At ViaTerra, we strive to process and deliver your orders as quickly and efficiently as possible. Please read the following policy to understand our shipping process.

Order Processing

• Orders are processed and dispatched within 24–48 working hours (Monday to Friday, excluding public holidays).
• An AWB (Air Waybill) number may be generated before your order is packed. Tracking may not reflect immediately and can take up to 24-48 hours after the courier scans the shipment to become active.

Inventory Availability

• While we make every effort to maintain accurate inventory, there may occasionally be discrepancies between our website inventory and the actual physical stock due to technical/ system-related issues or manual errors. As a result, a product may appear as in stock online even though it is unavailable in our warehouse.
• In such cases, we will contact you to offer an alternate colour, an alternative product, or any other suitable resolution. We are continuously working to make our inventory systems more robust; however, occasional discrepancies may still occur.

Courier Partners

We ship orders through trusted logistics partners, including:

• Blue Dart
• Xpressbees
• Delhivery

If courier service is unavailable for your delivery address or PIN code, our team will contact you to check for an alternate address or delivery location.

Delivery Timelines

Once your order has been dispatched, delivery timelines depend entirely on the courier partner.

Typically:

• 89% of shipments are delivered within the estimated delivery date.
• 94% are delivered within 3 days of the estimated delivery date.

However, delays may occasionally occur due to:

• Public holidays or festivals
• Heavy rains or adverse weather
• Regional restrictions or disruptions
• High shipment volumes
• Operational delays at courier hubs
• Parcels being misplaced, delayed, or temporarily untraceable within the courier network

As ViaTerra does not operate its own logistics network, delivery timelines are beyond our direct control. While we will actively follow up and escalate any shipment delays with the courier partner, we cannot guarantee delivery on a specific date. We recommend placing your order well in advance if you require it for an upcoming ride or travel plan.

Incorrect Product or Size Received

While we take every precaution to ensure the correct product is shipped, there may occasionally be instances where an incorrect product or size is dispatched due to human error.

In such cases, we sincerely apologize for the inconvenience. We will arrange a reverse pickup at the earliest and prioritize dispatching the correct product as soon as the returned item is received or as per the agreed resolution. We kindly request your patience during the reverse pickup and replacement process, as it may take a few working days to complete depending on courier transit times.

Tracking Your Order

Once your shipment is handed over to the courier, you will receive your tracking details via email/WhatsApp (where applicable). Please allow up to 24-48 hours for the tracking information to become active after the courier scans the shipment.

Need Help?

If you have any questions regarding your shipment or need assistance, our Customer Support team is available on working days (Monday to Friday) from 10:00 AM to 5:00 PM IST.

Email: help@viaterra.in

We aim to respond to all queries within 48 working hours.