Shipping policy
We understand how important it is for you to receive your Housenama nameplate quickly and safely. That's why we've created a transparent shipping process that ensures quality and timely delivery. Following are the terms and conditions that constitute our Shipping Policy.
For common shipping-related queries, we have linked directly to relevant sections on this page:
- How do I track my Housenama order?
- What are Housenama's shipping charges?
- Once I have placed an order, how many days will it take for it to reach me?
- Can my order be expedited?
- How do I change delivery details of my order?
- Why is my shipment showing Delivered when I haven't yet received it?
- Why is my shipment showing Undelivered?
- Why is my shipment showing RTO (Return to Origin)?
- Why am I getting shipping updates from Shiprocket? Is Shipocket the courier company? Should I be following up with Shiprocket for my parcel?
- Do you ship internationally? What are the additional shipping charges? Will any additional customs duty and import charges be applicable?
To begin with, here's a detailed breakdown of what happens from the moment your order is placed.
Order Preparation
- Made-to-order: All name-plates on Housenama are made-to-order since these are customized with text and other instructions shared by you.
- Preparation Time: This varies from product to product depending on the processes involved in making the item. While most name-plates take between 1-3 days to prepare, some items do take take 3 weeks. Timelines (for, both, preparation and shipping) are indicated on the individual product page - right below the 'Add to Cart' button.
QC & Packing
- Quality Check: Once your nameplate is crafted, our team meticulously inspects it for any imperfections. Only those that meet our high standards are passed on for packaging.
- Failed Quality Check? No Problem! In the rare case that a nameplate doesn't pass our quality check, we prioritize creating a new one promptly. We believe in delivering only the best, and this may slightly affect the delivery timeline.
- Packing with Care: We use high-quality corrugated boxes, corrugated sheets and MDF sheets to ensure your nameplate is protected during transit. We also include any necessary fixtures along with the nameplate.
Shipping
- Shipment Creation and Pick-up: Once your perfectly packed nameplate is ready, we use a software called Shiprocket to generate a shipping label for your order. This label is then affixed to the parcel, and a pickup is scheduled with the courier company. In rare cases, we may also opt to deliver your parcel directly through our staff or hyperlocal delivery services such as Porter, Borzo and Dunzo.
- Courier Selection: The Shiprocket software that is used to generate your pick-up allows us to choose from multiple courier courier companies. The selection is based on a reliability score, price and estimated delivery timeline.
- Expedited Delivery: We use 'Surface' mode for all domestic orders. Most deliveries within India are completed within 3-5 working days through surface courier mode. It is the most cost-effective option. However, if you'd like the order to be expedited, we can arrange to send it via the 'Air' mode. You can let us know by adding a note against your order. Alternatively, you can get in touch with us via e-mail/WhatsApp/call. If there's a significant difference in shipping charges, we would ask you to bear the additional charges.
- Changes in Delivery Details: We can only accommodate a change in delivery details (recipient name, address or contact number) if you contact us prior to shipment. Once your order is picked up, you will need to contact the courier company directly. However, most couriers do not accept requests to modify the delivery address or phone number associated with the shipment.
- Tracking Your Delivery: As soon as your order is shipped, you'll receive a tracking link via email and/or WhatsApp on your registered contact details. This link allows you to track your order in real-time and get an estimated delivery date directly from the courier company. In case, you are unable to locate the link in your email or on WhatsApp, you can use this link to track your order.
- Holidays: Orders are not processed on Sundays and gazetted holidays. The same holds true for deliveries.
- Delays: If we are experiencing a high volume of orders, shipments may be delayed by a few days. If there is going to be a significant delay in shipment of your order, we will contact you via email or telephone.
- Shiprocket: We partner with Shiprocket, a leading logistics aggregator, to ensure efficient and reliable deliveries. Shiprocket assigns different courier companies to your order based on your delivery pincode, including trusted names like Bluedart, Amazon, and DTDC. They also send regular updates to customers about the shipment and assist us in resolving any delivery issues we might encounter. However, it's important to note that Shiprocket is not the courier company. Like any third-party service, they may not have complete control over the delivery process. To resolve delivery-related issues, it is best to get in touch with us or the courier company directly.
Shipping rates, methods & delivery estimates
Domestic (India)
- Shipping Fees: We offer free shipping across India.
- Our Courier Partners: We send majority of our shipments via Bluedart. Other courier services that we use include Amazon Shipping, Delhivery, DTDC, Ecom Express, Ekart Logistics, Gati, India Post, Shree Maruti, Shree Tirupati Courier and Xpressbees.
- Delivery Timelines: In a majority of cases, orders get delivered in 5-6 business days after you have placed the order. However, we request you to use the delivery period mentioned on the individual product pages for reference.
International (Shipping outside India)
- Shipping Fees: Applicable shipping fees will be calculated and displayed during Checkout.
- Our Courier Partners: We prefer to send all shipments by DHL. In some cases, we also use Aramex, FedEx, IndiaPost and ShiprocketX.
- Delivery Timelines: In a majority of cases, orders get delivered in 9-10 business days after you have placed the order. However, we request you to use the delivery period mentioned on the individual product pages for reference.
- Custom Duty & Import Charges (For shipping outside India): Our product + shipping fee does not include customs duty. Those will have to be borne by you and paid to the local authorities if applicable. We have no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. In our experience, the number of shipments that attract customs duty is less than 10% but the possibility surely exists. We will not be able to pay these charges for you or refund any of these charges.
Understanding Courier Company Practices
- Contact Before Delivery: Different courier companies have different practices regarding calls prior to delivery. Some may contact you before arrival, while others might prefer not to disturb you. Calls are typically made only if the delivery personnel deems it necessary.
- OTP Verification: Some courier companies might send a one-time password (OTP) for verification purposes while handing over the parcel. Please share the OTP only when they have arrived at your doorstep.
- Missing Package shows as Delivered: Sometimes you may see your package marked as "delivered" before you receive it. This may happen when the delivery agent accidentally scans the package as 'delivered,' while it's still in transit. In such cases, we would request you to wait for 1 day for the package to arrive. If it's still not delivered, please get in touch with us or you can contact the courier company directly.
- Package shows as Undelivered: An order may be marked undeliverable if nobody is available to accept the delivery OR part of the address is incorrect OR the recipient refuses delivery OR the address label may have become unreadable during shipping OR the package is damaged in transit OR local and regional contingencies prevented the delivery of the item OR when the delivery agent shares a wrong update. It is best to contact the courier company directly to rectify the situation. Alternatively, please contact us and we'll investigate it further.
- Package shows as RTO (Return to Origin): In cases where the parcel is undeliverable after multiple attempts, the shipment is returned to us and marked as RTO (Return To Origin). In such cases, we will contact you via email/WhatsApp/phone and re-ship the parcel using an alternative courier company. There are no additional charges for re-shipping
We recommend that you:
- Regularly check your tracking link to stay updated on the status of your delivery.
- Be present at the delivery location on the estimated delivery date to receive your parcel.
Contacting the Courier Company Directly
- For any delivery enquiries/instructions, you can contact the courier company directly using the information below.
- Please keep your AWB Number / Tracking Number handy, as the courier company will require it to access your shipment details.
- You can find your tracking number by checking the shipment notification email. Alternatively, you can click on the tracking link provided to you via WhatsApp. On the page that opens up, you will see the estimated delivery date followed by a map, and right below it you will find the courier company's name and your tracking number.
- IMPORTANT NOTE: Once your order is picked up, most courier companies will not accept requests to modify the delivery address or phone number associated with the shipment.
By providing this information, we hope to offer complete transparency about our shipping process and empower you to track your Housenama order every step of the way. If you have any further questions, please don't hesitate to contact us.