Shipping Policy

1. Fulfillment Process

At Merch Factory, we operate on a Print-on-Demand (POD) model. This means your products are manufactured only after an order is placed.

Our standard Processing & Dispatch time is 2-4 business days. During peak seasons or for complex products, this may extend slightly. You will receive an automated notification (SMS/WhatsApp) as soon as your order leaves our fulfillment center.

2. Shipping Modes & Verification

We offer two primary shipping modes through our dashboard:

a) Prepaid Orders

Prepaid orders are prioritized in our production queue. These bypass manual verification and move directly to the printing stage.

b) Cash on Delivery (COD) Orders

COD orders may be subject to a telephonic or SMS verification process to ensure the validity of the destination address. We reserve the right to cancel COD orders that remain unverified for more than 48 hours.

3. Estimated Delivery Time (EDT)

The Estimated Delivery Time is provided by our logistics partners (e.g., Shiprocket) and represents the time it takes for the courier to transport the order after dispatch.

• Metro Cities: 3-5 business days after dispatch.

• Rest of India: 5-8 business days after dispatch.

• Remote Areas: 8-12 business days after dispatch.

4. Logistic Partners

We partner with leading national and international logistics providers. Our primary partners include:

Merchants can select their preferred courier partner from our dashboard. Note that serviceability is determined by the courier company.

Alternate Couriers: If a selected courier is not serviceable during the booking process, an alternative with similar rates will be chosen automatically. (e.g., Bluedart Air may be replaced by Delhivery Air; Amazon Shipping may be replaced by Shadowfax).

We suggest choosing reputable courier partners to ensure the best experience for your customers; as a POD company, we provide all options to cater to different brand strategies.

5. Tracking Your Order

Transparency is at our core. Every order is assigned a unique Air Waybill (AWB) Number.

• Real-time tracking links are sent to the customer via SMS upon dispatch.

• Merchants can monitor movement history within the dashboard.

• Integrated stores (Shopify/Wix) are updated automatically with AWB details.

6. Cancellations & Order Modifications

We understand that plans can change. However, due to the automated and custom nature of our fulfillment process, the following rules apply:

• Cancellations: Orders can be cancelled from your dashboard before the status changes to Processing. Once in processing, printing has started, and cancellation is not possible.

• Address Changes: Address or phone number modifications are only possible before dispatch. Once an order is Shipped, courier partners do not permit any changes to delivery details.

7. RTO & Returns

Ensuring address accuracy is the primary responsibility of the merchant. Goods are dispatched at the Buyer's Risk.

1. RTO (Return to Origin)

If a customer rejects the courier or the delivery fails, the parcel returns to our facility and is automatically added back to your dashboard inventory.

• You can reship the product within 30 days by paying the shipping charges again.

• RTO Fee: We charge an RTO fee equivalent to the forward shipping charge of your chosen courier. This is because courier companies charge us for the return logistics.

2. Customer Returns (Reverse Orders)

If you wish to accept a return for any other reason, you can place a "Reverse Order" from your dashboard.

• After paying the shipping charges, the courier picks up the parcel from your customer and sends it to our facility.

• Returned products are added to your dashboard under returned products, where they can be reshipped for 30 days.

8. Branding & Communications

We prioritize your brand identity in all customer-facing communications.

• SMS Branding: Shipping updates via SMS are sent under the Brand Name you have entered in your settings.

• Courier Name: If no brand name is provided, we use "Brand" as a fallback. (e.g., "Your order from Brand is Shipped").

You can update your brand name anytime in the Settings section of your dashboard when logged in.

9. International Shipping

Direct international fulfillment is currently not available through our automated partner network.

• Self-Shipping: Use our Self-Shipping mode in the dashboard for international orders. Pickup address and details are provided in the dashboard when you choose this option during the order-placement process.

• Arranging Pickup: You must coordinate with international couriers (DHL/FedEx) to pick up from our Indore hub.

• Invoices: We provide commercial invoices for your customs documentation.

11. Changes to This Policy

We reserve the right to update or modify this Shipping Policy at any time. Changes will be effective upon posting on our website. Your continued use of the Services after any modifications constitutes acceptance of the revised Policy. We recommend reviewing this page periodically.

12. Termination

Either party may terminate this agreement at any time. Merch Factory reserves the right to suspend or terminate your access to the platform if you violate these Shipping Terms. Upon termination, you must cease all use of our fulfillment services immediately. Provisions that by their nature should survive termination shall remain in effect.

13. Entire Agreement

This Shipping Policy, together with our Terms of Service and Privacy Policy, constitute the entire agreement between you and Merch Factory regarding fulfillment and shipping, and supersede all prior agreements, communications, and understandings.

14. Contact Information

For questions regarding a specific shipment or status update, please reach out to our support team: