Shipping, Delivery & Returns Policy – Tohfa Riwaz

Last Updated: 3 November 2026

1. Where We Deliver

Tohfa Riwaz operates from Mohali–Chandigarh, Punjab, India. We prepare, pack and dispatch our products through trusted courier and logistics partners.

We deliver across India, subject to courier service availability at the destination PIN code. International shipping is currently not available.

For bulk orders, corporate gifting, customised hampers or special delivery requirements, please contact our team before placing your order.

2. How Soon We Dispatch

Orders are generally dispatched within 24–48 working hours after order confirmation and receipt of payment.

For customised products, personalised gifts and specially designed hampers, dispatch time starts after:

• Payment or agreed advance is received.

• The customer approves the final design or personalisation details, wherever applicable.

Dispatch takes place Monday to Saturday during working hours. Sundays and public holidays are non-working days.

Large quantities, customised hampers, special packaging or orders requiring additional preparation may take longer. If so, we will communicate the expected dispatch date before proceeding.

3. Delivery Timelines

Delivery timelines are calculated in working days from the date of dispatch, not from the date the order is placed.

These are estimated timelines provided by courier partners and are not guaranteed delivery dates.

Delivery may take longer due to weather conditions, courier delays, public holidays, festivals, remote locations or other circumstances beyond our control.

If your order is required for a specific occasion or event, please inform us before placing the order. We will confirm the expected delivery schedule based on the product and destination.

4. Shipping Charges

Shipping charges depend on the order value, product weight, parcel dimensions, delivery PIN code and shipping method.

• Prepaid orders: Shipping charges, including any free-shipping offer, will be displayed at checkout or confirmed before order placement.

• Partial payment or balance-at-delivery orders: Applicable shipping and collection charges will be communicated before order confirmation.

• Bulk and corporate orders: Shipping and freight charges will be mentioned separately in the quotation.

• Multiple delivery addresses: Each address may be treated as a separate shipment and charged accordingly.

• Urgent delivery: Special delivery arrangements such as air cargo, bus parcel, dedicated vehicle or hand delivery may involve additional charges. These will be communicated for your approval before booking.

• Re-dispatch: Additional shipping charges may apply if a parcel is returned and needs to be sent again.

All applicable taxes and shipping charges will be communicated before order confirmation.

5. Our Courier Partners

We use reputed courier and logistics companies depending on destination, parcel weight, size and service availability.

The courier partner is selected by Tohfa Riwaz based on the most suitable available service. A specific courier company cannot be guaranteed unless confirmed in writing.

Where regular courier services are unavailable, we may use an alternative delivery service, subject to availability.

For urgent deliveries, alternative transport services may be arranged with the customer’s approval. Such services may require the customer or their representative to collect the parcel from the designated transport office or counter.

6. Tracking Your Order

Once your order has been dispatched, we will share the courier name and tracking details, wherever available, through WhatsApp, SMS or another available communication channel.

You can use the tracking number on the courier company’s website to check the shipment status.

Please note:

• Tracking updates are provided by the courier company.

• It may take a few hours for the first tracking scan to appear.

• Shipment movement and delivery updates are managed by the courier partner.

For tracking assistance, you can contact Tohfa Riwaz at 9313131396.

7. Your Delivery Address and Contact Number

Please provide a complete and accurate delivery address and active mobile number while placing your order.

Make sure you include:

• Recipient’s full name.

• Complete delivery address.

• Correct PIN code.

• Active mobile number.

• Nearby landmark, wherever required.

Incorrect or incomplete addresses, incorrect PIN codes or unreachable phone numbers may cause delivery delays or parcel returns.

Address changes can generally be requested only before the parcel is handed over to the courier. Please contact us immediately with your order details if you need to make a change.

Once dispatched, any address modification will depend on the courier company’s approval and may involve additional charges.

In certain locations, the courier may request the recipient to collect the parcel from the nearest delivery office.

8. Orders with Balance Payment at Delivery

If a partial-payment or advance-and-balance payment option is offered for your order, the payment terms will be communicated at checkout or in writing before confirmation.

The remaining amount may be collected by the courier partner at the time of delivery, subject to the courier’s available payment methods and rules.

Please note:

• Open delivery or inspection before payment may not be available.

• The courier may request payment through UPI, card or another digital method.

• The balance payment must be completed as per the courier’s instructions.

• If payment is refused or not completed, the parcel may be returned to us.

Any refund or adjustment following a returned customised order will be handled according to our Cancellation & Refund Policy.

9. Delivery Attempts and Returned Parcels

Courier partners generally make two or three delivery attempts, depending on their policies and service area.

A parcel may be returned to us if:

• The recipient refuses delivery.

• The recipient is unavailable or unreachable.

• The delivery address is incorrect or incomplete.

• The PIN code is not serviceable.

• Applicable balance payment is not made.

• The parcel remains unclaimed after delivery attempts.

If a parcel is returned, it must physically reach our facility before it can be checked and considered for re-dispatch.

Re-dispatch will be subject to applicable additional shipping charges, which must be approved and paid before the parcel is sent again.

For customised and personalised products, cancellation and refund eligibility will be governed by our Cancellation & Refund Policy.

10. When Your Parcel Arrives

We recommend that customers follow these precautions when receiving their order:

1. Check the outer packaging for visible damage, tampering or signs of opening.

2. If the parcel appears damaged, inform the delivery person and record the issue on the delivery receipt, wherever possible.

3. Record a continuous, unedited unboxing video before opening the package.

4. Show the shipping label, sealed packaging, opening process and products received.

5. Check the quantity and condition of the products.

6. Keep the original packaging until you are satisfied with the order.

An unboxing video and clear photographs help us investigate damage, missing items or incorrect products with the courier partner.

11. Damaged, Incorrect or Missing Items

If you receive a damaged product, incorrect item or short quantity, please inform us within 48 hours of delivery.

Contact us through WhatsApp at 9313131396 and provide:

• Your order number.

• Clear photographs of the parcel and product.

• A continuous unboxing video, wherever available.

• A brief description of the issue.

After reviewing the claim:

• If the issue is due to an error on our part or damage during transit, we will assess the case and arrange an appropriate replacement or resolution.

• If a replacement is not possible, a refund for the affected item may be considered.

• If the issue is due to incorrect details supplied or approved by the customer, any replacement may be treated as a fresh order and charged accordingly.

For customised and personalised products, remedies will be handled according to our Cancellation & Refund Policy.

12. Delays Beyond Our Control

Tohfa Riwaz is not responsible for delivery delays caused by circumstances beyond our reasonable control, including:

• Courier company delays or operational issues.

• Incorrect or incomplete delivery addresses.

• Recipient unavailability or refusal to accept the parcel.

• Non-serviceable or restricted delivery locations.

• Heavy rain, floods or adverse weather.

• Strikes, bandhs or public disturbances.

• Government restrictions or emergencies.

• Festival-season courier backlogs.

• Other unforeseen circumstances affecting transportation.

In such situations, we will assist with follow-up and coordinate with the courier partner wherever possible.

Please note that final delivery is managed by the courier company and is not directly under our control.

13. Bulk and Multiple-Address Deliveries

For corporate gifting, employee joining kits, wedding hampers, event gifting and other bulk orders, customers must provide the correct recipient details and delivery addresses in the requested format.

Please ensure that every recipient’s name, phone number, address and PIN code are accurate.

• Each delivery address may have a separate tracking number.

• Freight charges may apply separately for each address.

• Large orders may be dispatched in multiple shipments.

• Dispatch and delivery schedules for bulk orders will be confirmed in the quotation.

Any delay caused by incorrect or incomplete recipient details may affect the delivery schedule.

14. Risk and Ownership

Tohfa Riwaz takes reasonable care to pack and hand over orders to the selected courier partner in suitable condition.

Shipment handling and delivery after handover are managed by the courier partner, subject to applicable laws and our Terms & Conditions.

Ownership and payment-related matters will be governed by the applicable order terms and our Terms & Conditions.

15. Customer Support and Grievances

For questions about your order, shipping, tracking, delivery delays, damaged parcels or address changes, please contact us.

Tohfa Riwaz – Customer Support

Phone / WhatsApp: +91 93131 31396

Location: Mohali–Chandigarh, Punjab, India

Support Hours: Monday to Saturday, during business hours.

Please mention your order number whenever you contact us so we can assist you more quickly.

We aim to acknowledge customer complaints within 2 working days and resolve them as promptly as possible.

Please read this policy together with our Terms & Conditions, Cancellation & Refund Policy and Privacy Policy.

Tohfa Riwaz reserves the right to update this policy when required. Any updated version will be published on our website