1. Overview

Pooltra delivers eligible products to customers across India and many supported destinations worldwide. Products may be produced and fulfilled through different production facilities and fulfilment partners depending on the product, customer location, availability, fulfilment capability, and operational requirements.

Where available, an order may be fulfilled from a production location closer to the delivery destination. However, local production or domestic fulfilment is not guaranteed for every product, variant, or destination.

Delivery estimates are provided in good faith based on expected order-processing, production, fulfilment, and carrier timelines. They are estimates and are not guaranteed delivery dates unless Pooltra expressly states otherwise in writing.

2. Order Review Before Production

After an order is successfully placed, Pooltra may review the order before submitting it for production or fulfilment.

This review may include checking:

• Payment status and successful payment confirmation;
• Product, design, size, colour, quantity, and variant details;
• Delivery address and contact information;
• Product or fulfilment availability;
• Potential technical, pricing, security, or order-processing issues;
• Possible duplicate, unusual, or potentially unauthorized orders;
• Whether the order can be fulfilled and delivered to the selected destination; and
• Any other information reasonably necessary to process the order.

If additional information is required, Pooltra may contact the customer using the email address or other contact information provided with the order.

3. Production and Fulfilment Time

Many Pooltra products are printed, produced, sourced, or prepared after an order is placed. Production time is separate from carrier transit time.

Most products are generally expected to require approximately 2–7 business days for production and fulfilment after the order has been reviewed and submitted. Some products may be completed sooner, while others may require additional time.

Production and fulfilment times may vary because of:

• Product type, design, printing method, and selected variant;
• Production-facility workload;
• Product, garment, material, or component availability;
• Order size and quantity;
• Quality-control requirements;
• Seasonal demand and peak shopping periods;
• Public holidays and non-working days;
• Production, equipment, supply-chain, or operational disruptions;
• Changes in fulfilment location or production provider; and
• Events outside Pooltra's reasonable control.

An order may remain in a processing or production status while the product is being prepared. This does not necessarily indicate a delay or problem.

4. Estimated Delivery Time by Destination

The estimates below are general guidance for standard delivery. They include a typical order-review period, expected production or fulfilment time, and estimated carrier transit time.

The estimate applicable to a specific order may differ depending on the product, fulfilment location, destination, shipping method, carrier, customs requirements, and other circumstances.

5. Business Days

Unless stated otherwise, delivery and fulfilment estimates are expressed in business days.

Business days generally exclude Saturdays, Sundays, public holidays, carrier holidays, and non-working days applicable to the relevant production facility, fulfilment location, carrier, customs authority, or destination.

Orders placed during weekends, public holidays, or outside normal processing periods may begin review or processing on the next applicable business day.

6. Shipping Charges

For other supported destinations, applicable shipping charges are generally calculated or displayed during checkout before the order is completed.

Shipping charges may depend on:

• Delivery country, region, postal code, or ZIP code;
• Product type, size, weight, and packaging;
• Number and combination of products ordered;
• Production or fulfilment location;
• Selected or available shipping method;
• Carrier availability;
• Whether products require separate fulfilment or shipments;
• Promotional or free-shipping offers; and
• Other operational or destination-specific factors.

Shipping rates may change from time to time. The shipping charge shown and accepted at checkout will generally apply to the order, subject to correction of an obvious technical, pricing, or system error.

7. Customs Duties, Import Taxes, and Other Charges

Some orders may cross national or customs borders depending on the product, fulfilment location, and delivery destination.

Customs duties, import taxes, value-added taxes, brokerage fees, clearance charges, handling fees, or other government or destination-related charges may apply unless they are expressly included and collected during checkout.

Where such charges are not collected by Pooltra during checkout, they may be assessed separately by customs authorities, carriers, government agencies, payment providers, or other authorized parties. The customer is generally responsible for applicable destination charges, subject to applicable law.

Pooltra does not control customs assessments, customs-processing times, or charges imposed independently by government authorities, customs agencies, carriers, or other third parties.

Customers are responsible for reviewing any import requirements that may apply in their delivery country before placing an order.

8. Order Tracking

Where tracking is available, tracking information will generally be provided after the order or shipment has been dispatched and the carrier has generated or activated the tracking record.

Customers may receive tracking information by email and may also be able to view order information through the My Account section of the Pooltra website.

Tracking information may not update immediately after dispatch. Carriers may require additional time to scan, receive, or update a shipment in their tracking system.

In some destinations or for some shipping services, tracking may be limited, delayed, or unavailable for part of the delivery journey.

9. Separate Packages and Multiple Shipments

Products in the same order may be produced or fulfilled by different facilities or fulfilment partners. As a result, an order may be divided into multiple packages and delivered separately.

Separate packages may:

• Be dispatched on different dates;
• Use different carriers;
• Have separate tracking numbers;
• Arrive on different days; or
• Be fulfilled from different locations.

Receiving only part of an order does not necessarily mean that the remaining products are missing. Customers should review all available shipment and tracking information.

10. Delivery Address and Customer Information

Customers are responsible for providing complete and accurate delivery and contact information when placing an order.

This includes, where applicable:

• Recipient's full name;
• House, apartment, building, street, or premises information;
• City, state, province, region, and country;
• Postal code, PIN code, or ZIP code;
• Working phone number;
• Valid email address;
• Company, access, landmark, or delivery instructions where necessary; and
• Any information required by the destination or carrier.

Customers should review all address information before completing payment. Pooltra cannot guarantee that an address can be changed after an order has entered production, fulfilment, packing, or shipment.

If you identify an address error, contact support@pooltra.com immediately with your order number and the requested correction.

11. Incorrect or Incomplete Addresses

Pooltra is not responsible for delays, failed delivery, loss, return-to-sender events, or additional costs caused by incorrect, incomplete, inaccessible, or undeliverable information supplied by the customer.

If an order is returned or requires reshipment because of an incorrect or incomplete address, the customer may be responsible for applicable return, handling, fulfilment, correction, and reshipping costs.

Reshipment is subject to product availability, recoverability of the returned package, operational feasibility, and payment of any applicable charges.

12. Delivery Attempts, Refused Delivery, and Unclaimed Packages

Customers are responsible for reasonably cooperating with the carrier and taking the steps required to receive or collect an order.

A package may be delayed, returned, disposed of, or otherwise affected if:

• The recipient is unavailable after reasonable delivery attempts;
• The customer does not respond to carrier communications;
• The package is not collected within the carrier's holding period;
• Delivery is refused without prior authorization;
• Access to the delivery location is unavailable;
• Required customs information is not provided;
• Applicable customs or destination charges are not paid; or
• Another customer-related issue prevents delivery.

A refused, unclaimed, or unsuccessful delivery does not automatically qualify for a refund. Any available resolution will depend on the circumstances, recoverability and condition of the package, applicable costs, fulfilment limitations, and applicable law.

13. Delivery Delays

Pooltra works with production facilities, fulfilment partners, carriers, postal services, customs authorities, and other service providers. Some delays may occur outside Pooltra's reasonable control.

Possible causes of delay include:

• High order volumes or seasonal demand;
• Production or quality-control delays;
• Product, garment, material, or inventory shortages;
• Carrier congestion or operational disruption;
• Weather events and natural disasters;
• Public holidays, strikes, labour disruptions, or civil events;
• Customs inspection or clearance;
• Incorrect, incomplete, or inaccessible delivery information;
• Remote or restricted delivery locations;
• Security, legal, regulatory, sanctions, or compliance requirements;
• Transportation disruption;
• Government action, public-health events, war, conflict, or emergencies;
• Technology, communication, or infrastructure failures; and
• Other events outside Pooltra's reasonable control.

A delay beyond an estimated delivery date does not automatically mean that an order is lost or eligible for a refund. Pooltra may first investigate the order with the relevant fulfilment provider or carrier.

14. Lost Shipments

If tracking has not updated for an extended period or you believe that a shipment may be lost, please contact Pooltra with your order number.

Pooltra may request additional information and may investigate the shipment with the relevant carrier or fulfilment provider.

A shipment will not necessarily be treated as lost merely because tracking is delayed or the estimated delivery date has passed. Carrier investigation periods and destination-specific timelines may apply.

If a shipment is confirmed as lost or otherwise qualifies for a remedy, Pooltra may provide a replacement, refund, or another appropriate resolution depending on the circumstances and applicable law.

15. Packages Marked Delivered but Not Received

If tracking shows that a package was delivered but you cannot locate it, please first:

1. Check the delivery location, mailbox, reception, security desk, parcel area, and other safe locations.
2. Ask household members, neighbours, colleagues, building staff, or anyone who may have accepted the package.
3. Review carrier notifications, delivery photographs, and tracking details.
4. Contact the carrier where appropriate.
5. Contact Pooltra promptly if the package remains missing.

Pooltra may assist with a carrier or fulfilment investigation where reasonably possible. A replacement or refund is not automatic where carrier records show successful delivery and will depend on the investigation, evidence, circumstances, and applicable law.

16. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, materially misprinted, or incorrect, please contact Pooltra within the period specified in our Refund & Return Policy.

Please provide your order number, a clear description of the issue, photographs, and any other reasonably requested evidence.

Please review the complete Refund & Return Policy for eligibility requirements, reporting periods, evidence, and available resolutions.

17. Order Changes and Cancellations

Because products may enter production or fulfilment shortly after an order is placed, changes and cancellations are not guaranteed.

If you need to request a cancellation or correct an order detail, contact support@pooltra.com as soon as possible.

Once production, fulfilment, packing, or shipment has begun, a requested change or cancellation may no longer be possible.

Please review Pooltra's Cancellation Policy for complete information.

18. Shipping Methods and Expedited Delivery

Available shipping methods may vary by product, fulfilment provider, destination, carrier, and checkout configuration.

Standard shipping may be the only available method for some products or destinations. Faster, priority, or expedited shipping may be offered only where displayed during checkout or expressly confirmed by Pooltra.

Faster carrier shipping does not necessarily shorten the time required for order review, production, printing, quality control, or fulfilment.

Customers should not assume that expedited delivery is available unless it is expressly displayed and selected during checkout.

19. Delivery Restrictions

Pooltra aims to serve customers across most supported destinations. However, delivery may be unavailable or restricted because of legal requirements, sanctions, trade restrictions, carrier limitations, fulfilment limitations, security concerns, operational conditions, or other circumstances.

Pooltra currently does not process or deliver orders to the following destinations or regions:

• Cuba;
• Iran;
• North Korea;
• Crimea Region;
• Donetsk People's Republic;
• Luhansk People's Republic;
• Ukraine;
• Russia;
• Belarus;
• Palestine – Gaza Strip; and
• Syria.

This list may change because of legal requirements, sanctions, carrier availability, fulfilment capabilities, safety conditions, or operational restrictions.

Pooltra may cancel or decline an order if fulfilment or delivery to the selected destination is unavailable, restricted, unlawful, unsafe, or operationally impracticable. Where an eligible prepaid order is cancelled by Pooltra, the applicable refund will be handled in accordance with Pooltra's policies and applicable law.

20. Cash on Delivery

Cash on Delivery may be available only for eligible orders, products, values, customers, and delivery locations within India.

COD availability may be determined during checkout and may change based on operational, carrier, risk, order-value, location, or product considerations.

Pooltra may contact the customer to verify a COD order before production or fulfilment. Failure to provide required verification may result in delay or cancellation.

Customers should place COD orders only when they intend and are reasonably available to accept and pay for delivery.

21. Delivery Estimates Are Not Guarantees

Pooltra will make reasonable efforts to process and facilitate delivery within the estimated period. However, actual delivery may occur earlier or later.

Customers should allow sufficient time when ordering for birthdays, holidays, events, travel, gifts, competitions, or other date-sensitive occasions.

Pooltra is not responsible for indirect losses, missed events, or consequential costs arising solely because an order arrives after an estimated date, except where liability cannot lawfully be excluded or limited.

22. Fraud Prevention, Verification, and Compliance

Pooltra may delay, review, hold, decline, or cancel an order where reasonably necessary for payment verification, fraud prevention, security review, sanctions screening, legal compliance, address verification, or protection of customers and Pooltra.

Pooltra may request additional information where reasonably necessary. Failure to provide required information may prevent fulfilment or delivery.

Any eligible refund following cancellation will be handled according to Pooltra's applicable policies and payment-provider processes.

23. Events Beyond Reasonable Control

Pooltra will not be responsible for a delay or inability to perform caused by circumstances beyond its reasonable control, including natural disasters, severe weather, fire, flood, epidemic, pandemic, war, armed conflict, civil unrest, government action, sanctions, strikes, transportation disruption, carrier failure, customs delay, infrastructure failure, supply-chain disruption, production interruption, internet or technology failure, or other comparable events.

Where such an event occurs, Pooltra may take reasonable steps to reduce disruption, use an alternative fulfilment or delivery arrangement where feasible, communicate material updates, or provide an appropriate resolution where required.

24. Your Statutory Rights

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict, waive, or override any consumer right, remedy, warranty, guarantee, or legal protection that cannot lawfully be excluded or limited.

Where mandatory consumer-protection law provides rights that differ from this policy, those mandatory legal requirements will apply to the extent required.

25. Changes to This Policy

Pooltra may update this Shipping & Delivery Policy periodically to reflect changes in fulfilment locations, production processes, delivery coverage, shipping methods, carriers, charges, business practices, operational requirements, or applicable law.

The latest version will be published on this page with a revised “Last Updated” date. Customers are encouraged to review this policy before placing an order.