At The Tohfa House, we aim to deliver your gifts safely and reliably across India.
This policy explains our shipping charges, delivery timelines, shipping partners and delivery-related procedures.
1. Shipping Coverage
We currently offer shipping across India, subject to courier serviceability for the delivery address.
Certain remote locations or PIN codes may have limited courier availability.
If a particular PIN code is not serviceable, we will contact the customer where necessary and provide an appropriate resolution.
2. Free Shipping
We offer free standard shipping on orders of ₹799 or above.
Orders below ₹799 may be subject to applicable shipping charges, which will be displayed during checkout when shipping charges are applicable.
Shipping charges may vary depending on the delivery location, order characteristics and shipping service available.
3. Delivery Time
Our estimated standard delivery time is:
3–7 days
This is an approximate delivery estimate and not an absolute guarantee.
Delivery may take longer because of:
- Remote delivery locations
- Courier delays
- Weather conditions
- Public holidays
- Festivals or peak seasons
- Transportation disruptions
- Incorrect/incomplete address information
- Customer unavailability
- Personalisation requirements
- Events outside our reasonable control
For personalised products, additional preparation time may be required before dispatch.
4. Personalised Orders
Most products sold by The Tohfa House are personalised.
Before production, we may need additional information from the customer, such as:
- Name
- Message
- Photograph
- Reference image
- Design instructions
- Other personalisation details
We may contact the customer through WhatsApp using the contact number provided with the order.
Delays caused by missing or delayed personalisation information may affect the dispatch and delivery timeline.
5. Shipping Partner
Orders may be shipped using Shiprocket and its associated courier/logistics partners.
The courier assigned to an order may vary depending on:
- Delivery PIN code
- Service availability
- Shipping speed
- Package characteristics
- Courier performance
- Other operational considerations
Once an order is shipped, tracking information may be provided to the customer through available communication channels.
6. Tracking
Once your order has been dispatched, you may receive tracking information through available channels such as email, WhatsApp or SMS.
You can use the tracking information to check the current status of your shipment.
Please allow reasonable time for tracking information to become active after dispatch.
7. Delivery Attempts
The courier may make multiple delivery attempts according to its operational procedures.
Customers should ensure that:
- The delivery address is correct
- The PIN code is correct
- The customer/mobile number is reachable
- Someone is available to receive the package when required
If an order cannot be delivered because of an incorrect address, customer unavailability, refusal to accept delivery or other customer-related reasons, the shipment may be returned to us.
8. Returned-to-Origin (RTO)
If an order is returned to us because of reasons attributable to the customer, such as:
- Incorrect address
- Incorrect PIN code
- Repeated delivery failure
- Customer refusal
- Customer unavailability
- Failure to accept the shipment
additional shipping/RTO charges may apply.
For personalised products, an RTO does not automatically make the order eligible for a full refund because the product may have been specially produced for the customer.
Any refund, if applicable, will be handled according to our Return, Refund & Cancellation Policy and applicable law.
9. Damaged Package
If the package appears visibly damaged at the time of delivery, customers should, where possible and where the courier service permits, use the available inspection/open-parcel delivery facility before accepting the package.
Please record a continuous unboxing video beginning with the sealed package.
If you discover damage after opening the package, contact us within:
24–48 hours of delivery
Please provide:
- Order ID
- Photographs of the package
- Photographs of the product
- Continuous unboxing video, where available
- Description of the issue
This information helps us investigate the matter with the courier and determine the appropriate resolution.
10. Wrong or Missing Product
If you receive:
- A wrong product
- A missing product
- Incorrect personalisation caused by our error
- A product materially different from what was ordered
please contact us within 24–48 hours of delivery.
Please provide your Order ID along with photographs and an unboxing video where available.
We will investigate the issue and provide an appropriate resolution where the claim is verified.
11. Open Parcel / Inspection Delivery
Where the applicable courier service provides an open parcel/inspection delivery option, customers are encouraged to inspect the shipment before accepting it.
However, open/inspection delivery may not be available for every PIN code, courier or shipment.
Customers should not assume that every shipment will qualify for open delivery.
12. Partial COD
Where our configured payment/shipping service supports partial Cash on Delivery, an order may require:
30% payment upfront + 70% payable at delivery.
The exact calculation and availability of this option may depend on the payment/shipping service configured on our website.
The customer will be shown the applicable payment requirement during checkout before placing the order.
The remaining COD amount will be collected according to the applicable courier/payment service’s procedures.
13. Shipping Address
Customers are responsible for providing a complete and accurate delivery address.
Please carefully verify:
- Full name
- House/building number
- Street/locality
- City
- State
- PIN code
- Mobile number
We are not responsible for delays caused by incorrect or incomplete address information supplied by the customer.
If you need to change your shipping address, contact us as soon as possible. Address changes may not be possible after the order has been dispatched.
14. Delivery to Remote Areas
Some remote or difficult-to-service locations may have longer delivery times or limited courier availability.
If a delivery location cannot be serviced, we may contact the customer to discuss available alternatives.
15. Shipping During Festivals and Peak Seasons
During periods such as:
- Diwali
- Valentine’s Day
- Mother’s Day
- Father’s Day
- Raksha Bandhan
- Christmas
- New Year
- Wedding seasons
- Major sales
order volumes may increase significantly.
Delivery and production may therefore take longer than the standard estimated timeframe.
Customers who require gifts by a specific date should place orders sufficiently in advance.
16. Shipping Charges
Orders of ₹799 or above qualify for free standard shipping, subject to serviceability.
For orders below ₹799, applicable shipping charges will be displayed during checkout.
Shipping charges may change based on courier rates and operational conditions.
17. Contact Us
For shipping or delivery-related questions:
ASquare — The Tohfa House
Near Light House, Behind Sanjeevani Hospital
Post Office – Leheriasarai
846001, Bihar, India
Phone/WhatsApp: 7004536220
Email: support@thetohfahouse.in
Please provide your Order ID when contacting us.