Shipping Policy

1. Booking Process

• Onboarded merchants book shipments via the ShipyBox panel, API, or any supported integration (Shopify, WooCommerce, Amazon, Flipkart, Meesho).
• Required fields: consignee name, address, PIN code, phone, declared value, weight, dimensions, payment mode (Prepaid or COD) and product description.
• Upon booking, ShipyBox generates the shipping label, AWB and manifest in the chosen Courier Partner's system.

2. Courier Allocation

• The ShipyBox Allocation Engine suggests the best Courier Partner per shipment based on serviceability, price, courier performance for the destination PIN, declared weight and merchant preferences.
• Merchants may override allocation by setting fixed rules or by manually selecting a Courier Partner at booking time.

3. Pickup Process

• Pickup is scheduled with the chosen Courier Partner against the merchant's verified pickup address.
• Standard pickup cut-offs vary by Courier Partner and pickup PIN; cut-off times are surfaced in the panel.
• Merchants should keep packages labelled, sealed and ready before the courier executive arrives.
• Pickup proof (signature, photograph or courier scan) is captured and reflected in the panel within 24 hours.

4. Tracking

• Live tracking is aggregated from Courier Partner APIs and displayed on the merchant panel and the public tracking page (shipybox.in/track).
• Scan events typically include: Manifested → Picked up → In-transit → Out for delivery → Delivered or RTO Initiated.
• Tracking accuracy and latency depend on the Courier Partner's systems; please refer to the Tracking Disclaimer in our Terms.

5. Delivery Timelines

• Indicative transit times are published per courier per zone inside the panel. They are not guaranteed by ShipyBox and may vary by Courier Partner, weather, civic disturbances, festivals or remote-area service levels.
• Volumetric weight is calculated as L × B × H (cm) ÷ 5000 unless the Courier Partner specifies otherwise; the higher of physical and volumetric is chargeable.

6. NDR (Non-Delivery Report) Handling

• When a Courier Partner reports a delivery failure (fake NDR, customer not available, address issue, OTP mismatch), ShipyBox surfaces the NDR in the panel and initiates the Automated NDR Workflow.
• The merchant or buyer can confirm the next attempt, share an alternate address, or request RTO.
• Buyer-confirmed re-attempts significantly reduce false RTOs.

7. RTO (Return to Origin) Handling

• RTO is initiated when a shipment cannot be delivered after multiple attempts, is refused by the buyer, or the buyer requests a return.
• RTO charges are billed per Courier Partner-published rates and reflected on the merchant invoice.
• RTO consignments are returned to the merchant's registered pickup address; arrival timelines depend on the Courier Partner's return network.

8. Weight Discrepancies

• Courier Partners audit weight and dimensions during transit. Where the audited weight exceeds the declared weight, an excess-weight charge is raised.
• ShipyBox provides a Weight Reconciliation & Dispute workflow: merchants can file disputes with audit photos, packaging dimensions and SKU evidence; ShipyBox represents the dispute with the Courier Partner.
• Disputes must be filed within seven (7) days of weight-discrepancy notification.

9. Volumetric Weight

Volumetric weight is calculated as Length × Breadth × Height (in centimetres) divided by 5000 unless the Courier Partner specifies a different divisor. The higher of physical and volumetric is the chargeable weight.

10. Additional Charges

Charges over and above the freight component may include:

• Fuel surcharge (per Courier Partner schedule).
• GST at applicable rates.
• Remote-area or out-of-delivery-area surcharge (ODA).
• COD handling fee — flat amount plus a percentage of order value, per Courier Partner.
• RTO charges — per shipment.
• Excess-weight charges — for under-declared shipments.
• Address-correction or re-attempt fees — where the Courier Partner levies them.
• Insurance premium — only where an explicit insurance add-on is purchased.

11. COD Remittance Timelines

COD collected by a Courier Partner is remitted to the merchant on a published cycle that varies by Courier Partner — typically Daily plus four (D+4) to D+8 business days from delivery, subject to verification and reconciliation. The exact cycle for each Courier Partner is published inside the panel.

• ShipyBox reconciles COD remittances against delivered consignments and credits the merchant's wallet or designated bank account net of applicable fees.
• Discrepancies (short remittance, late remittance, missing AWBs) must be reported within fifteen (15) days of the expected remittance date and will be investigated with the Courier Partner.
• Early COD Remittance (where opted) operates on a separately published cycle.

12. Shipment Restrictions

Refer to clause 6 of our Terms & Conditions for the prohibited and restricted items list. Booking restricted items will lead to consignment refusal, return, destruction or handover to authorities at the merchant's cost.

13. Lost Shipment Claims

• A shipment is treated as “lost” when the Courier Partner officially confirms loss after investigation, or when there has been no movement on the AWB for a period exceeding the Courier Partner's published threshold (typically 21 – 30 days from manifest).
• Claims must be filed by the merchant within the Courier Partner's claim window (commonly 7 – 30 days from the lost confirmation date) through the in-panel ticket flow.
• Required documentation: tax invoice, proof of declared value, product images, packaging proof and AWB history.
• Compensation, if any, is limited to the Courier Partner's declared SLA — typically the lower of declared value or a fixed per-kg cap. ShipyBox represents the claim, facilitates recovery and credits the recovered amount (net of Courier Partner deductions) to the merchant.

14. Damaged Shipment Claims

• Damage claims are valid only where the buyer has refused delivery citing damage, or where damage is reported with photographic evidence within forty-eight (48) hours of delivery.
• Required documentation: photographs of the parcel exterior, inner packaging and damaged contents; tax invoice; AWB; and a written buyer statement where available.
• Claims must be filed within the Courier Partner's claim window (commonly 7 – 30 days from delivery or refusal).
• Outcomes depend on Courier Partner investigation: full settlement, partial settlement, or rejection. ShipyBox represents the claim and credits recovered amounts (net of deductions) to the merchant.

15. Insurance Disclaimer

ShipyBox is not an insurer. Standard shipments are covered only to the extent of the underlying Courier Partner's declared SLA, which is generally limited and may not cover the full invoice value of the goods.

Where an explicit insurance add-on has been purchased (third-party insurer through ShipyBox), the policy terms of that insurer apply. Read the policy schedule carefully before opting in.

Merchants shipping high-value goods are advised to purchase the insurance add-on or arrange independent transit insurance. ShipyBox does not underwrite, guarantee or compensate beyond the Courier Partner SLA in the absence of an active insurance policy.

16. Courier Partner Responsibilities

• Pickup, transit, delivery and return.
• Maintaining scan accuracy and serviceability data.
• Honouring published SLAs, COD remittance cycles and claim policies.

17. Merchant Responsibilities

• Accurate booking data, packaging, weight and dimension declaration.
• Timely response to NDR queries.
• Adherence to the prohibited and restricted items list.
• Maintaining adequate balance in the panel for prepaid bookings.
• Filing claims, disputes and reconciliation requests within stated windows.