Shipping policy

By placing an order on www.patoys.in, you agree to the terms outlined in this Shipping Policy. All clauses are interpreted fairly under Indian consumer law.

01Shipping Destination

PATOYS currently offers shipping services within India only. For international shipping inquiries, please contact help@patoys.in.

02Order Processing Time

Once an order is successfully placed, PATOYS requires approximately 2 business days to process it. During this time we:

Business days exclude weekends and public holidays. Orders placed on weekends or public holidays are processed on the next business day.

03Shipping Methods

PATOYS works with trusted logistics partners including Delhivery and VRL Logistics.

B2B and bulk orders are shipped through surface transport (VRL Logistics or another transport provider). The hub-collection and delivery terms in Sections 04 and 12 apply to such shipments.

04Delivery Timelines & Delay Policy

All delivery timelines mentioned are estimates and not guaranteed commitments. Delays may occur due to factors beyond PATOYS' control, including but not limited to:

Logistics/courier delays Weather/natural events Port congestion / import clearance Public holidays Regulatory/compliance processes

For large or heavy items (ride-on vehicles, ATVs, dirt bikes), delivery is performed via surface transport and may require customer coordination at the destination hub or doorstep unloading assistance — minor delays here are normal and not a service failure. For delivery status updates, WhatsApp: +91 80101 10811.

05Order Tracking

Once dispatched, a tracking number is sent via Email or WhatsApp. You can track your shipment on our Track Your Order page or directly on the logistics partner's portal.

06Shipping Charges

Exceptions — a PATOYS shipping charge applies only in these two cases:

Separately, for shipments sent through VRL Logistics or another transport provider, local delivery, door-delivery, ODA, unloading or storage charges levied by the transport provider at the destination are not PATOYS shipping charges; where applicable they are payable by the buyer directly to the transport provider (see Section 04).

What "Free Shipping" covers — ATVs, UTVs, Dirt Bikes and other large vehicles

The "Free Shipping" shown at checkout means PATOYS pays the full freight for transporting your order from our warehouse to the destination served by our logistics partner. For large vehicles shipped through VRL Logistics or another transport provider, this destination may be the transporter's hub or branch nearest to you, and not your doorstep.

Doorstep delivery from the hub, delivery to Out of Delivery Area (ODA) locations, unloading and storage are services provided and charged separately by the transport provider. Where applicable, these are payable by the buyer directly to the transport provider, as per its terms. PATOYS does not collect or receive any part of these charges.

The checkout page shows a standard "Free Shipping" label that cannot display these product-specific conditions. These conditions are shown on each product page before purchase, and the buyer accepts them by ticking the Terms & Conditions checkbox, which is mandatory to place an order.

Additional free shipping promotions may run during festival sales or stock clearance campaigns.

07Shipping Charge Refund Promotion

If you paid a shipping charge (per Section 06), you may get it refunded by:

1. Posting a product video on social media (Facebook, Instagram, X, LinkedIn, YouTube) or on the product page
2. Sharing proof via WhatsApp or email within 48–72 hours of delivery
3. After verification, the shipping charge is refunded to your original payment method

08Assembly Service

PATOYS offers optional doorstep assembly service for select products, starting at ₹450. See our Doorstep Assembly Service page for availability and booking, or contact customer support.

09Order Changes

Order modifications (such as address correction) can be requested before dispatch only. Once dispatched, no changes can be made.

10Address Responsibility

Customers are solely responsible for providing accurate and complete delivery details when placing an order.

Any delay, failed delivery attempt, re-attempt, or Return to Origin (RTO) due to:

Incorrect/incomplete address Unreachable contact number Customer unavailable at delivery Refusal to accept delivery

is treated as customer-caused and may attract additional forward and reverse shipping charges before any refund is processed.

11Delivery Attempts & RTO

Logistics partners typically make 2–3 delivery attempts. If the customer fails to accept delivery within these attempts, the shipment may be marked RTO (Return to Origin) — not eligible for free re-delivery, with forward and reverse shipping charges deducted before any refund. See our Return & Refund Policy for full RTO terms.

12Delivery Acceptance Policy

a) OTP Protocol

Share your delivery OTP only after visually inspecting the package for tampering, damage, or an already-open box — not before. Sharing the OTP with the delivery executive is treated as confirmation that the order was received in good condition.

b) POD (Proof of Delivery)

Once delivery is accepted without any written remark on the courier's POD, the shipment is considered successfully delivered in satisfactory condition. No transit damage or missing item claims can be entertained after acceptance without remarks.

c) Tampered or Damaged Packaging

If the packaging appears tampered or damaged at delivery, follow the Transit Damage & Tampered Delivery Protocol in our Return & Refund Policy. Failure to follow the prescribed steps may result in rejection of claims.

d) VRL / Transport Hub Collection

Shipments sent through VRL Logistics or another transport provider are handed over physically at the destination hub/branch or, where offered, at the doorstep. OTP verification may not apply.

At collection, the carrier may ask for the original LR (consignment) copy or LR number, a valid government ID proof (such as Aadhaar or PAN), and an authorization letter with an ID copy if someone else collects on your behalf — as per the carrier's terms.

The carrier does not offer open delivery: the box cannot be opened for inspection at the hub. Check the outer packaging (package count, seal, visible damage) before signing, and write any damage remark on the carrier's delivery receipt before signing. Record your unboxing video as soon as you open the package.

Please collect your shipment promptly. The carrier may levy storage/godown charges if it is not collected within the carrier's free period; such charges are set by the carrier.

13Transit Damage & Lost Shipments

If an order arrives damaged or is confirmed lost in transit:

For shipments delivered through VRL Logistics / transport

Transit damage claims are subject to verification by the logistics partner and/or insurance provider based on submitted evidence. PATOYS will assist in coordination; final resolution may depend on the logistics partner's assessment.

14Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the details of our Grievance Officer are published below:

15Communication & Support