Shipping Policy

At Heapwell, we aim to dispatch and deliver every order as efficiently as possible. Please review the information below before placing your order.

Order Processing

Orders are normally processed and dispatched within 1–2 business days after payment has been successfully completed.

Processing may take longer during sales, product launches, public holidays or periods of unusually high order volume. Once your order has been dispatched, you will receive a shipping confirmation with tracking information.

Business days exclude Sundays and public holidays.

Shipping Within India

We offer free standard shipping on all orders delivered within India.

Standard delivery typically takes 3–5 business days after dispatch. Deliveries to remote locations or certain PIN codes may take longer.

Express delivery may be available for eligible destinations and typically takes 1–2 business days after dispatch. Any applicable express-delivery charge will be displayed at checkout.

Delivery timelines are estimates and may be affected by courier delays, weather, local restrictions or other circumstances outside our direct control.

International Shipping

International shipping availability depends on the destination. Shipping charges are calculated at checkout based on the destination, order weight and available delivery service.

International delivery times vary by country and may be affected by customs clearance or local courier operations.

Any customs duties, import taxes, clearance charges or other fees imposed by the destination country are the responsibility of the recipient. These charges are not included in the product price or shipping charge paid to Heapwell.

Order Tracking

Tracking information will be emailed to you after the order has been dispatched. It may take a few hours for the courier’s tracking system to display the first update.

If the tracking information has not updated for an extended period or the estimated delivery date has passed, please contact us with your order number.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address, PIN code and contact number when placing an order.

If you notice an error in your address, contact us immediately. We will try to update it before dispatch, but changes cannot be guaranteed once the order has been handed to the courier.

Undeliverable or Refused Packages

If a parcel is returned because of an incorrect address supplied by the customer, recipient unavailability or refusal unrelated to a product or delivery problem, reasonable return or re-dispatch charges may apply.

We will explain any proposed charges and agree the next step with you before arranging re-dispatch.

These charges will not apply where the return results from our error or the courier’s error, or where applicable consumer law requires otherwise.

Lost, Damaged or Tampered Packages

If your parcel has not arrived, appears lost, arrives damaged or shows signs of tampering, contact info@heapwell.in or +91 7710058178 with your order number and a description of the issue.

For damage or tampering, please provide photographs where available and retain the product and packaging while we investigate. Photographs are not required for a parcel you have not received, and an unboxing video is not mandatory.

We will coordinate with the courier and arrange an appropriate refund or replacement for eligible claims, taking account of your preference and applicable consumer rights. You do not need to pursue the courier yourself.

Please refer to our Returns, Refunds & Cancellations policy for the refund process. Delivery estimates do not limit your rights concerning late delivery or non-delivery under applicable law.

Matcha Storage After Delivery

Orders are transported through standard courier networks and are not refrigerated during transit. After delivery, keep matcha tightly sealed and refrigerate it for the best retention of colour, aroma and flavour, particularly in India’s warm and humid climate.

Contact Us

For shipping-related questions, contact us with your order number:

Email: info@heapwell.in
WhatsApp: +91 77100 58178