1. Shipping Coverage

We currently deliver orders to serviceable PIN codes within India.

Delivery availability depends on:

– The customer’s delivery PIN code
– Courier partner coverage
– Product availability
– Applicable legal or logistical restrictions
– Local delivery conditions

A customer may be unable to place an order where the entered PIN code is not serviceable by our courier partners.

We reserve the right to restrict or discontinue delivery to any location where delivery is unavailable, unsafe, commercially impractical, or restricted by law.

2. Order Processing

Orders are processed after successful order placement and, where applicable, payment confirmation or Cash on Delivery verification.

Orders are generally processed within:

Processing Time: 1 to 2 business days

Orders placed on Sundays, public holidays, or outside regular business hours may be processed on the next working day.

Processing may take longer during:

– Public holidays
– Promotional sales
– High-order-volume periods
– Technical interruptions
– Stock verification
– Payment verification
– Courier disruptions
– Events beyond our reasonable control

Order confirmation does not always mean that the product has been dispatched.

A separate dispatch or tracking update may be sent after the parcel is handed over to the courier partner.

3. Order Verification

To reduce fraudulent, incomplete, or incorrect orders, Mastiwala.in may verify an order before dispatch.

Verification may be conducted through:

– Email
– Order confirmation message
– Automated communication
– Another reasonable verification method

Where an order cannot be verified, contains incomplete information, or appears suspicious, BigVed Company may place the order on hold or cancel it.

Customers must provide accurate and complete order information.

4. Estimated Delivery Time

After dispatch, orders are generally delivered within:

Estimated Delivery Time: 3 to 7 business days

The estimated delivery period begins from the date of dispatch and not necessarily from the date on which the order was placed.

Delivery times are estimates only and may vary depending on:

– Customer location
– Courier partner operations
– Remote or restricted-area service
– Weather conditions
– Public holidays
– Local events
– Transportation delays
– Government restrictions
– Incorrect or incomplete delivery details
– Circumstances beyond our reasonable control

We do not guarantee delivery on a particular date unless such a commitment is expressly confirmed in writing.

5. Shipping Charges

Applicable shipping or delivery charges, if any, will be displayed on the product page, cart, or checkout page before the order is completed.

Shipping charges may depend on:

– Delivery location
– Order value
– Product type
– Parcel weight or size
– Payment method
– Courier availability
– Promotional offers

Any free-shipping offer will be subject to the conditions displayed on Mastiwala.in at the time of purchase.

6. Payment Methods

Available payment methods may include:

– Prepaid online payment
– UPI
– Debit or credit card
– Net banking
– Supported digital payment methods
– Cash on Delivery, where available

Payment options may vary according to the customer’s location, product, order value, courier availability, or risk assessment.

Cash on Delivery may not be available for every order or delivery location.

7. Cash on Delivery Orders

Cash on Delivery orders may require verification before dispatch.

Customers must keep the complete payable amount available at the time of delivery.

The courier delivery representative may not be authorised to:

– Open the parcel before payment
– Accept partial payment
– Change the order amount
– Approve a return or replacement
– Provide product guidance
– Resolve an order complaint

Any concern relating to the order must be submitted to our official customer support email.

Repeated refusal of confirmed Cash on Delivery orders may result in restrictions on future Cash on Delivery purchases.

8. Discreet Packaging

We understand the private nature of personal wellness purchases.

Orders are shipped in plain and discreet outer packaging.

The outside of the parcel will generally not display product photographs or unnecessary information describing the personal nature of the product inside.

However, the parcel may contain or display information required for lawful and operational purposes, including:

– Customer name
– Delivery address
– Customer contact details
– Shipping label
– Invoice details
– Order reference
– Courier information
– Tax or regulatory declarations

Discreet packaging does not mean that legally or operationally required information will be removed.

9. Order Tracking

Where tracking is available, tracking details may be shared through:

– Email
– The customer’s order page
– Courier tracking communication
– Another available communication method

Tracking information may take some time to become active after dispatch.

Mastiwala.in does not control the courier partner’s tracking platform and cannot guarantee that every movement will be updated in real time.

Customers may contact us if the tracking status remains unchanged for an unusually long period.

10. Accurate Delivery Information

Customers are responsible for providing complete and accurate delivery information, including:

– Full recipient name
– Complete house, building, street, or locality details
– Landmark, where required
– City and state
– Correct PIN code
– Active mobile number
– Email address, where applicable

BigVed Company will not be responsible for delays, failed delivery, loss, or additional expenses caused by incomplete, incorrect, misleading, or outdated information provided by the customer, subject to applicable law.

11. Address Changes

Customers should review the delivery address carefully before placing an order.

An address-change request may be accepted only if:

– The order has not been dispatched
– The requested address is serviceable
– The order has not entered courier processing
– The change can reasonably be made

Once an order has been dispatched, changing the delivery address may not be possible.

To request an address change, contact:

Customer Support Email:
mastiwalamart@gmail.com

Please include the order number and the correct delivery address.

Submitting a request does not guarantee that the address will be changed.

12. Delivery Attempts

The courier partner may attempt delivery according to its standard operating process.

Customers should:

– Keep their mobile number active
– Respond to genuine delivery calls
– Ensure someone is available to receive the parcel
– Provide reasonable directions where required
– Pay the complete amount for Cash on Delivery orders

If the customer is unavailable, refuses the parcel, does not respond, or provides an incorrect address, the parcel may be returned to the sender.

Additional shipping or re-dispatch charges may apply where another delivery attempt or fresh shipment is requested.

13. Failed Delivery

A delivery may fail because of:

– Incorrect or incomplete address
– Incorrect PIN code
– Inactive or unreachable mobile number
– Customer unavailability
– Refusal to accept the parcel
– Refusal to make Cash on Delivery payment
– Restricted entry to the delivery location
– Courier service limitations
– Circumstances beyond reasonable control

If a prepaid order is returned to us because of customer-related delivery failure, any approved refund may be processed after deducting applicable forward and return shipping charges, where legally permitted and clearly applicable.

Refund eligibility will be governed by our Return and Refund Policy and applicable law.

14. Remote and Restricted Locations

Some remote, rural, border, high-security, institutional, military, or restricted locations may require additional delivery time.

In certain locations, delivery may be completed at:

– The nearest courier centre
– A serviceable pickup point
– A nearby accessible location
– Another location agreed with the courier partner

Delivery availability and method depend on courier coverage and local conditions.

15. Delivery to Offices, Hotels, Hostels, and Institutions

Orders addressed to offices, hotels, hostels, hospitals, colleges, institutions, gated communities, or shared premises may be delivered to:

– Reception
– Security desk
– Mail room
– Authorised representative
– Another person available at the provided address

A delivery recorded as received by an authorised or reasonably available person at the specified address may be treated as completed.

Customers should ensure that the recipient or authorised person is informed about the expected delivery.

16. Inspection at the Time of Delivery

Before accepting the parcel, customers should check whether the outer package appears:

– Opened
– Torn
– Crushed
– Wet
– Tampered with
– Severely damaged

Where the parcel appears visibly tampered with or severely damaged, the customer should refuse delivery where reasonably possible and contact our support team.

Customers are advised to record a clear and continuous unboxing video beginning before the parcel is opened.

The video should clearly show:

– The sealed outer parcel
– Shipping label
– All sides of the package
– Opening of the parcel
– Product received
– Any damage, shortage, or incorrect item

An unboxing video may be required to investigate claims involving damaged, missing, incorrect, or incomplete products.

17. Damaged, Missing, or Incorrect Orders

If the customer receives a damaged, missing, incomplete, or incorrect product, they must contact customer support within the time specified in our Return and Refund Policy.

The complaint should include:

– Order number
– Customer name
– Registered contact details
– Clear description of the issue
– Photograph of the shipping label
– Photographs of the parcel
– Photographs of the product received
– Complete unboxing video, where available or required

Customers must not use, wash, alter, dispose of, or further damage the product while the complaint is under review.

The request will be reviewed according to our Return and Refund Policy and applicable consumer law.

18. Delayed Delivery

We make reasonable efforts to dispatch and deliver orders within the estimated timeframe.

However, delivery may be delayed because of operational, courier, weather, legal, technical, public-health, transportation, or other circumstances beyond our reasonable control.

Where there is a substantial delay, customers may contact our support team for an update.

Where an order is not delivered within the stated schedule and the delay is not caused by the customer or a force-majeure event, any available cancellation, refund, or other remedy will be considered in accordance with applicable law and our website policies.

19. Lost Shipment

Where tracking indicates that a parcel may have been lost in transit, Mastiwala.in may raise an investigation with the courier partner.

The investigation may require reasonable time.

After the courier investigation is completed, an eligible customer may be offered:

– Re-dispatch of the product
– Replacement
– Refund
– Another lawful resolution

The available resolution will depend on stock availability, payment status, courier findings, order circumstances, and applicable law.

20. Split Shipments

An order containing multiple items may be delivered in separate parcels.

Separate tracking details may be provided for each shipment.

The customer will not be charged additional shipping solely because BigVed Company chooses to split an order, unless a separate charge was clearly disclosed and accepted before purchase.

21. Partial Availability

If one or more products become unavailable after an order is placed, we may:

– Contact the customer
– Dispatch the available products
– Cancel the unavailable item
– Offer a replacement option
– Refund the amount paid for the unavailable item

No replacement product will be sent without the customer’s consent where the replacement is materially different from the ordered product.

22. Courier Partners

BigVed Company may use independent courier, logistics, warehouse, fulfilment, or delivery service providers.

These service providers may receive necessary customer information for processing and delivering the order.

Although we select service providers with reasonable care, their delivery operations may be governed by their own procedures and service limitations.

23. Risk of Fraudulent Communication

Customers should rely only on official information available on Mastiwala.in.

Mastiwala.in and BigVed Company will never ask a customer to share:

– UPI PIN
– Banking password
– Debit or credit card PIN
– Account password
– One-Time Password or OTP

Customers should not make payment to an unknown personal account or unofficial payment link claiming to be associated with Mastiwala.in.

24. Force Majeure

BigVed Company will not be responsible for a delay or failure caused by events beyond its reasonable control, including:

– Natural disasters
– Flood, fire, earthquake, or severe weather
– Epidemic or public-health emergency
– War, civil disturbance, or terrorism
– Government restrictions
– Strikes or transportation shutdowns
– Internet, payment, or technical failure
– Courier network disruption
– Road closure
– Law-and-order restrictions
– Other unavoidable events

We will make reasonable efforts to inform affected customers and complete or resolve the order when normal operations resume.

25. Cancellation Before Dispatch

A customer may request cancellation before dispatch by contacting our support team.

Cancellation is not guaranteed after the order has entered processing, packing, or courier dispatch.

Cancellation requests are governed by our separate Cancellation Policy.

26. Returns and Refunds

Shipping, delivery, return, replacement, and refund matters are connected but governed by separate conditions.

Customers should read our:

– Return and Refund Policy
– Cancellation Policy
– Terms and Conditions
– Privacy Policy

Nothing in this policy is intended to remove or restrict any mandatory consumer right available under applicable law.

27. Policy Updates

BigVed Company may update this Shipping and Delivery Policy to reflect changes in:

– Business operations
– Courier arrangements
– Payment methods
– Legal requirements
– Delivery coverage
– Website functionality

The updated policy will be published on Mastiwala.in with a revised “Last Updated” date.

The policy applicable to an order will generally be the version displayed at the time the order was placed, subject to applicable law.

28. Contact Us

For shipping, delivery, tracking, or order-related enquiries, contact:

Website: www.mastiwala.in
Legal Business Name: BigVed Company
Customer Support Email: mastiwalamart@gmail.com

Please include your order number and registered customer details in all order-related emails.

Thank you for shopping with Mastiwala.in