Shipping Policy
Shipping Policy
We put in genuine effort to make sure every EBS order is packed well and handed over to our courier partners on time. What happens after dispatch is largely in the hands of the logistics network, but we are always here to help if something goes wrong. Please read through this policy so you know what to expect.
Packaging
All EBS orders are dispatched in tamper-evident sealed packaging. This means if the outer packaging appears to have been opened, re-sealed, or tampered with in any way upon arrival, please do not accept the delivery. Document the condition immediately with photos and video and contact us right away.
We strongly recommend recording a clear unboxing video from start to finish every time you receive an EBS order. This is essential for raising any dispute related to your order. Without an unboxing video, we will not be in a position to process any claim. Please make this a habit with every order. For full details on what proof is required, please refer to our [https://eatbreathesmile.com/pages/returns-refunds].
Free Shipping
- Free standard shipping is available on all prepaid orders above INR 1999.
- Orders below INR 1999 will be charged for shipping.
- Air, express, Wefast, Porter, and international shipments will be charged based on actuals.
Order Processing and Dispatch
- Orders are dispatched within same day to 3 working days from the date the order is placed.
- Working days are Monday to Friday. We do not dispatch on weekends or public holidays.
- Once dispatched, tracking details will be automatically sent by the logistics partner to the phone number provided with the order. Please ensure the correct number is entered at checkout. EBS is not responsible if tracking updates are not received due to an incorrect number.
- EBS ships through trusted third-party courier partners and Speed Post via ShipRocket.
Delivery Timeline
- Standard delivery within India: 7 to 12 working days from dispatch
- During festive periods and public holidays: 8 to 10 working days from dispatch
- International orders: 7 to 21 working days from dispatch
Festive seasons and long weekends often put extra pressure on logistics networks. We appreciate the customer's patience and cooperation during such periods. Delays during these times are expected and will not qualify for a refund.
Refunds will not be issued for delays that fall within the timelines mentioned above. Please refer to our [https://eatbreathesmile.com/pages/returns-refunds] for details.
Proof of Delivery
Once the courier partner marks an order as delivered, EBS considers the order fulfilled. It is the customer's responsibility to ensure someone is available to receive the order at the given address.
If the customer shares the OTP with the delivery person and instructs them to hand the package over to another individual, this is entirely the customer's responsibility. EBS cannot be held accountable for what happens to the package once the OTP has been shared and delivery has been completed.
Any dispute regarding a delivered order must be raised within 72 hours of delivery. No disputes will be entertained after this window. All disputes must follow the proof requirements outlined on our [https://eatbreathesmile.com/pages/returns-refunds].
Address Changes
Address changes are not possible once an order has been dispatched. If a customer needs to update their delivery address, they must contact us immediately at contact@eatbreathesmile.com or WhatsApp +91 77009 01369 before the order is dispatched. Once the order is out for delivery, no changes can be made to the address or contact number, as courier partners are unable to modify these details. This may result in the package being returned to us.
Incomplete or Incorrect Address
- The delivery address entered at the time of placing the order is entirely the customer's responsibility.
- If the address is deemed incomplete or incorrect by the logistics system, EBS will reach out via WhatsApp and email up to 3 times.
- If there is no response after 3 attempts, the order will be put on hold until the customer contacts us. No refund will be applicable during this period.
- EBS is not liable for failed or delayed delivery resulting from incorrect or incomplete address details provided by the customer.
Failed or Non-Delivered Attempts (NDR)
- A maximum of 3 delivery attempts will be made. This process is automated through ShipRocket.
- After 3 unsuccessful delivery attempts, the parcel will be returned to EBS (RTO).
- If the customer wishes to have the order reshipped, freight charges will be borne by the customer. Reshipping will only begin after the returned parcel is received by us and the customer confirms the correct address and contact details.
- If the customer wishes to cancel, a 15% cancellation charge will apply. The refund will be initiated only once the product is received back by EBS in a non-damaged condition.
- NDR-related delays will not be considered grounds for a refund.
OTP Verified Deliveries
- Most orders are OTP verified at the time of delivery. This is an automated security protocol set by ShipRocket and is in place for the customer's safety.
- EBS cannot instruct delivery executives to call before delivery or make prior arrangements, as dispatch is handled through a third-party logistics system.
- If an OTP cannot be provided at the time of delivery for any reason, the order will be marked RTO and returned to us. Reshipping charges will be borne by the customer.
- If an international contact number has been provided, it may result in failed OTP delivery and unsuccessful delivery attempts. Reshipping costs in such cases will be borne by the customer.
- If the customer wishes to cancel, a 15% cancellation charge will apply.
Lost in Transit
Occasionally, parcels may be delayed or go untracked due to logistical issues outside our control. If a customer suspects their order may be lost in transit, please reach out to us and the EBS team will follow up with the courier partner and work to resolve the matter as quickly as possible. Delivery timelines in such cases may be extended. We appreciate the customer's patience and cooperation while we investigate.
Cancellations
- All cancellations are subject to a 15% deduction as transaction and processing fees. This applies to pre-dispatch cancellations, RTO cases, and refused deliveries.
- For a cancellation to be considered after dispatch, the customer must refuse the parcel at the door upon delivery. The refund will be initiated only after the product is received back by EBS in a non-damaged condition, after deducting the applicable 15% cancellation charge.
- Refunds are credited back to the original payment source within 5 to 7 working days of the refund being initiated.
- EBS reserves the right to decline any cancellation request that does not comply with these terms.
Unserviceable Areas and Force Majeure
- If delivery is not possible due to restricted service areas, courier unavailability, or force majeure events such as natural disasters, strikes, or unforeseen disruptions, EBS reserves the right to cancel the order and issue a refund after deducting applicable 15% cancellation charges.
International Orders
- All customs duties and import taxes applicable in the destination country are to be borne by the customer.
- The logistics provider will contact the customer via email or phone regarding any customs requirements. It is the customer's responsibility to respond and comply in time.
- EBS is not responsible for delays, seizures, or additional charges arising from customs clearance.
- International shipping charges are calculated based on actuals and will be communicated at checkout or before dispatch.
COD (Cash on Delivery)
Cash on Delivery is not available. All orders must be prepaid.
For any questions, please write to us at contact@eatbreathesmile.com or WhatsApp us at +91 77009 01369. We typically respond within 24 to 48 working hours.