Shipping policy

1. Order Processing Time

  • Orders are processed within 1–2 working days after payment confirmation.

  • Orders placed on weekends, national holidays, or after cut-off time will be processed on the next working day.

  • High-demand sale periods may require an additional 1–2 days for processing.

2. Shipping Partners

We ship products through trusted third-party courier partners such as:

  • Delhivery

  • Blue Dart

  • DTDC

  • XpressBees

  • India Post (in limited locations)

Once a shipment leaves our facility, it is fully handled by the courier company.

3. Estimated Delivery Time

Typical delivery timelines:

  • South India: 2–5 working days

  • Rest of India: 4–8 working days

  • Remote / Non-serviceable locations: 7–12 working days

Important: These are estimates only. Delivery may take longer due to factors beyond our control.

4. Our “Limited Liability” on Shipping

Once the product is handed over to the courier partner, Outworks Nutrition is not responsible for:

a) Shipping Delays

We are NOT responsible for delays caused by:

  • Courier operational issues

  • Weather conditions

  • Festivals, lockdowns, or strikes

  • Traffic restrictions

  • Incorrect or unreachable address

  • Courier hub backlog

Delays are common in the e-commerce industry and we cannot influence courier speed.

b) Courier Mismanagement or Ignorance

We are NOT responsible for:

  • Courier delivery boys refusing to deliver to the doorstep

  • Courier calling the customer and requesting pickup from their location

  • Courier contacting the customer late or not calling

  • Courier marking the shipment “undelivered” without attempting delivery

  • Courier misrouting packages

These issues must be resolved with the courier partner directly—however, we will assist by raising a support ticket on your behalf if required.

c) Damages, Dents, Scratches on Outer Packaging

We are NOT responsible for:

  • Minor dents

  • Slight scratches

  • Dust or marks

  • Minor deformations on outer boxes during transit

These do not affect product quality and occur commonly during courier handling.

Note:
Only if the product inside is damaged, the customer must provide a full unboxing video starting from sealed condition.

d) Lost or Returned Shipments (Customer Non-Availability)

We are NOT liable if:

  • Courier attempts delivery and the customer is unavailable

  • Courier marks the order “RTO” (Return To Origin)

  • Customer’s phone is switched off or unreachable

  • Incorrect/incomplete address is provided

Reshipping in such cases may require extra shipping charges.

5. Unboxing Video Requirement (Damage Claims)

To claim damage or missing items, customers MUST follow the mandatory unboxing video rule:

  • Record a continuous video showing

    • Complete parcel

    • All sides of packaging

    • Intact seals before opening

    • Opening of each layer

    • Product condition

  • No edited/paused videos are accepted.

Without this video, damage or missing-item claims cannot be processed.

6. Wrong Address / Address Change

If an incorrect address is entered:

  • We are not responsible for delays or non-delivery

  • We cannot change the address after dispatch

  • Customer must contact the courier directly for re-routing (if permitted by courier)

7. Shipping Charges

  • Standard shipping charges apply based on weight and pincode.

  • Free shipping may be offered during promotions.

  • COD (Cash on Delivery), if enabled, may include additional charges.

8. Order Tracking

Once shipped:

  • A tracking link is shared via SMS/Email/WhatsApp

  • Customers must track progress via the courier’s tracking page

  • Delays in tracking updates are normal during transit

9. RTO (Return to Origin) Handling

An order may return to us due to:

  • Customer not answering calls

  • Wrong address

  • Refusal to accept

  • Incomplete address

  • Courier failure after multiple attempts

In such cases:

  • Shipping fee + RTO fee will be deducted from refund

  • Reshipping requires new shipping charges

10. Missing, Tampered or Open Delivery

If the parcel is:

  • Open

  • Wet

  • Torn

  • Tampered

  • Repacked by courier
    You MUST:

  1. Refuse delivery immediately

  2. Take photos/video

  3. Inform us within 24 hours

If the parcel is accepted without checking, courier companies do not approve claims, and we cannot be held responsible.

11. International Shipping

(If not applicable, I can remove.)
We currently do not ship internationally unless explicitly mentioned.

12. Customer Responsibility

Customers are responsible for:

  • Providing correct address and contact details

  • Being available to receive delivery

  • Tracking the shipment regularly

  • Responding to courier calls

  • Following unboxing video protocol

  • Refusing tampered/damaged packages

13. Company Rights

Outworks Nutrition reserves the right to:

  • Change courier partners anytime

  • Charge extra for remote-location delivery

  • Cancel orders that cannot be serviced

  • Cancel orders with high delivery failure risk

  • Deny reshipping for repeated RTO customers

Refunds (if applicable) will be processed as per our Refund Policy.