Shipping & Delivery

📌 Introduction

CapHanu Enterprise aims to provide reliable, transparent, and customer-friendly delivery services across serviceable locations. This Shipping & Delivery Policy explains how orders are processed, packed, dispatched, tracked, delivered, delayed, returned to origin, or handled when delivery fails. It applies to retail customers, COD customers, prepaid customers, sellers, marketplace orders, custom print orders, digital products, B2B/wholesale orders, and bulk shipments.

Delivery timelines and shipping availability may vary depending on product type, seller location, customer pincode, courier serviceability, payment verification, order value, stock availability, customization requirements, packaging time, dispatch capacity, public holidays, weather, operational disruptions, or regulatory restrictions.

🗺️ Delivery Coverage & Pincode Serviceability

CapHanu Enterprise delivers to serviceable pincodes through courier partners, logistics aggregators, marketplace sellers, local delivery arrangements, or special shipping partners. Delivery availability may be checked at product page, cart, checkout, address page, or order confirmation stage.

• Some pincodes may support prepaid delivery but not Cash on Delivery.
• Remote, rural, border, island, high-risk, restricted, or non-serviceable locations may have limited delivery options.
• Heavy, fragile, liquid, restricted, bulky, digital, custom, or seller-specific products may have special serviceability rules.
• Courier serviceability may change after order placement due to operational, weather, security, or partner-side changes.

If delivery is not possible after order placement, CapHanu Enterprise may cancel the order and process eligible refund, or may contact the customer for alternate address, pickup option, or revised shipping method where feasible.

🚀 Order Processing & Dispatch Timeline

Order processing begins after successful order placement, payment confirmation where applicable, inventory confirmation, fraud/risk checks, seller confirmation, and address validation. Dispatch timeline differs by product type and seller/warehouse readiness.

Business days generally exclude Sundays, public holidays, courier holidays, bank holidays, and major operational shutdowns. During festivals, sales, strikes, weather disruption, public emergencies, or high order volume, dispatch may take longer.

⏱️ Estimated Delivery Timeline

Delivery timeline begins after dispatch, not after order placement. Once the order is handed to courier, the delivery time depends on courier network, distance, pincode, transport route, sorting hub, local delivery capacity, customer availability, and external conditions.

Delivery estimates may change if the address is incomplete, customer is unavailable, payment verification is delayed, courier route changes, shipment is held for inspection, or external disruption occurs.

💸 Shipping Charges, Free Delivery & Handling Fees

Shipping charges may vary by order value, product weight, volumetric weight, delivery location, product category, seller location, courier service, COD availability, packaging requirement, express delivery, and promotional offers.

• Free shipping may be offered on selected products or orders above a certain value.
• COD charges, handling fees, packaging charges, express delivery fees, or remote location charges may apply where shown at checkout.
• Heavy, fragile, oversized, liquid, custom, bulk, or special handling products may carry additional shipping charges.
• Shipping charges are shown before order confirmation wherever technically possible.
• If a partial cancellation or return reduces the order value below free-shipping eligibility, shipping benefit may be adjusted.

Shipping charges may be non-refundable in customer-caused cancellation, failed delivery, refused delivery, incorrect address, change of mind, or return due to customer preference. If the issue is caused by CapHanu Enterprise, seller, or courier fault, eligible charges may be refunded or adjusted according to the Return & Refund Policy.

📍 Order Tracking & Delivery Updates

Once an order is dispatched, tracking details may be shared through the user account, order page, SMS, WhatsApp, email, or courier tracking link where available. Tracking updates depend on courier partner systems and may not appear immediately after dispatch.

• Tracking may take 12–48 hours to become active after pickup or handover.
• Courier scans may be delayed at pickup hubs, transit hubs, destination hubs, or local delivery centers.
• Order status on CapHanu may be updated based on courier data and internal order records.
• If tracking does not update for an unusual period, customers may contact support for escalation.

Customers should regularly check tracking and remain available on the registered mobile number during delivery attempts.

🏠 Address, Mobile Number & Delivery Instructions

Customers must provide complete and accurate delivery details, including full name, house/flat number, street, landmark, area, city, district, state, pincode, and mobile number. Incorrect, incomplete, or unreachable delivery details may cause delay, cancellation, RTO, or failed delivery.

• Address changes may be allowed only before dispatch and only if operationally possible.
• After shipment, address change depends on courier partner capability and may not be guaranteed.
• Mobile number must be active and reachable for delivery calls, OTP delivery verification, or address confirmation.
• Delivery instructions are followed where feasible but cannot override courier rules or safety restrictions.

CapHanu Enterprise is not responsible for delays or delivery failures caused by incorrect address, wrong pincode, unreachable phone, unavailable customer, restricted premises, or refusal by security/building authorities.

📦 Packaging, Handling & Product Safety

Products are packed according to product type, size, fragility, seller standards, courier requirements, and availability of suitable packing material. Packaging may include boxes, mailers, bubble wrap, protective layers, tapes, labels, invoices, or other required materials.

• Fragile or delicate items may require extra packaging and handling time.
• Custom print products may require drying, finishing, quality check, and special packing.
• Bulk orders may be packed in multiple cartons or shipped in multiple consignments.
• Eco-friendly or minimal packaging may be used where product safety is not compromised.

If the outer package appears damaged, tampered, open, wet, or suspicious at delivery, customers should record evidence before opening and may refuse delivery where appropriate.

🏪 Marketplace Seller Delivery Responsibility

CapHanu Enterprise may operate as a marketplace where third-party sellers list and dispatch products. Seller orders may be shipped from seller warehouses, CapHanu fulfillment centers, partner locations, or direct seller pickup points.

• Sellers are responsible for accurate stock, timely packing, correct product dispatch, invoice accuracy, and handover to courier.
• Seller dispatch delay may affect delivery estimate and customer experience.
• Repeated late dispatch, wrong dispatch, poor packaging, high RTO, or high complaint rate may lead to seller penalties or restrictions.
• CapHanu Enterprise may monitor seller performance and intervene where customer protection requires it.

For multi-seller orders, products may arrive in separate packages at different times because each seller may ship from a different location.

💵 Cash on Delivery (COD) Rules

COD may be available for selected products, pincodes, order values, and user accounts. COD availability is not guaranteed for every product or location. CapHanu Enterprise may restrict COD based on order value, product category, customer history, pincode risk, fraud signals, seller policy, or courier capability.

• Customer must keep exact payable amount ready where courier requires cash collection.
• UPI-on-delivery may depend on courier support and cannot be guaranteed.
• Repeated COD refusal, fake orders, unavailable customer, or wrong address may restrict future COD eligibility.
• COD orders may require phone verification or additional confirmation before dispatch.
• COD may not be allowed for custom, bulk, high-value, digital, or special procurement orders.

If a COD order is refused without valid reason or fails due to customer-side issue, shipping and handling consequences may apply under RTO rules.

📦 Partial Shipment & Multiple Packages

A single order may be split into multiple shipments due to product availability, seller location, warehouse location, product size, custom production timeline, courier restrictions, or partial dispatch readiness. Customers may receive different items on different dates.

• Each shipment may have a separate tracking number.
• Partial delivery does not mean the remaining items are cancelled unless specifically communicated.
• Refund or replacement for one item does not automatically affect other items in the same order.
• Free gifts, combo items, accessories, or bundled products may be shipped together or separately depending on fulfillment.

🎨 Custom Print, Personalized & Digital Product Delivery

Custom print and personalized products require additional processing time for design validation, customer approval where applicable, printing, production, curing/drying, finishing, quality check, and packing. Delivery estimates for such products may be longer than normal ready-stock items.

Digital products, downloadable files, templates, license keys, or access-based products do not involve physical shipping. They may be delivered through account dashboard, download link, email, secure token, or other digital delivery method after payment confirmation and verification.

• Digital access may be delayed if payment is pending, order is under review, or account verification is required.
• Digital download links may have expiry, download limit, or account ownership restrictions.
• Custom print delivery may be delayed if customer approval, artwork quality, or design clarification is pending.

🏢 Bulk, B2B, Wholesale & Heavy Shipment Delivery

Bulk orders, wholesale orders, B2B orders, institutional purchases, reseller orders, manufacturing-related orders, or heavy/oversized shipments may follow special logistics terms. Delivery timelines, shipping charges, dispatch stages, transport partner, insurance, packaging, loading/unloading responsibility, and delivery method may be shared separately.

• Bulk orders may require advance payment, partial payment, purchase confirmation, or written approval before dispatch.
• Large orders may be shipped in multiple consignments.
• Delivery may be to transport hub, business address, warehouse, or agreed pickup point depending on arrangement.
• Loading/unloading, local transport, or doorstep delivery for heavy goods may have additional charges.
• Delivery timeline may depend on stock arrangement, seller availability, production schedule, and transport route.

⚠️ Delivery Delays & Force Majeure

While we make reasonable efforts to deliver within estimated timelines, delays may occur due to events beyond our direct control. Delivery delay does not automatically qualify for cancellation, compensation, or refund unless specifically provided by policy or required by law.

• Weather, flood, cyclone, road blockage, transport disruption, strike, lockdown, local restrictions, public emergency, or natural disaster.
• Courier hub backlog, routing issue, misplaced scan, vehicle delay, delivery staff shortage, or last-mile operational issue.
• Incorrect address, customer unavailable, phone unreachable, restricted building access, or failed delivery attempts.
• Payment verification, fraud review, seller delay, stock mismatch, or custom production delay.
• Festival rush, sale events, high order volume, holidays, or banking/courier non-working days.

In case of significant delay, customers may contact support for escalation, revised timeline, cancellation eligibility, or alternate resolution depending on order status.

🔔 Delivery Attempts, OTP Delivery & Proof of Delivery

Courier partners usually attempt delivery according to their operating rules. The number of attempts may vary by courier, location, product type, COD status, and local delivery feasibility.

• Customer may receive delivery calls, SMS, OTP, WhatsApp update, or tracking notification.
• Some shipments may require OTP, signature, photo proof, or delivery confirmation.
• Customer should not share OTP before receiving and verifying the parcel.
• If delivery is missed, customer should respond quickly to courier or support for reattempt where possible.
• Repeated failed attempts may result in RTO.

Proof of delivery records, courier scan, OTP confirmation, delivery photo, receiver signature, or courier statement may be used for dispute resolution.

🔁 RTO, Failed Delivery & Refused Delivery

RTO means “Return to Origin,” where a shipment is returned to seller/warehouse because delivery could not be completed. RTO may occur due to wrong address, customer unavailable, refusal to accept, COD refusal, phone unreachable, address not found, restricted premises, local issue, courier failure, or serviceability problem.

• If RTO is caused by customer-side issue, shipping, COD, handling, packaging, reverse logistics, or restocking charges may be deducted from eligible refund.
• If RTO is caused by courier/seller/platform issue, eligible refund or re-shipment may be reviewed by support.
• Repeated COD refusal or fake order behavior may lead to COD restriction or account review.
• Prepaid RTO refund may be processed only after shipment returns and is verified.
• Custom, digital, bulk, or special procurement orders may have stricter RTO consequences.

📷 Damaged Package, Missing Item & Wrong Delivery

If the parcel is damaged, tampered, open, empty, incomplete, or contains the wrong product, customer must raise a complaint within the time limit stated in the Return & Refund Policy. A clear unboxing video and images may be required.

• Record the sealed parcel before opening if outer packaging looks suspicious.
• Show shipping label, all sides of parcel, complete unboxing, product, invoice, and issue clearly.
• Do not use, wash, alter, repair, or discard packaging before complaint review.
• Keep all tags, accessories, invoice, outer packaging, and inner packaging until resolution.

Claims without valid proof may be rejected where evidence is necessary to verify delivery condition.

🌍 International Shipping

CapHanu Enterprise may not support international shipping for all products by default. If international delivery is offered for selected products or B2B orders, separate shipping charges, customs duties, import taxes, documentation, delivery timelines, return limitations, and legal restrictions may apply.

Customers receiving international shipments may be responsible for customs clearance, import duty, local tax, delivery surcharge, compliance documents, or destination-country restrictions unless specifically stated otherwise.

🧑 Customer Responsibility

Customers are responsible for providing accurate delivery details, selecting the correct product and address, staying reachable during delivery, checking product eligibility, paying COD amount where applicable, inspecting parcel at delivery, and raising issues within the defined time frame.

• Do not accept an obviously tampered or suspicious parcel without recording proof.
• Do not share delivery OTP before physically receiving the parcel.
• Do not provide wrong pincode, fake address, unavailable phone, or incomplete delivery details.
• Do not place non-serious COD orders or repeatedly refuse delivery.
• Keep packaging and proof safe for any support claim.

⚖️ CapHanu Enterprise Rights

CapHanu Enterprise reserves the right to choose courier partners, split shipments, cancel non-serviceable orders, restrict COD, hold suspicious shipments, update delivery estimates, verify customer information, request additional proof, change shipping method, adjust delivery charges, or refuse delivery where required for operational, legal, security, or fraud-prevention reasons.

We may take action against fake orders, COD abuse, delivery refusal, address misuse, false delivery claims, repeated RTO behavior, fraud attempts, seller dispatch failures, logistics misuse, or any activity that harms customers, sellers, courier partners, or the platform.

🔄 Policy Updates

CapHanu Enterprise may update this Shipping & Delivery Policy from time to time due to courier partner changes, logistics rules, pincode serviceability, COD restrictions, seller marketplace needs, technology upgrades, legal requirements, fraud prevention, or operational changes.

Updated versions will be published on this page with the latest update date. Continued use of the platform after updates means the user accepts the revised policy.

📩 Contact & Support

For shipping, delivery, tracking, delay, RTO, COD, wrong address, damaged parcel, missing item, seller dispatch, custom print delivery, digital delivery, bulk shipment, or logistics support, customers should contact official CapHanu Enterprise support channels with order ID and complete details.

Please do not share OTP, password, UPI PIN, card details, or unnecessary sensitive information with anyone. Use only official support channels for delivery help.