Shipping Policy
Last Updated: 06 August 2026
Florvanta Commerce Pvt Ltd (“Florvanta“, “we“, “our“, or “us“) operates an online multi-vendor marketplace that connects Buyers with independent Vendors across India. This Shipping Policy explains how orders placed through the Florvanta Platform are processed, shipped, tracked, and delivered.
Delivery timelines may vary depending on the product category, Vendor location, destination pincode, courier availability, weather conditions, and other operational factors. By placing an order on the Platform, you agree to this Shipping Policy in addition to our Terms & Conditions and Return & Refund Policy.
1. Overview
Florvanta is a technology-enabled marketplace and, unless expressly stated otherwise, does not manufacture, own, stock, or directly sell the products listed on the Platform.
Orders are fulfilled by the respective Vendor using either:
- Florvanta’s integrated logistics network; or
- the Vendor’s own approved logistics partner.
Florvanta facilitates order management, shipment coordination, tracking updates, and customer communication. However, the Vendor remains solely responsible for the timely dispatch and fulfilment of orders in accordance with the applicable Service Level Agreement (SLA).
2. Shipping Coverage & Serviceability
Florvanta currently delivers across India to serviceable pincodes through its logistics network.
Delivery availability depends on:
- destination pincode;
- Vendor location;
- logistics partner coverage;
- product category; and
- applicable legal or transportation restrictions.
Certain remote, high-altitude, island, defence, or government-restricted locations may not be serviceable. Wherever possible, serviceability is verified during checkout and Buyers will be notified before completing the purchase.
Product-wise Availability
Clothing & Fashion
- Available across all serviceable pincodes in India.
Electronics
- Available across all serviceable pincodes, subject to courier restrictions applicable to batteries, hazardous materials, or oversized products.
Groceries
- Perishable grocery items are available only in selected serviceable locations where a local Vendor can fulfil the order within the required delivery window.
- Packaged grocery products may be available across a wider delivery network depending on Vendor coverage.
3. Estimated Delivery Timelines
The following timelines are indicative business days calculated from successful order confirmation.
| Product Category | Metro (Tier-1) | Tier-2 / Tier-3 | Remote & North-East |
|---|---|---|---|
| Clothing | 3–5 Business Days | 5–8 Business Days | 7–12 Business Days |
| Electronics | 3–6 Business Days | 5–9 Business Days | 7–12 Business Days |
| Grocery (Perishable) | Same Day / Next Day | 1–2 Business Days | Generally Not Serviceable |
| Grocery (Packaged) | 1–3 Business Days | 2–5 Business Days | 5–8 Business Days |
The delivery estimate displayed on an individual product page or during checkout shall prevail where it differs from the above timelines.
All delivery timelines are estimates only and are not guaranteed.
4. Shipping Charges
Applicable shipping charges, if any, are displayed during the shopping cart and checkout process before payment is completed.
Shipping charges may vary depending upon:
- Vendor;
- product category;
- order value;
- package weight or dimensions;
- delivery destination; and
- promotional offers.
Certain Vendors may offer free shipping subject to minimum order value or promotional campaigns.
Where Cash on Delivery (COD) is available, any applicable COD handling charges shall be separately disclosed before the order is confirmed.
5. Order Tracking
Once an order has been dispatched, shipment tracking details, including the Air Waybill (AWB) number and courier partner information, will be made available through:
- the My Orders section of your Florvanta account;
- your registered email address; and/or
- SMS or other electronic notifications.
Orders containing products from multiple Vendors may be dispatched separately. Each shipment may have its own tracking number and estimated delivery date.
6. Packaging
Vendors are required to package products securely using appropriate protective materials to minimise the risk of damage during transit.
High-value products, electronics, fragile items, and perishable goods should be packed using tamper-evident packaging wherever reasonably practicable.
If a package appears damaged, opened, or tampered with at the time of delivery, Buyers are advised to:
- refuse delivery where reasonably possible;
- take photographs of the package; and
- report the issue to Florvanta Customer Support as soon as reasonably practicable.
Acceptance of a visibly damaged package without timely reporting may affect the investigation of transit-related claims.
7. Delivery Attempts
Our logistics partners generally attempt delivery up to three (3) times at the delivery address provided by the Buyer.
If delivery cannot be completed after the permitted attempts due to reasons attributable to the Buyer, including:
- incorrect or incomplete delivery information;
- recipient unavailability;
- inability to contact the Buyer; or
- refusal to accept delivery without a valid reason,
the shipment may be marked as Return-to-Origin (RTO).
For prepaid orders, any eligible refund shall be processed in accordance with the applicable Return & Refund Policy after the returned shipment has been received and verified by the Vendor.
Repeated failed deliveries may result in restrictions on future Cash on Delivery (COD) orders.
8. Address Changes & Return-to-Origin (RTO)
Buyers are responsible for providing complete and accurate delivery details, including the recipient’s name, address, pincode, and contact number.
Requests to change the delivery address or registered phone number can generally be accommodated only until the order status changes to “Shipped.” Once the shipment has been handed over to the logistics partner, modifications shall be subject to the courier’s operational policies and may not be possible.
Where an order is returned as Return-to-Origin (RTO) due to reasons attributable to the Buyer, including an incorrect address, incorrect contact details, refusal of delivery, or repeated unsuccessful delivery attempts, refunds, if any, shall be processed in accordance with the Return & Refund Policy. Non-refundable shipping or logistics charges may be deducted where permitted under applicable law.
9. Delivery Verification & One-Time Password (OTP)
For certain high-value products, electronics, or other designated orders, delivery may require verification through a One-Time Password (OTP), digital signature, or other authentication mechanism.
The Buyer should share the OTP only after receiving the parcel and confirming that the package appears intact.
The OTP should never be disclosed over telephone calls, text messages, emails, or to any person other than the authorised delivery representative at the time of delivery.
Florvanta shall not be responsible for losses arising from unauthorised disclosure of the OTP by the Buyer.
10. Transfer of Risk and Title
Unless otherwise required by applicable law, the risk of loss or damage passes to the Buyer upon successful delivery and acceptance of the shipment at the designated delivery address.
Ownership of the product passes to the Buyer only upon full payment of the purchase price and successful delivery.
Any damage, shortage, or defect reported after delivery shall be handled in accordance with the applicable Return & Refund Policy.
11. Delivery Delays & Force Majeure
While Florvanta, its Vendors, and logistics partners endeavour to deliver orders within the estimated timelines, delivery dates are estimates only.
Florvanta shall not be liable for delays or inability to deliver arising from circumstances beyond its reasonable control, including but not limited to:
- natural disasters;
- floods, earthquakes, or fires;
- pandemics or public health emergencies;
- strikes or labour disputes;
- riots or civil unrest;
- acts of terrorism;
- war;
- governmental actions or restrictions;
- court orders;
- transportation disruptions;
- courier network failures; or
- any other force majeure event.
Where reasonably practicable, Buyers will be informed of material delays.
12. Vendor Shipping Obligations
Each Vendor using the Florvanta Platform shall:
- dispatch accepted orders within the applicable Service Level Agreement (SLA), generally within 24 to 72 hours of order confirmation unless otherwise specified;
- promptly update shipment status and upload valid tracking details on the Platform;
- package products securely to minimise transit damage;
- include a valid tax invoice or any other legally required documentation with the shipment;
- comply with all applicable laws relating to packaging, labelling, transportation, taxation, and sale of goods, including the Central Goods and Services Tax Act, 2017, the Legal Metrology Act, 2009, and the Legal Metrology (Packaged Commodities) Rules, 2011, as amended from time to time; and
- cooperate with Florvanta in resolving delivery issues, returns, replacements, and shipping-related disputes.
Failure to comply with these obligations may result in suspension or termination of the Vendor’s access to the Platform in accordance with the Vendor Agreement.
13. Shipping Grievance Redressal
For any shipping, tracking, delivery, or logistics-related queries or complaints, Buyers may contact Florvanta Customer Support.
Customer Support Email: support@florvantashop.com
If a shipping-related grievance remains unresolved for 15 (fifteen) days from the date of receipt of the complaint, the Buyer may escalate the matter to the designated Grievance Officer.
Grievance Email: grievance@florvantashop.com
Florvanta shall endeavour to acknowledge and resolve complaints within the timelines prescribed under applicable Indian laws, including the Consumer Protection (E-Commerce) Rules, 2020, wherever applicable.