1. Commencement and Coverage
TRUEHEARTS is preparing to commence shipping across India. This Shipping Policy will apply from the date nationwide shipping is activated.
Delivery will be available only where all of the following conditions are met:
- The product is available
- The destination is serviceable
- A suitable courier is available
- Transport of the product is legally permitted
- Any disclosed special delivery charge has been accepted
International shipping is not currently offered unless separately confirmed in writing.
2. Standard Shipping Charges
Standard shipping within India is included in the communicated product price where the delivery address is serviceable through the regular TRUEHEARTS courier network.
No separate standard shipping charge will ordinarily be imposed for such serviceable locations.
3. Special Shipping Charges
Additional shipping charges may apply where any of the following conditions exist:
- The address is outside the regular courier network
- A special courier is required
- Postal delivery is required
- The location is remote or difficult to access
- Special handling is required
- The package exceeds standard courier limits
- The customer requests expedited or non-standard delivery
TRUEHEARTS will inform the customer of the proposed special charge. No special delivery charge will be imposed without customer approval.
If payment has already been made, standard delivery is unavailable, and the customer does not approve the special delivery charge, TRUEHEARTS may cancel the order and initiate the eligible refund within seven working days after cancellation approval.
4. Order Processing
An order will be processed after:
- Payment is verified
- Product availability is confirmed
- Address and PIN code are checked
- Any special delivery charge is accepted
- Required customer details are complete
The estimated dispatch period may be communicated in the order confirmation. Orders are generally processed on working days.
Processing may take longer during high-demand periods, public holidays, stock reconciliation, product shortages, extreme weather, transport interruption, or other circumstances beyond reasonable control.
5. Delivery Timeline
Delivery is normally expected within ten working days after dispatch. The ten-working-day period is an estimated normal delivery period and not an absolute guarantee.
Delivery time may vary because of destination, PIN code, courier routing, remote-location serviceability, public holidays, weather, natural events, strikes, government restrictions, transport disruption, security restrictions, or incorrect/incomplete customer information.
6. Dispatch and Tracking
Where tracking is available, TRUEHEARTS may provide courier name, AWB or tracking number, dispatch date, and tracking information through WhatsApp, SMS, email or another registered communication channel.
Courier tracking may require several hours after dispatch to become active.
7. Delivery Address Requirements
The customer must provide:
- Full recipient name
- Flat, house, shop or building number
- Street and locality
- Landmark, where required
- City
- State
- Correct PIN code
- Active mobile number
TRUEHEARTS is not responsible for delay or failed delivery caused by materially incomplete, incorrect or outdated information provided by the customer. An address change may not be possible after dispatch.
8. Customer Availability
The customer or an authorised recipient should remain available to accept delivery. The courier may contact the customer for directions or delivery coordination.
Where delivery fails because the customer is repeatedly unavailable, refuses the package without an eligible reason, provides an incorrect address, provides an inactive number, or does not respond to the courier, the package may be returned to TRUEHEARTS.
9. Return-to-Origin and Re-Dispatch
Where a package is returned because of customer-related delivery failure:
- Re-dispatch will be subject to product condition
- Re-dispatch will be subject to courier availability
- The customer may be required to pay return and re-dispatch charges
- Re-dispatch may not be possible where food safety or product integrity cannot be assured
No re-dispatch will be made until any applicable charge is paid.
10. Courier Delays
Courier services are provided by independent logistics companies. TRUEHEARTS will make reasonable efforts to assist with delayed shipments but cannot guarantee courier schedules.
A courier delay does not automatically create a change-of-mind cancellation right after dispatch. TRUEHEARTS will appropriately review a shipment that is officially declared lost, returned as undeliverable, materially delayed beyond reasonable expectations, or damaged in transit.
Nothing in this clause limits a statutory consumer remedy.
11. Lost or Undeliverable Shipments
Where a courier officially confirms that a shipment has been lost or cannot be delivered for reasons not caused by the customer, TRUEHEARTS may, subject to applicable law:
- Re-dispatch the order
- Use another courier
- Replace the affected product
- Issue a refund
- Provide another reasonable resolution
12. Inspection at Delivery
Customers should inspect the outer package at the time of delivery. Where the package appears torn, wet, leaking, crushed, open, resealed, or tampered with, the customer should:
- Record photographs or video before opening
- Preserve the shipping label
- Record a continuous unboxing video
- Preserve the package
- Report the matter promptly
Where practical, visible damage should also be noted with the delivery person.
13. Damaged or Incorrect Products
Claims involving damaged products, leaking products, expired products, defective products, missing items, or incorrectly supplied products will be processed under the Cancellation, Return, Replacement and Refund Policy.
Customers should report an eligible issue within five working days. Clear photographs are required for normal verification. A continuous unboxing video is strongly recommended, particularly for transit-damage and missing-item claims.
14. Delivery Confirmation
A shipment may ordinarily be treated as delivered where the courier tracking system records successful delivery to the customer, an authorised recipient, family member, office reception, building security desk, or another person reasonably available at the stated address.
Where the customer disputes delivery confirmation, the customer should contact TRUEHEARTS promptly so that the matter may be raised with the courier.
15. Grievance and Shipping Support
Grievance Officer: Sachin Vijay Barve
+91 8329911843 (Cell & WhatsApp) 4hearts.truehearts@gmail.com
Address: 3, Patel Chambers, Near Zilla Parishad, GPO Road, Nashik – 422002, Maharashtra, India
A shipping complaint will be acknowledged within 48 hours and will be endeavoured to be resolved within one month.