SHIPPING & DELIVERY POLICY

Effective Date:  1 Apr 2025

1. Introduction & Scope

This Shipping & Delivery Policy outlines the procedures, timelines, costs, and responsibilities associated with the shipment of orders placed with PrintingLabs. Its purpose is to provide our valued clients with clear, transparent information regarding how corporate gifts, employee welcome kits, and other customized or bulk orders are delivered. This policy forms an integral part of the terms and conditions governing our business relationship.

PrintingLabs is committed to providing reliable and timely delivery services for all orders. However, the nature of B2B logistics, particularly involving customized merchandise and bulk quantities, presents unique complexities. This policy aims to manage expectations realistically by detailing the various stages involved, from order processing and production to final delivery by third-party carriers.

Acceptance of a quotation or placement of an order with PrintingLabs signifies the client's acceptance of this Shipping & Delivery Policy, alongside our Refund & Return Policy. Explicitly linking policy acceptance to the act of placing an order establishes a clear understanding and agreement on the terms governing shipment and delivery, minimizing potential disputes regarding policy applicability later in the process. Acknowledging the inherent variables in producing and shipping bespoke B2B orders upfront helps foster transparency and trust, preparing clients for the detailed information regarding production lead times, estimated shipping timelines, and potential exceptions outlined below.

2. Geographic Service Area

PrintingLabs offers comprehensive shipping solutions across India, delivering to all Pincodes deemed serviceable by our courier partners. We strive to ensure the widest possible coverage within the country.

Additionally, for clients located in or near Ahmedabad, Gujarat, an in-store pickup option is available during our standard operating hours (Monday to Saturday, 10:00 AM to 7:00 PM IST). Clients wishing to utilize this option should select it during the order process or coordinate directly with their account manager.

PrintingLabs also facilitates international shipping to numerous global destinations. However, it is crucial for clients to understand that they bear the sole responsibility for ensuring compliance with all laws and regulations of the destination country. This includes, but is not limited to, customs clearance procedures, import licenses, and the payment of any applicable duties, taxes (like VAT or GST), tariffs, or other import-related fees levied by the destination country's authorities. These charges are determined by the importing country and are entirely outside the control of PrintingLabs. PrintingLabs shall not be held liable for any delays, non-delivery, or additional costs incurred due to customs processing, failure to comply with import regulations, or non-payment of duties and taxes by the client or the designated recipient. Placing the onus for international compliance and costs squarely on the client is essential to mitigate PrintingLabs' risk and prevent disputes arising from unforeseen charges or regulatory hurdles in the destination country.

3. Shipping Methods & Partners

To cater to diverse client needs regarding speed and cost, PrintingLabs offers several shipping methods for domestic deliveries within India:

• Standard Surface (Road/Ground): A cost-effective option suitable for less time-sensitive deliveries.
• Express Air: A faster option for orders requiring quicker delivery.
• (Optional: Include Bus if still relevant/offered) By Bus: Potentially faster than road for certain routes, with specific cost structures.

PrintingLabs partners with a network of reputable third-party courier and logistics providers (such as Delhivery, Blue Dart, Shiprocket Cargo, etc.) to execute deliveries. The specific carrier assigned to an order is determined based on a variety of factors, including the delivery destination's Pincode and serviceability, the package's size and weight (actual or volumetric), the shipping service level selected (Standard or Express), and overall carrier performance and reliability for the specific route.

While PrintingLabs diligently selects logistics partners known for their service quality and reach, it is important for clients to understand that the final delivery execution is managed by the chosen third-party carrier. Consequently, actual delivery performance, adherence to estimated timelines, and handling procedures are subject to the carrier's operational capabilities and potential constraints. Positioning PrintingLabs as utilizing established, reliable carriers builds client confidence in the logistics process. Simultaneously, this clarifies that PrintingLabs does not operate its own delivery fleet, which helps frame the discussion around liability for issues arising during transit (detailed further in Section 10).

4. Order Processing & Production Lead Times

A critical aspect of managing expectations for customized corporate gifts and bulk orders is understanding the distinction between production time and shipping time. The Estimated Delivery Timelines provided in Section 5 refer only to the transit time after an order has been dispatched from our facility.

Upon confirmation of an order, which includes client approval of artwork proofs and receipt of any required advance payments, the order enters our production schedule. The time required for production (Production Lead Time) varies significantly based on several factors:

• Order Complexity and Volume: Larger quantities naturally require more time for manufacturing, assembly, and quality control.
• Customization Requirements: Orders involving personalization, specific branding, unique packaging, or non-standard items necessitate additional steps like design setup, specialized printing processes, and careful assembly, extending the production timeline.
• Current Production Capacity: Lead times can be influenced by the overall volume of orders being processed at our facility at any given time.

PrintingLabs will provide an estimated production lead time during the quotation process or upon order confirmation. This estimate is provided in good faith based on the specifics of the order and current operational status. We are committed to keeping clients informed and will provide notification if any unforeseen circumstances are expected to cause significant delays in the estimated production schedule.

Failing to clearly delineate production time from shipping transit time is a common source of misunderstanding and potential disputes in the B2B customized goods sector. Clients understandably focus on the final date they receive their order. However, the majority of the variability in turnaround time for customized items often lies within the production phase, not the shipping phase. By explicitly stating that the Total Turnaround Time equals Production Lead Time plus Shipping Transit Time, and by providing a separate estimate for production during the order confirmation stage, we aim to educate clients about the process and prevent misdirected frustration towards shipping partners if delays originate during manufacturing or customization.

5. Estimated Delivery Timelines

Once an order has been produced, passed quality checks, and handed over to the designated courier partner for dispatch, the following estimated transit timelines apply for domestic deliveries within India:

• Standard Surface (Road/Ground): Typically 5 to 9 business days.
• Express Air: Typically 2 to 4 business days.
• By Bus: Typically 1 to 2 business days. (Optional: Include Bus estimate if offered)

Disclaimer: Please note that these timelines are estimates only, provided in good faith based on information from our logistics partners, and are not guaranteed. Actual delivery times can vary and depend on factors beyond PrintingLabs' direct control, including:

• Courier partner's operational efficiency and network congestion.
• Final destination Pincode and accessibility (remote areas may take longer).
• Weather conditions and natural disasters.
• Public holidays and regional disruptions.
• Unforeseen logistical challenges faced by the carrier.

"Business days" are defined as Monday through Saturday, excluding public holidays recognized in India or the specific transit regions.

Estimated delivery timelines for international shipments vary significantly based on the destination country, customs procedures, and chosen carrier service. These estimates will be provided on a case-by-case basis during the quotation or order confirmation stage.

Over-promising on delivery timelines carries significant risk, especially in B2B contexts where gifts might be tied to specific events or campaigns. Logistics inherently involves variables that can impact transit times. Therefore, using terms like "estimated," "target," and "business days," coupled with a clear disclaimer listing potential delay factors, is crucial. This approach protects PrintingLabs legally if a carrier fails to meet the estimated timeframe and manages client expectations realistically, shifting the focus from an absolute guarantee to the reasonable effort involved in facilitating timely delivery.

6. Shipping Costs & Charges

Shipping costs are determined based on a combination of factors to ensure accurate and fair pricing. These factors include:

• Package Weight: Calculated based on either the actual physical weight or the volumetric (dimensional) weight of the package(s), whichever is greater. Volumetric weight considers the space a package occupies.
• Package Dimensions: Length, width, and height are used to calculate volumetric weight.
• Origin and Destination: Costs vary based on the distance and Pincode serviceability between our facility (Ahmedabad) and the delivery address(es).
• Shipping Method: Express Air services are typically priced higher than Standard Surface services.
• Order Value: Higher value shipments may require additional insurance or specialized handling, potentially affecting costs.
• Nature of Goods: Fragile, oversized, or items requiring special handling may incur additional charges.

Cost Confirmation: To ensure budget clarity and avoid surprises, the final shipping costs for an order will be calculated and communicated to the client for explicit approval during the quotation or order confirmation stage, prior to the commencement of production. These confirmed costs will typically be included in the final invoice, unless alternative payment arrangements have been mutually agreed upon in writing. B2B clients operate under specific budgets, and shipping can represent a variable cost. Confirming the final shipping cost upfront prevents disputes arising from clients assuming initial estimates are binding or that shipping is included, ensuring mutual agreement before these costs are incurred by PrintingLabs.

Potential Additional Charges: Clients should be aware that, in addition to the base shipping cost, certain other charges may apply depending on the specifics of the shipment and destination. These can include:

• Goods and Services Tax (GST): Applicable as per prevailing Indian tax laws.
• State/Municipal Taxes: Octroi or other local entry taxes, if applicable in the destination state/city.
• Remote Area Surcharge: Additional fees levied by carriers for deliveries to locations considered remote or less accessible.
• Redelivery Fees: Charges incurred for subsequent delivery attempts if the initial attempt failed due to recipient unavailability or incorrect address information provided by the client (See Section 9.2).
• Special Handling Fees: For items requiring specific care, packaging, or transport conditions.
• International Duties & Taxes: As detailed in Section 2, these are the client's responsibility.

Listing common potential additional charges manages client expectations and provides justification should these charges appear on the final invoice, reducing the likelihood of disputes.

Domestic Shipping Options Summary:

This table enhances transparency by summarizing key information about the primary domestic shipping options, helping clients make informed decisions based on their budget and urgency.

7. Order Tracking

PrintingLabs provides order tracking capabilities to allow clients to monitor the progress of their shipments after dispatch. Once an order is handed over to the courier partner, we will furnish the client with the necessary tracking information. This typically includes:

• The name of the courier partner handling the delivery.
• An Air Waybill (AWB) number, consignment number, or a direct tracking link.

This tracking information will generally be communicated via email to the primary contact person registered for the order. Clients can use the provided AWB number or link on the respective courier partner's website or designated tracking portal to view shipment status updates.

For orders involving multiple delivery addresses (Section 8), tracking information will be managed and communicated as agreed upon during the order confirmation process (e.g., via a consolidated report or individual tracking numbers).

It is important to note that the availability and frequency of tracking updates are dependent on the courier partner's systems and scanning protocols at various transit hubs. While PrintingLabs facilitates the provision of tracking details, the real-time updates visible online are generated by the carrier's network. There may be intervals between scans or occasional delays in system updates, which are beyond PrintingLabs' direct control. Clarifying this dependency manages client expectations regarding the immediacy and granularity of the tracking information available.

8. Shipments to Multiple Addresses

PrintingLabs specializes in corporate gifting and employee kit distribution, often requiring shipments to numerous individual recipient addresses provided by a single client. To facilitate this process effectively, the following procedures apply:

• Recipient Data Provision: The client is required to provide a complete and accurate list of all individual recipient details. This typically includes the full name, complete delivery address (including building/floor details, street, locality, city, state, and correct Pincode), and a valid contact phone number for each recipient. This data must be submitted in the format specified by PrintingLabs (e.g., a pre-defined Excel template) prior to order finalization.
• Client Responsibility for Data Accuracy: The accuracy and completeness of the recipient address list provided are the sole responsibility of the client. PrintingLabs is not liable for any non-delivery, delays, returns (RTO), or additional costs arising from inaccurate, incomplete, or outdated recipient information supplied by the client. The risk associated with multi-address shipping heavily relies on the quality of the data provided by the client. Errors such as typos, old addresses, or incorrect phone numbers are common causes of delivery failures. As PrintingLabs cannot independently verify each address in a large list, this policy clause is essential to protect PrintingLabs from liability and costs stemming from client-provided data errors.
• Tracking for Multi-Address Orders: Managing tracking for potentially hundreds of individual shipments requires a structured approach. PrintingLabs will provide tracking information for multi-address orders in a manner agreed upon during order confirmation. This may involve providing a master tracking report (if offered by the carrier/aggregator platform), a list of individual AWB numbers via email or a shared document, or access to a specific tracking portal if applicable. This approach sets realistic expectations based on operational capabilities, as providing a client-facing real-time dashboard for all individual shipments might not always be feasible.
• Lead Time Consideration: Due to the increased logistical complexity involved in processing, packing, labeling, and dispatching orders to numerous individual addresses, multi-address shipments may require a longer processing and dispatch lead time compared to single-location bulk shipments. This additional time will be considered and communicated within the overall estimated production and delivery timelines provided during the order confirmation stage.

9. Handling Shipping Exceptions

Despite best efforts by PrintingLabs and our logistics partners, unforeseen issues or exceptions can occasionally occur during transit. This section outlines how common exceptions are handled:

• 9.1. Delays: PrintingLabs endeavors to monitor shipments and will proactively communicate any significant delays (i.e., substantial deviation from the estimated delivery timeline) to the client when such information is made available by the carrier. However, clients should primarily utilize the provided tracking information for the latest status updates. Delays caused by carrier operational issues, adverse weather conditions, public holidays, customs clearance (for international shipments), local disruptions, or other force majeure events are beyond the direct control of PrintingLabs.
• 9.2. Incorrect Address / Recipient Unavailability / Refusal (NDR - Non-Delivery Report): When a shipment cannot be delivered due to factors attributable to the recipient or the information provided, it results in a Non-Delivery Report (NDR). Common reasons include:
  • Incorrect or incomplete delivery address provided by the client.
  • Recipient not available at the address after standard delivery attempts by the carrier.
  • Recipient refusing to accept the delivery.
  • Payment disputes (e.g., COD expected vs. prepaid claim).
  • Requirement for a specific delivery appointment not scheduled. In such cases:
  • As stated in Section 8, the client is responsible for providing accurate delivery details.
  • The carrier will typically attempt to contact the recipient using the provided phone number. PrintingLabs may also attempt to contact the client for clarification or instructions based on the NDR information received.
  • Shipments that are ultimately returned to PrintingLabs' facility (RTO - Return to Origin) due to such delivery failures may incur return shipping charges and, if redelivery is requested, additional redelivery charges. These charges will be borne by the client, as the failure was not due to an error by PrintingLabs or the carrier's core service. Clearly stating the client's financial responsibility for costs arising from their data errors or recipient unavailability protects PrintingLabs from absorbing these operational expenses.
  • PrintingLabs will follow the client's instructions regarding the handling of returned goods (e.g., attempt redelivery if feasible, hold items, etc.), in accordance with the procedures outlined in our Refund & Return Policy. Clients may be required to respond to NDR notifications within a specific timeframe communicated by PrintingLabs or the carrier to avoid automatic return.
• 9.3. Damage During Transit: Clients (or their designated recipients in multi-address scenarios) are urged to inspect the exterior of packages upon delivery. If any visible damage to the packaging is apparent, it should ideally be noted on the carrier's delivery receipt at the time of acceptance. Any damage discovered to the product(s) inside the packaging must be reported to PrintingLabs within 48 hours of the recorded delivery time. This timeframe is crucial for enabling timely claims with the carrier. Reports must be sent via email to [email address removed] and must include:
  • The Order Number.
  • A detailed description of the damage.
  • Clear photographic and/or video evidence showing the damaged product(s) AND the condition of the inner and outer packaging (unboxing videos are highly recommended). Failure to report damage within this 48-hour window with the required evidence may jeopardize the ability to process a claim. PrintingLabs will review the evidence and coordinate with the carrier. Resolution (such as replacement, credit, or refund) will be processed according to the terms of our Refund & Return Policy after verification of the claim. Clients must retain the damaged items and all original packaging until the claim investigation is fully concluded, as the carrier may require inspection. Requiring prompt reporting (48 hours for transit damage) and specific evidence aligns with carrier claim procedures and protects PrintingLabs from liability for damage potentially caused by the carrier if the client delays reporting.
• 9.4. Lost Shipments: If a shipment has not been delivered within a reasonable period beyond the estimated delivery date, and the tracking information shows no movement or indication of delivery, the client should promptly contact PrintingLabs at [email address removed]. PrintingLabs will initiate a formal trace investigation with the respective courier partner to locate the shipment. A shipment is typically declared officially 'lost' only after the carrier completes its investigation and confirms that the package cannot be found. Please note that shipments marked as 'Delivered' in the carrier's tracking system, particularly if supported by proof of delivery or signature confirmation, will generally not be considered lost under this policy. If a shipment is confirmed as lost in transit by the carrier, PrintingLabs will proceed with a resolution as per our Refund & Return Policy, which may involve arranging for a replacement order (subject to feasibility, stock availability, and production timelines) or issuing a credit or refund, subject to the liability limitations outlined in Section 10.

10. Liability, Risk, and Insurance

Understanding the allocation of risk and liability during transit is essential for B2B transactions.

• Transfer of Risk: In accordance with standard commercial practice and provisions similar to those in the Sale of Goods Act, 1930, the risk of loss or damage to the goods generally passes from PrintingLabs to the client at the point when the goods are handed over to the selected third-party carrier for shipment. This means that once the shipment leaves PrintingLabs' facility and is in the possession of the carrier, the client typically bears the risk of loss or damage during transit, unless alternative terms (like specific Incoterms for international shipments) have been explicitly agreed upon in writing.
• Packaging: PrintingLabs takes due care to ensure that all goods are packaged appropriately and securely to withstand the rigors of standard transit conditions.
• Carrier Liability: Our third-party courier partners assume a standard level of liability for shipments they handle. However, this carrier liability is often limited by law or their terms of service, typically calculated based on the weight of the shipment or a predetermined maximum value per package or consignment. This standard liability may not cover the full commercial value of the goods being shipped.
• PrintingLabs' Liability Limitation: PrintingLabs' liability for loss or damage occurring during transit (i.e., after handover to the carrier) is limited to the amount recoverable under the standard liability coverage offered by the chosen courier partner. PrintingLabs is not responsible for failures, delays, loss, or damage caused directly by the actions or omissions of the third-party carrier or due to circumstances beyond its reasonable control (force majeure events).
• Optional Transit Insurance: Standard carrier liability often provides insufficient coverage for high-value corporate gifts or large bulk orders. Clients who require insurance coverage for the full invoice value of their shipment against loss or damage during transit must explicitly request additional transit insurance before the order is dispatched. PrintingLabs can assist in obtaining a quotation for such supplementary insurance from reputable insurance providers. The full cost of any additional transit insurance premiums will be borne by the client and added to the order invoice.

This structure provides a clear and legally sound position. It aligns with standard commercial law regarding risk transfer, limits PrintingLabs' exposure to the carrier's own limited liability, and empowers clients to secure comprehensive coverage for their valuable goods at their own expense if they deem it necessary. This offers transparency and choice while managing risk effectively for PrintingLabs.

11. Relation to Refund & Return Policy

This Shipping & Delivery Policy operates in conjunction with, and should be read alongside, PrintingLabs' comprehensive Refund & Return Policy. While this policy governs the logistics of getting orders to the client, the Refund & Return Policy addresses issues pertaining to the products themselves.

Specifically, matters concerning:

• Product quality, manufacturing defects, or deficiencies.
• Receipt of incorrect items or incorrect printing/customization caused by PrintingLabs' error.
• Dissatisfaction with the product (where eligible under the return policy terms).
• Items damaged during transit (reported as per Section 9.3 of this policy).
• Items that do not fit (subject to the conditions in the return policy).

are governed by the specific terms, conditions, eligibility criteria, and procedures detailed in the Refund & Return Policy.

It is particularly important to note that, consistent with industry standards for bespoke items, customized or personalized products are generally non-returnable and non-refundable, unless:

• There is a verifiable manufacturing defect.
• The product was damaged during transit (and reported correctly as per Section 9.3).
• PrintingLabs made an error in the customization (e.g., printed the wrong logo or text compared to the approved proof).

Reinforcing the non-returnable status of non-defective customized goods within the Shipping Policy itself helps prevent attempts to use delivery exceptions or minor delays as a pretext for returning items that were correctly produced as per the client's specifications but are perhaps no longer wanted.

12. Contact Information

For any questions, clarifications, or assistance regarding shipping and delivery of orders, clients may contact PrintingLabs through the following channels:

• Email (Preferred for inquiries and reporting issues): [email address removed]
• Phone: +91 9909992454
• Operating Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST (excluding public holidays)

Providing dedicated contact channels ensures that client queries are directed efficiently and addressed by the appropriate team members within our stated operating hours, facilitating smoother communication.

13. Policy Amendments

PrintingLabs reserves the right to modify or update this Shipping & Delivery Policy at any time without prior individual notice, to reflect changes in operations, carrier services, costs, or regulatory requirements. Any amendments will be effective immediately upon posting the revised policy on the PrintingLabs website (printinglabs.in/shipping-delivery-policy/).

The version of the Shipping & Delivery Policy that is in effect at the time a specific order is confirmed and placed will be the version that governs that particular order. Clients are encouraged to review this policy periodically to stay informed of any updates. This approach provides PrintingLabs with necessary operational flexibility while ensuring fairness to clients by applying the terms they agreed to at the time of their order commitment.