Shipping policy

The Sustainable Marketplace™ is committed to delivering consciously crafted, sustainable products across India through reliable and responsible logistics operations. Our shipping process is designed to ensure that your eco-friendly purchases reach you safely, efficiently, and with minimal environmental impact.

While this document outlines our standard shipping policy, please note that the Seller's timeline and other terms and conditions related to shipping mentioned on the specific product page will prevail over these general terms to align with the unique requirements of sustainable production.

Delivery Locations

The Company delivers to:

  1. all major metro cities, and

  2. select non-metro and rural locations across India.

Our third-party logistics partners handle both perishable and non-perishable products, subject to local regulations, carrier restrictions, and product-specific requirements.

The Zero-Virgin Plastic Protocol

Zero-Virgin Plastic Protocol: To ensure an environmentally safe journey, we and our Sellers operate under a strict Zero-Virgin Plastic protocol. This ensures that no new plastic is manufactured to fulfill your order. We prioritize a hierarchy of circular materials to ensure your products reach you safely and responsibly. While we are putting forth our best efforts to eliminate virgin plastic, if a product contains any, please be assured we are working to phase it out altogether.

  1. Plastic-Free & Compostable Packaging: Our primary standard, utilizing plant-based fibers and corrugated materials that safely return to the earth. 

  2. Recycled Plastic Packaging: To support a circular economy, we give a "second life" to existing materials, including Recycled Plastics, ensuring they stay in a closed-loop system and out of landfills.

  3. Biodegradable Plastic Packaging: For specialized items (such as liquids or fragile glass) where moisture resistance is critical, Seller  utilize advanced biodegradable polymers designed to break down without leaving toxic residues.

  1. Reusable Packaging: We encourage the use of packaging that transcends single-use, allowing you to integrate these materials back into your own home economy through creative reuse.

  2. Fully Recyclable Packaging: Every component of our shipping materials is selected for its ability to be easily processed by local recycling facilities, ensuring zero waste.

  3. By strictly prohibiting virgin plastic and prioritizing these circular practices to  ensure your delivery is as conscious as the product inside it.

  4. As a multi-vendor marketplace, items in a single order may be dispatched from different locations. To minimize our carbon footprint and ensure products reach you directly from the source, your items may arrive in separate packages and at different times. You will receive unique tracking details for each consignment.

Shipping Timelines

    1. Estimated delivery time: 5–7 business days.

    2. Sellers usually pack and dispatch orders within 48 business hours.

    3. Made-to-order or custom items may require additional time as specified on the product page.

    4. Transit time after pickup typically takes 4–5 business days. Shipments are picked up from the Seller’s registered pickup location and delivery timelines may vary depending on courier coverage and Seller location.

    5. Orders are shipped Monday–Saturday (excluding Sundays and national holidays).

    We work with Sellers who uphold high standards of integrity. While they do their best to prevent items from going out of stock, should it occur, you acknowledge that there may be a delay in delivery while the Seller replenishes their inventory. If this situation arises and the item cannot be delivered, we will refund the full amount paid, excluding any discounts or promotions applied on our platform.


    Please note that delivery may be delayed due to:

    • High order volume

    • Seller inventory replenishment

    • Weather conditions

    • Remote delivery regions

    • Courier operational delays

    Damaged or Tampered Packages

    • At the Doorstep: If the outer packaging or safety seal is visibly damaged, tampered with, or leaking, please refuse the delivery. 

    • Post-Delivery Discovery: If you discover damage after opening the package, it must be reported to customercare@thesustainablemarketplace.in within our Mandatory Reporting Window of 72 hours  of delivery. 

    • To support your return request and align with our security standards, you must provide clear, uncut video evidence of the unboxing. This documentation must include photos and video of the damaged product, along with the shipping label and packaging.

    • This mandatory reporting must be completed within 72 hours of delivery to ensure the validity of your claim. Please ensure all evidence is included, as reports made without these specific visual proofs or after the window may be rejected to ensure fairness to our Sellers

    • Liability: If a visibly tampered package is accepted and not reported with evidence within the 72-hour window, the Platform shall have no liability for missing or damaged contents.

    Attempted Delivery & Shared Responsibility (RTO)

    To minimize the environmental impact of repeated transit, our logistics partners follow a standard protocol:

    • Delivery Attempts and RTO: Our delivery partners will make up to three (3) attempts to deliver the package. If the delivery remains unsuccessful after these attempts, the order will be processed as Return to Origin (RTO). Any additional shipping charges incurred for re-dispatching an RTO order must be borne by the customer to align with our commitment to minimizing unnecessary logistics and carbon emissions.


    • Shared Responsibility: If an order is returned due to an incorrect address, unavailability during the scheduled time slot to receive the product, an unreachable phone number, or refusal to accept delivery, the Platform reserves the right to deduct the full two-way logistics costs (Forward Shipping + RTO charges) from any refund. This includes instances where the customer fails to respond to automated NDR (Non-Delivery Report) verification. Our Logistic Partner’s official records, including GPS and call logs, shall serve as conclusive evidence for these deductions. Additionally, COD handling charges are non-refundable, and any amount paid in part will be adjusted to align with these costs.


    • COD Restrictions: We reserve the right to disable the Cash on Delivery (COD) facility for customer accounts with a history of repeated delivery refusals or failed attempts.

    Shipping Rates & COD

    • Free Shipping: Applies to all orders above INR 499. Orders below this amount incur a standard shipping fee displayed at checkout.

    • COD Availability: Available for eligible orders up to INR 10,000 in selected PIN codes.

    • COD Handling Fee: Orders paid via COD may incur a non-refundable handling fee, charged in addition to any applicable shipping charges.

    Lost or Misplaced Shipments

    Loss or misplaced in Transit: If a shipment is confirmed lost or misplaced by our courier partner, we will initiate a 72-hour investigation or follow such timelines as our logistics partner may have in place. Once the loss is verified through a transit audit, The Sustainable Marketplace™ may:

    • Re-dispatch the product (if stock is available)

    • Provide store credit or a gift card

    • Issue a full refund

    The Platform’s decision will be final and binding. You may also contact us at customercare@thessustainablemarketplace.in

    Cancellation Policy

    You may cancel your order within 12 hours of placing it, provided that the shipping label has not yet been generated. A shipping label is deemed generated once a tracking number has been assigned to the order.

    We strive to provide transparent and efficient services to support your experience. If you have any further questions or concerns regarding your order, please contact us at customercare@thesustainablemarketplace.in. We are happy to assist you.

    Right to Modify

    The Sustainable Marketplace™ reserves the right to modify, update, or change any part of this policy at any time without prior notice. Any such changes will be effective immediately upon being posted on the Platform. We encourage you to review this page periodically to ensure your actions align with our current standards and to support our commitment to transparent service.