Shipping policy
Shipping Policy
At Raqz, we believe the experience of receiving your order should feel as considered as the craft that went into making it. This Shipping Policy outlines everything you need to know about how we process, dispatch, and deliver your Raqz order across India.
1. Order Processing & Dispatch
Every Raqz piece is handcrafted with care and attention — and that takes time. Once your order is successfully placed and payment is confirmed, please allow 3–7 business days for your order to be prepared, quality checked, and dispatched from our facility.
Business days are Monday through Saturday, excluding public holidays.
You will receive an email and/or SMS notification with your tracking details as soon as your order is dispatched.
2. Shipping & Delivery Timeframe
Once dispatched, your order will be delivered across India within the following estimated timeframes:
| Location | Estimated Delivery Time |
|---|---|
| Metro Cities | 3 – 4 Business Days |
| Tier 2 & Tier 3 Cities | 3 – 5 Business Days |
| Remote & Rural Areas | 4 – 5 Business Days |
Total estimated time from order to delivery: 6 – 12 Business Days
(3–7 days dispatch + 3–5 days delivery)
These timelines are estimates and may vary depending on courier operations, regional logistics, weather disruptions, public holidays, or other unforeseen circumstances beyond our control.
3. Shipping Partners
Raqz works with trusted and reliable courier partners to ensure your order reaches you safely and on time. Our logistics partners are selected for their track record of careful handling and reliable pan-India coverage. In the event that our primary courier partner is unable to service your pin code, we will arrange delivery through an alternate partner and notify you accordingly.
4. Shipping Charges
Shipping charges, if applicable, will be clearly displayed at checkout before you confirm your order. Raqz occasionally offers free shipping on orders above a certain order value, which will be communicated on the website and at checkout.
Shipping charges are non-refundable except in cases where the return or cancellation is due to an error on Raqz's part — including incorrect items dispatched or items damaged in transit.
5. Order Tracking
Once your order is dispatched, you will receive a tracking ID via email and/or SMS. You can use this tracking ID on our courier partner's website to monitor the real-time status of your shipment. If you face any difficulty tracking your order, please contact us at our support email and we will assist you promptly.
6. Delayed Deliveries
While we strive to meet all estimated timelines, delays can occasionally occur due to:
- High volume periods such as festive seasons or sales
- Natural events, strikes, or logistical disruptions
- Failed delivery attempts due to the recipient being unavailable
- Incorrect or incomplete shipping information provided at checkout
In the event of a significant delay beyond the estimated window, please reach out to our customer support team and we will investigate and update you at the earliest.
7. Failed Delivery Attempts
Our courier partners will typically attempt delivery up to 3 times at the provided address. If delivery is unsuccessful after multiple attempts due to the recipient being unavailable or unreachable, the package may be returned to our facility. In such cases, re-shipping charges may apply for a second delivery attempt.
Please ensure someone is available to receive the package at the provided address, or provide an alternate contact number to assist the delivery agent.
8. Damaged or Lost Shipments
Raqz takes great care in packaging every order to ensure it arrives in perfect condition. However, in the rare event that your order arrives visibly damaged, please:
- Do not accept the package if the outer packaging is severely damaged
- Capture photographs of the damaged packaging and product immediately upon opening
- Contact our support team within 48 hours of delivery with photographic evidence
We will review your case promptly and work toward an appropriate resolution, including replacement or refund where applicable.
In the unlikely event that a shipment is lost in transit, Raqz will coordinate with the courier partner to investigate and resolve the matter. A replacement or full refund will be issued upon confirmation of the lost shipment.
9. Unserviceable Pin Codes
While we strive to deliver across all of India, certain remote pin codes may not be serviceable by our courier partners. If your pin code falls outside our delivery network, you will be notified at checkout or as soon as possible after placing your order. In such cases, we will explore alternate delivery options or issue a full refund.
10. Changes to Shipping Address
If you need to change your shipping address after placing an order, please contact us immediately at our support email. Address changes can only be accommodated before the order has been dispatched. Once the order is in transit, we are unable to redirect the shipment and will not be responsible for delivery to the originally provided address.
11. Contact Us
For any shipping-related queries, concerns, or assistance, please reach out to our customer support team:
📧 Email: support@raqz.in