Surtrata Shipping Policy

1. INTRODUCTION

Surtrata is an online retail platform operated by Sthula Distributors Private Limited and primarily engaged in the online sale and distribution of books and related products to customers in India and internationally.

This Shipping Policy explains the general shipping, dispatch, delivery, international shipping, customs, failed delivery, and related procedures applicable to orders placed through the Surtrata website.

By placing an order through Surtrata, you acknowledge that you have read and understood this Shipping Policy.

This Policy is subject to applicable law and mandatory consumer rights.

2. ORDER PROCESSING

After an order is successfully placed and payment is confirmed, Surtrata will process the order for fulfilment.

Order processing may include:

• Payment verification;
• Inventory confirmation;
• Order verification;
• Packing;
• Shipping-label generation;
• Handover to courier or logistics partner.

Processing time may vary depending on product availability, destination, payment verification, order volume, warehouse operations, public holidays, and other operational circumstances.

Estimated processing and delivery information displayed at checkout or on the website may be an estimate and not a guaranteed delivery date unless expressly stated otherwise.

3. SHIPPING DESTINATIONS

Surtrata may offer delivery within:

• India; and
• Selected international destinations.

International delivery availability may vary depending on destination country, product type, shipping partner, customs restrictions, import regulations, local laws, and transportation availability.

Some locations may not be serviceable.

Surtrata reserves the right to restrict or refuse shipment to destinations where delivery is not reasonably possible or where shipment may violate applicable laws or regulations.

4. SHIPPING ADDRESS

Customers are responsible for providing accurate and complete delivery information.

This may include:

• Full recipient name;
• House/building number;
• Street/address;
• City;
• State/province;
• Postal/ZIP code;
• Country;
• Valid telephone number;
• Other information required for delivery.

Sthula Distributors shall not be responsible for delivery failure, delay, additional charges, or return-to-origin resulting primarily from incorrect, incomplete, or outdated information provided by the customer, except where applicable law provides otherwise.

5. SHIPPING METHODS

Surtrata may use different shipping and logistics providers depending on the destination and availability.

Shipping methods may include:

• Standard delivery;
• Express delivery;
• Domestic courier;
• International courier;
• Postal services;
• Other logistics services.

Available shipping methods and applicable charges may be displayed during checkout.

Sthula Distributors may change the shipping carrier or logistics provider where reasonably necessary to fulfil an order.

6. SHIPPING CHARGES

Shipping charges may vary based on factors including:

• Delivery destination;
• Package weight;
• Package dimensions;
• Number of items;
• Shipping method;
• Courier charges;
• International shipping costs;
• Other applicable logistics costs.

Where applicable, shipping charges will be displayed at checkout before the customer completes the purchase.

For international orders, additional customs duties, taxes, import charges, clearance fees, or other destination-country charges may apply.

7. ESTIMATED DELIVERY TIME

Delivery times are estimates and may vary depending on destination, shipping method, product availability, courier operations, customs clearance, weather, public holidays, transportation disruptions, government restrictions, and other circumstances beyond reasonable control.

A delivery estimate is not a guarantee unless expressly stated as a guaranteed delivery commitment.

8. DOMESTIC SHIPPING – INDIA

For deliveries within India, shipping may be handled through third-party courier, postal, or logistics providers.

Delivery timelines may vary depending on delivery location, serviceability, product availability, courier network, weather, public holidays, and local operational conditions.

Remote, rural, restricted, or difficult-to-service locations may require additional delivery time.

9. INTERNATIONAL SHIPPING

Surtrata may ship eligible products to customers outside India.

International delivery may be affected by:

• Customs clearance;
• Import restrictions;
• Local laws;
• Customs duties;
• Import taxes;
• Government requirements;
• Postal/courier delays;
• Destination-country restrictions;
• Transportation disruptions.

10. CUSTOMS, DUTIES AND IMPORT TAXES

International shipments may be subject to customs duties, import taxes, VAT/GST, clearance charges, brokerage fees, or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, such charges are generally the responsibility of the customer.

Customers are responsible for complying with applicable import laws and regulations in their country.

Sthula Distributors does not control the amount, timing, or assessment of customs duties, taxes, or government charges.

Surtrata is not responsible for delays caused by customs authorities.

11. CUSTOMS DOCUMENTATION

For international orders, Surtrata or its logistics partners may be required to provide information such as:

• Customer name;
• Delivery address;
• Product description;
• Product value;
• Invoice details;
• Shipment information;
• Other information required by customs or regulatory authorities.

12. TRACKING INFORMATION

Where available, Surtrata may provide shipment tracking information.

Tracking information is generally provided by the relevant courier or logistics provider.

Tracking updates may occasionally be delayed or incomplete due to technical, operational, or carrier-related reasons.

13. DELIVERY ATTEMPTS

The courier or logistics provider may make one or more delivery attempts depending on its operational procedures.

A delivery may fail because of:

• Customer unavailable;
• Incorrect address;
• Incomplete address;
• Incorrect contact number;
• Customer refusal;
• Customer not responding to courier;
• Local restrictions;
• Customs issues;
• Other delivery-related circumstances.

14. WRONG OR INCOMPLETE ADDRESS

Customers are responsible for verifying their shipping address before completing an order.

Once an order has been dispatched, changes to the delivery address may not be possible.

If an incorrect or incomplete address results in delivery failure, return to sender, additional shipping, re-dispatch, customs, or logistics charges, the applicable costs may be the customer's responsibility, to the extent permitted by applicable law.

15. REFUSED OR UNCLAIMED SHIPMENTS

If a customer refuses delivery or fails to collect a shipment, the shipment may be returned to the sender.

Surtrata may investigate the circumstances before determining whether a refund, re-shipment, or other resolution is applicable.

16. DELAYED SHIPMENTS

Delivery may be delayed due to courier delays, customs clearance, weather conditions, natural disasters, public holidays, strikes, transportation disruptions, government restrictions, incorrect customer information, high shipment volumes, technical problems, or other circumstances beyond reasonable control.

Sthula Distributors will make reasonable efforts to assist customers in tracking delayed shipments.

17. LOST SHIPMENTS

If tracking information indicates that a shipment may be lost or remains undelivered beyond a reasonable period, customers should contact Surtrata Customer Support.

Depending on the circumstances and applicable law, Surtrata may provide an appropriate resolution, which may include:

• Replacement;
• Refund;
• Re-shipment;
• Other applicable remedy.

18. DAMAGED SHIPMENTS

Customers should inspect the package and product upon receipt where reasonably possible.

If a book arrives damaged, customers should contact support@surtrata.com as soon as reasonably possible and provide:

• Order Number;
• Photographs of the package;
• Photographs of the shipping label;
• Photographs of the damaged book;
• Other relevant evidence reasonably requested by Surtrata.

19. PARTIAL DELIVERY

If an order contains multiple products, items may occasionally be shipped separately.

Customers should check the shipment information before reporting an item as missing.

20. SHIPPING RESTRICTIONS

Sthula Distributors may restrict or refuse delivery where:

• Delivery is prohibited by law;
• The destination is not serviceable;
• Customs restrictions prevent shipment;
• The product cannot legally be imported;
• Shipping services are unavailable;
• Required information is missing;
• Other legitimate operational or regulatory restrictions apply.

21. FORCE MAJEURE

Sthula Distributors shall not be responsible for delays or failures caused by circumstances beyond its reasonable control, including:

• Natural disasters;
• War;
• Terrorism;
• Epidemics or pandemics;
• Government restrictions;
• Customs restrictions;
• Strikes;
• Transportation disruptions;
• Port or airport closures;
• Internet or telecommunications failures;
• Power failures;
• Cybersecurity incidents affecting third-party infrastructure;
• Other events beyond reasonable control.

22. THIRD-PARTY SHIPPING PROVIDERS

Surtrata may rely on independent courier, postal, freight, and logistics providers.

While Sthula Distributors will make reasonable efforts to select appropriate service providers, we do not control the internal operations, systems, staffing, routing, or delivery procedures of independent carriers.

23. DELIVERY CONFIRMATION

A shipment may be considered delivered based on information provided by the relevant courier or logistics provider, including:

• Delivery scan;
• Delivery confirmation;
• Recipient acknowledgment;
• Proof of delivery;
• Other carrier records.

24. CUSTOMER RESPONSIBILITY

Customers are responsible for:

• Providing correct delivery information;
• Providing a valid contact number;
• Monitoring shipment updates where tracking is available;
• Responding to courier communications;
• Completing applicable customs requirements;
• Paying applicable destination-country duties and taxes unless otherwise stated;
• Accepting delivery where reasonably possible.

25. SHIPPING AND REFUND POLICY

Shipping issues involving cancellation, return, replacement, damaged products, incorrect products, lost shipments, or refunds will be handled together with Surtrata's Returns, Refunds and Cancellations Policy.

Nothing in this Shipping Policy is intended to unlawfully restrict any mandatory statutory or consumer right.

26. POLICY CHANGES

Sthula Distributors may update this Shipping Policy from time to time.

The updated Policy will be published on the Surtrata website with the revised "Last Updated" date.

Unless otherwise required by law, the Shipping Policy applicable to an order will be the version effective at the relevant time of purchase.

27. CONTACT INFORMATION

28. LEGAL RIGHTS

This Shipping Policy is intended to establish reasonable procedures for shipping and delivery.

Nothing in this Policy:

• Excludes any right that cannot legally be excluded;
• Removes mandatory consumer protections;
• Prevents a customer from exercising a legally protected right;
• Limits liability that cannot lawfully be limited.

Where this Policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will prevail.