Shipping Policy

SHIPPING & FULFILLMENT POLICY

Effective Date: August 28, 2026

Platform: bearhugs.in

Governing Entity: Bear Hugs®️ ("Company," "We," "Us," or "Our")

This Shipping & Fulfillment Policy ("Policy") establishes the comprehensive, legally binding terms and operational conditions governing the processing, dispatch, customs clearance, transit, and delivery of merchandise ordered through the Company platform. By placing an order on bearhugs.in, the customer ("Customer," "You," or "Your") explicitly acknowledges, understands, and agrees to be bound by the fulfillment timelines, fee structures, tracking restrictions, and liability allocations set forth herein.

1. ORDER PROCESSING, INTAKE & SCHEDULING

1.1. Standard Processing Window: Domestic orders are ingested into Our electronic fulfillment queue within eighteen (18) hours of successful placement. Standard dispatch from the origin fulfillment hub occurs within two (2) to four (4) business days following confirmation, subject to inventory availability and operational validation.

1.2. Operational Extensions & Seasonal Closures: Processing durations may be extended during promotional events, annual warehouse audits, inventory counts, or statutory holidays.

1.3. International Warehouse Closures: Facilities operating in foreign jurisdictions (including, without limitation, Hong Kong and the United Kingdom) observe regional regulatory closures (such as Chinese New Year, Golden Week, and statutory Labour Holidays). International facility closures for Chinese New Year may span fifteen (15) to twenty (20) working days, during which cross-border dispatch is completely paused. Orders logged during these periods will enter the queue upon the statutory resumption of overseas logistics operations.

2. SHIPPING TIERS, LOGISTICS NETWORKS & ESTIMATED TRANSIT TIMELINES

Shipping Option / Fulfillment Origin Applicable Vendor Designation Estimated Transit Window Additional Operational Terms
Standard Domestic Delivery (India) Vendor: Bear Hugs 6 to 8 business days post-dispatch (10-12 days for CoD orders or large and bulky products) Free on orders over ₹499. Orders below ₹499 incur a flat fee of ₹149.
Priority Domestic Express (India) Vendor: Bear Hugs 2 to 3 business days post-dispatch Incurs a flat fee of ₹399 (reduces order processing time).
On-Demand Direct / Overseas Warehouses (ODD) Vendor: Bear Hugs HK, Bear Hugs US, or Bear Hugs UK 16 to 18 working days post-dispatch (30 to 40 days for bulky/oversized goods >60 cm; 40 to 50 days for custom, personalized, or high-value items) Subject to consolidated batch shipping and regulatory customs clearance protocols.
International Cross-Border Delivery (Non-Indian Jurisdictions) Global Destinations (US, Canada, UK, EU, UAE) 12 to 15 business days post-dispatch (up to 20 business days for oversized or specialty freight) Calculated dynamically at checkout; strictly ineligible for Priority Express.
Note: Stated transit timelines are reasonable operational estimates and do not constitute absolute delivery guarantees. The Company accepts no liability for third-party courier delays, transportation strikes, extreme weather disruptions, regional infrastructure failures, or government-mandated customs holds.

3. CONSOLIDATED BATCH FREIGHT & OVERSEAS TRACKING PROTOCOLS

3.1. Third-Party Batch Logistics: To ensure accessible retail pricing and streamlined cross-border transit, international facilities operate on an automated, bulk-batch export framework (groupings of 50 to 100 consignments per consolidated master manifest) managed entirely by independent logistics providers.

3.2. Absence of Overseas Last-Mile Tracking: Master cargo consignments are managed at an aggregate level during origin dispatch, international air freight, and preliminary customs processing. Individual domestic last-mile tracking numbers are neither generated nor available while consignments are in international transit or clearing customs.

3.3. Delhi Distribution Hub Milestone: Upon master consignment clearance through Indian customs, aggregate cargo is transferred to Our central logistics hub in Delhi for breakdown, physical sorting, and assignment to domestic carrier networks. Individual domestic tracking URLs are transmitted via registered SMS, WhatsApp, or Email only after the item is scanned and handed to the local carrier.

3.4. Inquiry Limitation: Customers with international consignments are required to allow the full standard transit window (16 to 18 working days) to elapse before lodging formal tracking status tickets.

4. CASH ON DELIVERY (COD), PAY ON DELIVERY (POD) & PARTIAL PREPAYMENT MANDATES

4.1. Territorial & Vendor Eligibility: Cash on Delivery (COD) and Pay on Delivery (POD) services are restricted solely to eligible domestic products fulfilled from Our Indian warehouse (Vendor: Bear Hugs) delivering within Indian postal codes for cart values exceeding ₹499. COD/POD is strictly unavailable for international warehouse products (Bear Hugs HK, Bear Hugs US, Bear Hugs UK) or deliveries outside Indian sovereign territory.

4.2. Tiered Cash Handling Fees: Non-refundable third-party carrier cash-handling convenience fees are assessed as follows:

  • Domestic Orders between ₹499 and ₹2,999: Flat fee of ₹199.

  • Domestic Orders ₹3,000 and above: Flat fee of ₹399.

4.3. Mandatory Telephonic Order Verification: Dispatch of COD consignments is contingent upon verbal telephonic or electronic confirmation from the Customer. Failure to answer verification calls or confirm dispatch details within forty-eight (48) hours will result in automatic order cancellation.

4.4. Product Exclusions from COD: Cash collection at doorstep is strictly prohibited for bulky/oversized inventory, electrical/battery-powered products, fragile glassware, and limited-edition pop-culture collectibles.

4.5. Mandatory Partial Prepayment Policy: For high-risk, fragile (e.g., glassware, tumblers, delicate home decor), pressurized/gas-based, or high-value classifications, an advance non-refundable deposit must be remitted at checkout or via an authorized electronic payment link prior to warehouse picking. The residual balance will be collected upon final doorstep handover.

5. RECIPIENT RESPONSIBILITY, ADDRESS INTEGRITY & FAILED DELIVERIES

5.1. Address Accuracy: The Customer maintains sole legal responsibility for providing a complete, verifiable physical delivery address (including structural landmarks, accurate postal codes, and functional contact telephone numbers).

5.2. Address Alterations: Once an order is processed by the warehouse management system, destination addresses cannot be modified or rerouted.

5.3. Failed Delivery & Return to Origin (RTO) Surcharges: If a parcel is returned to Our distribution facility due to address inaccuracies, recipient unavailability, refusal to accept delivery, or failure to schedule redelivery with the carrier, the Customer shall bear:

  • A secondary delivery and handling fee for re-dispatch; and

  • A standard logistics failure surcharge covering return-to-origin freight costs.

5.4. Disputed Delivery Proof Claims: In the event of a suspected erroneous delivery confirmation or carrier misplacement, the Customer must notify Company support at care@bearhugs.in within twenty-four (24) hours of the carrier's automated "Delivered" notification to enable real-time geo-tracking investigations with carrier management.

6. CUSTOMS CLEARANCE, REGULATORY TAXATION & STATUTORY KYC COMPLIANCE

6.1. Customer Tax Responsibility: Cross-border consignments may be subject to regional customs assessments, statutory value-added taxes (VAT), import surcharges, or local administrative levies. Such charges are legally enforceable liabilities of the named consignee.

6.2. Secondary Duty Assessments: In the rare event that international customs authorities assess supplemental cross-border tariffs beyond standard import clearance thresholds, such fees must be settled by the Customer prior to release from the domestic distribution hub.

6.3. Mandatory KYC Submission: In strict compliance with regulatory import requirements, licensed logistics partners require verified recipient Know Your Customer (KYC) documentation (such as government-issued identification and address proof) to clear sovereign customs boundaries.

6.4. Privacy Safeguard for Regulatory Documents: Consignee KYC documentation is transmitted via secure pipelines directly to licensed logistics partners strictly for customs clearance verification.

6.5. Non-Compliance Forfeiture: If a Customer fails or refuses to submit compliant KYC verification within carrier-mandated deadlines, resulting in package abandonment, border seizure, or carrier destruction, the Company shall have zero liability, and the purchase shall remain completely non-refundable.

7. CANCELLATION RESTRICTIONS & ORDER MODIFICATIONS

7.1. Domestic Cancellation Window: Domestic orders (Vendor: Bear Hugs) may be cancelled solely within eighteen (18) hours of placement by submitting a formal cancellation request to care@bearhugs.in, provided warehouse processing has not commenced.

7.2. International Automation Non-Cancellability: International warehouse purchases (Bear Hugs HK, Bear Hugs US, Bear Hugs UK) enter fully automated digital logistics queues immediately upon order placement and are strictly non-cancellable, non-modifiable, and non-refundable post-checkout.

8. CUSTOMER SERVICE CONTACT & ESCALATIONS

For fulfillment inquiries, tracking support within eligible timeframes, or delivery escalations, please contact Our customer support operations:

  • Official Email: care@bearhugs.in

  • Support Helpline: +91 8009656888

  • Corporate Website: https://bearhugs.in