Shipping policy

Every Smatoons order is packed with care — because your child's world deserves a delivery that feels like a little celebration. Here is everything you need to know about how we get the magic to your door.

1.1 Processing Time

All orders are processed within 1-2 business days (Monday to Saturday, excluding national public holidays) from the time of order confirmation. Orders placed after 2:00 PM IST may be processed on the following business day.

During peak seasons (Back-to-School, Diwali, New Year, and other festive periods), processing may take up to 3 business days. We will communicate any delays proactively via email.

1.2 Order Confirmation

Once your order is placed and payment is confirmed, you will receive an order confirmation email at the email address provided. Please check your spam/junk folder if you do not receive this within 30 minutes.

1.3 Order Verification

For security purposes, we may require verification before processing orders above a certain value or for certain payment methods. If verification is required, we will contact you by email or phone. Failure to verify within 48 hours may result in automatic order cancellation with a full refund.

2.1 Domestic Shipping (India)

We currently ship to all serviceable pin codes across India. Shipping coverage depends on our logistics partners' serviceability at your pin code.

2.2 Shipping Charges

•       Free Shipping: On all orders.

2.3 International Shipping

We do not currently ship outside India. International shipping may be offered in the future, and we will update this policy accordingly.

3.1 Estimated Delivery Times

•       Metro Cities (Delhi NCR, Mumbai, Bengaluru, Chennai, Hyderabad, Kolkata, Pune): 2-4 business days from dispatch

•       Tier 1 Cities: 3-5 business days from dispatch

•       Tier 2 Cities: 4-7 business days from dispatch

•       Tier 3 Cities and Remote Areas: 6-10 business days from dispatch

These are estimates only. Actual delivery times may vary due to factors beyond our control, including natural disasters, strikes, public holidays, and carrier-specific delays.

3.2 Business Days

Business days are Monday to Saturday, excluding national public holidays in India.

Smatoons partners with reputable logistics providers to ensure your order reaches you safely and on time.

The logistics partner assigned to your order will be determined based on your pin code and the nature of the products ordered. We reserve the right to change logistics partners at our discretion.

5.1 Tracking Information

Once your order is dispatched, you will receive a dispatch confirmation email containing your tracking number and a link to track your order in real time. You can also track your order by logging into your Smatoons account under "My Orders."

5.2 Tracking Updates

Tracking updates may take 12-24 hours to appear after dispatch. If your tracking link does not show updates within 48 hours of dispatch, please contact us at hello@smatoons.in.

6.1 Delivery Attempts

Our logistics partners will attempt delivery up to 3 times. After 3 unsuccessful delivery attempts, the package will be returned to our warehouse.

6.2 Delivery Failure — Customer Reasons

If delivery fails due to an incorrect address, no one available to receive the package, refusal of delivery, or inaccessible premises, a re-delivery fee may be charged. Alternatively, the order will be treated as returned and a refund will be issued after deducting the original shipping cost and return shipping cost.

6.3 Delivery Failure — Carrier Reasons

If delivery fails due to reasons attributable to the carrier (e.g., lost in transit, carrier error), we will investigate and arrange for a replacement shipment or full refund at no additional cost to you.

6.4 Address Changes

Address changes can be accommodated only before the order is dispatched. Please contact us immediately at hello@smatoons.in if you need to change your delivery address. We cannot redirect orders that are already in transit.

7.1 Packaging Standards

Every Smatoons order is thoughtfully packed to ensure products reach you in pristine condition. Our packaging uses:

•       Sturdy outer boxes or padded envelopes appropriate to the product size and fragility

•       Protective inner packaging to prevent damage during transit 

7.2 Sustainable Packaging

We are committed to progressively reducing our environmental footprint. We use recyclable and minimal-waste packaging materials wherever possible and are working toward increasing the sustainable packaging ratio across our shipments.

8.1 Damaged in Transit

If your order arrives visibly damaged, please:

•       Refuse delivery if the outer packaging is severely damaged, and note the refusal with the delivery agent

•       If you have already accepted delivery, photograph the damaged packaging and products within 24 hours

•       Contact us at hello@smatoons.in within 48 hours of delivery with photographs

We will investigate and arrange a replacement or full refund as appropriate.

8.2 Lost in Transit

If your tracking shows no movement for 7 or more business days, or if your package is marked as delivered but you have not received it, please contact us at hello@smatoons.in. We will raise an investigation with the logistics partner. If the package is confirmed lost, we will send a replacement or issue a full refund within 10 business days of confirmation.

We do offer Cash on Delivery.

For bulk orders (10 or more units of the same product) or institutional/school orders, please contact us at hello@smatoons.in with your requirements. Bulk orders may have different processing times, shipping rates, and delivery conditions which will be communicated to you before order confirmation.

To check if your pin code is serviceable, enter your pin code at checkout. Our system will automatically indicate delivery eligibility and estimated delivery time. If your pin code is not currently serviceable, we apologise and encourage you to check back — we are continuously expanding our delivery coverage.

Deliveries will not occur on national public holidays. During peak seasons (major festivals, Back-to-School season), both processing and delivery times may be extended. We will display advance notices on our website and communicate proactively with customers who have pending orders.

For any shipping-related queries, please contact our customer support team:

Email: hello@smatoons.in

Response Time: We aim to respond to all queries within 24 business hours

Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST

 

This Shipping Policy forms part of the Smatoons Terms of Service. Orca Consumer Private Limited reserves the right to update this policy at any time. The current version will always be available at smatoons.com/shipping-policy.