Shipping & Delivery Policy
Last updated: March 2025
About Our Shipping Process
At Dhuruva Global Naturopathy Hospital, we understand that the quality and freshness of naturopathic products are critical to their therapeutic effectiveness. Our shipping and delivery process has been carefully designed to ensure that every product — whether herbal oils, therapeutic supplements, Varmam formulations, or customized wellness preparations — arrives at your doorstep in optimal condition, maintaining its potency and shelf life.
We work with trusted courier partners and employ eco-friendly, protective packaging materials to safeguard your products during transit. Every order is tracked from our facility in Coimbatore to your home, and we maintain transparent communication throughout the delivery process so you're always aware of your shipment's status.
Whether you're ordering our signature healing oils, herbal dietary supplements, specialized Varmam preparations, or customized herbal formulations prepared specifically for your health condition, our logistics team ensures safe and timely delivery across India and select international destinations.
1. Overview
Dhuruva Global Naturopathy Hospital (DGNH) ships naturopathic products, herbal medicines, wellness supplements, oils, and Varmam formulations across India. We are committed to delivering your orders safely, promptly, and in perfect condition.
2. Shipping Locations
- We currently deliver to all major cities and towns across India.
- International shipping is available to select countries — please contact us at info@dhuruvahealth.com for international orders.
- We do not ship to P.O. Box addresses.
3. Processing Time
- Orders are processed within 1–2 business days of payment confirmation.
- Custom or personalised herbal formulations may take an additional 2–3 business days to prepare before dispatch.
- Orders placed on Sundays or public holidays will be processed the next working day.
- You will receive an email/SMS with tracking details once your order is dispatched.
4. Delivery Timelines
| Delivery Type | Estimated Time | Applicable For |
|---|---|---|
| Standard Delivery | 5–7 business days | All India |
| Express Delivery | 2–3 business days | Metro cities (Chennai, Coimbatore, Bengaluru, Mumbai, Delhi, Hyderabad) |
| Same-Day Delivery | Within 24 hours | Coimbatore city limits only (orders placed before 12 PM) |
| International Shipping | 10–20 business days | Select countries (contact us) |
* Timelines are estimates and may vary during peak seasons, festivals, or unforeseen circumstances.
5. Shipping Charges
- Free shipping on all orders above ₹999 within India.
- Orders below ₹999 will attract a flat shipping fee of ₹60 for standard delivery.
- Express delivery charges: ₹120 (additional over standard).
- Same-day delivery in Coimbatore: ₹80.
- International shipping charges are calculated at checkout based on destination and weight.
6. Cash on Delivery (COD)
- COD is available for orders up to ₹5,000 within India.
- A COD handling fee of ₹40 is applicable per order.
- COD is not available for personalised herbal formulations or international orders.
7. Packaging
- All products are carefully packaged to preserve their potency and shelf life.
- Liquid preparations (oils, tonics, syrups) are securely sealed and cushioned to prevent leakage during transit.
- We use eco-friendly packaging materials wherever possible, in line with our naturopathic values.
8. Tracking Your Order
- Once dispatched, you will receive a tracking number via email and SMS.
- You can track your order on our website or directly on the courier partner's website.
- For any tracking issues, contact us at info@dhuruvahealth.com.
9. Damaged or Incorrect Orders
- If you receive a damaged, expired, or incorrect product, please notify us within 48 hours of delivery with photographs of the product and packaging.
- We will arrange a free replacement or full refund at our discretion after verification.
- Do not discard the original packaging or product before contacting us — it assists in our investigation.
10. Returns
- Unopened products in their original packaging may be returned within 7 days of delivery.
- Products that have been opened, used, or whose seals have been broken are not eligible for return due to health and safety standards.
- Return shipping costs are borne by the customer unless the return is due to a DGNH error.
- Refunds for eligible returns will be processed within 7–10 business days of receiving the returned product.
11. Frequently Asked Questions
How do I track my order?
Once your order is dispatched, you'll receive a tracking number via email and SMS within 2-4 hours. You can use this number to track your package in real-time on our website or your courier partner's tracking portal. Our tracking system updates automatically as your package moves through different sorting facilities, leaves the warehouse, reaches local hubs, and finally arrives for final-mile delivery. If you experience any delays or tracking anomalies, our customer support team can provide detailed status updates and estimated delivery windows. We recommend checking tracking status daily during the delivery window, particularly if you have time constraints or need to arrange someone to receive the package.
What if my order doesn't arrive on time?
While our estimated delivery timelines are generally accurate, unforeseen circumstances such as weather delays, courier service disruptions, municipal strikes, festival season surges, or infrastructure issues can occasionally occur. If your order exceeds the estimated timeline by more than 2-3 business days, contact our support team immediately with your order number and tracking details. We will investigate the exact status with our courier partner, trace the package, and provide you with a concrete resolution. Depending on the situation and the duration of the delay, we can offer you a replacement shipment at no extra cost, a full refund with return of the original package, or a partial store credit toward your next purchase. We take delivery timeliness seriously because naturopathic products are often ordered to address specific health needs, and we want to ensure you receive your therapeutic preparations without unnecessary delays.
Can I change my delivery address after placing an order?
Address changes are possible only within 12 hours of placing an order and only if the order hasn't entered the dispatch queue for picking and packing. The window is tight because our fulfillment team works quickly to prepare orders for same-day or next-day processing. Please contact us immediately if you need to change your address — call our support line or email with your order number and the new delivery address. Our team will check the fulfillment status and attempt the change. Once dispatch begins and packages leave our warehouse, address changes are technically not possible through our system, and you'll need to arrange a return and re-order to the correct address, or coordinate collection from the originally specified address if possible. For this reason, we strongly recommend double-checking your address during checkout to avoid this situation.
Are your products insured during transit?
All orders are automatically shipped with our courier partners' standard insurance coverage included at no extra charge. This covers damage, loss, or complete non-delivery of your package, with typical coverage values based on the declared shipment value. For high-value orders (above ₹10,000) or specialized customized herbal formulations with longer preparation times and higher material costs, we recommend purchasing additional premium insurance coverage. This extended insurance protects against loss, theft, severe damage, or total non-delivery with higher claim payout limits. When you opt for additional insurance, the premium is calculated at checkout based on the package's declared value and destination. If any damage or loss occurs, we assist you in filing the insurance claim, provide required documentation, and follow up to ensure you receive your claim payout. Contact us with specific insurance requirements for your order, and we'll provide a detailed quote.
Do you ship to rural areas?
Yes, we deliver to most rural areas, towns, and villages across India through our extensive courier network partnerships. Delivery times for rural and remote locations may be longer than metro cities — typically 10-14 business days for very remote regions compared to 5-7 days for urban centers — because packages must travel through multiple distribution hubs and local sorting centers. Connectivity and infrastructure accessibility affect delivery timelines. Before placing an order from a very remote or rural location, we strongly recommend reaching out to our support team to confirm delivery feasibility and obtain a more precise delivery estimate. Some extremely remote areas (high mountains, islands, or regions with very limited road access) may not be served by our courier partners, in which case we can provide alternative shipping options or special arrangements. We pride ourselves on serving all parts of India, and our logistics team works hard to extend coverage to underserved areas.
What is your packaging designed to protect?
Our packaging is specifically engineered to protect the potency, efficacy, and shelf life of naturopathic and herbal products during transit. Liquid preparations such as therapeutic oils, herbal tonics, Ayurvedic syrups, and medicinal decoctions are the most vulnerable to damage — any leakage or spillage compromises the entire product and can damage other items in the shipment. We use heavy-duty cushioning, multiple layers of sealing, and rigid outer boxes to prevent leakage. Powders and tablets are less vulnerable but still need protection from moisture and crushing. We include desiccant packets to absorb any ambient moisture during transit, and we wrap fragile items individually. All products are kept away from extreme temperatures and direct sunlight by using insulated liners during hot seasons. Our packaging also includes clear labeling with product names, batch numbers, expiration dates, and handling instructions so you can verify product authenticity upon arrival. Every package is sealed with tamper-evident tape so you know it hasn't been opened or compromised before reaching your home.
How do I know if a package has been damaged during transit?
Inspect your package immediately upon delivery, while the courier representative is still present if possible. Check for visible damage to the outer box such as dents, crushed corners, tears, wet spots, or leaking seals. Open the package carefully and inspect all items — look for broken bottles, spilled liquids, crushed tablets, or torn packets. If the contents smell off, show signs of contamination, or appear compromised in any way, do not use the product. Take clear photographs of any damage, both of the outer packaging and the damaged items inside, including close-ups of affected areas. Note the date and time of delivery. Contact our support team within 48 hours with your order number, photos, and a description of the damage. We will verify the damage, apologize for the inconvenience, and immediately process a replacement shipment or refund at our discretion. Keep the original packaging and damaged items until we confirm the resolution — they assist our logistics team in investigating what went wrong and help us improve our packaging procedures.
Can I have my order shipped internationally?
Yes, we ship to select countries outside India, but international orders require special handling, customs documentation, and longer delivery times. International shipping is available to most countries in South Asia (Sri Lanka, Nepal, Bangladesh), Southeast Asia (Thailand, Malaysia, Singapore), the Middle East (UAE, Saudi Arabia), the United Kingdom, the United States, Canada, and Australia. Delivery times for international orders range from 10 to 20 business days depending on the destination country and customs processing times. International shipping costs are significantly higher than domestic shipping because they cover international courier service premiums, customs clearance fees, documentation, and insurance. Costs are calculated based on package weight, destination country, and selected service level (standard vs. expedited). Before placing an international order, we recommend contacting us at info@dhuruvahealth.com to discuss shipping options, costs, delivery timelines, and any product restrictions that may apply to your destination country (some countries have restrictions on herbal medicines, supplements, or specific ingredients). We handle all customs documentation and ensure compliance with destination country import regulations.
What payment methods do you accept for shipping?
We accept multiple payment methods for your convenience, including all major credit and debit cards (Visa, Mastercard, American Express), digital wallets (Google Pay, Apple Pay, Samsung Pay), net banking (transfer from any Indian bank account), and Cash on Delivery (COD) for orders up to ₹5,000. When you select COD, the courier will collect payment at your doorstep when delivering your package. A COD handling fee of ₹40 is added to your order total to cover the courier's processing costs. COD is not available for customized herbal formulations (which require prepayment to begin preparation) or for international orders (which require advance payment to arrange international courier service). Payment processing is secure and encrypted through our trusted payment gateway partner. For any payment-related issues, refunds, or clarifications, our team is available to assist you.
What should I do if my order never arrives?
If your order fails to arrive within the maximum estimated delivery timeline plus 3-5 additional business days, it may be lost in transit. First, contact our support team with your order number and tracking ID. We will trace the package with the courier partner to determine its last known location and status. The courier will initiate a trace and investigation, which typically takes 7-10 business days to confirm whether the package is definitively lost or delayed. Once the courier confirms the package is lost, we will file a claim with the courier's insurance and provide you with a replacement shipment at no extra charge or a full refund, whichever you prefer. We handle all insurance claim documentation on your behalf. If a replacement shipment is arranged, we ensure it ships with additional insurance and expedited service. To minimize the risk of lost packages, we recommend opting for insurance on high-value orders, using tracked delivery services, and requesting delivery signature confirmation for packages over ₹5,000.
12. Contact Us
For shipping queries or order support, please reach out to us:
- 📧 Email: info@dhuruvahealth.com
- 📞 Phone: +91 93421 99338
- 🕐 Support Hours: Monday – Saturday, 9:00 AM – 6:00 PM IST