Shipping & Delivery Policy

Shipping & Delivery Policy

Shipment status

We send email and SMS to you when the order is confirmed and when the order is shipped.

You can check the status of your order from NAACLUES.com My Account or from naaclues.com/trackorder

Most orders at NAACLUES get shipped within 2 to 4 days of confirmation. If your order was placed recently, please allow us time to procure and dispatch.

If your order is not shipped within 4 days of confirmation, we will Inform you via email and SMS about the delay, Work closely with the merchant to speed up the dispatch AND If it is possible we transfer the order to another merchant on NAACLUES.com

If there are other reasons like your address not serviceable by our courier/delivery partners, we will get in touch with you for additional details.

Order is not yet shipped

You can check the status of your order from NAACLUES.com My Account or from NAACLUES.com/trackorder

Most orders at NAACLUES get shipped within 2 to 4 days of confirmation. If your order was placed recently, please allow us time to procure and dispatch.

If your order is not shipped within 4 days of confirmation, we will Inform you via email and SMS about the delay, our team work closely with the merchant to speed up the procurement and dispatch, If it is possible we transfer the order to another merchant on NAACLUES.com.

If there are other reasons like your address not serviceable by our courier partners, we will get in touch with you for additional details.

Order is in processing for more than 4 days

Please be assured that shipping your order on time is our highest priority. Within 24 hours of receiving the order, we initiate the pick-up process from the merchant. If the process takes longer, we Inform you via email and SMS about the delay, our team work closely with the merchant to speed up the procurement and dispatch or transfer the order to another merchant or offer your alternate product options (from our catalog)

If there are other reasons like your address not serviceable by our courier partners, we will get in touch with you for additional details.

In case the merchant is not able to timely fulfill the order and we are not able to find an alternative for you, we will cancel the order and refund your payment. Typically refund in the bank account takes upto 2 weeks after order cancellation.

Change order address

We can take your request for change of address as long as the order has not been handed over to our courier partner.

You can check the status of your order from NAACLUES.com My Account or from NAACLUES.com/trackorder

In case the order has not reached the shipment stage, you can contact us at NAACLUES.com/support. To ensure safety of your package, we would do additional verification of your identity on email or phone.

Schedule the delivery

Schedule the day of dispatch:

If the order is not shipped, we can hold the order and ship it at your convenience. However, since NAACLUES is a marketplace, holding the shipment beyond a time would depend on merchant too.

Schedule the time of delivery:

If the order is shipped, you can check the status at courier website and schedule the delivery by calling them.

My order status is On-Hold, what does it mean?

During quality check at our fulfillment center, if we come across any issue with the product or the package content, we keep the shipment on hold. Within 48-hours the issue is resolved with the merchant and order is shipped. In a rare circumstance, if we are not able to ship the order, we will inform you. If it is a Paid order, It would take upto 2 weeks for the amount to get refunded to your account.

Order is shipped

It takes between 3 to 7 days to deliver the order after it has been dispatched. The number of days could vary depending on your and merchant’s location.

When the order is dispatched, we email and SMS you the tracking number and courier/delivery partner details. The same information is also provided in My Account or NAACLUES.com/trackorder.

You can track the shipment on the courier/delivery partner’s website using the airway bill number (also known as AWB or tracking number).

More than 7 days since it was shipped

It takes between 3 to 7 days to deliver the order after it has been dispatched. The number of days could vary depending on your and merchant's location.

Please check the status of your shipment from the courier website using the tracking number sent to you on your registered email and SMS number.

If on the courier website, you can see that there is a movement of your package in last 48-hours, please give 2-3 days more to the courier to deliver.

However, if the package is still not delivered to you and you do not see movement in the last 48 hours on the courier website, you should check with the courier company or contact us at NAACLUES.com/support.

We do continuous follow up with the courier till the order is not delivered and if there is a delay in delivery we send periodic updates on your registered email and SMS.

Shipment is not trackable

Courier companies update the tracking number on their website after the shipment is handed over to them. Sometimes it takes upto 48 hours for the tracking number to get updated. However, the shipment is on its way to its destination.

If you have recently received the shipment details, we would recommend you to wait and retry tracking on the website after some time.

If the tracking number is still not updated, do get in touch with us through NAACLUES.com/support

Return to origin

‘Return to origin’ or RTO means the courier had tried to deliver the order at your address but could not do it and it is now coming back to the shipper.

Before an RTO is initiated, courier or our team makes attempts to contact you on your phone and email.

What happens after an RTO is received by NAACLUES?

If it was a Cash On Delivery order, the product will be sent back to the merchant.

If it was a paid order, we will check if you would like reshipment.

Courier is showing delivered

If the shipping address is office or college or housing society, please check at the reception.

You can also check with the courier company and contact us at NAACLUES.com/support.

Delivered to wrong address

In case, you discover that courier agency has marked the delivery to another city, you should immediately contact us at NAACLUES.com/support and we will follow-up with the courier on your behalf.

If the shipping address is office or college or housing society, please check at the reception.

Inappropriate courier behaviour

We use the services of some of the industry's best courier/delivery companies for delivering your orders. However, if any courier/delivery partner's behaviour is inappropriate, please drop us a note on NAACLUES.com/support. On such incidents, we have no-compromise policies with the courier companies. We can even discontinue using the courier's service in that region if more than one complaint is received.

Courier charged me extra money

The amount that you pay while ordering at NAACLUES includes the product and courier charges. The amount to be paid on Cash On Delivery orders is mentioned on the package. You are not required to pay any extra amount at the time of receiving the order.

However, some states levy octroi charges which we pay to courier/delivery partner. In a rare circumstance, if you had to pay, please send the scanned copy of the receipt to us. We will refund the amount in the form of credit to your account.

Courier company's message is inconsistent

We use the services of some of the industry's best courier/delivery companies for delivering your orders. However, if you suspect that the courier company's message is inconsistent, please drop us a note on NAACLUES.com/support. On such incidents, we have no-compromise policies with the courier companies. We can even discontinue using the courier's service in that region if more than one complaint is received.

Want to add a new address

If you would like to add a new shipping address, click on ‘Add a New Address’ mentioned on the multi-address selection page. A pop-up window will appear where you can enter a new address.

Can I make changes in Address?

To edit an existing shipping address, click on ‘Edit an Address’. The selected address will appear in the pop-up window. You can edit or make changes in the address.

Is gift wrap available?

Gift-wrap facility is available on all the orders before shipping. To avail this facility tick mark the ‘Gift Wrap this Order’ checkbox in the Payment Options.

Is Cash on Delivery Available?

Cash on Delivery option is available only few types of commodities.