Shipping policy

Effective Date: Dec 2025

This Shipping Policy explains how Keystone NeoGreens Private Limited ("NeoGreens", "we", "our", or "us") processes and delivers orders placed through our website www.neogreens.com.

By placing an order, you agree to the terms outlined below.

 

1. Order Processing

  • Orders are processed within 1–2 business days after successful payment confirmation.
  • Orders placed on Sundays or public holidays will be processed on the next working day.
  • During product launches, sales, or festive seasons, order processing may take an additional 1–2 business days.

 

2. Shipping Coverage

NeoGreens currently ships across India through trusted courier and logistics partners.

International shipping is currently unavailable and will be introduced in the future.

 

3. Estimated Delivery Time

Delivery Location

Estimated Delivery Time

Metro Cities

3–6 Business Days

Tier II & Tier III Cities

4–8 Business Days

Remote & Rural Locations

7–10 Business Days

Delivery timelines are estimates and may vary due to weather conditions, public holidays, courier delays, or other unforeseen circumstances.

 

4. Shipping Charges

  • Free shipping may be offered on eligible orders, as displayed during checkout.
  • Any applicable shipping charges will be calculated and displayed before payment is completed.

 

5. Order Tracking

Once your order is dispatched, you will receive:

  • Order dispatch confirmation
  • Shipment tracking number
  • Courier partner details
  • Tracking link via Email and/or SMS/WhatsApp (where applicable)

 

6. Delivery Attempts

Our logistics partners generally make up to three delivery attempts.

If delivery is unsuccessful due to:

  • Incorrect address
  • Customer unavailability
  • Refusal to accept delivery

the shipment may be returned to our warehouse. Re-shipping charges, if applicable, will be borne by the customer.

 

7. Address Accuracy

Customers are responsible for providing accurate:

  • Full name
  • Shipping address
  • Landmark (if applicable)
  • PIN code
  • Mobile number
  • Email address

NeoGreens shall not be responsible for delays or failed deliveries resulting from incorrect or incomplete information provided by the customer.

 

8. Damaged or Tampered Packages

If your package appears damaged, tampered with, or opened at the time of delivery:

  • Refuse the delivery, if possible.
  • Take clear photographs of the package.
  • Record an unboxing video if the package is accepted.
  • Contact us within 24 hours of delivery.

Claims reported after this period may not be eligible for review.

 

9. Delayed or Lost Shipments

If your shipment has not arrived within the estimated delivery timeline, or if it is marked as delivered but has not been received, please contact us within 48 hours.

We will coordinate with the courier partner to investigate and provide an appropriate resolution.

 

10. Circumstances Beyond Our Control

Delivery timelines may be affected by events beyond our reasonable control, including but not limited to:

  • Severe weather conditions
  • Natural disasters
  • Government restrictions
  • Strikes
  • Public holidays
  • Transport disruptions
  • Courier operational issues

NeoGreens shall not be liable for delays arising from such circumstances.

 

11. Non-Serviceable Locations

If your delivery address falls outside the serviceable network of our courier partners, we reserve the right to cancel the order. In such cases, a full refund will be issued to the original payment method.

 

12. Contact Us

For any shipping, delivery, or order-related queries, please contact:

Keystone NeoGreens Private Limited

Email: care@neogreens.com

Customer Support: +91 90109 00043

Business Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST (excluding public holidays)

We aim to respond to all customer queries within 24–48 business hours.

 

13. Policy Updates

Keystone NeoGreens Private Limited reserves the right to modify or update this Shipping Policy at any time without prior notice. Any changes will be effective immediately upon publication on our website. Customers are encouraged to review this policy periodically.