1. Delivery Coverage

1.1 Service Areas

• Pan-India Delivery: We deliver to all major cities and towns across India
• Metro Cities: Same-day and next-day delivery available in Delhi NCR, Mumbai, Bangalore, Chennai, Hyderabad, Kolkata, and Pune
• Tier 2/3 Cities: Standard delivery within 2-5 business days
• Remote Areas: Delivery within 5-7 business days (subject to courier serviceability)

1.2 Delivery Restrictions

• Certain remote pin codes may have extended delivery times
• Delivery to military bases, islands, and restricted areas subject to courier limitations
• International delivery currently not available

2. Delivery Timeframes

2.1 Standard Delivery

• Metro Cities: 1-2 business days
• State Capitals: 2-3 business days
• Other Cities: 3-5 business days
• Remote Areas: 5-7 business days

2.2 Express Delivery

• Same-Day Delivery: Available in select metro cities for orders placed before 12:00 PM
• Next-Day Delivery: Available in major cities for orders placed before 6:00 PM
• Express charges: Additional charges apply as per courier partner rates

2.3 Order Processing Time

• In-Stock Items: 24-48 hours processing time
• Custom/Branded Items: 3-5 business days additional processing
• Bulk Orders (>₹50,000): 2-3 business days processing

3. Shipping Charges

3.1 Free Shipping Eligibility

• Minimum Order Value: ₹2,500 for free standard shipping
• Premium Customers: Free shipping on all orders above ₹1,000
• Bulk Orders: Free shipping on orders above ₹10,000

3.2 Shipping Charges Structure

• Standard Shipping: ₹99 for orders below minimum value
• Express Shipping: ₹199 additional charges
• Same-Day Delivery: ₹299 additional charges (where available)
• Remote Area Surcharge: ₹150 additional for non-serviceable pin codes

4. Delivery Process

4.1 Order Confirmation

• Order Confirmation: You will receive an order confirmation email and in-app notification
• Order ID: Each order is assigned a unique order ID for tracking
• Payment Status: Payment confirmation will be sent to your email and in-app
• We may send you an order confirmation email/SMS sent within 2 hours of order placement
• We may send you tracking details provided within 24 hours of dispatch
• Real-time tracking maybe available through our platform and mobile app/3rd party delivery partner(s)

4.2 Delivery Attempt

• Primary Delivery: Attempted during business hours (9:00 AM - 6:00 PM)
• Contact Protocol: Customer contacted 30 minutes before delivery by us / 3rd party delivery partner
• Failed Delivery: Up to 3 delivery attempts at no additional cost
• Rescheduling: Customers can reschedule delivery through our platform/ 3rd party delivery partner

4.3 Delivery Confirmation

• Proof of Delivery: Digital signature/photo confirmation required
• Authorized Person: Delivery accepted by authorized personnel only
• Delivery Receipt: Digital receipt sent immediately after successful delivery

5. Special Delivery Services

5.1 Scheduled Delivery

• Appointment Delivery: Schedule delivery at convenient time slots
• Recurring Delivery: Set up regular delivery schedules for repeat orders
• Bulk Delivery Coordination: Dedicated support for large volume deliveries

5.2 Installation Services

• Furniture Assembly: Available for office furniture orders
• Equipment Setup: Basic setup for office equipment and electronics
• Additional Charges: As per service rate card

6. Packaging Standards

6.1 Quality Assurance

• Secure Packaging: All items packed with protective materials
• Eco-Friendly: Sustainable packaging materials used wherever possible
• Damage Prevention: Special handling for fragile and high-value items

6.2 Bulk Order Packaging

• Customized Packaging: Tailored packaging solutions for bulk orders, available for specific client requirements
• Palletized Shipping: For orders above ₹25,000
• Inventory Management: Items can be delivered in separate shipments if required

7. Delivery Issues & Resolution

7.1 Delayed Delivery

• Notification: Customers notified immediately of any delays
• Compensation: Service credits for delays beyond committed timeframes
• Escalation: Dedicated support team for delivery issues

7.2 Partial Delivery

• Partial Delivery: Partial delivery available for bulk orders
• Notification: Customers notified immediately of partial delivery
• Compensation: Service credits for partial delivery

7.3 Damaged/Missing Items

• Immediate Reporting: Issues must be reported within 24 hours of delivery
• Photo Evidence: Images required for damage claims
• Quick Resolution: Replacement/refund processed within 48 hours

7.3 Incorrect Delivery

• Address Verification: Delivery address confirmed before dispatch
• Retrieval: Immediate retrieval arranged for wrong deliveries
• Redelivery: Correct delivery arranged at no additional cost

7.4 Delivery Cancellation

• Notification: Customers notified immediately of any delivery cancellations
• Compensation: Service credits for delivery cancellations
• Escalation: Dedicated support team for delivery cancellations

8. Customer Responsibilities

8.1 Address Accuracy

• Provide complete and accurate delivery address
• Ensure contact person availability during delivery window
• Update address changes minimum 24 hours before dispatch

8.2 Delivery Acceptance

• Inspection: Verify items before accepting delivery
• Documentation: Sign delivery receipt only after inspection
• Immediate Reporting: Report any discrepancies immediately

9. Force Majeure

9.1 Uncontrollable Circumstances

• Natural disasters, strikes, government restrictions may affect delivery
• Customers notified immediately of any such disruptions
• Alternative arrangements made wherever possible

9.2 COVID-19 Protocol

• Contactless delivery options available
• Safety measures followed as per government guidelines
• Sanitized packaging and delivery processes

10. Contact Information

10.1 Delivery Support

• Phone: +91 82903 92786
• Email: info@aliwala.in

10.2 Track Your Order

• Order ID: Track your order using the Order ID provided at checkout
• Order Status: View order status and updates in real-time
• Delivery Updates: Receive notifications for order updates
• Mobile App: Download Aliwala Business App
• SMS Updates: Automatic updates sent to registered mobile number

11. Policy Updates