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Delivery / Shipping Policy

Delivery / Shipping Policy

Thulo.Com promises 'Tension Free Delivery' for all the products that you order. We ensure this by bringing together critical elements of shipment such as Packaging, Timely Delivery, Order Status Updates and Support from our trusted Logistics Partners. So once you have placed an order, be rest assured as we will look after everything. Also, timely delivery of the order is our utmost priority however, actual delivery depends upon availability of the product with the sellers, your shipping address, etc. We have collaborated with top Courier and Logistics Partners to assure that you receive your order on time. Each order is usually processed within 48 hours and we update you at every step, i.e. when the order is placed, processed, shipped, and delivered. If you have any questions during the process, feel free to reach our customer support.

 

1. How do I track my order?

You can check the status of your order from your Thulo.Com "Your Account" or from through this link https://thulo.com/orders/. We ensure timely communication about your order status via Email / SMS under the following conditions:

  • When your order is confirmed / processed / shipped / delivered
  • When your order shipment is delayed
2. How long does it take to deliver the product after it has been dispatched?

It usually takes between 3 to 5 days to deliver the order after it has been dispatched. This varies depending upon your and the seller's location.

Once the order has been dispatched, we will notify you with the estimated delivery date on your registered contact details via Email / SMS along with the tracking number and courier/delivery partner details.

In case a seller is unable to fulfill the order on time, we will transfer the order to another seller. If the order still can’t be fulfilled, the same will be cancelled and your refund will be processed.

3. How much do you charge for shipping the products?

The shipping cost, if applicable, is mentioned on the product page. The amount that you pay while placing the order at Thulo.Com would include the product and courier charges.

For Cash on Delivery (COD) orders, the amount to be paid is mentioned on the package. It is the same price that is displayed while placing the order. You are not required to pay any extra amount at the time of receiving the COD order.

4. My order is dispatched for delivery, but has not been reached?

If the status is marked as “DISPATCHED FOR DELIVERY”, and is not delivered to you in the next 24 hours, kindly check with the courier company or contact us at https://thulo.com/customer-support.html. We will follow up with the courier partner until your order is delivered.

5. What do I do if my product is delivered at the wrong address?

In case you discover that the Courier Company has delivered your package to the wrong address, you should immediately contact us at Customer Support. We will follow up with the courier partner and notify you at the earliest possible.

6. Why is my order not delivered within the expected delivery date?

There could be a delay depending upon your shipping address, seller’s location, courier services and unfavorable climatic conditions. You can track your shipment from the courier company’s website, using the tracking number sent to you on your registered Email/Contact number. If there's no update in shipment, please wait for 48 hours. Else, get in touch with our customer support team using the below link: Customer Support

7. Why have I received a partial order?

Since your products may be shipped from different sellers, orders with multiple products and different delivery timelines will be delivered to you separately.

8. Why does delivery time for the same product vary from seller to seller?

The number of days could vary depending upon your shipping address and seller’s location.

9. Why is delivery time different for different products?

The delivery time varies depending upon the following factors:

  • Your Shipping / Delivery Address
  • Merchant / Seller’s Location
  • Size of Consignment
10. I am unable to track my shipment. What should I do?

Courier companies update the tracking number on their website after the shipment is handed over to them. Sometimes it takes up to 48 hours for the tracking number to get updated. However, the shipment is on its way to its destination. If you have recently received the shipment details, we would recommend you to wait and try tracking on the website after some time. If the tracking number is still not updated, please get in touch with us at https://thulo.com/customer-support.html.

11. Can I change the Shipping Address?

You may request a change of address as long as the order is not packed and ready for shipment. You can track the status of your order from Thulo.Com 'Your Account' section or from Orders

If the order is not yet ready for dispatch, you can change your shipping address from the 'Your Account' section or contact us at Customer Support.

If your current order has already been shipped, you can still update the address in your Thulo.Com Address Book for future orders. To edit an existing address that is saved in your Thulo.Com Account, kindly visit the 'Address Book' page and click on 'Edit'. After you have made the required changes in the Address, click on 'Save'.

12. Does Thulo.Com deliver internationally?

Yes, Thulo.Com does deliver to international locations on eligible products. Look for Globe Icon, in the product page for products eligible for international shipments.

13. What if the courier is not providing home delivery?

You can contact our Customer Support team using the link https://thulo.com/customer-support.html and we will get in touch with the courier service provider to deliver your product.

14. What is RTO?

'Return To Origin' or RTO means that the courier company tried to deliver the order at your address but could not deliver the same due to any of the following reasons:

  • You were not available to receive the order.
  • Your location was out of the delivery area of the courier.
  • Payment was not ready with you at the time of delivery.
  • Your address was not traceable.
  • Hence, it is shipped back to the Seller
15. What happens after an RTO is received by Thulo.Com?
  • If it is a Cash On Delivery Order, the product will be returned to the seller.
  • If it is a Prepaid Order, we will refund the amount to your bank account.