Shipping Policy

Effective Date: 01-05-2018
Last Updated: 14-06-2025

Peneu is committed to ensuring a smooth, transparent, and efficient shipping process for all customers who shop from stores powered by our platform. As a service provider, Peneu enables individual merchants to create and manage their online stores. We do not directly sell or ship any physical products. All shipping activities are handled by the individual sellers operating through the Peneu platform.

This Shipping Policy outlines the general terms that apply to deliveries made by merchants using our platform.

1. Order Processing Time

• Standard Processing Time: Orders are typically processed within 1–3 business days (excluding Sundays and public holidays).

• Customized or Bulk Orders: Special items, including personalized or large-volume orders, may require additional processing time. Customers will be notified of any delays.

Merchants are encouraged to keep their processing times transparent and communicate promptly with customers regarding any changes.

2. Shipping Carriers and Methods

Merchants on the Peneu platform may use one or more of the following logistics providers, depending on region and service type:

• Delhivery

• DTDC

• Shiprocket

• Blue Dart

• India Post

• Ecom Express

• XpressBees

• Shadowfax

• Ekart

Shipping Methods Offered:

3. Shipping Coverage

Stores powered by Peneu primarily serve customers in India. While most merchants ship across all major cities and towns, delivery availability may vary by PIN code and carrier support.

If shipping is not available to a customer’s location, the respective merchant may offer an alternative or issue a full refund.

4. Shipping Charges

Shipping costs vary by:

• Product size and weight

• Destination location

• Selected shipping method

• Any promotional shipping discounts or free shipping offers

Shipping charges (if any) will be clearly displayed at checkout before completing the purchase.

5. Order Tracking

Once the order is shipped, customers will receive:

• A shipment confirmation email/SMS

• A tracking ID and link to the courier tracking page

If tracking updates are not visible within 24–48 hours of dispatch, customers are advised to contact the merchant directly or write to [email protected] for assistance.

6. Delayed or Failed Deliveries

Orders may be delayed due to:

• High-demand seasons (e.g., festivals, sales)

• Natural disasters, strikes, or regional disturbances

• Incorrect/incomplete address provided by the customer

• Courier or weather-related issues

In such cases, merchants are expected to communicate with customers proactively.

7. Address Modification

If a customer wants to change the delivery address after placing an order:

• Requests must be made within 12 hours of order placement

• Address changes are subject to approval and are not guaranteed once the order has shipped

8. Failed Delivery Attempts

If a delivery attempt fails due to:

• Unreachable address

• No response from the customer

• Repeated refusals to accept the parcel

Then the merchant may choose to cancel the order and refund as per their return policy. Re-shipping may incur additional charges.

9. Damaged or Lost Items

If the product is:

• Damaged on arrival: Customer must report it within 48 hours, along with photographic proof

• Missing or lost: Merchant or Peneu will initiate an investigation with the shipping partner

In such cases, refunds or replacements are subject to verification.

10. International Shipping

As of now, Peneu-powered stores typically do not offer international shipping. If available, the merchant will specify international delivery options on the product page.

11. Self Pickup (If Enabled by Merchant)

Some merchants may offer a “Pick up from Store” option. Customers choosing this method must bring valid ID and order confirmation at the time of collection.

12. Support and Escalations

If you face any issues regarding:

• Undelivered packages

• Missing tracking updates

• Shipping damage

Please contact the store's customer support. If unresolved, you may escalate the issue to:

📧 Email: [email protected]
🏢 Address: 3rd Floor, Landmark Cyber Park, Sector 67, Gurugram, Haryana 122102

Peneu will assist in mediating between the merchant and customer where needed.

13. Changes to This Shipping Policy

Peneu reserves the right to modify or update this Shipping Policy at any time to meet legal, operational, or platform changes. Updates will be posted on the website, and continued usage of the platform implies acceptance.

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