1 Charges and serviceability
Delivery availability depends on the seller, goods, destination and available service. The complete Buyer price is displayed before payment. A seller may include delivery in product prices, offer a stated free-delivery threshold or charge a separately displayed flat delivery fee where enabled. Some order arrangements may use a separately quoted delivery service. The checkout and invoice must identify the applicable charge and supplier. We do not promise universally free delivery.
Seller's separate payment to ReelMart for booking a courier is not an undisclosed extra amount payable by Buyer. Free-delivery advertising does not make Seller's courier booking free. No courier or seller may demand an undisclosed addition to the order price on ReelMart's behalf.
2 Dispatch and delivery
The seller prepares and packs goods and supplies the dispatch estimate. Delivery estimates depend on the selected service and begin from the relevant dispatch/handover event as disclosed. A shipping label alone does not prove that the courier has received the goods. Delays may arise from incorrect addresses, service disruption or other events; this does not remove remedies required by law or an express delivery guarantee.
An order may travel in several parcels with separate tracking numbers and arrival dates. Delivery of one parcel does not establish delivery of the whole order. Tracking is available through the enabled account/tracking facilities; electronic notifications depend on valid contact details and channel availability.
3 Address problems and unsuccessful delivery
Buyers should provide a complete serviceable address and reachable recipient contact. Changes after dispatch may not be possible. If delivery fails, contact support promptly so the seller and carrier can investigate or arrange another attempt where available. An unsupported delivery scan is not conclusive proof against a genuine missing-parcel complaint.
A parcel may return to origin if delivery cannot be completed. Any proposed deduction for Buyer-caused redelivery or return costs must have been lawfully disclosed, reflect reasonable supported costs and allow a dispute. Charges caused by seller, ReelMart or carrier fault must not automatically be shifted to Buyer. No automatic forfeiture of the whole order payment applies.
4 Missing damaged or delayed goods
Please report visible damage, a wrong parcel or missing contents promptly, preferably within forty-eight hours, with available photographs and packaging details. This helps preserve carrier evidence; it is not a limitation of statutory rights or an absolute video requirement. Preserve packaging where reasonably possible. If unsafe, do not handle the contents unnecessarily.
Contact the seller using the order details. If the seller does not resolve it, contact our Grievance Officer (see the Grievance Policy); we will coordinate the investigation and applicable remedy under the Refund Policy. A Buyer is not required to pursue the courier alone or await an insurer's settlement before receiving a legally due remedy.
5 Seller booking and pricing
Before confirming a booking, Seller must see the service, parcel count, declared information, payable charge, applicable taxes and material cancellation/claim restrictions. Rates depend on route, carrier, service, packed weight and size. Chargeable weight may be the greater of actual and volumetric weight calculated using the carrier's disclosed method, with its applicable slab rounding. Do not assume one divisor applies to all carriers.
Each box may require its own booking and charge. Seller chooses the physical split and must accurately declare goods, dimensions, weight and value. Carrier limits apply to each parcel. ReelMart's quoted price can include its own margin and service fee and need not match its underlying carrier cost.
Where upfront payment or a funded shipping balance is required, booking proceeds after payment confirmation. A shipping balance is an advance/service ledger, not a bank deposit, and carries no interest. It must not be marketed as a general transferable wallet. Any proposed payment-instrument functionality needs a separate legal and provider assessment.
6 Adjustments cancellations and failed bookings
A weight, size, remote-area, return-to-origin, COD or other adjustment is chargeable only if its basis was disclosed for the booking and the amount is supported. ReelMart must provide the calculation and available carrier evidence. Seller may dispute within ten business days; later genuine errors remain reviewable. A disputed adjustment must be investigated before collection and cannot justify an arbitrary debit of unrelated goods proceeds.
Seller may request cancellation; carrier acceptance and timing determine whether costs have already been incurred. A cancelled order does not automatically cancel a booked shipment. ReelMart must reconcile the booking and refund recoverable unused charges less only lawful, previously disclosed, supported non-recoverable costs. Do not represent every cancelled booking as either fully refundable or wholly non-refundable.
If payment succeeds but no shipment is created, Seller must receive a clear failure status and the choice of an agreed retry or refund of the unprovided booking. For multiple parcels, retain successful bookings and reconcile each failed parcel separately. Do not charge twice for a retry of the same already-paid service. A ledger credit is not a completed cash refund; supply the refund reference and status where a refund is due. Unused refundable advance balance is returned on account closure after an itemised reconciliation.
7 Packing restrictions and carrier claims
Seller must use suitable packaging, lawful labels and required documents; declare dangerous/restricted contents; and use a service permitted to carry the goods. Do not book prohibited or undeclared hazardous items. Ordinary parcels must not be used for temperature-sensitive goods without a suitable supported service.
Seller must cooperate with a loss/damage claim and provide reasonable dispatch, packaging and value evidence. Carrier claim windows, exclusions, declared-value caps and insurance terms must be accessible before booking. Insurance applies only if expressly purchased or included and confirmed; an entered product value is not itself insurance. ReelMart will assist with claims and pass on compensation due to Seller with a reconciliation, avoiding double recovery. Carrier caps do not automatically cap ReelMart's separate liability for its own breach.
8 COD and seller-managed delivery
COD must be explicitly enabled for the service. Identify who collects and remits, the remittance timetable, fees and permitted deductions before booking. Records must distinguish collection, delivered status, remittance and refunds. A delivery scan alone does not prove remittance.
Where Seller arranges its own courier, Seller supplies accurate tracking, handles carrier charges and coordinates Buyer remedies. ReelMart must accurately identify its limited role in that shipment while continuing to provide Platform complaint support and meet its own duties.