SHIPPING POLICY

We currently ship to most serviceable PIN codes within India. During checkout, enter your delivery PIN code to confirm serviceability. We reserve the right to add, modify, or restrict delivery areas at any time. International shipping, if available, will be separately notified on the Website.

• Orders are processed on business days (Monday–Friday, excluding public holidays).
• Orders placed before 12:00 PM IST on a business day will typically be processed the same day.
• Orders placed after 12:00 PM IST or on weekends/holidays will be processed on the next business day.
• Processing time: 1–2 business days from order confirmation.
• Orders placed during festive seasons, sales events, or promotional periods may experience additional processing delays of 2–3 business days. We will try to communicate such delays via email.

We use third party service provider for warehousing, shipping, logistics and last mile delivery for our confirmed orders. Delivery timelines are estimates only and are not guaranteed. They begin from the date of dispatch, not from the date of order. The Company shall try, on best effort basis, to deliver the Product within 5-7 business days. 

Delivery timelines may be affected by courier partner operations, weather conditions, local public holidays, or other Force Majeure Events. The Company shall not be liable for delays caused by such circumstances.

Shipping charges, if any, are displayed at checkout and are subject to change without prior notice.

• Free shipping may be available on orders above a certain value as notified on the Website from time to time.
• Expedited/express shipping may be available at an additional charge for select PIN codes.
• For COD orders, an additional Cash-on-Delivery convenience fee may apply.

COD is available at select PIN codes and for orders up to a maximum value as displayed at checkout. If you refuse a COD delivery without a valid reason, we reserve the right to suspend your COD privilege or your account. Repeated refusals may result in permanent COD blacklisting.

Once your order is dispatched, you will receive a shipment confirmation email and/or WhatsApp Message and/or SMS with a tracking number. You can track your order: (i) via the link provided in the confirmation email; (ii) on the courier partner's website; or (iii) via the 'My Orders' section on the Website. The Company is not responsible for inaccuracies in third-party courier tracking systems.

If a delivery attempt fails due to reasons such as incorrect address, recipient unavailability, or refusal to accept:

• The courier will typically attempt delivery 2–3 times before marking the shipment as undeliverable.
• After exhausted attempts, the shipment will be returned to our warehouse (RTO).
• In case of RTO due to customer fault (wrong address, unavailability), re-delivery charges will apply. Prepaid orders will not be refunded for shipping charges incurred.
• If an RTO order is eligible for a refund under our Returns Policy, the refund will be processed after deducting applicable shipping charges.

The Company shall not be liable for any losses arising out of failed deliveries caused by customer error or unavailability or non-acceptance of valid deliveries.

If you receive a product that is visibly damaged during transit (damaged outer packaging, broken seal, crushed container), please: (i) refuse to accept the delivery if the damage is evident at doorstep and note the refusal on the delivery challan; or (ii) within 24 hours of delivery, contact us at ideas@polestaralpha.com with photographs of the damaged packaging and product and your order number. We will arrange for a replacement or refund at our discretion after verification. We strongly recommend recording a video while opening the package. Claims for transit damage without supporting visual evidence may not be entertained.

If you receive an incorrect product, contact us within 24 hours of delivery with your order number and photographs of the item received. We will arrange return pickup and dispatch the correct product, subject to availability. If unavailable, a refund will be initiated.

Force Majeure / Delay in Delivery

The Company shall not be liable for any failure, delay, or interruption in the performance of its obligations, including but not limited to shipping, dispatch, or delivery of products, if such failure or delay arises out of or is attributable to events, circumstances, or causes beyond the reasonable control of the Company (“Force Majeure Event”).

Force Majeure Events shall include, without limitation:

• Acts of God (including floods, earthquakes, storms, or other natural disasters)
• War, invasion, armed conflict, civil unrest, riots, or acts of terrorism
• Epidemics, pandemics, public health emergencies, or quarantine restrictions
• Government actions, orders, regulations, lockdowns, or restrictions
• Strikes, lockouts, labour disputes, or industrial disturbances
• Disruptions in transportation, logistics, supply chains, or utilities (including failure of internet or telecommunications networks)
• Fire, explosion, or accident
• Any other event beyond the reasonable control of the Company

In the event of a Force Majeure Event:

• The Company’s obligations shall be suspended for the duration of such event.
• The Company shall make reasonable efforts to resume performance as soon as practicable.
• Customers acknowledge and agree that delivery timelines are indicative and not guaranteed under such circumstances.

The Company shall not be liable for any direct, indirect, incidental, or consequential damages, losses, or expenses arising out of such delay or failure in performance.

For all Returns, Refund, and Cancellation queries: 

Email: ideas@polestaralpha.com