Shipping & Delivery Policy

This Shipping & Delivery Policy explains how ApexMart handles a confirmed order — how long we take to dispatch it, how long the courier takes to deliver it, what standard delivery costs, how you track it, and exactly what happens when a delivery fails, arrives damaged or does not arrive at all. It forms part of our Terms & Conditions and applies to every order placed on the ApexMart platform.

Dispatch window: 1-2 business days from order confirmation
Delivery window: 3-7 business days from dispatch, for most serviceable PIN codes
Standard shipping charge: Free across India, unless the product page states otherwise
Where we deliver: Across India, to serviceable PIN codes. No international shipping at present.
Cancellation: Free of charge any time before your order is dispatched

1. Scope of this policy

This policy covers physical goods sold on the ApexMart platform, whether the seller of record is ApexMart or an independent seller onboarded to the platform. Where an order contains products from more than one seller, or products stocked in different warehouses, it may be split into multiple shipments that arrive separately. You are not charged extra for a split shipment, and each shipment is tracked on its own.

Shipped and sold by: ApexMart

2. Where we deliver

We deliver across India, to any PIN code served by our logistics partners.
We do not ship internationally at present. Orders can be placed only for delivery to an address within India.
Serviceability is checked against your PIN code at checkout. If a PIN code is not serviceable, or is temporarily suspended by the courier because of weather, local restrictions or an operational disruption, you will not be able to complete the order for that address. Please try an alternative address or write to us and we will tell you when the PIN code reopens.
Some categories cannot be carried by air or into certain regions because of statutory transport restrictions. Where that applies to a product in your cart, the product page or the checkout will say so before you pay.
We do not deliver to a post office box. A physical street address with a reachable occupant is required.

3. Order processing and dispatch

Once your order is confirmed — that is, once payment is authorised for a prepaid order, or once a Cash on Delivery order is verified — it moves into our packing queue.

Orders are packed and handed to the courier within 1-2 business days of order confirmation.
Business days are Monday to Saturday, excluding public holidays. An order placed on a Sunday or on a public holiday — or after our cut-off on the preceding working day — is processed on the next business day, and the dispatch window is counted from that day.
During sale events, festival periods and other unusually high-volume windows, dispatch may take one to two business days longer than usual. Where we know this in advance, it is stated on the product page or at checkout.
If a product turns out to be unavailable after your order is confirmed, we cancel that line, tell you why, and refund it in full in accordance with the Cancellation & Refund Policy. The rest of the order is dispatched normally.
Your order status moves through pending → confirmed → packed → shipped → delivered, and is visible at every stage in your account.

4. Delivery timelines

Delivery time is counted from the date of dispatch, not from the date you placed the order. For most serviceable PIN codes, delivery takes 3-7 business days after dispatch.

Stage	What happens	Timeline
Order confirmation	Payment authorised, or the COD order verified; stock allocated.	Same day, in most cases within minutes
Packing and dispatch	Item picked, quality-checked, invoiced, packed and handed to the courier.	1-2 business days
In transit	Carried by our logistics partner to your delivery address.	3-7 business days from dispatch
Remote and restricted-access locations	Jammu & Kashmir, Ladakh, the North-Eastern states, the Andaman & Nicobar Islands, Lakshadweep, hill districts and other remote PIN codes.	Typically 2-4 business days longer than the window above

These are good-faith estimates based on the performance our courier partners actually deliver on the route, not guaranteed dates.
Transit time can be extended by circumstances outside our control — courier disruption, severe weather, floods, strikes, local restrictions, regional bandhs, road or air network closures and public holidays. Section 16 explains how those events are treated.
Where a courier provides an expected delivery date, that date is shown to you as soon as the shipment is scanned into their network. It is the courier's estimate and may be revised by them in transit.

5. If your order is running late

We do not treat a late parcel as your problem to chase. If your order materially exceeds the timelines in section 4 — that is, if it has not been dispatched within 1-2 business days of confirmation, or has not been delivered within 3-7 business days of dispatch — this is what we commit to do:

Raise the delay with us through your account or at support@apexmart.in, quoting your order number.
We acknowledge your message within 1 business day and open a trace with the courier.
We come back to you with the courier's finding and a revised delivery date within 3 business days of opening the trace.
If the parcel cannot be located, cannot be delivered, or the revised date is not acceptable to you, we cancel the order and refund it in full — including any shipping charge you paid — within 5-7 business days of the cancellation, to the original payment method, in accordance with the Cancellation & Refund Policy.

Separately, and regardless of whether the order is late, you may cancel free of charge any time before your order is dispatched. See our Order Cancellation Policy for how to do that.

6. Shipping charges

Standard delivery is free across India on all orders, unless the product page or the checkout summary expressly states a shipping charge for that item.
Where a charge does apply — for oversized, heavy or specially handled items — it is shown as a separate line in the order summary before you pay. The total on the checkout page is the final amount payable. Nothing is added afterwards, and the courier will never ask you for a delivery fee at your door beyond the invoice amount on a COD order.
All prices and charges are in Indian Rupees (INR / ₹) and are inclusive of applicable GST unless the product page states otherwise. A GST invoice accompanies every shipment.
Re-delivery to a corrected address, after a delivery has failed because the address or contact number you supplied was wrong or incomplete, may attract a further shipping charge. We tell you the amount before arranging it.
Return shipping is treated separately: Free for defective, damaged or incorrect items. For change-of-mind returns, return shipping is borne by the customer.

A full breakdown of everything you can be charged is on our Pricing & Charges page.

7. Our courier partners

ApexMart does not operate its own delivery fleet. Dispatch and last-mile delivery are carried out by reputed third-party logistics providersand India Post, selected per shipment on the basis of the destination PIN code, the size and weight of the parcel, whether the order is prepaid or Cash on Delivery, and the partner's current performance on that route.

We choose the partner for each shipment. You cannot nominate a specific courier, and we cannot guarantee a specific delivery time slot.
The courier handling your parcel is named in the shipping confirmation you receive at dispatch, along with their tracking reference.
Our logistics partners handle your name, delivery address and phone number solely to deliver your order, as described in our Privacy Policy.

8. Tracking your order

In your account: sign in and go to Dashboard › My Orders. Every order shows its current status and, once it has shipped, its tracking reference and courier.
By email and in-app notification: we send a confirmation when the order is placed and a shipping confirmation the moment it is dispatched. The shipping confirmation carries the courier name and the tracking number.
A tracking number can take up to 24 hoursto become active on the courier's own website after we hand the parcel over. If it shows no scans after that, write to us and we will check it for you.
Please add our sending address to your contacts so shipping notifications are not filtered into spam.

9. Delivery attempts, failed and undeliverable deliveries

Our courier partners make up to three delivery attempts on consecutive business days at the address you provided. Before each attempt, the delivery executive normally calls the phone number on the order.

If nobody is available at the address, or the phone number does not connect, the attempt is recorded as failed and the courier tries again on the next business day.
After the final unsuccessful attempt, or where the address cannot be located, the parcel is marked undeliverable and returned to origin (RTO). A return leg typically takes a further 5-10 business days to reach us.
Once an RTO parcel is received and checked in at our facility, we cancel the order and refund it within 5-7 business days. For a prepaid order, the refund goes to the original payment method. For a Cash on Delivery order nothing was collected, so there is nothing to refund; the order is simply closed.
If a shipment is genuinely lost in transit and the courier confirms it cannot be recovered, we refund the order in full on the same timeline, without waiting for the parcel.
A customer who repeatedly refuses delivery of Cash on Delivery orders may have the COD option withdrawn from their account, and we may recover the actual to-and-fro freight cost on repeatedly refused orders. We tell you before doing either.

10. Your address and contact details

Give a complete address: house or flat number, building name, street, locality or landmark, city, state and the correct PIN code.
Give a working mobile number that you or the recipient will actually answer during the delivery window. Deliveries are frequently attempted only after a call.
You may edit the delivery address from Dashboard › My Orders or by writing to us only until the order is dispatched. Once a parcel is with the courier, the address is fixed and we cannot change it.
For office, hostel, gated-society or restricted-access addresses, please make sure the courier can reach you — mention the gate, block, floor or reception desk in the address.
We are not responsible for a delivery made to a wrong address, or for a failed delivery, where the address or phone number you supplied was incorrect or incomplete. Re-delivery in that situation may attract a shipping charge as described in section 6.

11. Cash on Delivery

Cash on Delivery (COD) is available for most products, subject to the delivery PIN code being COD-serviceable and to any order-value limit shown at checkout. Where COD is not available for your cart, the checkout will tell you before you place the order.
The amount due is the exact total shown on your invoice. Please keep the exact amount ready — delivery executives often cannot provide change, and a delivery may fail for that reason alone.
Where the courier supports it, you may be offered a digital payment option at the door (UPI or card on a handheld device). This is at the courier's discretion and cannot be guaranteed in advance.
Always collect the invoice or receipt from the delivery executive as proof of the amount paid.
Because no money changes hands until delivery, a COD order that is cancelled or returned to origin costs you nothing. Refunds on a COD order that was delivered and later returned are credited to your ApexMart wallet or to a bank account you nominate, as set out in the Cancellation & Refund Policy.

12. Checking your parcel at the time of delivery

Risk in the products passes to you on delivery at the address you provided, so please spend a moment on the parcel before you accept it.

Check that the outer packaging is sealed, intact and not tampered with, and that the shipping label carries your name and order number.
If the packaging is visibly torn, wet, re-taped, open or tampered with, refuse the parcel and tell us the same day. A refused parcel returns to us and is refunded in full. This is by far the cleanest outcome for you.
Where you accept the parcel, please record an unboxing video in a single unbroken take that starts with the sealed parcel and the shipping label clearly visible and continues until the contents are fully unpacked. It is the single most useful piece of evidence in any damage or missing-item claim.

13. Damaged, tampered, wrong or short-shipped parcels

Once we have your report and evidence, we investigate and tell you the outcome within 3 business days.
Where the claim is accepted, you choose a free replacement or a full refund. Refunds are processed within 5-7 business days to the original payment method.
Return shipping is free for a defective, damaged, incorrect or short-shipped item — we arrange the pickup and bear the cost.
Please keep the product, all accessories, tags, manuals, free items and the original packaging until the claim is closed. A pickup can fail if the packaging has been discarded.
Reports made after 48 hours are still assessed under the standard 7-day return window, but a courier-damage claim becomes much harder to substantiate once the courier's evidence retention period has passed.

14. Marked delivered but not received

Occasionally a courier marks a shipment delivered when you have not received it. If that happens, please tell us within 48 hours of the delivery scan and we will take it up on your behalf.

First, please check with family members, neighbours, your building security desk, your reception or mailroom, and any alternative address on the order — a large share of these cases resolve here.
Write to us with your order number and the tracking reference. We acknowledge within 1 business day and immediately request the proof of delivery (POD) from the courier — the delivery scan, timestamp, GPS location and the name or signature of the person who received it.
We share the courier's finding with you within 3 business days of receiving it, and in any case tell you where the investigation stands.
If the courier cannot establish that the parcel was delivered to you or to a person authorised by you, we treat the shipment as lost and refund it in full within 5-7 business days, or send a replacement if you prefer and the item is in stock.

Please raise these cases with us rather than only with the courier — the shipping contract is between ApexMart and the logistics partner, so we are the party they will answer to.

15. Cancellation, returns and refunds

Delivery and money-back are governed by separate documents so there is a single source of truth for each number. In summary:

Cancellation: Free of charge any time before your order is dispatched
Return window: 7 days from the date of delivery
Refund processing: 5-7 business days, to the original payment method
Return shipping: Free for defective, damaged or incorrect items. For change-of-mind returns, return shipping is borne by the customer.

The full terms — how to raise a request, which products are non-returnable, and how refunds are issued on prepaid and Cash on Delivery orders — are set out in our Cancellation & Refund Policy and Order Cancellation Policy. Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.

16. Events outside our control

Delivery timelines are suspended for as long as performance is prevented by an event beyond our reasonable control — including an act of God, flood, fire, earthquake, epidemic, civil unrest, strike, war, act of terrorism, government or regulatory action, courier network failure, road or air closure, or a failure of a telecommunications or payment network. Where such an event affects your order, we will tell you as soon as we reasonably can and give you a revised estimate. If the delay becomes unreasonable, you may cancel and receive a full refund on the timeline in section 5.

17. Contact us about a delivery

For anything to do with a shipment — a delay, a tracking query, a damaged parcel or a change of address before dispatch — reach us at the details below, or through our Contact page. Please quote your order number so we can pull the shipment up immediately.

Legal entity: ApexMart
Email: support@apexmart.in
Business hours: Monday to Saturday, 10:00 AM to 7:00 PM IST

18. Grievance redressal

If a shipping complaint is not resolved to your satisfaction through support, you may escalate it to our Grievance Officer, appointed under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Complaints are acknowledged within 48 hours and resolved within 30 days of receipt.

Designation: Grievance Officer
Email: grievance@apexmart.in

The full escalation path and the timelines we work to are on our Grievance Redressal page.

19. Changes to this policy

We may update this policy to reflect changes in our logistics operations, our courier partners or the law. The current version is always published on this page with the "Last updated" date shown at the top. The policy in force when your order is confirmed is the policy that applies to that order.