Shipping policy

SHIPPING & DELIVERY POLICY (INDIA ONLY)

 

Last updated: 1 September 2025

 

This Shipping & Delivery Policy (“Policy”) constitute a legally binding agreement between you (“you,” “your,” or “User”) and Tinymart Global Private Limited (“Tiny Trolly”, “we,” “us,” “our,” or “Company”), a company incorporated under the Companies Act, 2013, with its registered office at 311, Tower C, Bhutani Cyber Park, Sector 62, Noida, Uttar Pradesh, India. This Policy governs shipping, delivery, tracking, and related logistics for orders placed on our e-commerce marketplace at www.tinytrolly.com (the “Platform”) and forms an integral part of the Terms of Service available at https://www.tinytrolly.com/policies/terms-of-service.

 

We operate the Platform as an online marketplace and, in this capacity, acts solely as an “intermediary” as defined under Section 2(w) of the Information Technology Act, 2000, and the rules made thereunder, as amended from time to time (“IT Act”). In accordance with Section 79 of the IT Act, we claim all limitations of liability, statutory exemptions, and “safe harbour” protections provided thereunder. Accordingly, Tiny Trolly shall not be liable for any third-party information, data, content, or communication link made available or hosted on the Platform, including but not limited to shipping, delivery, tracking, and related logistics services or communications between delivery partner/personnel and buyers, when such content is provided by third parties.

 

Tiny Trolly does not initiate the transmission, select the receiver of the transmission, or select or modify the information contained in the transmission on behalf of third parties. Tiny Trolly exercises due diligence as prescribed under applicable law, including adherence to the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, and shall act expeditiously to remove or disable access to unlawful content upon obtaining actual knowledge or upon receiving a legally compliant notice from appropriate authorities.

 

Nothing in this Policy or Platform usage shall be interpreted to override the statutory rights and obligations arising under Section 79 of the IT Act or any related rules as may be amended from time to time.

 

Capitalized terms used but not defined here have the meaning given to them in the Terms of Service. Services are offered and fulfilled only within India; international shipping is not available currently.

 

1.         Serviceability & Address Requirements

 

1.1.     India-Only Delivery: We currently provide delivery services only within the territory of India. Orders must specify a valid and serviceable delivery address located in India. Any order placed with an international delivery address will be cancelled, and if prepaid, the amount paid shall be refunded strictly in accordance with the Refunds provisions of our Cancellation, Refund & Return Policy.

 

1.2.     Pin-Code Availability: Delivery is subject to the operational coverage of our logistics partners. Certain pin codes may be unserviceable or may attract longer delivery timelines, special conditions, or additional charges depending on the serviceability of the area. Availability for your pin code will be indicated at the time of order placement, wherever possible.

 

1.3.     Address Accuracy: You are solely responsible for providing complete, accurate, and up-to-date delivery details, including but not limited to: flat/house number, building name, street details, landmark, city, state, pin code, and an active contact number. Any delay, failed delivery, or non-delivery arising out of incomplete, inaccurate, or incorrect details provided by you shall not be attributable to the Company, and no refund or redelivery shall be made in such cases except at the sole discretion of the Company.

 

2.         Order Processing & Dispatch

 

2.1.     Processing: All orders are processed only after confirmation. In the case of prepaid orders, processing shall commence upon successful receipt and authorisation of payment. For orders placed under the Cash-on-Delivery (“COD”) option, the Company reserves the right to undertake verification (including telephonic or electronic confirmation) prior to dispatch. Failure to complete such verification may result in cancellation of the order with no liability on the Company.

 

2.2.     Dispatch: Following successful processing, products are prepared for dispatch by the Company through its authorised logistics service providers. Packaging and dispatch standards shall be in accordance with the operational norms of the partner brand and the logistics provider. The Company shall not be liable for any variations in packaging style, branding, or presentation so long as statutory packaging requirements are met.

 

2.3.     Split Shipments: Where an order contains multiple products, such products may be dispatched separately and may bear distinct tracking numbers, depending on the availability of items and the policies of the partner brands and logistics providers. Unless otherwise expressly stated at the time of checkout, any shipping charges payable shall apply once per order, irrespective of split shipments.

 

3.         Shipping Methods, Timelines & Charges

 

3.1.     Methods & Carriers: The Company engages only reputable third-party logistics providers for the delivery of products. The selection of the logistics provider and the method of shipment shall be determined automatically, based on the serviceability of the delivery location, the nature of the products, and weight or volume considerations. Customers are not entitled to demand the use of a specific carrier or mode of shipment.

 

3.2.     Indicative Timelines: Estimated delivery timelines are displayed at the time of checkout and may also be communicated by email, SMS, or other post-order notifications. Such timelines are for guidance only and are subject to change depending on operational capacity, geographical restrictions, weather conditions, regulatory checks, or other unforeseen factors affecting the logistics provider or partner brand.

 

3.3.     Charges: All applicable shipping, handling, convenience, and COD charges, if any, shall be clearly displayed to you at the time of checkout before the order is confirmed. By placing an order, you agree to the charges as indicated. Such charges are non-refundable except in circumstances expressly provided under the Cancellation, Refund & Return Policy.

 

3.4.     No Time Guarantees: While the Company and its affiliates make every reasonable effort to facilitate timely delivery of products, it does not represent, guarantee or warrant, expressly or impliedly, that delivery will occur on any specific date or within a specified period. All delivery timelines provided are indicative and subject to change. Tiny Trolly shall not be responsible or liable for any delay non-delivery, or rescheduling attributable to logistics providers, partner brands, User actions or omissions, or any events or circumstances constituting Force Majeure Events (including natural calamities, strikes, regulatory restrictions, disruption of transport, governmental actions or other events beyond the Company’s reasonable control) shall not constitute a breach of this Policy and shall not entitle the User to any compensation, damages, or cancellation rights beyond those set out in the applicable Policies. The User expressly agrees and undertakes to provide all reasonable cooperation and facilitate necessary access permissions for Tiny Trolly’s representatives, partner brands, and/or designated logistics providers to enter into apartments, complexes, compounds, gated communities, buildings, or other delivery locations as specified in the order details. Failure to provide such access, resulting in delayed, failed, or rescheduled delivery, shall not entitle the User to any compensation, damages, or cancellation rights except as expressly set out in Tiny Trolly’s applicable Policies or as mandated under applicable law. Tiny Trolly’s sole obligation in events of delayed or failed delivery due to lack of access or other external circumstances shall be limited to providing reasonable assistance in accordance with its internal policies and statutory obligations.

 

4.         Tracking & Delivery Updates

 

4.1.     Tracking Link: Upon dispatch of your order, you shall receive the relevant tracking details, including the airway bill (“AWB”) or consignment number, together with a tracking link, by way of email, SMS, or notification in your account dashboard on the Platform. Such information shall enable you to monitor the progress of your shipment directly with the assigned logistics provider.

 

4.2.     Status Visibility: All tracking updates are generated and uploaded by the respective logistics provider. Accordingly, there may be a time lag between the actual physical movement of your shipment and the corresponding status update reflected in the tracking system. The Company does not control or guarantee the frequency or accuracy of tracking updates provided by third-party logistics providers.

 

5.         Delivery Requirements & Attempts

 

5.1.     Recipient Availability: You are responsible for ensuring that you, or an authorised recipient, are available at the delivery address to accept the shipment at the time of delivery. Logistics providers may, in accordance with their own policies, attempt delivery one or more times. Failure to accept delivery after reasonable attempts may result in the order being returned to origin (“RTO”).

 

5.2.     Proof of Delivery: Delivery of an order may require verification in the form of a one-time password (OTP), signature, photograph captured by the carrier, or any other acknowledgement reasonably requested by the logistics provider. Such acknowledgement by you, or by an authorised recipient at the address (including a family member, colleague, receptionist, or security personnel), shall constitute valid proof of delivery.

 

5.3.     COD Orders: For orders placed on a COD basis, you must tender the exact order amount in cash or online payment at the time of delivery of product(s). Inability or refusal to make payment may lead to cancellation of the order, and may also result in withdrawal of the COD facility for your account.

 

5.4.     No Rerouting Post-Dispatch: Once a shipment has been dispatched, changes to the delivery address, rerouting to a different address, or requests for redirection are not permissible. If attempted, such changes may cause delay and/or attract additional charges, which shall be borne exclusively by you.

 

6.         Inspection on Delivery & Tamper-Evident Packaging

 

6.1.     Check on Receipt: At the time of delivery, you are required to examine the outer condition of the package before accepting it. If the package appears to be open, tampered with, or visibly damaged, you may refuse to accept delivery and must immediately notify our customer support team, providing clear photographs of the package to enable us to raise the matter with the logistics provider and/or partner brand. Refusal to accept a tampered or damaged package at the time of delivery shall not affect your rights under the applicable return or refund policies.

 

6.2.     Post-Delivery Issues: If you identify any transit-related damage, missing items, or a short shipment after having accepted delivery, you must notify us immediately but not later than twenty-four (24) hours of delivery. Such notification must be accompanied by clear photographs or videos of the parcel, inner packaging, and the product, together with a copy of the invoice. Where available, an unboxing video may also be requested to substantiate the claim. Claims made after expiry of the 24-hour period, or without adequate supporting evidence, shall not be entertained.

 

7.         Non-Delivery, Delays & Lost in Transit

 

7.1.     Non-Delivery: If the tracking records of the logistics provider reflect that the shipment has been “delivered,” but you have not actually received the parcel, you must notify our customer support team immediately buyt not later than twenty-four (24) hours of such “delivered” status. Upon receiving your notification, we will initiate a trace request with the logistics provider. You may be required to provide additional documents, including but not limited to, proof of identity, address confirmation, or a non-receipt declaration, to facilitate the investigation. Claims raised beyond the twenty-four (24) hour period may not be accepted.

 

7.2.     Lost in Transit: If a shipment is confirmed as lost by the logistics provider, we will either arrange for a reshipment of the product (subject to availability of stock) or process a refund of the order value in accordance with the Refund provisions of the Cancellation, Refund & Return Policy.

 

7.3.     Delays: In the event that delivery of your order is delayed beyond the estimated timeline provided at checkout, we will coordinate with the logistics provider to expedite delivery or provide you with an updated timeline. Remedies for delayed shipments are strictly limited to reshipment or refund, as applicable, and no additional compensation or damages shall be payable.

 

7.4.     Reshipment/Refund.

 

(i)        Prepaid orders: If an order paid for in advance is returned to origin due to reasons attributable to you (including but not limited to refusal to accept delivery, unavailability, or incorrect/incomplete address), we may, at our discretion: (a) arrange for reshipment of the product, subject to payment by you of the applicable shipping and handling charges; or (b) issue a refund of the order value after deducting the two-way shipping and handling costs actually incurred.

 

(ii)       COD orders: As no advance payment is collected, no refund shall be applicable in respect of COD orders that are returned due to customer-attributable reasons. Repeated refusals to accept COD deliveries may, at our discretion, result in suspension or permanent withdrawal of the COD facility for your account.

 

(iii)      Failures Attributable to the Company, Partner Brand, or Logistics Provider: If delivery fails due to reasons attributable to us, the concerned partner brand, or the logistics provider (for example, operational errors, misrouting, or other non-customer-related causes), we shall bear the reasonable shipping costs of reshipment, or alternatively, a refund shall be issued strictly in accordance with the Refund provisions of the Cancellation, Refund & Return Policy.

 

8.         Risk of Loss & Title

 

8.1.     Passing of Title: As the Platform operates solely as an intermediary marketplace, facilitating transactions between Users and partner brands. The Company does not at any stage take possession of, hold inventory of, or obtain or assume ownership or title to any of the products listed, advertised, or sold thereon. Title and risk of loss or damage to the products shall pass directly and exclusively from the relevant partner brand (seller) to you, the buyer, upon (a) successful physical delivery of the products at the delivery address specified in your order; and (b) payment in full for the products.

 

8.2.     Under no circumstances shall Tiny Trolly be deemed to be the seller, owner, or bailee of any products or be responsible for any risk, liability, or claim arising out of, or relating to, the products—including but not limited to defects, quality, safety, merchantability, non-delivery, mis-delivery, or post-delivery issues—except to the extent expressly required by applicable law.

 

8.3.     The User acknowledges and agrees that all communications, claims, or disputes regarding product ownership, quality, defects, returns, or warranties shall be addressed directly with the relevant partner brand, with Tiny Trolly’s liability, if any, strictly limited to its role as an intermediary under applicable law.

 

8.4.     Risk of Loss: The risk of loss, damage, theft, or destruction of the products shall remain with the partner brand and/or the engaged logistics provider during the period of storage and transit. Such risk shall transfer to you immediately upon delivery of the products at the delivery address provided in your order, including where delivery is accepted by an authorised recipient, family member, receptionist, or security personnel at such address.

 

9.         Items Ineligible for Special Handling

 

Certain categories of products, such as heavy or bulky items, hazardous or regulated goods, and temperature-sensitive products, may be subject to special shipping and handling conditions. In some cases, such products may not be eligible for delivery to particular pin codes or locations due to operational, regulatory, or safety restrictions. Any such limitations, conditions, or exclusions shall be disclosed on the relevant product page and/or communicated at checkout. The Company reserves the right to decline or cancel orders for such products where delivery is impracticable, and in such cases, any amount paid shall be refunded in accordance with the Refund provisions of the Cancellation, Refund & Return Policy.

 

10.      Undeliverable Locations & Access-Controlled Premises

 

Logistics providers may be unable to complete delivery to certain categories of addresses, including but not limited to Post Office (PO) Boxes, military or defence establishments, high-security campuses, remote islands, or locations that require special permits, passes, or prior security clearances for entry. Delivery to such locations is not guaranteed, and you may be requested to provide an alternate, serviceable delivery address. The Company shall not be liable for delay, non-delivery, or cancellation of orders arising from the inaccessibility of such locations.

 

11.      Customer Support & Escalations

 

For any delivery-related concerns, including but not limited to damaged packages, non-delivery, missing items, Return to Origin (RTO) cases, or requests for correction of address details prior to dispatch, you may contact us at team@tinytrolly.com. When raising a query, please provide your order ID, relevant photographs or videos (where applicable), and a brief description of the issue to enable us to investigate and respond effectively. All grievances shall be handled in accordance with the applicable timelines prescribed under Indian law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, by our designated Grievance Officer, whose details are published separately on the Platform.

 

12.      Force Majeure & Limitation of Liability

 

12.1.  Force Majeure: The Company shall not be liable or deemed to be in default for any delay, failure, or inability to perform its obligations under this Shipping and Delivery Policy, where such delay, failure, or inability arises from or is attributable to events or circumstances beyond its reasonable control. Such events include, without limitation, acts of God, natural disasters, floods, fire, epidemics, pandemics, strikes, labour disputes, civil commotion, acts of terrorism, carrier or transportation disruptions, governmental actions or restrictions, embargoes, regulatory interventions, or failures of telecommunication and network systems.

 

12.2.  Liability Cap: To the fullest extent permitted by applicable law, the liability of the Company in respect of any shipping or delivery issue shall be strictly limited, at the Company’s sole option, to either of the following remedies: (i) reshipment of the affected product(s); or (ii) refund of the order value of the affected product(s), processed in accordance with the Refund provisions of the Cancellation, Refund & Return Policy and the Terms of Service. Under no circumstances shall the Company be liable for any indirect, incidental, consequential, punitive, or special damages, including but not limited to loss of profits, loss of business, or loss of goodwill, anticipated savings, emotional distress, or any other intangible losses, arising out of or in connection with shipping or delivery of products. The remedies provided herein are exclusive and limited to those expressly set out in this Policy and the Company’s other applicable policies.

 

13.      Changes to this Policy

 

The Company reserves the right to amend, update, or modify this Shipping and Delivery Policy at any time and at its sole discretion. Any such revisions shall become effective immediately upon being posted on the Platform, unless expressly stated otherwise. It shall be your responsibility to review this Policy periodically to remain informed of any updates. Your continued access to or use of the Services following the posting of any revised Policy shall constitute your deemed acceptance of such revisions.