Eshopbox Shipping & Delivery Terms of Service ("Agreement") governs your access to and use of the services provided by Eshopbox E-Commerce Private Limited, a company incorporated under the Companies Act, 2013 with its registered office at 5th Floor, Ambience Mall, NH-8, DLF Phase 3, Sector 24, Gurugram, Haryana 122010 (“Eshopbox,” “we,”or “us,”).

By accessing or using the Shipping & Delivery Services or clicking through on the Eshopbox platform, You acknowledge that You have read, understood, have the authority to, and agree to be bound by these Shipping Terms of Service.

If You are accessing or using the Services on behalf of Your company, You represent that You are authorized to accept this Agreement on behalf of Your company and to bind such entity and its affiliates to this Agreement, and all references to "You" or "Your" reference Your company. If You do not have such authority or do not agree to be bound by this Agreement, You must not accept this Agreement and may not use the Services. If You are an individual, You certify that You are legally eligible to enter into an agreement/contract with a third party.

This Agreement permits You to access and utilize Eshopbox's shipping, courier assignment, and delivery management services, collectively referred to as the "Services," as described in any Eshopbox ordering documents, online registrations, order descriptions, or order confirmations referencing this Agreement. These Shipping Terms of Service set forth the terms and conditions under which these Services will be provided. This Agreement will govern Your initial use of the Services on the Effective Date and any future uses that reference this Agreement. It is clarified that the terms of Your Order shall not modify this Agreement. This Agreement is governed by and subject to the terms and conditions of the Master Subscription Agreement (the "MSA").

The "Effective Date" of this Agreement is the earlier of:

The Agreement may be modified by the parties only through mutual written consent.

BY INDICATING YOUR ACCEPTANCE OF THIS AGREEMENT OR ACCESSING OR USING ANY Services, YOU ARE AGREEING TO BE BOUND BY ALL TERMS, CONDITIONS, AND NOTICES CONTAINED OR REFERENCED IN THIS AGREEMENT. IF YOU DO NOT AGREE TO THIS AGREEMENT, PLEASE DO NOT USE ANY Services. FOR CLARITY, EACH PARTY EXPRESSLY AGREES THAT THIS AGREEMENT IS LEGALLY BINDING UPON IT.

This section provides clear definitions of key terms used throughout this Agreement to ensure consistent interpretation and understanding of the terms and conditions.

Refers to the suite of services provided by Eshopbox, including, assignment to courier partners, shipment tracking, delivery management, and handling of returns or reverse logistics.

Includes goods or materials that are not permitted for shipment as per the applicable laws, regulations, or policies outlined by Eshopbox and its courier partners. Examples include hazardous substances, perishable items (unless agreed upon), and items restricted under import/export laws.

Refers to third-party logistics providers engaged by Eshopbox to handle shipment pickup, transit, and delivery to end You.

A document or electronic record confirming the successful delivery of a shipment to the intended recipient, including but not limited to signatures, photographs, or GPS coordinates.

The process of returning undelivered shipments to the original fulfillment center or designated return address, typically initiated due to delivery failures, incorrect addresses, or You rejections.

Refers to days on which commercial banks are open for business in India, excluding Saturdays, Sundays, and public holidays.

Information related to shipments managed through Eshopbox, including but not limited to order details, tracking information, and courier partner updates.

Messages or updates sent to You regarding shipment status, delivery timelines, and return processes through SMS, email, WhatsApp, or other integrated channels.

The process of handling product returns, exchanges, or redelivery requests, including coordination with courier partners and You.

​These definitions are provided for clarity and to ensure all terms used in this Agreement are interpreted consistently and in accordance with industry standards.

Failure to meet these obligations may lead to the suspension, termination, or restriction of access to Eshopbox services.

By using Eshopbox’s services, You acknowledge and agree to these packaging and labeling compliance requirements and accept the consequences outlined herein.

You are obligated to submit accurate and complete shipment data within the timelines designated by Eshopbox. This includes:

Failure to provide accurate and timely data may lead to:

You agree not to book or hand over any shipments containing goods that are banned, restricted, illegal, prohibited, stolen, or infringe upon third-party rights. This includes, but is not limited to, cash, jewellery (excluding artificial jewellery), gold, silver, diamonds, platinum, precious metals, precious stones, currency, bullion, financial and security instruments, as well as reactive, hazardous, or dangerous items that violate applicable laws or packaging/transportation guidelines set by the relevant courier vendor. Eshopbox assumes no liability for the transportation or delivery of such shipments.

If a You hands over such restricted goods to Eshopbox or its courier vendor, Eshopbox and its courier vendor shall bear no responsibility for any loss, damage, theft, or misappropriation of these shipments, even if the service provider or delivery personnel is aware of the contents. If such loss or damage occurs due to any reason, including service provider negligence, Eshopbox will not be held accountable. You agree to indemnify Eshopbox and its courier vendor against any losses, claims, or liabilities arising from the shipment of restricted goods. Furthermore, Eshopbox reserves the right to:

You are required to comply with Eshopbox’s policies regarding prohibited and restricted shipments. Any violations may result in the following actions:

You must exclusively use Eshopbox’s automated system for generating pickups and shipping shipments using the Airway Bill (AWB) number provided during signup. Any attempt to ship using a physical shipping docket or an unauthorized AWB number will result in a penalty of ₹1,000 per AWB number. Additionally, You are prohibited from booking multiple shipments under a single AWB number or sending multi-packet shipments unless explicitly authorized through Eshopbox’s Multi-Packet Shipment (MPS) service. Any breach of this condition, intentional or unintentional, will result in:

You acknowledge that Eshopbox, through its logistics vendors, acts solely as a bailee of the goods and is not an insurer. By utilizing Eshopbox’s services, You expressly waive any claims against Eshopbox and its logistics vendors based on insurance principles.

For claims related to damage, pilferage, tampering, leakage, or any other shipment issues, the following conditions must be met:

Eshopbox is committed to maintaining high standards of service for shipping and delivery operations. The terms and conditions governing Services, including performance metrics, remedies, and exclusions, are comprehensively outlined in the Shipping Warranty Policy, Eshopbox Shipping Turn Around Times (TATs), On-Time Delivery Guarantee & Eshopbox weight overcharge protection program article which forms an integral part of these Eshopbox Shipping Service Level Agreement.

Eshopbox determines shipping charges based on specific parameters, including weight-based fees that vary according to the shipment's weight. Zone-based pricing is influenced by predefined shipping zones, such as Local, Zonal, Metro, National, and Remote. Additionally, shipping surcharges differ depending on preferences, including Standard and Express modes. Fuel surcharges fluctuate in accordance with prevailing fuel prices, and charges for optional services, such as Quality Check (QC) fees or RTO protection, may also apply. All fees are subject to applicable Goods and Services Tax (GST) as mandated by statutory requirements.

You shall agree that with the shipment weight, it will automatically get deducted from Your credit weight. As per the norms of Eshopbox logistics, you will be charged a minimum of 0.5 kgs (or in multiples) for Your air shipping. Please note that the weight charges applied by the courier companies may differ but however such charges shall be adjusted in/from Your Eshopbox wallet limit on Your Eshopbox account after pick up of the shipment.

For any claims by You like wrong freight being applied, Cash on Delivery missing, pilferage, in transit damage - the signed copy of the manifest sheet of the pick up against which the courier company has received the shipment has to be submitted along with the claim request. Without the signed manifest the request shall not be considered valid.

If due to any reason (including but not limited to the reason of weight discrepancy), the balance amount of You in the Eshopbox wallet becomes negative, then Eshopbox shall inter-alia have the right to hold/retain/adjust the COD Amounts for the shipments of You.

Eshopbox reserves the right to adjust charges based on circumstances such as demand surges, fluctuations in fuel prices, or policy updates. You are notified of any pricing changes through their account dashboards or via email, ensuring transparency and timely updates.

Eshopbox may offer volume-based discounts to You based on the quantity or value of shipments processed within a specified billing period. The terms and conditions for availing such discounts are as follows:

Eshopbox employs standard industry practices to calculate the volumetric weight of a package, which determines the chargeable weight based on its size. The volumetric weight is calculated using the formula:

Volumetric Weight = Length × Width × Height / Modifier

The modifier is typically set at 5,000, for all courier partners. All measurements are taken in centimetres (cm) and must represent the most extreme points of the package to ensure accuracy. The calculation applies differently depending on the type of packaging. For box packaging, the external dimensions of the box are used, whereas for flyer packaging, the dimensions of the product itself are utilized.

Eshopbox reserves the right to revise the modifier value as deemed necessary to align with industry standards, changes in courier partner policies, or operational requirements. You will be notified of any changes to the modifier with at least 7 days prior written notice. The revised modifier will apply to shipments processed after the effective date of the revision.

Eshopbox determines the chargeable weight of a shipment by comparing its volumetric weight with its actual weight, also referred to as deadweight, and applying the greater of the two. Volumetric weight reflects the package's size, which is particularly relevant for lightweight but bulky items. Actual weight includes the physical weight of the product and the packaging materials, measured in kilograms.

If the declared weight of a shipment is found to be less than the actual weight, the shipping charges will be adjusted based on the actual weight. You will be notified of any discrepancies via the dashboard and will have seven (7) working days to either accept or dispute the revised weight. If you accept the updated weight, the corresponding charges will be applied. If you reject it, billing will be paused until the discrepancy is resolved. However, if no response is received within the stipulated seven (7) working days, the updated weight will be automatically accepted. For the purpose of this clause, ‘Working Days’ refer to days when Eshopbox is operational, excluding Saturdays, Sundays, and any holidays declared by Eshopbox.

If Eshopbox determines that shipments have been sent with an under-declared weight, it reserves the right to:

(i) redirect the shipment to a location of its choosing;

(ii) retain and, if necessary, dispose of such shipments within 30 days of retention; and

(iii) impose penalties and recover full freight charges for the shipment’s entire transit, including return-to-origin (RTO) costs for re-routing and forwarding charges for final delivery.

Additionally, if Eshopbox suspects that under-declaration of weight has occurred through the creation of multiple or duplicate accounts, violation of the terms of this agreement, or any other conduct deemed suspicious at its sole discretion, it reserves the right to impose damages or penalties, including applicable GST, amounting to ₹1,00,000 (Rupees One Lakh) per shipment or any other amount determined by Eshopbox.

Each shipment is assigned a Tracking ID for identification, and any excess weight or charges are displayed clearly for review. You can submit evidence to support their disputes directly through the platform, which also issues timely notifications regarding the status and resolution of discrepancies.

Eshopbox permits You to raise claims for shipment damage or loss under specific conditions. Claims may be filed for shipments marked as lost or stolen during transit, provided these claims adhere to the terms outlined in the applicable Order Form or Service Level Agreement (SLA). Additionally, You may raise claims for orders containing missing or incorrect items upon delivery or return. Claims for damaged shipments are also eligible, provided the damage occurred during transit or was caused by mishandling on the part of Eshopbox or its courier partners. However, disputes arising from You mishandling post-delivery or returns not subjected to Doorstep QC will not be entertained. This includes instances involving minor packaging defects, missing price tags, or manufacturing defects.

To process claims effectively, You are required to provide adequate documentation and evidence. For lost shipments, You must furnish proof of handover, such as manifest copies, and shipment tracking details that substantiate the loss or theft. For damaged or incorrect orders, You must submit clear images of the received items with visible shipping labels and product tags. Supporting evidence may also include unboxing videos or order processing records. In cases of suspected fraud or incomplete deliveries, Proof of Delivery (POD) may be necessary. Claims related to billing disputes must include Air Waybill (AWB) numbers along with shipment details, such as the shipping zone, weight, type, and fees, as well as invoices with highlighted discrepancies. Claims must be submitted within 48 hours of the delivery status update for lost or damaged deliveries and within 15 days of invoice generation for billing disputes.

Eshopbox adheres to a structured process to address and resolve claims and disputes. Upon submission, claims are acknowledged within 24 hours, and a ticket is generated to facilitate tracking. During the verification stage, delivery-related claims are assessed to ensure compliance with policy guidelines, and billing disputes undergo Root Cause Analysis (RCA) to validate the discrepancies. If a claim is deemed valid, appropriate remedies are provided. For lost shipments, credit notes are issued within 10 days. For damaged or incomplete orders, remedies may include reshipping items, issuing refunds, or providing credit notes. In cases where a claim is invalid, Eshopbox provides proof of accurate billing or delivery to justify the rejection. The resolution timeline for delivery disputes is up to 15 days, while billing disputes are resolved within 10 days following verification.

Eshopbox provides a systematic escalation mechanism for unresolved claims. Initially, You can raise a ticket through the Eshopbox workspace for review. If the issue remains unresolved, it can be escalated to a senior support manager, and ultimately to the assigned You Success Manager for mediation. Disputes that remain unresolved following the escalation process are referred to arbitration in accordance with the terms set out in the Master Subscription Agreement (MSA). Arbitration is conducted in the agreed jurisdiction and adheres to the rules specified in the MSA.

Eshopbox prioritizes secure shipment handling. However, liability is determined by the applicable commercial agreement. Claims must be reported within stipulated timelines and include all required documentation for processing. Eshopbox is not liable for fraudulent claims, negligence or misconduct by You, or inadequate or improper packaging provided by You.

Eshopbox’s liability per shipment is capped at the lesser of the declared shipment value or the liability limit stated as INR 5,000/. Eshopbox is not liable for indirect, incidental, or consequential damages, including loss of profits or business opportunities.

Risk associated with shipments transfers upon successful delivery, confirmed by proof of delivery (POD) for forward shipments, or upon handover to You at the point of origin for return shipments. Undelivered or unreturned shipments will be handled per Eshopbox’s liability policies.

Compensation for delays is governed by the Moneyback Assurance Program, which applies exclusively to forward shipments. Exclusions include natural disasters, strikes, or regulatory restrictions, as well as You-provided incorrect or incomplete shipment details.

Eshopbox disclaims liability for incorrect shipping details provided by You, prohibited or hazardous items in violation of policies or laws, and delays due to unforeseen circumstances outside Eshopbox’s control or You unavailability at the delivery location.

Eshopbox offers guidelines and services to ensure the safe handling and transportation of fragile and perishable goods. This section outlines the responsibilities of You, liability limits, and additional fees related to these shipments.

Eshopbox provides You the option to purchase risk cover plans through reputable third-party providers. These plans mitigate financial risks associated with shipments that may be lost, stolen, or damaged during transit.

Risk cover is subject to the terms and conditions of third-party providers. Reimbursement is capped at the declared value of the shipped items, and claims must comply with the Eshopbox Shipping Loss Coverage Policy. Exclusions include fragile, liquid, or hazardous shipments unless explicitly covered under specialized plans, losses or delays due to natural disasters, incorrect addresses, or external events beyond Eshopbox’s control, damages caused by improper packaging, and minor defects such as leaks, wear and tear, or natural evaporation.

You must initiate claims within three days of expected delivery for lost shipments and within two days of delivery for damaged shipments. Documentation required includes order processing videos, You-provided images, and Proof of Delivery (POD). Claims will be reviewed within 15 days, and approved claims will result in reimbursements per the commercial agreement. You may request a Certificate of Facts (COF) for third-party claims.

If you opt not to purchase risk cover assume full responsibility for losses or damages. Eshopbox’s liability for non-covered shipments is strictly limited per the commercial agreement. You are advised to use tamper-proof packaging, accurately declare shipment values, and review the Eshopbox Shipping Loss Coverage Policy to mitigate risks.

Proof of Delivery (POD) serves as a critical validation for the successful completion of order deliveries. It ensures accountability and provides a reference point for resolving disputes related to the receipt of goods.

Eshopbox allows You to request Proof of Delivery (POD) for any order marked as delivered in the workspace. POD serves as a means to validate delivery and resolve disputes effectively. It is available for all completed orders. Any delivery disputes requiring POD must be reported within 48 hours of the order being marked as delivered. Any claim for damage, shortage, partial delivery, or pilferage must be clearly recorded on the POD. Claims not supported by such POD remarks shall not be processed.

Eshopbox provides flexibility in the type of POD available. Digital POD includes electronic signatures, GPS coordinates of the delivery, and call logs verifying Your interaction during the delivery process. Physical POD, which consists of hard copies of delivery confirmation signed by You, is typically available on request and may involve additional processing time.

If POD is unavailable or missing, disputes or claims may arise. In such cases, Eshopbox will conduct an investigation to determine the nature of the delivery, including contacting the courier partner. For valid disputes, Eshopbox will take appropriate action, such as arranging redelivery for missing items or issuing a remedy as per the liability clause in the order form or workspace.