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 to us because of an incorrect or incomplete address, repeated delivery failure, recipient unavailability or refusal to accept the package, the customer may be responsible for the return and re-dispatch charges.

We will contact you after the parcel is returned to determine the next step.

Lost, Damaged or Tampered Packages

If your parcel appears lost, arrives damaged or shows signs of tampering, please contact us promptly with:

• Your order number
• Clear photographs of the outer packaging
• Clear photographs of the damaged or affected product
• A brief description of the issue

We will review the information and coordinate with the courier where required. Depending on the circumstances, we may arrange a replacement or another appropriate resolution.

Please do not discard the product or packaging until the issue has been reviewed.

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