Shipping Guide - Wildgraphy
1. Introduction and Scope
This Shipping Guide ("Policy") is issued by Wildgraphy Adventures Private Limited ("Company," "Wildgraphy," "we," "us," or "our") and governs the packaging, dispatch, transit, and delivery of orders placed through www.wildgraphy.com and www.wildgraphy.in (the "Platform").
This Policy shall be read together with the Company's Terms of Use, Order Cancellation & Return Policy, Return & Exchange Policy, and Open Box Delivery Policy, each available on the Platform. Where a matter concerning point-of-delivery inspection arises, the Open Box Delivery Policy shall govern; where a matter concerning post-delivery damage reporting, cancellation, or refund arises, the Order Cancellation & Return Policy and Return & Exchange Policy shall govern. This Policy governs solely the shipment and delivery process up to the point of delivery.
This Policy is framed with reference to the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Legal Metrology (Packaged Commodities) Rules, 2011 (to the extent applicable), and applicable customs and foreign trade regulations governing cross-border shipment of goods from India. No provision of this Policy shall be construed to exclude, limit, or waive any statutory right available to a Consumer under applicable law that cannot lawfully be excluded or limited by agreement.
2. Rationale for This Policy
The Company's products consist substantially of fragile, high-value fine art — glazed and framed prints, archival paper mounted to wood, and, for certain formats, packages exceeding standard courier dimensional limits. Shipment of such goods carries materially greater risk of transit damage than ordinary retail goods, and often requires specialized packaging, handling instructions, and, in the case of international shipment, compliance with customs valuation and export documentation specific to artwork.
This Policy is drafted to set clear, realistic expectations regarding shipping timelines, packaging standards, carrier selection, and the allocation of risk and responsibility between the Company, its logistics partners, and the Customer at each stage of the shipment process — thereby reducing the scope for disputes arising from ambiguity as to which party bears responsibility for a given event (for example, a customs delay, a courier mishandling incident, or an inaccurate address supplied by the Customer).
3. Definitions
- "Order Confirmation" means the point at which the Company confirms acceptance of a Customer's order, following successful payment authorization.
- "Processing Period" means the period between Order Confirmation and Dispatch, during which the product is printed, framed, quality-checked, and packaged.
- "Dispatch" means the point at which an order is handed over to the Company's authorized logistics partner and assigned a shipment tracking identifier.
- "Estimated Delivery Date" means the non-binding estimate of delivery timing communicated to the Customer at checkout or via shipment notification, calculated on the basis of the logistics partner's ordinary service standards.
- "Logistics Partner" means any third-party courier, freight forwarder, or postal service engaged by the Company to effect delivery of an order.
- "Force Majeure Event" has the meaning given in Clause 13.
- "Destination Country" means the country to which an order is shipped, where different from India.
4. Order Processing
4.1 Processing Period
Standard Products are ordinarily processed and dispatched within 2–4 Business Days of Order Confirmation. Customized Products and Original/One-of-a-Kind Editions may require an extended Processing Period of 5–10 Business Days, owing to the bespoke printing, framing, and quality-control steps involved. The applicable Processing Period for a specific product will be indicated on the product page or at checkout; where no specific timeline is indicated, the timelines in this Clause 4.1 shall apply by default.
4.2 Order Confirmation Is Not a Guarantee of Stock
Order Confirmation and payment acceptance do not constitute a representation that a specific Original/One-of-a-Kind Edition remains available, as such availability is confirmed during the Processing Period. Where an ordered item is found to be unavailable during processing, the Company shall notify the Customer promptly and proceed in accordance with Clause 5 of the Order Cancellation & Return Policy (Cancellation by the Company).
4.3 Quality Control
Every product undergoes internal quality inspection prior to packaging and Dispatch. This inspection is conducted for the Company's internal quality assurance purposes and does not constitute, and shall not be relied upon as, a guarantee against all possible transit damage occurring after Dispatch.
5. Domestic Shipping (Within India)
5.1 Logistics Partners
The Company ships domestic orders through one or more of the following Logistics Partners, selected based on product size, fragility, and delivery destination: Shiprocket, Delhivery, and BlueDart, or such other partner as the Company may engage from time to time.
5.2 Estimated Delivery Timelines
| Destination | Estimated Delivery Timeline (from Dispatch) |
|---|---|
| Metro cities (Tier 1) | 3–5 Business Days |
| Tier 2/3 cities and towns | 5–8 Business Days |
| Remote or difficult-to-access locations | 8–12 Business Days, subject to Logistics Partner serviceability |
| Large-format/oversized products (e.g., 4A0 format) | 7–14 Business Days, owing to specialized freight handling |
These timelines are estimates only and do not constitute a binding delivery commitment. Actual delivery may vary due to factors including but not limited to regional logistics congestion, weather conditions, local restrictions, or incomplete/incorrect address information supplied by the Customer.
5.3 Shipping Charges
Shipping charges, where applicable, are calculated based on product size, weight, fragility-related packaging requirements, and delivery destination, and are displayed at checkout prior to payment. The Company reserves the right to offer complimentary shipping promotions from time to time, the terms of which shall be as stated at the time of the applicable promotion.
5.4 Serviceability
Delivery is subject to the Logistics Partner's serviceability of the Customer's pin code. Where a destination is found to be unserviceable after Order Confirmation, the Company shall notify the Customer and offer either (a) cancellation with full refund, or (b) delivery to an alternate serviceable address nominated by the Customer.
6. International Shipping
6.1 Availability
The Company ships to destinations outside India, subject to the product, destination country, and applicable export/import regulations. Availability of international shipping for a specific order will be confirmed at checkout.
6.2 Estimated Delivery Timelines
| Region | Estimated Delivery Timeline (from Dispatch) |
|---|---|
| North America, Europe, United Kingdom | 10–18 Business Days |
| Middle East, Southeast Asia | 8–15 Business Days |
| Rest of world | 12–21 Business Days, subject to customs and carrier availability |
These timelines exclude any additional delay attributable to customs clearance procedures in the Destination Country, over which the Company exercises no control and for which the Company bears no liability, as further set out in Clause 6.5.
6.3 Customs Duties, Import Taxes, and Applicable Charges
All customs duties, import taxes, value-added tax, brokerage fees, or other charges levied by the Destination Country's customs or tax authority are the sole responsibility of the Customer and are not included in the product price or shipping charge collected by the Company at checkout, unless the product listing or checkout page expressly states that such charges are included ("Delivered Duty Paid"). The Company shall declare the accurate transaction value of the shipment on all customs documentation and shall not, under any circumstance, under-declare value or mischaracterize the contents of a shipment to reduce a Customer's customs liability, irrespective of any request by the Customer to do so.
6.4 Export Documentation
Certain international shipments, particularly high-value original artwork, may require export documentation in accordance with Indian foreign trade regulations, including but not limited to accurate customs declarations and, where applicable, compliance with the purpose code and documentation requirements applicable to art exports. The Customer shall provide any information reasonably requested by the Company to complete such documentation (including, where required, an accurate description of the intended use of the product) in a timely manner; failure to do so may delay Dispatch or Delivery, and the Company shall bear no liability for delay arising from the Customer's failure to provide such information.
6.5 Customs Delays and Seizure
The Company shall not be liable for delay, seizure, confiscation, or destruction of a shipment by the customs authority of the Destination Country, including where such action arises from the Destination Country's import restrictions on wildlife imagery, framed goods, or wood products (which may, in certain jurisdictions, be subject to additional scrutiny, including under the Convention on International Trade in Endangered Species of Wild Fauna and Flora ("CITES") or equivalent domestic legislation of the Destination Country, notwithstanding that the Company's products depict, but do not consist of, protected species or their parts). The Customer is solely responsible for ascertaining, prior to placing an order, whether the Destination Country imposes any restriction on the import of framed photographic artwork or wood-framed goods. Where a shipment is seized, returned, or destroyed by customs authorities for reasons beyond the Company's control, the Company shall, at its discretion, offer a partial refund reflecting the value of the product net of shipping and any costs already incurred, but shall not be obligated to bear the full loss arising from such governmental action.
6.6 Currency and Payment
International orders may be processed in a display currency for the Customer's convenience; however, the Customer acknowledges that settlement may occur in Indian Rupees, and that currency conversion rates applied by the Customer's payment provider or card issuer are outside the Company's control.
7. Packaging Standards
7.1 General Standard
All products are packaged using materials and methods appropriate to the fragility, weight, and dimensions of the specific product, including protective corner guards, rigid outer cartons, moisture-resistant wrapping, and, for glazed products, additional cushioning around the glazing.
7.2 Large-Format Products
Products exceeding standard courier dimensional limits (including 4A0 and other oversized formats) are packaged using specialized freight-appropriate materials and may be shipped via a dedicated freight service rather than standard parcel courier, which may affect both delivery timelines (Clause 5.2) and the manner of delivery (including potential requirement for a signature from an adult recipient or assistance in offloading).
7.3 Tamper-Evident Packaging
Where applicable, packages are sealed with Tamper-Evident Seals as defined in the Company's Open Box Delivery Policy, to support the point-of-delivery inspection process described therein.
7.4 Limitation
While the Company applies commercially reasonable packaging standards calibrated to prevent damage under ordinary transit conditions, the Company does not warrant that packaging will prevent damage arising from extraordinary mishandling, extreme environmental conditions, or events beyond the reasonable contemplation of standard freight practice. Claims arising from transit damage remain governed by the Open Box Delivery Policy and the Order Cancellation & Return Policy, as applicable.
8. Tracking and Communication
8.1 Tracking Information
The Customer shall receive a shipment tracking identifier and a link to the relevant Logistics Partner's tracking portal upon Dispatch, via email and/or SMS/WhatsApp notification, as per the Customer's communication preferences on file.
8.2 Accuracy of Tracking Data
Tracking status is updated by the Logistics Partner and is subject to that partner's own systems and update frequency; the Company does not independently verify or guarantee the real-time accuracy of tracking data displayed by a third-party Logistics Partner.
8.3 Delivery Attempts
The Logistics Partner shall make a reasonable number of delivery attempts (ordinarily up to three) at the address supplied by the Customer. Where delivery cannot be completed after such attempts due to the unavailability of the Customer or the Authorized Recipient, the shipment may be held at a local facility for collection or returned to the Company, in which case the Company shall contact the Customer to arrange re-delivery (which may incur an additional shipping charge) or process a return in accordance with Clause 9.
9. Undeliverable and Returned-to-Origin Shipments
9.1 Causes
A shipment may become undeliverable and be returned to the Company's origin facility ("RTO") due to, among other causes: an incomplete or incorrect address supplied by the Customer, repeated unavailability of the Customer or Authorized Recipient, refusal of delivery without a Verified Defect (as defined in the Order Cancellation & Return Policy), or failure to clear customs within the Logistics Partner's or customs authority's applicable holding period.
9.2 Customer-Attributable RTO
Where a shipment is returned to origin due to a cause attributable to the Customer under Clause 9.1 (other than a Verified Defect or a Company error), the Company shall:
(a) notify the Customer upon receipt of the returned shipment;
(b) offer re-dispatch to a corrected address, subject to payment of applicable re-shipping charges; or
(c) process a refund of the product value, less the original outbound shipping charge and any RTO handling charge reasonably incurred, where re-dispatch is not requested within a reasonable period following notification.
9.3 Company-Attributable RTO
Where a shipment is returned to origin due to an error attributable to the Company or its Logistics Partner (including misrouting or an address error caused by the Company's own systems), the Company shall re-dispatch the order at no additional charge, or issue a full refund at the Customer's election.
10. Risk of Loss and Title
10.1 Passage of Risk
Risk of loss or damage to a product shall pass to the Customer upon delivery to the Customer or the Authorized Recipient at the delivery address, subject always to the Customer's rights under the Open Box Delivery Policy (where applicable) and the Order Cancellation & Return Policy in respect of a Verified Defect existing prior to such delivery.
10.2 Title
Title to the product shall pass to the Customer upon receipt by the Company of payment in full for the order, notwithstanding that risk passes at a later point under Clause 10.1.
11. Delivery Address Accuracy
11.1 Customer Responsibility
The Customer is solely responsible for the accuracy and completeness of the delivery address, recipient name, and contact information provided at checkout. The Company and its Logistics Partners rely on this information without independent verification.
11.2 Address Changes After Dispatch
An address change requested after Dispatch may not be possible, depending on the Logistics Partner's operational capability at that stage, and, where possible, may incur additional charges. The Company shall use reasonable endeavors to accommodate such a request but does not guarantee its feasibility.
11.3 Liability for Address Errors
The Company shall not be liable for non-delivery, delayed delivery, or delivery to an incorrect recipient arising from inaccurate or incomplete address information supplied by the Customer.
12. Delivery Delays
12.1 Non-Binding Estimates
All delivery timelines stated in this Policy, at checkout, or in shipment notifications are estimates based on ordinary Logistics Partner performance and do not constitute a binding contractual delivery date, except where the Company has expressly agreed to a specific guaranteed delivery date in writing for a particular order.
12.2 Communication of Material Delay
Where the Company becomes aware of a delay likely to materially exceed the Estimated Delivery Date, it shall notify the Customer of the revised expected timeline within a reasonable period of becoming so aware.
12.3 Customer Remedy for Extended Delay
Where delivery has not occurred within thirty (30) calendar days of Dispatch, and such delay is not attributable to a cause under Clause 9.1, 11.3, or Force Majeure (Clause 13), the Customer may elect to cancel the order for a full refund, without prejudice to any other remedy available under applicable law.
13. Force Majeure
The Company and its Logistics Partners shall not be liable for any delay or failure in shipment or delivery arising from causes beyond their reasonable control, including but not limited to natural disaster, pandemic or public health restriction, governmental action or regulation, customs authority action, port or airport disruption, strike or industrial action, or armed conflict (each, a "Force Majeure Event"), provided that the Company shall use reasonable endeavors to communicate the impact of such event to affected Customers and to resume performance as soon as reasonably practicable following cessation of the Force Majeure Event.
14. Limitation of Liability
14.1 To the maximum extent permitted under applicable law, the Company's aggregate liability arising out of or in connection with the shipment or delivery of any single order — whether in contract, tort, or otherwise — shall not exceed the total amount paid by the Customer for that order, inclusive of shipping charges paid.
14.2 The Company shall not be liable for indirect, incidental, or consequential loss arising from a shipping delay, RTO event, or customs action, including loss of enjoyment or intended use of the product by a specific date (such as a gift occasion), unless the Company has expressly agreed in writing to a guaranteed delivery date for that specific purpose.
14.3 Nothing in this Clause 14 shall operate to exclude or restrict any liability that cannot lawfully be excluded under the Consumer Protection Act, 2019 or other mandatory applicable law.
15. Grievance Redressal
Grievances concerning shipping, delivery delay, or an undeliverable shipment may be directed to the Company's Grievance Officer, appointed in accordance with the Consumer Protection (E-Commerce) Rules, 2020:
Grievance Officer: Vidya Ratan Jyoti
Email: support@wildgraphy.com
Phone: 8855830400
Address: B2/1203, Siyona Pethkar, Near Bharat Petrol Pump, Punawale, Pune – 411033, Maharashtra, India
The Grievance Officer shall acknowledge a grievance within forty-eight (48) hours and shall endeavor to resolve it within one (1) month of receipt, without prejudice to the Customer's right to approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
16. Amendment and Severability
16.1 The Company reserves the right to amend this Policy at any time by posting a revised version on the Platform, together with an updated "Last Reviewed" date. Amendments shall take prospective effect and shall not apply to orders dispatched prior to the date of posting.
16.2 If any provision of this Policy is held invalid, illegal, or unenforceable by a court or authority of competent jurisdiction, such provision shall be severed, and the remaining provisions shall continue in full force and effect.
17. Governing Law and Jurisdiction
17.1 This Policy shall be governed by the laws of India.
17.2 Subject to Clause 17.3, disputes arising under this Policy shall be subject to the exclusive jurisdiction of the competent courts at Pune, Maharashtra.
17.3 Nothing in Clause 17.2 shall restrict a Consumer's statutory right under Section 34(2) of the Consumer Protection Act, 2019 to institute proceedings before a Consumer Disputes Redressal Commission having jurisdiction over the Consumer's place of residence or business.
18. Contact
Shipping Queries: support@wildgraphy.com
General Support: support@wildgraphy.com
Phone: 8855830400
Registered Office: Wildgraphy Adventures Private Limited, B2/1203, Siyona Pethkar, Near Bharat Petrol Pump, Punawale, Pune – 411033, Maharashtra, India
This Policy should be read together with the Company's Terms of Use, Privacy Policy, Order Cancellation & Return Policy, Return & Exchange Policy, and Open Box Delivery Policy, each available on the Platform.