Shipping policy
1. Domestic Shipping Policy (India)
We aim to deliver all orders in excellent condition and within the earliest possible time.
Shipping Charges
• Free shipping on orders above ₹1,199
• Orders below ₹1,199 incur a ₹99 shipping fee
• Cash on Delivery (COD) orders carry a ₹99 COD handling charge (inclusive of GST)
GST is applicable on shipping and COD charges wherever required by law.
Examples
Prepaid order of ₹1500
Total fees = ₹1500 + FREE shipping
COD order of ₹1500
Total fees = ₹1500 + FREE shipping + ₹99 COD fee
COD order of ₹500
Total fees = ₹500 + ₹99 shipping + ₹99 COD fee
2. International Shipping
9shines Label ships worldwide.
Shipping cost depends on:
• Destination country
• Number of products ordered
• Volumetric weight of the shipment
Shipping charges appear during checkout once the delivery address is entered.
As more products are added to the cart, per product shipping cost usually decreases.
3. Customs Duties and Import Taxes (International Orders)
We handle customs for you because that's what caring companies do.
When our international customers told us they were nervous about hidden customs charges, we listened. So our team worked hard to find a solution: we now cover customs duties upfront using DDP (Delivered Duty Paid) shipping. Everything is included in the price you see on www.9shineslabel.com. No surprise bills. No customs headaches. Just your order arriving at your door.
That's our promise to you: transparent pricing, zero stress.
The honest part about rare edge cases:
Very occasionally (less than 5% of the time), a country's customs office adds taxes we truly can't predict—it depends on their local regulations.
If this happens:
• You'll get official notification from customs first (not from us)
• We'll be right there to explain what's happening
• We'll help you figure out next steps
• You won't be dealing with this alone
If you're ever unsure about your specific country, just ask. We're here for you.
4. Refused International Shipments
Understanding Customs: We're Here to Help
The important legal part:
When you order from us internationally, you are technically the importer of record. This simply means you agree to follow your country's import rules.
If something extremely rare happens and customs charges appear that we didn't anticipate, and the shipment is refused:
• Customs may hold the package indefinitely and eventually destroy it
• The shipment cannot be returned to us because customs is a government authority and outside our control
Before ordering, customers are encouraged to contact us if they want guidance for their country.
If unexpected charges appear, contact us immediately and we will support you through the next steps.
5. Order Cancellation, Lost, or Undelivered Orders (Domestic)
If an order is cancelled, lost, or cannot be delivered, the following rules apply:
• Full refund of the order value and prepaid shipping charges
• COD fee of ₹99 is refunded only if the order is cancelled before dispatch or not delivered
If the order is successfully delivered, COD charges are non-refundable.
When Can I Get My COD Fee Back?
✓ You GET ₹99 back if:
• You cancel within 2 hours of placing the order (before we pack it)
• We cannot deliver it (parcel lost or returned)
✗ You DON'T GET ₹99 back if:
• The order is already packed and ready to ship
• The order successfully reaches you
• The parcel reaches your pin code but you refuse delivery
Timeline: Cancellation refunds are processed within 3–5 business days
6. Priority Processing & Dispatch for eligible orders.
• Applicable on prepaid orders only.
• COD orders are subject to confirmation.
• Delivery timelines commence after dispatch.
• Domestic shipments (India) are delivered within 1–3 business days.
• International shipments are delivered within 7–10 business days.
• All timelines are estimates only and may vary based on courier and location-specific conditions.
• 9shines Label shall not be held responsible for delays caused by adverse weather conditions, natural disasters, or any other force majeure events beyond our control.
7. Tampered Package or Wrong Product Issues (Domestic Orders)
9shines Label uses third-party courier companies for delivery. These companies operate independently and follow their own policies.
To ensure smooth resolution of delivery issues, customers must follow the guidelines below.
If the parcel appears tampered
Do not accept the package from the courier.
When opening the parcel
Customers are advised to video record the unboxing process.
Before opening:
• Video record the box or packaging and show any damage
• Inform the courier: “I’m not accepting this – it’s damaged”
• Message us with the video, refusal note, and order number
Why we ask for video
The courier company will also require proof. The video shows the condition in which the package arrived.
Without it, it becomes your word versus the courier's.
What happens next
• We raise the issue with the courier company on your behalf
• If damage is confirmed, you receive a full refund or replacement
• Typical resolution time is 5–7 days
8. Non Delivery Claims (Domestic)
If a parcel shows “Delivered” but you did not receive it:
Step 1 – Check within 24 hours
• Ask neighbours or family members
• Check building entrance, terrace, or gate area
• Check with building security
Step 2 – Inform us within 48 hours
Message us with:
• Order number
• Confirmation that the parcel was not received
Step 3 – Courier verification
We request the courier for delivery details and Proof of Delivery (POD).
Step 4 – Resolution
• If delivery proof shows a wrong address → we file a claim
• If delivery proof shows your address → check with neighbours again
• If the parcel still cannot be located → we issue a refund
Timeline: Resolution typically takes 8–19 working days
9. Non Delivery Claims (International)
If the parcel status shows “Delivered” but you did not receive it:
Step 1 – Check everywhere within 24 hours
• Ask neighbors or family members
• Check building entrance, terrace, or gate area
• Check with building security
Step 2 – Inform us within 48 hours
Send us a message with:
• Order number
• Confirmation that you did not receive the parcel
Step 3 – Courier verification
We contact the courier and request delivery proof, photo, or address confirmation.
Step 4 – Resolution
• If proof shows wrong address → we file a claim
• If proof shows your address → check with neighbors again
• If the parcel still cannot be located → we issue a refund
Timeline: Resolution typically takes 20–30 working days
10. International Returns and Exchanges
Currently we do not allow returns or exchanges for international orders.
11. Order Redirection
Once an order is dispatched, it cannot be redirected to a different delivery address.
12. Customer Support
If you need help with an order, please contact us through the following channels.
WhatsApp (Fastest Response)
+91 9019061655
Available Monday to Saturday, 10:30 AM – 6:30 PM
support@9shineslabel.com
Response time: within 12 hours (Mon–Sat)
@9shineslabel
Response time: within 4 hours
Phone
+91 9019061655
Our support team will review your order details and assist you until the issue is resolved.
