Shipping policy

SHIPPING & DELIVERY POLICY

We know you are excited to receive your order - and we are just as excited to get it to you. Totiso is a hyperlocal quick-commerce service: when it works, your order is on your doorstep before your chai gets cold. This Shipping & Delivery Policy explains exactly when, where, and how your items will arrive.

1. SERVICE AREA

Totiso currently delivers only within a defined hyperlocal radius around our Anand Gift Emporium fulfilment centre in Saket, South Delhi. At launch, our active service area covers:

- Saket (including Saket District Centre, M-Block, J-Block, K-Block, and adjoining residential colonies)
- Malviya Nagar
- Sainik Farms
- Select adjoining colonies within a 3-kilometre radius of our Saket fulfilment centre

When you enter your delivery PIN code and address at checkout, our system will confirm whether your location is currently serviceable. If your address falls outside our active service area, you will not be able to complete checkout for delivery. You are welcome to visit the Anand Gift Emporium physical store in Saket for in-store purchase.

We plan to expand our service area over time. To be notified when we go live in your area, please follow @totiso.delhi on Instagram or subscribe to our WhatsApp updates.

2. ORDER PROCESSING TIME

Most orders placed within our operating hours are processed and dispatched within 5 to 15 minutes of order confirmation. You will receive an order-confirmation message (via email, SMS, or WhatsApp) immediately after your order is placed, followed by a dispatch notification when your order leaves our fulfilment centre.

Please note: during high-volume periods - for example, festival sales, school reopening week, Raksha Bandhan, or heavy-rain days - processing time may be slightly longer. If there is any significant delay in the dispatch of your order, we will contact you via WhatsApp, SMS, or phone.

3. OPERATING HOURS

Our standard order-acceptance and delivery hours are:

- Monday to Sunday: 9:00 AM to 10:00 PM IST

Orders placed outside these hours will be queued and dispatched when we reopen the next morning. Our operating hours may be adjusted on public holidays, during adverse weather, or for private events - any such adjustment will be notified on the Store homepage and via our WhatsApp broadcast.

4. SHIPPING METHODS, COSTS, AND DELIVERY TIMEFRAMES

We offer the following delivery options. Applicable shipping charges will be calculated and displayed at checkout based on your delivery address and order value.

(a) Express Delivery (Default)
- Typical delivery window: 15 to 45 minutes from order confirmation
- Charge: ₹29 flat fee for orders below the free-delivery threshold
- Availability: All addresses within our active service area, during operating hours

(b) Scheduled Delivery
- Choose a preferred 1-hour delivery slot up to 48 hours in advance (subject to availability)
- Charge: ₹29 flat fee; same free-delivery threshold applies
- Ideal for: birthday-gift timing, scheduled party deliveries, back-to-school kits

(c) Free Delivery
We offer free Express Delivery on all orders with a cart value of ₹499 or above (after any discounts and promo codes have been applied). The free-delivery threshold is calculated on the pre-tax product subtotal, excluding any cash-on-delivery handling fee.

Promotional free-delivery offers (for example, launch-week free delivery on all orders) may be announced from time to time and will override the standard threshold for the duration of the promotion.

5. TRACKING YOUR ORDER

Once your order has been dispatched, you will receive a dispatch notification (via WhatsApp and/or SMS) containing a live tracking link and the contact number of the assigned delivery executive. You can use the tracking link to follow your package's journey to your doorstep.

If the tracking link is not active within 10 minutes of dispatch, please contact us using the contact details provided at the end of this policy.

6. DELIVERY CONFIRMATION AND PROOF OF DELIVERY

At the time of delivery, the assigned delivery executive will confirm delivery either by (a) collecting a One-Time Password (OTP) sent to your registered mobile number, or (b) capturing a timestamped delivery photograph in the case of doorstep/guard-desk drop, or (c) both. Successful OTP entry or photographic confirmation constitutes conclusive proof of delivery.

7. NON-DELIVERY AND FAILED DELIVERY ATTEMPTS

If our delivery executive is unable to complete a delivery due to reasons attributable to the customer - including but not limited to an incorrect or incomplete address, the customer or an authorised recipient not being reachable at the address, refusal to accept delivery, refusal to share OTP, or refusal to pay in the case of a Cash on Delivery order - we reserve the right to:

- Attempt redelivery once, at no additional charge, within the same day or the next working day;
- Cancel the order if the second attempt also fails, in which case a restocking fee of ₹49 and the delivery charge may be deducted from any refund payable;
- Refund the balance amount (for prepaid orders) to the original payment source within 5 to 7 working days of cancellation.

8. INTERNATIONAL SHIPPING

At this time, Totiso only ships within India, and only within the hyperlocal service area described in Section 1 of this policy. We do not offer domestic shipping outside our service area, nor do we offer international shipping. Please do not attempt to place orders with delivery addresses outside our service area.

9. DELIVERY ISSUES AND DELAYS

While we do our absolute best to ensure your order arrives on time, occasional delays can happen due to circumstances outside our control.

Wrong or Incomplete Address
Please double-check your delivery address, landmark, and mobile number at checkout. We are not responsible for orders delivered to an incorrect or incomplete address provided by the customer. If you notice an error immediately after placing the order, contact us on WhatsApp or phone right away - if the order has not yet been dispatched, we will do our best to update it. Once the order has been dispatched, address corrections may not be possible.

Lost or Tampered Packages
If our tracking system shows that your package was delivered but you have not received it, please first check with your building guard, family members at the delivery address, and neighbours. If, after reasonable inquiry, you still have not received the package, please contact us within 24 hours of the marked delivery time. We will investigate using the delivery executive's GPS trail, OTP log, and delivery photograph, and where appropriate, offer a reship or refund.

Delays Outside Our Control
We are not liable for delivery delays caused by factors outside our reasonable control, including: severe weather, waterlogging, traffic diversions, civic unrest, VIP movement restrictions, public holidays, strikes, acts of God, or force-majeure events. In such cases we will keep you informed and, where the delay is material, offer a cancellation and full refund at your option.

10. DAMAGE IN TRANSIT

If your package arrives visibly damaged, tampered with, or with the security seal broken, please do not accept the delivery. Ask the delivery executive to mark the package as refused and contact us immediately. If damage is discovered after delivery, please report it within 24 hours via WhatsApp or email, along with photographs of the damaged product and outer packaging. Claims for damage in transit reported after 24 hours may not be honoured, as this window is necessary to trace the issue to the delivery stage.

11. CONTACT US

If you have any questions or concerns about your order's shipment, please contact our customer support team. For fastest resolution, WhatsApp is our preferred channel.

- WhatsApp (preferred): 9582194661
- Email: giftemporiumanand@gmail.com
- Phone: 9582194661
- Hours of operation: Monday to Sunday, 9:00 AM to 10:00 PM IST