1. Shipping Overview

ToyVilo currently ships orders using logistics and delivery services available through Shiprocket.

Depending on the delivery location, PIN code, serviceability, shipment requirements and operational availability, your order may be delivered by different courier partners available through our shipping arrangement.

2. Order Processing

After an order is successfully placed, we process the order for verification, packing and dispatch.

Processing time may vary depending on order volume, product availability, operational conditions and other circumstances.

Orders may be subject to verification before dispatch, particularly where information appears incomplete, inconsistent or requires confirmation.

3. Order Packing

ToyVilo takes reasonable care when preparing and packing products before dispatch.

Depending on the product and shipment requirements, packaging may include appropriate protective material to help reduce the risk of damage during transportation.

Once the shipment has been handed over to the courier, transportation and delivery are handled through the applicable logistics network.

4. Shipping Partners

ToyVilo may use different courier partners available through Shiprocket or other authorised logistics arrangements.

The courier partner may be selected based on factors such as:

• Delivery PIN code
• Courier serviceability
• Shipment size and weight
• Courier availability
• Delivery network
• Operational conditions
• Other logistics requirements

Customers generally cannot select a specific courier partner unless a specific option is expressly provided during checkout.

5. Estimated Delivery Time

Delivery timelines are estimates and may vary depending on the destination, PIN code, courier network and other operational factors.

Estimated delivery information, where displayed, should not be interpreted as an unconditional guarantee of delivery on a specific date.

6. Delivery Areas & Serviceability

Orders can only be delivered to locations that are serviceable through the available logistics network.

Some PIN codes, remote areas, restricted locations or addresses may have limited or no courier serviceability.

If an address is found to be non-serviceable after an order is placed, ToyVilo may contact the customer to determine whether an alternative delivery arrangement is possible.

7. Customer Address Responsibility

Customers are responsible for providing complete and accurate delivery information at the time of placing an order.

This includes:

• Full name
• House / Flat / Building number
• Street / Area / Locality
• City
• State
• PIN code
• Active mobile number

Customers should carefully check the delivery details before confirming their order.

8. Address Changes After Ordering

If you notice an error in your delivery address, contact ToyVilo as soon as possible.

We will try to assist with an address correction where operationally possible.

Once an order has been dispatched or handed over to the courier, changing the delivery address may not be possible or may depend on the courier's operational capabilities.

9. Delivery Attempts

The applicable courier partner may make delivery attempts according to its operational process and service conditions.

Customers should remain available at the provided address and keep their registered mobile number reachable during the expected delivery period.

Failure to receive the shipment after applicable delivery attempts may result in the shipment being returned to origin.

10. Tracking Information

Where tracking is available, shipment tracking information may be provided after the order is dispatched.

Tracking information is generally provided by the applicable logistics or courier system and may take some time to update after pickup, scanning or movement between facilities.

A temporary lack of tracking updates does not necessarily mean that a shipment is lost or cancelled.

11. Delivery Delays

Although we work to process and dispatch orders promptly, delivery delays can occur.

Examples include:

• Courier network delays
• High shipment volumes
• Weather conditions
• Transport disruptions
• Local restrictions
• Remote-area routing
• Incorrect address information
• Customer unavailability
• Operational or technical issues
• Other circumstances outside our reasonable control

If a shipment is delayed, customers may contact us so that we can reasonably assist with checking the shipment status.

12. Customer Unavailability

Customers should make reasonable efforts to be available to receive the shipment or arrange for an appropriate person at the delivery address to receive it where permitted.

Repeated unsuccessful delivery attempts caused by customer unavailability may result in the shipment being returned to origin.

13. RTO — Return to Origin

RTO means that a shipment is returned to the sender instead of being successfully delivered to the customer.

An order may become RTO because of reasons including:

• Customer refusing delivery
• Incorrect address
• Incomplete address
• Customer unavailable for delivery
• Repeated unsuccessful delivery attempts
• Customer-requested cancellation after dispatch
• Other customer-related delivery failures

14. Customer-Caused RTO Charge

Customer-related reasons may include:

• Refusal to accept the shipment
• Incorrect or incomplete address
• Customer unavailable for delivery
• Repeated unsuccessful delivery attempts caused by the customer
• Customer-requested return/cancellation after dispatch resulting in RTO

The ₹200 customer-caused RTO charge will not be applied where the RTO is caused by a verified fulfilment error attributable to ToyVilo, subject to verification and applicable law.

15. Damaged Package at Delivery

If a parcel appears visibly damaged when delivered, customers should, where reasonably possible, document the condition of the outer package before opening it.

Customers should contact ToyVilo promptly if the product inside is damaged.

Photographs of the package, shipping label, visible damage and product may be requested to help investigate the claim.

16. Lost or Missing Shipments

If a shipment appears to be lost, undelivered or requires investigation, ToyVilo may coordinate with the relevant logistics provider to check the shipment status.

Customers may be asked to provide order information or other reasonable details necessary for the investigation.

The appropriate resolution will depend on the shipment investigation, available evidence and applicable law.

17. Incorrect Delivery Status

In some circumstances, courier tracking systems may show a delivery status before the customer has physically received the parcel or may temporarily display an incorrect or delayed status.

If your order is marked delivered but you have not received it, please contact us as soon as possible with your Order ID and registered mobile number.

We may coordinate with the relevant courier partner to investigate the delivery record.

18. Delivery to the Provided Address

Shipments are generally delivered to the address provided during checkout and may be subject to the delivery procedures of the applicable courier partner.

Depending on the courier's process, delivery may involve OTP, signature, delivery confirmation or another applicable verification method.

19. Cash on Delivery

ToyVilo currently offers Cash on Delivery (COD) for applicable orders.

COD availability may depend on the delivery PIN code, courier serviceability, order value, operational conditions and other applicable factors.

Customers placing COD orders should remain available to receive the shipment and complete the applicable payment at delivery.

20. Shipping Charges

Any applicable shipping or delivery charge will be displayed or communicated during the ordering process where applicable.

Shipping charges may vary depending on the applicable order conditions, location, delivery service and other factors.

Where free shipping is offered, the applicable offer conditions will apply.

21. Remote & Restricted Locations

Delivery to certain remote, restricted or difficult-to-service locations may take additional time or may not be available through the courier network.

If a location is found to be non-serviceable, ToyVilo may contact the customer regarding the available options.

22. Public Holidays & Exceptional Delays

Delivery timelines may be affected by public holidays, regional holidays, festivals, extreme weather, transportation disruptions, government restrictions or unusually high courier volumes.

Such delays may occur even when the order has already been dispatched.

23. Address or Contact Issues Causing Delay

Delays or failed delivery may occur when the customer provides:

• Incorrect mobile number
• Incorrect PIN code
• Incomplete address
• Incorrect house or flat number
• Unreachable contact number
• Insufficient landmark information where necessary

Customers are responsible for checking their information before confirming an order.

24. Shipping & Return Relationship

Shipping issues and return/refund requests are handled according to the applicable circumstances and our Refund & Return Policy.

For damaged, wrong or missing products, customers should report the issue within the applicable reporting period specified in our Refund & Return Policy.

25. Delivery Problems Caused by Customer

Where a delivery failure is caused by customer-related circumstances, including incorrect address, refusal, repeated unavailability or customer-requested cancellation after dispatch, the shipment may become RTO.

Where applicable, the ₹200 return logistics/handling charge may be deducted from an eligible refund as described in this policy and our Refund & Return Policy.

26. Delivery Problems Caused by ToyVilo

If a shipment issue is caused by a verified fulfilment error by ToyVilo, such as dispatching the wrong product, we will review the matter and provide an appropriate resolution in accordance with our policies and applicable law.

The ₹200 customer-caused RTO charge will not apply where the RTO is due to a verified ToyVilo fulfilment error.

27. Events Beyond Our Reasonable Control

Shipping or delivery may be affected by circumstances beyond our reasonable control, including:

• Natural disasters
• Severe weather
• Government restrictions
• Transport disruptions
• Major infrastructure failures
• Courier network disruptions
• Public emergencies
• Strikes or operational disruptions
• Technology or communication failures
• Other extraordinary circumstances

We will make reasonable efforts to assist customers with affected shipments where possible.

28. No Guaranteed Delivery Date

Unless a specific guaranteed delivery service is expressly offered and confirmed by ToyVilo, estimated delivery dates are not guaranteed.

Courier and logistics operations may affect the actual delivery date.

29. Shipping Information Updates

Customers may receive shipping-related communications such as dispatch confirmation, tracking information or delivery updates through the contact information provided during checkout.

Customers should keep their registered mobile number accessible during the delivery period.

30. Consumer Rights

This Shipping Policy explains ToyVilo's standard shipping and delivery procedures.

Nothing in this policy is intended to exclude, restrict or remove any consumer protection, statutory right, remedy or legal protection that cannot lawfully be excluded or restricted under applicable law.

31. Changes to This Shipping Policy

ToyVilo may update this Shipping Policy from time to time to reflect changes in logistics arrangements, courier partners, shipping processes, website functionality or applicable legal requirements.

The latest version will be published on this page with the revised "Last Updated" date.

32. How Your Order Reaches You