s delivery process allows, note the visible damage on the Proof of Delivery, delivery acknowledgement, or electronic signature before accepting the shipment; and
• (d) immediately notify SAARTHI through the customer support channels in Section 20, providing the supporting photographs, videos, and Order details.

13.2 Where a Courier Partner’s procedures do not permit remarks on the Proof of Delivery or electronic acknowledgement, the Customer should still document the condition of the shipment with photographs and video and contact SAARTHI as soon as reasonably possible.

13.3 Failure to document visible transit damage may affect SAARTHI’s ability to investigate a claim with the relevant Courier Partner; however, each case is reviewed individually based on the available evidence and applicable law. Depending on the circumstances and the supporting evidence provided, SAARTHI may, at its discretion and subject to applicable law, offer an appropriate resolution, including replacement, refund, repair, store credit, or partial compensation. Where a refund requires return of the Product, the procedure in SAARTHI’s Returns Policy shall apply.

14. Lost or Stolen Shipments

14.1 Where a shipment is confirmed lost while in transit and before successful delivery, SAARTHI will coordinate with the relevant Courier Partner to investigate and may provide an appropriate resolution, including replacement, refund, or another reasonable remedy.

14.2 Once a Courier Partner has marked a shipment as successfully delivered and valid Proof of Delivery has been recorded, responsibility for the shipment generally transfers to the Customer, subject to applicable law. If a Customer believes that a shipment has been incorrectly marked as delivered, the Customer should contact SAARTHI promptly so that an investigation with the Courier Partner may be initiated.

15. Undeliverable Shipments

15.1 A shipment may be considered undeliverable where, for example: the delivery address is incorrect, incomplete, or unverifiable; the recipient is unavailable after reasonable delivery attempts; delivery is refused by the Customer or an authorised recipient; applicable customs duties, taxes, or clearance charges remain unpaid, as further described in Section 17; local authorities prevent delivery; or the shipment cannot be delivered for reasons beyond SAARTHI’s reasonable control.

15.2 Where a shipment is returned to SAARTHI for any of the reasons described in Section 15.1, reshipment, storage, return freight, customs, handling, or other applicable charges may be payable by the Customer before reshipment, where permitted by applicable law.

16. International Shipping, Customs, and Import Charges

16.1 International Orders are subject to the customs clearance procedures, import duties, value-added tax, brokerage charges, inspections, and destination-specific restrictions imposed by the relevant destination country. SAARTHI is not responsible for delays caused by customs authorities, import inspections, governmental review, or border controls.

16.2 For destinations where such delays occur, SAARTHI will provide available tracking and shipment status information but cannot control, and does not guarantee, the timeline followed by customs or governmental authorities.

16.3 For certain countries, which may include the United States of America and select European countries, SAARTHI may, at its discretion and where indicated on the Website or at checkout, offer Delivered Duty Paid shipping, under which SAARTHI prepays applicable import charges on the Customer’s behalf. For all other destinations, import duties, value-added tax, customs fees, brokerage charges, and similar governmental charges remain the Customer’s responsibility, unless expressly stated otherwise at checkout.

17. Refused Shipments and Non-Payment of Customs Charges

17.1 If a Customer refuses delivery of an international shipment, or fails to pay applicable customs duties, taxes, or clearance charges, the consequences described in Section 15 of SAARTHI’s Terms and Conditions shall apply, including that a refund may not be available, and that return shipping, customs, storage, and destruction charges may be deducted from any amount otherwise payable to the Customer, where applicable.

17.2 Where a shipment is refused or undeliverable due to an error attributable to SAARTHI, SAARTHI may, at its discretion, arrange reshipment or issue an appropriate refund.

18. Force Majeure

18.1 SAARTHI shall not be responsible for shipping or delivery delays caused by events beyond its reasonable control, including severe weather, natural disasters, strikes or labour disputes, war or civil unrest, pandemics or public health emergencies, customs actions, government restrictions, transport network disruptions, or other events beyond SAARTHI’s reasonable control, consistent with the force majeure provisions of SAARTHI’s Terms and Conditions.

19. Changes to This Policy

19.1 SAARTHI may update this Policy from time to time to reflect changes in its shipping practices, Courier Partners, or legal and regulatory requirements. The updated Policy will be posted on the Website with a revised “Last Updated” date and will apply to Orders placed after that date; it shall not affect an Order already dispatched.

20. Contact Us

For any questions about shipping or an Order in transit, please contact:

SAARTHI
Registered Office: Vaishali Nagar, Jaipur, Rajasthan – 302021, India
Email: [email protected]
Phone: +91 9783405001
Business Hours: Monday to Sunday, 9:00 AM – 9:00 PM IST