Shipping policy
Shipping Policy
This Shipping Policy applies to all orders placed on trutuff.shoes, operated by Tula Packaging Pvt Ltd, Siliguri, West Bengal, India. By placing an order, you agree to the terms outlined below. Any disputes are subject to the exclusive jurisdiction of courts in Siliguri, West Bengal.
Where We Ship
We deliver across India to over 27,000 pin codes including metro cities, tier 2 and tier 3 cities, remote areas, hilly regions, and North East India. To check if we deliver to your pin code, enter it at checkout or contact us directly.
Processing Time
All orders are processed and dispatched within 24–48 working hours of payment confirmation, Monday to Saturday. Orders placed on Sundays or public holidays are processed on the next working day. Orders placed before 2PM on a working day are typically processed the same day. Orders placed after 5PM, on Sundays, or on public holidays are processed the next working day.
You will receive an order confirmation email immediately after placing your order and a dispatch notification with a tracking link once your order ships.
Delivery Timeline
Standard delivery across India takes 4–10 working days from dispatch depending on your location:
- Metro cities (Delhi, Mumbai, Bangalore, Kolkata, Hyderabad, Chennai): 4–7 working days
- Tier 2 and Tier 3 cities: 5–8 working days
- Remote and hilly areas: 8–10 working days or slightly longer
Delivery timelines are estimates and not guaranteed. Delays may occur during peak seasons, festivals, or due to weather conditions.
Shipping Partners
We work with leading logistics partners including Delhivery, Xpressbees, Ekart, and Bluedart to ensure reliable and trackable delivery across India.
Shipping Charges
Shipping is free on all prepaid orders above ₹999. For orders below ₹999 and for Cash on Delivery orders, a nominal shipping fee may apply and will be displayed at checkout before you complete your purchase.
Order Tracking
Once your order is dispatched, you will receive a tracking link via SMS and email. You can use this link to track your shipment in real time. If you do not receive a tracking update within 48 hours of your dispatch notification, contact us at support@trutuff.shoes or WhatsApp 9734063366.
Cash on Delivery
We offer Cash on Delivery across eligible pin codes. COD availability is displayed at checkout. Please ensure someone is available at the delivery address to receive and pay for the order. If a COD order is returned undelivered due to non-availability or refusal, future COD orders from that address may be restricted.
Secure Packaging
All TruTuff orders are packed in double-layered protective boxes to ensure your shoes arrive in perfect condition. Each package includes the product, a branded box, and your order invoice.
Failed Delivery
If a delivery attempt fails because no one was available at the address, the courier will attempt redelivery. After two failed attempts, the package may be returned to us. In such cases, re-shipping charges will apply for resending the order. Refunds for returned-to-origin orders will be processed after deducting shipping costs.
Damaged or Lost Shipments
If your package arrives visibly damaged, refuse delivery and ask the courier agent to record the refusal. If you discover damage after opening, report it within 48 hours with clear photographs to support@trutuff.shoes or WhatsApp 9734063366. We will resolve the issue promptly with a replacement or full refund.
In the rare case of a lost shipment, contact us within 7 days of the expected delivery date. We will investigate with our logistics partner and resolve the matter within 5–7 working days.
Governing Law and Jurisdiction
This Shipping Policy is governed by the laws of India. Any disputes arising out of or in connection with this policy or any delivery made through trutuff.shoes shall be subject to the exclusive jurisdiction of the competent courts in Siliguri, West Bengal, India.
Contact
For any shipping related queries:
Email: support@trutuff.shoes
WhatsApp / Phone: 9734063366
Hours: Monday to Saturday, 11AM to 6PM
