Policy Overview
- Shipping timelines vary for ready-stock, made-to-order, custom, bulky, fragile, and project orders.
- Ready-stock orders are typically dispatched after payment verification, quality check, and secure packaging.
- Made-to-order and custom lighting products require production and quality-control time before dispatch.
- Customers must inspect packages at delivery and report transit damage quickly with photographs and unboxing evidence.
Scope and Serviceability
This Shipping & Delivery Policy applies to orders placed with Royace Lighting through our website, payment link, written quotation, or authorised sales channel. We currently deliver to serviceable PIN codes in India through courier, surface cargo, specialist freight, supplier dispatch, or local delivery partners. International shipping, if offered, is subject to written quotation, export documentation, customs duties, and destination-country rules.
Order Processing and Dispatch Timelines
Dispatch starts only after successful payment verification, order acceptance, customer detail confirmation, stock or production confirmation, quality check, and packaging. Timelines are estimates and may vary by product type, destination, and operational conditions.
| Order Type | Processing Before Dispatch | Typical Dispatch Timeline |
|---|---|---|
| Ready-stock lighting | Payment verification, quality check, packing, invoice generation | Usually 3 to 7 business days |
| Made-to-order lighting | Material procurement, assembly, finishing, curing, testing, quality check, packing | Usually 3 to 8 weeks, or as stated in quotation |
| Custom or bespoke lighting | Design approval, site-specific specifications, procurement, production, testing, packing | As agreed in writing based on project scope |
| Spare parts and small accessories | Availability check, packing, invoice generation | Usually 2 to 5 business days where available |
| Bulk, project, or multi-piece orders | Batch planning, inspection, freight coordination, insurance or special packing where applicable | As communicated by our team |
Delivery Timelines After Dispatch
| Destination Type | Typical Delivery Timeline After Dispatch |
|---|---|
| Metro and major cities | Usually 3 to 7 business days |
| Other serviceable cities and towns | Usually 5 to 12 business days |
| Remote, ODA, hill, island, or limited-service locations | Usually 10 to 21 business days or more |
| Large chandeliers, fragile freight, or surface cargo | Timeline depends on route, handling, cargo schedule, and site access |
Shipping Charges, Taxes, and Additional Costs
Shipping charges may be included, shown at checkout, added to quotation, or charged separately depending on product size, weight, destination, packing requirements, insurance, installation support, or delivery mode. GST and other applicable taxes will be handled as per law and invoice terms.
Additional charges may apply for remote delivery, re-delivery, address change after dispatch, special packing, wooden crating, stair carry, difficult access, special vehicle, warehousing delay, installation visit, or delivery attempts outside standard service terms.
Tracking and Delivery Communication
Once an order is dispatched, we may share tracking details by email, SMS, WhatsApp, customer account, or phone. Tracking updates are dependent on the logistics partner and may not always update in real time, especially for surface cargo or specialist freight.
Customers must remain reachable on the registered phone number. Delivery partners may contact you for address confirmation, OTP, delivery scheduling, or location assistance.
Delivery Inspection and Proof of Delivery
- Check the outer packaging condition before accepting delivery.
- If visible damage, tampering, wetness, crushing, or shortage is noticed, mention it on the courier proof of delivery where possible and take photographs before opening.
- Open fragile lighting packages carefully and record a continuous unboxing video where possible.
- Report transit damage, wrong product, missing parts, or shortage within 48 hours of delivery with order ID, photographs, packaging images, and video evidence.
If delivery is accepted without remarks and the issue is reported after installation or disposal of packaging, claim approval may be difficult and may depend on available evidence.
Failed Delivery, Incorrect Address, and Re-Delivery
If delivery fails because the customer is unavailable, address is incorrect, phone is unreachable, premises are closed, payment balance is pending, or delivery is refused without valid reason, additional storage, return-to-origin, re-dispatch, or re-delivery charges may apply.
Address changes after dispatch may not be possible. If the logistics partner permits address change, additional charges and delays may apply.
Fragile, Bulky, and White-Glove Deliveries
Chandeliers, glass shades, crystal lighting, large pendants, and luxury fixtures may require special packaging, multi-box dispatch, wooden crating, freight handling, or appointment-based delivery. These shipments may be heavier, slower, and more sensitive than standard parcels.
White-glove delivery, installation assistance, unpacking, assembly, ceiling mounting, electrical connection, or site coordination is provided only if specifically mentioned in writing and may be chargeable.
Installation and Site Readiness
Delivery does not include installation unless stated in the order confirmation or invoice. Customers must ensure safe storage after delivery, proper ceiling support, electrical readiness, lift or stair access, availability of authorised representatives, and qualified electrician support.
We are not responsible for damage caused after delivery by improper storage, mishandling, installation errors, site dust, moisture, electrical faults, voltage fluctuation, unauthorised alterations, or third-party service providers.
Delays and Force Majeure
We work to meet communicated timelines, but delays may occur due to material availability, artisan production, quality rejection, finishing time, courier capacity, transport disruption, public holidays, extreme weather, strikes, government restrictions, payment verification, customer approval delays, or force majeure events.
For made-to-order and custom products, quality and safe packaging may take priority over speed. We will make reasonable efforts to keep customers informed of significant delays.
Products Damaged in Transit
Transit damage claims are handled under this policy and our Refund & Cancellation Policy. Customers must preserve packaging, avoid installation, and report the issue within the stated timeline. After verification, we may arrange repair, replacement part, replacement product, reverse pickup, insurance claim, or refund depending on the facts and product availability.
Shipping Support
For shipping queries, delivery support, address corrections, or damage reporting, contact inquiry@royace.in or +91 98916 19199. Support timings: Monday to Saturday, 10:00 AM to 7:00 PM IST. Please include order ID, invoice number, registered phone number, delivery address, photographs, and tracking details where available.