1. Overview
At ProPlays Enterprise, we are committed to ensuring an exceptional customer experience by offering efficient, reliable, and transparent product delivery, shipping, and return pickup services. This policy outlines the processes and terms governing the delivery of products, shipping fees, timelines, and the procedure for return pickups to ensure customer satisfaction and a seamless shopping experience.
This policy applies to all orders placed through ProPlays Enterprise platforms, including our website, mobile app, or authorized sales representatives. By purchasing from ProPlays Enterprise, you agree to comply with the terms described herein.
2. Product Delivery Policy
2.1 Delivery Areas
ProPlays Enterprise delivers products to customers across domestic and international locations. Delivery coverage may vary based on:
- Availability of logistics services in the region.
- Legal or regulatory restrictions on certain product categories in specific areas.
2.2 Delivery Timelines
- Domestic Deliveries: Orders within the same country are typically delivered within 3-7 business days, depending on the customer’s location and product availability.
- International Deliveries: For cross-border orders, delivery timelines range from 7-21 business days, subject to customs clearance and international shipping processes.
- Expedited Delivery: Customers may opt for expedited delivery (where available) for faster fulfillment. Additional charges apply.
Delivery timelines commence once the order is confirmed and payment has been processed. Estimated delivery dates are provided during the checkout process and via confirmation emails.
2.3 Delivery Charges
- Standard Delivery: Charges are determined based on the size, weight, and delivery destination of the product.
- Free Shipping: Orders that meet specific criteria (e.g., minimum purchase value or promotional offers) may qualify for free shipping.
- Expedited Delivery: Premium fees apply for faster delivery options.
- Customers will be informed of the delivery charges before completing their purchase.
2.4 Delivery Process
- Customers will receive an order confirmation email/SMS containing the order details and tracking information.
- Once the order is dispatched, customers will receive an order tracking link.
- Our logistics partners will attempt up to 3 delivery attempts before the order is marked as undeliverable. In such cases, our team will contact the customer for further instructions.
2.5 Proof of Delivery
To confirm delivery, the courier may:
- Require a signature from the recipient.
- Capture photographic proof of delivery (contactless delivery).
- Provide real-time delivery status updates through email/SMS.
3. Shipping Policy
3.1 Shipping Partners
ProPlays Enterprise partners with trusted third-party logistics providers to ensure secure and timely deliveries. These include local, national, and international carriers depending on the destination.
3.2 Shipping Restrictions
- Certain products, such as hazardous materials, oversized items, or restricted goods, may have shipping limitations.
- Orders cannot be shipped to P.O. boxes, APO/FPO addresses, or restricted areas unless otherwise stated.
3.3 Order Tracking
- All shipped orders come with a tracking number that allows customers to monitor their shipment in real-time.
- Customers can track their order through the link provided in their confirmation email or by logging into their ProPlays Enterprise account.
3.4 Handling and Packaging
- Products are carefully packed to ensure protection during transit.
- Fragile items are securely cushioned to prevent damage.
- Environmentally friendly and recyclable packaging materials are used wherever possible.
4. Return Pickup Policy
4.1 Return Eligibility
To qualify for a return pickup:
- The product must be returned in its original condition, including packaging, accessories, manuals, and any freebies provided.
- Returns must be requested within 7-30 days of product delivery, depending on the product category.
- Products that are damaged, altered, or used may not qualify for returns unless they arrived defective.
- Certain products, such as hygiene-sensitive items or customized goods, are non-returnable unless defective.
4.2 Return Request Process
Customers can initiate a return pickup by:
- Logging into their ProPlays Enterprise account.
- Navigating to the “Orders” section and selecting the item to return.
- Providing the reason for the return and uploading any necessary supporting images (for defective/damaged products).
- Scheduling a convenient pickup time.
Alternatively, customers can contact ProPlays Enterprise Customer Support to request a return pickup.
4.3 Return Pickup Timelines
- Domestic Returns: Return pickups are scheduled within 3-5 business days from the date of the return request.
- International Returns: Return pickups may take up to 10-14 business days, depending on the location.
- Customers will receive notifications (email/SMS) confirming the return pickup date and time.
4.4 Return Shipping Charges
- If the return is due to a defect, damage, or incorrect product delivered, ProPlays Enterprise will cover the return shipping costs.
- For voluntary returns (e.g., change of mind), customers may be responsible for return shipping charges, which will be communicated during the return initiation process.
4.5 Condition of the Product for Return Pickup
- The product must be securely packed in its original packaging to avoid further damage during transit.
- A return label (provided by ProPlays Enterprise) must be attached to the package.
- Failure to comply with packaging guidelines may result in rejection of the return pickup.
4.6 Refunds and Replacement
- Once the returned product is received and inspected, refunds or replacements will be initiated.
- Refunds will be processed to the original payment method within 7-10 business days.
- Replacements will be dispatched within 3-5 business days of return verification.
5. Failed Delivery and Return Pickup Attempts
5.1 Failed Delivery Attempts
If the courier is unable to deliver the order after multiple attempts:
- The product will be returned to ProPlays Enterprise.
- A refund or re-delivery will be initiated based on customer preference.
- Additional shipping charges may apply for re-delivery.
5.2 Failed Return Pickup Attempts
If the pickup courier cannot collect the return package:
- The pickup will be rescheduled for a later date.
- Customers must ensure the product is ready for pickup to avoid further delays.
6. Customer Responsibilities
- Customers must provide accurate delivery details, including name, address, and contact information, during checkout.
- Customers must ensure someone is available to receive the delivery or hand over the product for return pickup during the scheduled window.
- For return pickups, customers must securely pack the product to prevent damage during transit.
7. Contact Information
For any queries related to product delivery, shipping, or return pickups, customers can contact ProPlays Enterprise Customer Support:
- Email: info@proplays.in
- Phone: +91 99811 39417
8. Policy Updates
ProPlays Enterprise reserves the right to update this policy at any time to reflect changes in our processes, logistics partnerships, or legal requirements. Customers will be notified of significant updates via email or platform announcements.
By continuing to purchase from ProPlays Enterprise, you agree to the latest version of this policy.
Thank you for choosing ProPlays Enterprise. Your satisfaction is our priority!