This shipping policy outlines our delivery process, timelines, charges, and everything you need to know about receiving your order.
1. Shipping Coverage
Domestic Shipping (Within India)
We ship our essential oil products to all serviceable locations across India, including:
- Major metropolitan cities
- Tier 2 and Tier 3 cities
- Remote and rural areas (where courier services are available)
International Shipping
Currently, we ship to select international destinations. Please contact us at support@castra.in to inquire about shipping availability to your country.
2. Processing Time
Order Processing
- Orders are processed within 1-2 business days (Monday to Saturday)
- Orders placed on Sundays and public holidays will be processed the next business day
- You will receive an order confirmation email immediately after placing your order
- A shipping confirmation email with tracking details will be sent once your order is dispatched
Cut-off Time
- Orders placed before 2:00 PM IST will be processed the same business day
- Orders placed after 2:00 PM IST will be processed the next business day
3. Delivery Time
Standard Delivery
- Metro Cities: 3-5 business days
- Other Cities: 5-7 business days
- Remote Areas: 7-10 business days
Express Delivery (Where Available)
- Metro Cities: 1-2 business days
- Other Cities: 2-4 business days
Note: Delivery times are estimates and may vary due to unforeseen circumstances such as weather conditions, courier delays, public holidays, or remote locations.
4. Shipping Charges
Free Shipping
- Free standard shipping on all orders above ₹499
- Applicable to all serviceable locations in India
Standard Shipping Charges
- Orders below ₹499: ₹49 flat shipping charge
- Charges may vary for remote or difficult-to-reach areas
Express Shipping Charges
- Available at checkout for eligible pin codes
- Additional charges apply based on location and weight
- Express shipping charges range from ₹99 to ₹199
International Shipping Charges
- Calculated based on destination country, weight, and customs requirements
- Displayed at checkout before payment
- Customer is responsible for any customs duties, taxes, or import fees
5. Shipping Methods & Partners
We partner with reliable courier services to ensure safe delivery:
- Blue Dart
- Delhivery
- DTDC
- India Post
- FedEx (for international shipments)
- DHL (for international shipments)
The shipping method is selected based on your location and product availability.
6. Order Tracking
Track Your Order
Once your order is shipped, you will receive:
- Shipping confirmation email
- Tracking number/AWB number
- Direct link to track your shipment
How to Track
- Check your email for the tracking number
- Visit the courier partner's website
- Enter your tracking number to view real-time updates
- Alternatively, log into your Castra account to view order status
7. Delivery Process
What to Expect
- Our courier partner will attempt delivery to the shipping address provided
- A delivery notification may be sent via SMS or call
- Signature may be required upon delivery for verification
Failed Delivery Attempts
If delivery is unsuccessful:
- The courier will make 2-3 delivery attempts
- You will be contacted via phone or SMS
- The package will be held at the local courier office for 7 days
- After 7 days, the order will be returned to us
Rescheduling Delivery
- Contact the courier partner using your tracking number
- Request a convenient delivery time or date
- Provide alternative delivery instructions if needed
8. Shipping Address
Accurate Address Required
Please ensure your shipping address is:
- Complete with house/flat number, street name, and landmark
- Includes correct pin code
- Has an active contact number
- Provides alternative contact number if available
Address Changes
- Address changes can be made before the order is dispatched
- Contact us immediately at support@castra.in
- Once shipped, addresses cannot be modified
- Contact the courier partner directly for delivery instructions
PO Box Addresses
- We do not ship to PO Box addresses
- Please provide a complete physical address with landmark
9. Packaging & Safety
Secure Packaging
All Castra essential oils are packaged with care:
- Products are wrapped in bubble wrap or protective material
- Bottles are sealed to prevent leakage
- Tamper-proof packaging for your safety
- Eco-friendly packaging materials whenever possible
Product Integrity
- All bottles are checked for leaks before dispatch
- Boxes are labeled as "Fragile" and "Handle with Care"
- Special packaging for glass bottles to prevent breakage
10. Damaged or Lost Shipments
Damaged Packages
If you receive a damaged package:
- Do not accept the delivery if the outer packaging is severely damaged
- If already accepted, take photos of the damaged package and product immediately
- Contact us at support@castra.in within 48 hours with photos
- We will arrange for a replacement or full refund
Lost Shipments
If your order shows "delivered" but you haven't received it:
- Check with family members, neighbors, or building security
- Verify the delivery address in your order confirmation
- Contact us at support@castra.in within 48 hours
- We will investigate with the courier partner and resolve the issue
11. Undelivered Orders
Return to Sender
If the package is returned to us due to:
- Incorrect address provided by customer
- Customer unavailability after multiple attempts
- Refusal to accept delivery
Our Policy:
- We will contact you to arrange re-shipment
- Re-shipping charges will apply
- Alternatively, a refund will be issued minus original shipping costs
12. Order Consolidation
Multiple Items
- All items in a single order are shipped together when possible
- If items are from different warehouses, they may be shipped separately
- You will receive separate tracking numbers for each shipment
- No additional shipping charges for split shipments
Multiple Orders
- Orders placed separately cannot be combined after checkout
- Each order will be shipped independently with respective shipping charges
13. Special Delivery Instructions
We accommodate special delivery requests when possible:
- Leave package at the door (at your own risk)
- Deliver to building security/reception
- Call before delivery
- Specific delivery time preferences (subject to courier availability)
Please add delivery instructions in the "Order Notes" section during checkout or email us after placing your order.
14. Public Holidays & Peak Seasons
Delays During
- National and regional holidays
- Festival seasons (Diwali, Christmas, New Year)
- Sale periods and promotional events
- Natural disasters or force majeure events
We will notify you of any expected delays and appreciate your patience during these times.
15. International Shipping Details
Customs & Duties
- International customers are responsible for all customs duties, taxes, and clearance fees
- Shipping time includes customs clearance (typically 3-7 additional days)
- Castra is not responsible for customs delays or charges
Restricted Countries
We may not ship to certain countries due to customs restrictions on essential oils. Please check with us before ordering.
Documentation
- All international shipments include proper customs documentation
- Commercial invoice will be attached to the package
- Products are declared accurately for customs purposes
16. Bulk & Corporate Orders
For bulk orders (10+ units) or corporate gifting:
- Contact us at support@castra.in for customized shipping solutions
- Special shipping rates available for large orders
- Flexible delivery scheduling
- Direct delivery to multiple addresses possible
17. Order Modification & Cancellation
Before Shipment
- Orders can be modified or cancelled before dispatch
- Contact us immediately at support@castra.in
- Full refund will be issued for cancellations
After Shipment
- Orders cannot be modified or cancelled once shipped
- Follow our return policy if you wish to return the product after delivery
18. Contact Support
For any shipping-related queries, concerns, or assistance:
Email: support@castra.in
