Aperture Telescopes Shipping Policy
Nationwide Shipping
Aperture Telescopes collaborates with a trusted logistics provider to minimise risks of shipping damage. We use Delhivery courier services (via Bigship courier aggregator) for shipping across India. All shipments are insured to the maximum extent possible. Packages are shipped using surface transportation by default. Air transportation can be requested for small or medium packages at an additional cost.
Order Processing
In-stock products: Shipped within 3 working days of receiving the confirmed order. An order is considered confirmed on the date when entire amount including price, GST as well as shipping cost is received in our bank account.
Made-to-order products: Products which have a lead time for manufacturing will be shipped as per completion date promised. Manufacturing times for optics, made to order telescopes varies as per the size of the product as well as current orders in hand. Please ascertain the lead times for your product before ordering.
Shipping Timeline
Minimum Delivery Timeline – 6 Days, Maximum Delivery Timeline – 12 Days
Please add five additional working days for delivery to the north eastern states and other remote locations in India.
Courier Responsibility: We are not responsible for transit or delivery delays caused by third-[arty courier services. We have no control over their service and operations. Customers may opt for their own preferred courier and arrange pickup from our workshop.
You are requested to provide a working telephone number for coordination with the delivery personnel at the time of delivery, at the address provided. The telephone number will be used to send an OTP for delivery confirmation. We do not guarantee calls from delivery personnel at the time of delivery. If a package is returned due to delivery failure, re-shipping charges will apply. Tracking IDs will be provided, and it is the customer’s responsibility to track their shipment.
Preventative shipping measures
We, at Aperture Telescopes take essential proactive steps to prevent shipping damages to safeguard shipments and minimise financial losses for customers. Here are the practical steps we take to enhance the protection of goods during transit.
Quality packaging: We invest in durable, high-quality packaging materials that can withstand the rigours of transport. We use sturdy boxes, bubble wrap, and PP foam inside cartons to cushion items and prevent movement inside the package.
Secure wrapping: We ensure each item is securely wrapped to provide additional protection from humidity and water. Telescopes are fragile items and we ensure thick PP foam inside to prevent shocks and vibrations, as well as sharp objects poking inside the package,
Proper labelling: We clearly label packages with “Fragile,” “Handle with Care,” or “This Side Up” indicators where appropriate. This alerts handlers to the need for special care during transport.
Shipping insurance: We insure all our shipments to the greatest extent available. We select shipping options that match the sensitivity of your products. For high-value or fragile goods, we consider using express shipping or services with enhanced handling and shorter transit times.
Shipping costs
Shipping cost needs to be ascertained from us beforehand. Shipping costs depend on the product, destination, whether the packages are to be wood-crated. Shipping costs need to be paid before we can ship the products to you.
Shipping costs, even if included in the price or in case of free shipping, do not include any local levies, entry tax, octroi, duty charged at your destination. These are to be paid by the customer. Any statutory documents required under your local laws will need to be submitted in advance. In case a shipment is held up in transit due to lack of proper documentation, it will be your responsibility to clear and complete all formalities to release the shipment from the authorities or agencies.
We take all efforts to execute the ship the order in time, but we are not responsible for any delay in delivery of the order for the reasons beyond our control. There will be no refund or compensations for such delay.
For further queries, please send an e-mail to aperturetelescopes@gmail.com. Please mention your order number for easy reference. Alternatively, you may contact us on 9810274724.
Workshop Pickup
Ordered products can be picked up from our workshop located at 75/1, Manesar, Gurgaon, Haryana – 122051. Pickup can be scheduled on any weekday except Tuesdays. We are closed on Tuesdays. Pickup time is from 2pm to 5pm in the afternoon. Please do take note our holidays schedule for the year which is published on our website.
Workshop pickup is available only after the product had been fully paid for, including price and GST and is transferred in our bank account. Pickup at our workshop can be scheduled only after the order processing is completed at our end and we have sent confirmation that the order can be picked up from our workshop.
Kindly ascertain from us the product packaging dimensions, number of packages and their gross weight. Some of the product packages may not fit inside your vehicle at the time of pickup.
Local Delivery in the NCR area
Local shipping in the NCR area can be completed using apps such as Porter, Uber etc. The pickup can be scheduled only after the order processing is completed at our end and we have sent confirmation that the order can be picked up from our workshop. Kindly ascertain from us the product packaging dimensions, number of packages and their gross weight. The payment for this service is entirely your responsibility at the time of delivery.
For the purposes of entering the pickup location in such apps, you could search for ‘Aperture Telescopes’ as the pickup point. Alternatively you could enter this address – Plot No 75, Sector 1, Manesar, landmark – opposite Ompee World School.
What to do when items are damaged during shipment
- Inspection upon receipt
A thorough inspection upon receiving a shipment serves as the primary defence against potential shipping damages. This step is vital for identifying any issues early on, significantly influencing the resolution process. To ensure a comprehensive inspection, consider the following checklist:
Visible packaging damage: Check for any tears, dents, or water damage on the packaging, which could indicate mishandling during transit.
Discrepancies in item count: Verify the number of items received against the shipment documentation to ensure nothing is missing.
Product integrity: Look for any signs that the products themselves might be damaged or compromised in any way.
- Documenting damage
Accurate documentation plays an essential role in the process of addressing shipping damages. It serves as the foundation for any claims you may need to file or when seeking return shipping for damaged goods. Here’s how to effectively document damage to support your case:
Photographs: Capture clear, detailed photos of the damage from multiple angles. This visual evidence should showcase the extent of the damage to both the item and its packaging.
Descriptions: Write down a comprehensive description of the damage. Include specifics about where and how the item is damaged, and if possible, hypothesise about what might have caused the damage based on the condition of the packaging and the item itself.
Timestamps: Record the date and time when the damage was discovered. This information can be crucial in establishing a timeline and proving that damage during shipping occurred, rather than after the item was received.
- Contacting the carrier
Upon discovering the damage, promptly contacting the shipping carrier is crucial as it initiates the resolution process. Here’s how and when to effectively engage with the carrier:
Immediate contact: As soon as the damage is documented, contact the carrier’s customer service. The sooner you report the issue, the quicker the resolution process can begin.
Preparation: Have all your documented evidence, such as photographs, descriptions, and any relevant shipment details, readily available. This includes tracking numbers, shipment dates, and any correspondence related to the shipment.
Clear communication: When speaking to customer service, be clear and concise about the issue. Describe the damage, when it was discovered, and what you have documented. Be specific about what resolution you are seeking, such as a shipping refund, a return, or initiating a shipping damage claim.
Follow-up: After your initial contact, keep a record of whom you spoke with, the date and time of the conversation, and any resolutions or next steps provided. Follow up if you do not receive a response within the carrier’s stated timeframe.
- Filing a claim
Navigating the process of filing a shipping damage claim is also important because it enables you to seek compensation or resolution for the damaged goods, ensuring that your business and customer interests are protected. Here’s a structured approach to ensure your claim is filed effectively:
Gather documentation: Collect all necessary documents that support your claim. This includes your documented evidence of the damage (photos, descriptions, timestamps), the original shipping documentation (tracking number, shipment details), and any correspondence with the carrier about the damage.
Understand insurance coverage: Familiarise yourself with the specifics of what your shipping insurance does cover. Review your policy or the carrier’s insurance options to determine the extent of coverage for damaged items. This knowledge will guide your expectations and the details of your claim.
Submit the claim: Contact the carrier for the correct form or online portal access to submit a damage claim. Fill out the claim form meticulously, attaching all your gathered documentation. Ensure your claim clearly states the nature of the damage, the proposed value of the loss, and the outcome you are seeking (such as a refund, replacement, or repair).
Adhere to deadlines: Be aware of the carrier’s deadlines for filing a claim. Carriers often have specific timeframes within which claims must be submitted following the receipt of the shipment. Submitting your claim within these timelines is crucial to its acceptance and processing.
Follow-up: After submitting your claim, keep track of the submission date and any claim reference numbers. Follow up with the carrier if you do not receive acknowledgement of your claim or if the review process extends beyond the carrier’s typical processing time.
- Resolving the issue
The resolution of a shipping damage claim can lead to various outcomes, such as refunds, replacements, or repairs for the damaged item. Navigating these options requires a clear understanding of the carrier’s policies on handling damaged deliveries. Here’s how you can approach each potential resolution:
Refunds: If a refund is offered, ensure it covers the total value of the item as well as any shipping costs incurred. It’s essential to clearly understand the item’s value and communicate this during the claims process.
Replacements: For replacements, verify with the carrier the timeline for the new item to be shipped and any additional details relevant to the replacement process. This ensures your customers are informed and can anticipate the arrival of their new item.
Repairs: In cases where repairs are feasible, discuss with the carrier the logistics of getting the item repaired, including who will bear the repair costs and how the item will be transported to and from the repair facility. Ensuring that the repair option only incurs additional costs to you or your customer with prior agreement is crucial.
Regardless of the outcome, effective communication with the carrier is vital to understanding your options and advocating for the best resolution. Additionally, keeping your customers informed throughout the process helps manage their expectations and maintains their trust in your business.
- The responsibility of Aperture Telescopes ceases at the time of handing over the shipment to the courier pickup. All subsequent damages or lost shipment would be handled by the courier company. We, Aperture Telescopes consistently insure all the shipments to the greatest insurance offered by the courier company, viz. Delhivery. All claims regarding damaged or lost shipment, damaged or lost products must be addressed to Delhivery. Kindly go through their complete terms and conditions for claims at this link – https://www.delhivery.com/direct/app/terms