SHIPPING & DELIVERY

Comprehensive Shipping, Delivery & Fulfillment Policy

Establishing clear timelines, liabilities, and fulfillment standards for physical and digital goods.

At Kalawheel, we are committed to delivering our creative merchandise and digital assets to you as swiftly and securely as possible. This policy outlines our mutual responsibilities, ensuring you know exactly when your art will arrive, while protecting our studio from logistical circumstances beyond our legal control.

1. Digital Goods & Instant Delivery

Because Kalawheel is a hybrid creative studio, many of our offerings—such as 3D assets, animations, digital coloring books, and premium game access—are entirely digital.

• Delivery Time: Digital products are delivered instantaneously. Upon successful payment verification, you will immediately receive an email containing your download links or access keys, and the assets will become available in your Kalawheel account dashboard.
• Shipping Costs: Zero. No shipping or handling fees apply to digital-only orders.
• Delivery Failure: If you do not receive your digital asset within 15 minutes of payment, please check your spam/junk folder. If it is still missing, contact our support team immediately so we can manually provision your access.

2. Physical Merchandise Processing & Dispatch

Physical goods, such as our custom apparel and printed merchandise, require careful quality control and packaging before they leave our facility.

• Order Processing Time: All physical orders require 2 to 4 business days for processing, printing (if applicable), and quality inspection before they are dispatched. This processing time is separate from, and must be added to, the estimated transit time.
• Dispatch Notifications: Once your package is handed over to our logistics partners, you will receive an email and/or SMS containing your Airway Bill (AWB) tracking number and a link to trace your delivery in real-time.
• Business Days: Processing and dispatch occur only on official business days (Monday through Friday), excluding Indian national and public holidays.

3. Transit Timelines & Shipping Rates

We partner with premium, reliable domestic and international couriers to ensure the safe transit of your Kalawheel merchandise.

A. Domestic Shipping (Within India)

• Standard Delivery: 3 to 7 business days post-dispatch, depending on your pin code. Metro cities typically experience faster delivery times compared to Tier-2, Tier-3, or remote locations.
• Shipping Fees: Shipping costs are calculated dynamically at checkout based on the volumetric weight of your order and your delivery destination.

B. International Shipping

• Standard Delivery: 10 to 21 business days post-dispatch.
• Customs, Duties & Taxes: Kalawheel is not liable for any customs duties, import taxes, or local clearance fees imposed by your country’s government. These charges are the sole legal responsibility of the customer (the importer) and must be paid upon delivery. Refusal to pay customs duties will result in the package being abandoned, and no refund will be issued.

4. The Shield: Customer Responsibility & Address Accuracy

If a package cannot be delivered and is returned to us (RTO) due to the following reasons, the customer will be entirely responsible for the costs associated with reshipping the item:

• Providing an incorrect, invalid, or incomplete shipping address or pin code.
• Failure to provide a reachable contact number for the delivery agent.
• The customer or authorized recipient being unavailable at the premises after multiple delivery attempts by the courier.
• Refusal to accept the package upon arrival.

Note: If an order is returned to us via RTO due to customer negligence, Kalawheel will not issue a refund for the order or the original shipping costs. We will hold the item for 15 days, during which the customer must pay a secondary shipping fee to have it dispatched again.

5. Transfer of Liability & Transit Issues

• Courier Delays: Estimated delivery dates are not legal guarantees. Kalawheel cannot be held liable for delays caused by force majeure events, severe weather, regional strikes, or operational delays on the courier’s end.
• Lost in Transit: If a package is officially declared "Lost" by the courier, Kalawheel will step in, file a claim with the logistics partner on your behalf, and immediately dispatch a free replacement order to you.
• Stolen Packages (Marked as Delivered): If tracking indicates that the package was successfully "Delivered" to your address, but you cannot locate it, Kalawheel cannot be held legally or financially liable. You must contact the courier directly to file a theft report or dispute the delivery status.

6. Transit Damage & The Unboxing Protocol

We pack our merchandise securely, but rare transit damage can occur. To claim a free replacement for an item damaged during shipping, you must adhere strictly to our Return Policy protocol:

• You must provide a continuous, uncut Unboxing Video showing the sealed package being opened and the transit damage clearly visible.
• This video must be submitted to our support team within 48 hours of the delivery timestamp. Failure to provide this video nullifies the transit damage claim.

7. Governing Law

This Shipping Policy operates under the jurisdiction of the competent courts of West Bengal, India. Any logistical disputes that escalate to legal proceedings must be filed within this jurisdiction.

8. Contact Us

If you need an update on a dispatched order or wish to correct an address before the item has entered the processing phase, please contact us immediately:

• Email: support@kalawheel.com
• Order Dashboard: Track your real-time status via your Kalawheel user account.