CustomPC Private Limited Shipping and Delivery Policy

Effective Date: 14 August 2026

This Shipping and Delivery Policy outlines the processes and expectations for the delivery of Custom PC Builds (BTO), Pre-Built Systems, Standalone Components, and Accessories purchased from CustomPC Private Limited (A Roger N Reckon Company), ("We," "Us," or "the Company" or "CPC").

1. Order Processing Time

The processing time is dedicated to ensuring product availability, serial verification, and the quality and stability of your high-value system before shipment.

1.1. Custom PC Builds (BTO) & Pre-Builds:
- Processing Time: 7–10 Business Days (Standard).
- Details: Includes component procurement, professional assembly, comprehensive Quality Assurance (QA) testing, benchmarking, and secure packaging. Crucially, if a component fails during the QA process, the time required to re-order and replace the part will extend this processing estimate. Customers will be notified immediately of any such delay. Shipping time begins only after final QA is complete.
1.2. Computer Components & Accessories:
- Processing Time: 2–10 Business Days (Standard).
- Details: Includes component procurement, serial number logging, testing, and secure packaging.

2. Shipping Methods and Delivery Estimates

All orders are shipped using authorized courier partners and Secure Freight methods, which include specialized handling, robust packaging, and high-value insurance options to ensure maximum protection.

2.1. Custom PC & Express Freight:
- Estimated Transit Time: 2–10 Business Days (Varies by Location).
- Details: Optimized for the safe transport of fully assembled systems and sensitive components. Includes extra internal packaging, insurance options, and specialized courier handling.
2.2. Delivery Notes: Delivery times are estimates and may vary due to unforeseen circumstances, location, or carrier delays.
2.3. Force Majeure and Unforeseen Delays (Nature Clause): CustomPC Private Limited is not liable for delays in processing or transit caused by circumstances beyond our reasonable control (known as Force Majeure events). These events include, but are not limited to, natural disasters (floods, earthquakes), civil unrest, government action, transportation network failures, severe weather, courier strikes, or widespread public health emergencies. In the event of such a delay, we will communicate the situation promptly and work to complete the delivery as soon as safely possible.

3. Shipping Charges

3.1. Calculation: Shipping charges for orders are calculated based on weight, package dimensions, destination, and the required secure freight service level.
3.2. Visibility: All applicable shipping charges will be clearly displayed during the checkout process before payment confirmation.

4. Order Tracking and Component Security

4.1. Shipping Confirmation: Once your order has completed processing/testing and is shipped, you will receive a Shipping Confirmation email containing:

1. The name of the specialized courier company.

2. Your unique Tracking Number.

3. A direct link to the courier's website to monitor your shipment's progress.
4.2. Component Security Note: To protect against return fraud and mismatched claims, all individual components have their unique Serial Numbers (S/N) scanned, logged, and photographed prior to dispatch.
4.3. BTO Notification: For Custom PC Builds, you will receive a separate notification when the internal build and QA process is complete and the system is ready for dispatch.

5. Optional Shipping Insurance and Risk of Loss

CustomPC Private Limited's standard shipping services do not include full insurance against loss or damage in transit. The risk of loss and title for your purchase passes to you, the customer, upon our delivery of the merchandise to the carrier.

5.1. Risk for Uninsured Shipments: If you choose not to purchase Secure Shipment Insurance, you assume all risk of loss, damage, or theft after the parcel is picked up by the courier. CustomPC Private Limited will not be responsible for providing a refund or replacement for lost packages that were shipped uninsured. Customers with uninsured packages must file a claim directly with the carrier.
5.2. Secure Shipment Insurance (Highly Recommended): You have the option to purchase Secure Shipment Insurance during the checkout process, which covers the full value of your purchase.
5.3. Definition of Loss (Insured): For insured shipments, a package is considered lost if tracking information has not updated for 10 consecutive business days after the last known scan, or if the carrier explicitly confirms loss.
5.4. Insured Resolution: If an insured shipment is confirmed lost, CustomPC Private Limited will handle the claim with the carrier and, at your choice, either issue a full refund or dispatch an immediate replacement (subject to component availability).

6. Critical Inspection, Tampering, and Damage Protocol

Due to the size, value, and sensitive nature of computer electronics and complete PC systems, strict adherence to this inspection protocol is mandatory for any damage or loss claims:

6.1. Mandatory External Inspection: Before signing the delivery receipt or providing the One-Time Password (OTP) to the delivery agent, you must visually inspect the exterior of the packaging for any signs of tampering, crushing, punctures, water damage, or re-sealing.
6.2. Tampering/Theft Protocol: If the exterior shows clear signs of being opened, re-taped, or if the weight feels significantly lighter than expected, you must immediately open the package in the presence of the delivery agent to confirm contents.
- If the contents (components or Custom PC) are missing or replaced with another item, you must refuse the delivery immediately.
- You must immediately notify CustomPC Private Limited Support at sales@custompc.in.
6.3. Notation on Receipt: If any external damage or suspected tampering is observed (even if you accept the package), you must immediately notify the delivery agent and make a clear notation on the courier's delivery receipt (e.g., "Package Tampered - Subject to Internal Inspection").
6.4. Reporting Timeline: All suspected damages or tampering must be reported to sales@custompc.in within 4 hours of acceptance or refusal with photographic or video evidence. Failure to follow these steps may void our ability to file a claim with the carrier and could affect the resolution of your issue.
6.5. Mandatory Unboxing Video: For all component, accessory, and system deliveries, customers are strongly advised to record a continuous, unedited unboxing video from parcel receipt to physical inspection. This serves as primary verification for any missing item or physical transit damage claims.

7. Incorrect Items Received (Fulfillment Errors)

If you receive a product or PC system that is factually different from the specification ordered and invoiced, follow this procedure:

7.1. Reporting: Contact CustomPC Private Limited Support at sales@custompc.in within 24 hours of delivery, providing your order number and clear photographs of the received items/system and the shipping label.
7.2. Resolution: Upon confirmation of a fulfillment error on our part, we will arrange for the immediate collection of the incorrect item/PC and the expedited shipment of the correct order at zero cost to the customer.

8. Incorrect Delivery Address

8.1. Customer Responsibility: It is the customer's responsibility to ensure the shipping address provided during checkout is accurate and complete.
8.2. Correction: If an incorrect address is provided and the order has not yet shipped, please contact us immediately for correction.
8.3. Redelivery: If the order is shipped to an incorrect address due to customer error and needs to be rerouted or redelivered, the customer will be responsible for any additional shipping and handling charges incurred by the carrier.