Shipping policy

 

At CareOne, we want your skincare to reach you quickly and safely. This Shipping Policy outlines everything you need to know about how we deliver your orders.

🚚 Shipping at a Glance

Shipping Coverage Pan India (All States & Union Territories)
Standard Delivery 5-7 Business Days
Express Delivery 2-4 Business Days (Metro Cities)
Free Shipping On orders above ₹499
Shipping Charges ₹49 for orders below ₹499
Order Processing Within 24-48 hours

1. Shipping Coverage

📍 We Ship To:

  • All 28 States of India
  • All 8 Union Territories including Andaman & Nicobar, Lakshadweep, Ladakh
  • 17,000+ PIN codes across India

🌍 International Shipping:

Currently, we do not offer international shipping. We're working on expanding our services globally. Stay tuned!

💡 Tip: Enter your PIN code at checkout to confirm if we deliver to your area and see the estimated delivery date.

2. Delivery Timelines

Region Standard Delivery Express Delivery
Metro Cities
(Delhi, Mumbai, Bangalore, Chennai, Kolkata, Hyderabad, Pune, Ahmedabad) 		3-5 Business Days 1-2 Business Days
Tier 2 Cities
(Jaipur, Lucknow, Chandigarh, Indore, Nagpur, etc.) 		4-6 Business Days 2-3 Business Days
Tier 3 Cities & Towns 5-7 Business Days 3-4 Business Days
Rural & Remote Areas 7-10 Business Days Not Available
North East India
(Assam, Meghalaya, Manipur, etc.) 		7-12 Business Days 4-5 Business Days
Andaman & Nicobar, Lakshadweep 10-15 Business Days Not Available

Note: Business days are Monday to Saturday, excluding public holidays.

3. Shipping Charges

Order Value Standard Shipping Express Shipping
Below ₹499 ₹49 ₹99
₹499 and above FREE 🎉 ₹49
₹999 and above FREE 🎉 FREE 🎉

Additional Charges (If Applicable):

  • Remote Area Surcharge: ₹30-₹50 for extremely remote locations
  • COD Charges: ₹30 per order (Cash on Delivery)
  • Re-delivery Charges: ₹50 if first delivery attempt fails due to customer unavailability

4. Order Processing

⏱️ Processing Timeline:

  • Order Confirmation: Instant (via Email & SMS)
  • Order Processing: Within 24-48 hours
  • Dispatch: 1-2 business days after order placement

📅 Cut-off Time:

  • Orders placed before 2:00 PM IST on business days are processed the same day
  • Orders placed after 2:00 PM IST are processed the next business day
  • Orders placed on Sundays or holidays are processed on the next business day

⚠️ During Sales & Festivals: Processing times may extend by 1-2 additional days due to high order volumes. We appreciate your patience!

5. Order Tracking

Stay updated on your order's journey:

📦 How to Track Your Order:

  1. Email/SMS Notification: You'll receive tracking details once your order is shipped
  2. Track on Website: Visit careone.in → "Track My Order" → Enter Order ID
  3. Courier Website: Use the AWB (tracking) number on the courier partner's website
  4. WhatsApp Updates: Get real-time updates via WhatsApp (if opted-in)

📧 Order Status Notifications:

Status Meaning
Order Placed Your order has been received
Order Confirmed Payment verified, order is being processed
Packed Your order is packed and ready for dispatch
Shipped Order has left our warehouse
In Transit Order is on its way to your city
Out for Delivery Delivery executive is en route to your address
Delivered Order has been successfully delivered 🎉

6. Our Shipping Partners

We partner with India's most reliable courier services to ensure safe and timely delivery:

  • Delhivery – Pan India coverage
  • BlueDart – Premium express delivery
  • DTDC – Extensive network
  • Ecom Express – E-commerce specialist
  • India Post – For remote areas
  • Xpressbees – Fast metro delivery

The courier partner is automatically assigned based on your PIN code and the fastest/most reliable option available.

7. Cash on Delivery (COD)

✅ COD Available For:

  • Orders up to ₹5,000
  • Most PIN codes across India
  • COD charge: ₹30 per order

❌ COD NOT Available For:

  • Orders above ₹5,000
  • Select remote PIN codes (serviceability depends on courier partner)
  • Certain promotional or discounted orders

💡 COD Tips:

  • Keep the exact amount ready to avoid delays
  • Delivery personnel may not carry change for large denominations
  • Digital payment (UPI/Card) can be made at delivery if the partner supports it

8. Delivery Instructions

📝 Address Guidelines:

To ensure smooth delivery, please provide:

  • Complete address with house/flat number, building name, street
  • Nearby landmark (helps delivery executives locate you)
  • Correct PIN code – essential for routing
  • Active phone number – delivery executive will call before delivery
  • Alternate contact number – optional but helpful

🏢 Delivery to Offices/Workplaces:

  • Include company name and floor number
  • Mention reception/security if applicable
  • Provide your work phone number

⚠️ Important: We are NOT responsible for delays or non-delivery due to:

  • Incorrect or incomplete address
  • Wrong PIN code
  • Invalid phone number
  • Customer unavailability at the time of delivery

9. Delivery Attempts

📞 Delivery Process:

  1. The delivery executive will call you before arriving
  2. If you're unavailable, they'll attempt delivery 2-3 times
  3. After failed attempts, the package is held at the local hub for 3-5 days
  4. If unclaimed, the order is returned to us

🔄 What Happens After Failed Delivery?

Scenario Action
First attempt failed Re-attempt next business day (no extra charge)
Second attempt failed Final attempt scheduled; SMS/call notification sent
All attempts exhausted Package returned to CareOne; refund processed (minus shipping)
Customer requests re-dispatch Re-shipping charges (₹50-₹100) may apply

10. Packaging

We care about your product's safety and the environment:

📦 Our Packaging Includes:

  • Sturdy outer box – to protect against transit damage
  • Bubble wrap/air cushions – for fragile products
  • Sealed product packaging – tamper-evident seals
  • Invoice/packing slip – inside the package

🌱 Eco-Friendly Efforts:

  • Recyclable corrugated boxes
  • Minimal plastic usage
  • Biodegradable packing peanuts (where available)
  • No excess packaging – right-sized boxes

11. Delays & Exceptions

While we strive for on-time delivery, delays may occur due to:

🚫 Factors Beyond Our Control:

  • Natural disasters (floods, earthquakes, cyclones)
  • Extreme weather conditions
  • Public holidays and national events
  • Political disturbances, strikes, or curfews
  • Customs delays (for border areas)
  • Courier operational issues
  • Address-related issues

📅 Peak Season Delays:

During high-demand periods, expect 1-3 additional days:

  • Diwali season (October-November)
  • End-of-year sales (December)
  • Republic Day / Independence Day sales
  • Flash sales and new product launches

We'll keep you updated via email/SMS if there are any delays.

12. Damaged or Missing Packages

📸 If Your Package Arrives Damaged:

  1. Do NOT accept visibly damaged packages at the time of delivery
  2. If already accepted, take photos/videos immediately
  3. Contact us within 24 hours at support@careone.in
  4. Include: Order ID, photos of damage, description of issue
  5. We'll arrange a replacement or full refund

🔍 If Your Package is Missing:

  1. Check with neighbors, security, or family members
  2. Verify the delivery address on your order
  3. If tracking shows "Delivered" but you didn't receive it, contact us within 48 hours
  4. We'll coordinate with the courier partner to investigate

13. Order Modification

✏️ Need to Change Your Order?

  • Address change: Contact us before dispatch
  • Add/remove items: Not possible after order placement; please cancel and reorder
  • Cancel order: Allowed before dispatch (see our Refund Policy)

For any modifications, email support@careone.in with your Order ID immediately.

14. Shipping FAQs

Q: How do I know if you deliver to my PIN code?

A: Enter your PIN code at checkout. The system will automatically verify serviceability and show estimated delivery dates.

Q: Can I choose my courier partner?

A: Currently, the courier is auto-assigned based on the best option for your location. We ensure the fastest and most reliable service.

Q: What if I'm not available during delivery?

A: The delivery executive will call you. You can request them to leave it with a neighbor/security, come back later, or attempt the next day.

Q: Can I schedule a specific delivery time?

A: We don't offer time-slot selection currently. Deliveries are made during standard business hours (9 AM - 7 PM).

Q: Why is my order taking longer than expected?

A: Check your tracking link for the latest status. Common reasons include courier delays, remote locations, holidays, or weather conditions. Contact us if concerns persist.

15. Contact Us

Have questions about shipping? We're here to help!

  • Email: support@careone.in
  • Subject Line: Shipping Query – [Your Order ID]
  • Response Time: Within 24 hours
  • Support Hours: Monday to Saturday, 10:00 AM - 6:00 PM IST

CareOne Warehouse & Returns Address:
83 S.P. Mukherjee Road (4th Floor)
Devi Market
Kolkata, West Bengal 700026
India

Your TrueCare is on its way – because good skin shouldn't wait.

CareOne – From our shelf to your skin, with care. 📦🧴

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