In summary: Most orders ship within 1–3 business days. Domestic India delivery typically takes 3–7 business days; intra-GCC 5–10 days; international 7–21 days. Tracking is provided for every order over INR 4,000 / SAR 200 / USD 50.
1. Scope & sellers
This Shipping & Delivery Policy applies to all orders placed on the West Velocity marketplace operated by Poonthottathil Gardenz Fresh LLP ("PGF LLP", LLPIN AAZ-5387). The Platform hosts both PGF LLP-owned brands (Strovolt, MarknStamp, Gardenz Fresh) and third-party sellers. Where a seller is responsible for fulfilment, the seller must comply with the standards in this Policy and the Seller Terms & Conditions.
2. Order processing time
- In-stock items: dispatched within 1–3 business days of order confirmation and successful payment.
- Made-to-order / customised items: as stated on the product page (typically 5–15 business days).
- Industrial / heavy equipment: 3–7 business days for crating and freight booking.
- Pre-orders: dispatched on or after the date stated on the product page.
"Business day" excludes Sundays and gazetted public holidays in the seller's country of dispatch.
3. Domestic India delivery
| Region | Standard | Express (where available) |
|---|---|---|
| Metro cities (Mumbai, Delhi, Bengaluru, Chennai, Hyderabad, Kolkata, Pune, Ahmedabad) | 3–5 business days | 1–2 business days |
| Tier-2 cities & state capitals | 4–7 business days | 2–4 business days |
| Other PIN codes & rural areas | 5–10 business days | Subject to serviceability |
| North-East, J&K, Andaman & Nicobar, Lakshadweep | 7–14 business days | Subject to serviceability |
Carriers used: BlueDart, DTDC, Delhivery, India Post (Speed Post), Xpressbees, Ekart, Ecom Express, FedEx, Aramex, and seller-arranged transport for heavy freight.
4. International & GCC delivery
| Destination | Typical delivery time |
|---|---|
| Saudi Arabia, UAE, Qatar, Bahrain, Oman, Kuwait | 5–10 business days |
| Other Middle East & Africa | 7–14 business days |
| Europe / UK / North America | 7–18 business days |
| Asia-Pacific, LATAM, rest of world | 10–21 business days |
International shipments use DHL Express, FedEx International, Aramex, SMSA Express (for KSA), or freight forwarders for heavy industrial cargo.
5. Shipping charges
- Shipping charges are calculated based on weight, dimensions, destination PIN/postcode, and chosen service level. The exact charge is shown at checkout before payment.
- Sellers may offer free shipping above a published order value or as a promotion.
- Hazardous, oversized, or high-value items may attract a freight surcharge that is shown on the product page.
- Cash-on-Delivery (where offered) may attract an additional handling fee shown at checkout.
6. Tracking your order
- You will receive a tracking number by email/SMS as soon as the seller dispatches your order — usually within 24 hours of pickup by the carrier.
- Track at any time from My Orders → Order Details.
- Tracking is mandatory for orders over INR 4,000 / SAR 200 / USD 50.
- Allow 12–24 hours after dispatch for the first scan to appear with the carrier.
7. Delays, lost & undelivered parcels
- If your order is delayed beyond the maximum estimated delivery date by more than 3 business days, contact the seller via the order page or write to support@west-velocity.com.
- For orders not delivered within 30 days from the order date (domestic) or 45 days (international), you are entitled to a full refund unless the delay is due to your action (incorrect address, refused delivery).
- Lost-in-transit claims will be raised with the carrier; refund or replacement is processed once the carrier confirms loss or after 14 days, whichever is sooner.
8. Delivery address & changes
- Provide a complete, accurate delivery address including PIN/postcode, landmark, and a reachable phone number.
- Address changes are accepted before dispatch only. After dispatch, contact the carrier directly with your tracking number.
- PGF LLP is not liable for non-delivery resulting from incorrect or incomplete addresses.
9. Customs duties & taxes
- For international shipments, customs duties, GST/VAT, and clearance fees levied by the destination country are payable by the buyer, unless explicitly stated as "DDP" (Delivered Duty Paid) on the product page.
- India: GST as applicable is included in the displayed price unless otherwise stated.
- Saudi Arabia: KSA VAT 15% is included where the seller is registered for KSA VAT.
- Refusal to pay customs duties at delivery may result in the parcel being abandoned or returned at the buyer's expense.
10. Partial shipments
Where an order contains items from multiple sellers or warehouses, items may be dispatched separately. Each shipment will have its own tracking number. There is no extra charge for split shipments.
11. Refused deliveries
If you refuse a delivery without a valid reason (e.g., damaged outer packaging), the parcel will be returned to the seller. Forward and return shipping costs may be deducted from any refund.
12. Contact
- Shipping support: support@west-velocity.com
- Grievance Officer: Mr. Shabeer Mohammed Poonthottathil — grievance@west-velocity.com
- Phone (India): +91 95261 51069
- Address: PGF LLP, Room No. 6/477Q, Rahmath Nagar, Edayur Post, Malappuram, Kerala 676552, India
Estimated delivery times exclude carrier delays caused by force majeure events (strikes, weather, customs holds, civil unrest).