Unspoken Secrets: Shipping Policy

At Unspoken Secrets, we're dedicated to ensuring your exceptional coffee experience extends right to your doorstep. This Shipping Policy outlines our commitment to efficient delivery, clarifies roles, and provides you with all the essential information regarding your order's journey. We understand that timely and secure delivery is crucial, and we've structured our processes to be as transparent and reliable as possible.

Our Shipping Framework: Partnering for Perfection

Your Unspoken Secrets order reaches you through our network of trusted third-party courier partners. We meticulously select these partners for their reliability, reach, and commitment to timely deliveries. This collaborative approach allows us to leverage extensive logistics networks, ensuring that your exquisite coffee roasts, state-of-the-art machines, and premium accessories arrive in perfect condition, no matter your location. Our partners are an extension of our commitment to quality service, and we work in close tandem with them to manage every step of the shipping process.

Delivery Coverage

You will be informed about delivery coverage for your location on the product screen. You may enter your Pincode and check whether your location is currently serviceable by our delivery partners.

Order Processing: From Bean to Box

The journey of your Unspoken Secrets order begins the moment you place it. Our dedicated team works diligently to prepare your items for dispatch, adhering to a streamlined process designed for efficiency.

Standard Processing Time

Most orders will be processed and shipped within 1-2 business days of order placement. This timeframe allows us to meticulously pick, inspect, and package your items, ensuring they meet our stringent quality standards before leaving our facility. "Business days" typically refer to Monday through Friday, excluding public holidays. Orders placed on weekends or holidays will begin processing on the next business day.

Communication on Delays

While we strive for promptness, unforeseen circumstances can sometimes lead to slight delays. In case of any processing or shipping delays, you will be promptly updated regarding the same. Our customer support team proactively monitors order statuses and will reach out via email, WhatsApp or  SMS to inform you of any unexpected hold-ups, providing revised timelines where possible. We believe in keeping you informed every step of the way, minimizing any uncertainty about your eagerly anticipated coffee delivery.

Shipping Timelines

Once your order is processed and dispatched, the delivery timeline largely depends on your location and the courier partner's service capabilities. We aim to provide clear expectations for when your coffee delights will arrive, collaborating with our delivery partners.

Estimated Delivery Times

Standard delivery times typically range from 2-5 business days for most major cities and towns within India, following dispatch. Remote or less accessible locations may experience slightly longer delivery times, potentially extending up to 10-14 business days. Please note that these are estimated timelines provided by our courier partners and are subject to variations due to external factors such as weather conditions, logistical challenges, or local regulations.

Expedited Shipping Options

While our standard shipping is designed for efficiency, we understand that sometimes you might need your coffee fix even sooner. We may offer expedited shipping options for select products or regions, available at an additional cost. These are assessed on a case-by-case basis, as per our Support Team’s decision. If available, these options will be presented to you at checkout, along with their respective estimated delivery timelines. Choosing an expedited option means our courier partners prioritize your shipment for faster transit.

Order Tracking

We believe in empowering you with real-time information about your order's journey.

Receiving Your Tracking Link

Once your order is successfully confirmed and dispatched from our warehouse, you will receive a tracking link for your order. This link will be sent to the email address or phone number provided during checkout. It typically becomes active within 24-48 hours of dispatch, allowing the courier partner's system to update with the initial scan.

Monitoring Your Shipment

Through this tracking link, you can monitor the progress of your shipment, view its current location, and receive estimated delivery dates. We encourage you to regularly check your tracking status for the most up-to-date information. If you encounter any issues with your tracking link or believe there's a discrepancy, please don't hesitate to contact our support team for assistance.

Responsibility for Order Delivery: A Shared Commitment

Ensuring your order reaches you on schedule is a shared responsibility between Unspoken Secrets, our courier partners, and you, the customer.

Courier Accountability for Delays

In case of order delivery delays beyond the estimated timelines, the primary accountability for order completion rests with the courier partner. Our courier partners are responsible for the safe and timely transit of your package once it leaves our facility. This includes managing logistical issues, routing, and last-mile delivery challenges.

Our Support Team's Assistance

However, Unspoken Secrets' commitment to your satisfaction doesn't end at dispatch. Our Support Team will provide assistance within its capacity to ensure smooth order delivery. This means we will act as your liaison with the courier partner, escalating issues, following up on delayed shipments, and working to resolve delivery exceptions. While we cannot directly control the courier's operations, we will take all reasonable efforts to facilitate the successful and timely delivery of your order. Please reach out to us if you experience significant delays or have concerns about your delivery status.

Customer's Responsibility

Your cooperation is also vital for successful delivery. Please ensure:

• Accurate Address: The shipping address provided is complete and accurate, including apartment numbers, landmarks, and correct pin codes.

• Availability: You or someone authorized is available to receive the package at the provided address during the estimated delivery window. Couriers may attempt delivery multiple times before returning the package.

• Prompt Communication: Respond promptly to any calls or messages from the courier partner regarding your delivery.

Addressing Delivery Challenges

We've outlined common scenarios that might arise during delivery and our approach to resolving them.

Defective Packaging Upon Arrival

While our packaging is robust, external factors during transit can sometimes lead to damage. In case you receive a package with defective or visibly damaged packaging upon arrival, we urge you to:

1. Do Not Accept (if possible): If the damage is significant and you suspect the product inside is compromised, you may refuse to accept the delivery, clearly noting the reason for refusal with the courier.

2. Document Immediately: If you accept the package, or if refusal is not an option, immediately take clear photographs or videos of the damaged packaging before opening it.

3. Inspect Contents: Carefully inspect the product(s) inside for any damage.

4. Contact Support: Report the issue to our support team within 24-48 hours of delivery, attaching all photographic evidence. We will then initiate a claim with the courier partner and work with you to arrange a replacement or refund as per our Return & Refund Policy.

Order Cancellation After Shipping

Once an order has been processed and shipped, it cannot be directly canceled. At this stage, the package is in transit with our courier partner. If you wish to cancel an order after it has been shipped, you will need to:

• Refuse Delivery: Inform the courier that you wish to refuse the package upon their delivery attempt. The package will then be returned to our warehouse.

• Contact Support: Immediately notify our support team of your decision to refuse delivery.

• Refund Process: Once the item is successfully returned to our warehouse and inspected, a refund will be processed according to our Return & Refund Policy, less any applicable return shipping fees if these apply outside of a trial period. Please note that original shipping charges (if applicable) are typically non-refundable in such cases.

Change of Address After Order Placement

We understand that circumstances can change. However, changing the delivery address after an order has been placed and especially after it has been shipped is highly complex and not always possible.

• Before Shipping: If your order has not yet been processed for shipping (i.e., still within the 1-2 business day processing window), please contact our support team immediately. We will do our best to update the address, though this is not guaranteed due to rapid processing.

• After Shipping: Once an order is shipped, the address cannot be changed by Unspoken Secrets or by the courier partner in most cases, due to security and logistical constraints. Attempting to reroute a package in transit often leads to delays, loss, or incorrect deliveries. In such scenarios, the customer will be responsible for coordinating with the courier or retrieving the package from the originally provided address. If the package is returned to us due to an incorrect or unchangeable address, additional shipping charges may apply for re-shipment, or a refund (minus shipping costs) may be processed as per our policy.

Returns: Specific Shipping Charges

While our Return & Refund Policy details the general terms for returns, it's important to clarify the shipping cost implications.

Beyond Trial Period Returns

Outside of the 14-day trial period returns for coffee machines (where we cover shipping), return shipping charges may apply on select products, decided on a case-by-case basis. This means for items like coffee accessories returned outside of a defect claim, or other specific scenarios not covered by our free return policy, you may be responsible for the cost of returning the item to us. Our support team will clearly communicate any applicable charges when processing your return request. This ensures fairness and covers the logistical costs involved in returns that do not fall under our primary free return categories.

Order Volume: Special Handling for Bulk

For customers looking to make substantial purchases, we offer tailored support. Please reach out to our Support Team for more information.

Bulk Order Processing

Bulk orders may be processed independently of our standard shipping policy. This is because large-volume orders often require specialized handling, different packaging, or alternative shipping methods (e.g., freight, multiple shipments). The processing times, shipping costs, and delivery timelines for bulk orders will vary based on the specific volume and destination.

Contact for Assistance

Please contact our support team for assistance with large-volume orders. Our team will work closely with you to understand your requirements, provide customized quotes for shipping, and ensure a seamless delivery process for your significant purchase. This dedicated approach ensures that even our largest orders receive the careful attention and efficient logistics they require.

Policy Amendments

Just as our commitment to quality coffee evolves, so too do our operational policies.

Right to Amend

Unspoken Secrets reserves the right to amend, modify, or update this Shipping Policy at its sole discretion at any point. These changes may be driven by improvements in our logistics, new partnerships, changes in shipping regulations, or to enhance customer service. Any revised policy will be effective immediately upon being posted on our website. 

We encourage you to review this policy periodically to stay informed about our shipping practices. Your continued use of our services after any modifications signifies your acceptance of the updated terms. We are committed to transparency and ensuring our policies clearly communicate our operational standards.

Unspoken Secrets is dedicated to making your coffee journey as smooth as possible, from our inventory to your cup. We thank you for your understanding and cooperation with our Shipping Policy.